Terms of use and sale

1. What these terms cover

This document sets the rules for using www.expertcafard.com and those that apply to pest-control visits booked online with BTPNE, under its ExpertCafard brand. It concerns private customers and businesses alike. Where a specific quote or contract has been signed, its terms take precedence over these.

By confirming a booking, you accept the version of these terms published on that date.

2. Your service provider

BTPNE, a French SAS registered under 853 011 286 R.C.S. Créteil, registered office at 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France. You can reach us on 09 83 30 98 07 or at contact@expertcafard.com.

3. Rules for using the site

The site is free to browse. You agree to fill in forms with accurate information and to do nothing that hinders the site, such as automated submissions or attempts at unauthorised access. The guides and answers we publish explain pests but do not replace a technician's inspection of your home or your business.

4. Services offered and area covered

Each service is described on its own page: cockroach treatment, our speciality, rat and mouse control, bed bug treatment, wasp and hornet nest removal, disinfection and an active-vigilance contract. Every visit follows the four-stage Repère Protocol: locate the harbourages, treat, check, prevent. We cover the whole Île-de-France region: 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. How online booking works

You pick the service, enter the floor area and the number of visits, then choose a day and a two-hour slot. The full price including VAT appears in the summary before you confirm. The contract is formed as soon as the payment is accepted, and a confirmation e-mail is sent to you.

It is up to you to describe the situation accurately: the pest you have seen, floor area, access conditions. The technician arrives during the chosen slot; if something delays us, we let you know straight away.

6. Prices and payment

All prices are in euros and include VAT. Payment is made online at the time of booking, by bank card, through our payment provider Stripe. Every visit is invoiced.

If the technician finds a larger problem on site than the one booked — a much bigger area, an extra nest, substantial sealing of entry points — they will give you a priced add-on. Nothing more is charged without your written agreement; without it, only the booked service is carried out.

7. Consumers' right of withdrawal

If you are a consumer and the contract is concluded at a distance, you have 14 days from its conclusion to withdraw, without giving any reason (Article L.221-18 of the French Consumer Code). Simply send us, by e-mail or post, the form reproduced below or any other statement clearly expressing your decision. We refund you within 14 days, to the payment method used for the order.

Choosing a slot that falls within those 14 days amounts to expressly requesting that the visit take place before the withdrawal period ends. If you withdraw after the service has begun, you owe an amount proportionate to what has already been provided (Article L.221-25). Once the service has been fully performed before the period ends, with your prior express consent and your express waiver of this right, withdrawal is no longer possible (Article L.221-28, 1°).

Withdrawal form: "To BTPNE, 8 Bis rue de la Côte d'Or, 94500 Champigny-sur-Marne, France, contact@expertcafard.com. I hereby give notice that I withdraw from the service contract below. Booked on: … Consumer's name: … Consumer's address: … Date and signature (only if sent on paper)."

8. If you want to reschedule or cancel

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

• 48 hours or more before the slot: rescheduling is free, and cancelling gets you a full refund of what you paid;
• less than 48 hours before the slot: we offer you a new date subject to availability; if you cancel, we keep only the costs actually incurred, with supporting evidence;
• no-show without notice, or no access to the premises on the day: travel costs may be charged, and we offer you another slot.

9. When we have to move the visit

We may postpone an appointment for safety reasons (wind or rain for a nest high up, dangerous access) or because we are prevented from coming. It is then up to you: book another slot, or get back every euro you paid.

10. What we ask of you

• prepare the rooms following the instructions sent before the visit (for example, emptying kitchen cupboards and clearing space behind appliances);
• give access to every area to be treated and, in a shared building, obtain the consent needed to work in common areas;
• tell us if there are young children, a pregnant woman, a vulnerable or allergic person, or animals, including fish and reptiles in tanks or terrariums;
• follow the safety and ventilation instructions in the visit report.

11. Safety rules during the visit

Professional-use biocidal products are applied by Certibiocide-certified technicians, in line with their marketing authorisation. If safety conditions are not met, the technician may decline to start or may pause the visit; they will then suggest a suitable alternative.

12. What we commit to, and the follow-up visit

Our duty is one of best efforts, not of result: we apply a professional protocol suited to the pest and the premises, using approved products applied by Certibiocide-certified technicians. The outcome of a treatment also depends on things beyond our control, such as insects or rodents being brought in again, the state of neighbouring flats, building work or the layout of the building, so no particular result can be promised and pests may come back.

The same day, you receive a visit report with photos by e-mail. If the booked service includes a follow-up visit, its date is given there: the technician then reads the monitoring traps, checks progress, adjusts the treatment within the protocol if activity persists and advises you on limiting the risk of a return.

Your part matters: give access to all the areas concerned, prepare the premises as instructed, follow the hygiene, storage and sealing advice, and tell us promptly if you notice new activity. Nothing in this clause reduces the rights the law gives you.

13. Limits of liability

ExpertCafard undertakes to use all the means needed to carry out the treatment properly, under its best-efforts duty. It cannot be held liable where instructions were not followed, where the information provided was inaccurate, or in case of force majeure. These limits do not apply to personal injury, nor to gross negligence or wilful misconduct.

14. Making a complaint and using a consumer mediator

You can send us a complaint at contact@expertcafard.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 no amicable solution is found, consumers may refer the matter free of charge to a consumer mediator, under Articles L.612-1 et seq. of the French Consumer Code. The details of the competent mediator are sent to you on request at contact@expertcafard.com.

15. Your personal data

How we handle your data is explained in the privacy policy.

16. Governing law and competent court

French law applies to these terms. In the event of a dispute, consumers 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 before any other court with jurisdiction under the law. Only the French version is authoritative.