CGV - Odity

GENERAL CONDITIONS OF SALE


ARTICLE 1 – SCOPE OF APPLICATION

These General Conditions of Sale constitute, under Article L. 441-1 of the French Commercial Code, the sole basis for commercial relations between the parties.

These General Conditions of Sale apply to the SNEC company, which owns the www.odity.com and www.areyounet.com websites, as well as the pp-www.cxplatform.fr, extranet.liveintercept.com and extranet.surveyminer.com platforms (hereinafter “Odity Group”).

They aim to define the conditions under which Odity Technology (hereinafter “Service Provider”) supplies professional customers (hereinafter, “Customers” or “Customer”), through direct contact or a written request, with the following services: multichannel contact center and digital services, online surveys and panel management, online customer conversion and the Odity CX Platform (hereinafter “Services”).

They apply, unconditionally and without qualification, to all Services rendered by the Service Provider to Customers, whatever the clauses listed on the Customer’s documents, most notably the Customer’s General Conditions of Purchase.

In compliance with current regulations, these General Conditions of Sale shall be systematically communicated to any Customer who requests them, so that the Customer may place an order with the Service Provider. They are also available on the www.odity.com website.

They shall also be communicated to all Customers before concluding a single agreement, as referred to in Article L. 441-3 of the French Commercial Code, within legal deadlines.

Any order of Services implies, on the part of the Customer, the acceptance of these General Conditions of Sale, the General Conditions of Use and the Confidentiality Policy of the Odity Group sites.

The Service Provider is entitled to make any changes that appear useful to the Service Provider.

The information found in the Service Provider’s catalogs, brochures and price list is given for information only and may be revised at any time.

In compliance with current regulations, the Service Provider reserves the right to depart from certain clauses of these General Conditions of Sale, according to negotiations carried out with the Customer, by indicating derogatory mentions on contractual documents (estimates and invoices).

ARTICLE 2 – ORDERS

2-1

The sale of Services takes effect only after the Customer’s express acceptance in writing of the estimate. 

The Service Provider has electronic means for placing orders (including acceptance and confirmation) that enable Customers to order Services under the best conditions of convenience and rapidity.

The Customer shall be able to verify the order and total price, as well as to correct possible errors, before confirming acceptance. 

Validation implies the acceptance of the integrality of these General Conditions of Sale and constitutes proof of contract.

Acceptance and signing of the estimate shall be interpreted as a firm and binding agreement by the Customer for the duration of Services.

Acknowledgment and validation of the order by the Customer are confirmed by sending an email.

2-2

In the case of an order for Services, any changes made at the request of the Customer must be notified in writing, at least eight days before the planned date of providing the Services ordered, after signature by the Customer of a specific purchase order and a possible adjustment of price.

2-3

In the case of cancellation of the order less than forty-eight (48) hours before Services are to be provided, a penalty of 250 euros shall be applied.

If the order is canceled after the start of Services, for any reason whatsoever excepting force majeure, a sum corresponding to 40% of the total price, excluding tax, of Services shall be acquired by the Service Provider and billed to the Customer as compensation for damage suffered.

2-4


The contract is signed for a definite term. It is tacitly renewed at the end of each term for a period equal to that of the first subscription.

The Customer may not terminate the contract during the period for which it was agreed. In case of early termination, the Customer shall pay the Service Provider an amount corresponding to 40% of the total price, excluding tax, of the remaining Services scheduled for the period.

Customers who wish to prevent tacit renewal of the contract must address their request in writing to the Service Provider, at the latest 30 days before the expiry date of the contract.

2-1

The sale of Services takes effect only after the Customer’s express acceptance in writing of the estimate. 

The Service Provider has electronic means for placing orders (including acceptance and confirmation) that enable Customers to order Services under the best conditions of convenience and rapidity.

The Customer shall be able to verify the order and total price, as well as to correct possible errors, before confirming acceptance. 

Validation implies the acceptance of the integrality of these General Conditions of Sale and constitutes proof of contract.

Acceptance and signing of the estimate shall be interpreted as a firm and binding agreement by the Customer for the duration of Services.

Acknowledgment and validation of the order by the Customer are confirmed by sending an email.

