GENERAL TERMS AND CONDITIONS OF SALE

These General Terms and Conditions of Sale (“GTCS”) establish a clear, professional
and balanced framework for any collaboration with Maison Elodie. They ensure the
quality of the working relationship, protect both parties, and guarantee the proper
execution of the services.

Signature of any quote or contract constitutes full acceptance of these GTCS.
Without such acceptance, no professional relationship can be initiated.

Business name : MAISON ELODIE
Legal Form : EURL with a share capital of 1 000€
Representative : Elodie CORLIER, Founder & Director
Registered office : 208 chemin du Beauvais 27520 Grand Bourgtheroulde, France
SIRET : 100 697 119 00012
Email : elodie.corlier@maison-elodie.fr

These GTCS apply to all services and quotes to which they are attached and fall
under French law. The GTCS may be updated at any time; the applicable version is
the one in force at the date of signature of the quote.

Each clause is independent. The invalidity of one clause does not affect the validity of
the others. Failure to immediately enforce a clause shall not be interpreted as a
waiver of future enforcement.

Failure to immediately enforce a clause shall not be interpreted as a
waiver of future enforcement.

Maison Elodie provides consulting, auditing, support and content creation services in
hospitality, service quality and guest experience.

Services include, without limitation:

• operational audits and guest‑experience diagnostics
• strategic support for management teams
• optimisation of guest journeys and communication
• creation and structuring of professional documents
• implementation of service standards
• workshops, training sessions and meetings (in person or remote)
• bespoke services defined in the quote or contract

Each service is detailed in a quote or contract specifying scope, deliverables and execution terms.

Any collaboration with Maison Elodie follows a structured process designed to ensure a precise understanding of the client’s needs and optimal execution of the mission.

The usual workflow is as follows:

1. Initial contact : A one to one meeting is organised (in person or remotely) to identify the client’s needs, challenges and the overall context of the mission.
2. Needs Analysis and Scoping : The elements provided by the client are reviewed, objectives are clarified, and the scope of the assignment is defined.
3. Commercial Proposal : A quote or contract is sent detailing the service, deliverables, timeline, financial terms and the present General Terms and Conditions of Sale.

The quote is valid for 30 days. It must be dated, signed and accompanied by any required deposit in order to constitute a firm commitment.

4. Validation and Commitment : Once the quote or contract is signed by the client, the sale becomes final. From that point onward, the content of the service cannot be modified without written agreement from both parties.
5. Payment Phase : Payment of the deposit or the amount specified in the quote or contract.
6. Execution of the Mission : The service is carried out according to the agreed schedule, with regular exchanges to ensure consistency and quality of the deliverables.
7. Follow Up and Adjustments : Follow up meetings (e.g., at D+7, D+15 or as needed) are held to support the implementation of recommendations and address any questions.
8. Final Review Meeting : A closing meeting is held to assess the results, conclude the mission and identify any potential additional needs.

Throughout the collaboration, Maison Elodie commits to responding within reasonable timeframes, Monday to Friday, from 9:00 a.m. to 5:00 p.m., unless otherwise specified.

5.1 Commitments of Maison Elodie

As the service provider, Maison Elodie undertakes to:

• perform its missions with professionalism, diligence and in accordance with best practices;
• ensure the confidentiality of all information communicated by the client in the context of the service;
• fulfil an obligation of means, in accordance with general contract law: Maison Elodie will deploy all necessary resources to meet the client’s request, without any obligation of result being inferred;
• inform the client of any difficulty likely to impact the progress or schedule of the mission;
• provide recommendations based on its expertise, while respecting the integrity and quality of the deliverables.

