Terms and conditions of sale and use

Who and what these terms cover

These terms govern the use of www.expertderatisation.com and pest-control visits ordered from BTPNE, which trades as Expert Dératisation. They are written first for households and then for businesses (shops, offices, co-owned buildings, landlords, accommodation providers).

A signed quote or a specific contract takes precedence over these terms on the points it covers. The terms that apply to your order are those displayed on the day you place it.

For orders of €120 including VAT or more, we keep a written record of the contract for ten years and provide it on request (French Consumer Code, art. L.213-1).

Who you are dealing with

BTPNE, French SAS with a share capital of 5 000 €, 853 011 286 R.C.S. Créteil, VAT FR46853011286. Registered office: 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France. Phone: 09 83 30 98 07, every day from 8 am to 8 pm. E-mail: contact@expertderatisation.com.

Using the website

Browsing the website is free. When you fill in a form, you agree to give accurate information and not to misuse the service: bulk or automated submissions, attempts at unauthorised access, entering someone else's data without their consent.

Our guides explain pests and sensible first steps; they do not replace an inspection by a technician on site.

The services on offer

Each service is described on its own page: rodent control (rats, mice), crawling-insect treatment, bed bug treatment, wasp and hornet nest removal, disinfection and a prevention subscription.

Every visit follows the four-stage Sentinel Protocol: Inspect the premises and record the signs, Treat in a targeted way, Sanitise (seal entry points, clean, advise), Follow up (follow-up visit as set out in the protocol, photo report, ongoing vigilance).

Area served: 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).

How the order is formed

• you choose the service, the floor-area band and the number of visits;
• you pick a day and then a two-hour slot;
• you enter your contact details and the treatment address, checked against the French national address database (Île-de-France only);
• you review the summary and the total price including VAT, then confirm payment, which is an order with an obligation to pay.

The contract is formed as soon as the payment is accepted. A confirmation e-mail with the booking details follows straight away. The technician calls you before arriving within the chosen slot; if something delays them, we let you know as soon as we can.

Prices

Prices are stated in euros including all taxes, with VAT at 20%. The price depends on the service, the declared floor area and the number of visits: the first visit on one hand and any further visits on the other, as shown in the summary.

If the situation on site differs clearly from what was described (much larger area, an extra nest, many entry points to seal), the technician gives you a priced proposal. Nothing extra is charged without your express written agreement; if you decline, they carry out the service you booked.

Payment and invoice

Online bookings are paid in full when you order, by card, through the secure solution of our payment provider Stripe. Your card details are entered with Stripe: we never have access to them.

BTPNE sends you an invoice in the name of your household or your company.

Business customers paying by invoice (quotes, annual contracts): late payment incurs penalties equal to three times the French statutory interest rate plus a fixed €40 recovery fee (French Commercial Code, arts. L.441-10 and D.441-5).

Withdrawal: 14 days for consumers

As the contract is concluded at a distance, you may withdraw without giving any reason within 14 days of its conclusion (French Consumer Code, art. L.221-18). Simply send us, before the deadline, the form below or any other clear statement, by e-mail or by post.

If you choose a slot within that period, you are expressly asking us to start the visit before it ends. Two situations can then arise:

• you withdraw after the visit has started but before it is fully completed: you pay only for the part of the service already provided (art. L.221-25);
• the visit was fully completed before the end of the period, after your prior express consent and your acknowledgement that you lose the right of withdrawal: the right can no longer be exercised (art. L.221-28, 1°).

After a valid withdrawal, we refund you no later than 14 days after receiving it, using the payment method of your order, at no cost to you (art. L.221-24).

Model withdrawal form — to BTPNE, 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France, contact@expertderatisation.com: "I hereby give notice that I withdraw from the contract for the provision of the service below. Ordered on: … Booking reference: … Name of consumer: … Address of consumer: … Signature (only if sent on paper): … Date: …"

Moving or cancelling your appointment

Separately from the right of withdrawal, you can ask us to change your appointment by phone or e-mail:

• 48 hours or more before the slot starts: a new slot at no cost, or cancellation with a full refund;
• less than 48 hours before: we look for another slot with you; if you cancel, we keep only the costs actually incurred, with supporting evidence;
• missed appointment without notice or premises inaccessible: travel costs may be kept and a new date is offered.

When we have to reschedule

A visit sometimes has to be moved for safety reasons (rain or strong wind for a nest at height, dangerous access) or because we are prevented from coming. You then choose between a new slot and a full refund of what you paid.

Your part in making the treatment work

• prepare your home or premises following the instruction sheet sent before the visit;
• give access to every room and area concerned; in a co-owned building, obtain the managing agent's (syndic) approval for common areas;
• tell us in advance about young children, a pregnant woman, a vulnerable or allergic person, pets, aquariums or terrariums;
• respect the re-entry and ventilation times given by the technician, then follow their advice on hygiene, tidying and sealing;
• let us know quickly if signs reappear.

How the visit is carried out safely

The biocidal products used are authorised and applied in line with their marketing authorisation by technicians holding the Certibiocide certificate. The treatment is chosen after the inspection and kept proportionate to what is found.

The technician may decline to start or stop the visit if the safety of the occupants, animals or themselves is not ensured; they then suggest a suitable solution. A treatment report with photos is e-mailed to you the same day.

Best-efforts obligation

We commit to the method, not to an outcome: we apply a professional protocol suited to the pest and the premises. The outcome also depends on factors beyond our control, such as pests being brought in again, the state of the building, neighbouring properties or building work. We therefore cannot promise that pests will disappear for good.

When the service includes a follow-up visit, the report gives its date. During that visit the technician checks how things have evolved, adjusts the treatment provided for in the protocol if needed and advises you on reducing the risk of reinfestation. None of this reduces the rights the law gives you.

Liability

BTPNE is liable for damage caused by a fault in performing its services. It is not liable for the consequences of instructions not being followed, inaccurate information given when ordering, or force majeure within the meaning of Article 1218 of the French Civil Code.

These exclusions do not apply to personal injury or to gross or intentional misconduct, and never deprive a consumer of their statutory rights.

Complaints and consumer mediation

First write to us at contact@expertderatisation.com or by post to 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France, quoting your booking reference: we look for an amicable solution with you and reply in writing.

If this does not settle the matter, you are entitled to refer it free of charge to a consumer mediator within one year of your written complaint (French Consumer Code, arts. L.612-1 and L.612-2). The details of the competent mediator are available on request at contact@expertderatisation.com.

Personal data

Information collected when you order is processed as explained in our privacy policy.

Governing law and courts

These terms are governed by French law and written in French, which is the authoritative version. A consumer may bring proceedings, at their choice, before the court of the place where they lived when the contract was concluded or when the harmful event occurred, or any other competent court. Between businesses, the courts with jurisdiction over the company's registered office are competent.