2-2

In the case of an order for Services, any changes made at the request of the Customer must be notified in writing, at least eight days before the planned date of providing the Services ordered, after signature by the Customer of a specific purchase order and a possible adjustment of price.

2-3

In the case of cancellation of the order less than forty-eight (48) hours before Services are to be provided, a penalty of 250 euros shall be applied.

If the order is canceled after the start of Services, for any reason whatsoever excepting force majeure, a sum corresponding to 40% of the total price, excluding tax, of Services shall be acquired by the Service Provider and billed to the Customer as compensation for damage suffered.

2-4


The contract is signed for a definite term. It is tacitly renewed at the end of each term for a period equal to that of the first subscription.

The Customer may not terminate the contract during the period for which it was agreed. In case of early termination, the Customer shall pay the Service Provider an amount corresponding to 40% of the total price, excluding tax, of the remaining Services scheduled for the period.

Customers who wish to prevent tacit renewal of the contract must address their request in writing to the Service Provider, at the latest 30 days before the expiry date of the contract.

ARTICLE 3 – RATES

3-1

Services shall be supplied at the Service Provider’s current rates on the day the order is placed, according to the estimate previously established by the Service Provider and accepted by the Customer, as indicated in the “ORDERS” article above.

Rates are understood as net and excluding tax.

The Service Provider shall establish an invoice for the provision of agreed Services and send it to the Customer each month.

The Customer may benefit from discounts, remittances and rebates, depending on the number of Services ordered or on the regularity of its Service orders, according to the conditions and terms described on the Service Provider’s price list.

ARTICLE 4 – PAYMENT CONDITIONS

4-1. Payment Deadlines

The total price of the order is due upon presentation of the invoice and according to the means defined with the Customer on the estimate.

Customer subscriptions, in particular subscriptions for using the Odity CX Platform, are payable monthly throughout the contract period listed on the estimate and accepted by the Customer. The first payment shall be made upon availability of Services. The following payments shall be made monthly on the agreed date and upon presentation of the invoice.

Invoices shall be paid by direct debit. Exceptionally, payments by check or bank transfer can be accepted.

The Customer shall not be charged any additional fees beyond the costs incurred by the Service Provider for the use of a means of payment.

The Service Provider does not grant a discount for payment before the invoice due date or within a period shorter than that mentioned in these General Conditions of Sale.

4-2. Lateness Penalties (Article L. 441-10, II of the French Commercial Code)

In case of late payment and transfer of the amount due by the Customer beyond the set deadline and after the date of payment listed on the invoice addressed to the Customer, lateness penalties calculated at an annual rate of 15% of the amount, including tax, of the price of Services listed on the invoice shall be applied by right by the Service Provider, with no further formalities or previous formal notice.

In case of failure to meet the payment conditions listed above, the Service Provider reserves the right to suspend or cancel the supply of Services ordered by the Customer, to suspend the performance of the Service Provider’s obligations, and to decrease or cancel any discounts granted to the Customer.

A flat rate allowance for collection fees in the amount of 40 euros shall be applied to each invoice in case of failure to pay.

4-3. Absence of Compensation

Unless otherwise expressly agreed to previously in writing by the Service Provider, and provided that reciprocal claims and debts are certain, owed and due, the Customer may not validly compensate between possible penalties for a delay in the supply of Services ordered or non-compliance with the order, on the one hand, and amounts due by the Customer to the Service Provider for the purchase of these Services, on the other.

ARTICLE 5 – MEANS OF PROVIDING SERVICES

5-1. Performance of Services

The Service Provider shall carry out the task or tasks specified on the estimate with proper professionalism and in an optimal manner. By express agreement, this obligation is only an obligation of means.

The supply of Services requested by the Customer shall begin following reception by the Service Provider of the estimate duly accepted and signed by the Customer.

This supply shall continue throughout the period of subscription until the subscription term is completed.

The Service Provider shall not be liable to the Customer in case of a delay in supplying Services corresponding to less than one (1) month. In the case of a delay longer than one month that can be attributed to the Service Provider, the Customer may request cancellation of the sale.

The Service Provider shall in no case be held responsible for a delay in or suspension of supply of Services that can be attributed to the Customer, or in case of force majeure.