5.2 Commitments of the Client

As the client, they undertake to:

• have the legal capacity required to enter into a contract;
• express their needs clearly, fully and honestly, so as to enable optimal execution of the mission;
• act in good faith in all exchanges and provide accurate information, in particular for invoicing purposes;
• honour all payments due, in accordance with the terms set out in the quote or contract;
• refrain from transmitting, assigning or sharing with third parties, whether free of charge or for consideration, any content, documents, tools, templates or deliverables obtained in the context of the service, unless expressly authorised in writing by Maison Elodie;
• have the necessary IT equipment, digital access and an email address to enable remote collaborative work;
• respect deadlines for validation, feedback or provision of information required for the proper execution of the mission.

Any delay or lack of cooperation on the part of the client may result in an adjustment of the schedule or additional billing.

Services are billed at the price indicated in the quote, in euros, excluding VAT. The price is firm and final.

Unless otherwise specified:

• 40% deposit upon signature,
• Balance due upon receipt of the deliverables, or according to the payment schedule defined in the quote.

For payments made in several instalments: The first instalment must be paid upfront, followed by monthly payments for month M, payable within 30 days of month M+1, in accordance with the overall invoicing schedule sent to the client at the start of the service.
Any unpaid amount results in the suspension of service delivery. In the case of a monthly subscription, if a payment for month M is outstanding, the service provider is entitled not to perform any services for subsequent months until all overdue payments have been fully regularised.

In the event of late payment, late payment penalties are automatically due at the applicable legal interest rate. Additionally, a fixed recovery fee of €40 will be applied for each invoice issued in a situation of non payment.

7.1. 7.1. Cancellation by the Client

• More than 15 days before the service date: The deposit is refunded, minus any work already carried out.
• Less than 15 days before the service date: The deposit remains due and is non refundable.
• Less than 7 days before the service date: The full amount of the service is payable.

7.2. 7.2. Posponement

Postponements are possible within the limits of Maison Elodie’s availability. Any postponement requested less than 72 hours before the scheduled date may result in additional fees (travel costs, reservations, time blocked, etc.).

7.3. 7.3. Cancellation by Maison Elodie

In the event of force majeure or major impossibility, Maison Elodie may postpone or cancel the service without any compensation being owed. Any amounts paid and not used will be refunded to the client.

As part of managing the client’s file and delivering the service, the service provider may collect certain information, including personal data such as: name, surname, address, telephone number, email address, and any other information necessary for the execution of the mission.

These data qualify as personal data within the meaning of the General Data Protection Regulation (GDPR). The client therefore benefits from all rights granted under applicable data protection laws, including: right of access, right to rectification, right to erasure (“right to be forgotten”), right to object, right to data portability, right to restrict processing*.

Personal data are used solely for professional purposes, including: service follow up, sending newsletters, invoicing and accounting, drafting contracts or administrative documents. Client data are retained for a maximum of three (3) years from the date of the last exchange with the service provider.

Any request or complaint relating to personal data may be sent to: bonjour@maison-elodie.fr In case of dispute, the client may contact the CNIL (French Data Protection Authority).

* In accordance with the French “Informatique et Libertés” Act of 6 January 1978 as amended, and the EU General Data Protection Regulation (GDPR) No. 2016/679 of 27 April 2016, in force since 25 May 2018.

As a general principle, all services, content and deliverables provided by Maison Elodie remain its exclusive intellectual property. These elements are protected under the French Intellectual Property Code and may only be used under the conditions defined below.

All methodologies, tools, templates, documents, analyses, creations, visual materials, texts, recommendations and, more broadly, any deliverable produced by Maison Elodie remain its intellectual property, unless an explicit transfer of rights is stipulated in the contract.

The client is granted an internal use licence, strictly limited to its own operational needs, non exclusive, non transferable and non assignable.

Any reproduction, representation, distribution, adaptation or external reuse, in any form whatsoever, requires prior written authorisation from Maison Elodie.

9.1. 9.1. Copyright and Moral Rights

Maison Elodie does not transfer any exploitation rights, including rights of use, reproduction, representation or adaptation of its works, unless expressly agreed in writing.

