Terms of service

1. Provider and scope

The service is provided by [TO COMPLETE: business or personal name] (“we”), [TO COMPLETE: address], SIRET [TO COMPLETE: SIRET]. It is available to individuals and businesses (“you”). Some clauses specifically protect consumers and are marked as such.

2. The service

We examine the file or download link you send, produce an assessment, attempt a repair or recovery, then tell you the outcome. Where possible, a preview is shown before any payment.

Files encrypted by ransomware: we attempt to regain access to the data through technical analysis and reverse engineering. Depending on the ransomware family, the quality of the file and the elements available (for example a memory dump of the infected computer), recovery may be partial or impossible. We do not negotiate with attackers and do not pay any ransom on your behalf.

We recommend filing a complaint and reporting the incident to the competent authorities and keeping the original of your files.

3. Best-efforts obligation

We owe a best-efforts obligation, not a guaranteed result. No result is guaranteed, whatever the file type. A partial repair may be offered; you are free to accept it or not.

4. Your request and your commitments

• You are of legal age and able to enter into a contract.
• You own the files you send or are authorised to entrust them to us, and processing them infringes no third-party right.
• You do not send unlawful content. We may refuse a request and report manifestly unlawful content to the authorities.
• You keep your case number and access code, the only ways to access tracking and the result; we cannot regenerate them. Do not send account passwords unless we expressly ask.
• You send a copy: keep the original of your files. Regular backups are recommended.

5. Price and payment

Assessment and diagnosis are free. No payment is requested when you send the file.

If a repair succeeds, we tell you the price in euros before any payment (including taxes unless stated otherwise). You owe nothing if the result is unusable or if you decide not to proceed.

Payment is made directly to us, outside the website, using the method given in your case. The repaired file is released once we have confirmed payment. An invoice is provided.

6. Timing

Timelines are indicative and depend on the complexity of the file. Progress is shown in case tracking and, where email is configured, by message.

7. Right of withdrawal (consumers)

You normally have 14 days to withdraw from a distance service contract. By sending your request, you expressly ask that the work starts immediately, before that period ends. If the service is fully performed before the end of the withdrawal period, you acknowledge that you lose your right of withdrawal (article L. 221-28 of the French Consumer Code). If you withdraw before full performance, you only pay for the part of the service already provided.

Because no payment is requested before the result, exercising this right does not trigger any refund. To withdraw, write to [TO COMPLETE: contact email] quoting your case number.

8. File confidentiality and security

Your files are stored outside the public directory and are accessible only to authorised staff and to you through your case number and access code. They are used only to provide the requested service. A memory dump may contain passwords, keys and personal data: it receives the same confidentiality and is deleted within the periods set in the privacy policy.

When you give us a download link, we use it only to fetch your file. Protect the link (limited lifetime, restricted access) and do not share it elsewhere.

9. Liability

Our liability arises only for proven fault in performing the service. It is limited to direct damage and, between businesses, capped at the price paid for the case concerned. We are not liable for data lost before the request, nor for indirect damage (loss of business, reputation or opportunity).

These limits do not apply in case of wilful misconduct, gross negligence or personal injury, and do not affect consumers’ statutory rights. We are not liable for force majeure.

10. Personal data

See the privacy policy.

11. Complaints and mediation

For any complaint, write to [TO COMPLETE: contact email]. If no amicable solution is found, consumers may use the consumer mediator free of charge: [TO COMPLETE: consumer mediator].

12. Governing law and courts

These terms are governed by French law. Between businesses, the courts of the publisher’s registered office have jurisdiction. A consumer may bring proceedings before the court of their home or of the publisher’s location.

13. Changes

We may amend these terms; the version in force on the date of your request applies.