In the case of a special request by the Customer concerning the conditions of supply of Services, duly accepted in writing by the Service Provider, costs related to this request shall be specifically billed on a complementary invoice, after previous acceptance of the estimate by the Customer.

In the absence of reservations or complaints expressly stated by the Customer upon reception of Services, these Services shall be considered compliant with the order, as concerns both amount and quality.

The Customer has eight days starting from the supply of Services to send any reservations or complaints, in writing, along with all pertinent justification, to the Service Provider.

No claim will be accepted as valid if the Customer does not follow these formalities and meet this deadline.

The Service Provider shall promptly reimburse or rectify (to the extent possible), and at the Service Provider’s expense, in an adequate manner agreed to by the Customer, the Services that the Customer has duly proven to be non-compliant.

5-2. Obligation to Collaborate

The Customer shall make available to the Service Provider all information that contributes to achieving the object of this contract.

ARTICLE 6 – SERVICE PROVIDER’S LIABILITY – GUARANTEE

Services supplied by the Service Provider shall comply with the description included in commercial documentation. It is up to the Customer to prove any non-compliance. The Customer, in the Customer’s professional capacity, shall be solely responsible for the choice of Services supplied by the Service Provider.

The Service Provider shall guarantee the Customer, in compliance with legal provisions, against any defect in Service conformity stemming from a defect in design or supply of these Services and excluding Customer negligence or fault.

The Service Provider shall be held responsible only in case of proven fault or negligence and shall be responsible for direct damage only, excluding all types of indirect damage.

To benefit from this guarantee, the Customer must, under penalty of renouncing to any related action, inform the Supplier in writing of the existence of defects within a maximum period of eight (8) days starting from their discovery.

The Service Provider shall correct or have corrected at the Service Provider’s expense, according to appropriate means agreed to by the Customer, Services that are judged to be defective.

In any event, if the Service Provider is held responsible, the Service Provider’s guarantee shall be limited to the amount, excluding tax, paid by the Customer for Services supplied.

ARTICLE 7 – RIGHT OF WITHDRAWAL

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In accordance with the legislation in force, the professional Customer may benefit from a right of withdrawal if the Customer fulfills these three cumulative conditions (Article L. 221-3 of the French Commercial Code):

i. The contract must be concluded off-premises (Article L. 221-1 I 2 of the French Commercial Code);

ii. The purpose of the contract must not be to enter the main field of activity of the company;

iii. The number of company employees must be less than or equal to five (5).

In this specific case, there is a withdrawal period of fourteen (14) days, starting from conclusion of the contract, to exercise the right of withdrawing from the Service Provider and canceling the order, with reimbursement as the goal, where the Customer does not have to provide justification or pay a penalty unless the Customer has agreed to begin performance of Services before the end of the withdrawal period.

The right of withdrawal may be exercised through an unambiguous declaration expressing the wish to withdraw and sent by postal mail to the Service Provider at 8 rue Henri Becquerel, 92500 Rueil-Malmaison, France, or by email to contact@odity.com, listing the reference of the order concerned by this withdrawal.

If the right to withdrawal is exercised within the above-mentioned period, only the price of Services ordered is reimbursed.

The reimbursement of amounts effectively paid by the Customer will be carried out within fifteen (15) days, calculated from reception by the Service Provider of the Customer’s notification of withdrawal.

ARTICLE 8 – INTELLECTUAL PROPERTY RIGHTS

The Service Provider is the owner of all intellectual property rights for studies, designs, models, prototypes, etc., made (even at the request of the Customer) in view of providing Services to the Customer. Therefore, the Customer shall not reproduce or use these studies, designs, models, prototypes, etc., without the previous express written consent of the Service Provider, who may make them available in exchange for financial compensation.

In case of failure to carry out the stipulations of this article, an indemnity equal to 1,500 euros will be due for each study, design, model, prototype, etc., after mere formal notice by registered letter with acknowledgment of receipt, without prejudice to the right to damages benefiting the Service Provider and the Service Provider’s photographer partners.

ARTICLE 9 – UNFORESEEABILITY

In case of a change of circumstances that was unforeseeable when the contract was concluded, and under the provisions of Article 1195 of the French Civil Code, the Party that has not agreed to assume the risk of an excessively burdensome execution may request the co-contractor to renegotiate the contract.