In accordance with the French Intellectual Property Code, Maison Elodie retains full moral rights over its creations. These rights are perpetual, inalienable and imprescriptible, and include the right to the respect of the author’s name, quality and integrity of the work.

For any authorised use, communication or distribution of content created by Maison Elodie, the client agrees to systematically credit the author as follows:

• Instagram: @maisonelodie_experience
• LinkedIn: Elodie Corlier – Maison Elodie
• Any other platform or medium: Maison Elodie

9.2. 9.2. Prohibitions

It is strictly forbidden to:

• copy or plagiarise content created by Maison Elodie;
• transfer or share such content with third parties, whether free of charge or for consideration;
• integrate these materials into tools, training programmes, documents or external use supports without written authorisation.

9.3. 9.3. Protection of Rights

In the event of non compliance with this article, Maison Elodie reserves the right to take any necessary action to stop the infringement of its rights, including legal proceedings.

The termination of the collaboration, whether initiated by either party, must be made in writing. In the event of termination, no compensation or refund shall be due.

The client may terminate the contract at any time, subject to providing one (1) month’s notice. Any month that has already begun remains fully payable.
Termination initiated by the service provider shall be subject to one (1) week’s notice, and releases the client from paying the current month.

The client is solely responsible for the use they make of the elements and information provided by the service provider.

The service provider cannot be held liable:
– if the client fails to provide the content or information required for the execution of the service, or in the event of delayed delivery of such content;
– in cases of force majeure, hardship (imprévision), or any unforeseeable event beyond the provider’s reasonable control.

The liability of Maison Elodie is, in all circumstances, strictly limited to the total amount of the service invoiced.

In the event of a change in circumstances that was unforeseeable at the time these General Terms and Conditions of Sale were concluded, and in accordance with Article 1195 of the French Civil Code, the party who has not agreed to bear the risk of excessively burdensome performance may request a renegotiation of the contract.

Force majeure refers to any event that is external, unforeseeable and irresistible within the meaning of Article 1218 of the French Civil Code. In such circumstances, neither party shall be held liable, and the service provider is released from performing its obligations, in whole or in part.
The client will be informed as soon as possible of the occurrence of such an event and, where applicable, of the duration of the suspension of obligations for both parties.
In accordance with the law, the client expressly agrees that force majeure cannot be invoked to delay payment for a service already performed or in the process of being performed, nor to refuse delivery of an order already placed.
If the service provider is permanently unable to deliver the service due to a force majeure event, the client will receive a full refund of all amounts paid.

If one of the parties fails to meet its obligations, the other party must notify them in writing as soon as the breach is identified. The notified party then has 15 days to comply with its obligations. If compliance is not achieved within this period, the other party may freely refuse to perform its own obligations.

For any disagreement or dispute, the client may contact the service provider by email at bonjour@maison-elodie.fr in an effort to reach an amicable resolution.
If no amicable solution can be found, the dispute shall be brought before the courts with jurisdiction over the registered office of Maison Elodie.

Article L.217 4 of the French Consumer Code

“The seller is required to deliver goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery. The seller is also liable for any lack of conformity resulting from the packaging, assembly instructions or installation when these were carried out under the seller’s responsibility or assigned to them by the contract.”

Article L.217 5 of the French Consumer Code

“The goods conform to the contract:

1° If they are suitable for the use normally expected of similar goods and, where applicable, if they correspond to the description provided by the seller and possess the qualities presented to the buyer in the form of a sample or model; if they present the qualities that a buyer may legitimately expect given the public statements made by the seller, the producer or their representative, particularly in advertising or labelling;

2° Or if they present the characteristics defined by mutual agreement between the parties or are suitable for any special use sought by the buyer, brought to the seller’s attention and accepted by the seller.”

Article 1641 of the French Civil Code

“The seller is liable for hidden defects in the item sold that render it unfit for its intended use, or that so diminish its use that the buyer would not have acquired it, or would have paid a lower price, had they known of the defects.”