Terms of use and sale

1. Purpose and scope

These terms govern the use of www.deratiseurpro.com and pest-control services booked online with BTPNE ("DeratiseurPRO"). They apply to consumers and businesses alike, unless a specific signed contract or quote exists, in which case it prevails.

Every booking implies acceptance of the terms in force on the day of the order.

2. The provider

BTPNE, French SAS, 853 011 286 R.C.S. Créteil, registered office: 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France. Phone: 09 83 30 98 07 — e-mail: contact@deratiseurpro.com.

3. Use of the website

Access to the website is free. You agree to provide accurate information in forms and not to disrupt the website (automated submissions, intrusion attempts). Informational content (guides, answers, statistics) does not replace an on-site assessment.

4. Services and service area

Services are described on the website: rodent control, insect treatment, bed bug eradication, wasp and hornet nest removal, disinfection and prevention subscription. They follow the Verrou Method (detect, neutralise, lock, monitor). We operate in Île-de-France: Paris (75), Seine-et-Marne (77), Yvelines (78), Essonne (91), Hauts-de-Seine (92), Seine-Saint-Denis (93), Val-de-Marne (94), Val-d'Oise (95).

5. Online booking

You choose the service, enter the floor area and number of visits, then pick a date and a 2-hour time slot. The summary shows the total price including VAT before you confirm. The contract is concluded when payment is accepted; a confirmation is sent to you by e-mail.

You agree to describe the situation accurately (pest, area, access). The technician arrives within the chosen slot; if something unexpected happens, we let you know as soon as possible.

6. Prices and payment

Prices are in euros, including all taxes. Payment is made online when booking, by card through our provider Stripe. An invoice is issued for every service.

If the situation on site goes beyond what was booked (much larger area, additional nest, extensive proofing work), the technician offers you a priced add-on. Nothing extra is charged without your written agreement; without it, only the booked service is carried out.

7. Right of withdrawal (consumers)

For a distance contract, you have 14 days from its conclusion to withdraw without giving a reason (French Consumer Code, art. L.221-18), by sending us the form below or any unambiguous statement by e-mail or post. We refund you within 14 days using the same payment method.

If you choose a slot within this period, you expressly ask for the service to start before the withdrawal period ends. If you withdraw after the service has started, you owe an amount proportional to what has been provided (art. L.221-25). A service fully performed before the end of the period, with your prior express consent and acknowledgement that you lose this right, can no longer be withdrawn from (art. L.221-28, 1°).

Model form: "To BTPNE, 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France, contact@deratiseurpro.com: I hereby give notice that I withdraw from the contract for the service below. Booked on: … Name: … Address: … Date and signature (if sent on paper)."

8. Cancellation and rescheduling by you

Outside the withdrawal right, you can ask to reschedule or cancel your appointment by phone or e-mail:

• up to 48 hours before the slot: free rescheduling, or cancellation with a full refund;
• less than 48 hours before the slot: we offer a new slot subject to availability; if you cancel, only costs actually incurred and justified may be withheld;
• absence at the slot without notice, or no access: travel costs may be withheld and a new slot is offered.

9. Rescheduling or cancellation by us

We may need to postpone a visit for safety reasons (bad weather for a high nest, dangerous access) or if we are prevented from attending. We then offer a new slot or, if you prefer, a full refund.

10. Your obligations

• prepare the premises according to the instructions sent before the visit;
• provide access to the areas to be treated and, in a co-owned building, obtain any authorisation needed for common areas;
• tell us about young children, pregnant women, vulnerable people, pets (including aquariums and terrariums) or allergies;
• follow the safety and ventilation instructions in the report.

11. Performance and safety

Biocidal products reserved for professionals are applied by Certibiocide-certified technicians, in line with their marketing authorisation. The technician may refuse or stop a treatment if safety conditions are not met; a suitable solution is then offered.

12. Report and written guarantee

A treatment report with photos is e-mailed to you on the same day. It states the applicable guarantee: its duration and conditions depend on the pest and the protocol carried out. During the covered period, a reappearance falling within the guarantee leads to a new visit at no charge.

The guarantee does not cover pests brought in again (second-hand furniture, travel, building work opening a gap), instructions not followed, or access points you chose not to have sealed. It is in addition to your statutory rights.

13. Liability

DeratiseurPRO uses all necessary means to make the treatment succeed, under a best-efforts obligation, without prejudice to the written guarantee. It cannot be held liable where instructions were not followed, information was inaccurate or in cases of force majeure. These limits do not apply to personal injury or to gross or intentional misconduct.

14. Complaints and mediation

Complaints can be sent to contact@deratiseurpro.com or by post to 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France. We aim to reply within 15 days.

If the dispute is not resolved, consumer customers have the right to refer it free of charge to a consumer mediator, under articles L.612-1 et seq. of the French Consumer Code. The competent mediator's details are available on request at contact@deratiseurpro.com.

15. Personal data

How we process your data is described in our privacy policy.

16. Governing law and jurisdiction

These terms are governed by French law. In a dispute, consumers may bring proceedings before the court of the place where they lived when the contract was concluded or when the harmful event occurred, or any other court with jurisdiction under the law. Only the French version is binding.