If renegotiation is successful, the Parties shall establish a new order as soon as possible that formalizes the results of this renegotiation as concerns operations for supplying the Services concerned.

In addition, if renegotiation fails, the Parties may, under the provisions of Article 1195 of the French Civil Code, request by mutual agreement that a judge resolve or adapt the contract.

If the Parties are unable to reach an agreement on requesting a judge within one month following recognition of this disagreement, the first Party to act may request a judge to revise or resolve the contract.

However, if the unforeseeable change of circumstances at conclusion of the contract is definitive or would last longer than one month, this contract would be purely and simply resolved according to the means defined in the article “Termination for Unforeseeability”.

ARTICLE 10 – FORCED PERFORMANCE IN KIND

If either of the Parties fails to meet its obligations, the Party that is a victim of the failure has the right to require the forced performance in kind of obligations stemming from this contract. Under Article 1221 of the French Civil Code, the obligee may pursue this forced performance if formal notice addressed to the obligor by registered letter with acknowledgment of receipt has had no effect, unless forced performance is impossible or there is a manifest disproportion between its cost for the obligor, in good faith, and its interest for the aggrieved Party.

Notwithstanding the provisions of Article 1222 of the French Civil Code, in the event of failure by either Party to fulfill its obligations, the defaulting Party may not have the obligation performed by a third party at the expense of the defaulting Party. The obligee may, however, file a lawsuit requesting that the faulty Party pay the amount necessary for this performance.

The Party that is a victim of failure may, in case of nonperformance of any one of the obligations owed by the other Party, request termination of the contract according to the means listed in the article on “Contract Termination”.

ARTICLE 11 – NONPERFORMANCE EXCEPTION

It is recalled that pursuant to Article 1219 of the French Civil Code, each Party may refuse to execute the Party’s obligation, even if it is due, if the other Party has not carried out its obligation and if this nonperformance is sufficiently serious; that is, likely to jeopardize the continuation of the contract or to fundamentally upset its economic balance.

Suspension of performance shall take effect immediately, upon reception by the faulty Party of notification of failure, which shall be addressed for this purpose by the Party suffering from the failure and which indicates the intention of applying the nonperformance exception as long as the faulty Party has not remedied the failure observed. It shall be served by registered letter with acknowledgment of receipt or in any other durable written form comprising proof of expedition.

This nonperformance exception may also be used as a preventive measure, according to the provisions of Article 1220 of the French Civil Code, if it is clear that one of the Parties will not be able to execute its obligations on the due date and that the consequences of this nonperformance are sufficiently serious for the Party suffering from this failure.

This option is used at the risk and peril of the Party undertaking the initiative.
Suspension of performance shall take effect immediately, upon reception by the allegedly defaulting Party of notification of the intent to apply the preemptive nonperformance exception until the Party presumed to be at fault carries out the obligation for which a coming failure is evident. It shall be served by registered letter with acknowledgment of receipt or in any other durable written form comprising proof of expedition.

However, if the impediment is definitive or lasts longer than thirty days counting from recognition of the impediment by registered letter with acknowledgment of receipt, the contract shall be purely and simply resolved according to the means defined in Article 13-4., “Termination for Failure of a Party to Meet Its Obligations”.

ARTICLE 12 – FORCE MAJEURE

The Parties shall not be held responsible if the nonperformance or delay in performance of any of their obligations, such as described in this contract, results from a case of force majeure, as defined in Article 1218 of the French Civil Code.

The Parties agree that, under the provisions of the Civil Code and according to legal interpretation, force majeure results from an event that the obligor cannot control, one which could not have reasonably been foreseen when the contract was concluded and whose effects cannot be avoided using appropriate means, and which impedes the obligor from carrying out the obligation.

The Parties agree in particular that an epidemic or pandemic constitutes a case of force majeure when such an event has the above-mentioned characteristics.

Each Party shall inform the other Party, without delay and by registered letter with acknowledgment of receipt, of the occurrence of such a case when the Party esteems it to be of a nature that will compromise the performance of the Party’s contractual obligations.

If a case of force majeure occurs, performance of this contract shall be suspended until the disappearance, extinction or cessation of the case of force majeure.

Suspension of obligations shall in no case be a cause of responsibility for nonperformance of the obligation under consideration, nor shall it lead to payment for damages or late penalties.

