Terms and conditions

1. Scope

These terms govern the IT support services provided by Phronesis IT (Eric Pignol, sole trader, SIRET 482 663 580 00058, intra-EU VAT number FR 69 482 663 580) to private and business clients in France and Switzerland, remotely and on site. Services cover Windows computers, Android phones and tablets, and the networks, printers, software and connected devices associated with them; Apple devices (Mac, iPhone, iPad) are excluded. Any subscription or order implies acceptance of these terms.

2. Services

Phronesis IT offers one-off work, subscriptions for private clients (Essential, Serenity, Private) and quoted contracts for businesses. The content of each plan is described on the website or in the written proposal, which prevails in case of difference. Phronesis IT does not sell hardware: clients buy it directly from the supplier of their choice. Support is provided remotely by default; on-site visits are scheduled.

3. Ordering

The contract is formed by subscribing through the payment link sent by Phronesis IT, or by accepting a written proposal. Booking an audit is not binding and requires no prior payment. A confirmation is sent by email.

4. Prices

Prices are in Swiss francs for work in Switzerland and in euros for work in France. Prices shown to private clients include French VAT at 20%. Prices shown to businesses exclude VAT: VAT at the applicable rate is added, except for businesses established outside France, which account for it under the reverse charge. The VAT amount is shown on every invoice. One-off work is billed with a one-hour minimum, then per half hour. Evening, weekend and emergency work within 4 hours carries a 50% surcharge. Travel costs are stated before the intervention.

5. Payment

No payment is requested before the first conversation. Subscriptions are payable monthly in advance by card, or by SEPA direct debit for subscriptions in euros, via Stripe. One-off work is invoiced after completion and payable within 15 days, by secure payment link or bank transfer. For business clients, late payment incurs penalties at three times the French statutory interest rate and a fixed recovery fee of €40 (article L.441-10 of the French Commercial Code). If an invoice remains unpaid 8 days after formal notice, Phronesis IT may suspend its services.

Launch offer

A 30% discount applies to the first three monthly payments of any subscription with a 12-month commitment signed before [offer end date]. If cancelled before the end of the initial term, the discount is not reclaimed.

6. Duration and cancellation of subscriptions

Subscriptions have an initial term of 12 months and then continue month to month. After the initial term, either party may cancel at any time by email with one month's notice. The initial audit included with the commitment is charged at CHF 290 for a client in Switzerland or €190 for a client in France if the subscription is cancelled before the end of the initial term, unless the right of withdrawal is exercised. Unused support hours do not roll over.

Training credits

Training credits are bought in advance, in packs. One credit equals one one-hour session, by video or at home. Credits are valid for 12 months from purchase and cannot be refunded or exchanged once used. A session cancelled at least 24 hours in advance returns the credit; otherwise the credit is used. Unused credits can be refunded within the 14-day withdrawal period. A session booked without a credit is invoiced afterwards at the one-hour rate.

Gift cards

A gift card entitles the holder to a number of training credits set at purchase. It is valid for 12 months from purchase and can be used once, by entering its code on the Training page: the credits are then linked to the recipient's email address and follow the training credit rules. The buyer has the 14-day withdrawal period as long as the card has not been used. A used or expired card cannot be refunded or exchanged.

Digital legacy, AI and automation

These services cover advice and technical set-up. Phronesis IT drafts no legal documents and gives no legal advice: the documents provided complement the advice of the client's notary, lawyer or professional body. Automations and assistants rely on third-party services chosen with the client; their availability, changes and terms of use are the responsibility of those providers. Content produced by artificial intelligence must be reviewed by the client before any use.

On-site visits

On-site visits in Switzerland take place on scheduled days and must be booked at least 8 days in advance. Travel costs are added to the time on site.

7. Right of withdrawal (private clients)

Private clients have 14 days from the conclusion of the contract to withdraw without giving a reason, by sending a clear statement to contact@phronesis-it.fr or the form below. If they expressly asked for the service to start before the end of that period, they pay for the service provided up to their withdrawal. The right is lost once the service has been fully performed with their prior agreement and acknowledgement. Refunds are made within 14 days.

8. Client obligations

The client provides access to the equipment and information required, confirms that they hold licences for the software used, and reports any incident promptly. The client remains the owner of their data and responsible for the choices they make after being advised, particularly regarding backups.

9. Access and confidentiality

Access to the client's systems is granted in writing, used only for the service and revoked at its end. Phronesis IT is bound by strict confidentiality regarding all information it learns. A non-disclosure agreement and a data processing agreement compliant with the GDPR and the Swiss FADP are signed on request, and always with business clients. Remote access arrangements are set out in the remote support terms.

10. Liability

Phronesis IT is bound by an obligation of means. It is not liable for data loss where the client did not follow backup recommendations given in writing, nor for failures of third-party hardware, software or services. For business clients, liability is limited to the amount paid over the previous 12 months, except in cases of gross negligence or wilful misconduct. These limits do not apply to private clients beyond what the law allows.

11. Work in Switzerland

On-site work in Switzerland takes place on scheduled days, in line with the notification procedure for independent service providers. On-site response times may depend on it; remote support is not affected.

12. Personal data

See the privacy policy.

13. Complaints and mediation

Complaints should be sent to contact@phronesis-it.fr. Private clients may then refer the matter free of charge to the consumer mediator named in the legal notice.

Consumer mediation

In accordance with articles L.612-1 et seq. of the French Consumer Code, any consumer client is entitled to refer, free of charge, to a consumer mediator with a view to the amicable resolution of a dispute with Phronesis IT. The client must first have sent a written complaint to Phronesis IT (contact@phronesis-it.fr) that has not received a satisfactory response. The designated mediator is:

CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu, 75008 Paris, France
https://www.cm2c.net

The consumer may refer the matter to the mediator online at https://www.cm2c.net or by post to the address above, within one year of their written complaint.

14. Governing law

These terms are governed by French law, without prejudice to the mandatory protections private clients enjoy in their country of residence. For business clients, any dispute falls under the courts with jurisdiction over Phronesis IT's place of business.