Performance of the obligation shall be suspended for the duration of force majeure, if it is temporary. Consequently, when the cause of suspension of reciprocal obligations has disappeared, the Parties shall make best efforts to carry out as rapidly as possible the normal performance of their contractual obligations. To this end, the impeded Party shall notify the other Party of the resumption of its obligation by registered letter with acknowledgment of receipt or any other extrajudicial document.

During this suspension, the Parties agree that expenses engendered by the situation shall be paid for by the impeded Party.

However, if the case of force majeure lasts longer than thirty (30) days, the Parties shall establish contact in order to discuss a possible modification of the contract.

The deadlines planned for in this contract shall be automatically postponed according to the duration of the case of force majeure.

In the absence of an agreement between the Parties within thirty (30) days and if the case of force majeure continues, each of the Parties shall have the right to terminate this contract, without compensation being due by either of the Parties, in agreement with Article 13.3.,  “Termination for Force Majeure”.

However, if upon the occurrence of a case of force majeure, the delay appears to justify termination of this contract, the contract shall be rightfully terminated and the Parties shall be freed of their obligations under the conditions listed in Articles 1351 and 1351-1 of the French Civil Code.

ARTICLE 13- CONTRACT TERMINATION

13-1. Termination for Unforeseeability

Termination because of the impossibility of carrying out an obligation that has become excessively burdensome shall, notwithstanding the clause found hereinafter of “Termination for Failure of a Party to Meet Its Obligations,” occur only fifteen days after the reception of a registered letter with acknowledgment of receipt or any extrajudicial document declaring the intention to apply this clause.

13-2. Resolution for Nonperformance of a Sufficiently Serious Obligation

The Party that is a victim of failure may, notwithstanding Clause 13-4., “Termination for Failure of a Party to Meet Its Obligations,” hereinafter, in the case of a sufficiently serious nonperformance, notify the faulty Party by registered letter with acknowledgment of receipt of the termination for fault of this contract, fifteen days after reception of formal notice to execute has remained without effect, in application of the provisions of Article 1224 of the French Civil Code.

13-3. Termination for Force Majeure

Rightful termination for force majeure, shall, notwithstanding the clause found hereinafter of “Termination for Failure of a Party to Meet Its Obligations,” occur only fifteen days after the reception of a registered letter with acknowledgment of receipt or any extrajudicial document.

This formal notice shall mention the intention to apply this clause.

13-4. Termination for Failure of a Party to Meet Its Obligations

In the case where one or the other Party has not carried out the following obligations:

i. Payment by the Customer of invoices on the due date;

ii. Supply of Services by the Service Provider by the agreed deadlines.

It is expressly understood that termination for failure of a Party to meet its obligations shall rightfully occur fifteen (15) days after the sending of formal notice to perform, which is wholly or partially without effect. Formal notice may be given by registered letter with acknowledgment of receipt or any other extrajudicial document.

This formal notice shall mention the intention to apply this clause.

13-5. Shared Provisions in Case of Termination

If Services exchanged between the Parties after conclusion of the contract and until its termination have proven their utility throughout the reciprocal performance of this contract, they shall not be restituted for the period before the last Service that did not receive its counterpart.

In any case, the injured Party may file a lawsuit to request the awarding of damages.

ARTICLE 14 – PERSONAL DATA

Information collected on the Customer is used by the Service Provider for computer processing and is indispensable for carrying out the Customer’s order. This information and personal data are also kept for reasons of security in order to meet legal and regulatory obligations.

The Odity Group has a Confidentiality Policy that can be accessed on the company’s sites and that describes how the Customer’s personal data is used and processed. The Odity Group also has documents giving the Customer information about the processing of the Customer’s personal data that are available upon request (these include mapping of processing, organizational data for securing data, duration of data conservation, etc.).

In compliance with Law no. 78-17 dated January 6, 1978, concerning data processing, files and liberty, as amended by European Regulation no. 2016/679, customers have the right to access, rectify, remove and port data concerning them, as well as the right to object to processing this data for a legitimate reason; these rights may be exercised by contacting the person responsible for processing.

In compliance with Article 37 of the General Data Processing Regulation (GDPR), the Odity Group has appointed as DPO Mr. Philippe Munier, Director, Support and Services (rgpd@odity.com).

The Odity Group declares that it keeps a written record, in electronic form, of all categories of processing activities carried out on behalf of the Customer that includes all information provided for in Article 30.2 of the Regulation.

The Odity Group declares that it has made the following processing declarations to the CNIL:

i. Declaration of compliance with the NS 48 Simplified Standard relating to prospective customer files;

ii. Declaration of compliance with the NS 47 Simplified Standard that concerns listening to and recording phone conversations in the workplace.

In agreement with the Service Provider, the Customer defines the main reason for personal data processing in the context of Services entrusted to the Service Provider by the Customer. 

Each Party shall keep personal data that has been processed only for the time needed for the purpose of processing and, in any case, for a maximum duration of one (1) year.

The Odity Group affirms that it ensures sufficient guarantees, in particular in terms of knowledge, reliability and resources, for the implementation of technical and organizational means that satisfy legal and regulatory obligations concerning personal data protection.

The Odity Group shall:

i. Process personal data only for the purpose of providing Services;

ii. Process personal data in compliance with the Customer’s documented instructions;

iii. Guarantee the confidentiality of personal data processed within the framework of the contract;

iv. Ensure that the persons authorized to process personal data in virtue of the contract commit to maintaining confidentiality or are subject to an appropriate legal obligation of confidentiality and receive the necessary training with respect to the protection of personal data;

v. Take into consideration the principles of data protection by design and data protection by default for all tools, products, applications or services;

vi. Immediately inform of all modifications or changes that may impact personal data processing;

viii. Retain personal data only for the time needed for the purposes for which the data was collected or sent and remove personal data when this period is over;

viii. Cooperate with the Customer to envisage situations where making personal data anonymous may be appropriate.

The Odity Group shall notify the Customer of any violation of personal data, as defined in Article 4.12 of the Regulation, within a maximum delay of forty-eight (48) hours after noting this violation by sending a message to the email address supplied by the Customer.

This notification shall include all documents in the company’s possession that will allow the Customer, if necessary, to let the competent authority know about this violation. As nearly as possible, it must specify the type and consequences of the data breach, the steps that have been taken or are proposed to be taken to remedy the situation, the individuals who can provide additional information and, when possible, an estimate of the number of people likely to be affected by the breach.

Personal data on the Customer collected by the Odity Group is sent to the company’s legal entities or to third companies or sub-contractors (that may operate outside the European Union) for the sole purpose of managing the contract in conformity with the applicable legal and regulatory provisions.

In case of complaint, the Customer may directly contact the Commission Nationale de l’Informatique et des Libertés (CNIL, or National Commission for Information Technology and Civil Liberties).

ARTICLE 15 – DISPUTES

In view of finding a mutually agreeable solution for disputes that may arise during the execution of this contract, the contracting parties agree to meet within eight days following reception of a registered letter with acknowledgment of receipt sent by one of the two Parties.

This procedure for finding an amicable resolution is a mandatory prior step before legal proceedings between the Parties may be opened. Any legal proceedings in violation of this clause shall be declared inadmissible.

However, if after a one-month period the Parties are unable to agree on a compromise or a solution, the dispute shall be submitted to the jurisdiction designated hereinafter.

In virtue of Article 1540 of the French Civil Procedure Code, if the Parties reach an agreement, this agreement is noted in writing and signed by each Party.

The conciliation shall be written in French. If it is translated into one or more languages, the French text shall prevail in case of dispute.

The Parties may also request a competent judge to certify the agreement in order to make it binding (Article 1541 of the French Civil Procedure Code).

ARTICLE 16 – JURISDICTION

All disputes that may arise from this contract and the agreements resulting from it concerning their validity, interpretation, execution, resolution and consequences and results shall be submitted to the competent courts under the conditions of common law.

ARTICLE 17 – CONTRACT LANGUAGE AND APPLICABLE LAW

By express agreement between the Parties, these General Conditions of Sale and the purchasing and sales operations that result from them are governed by French law. They are written in French. If they are translated into one or more languages, the French text shall prevail in case of dispute.

ARTICLE 18- CUSTOMER’S ACCEPTANCE

These General Conditions of Sale are expressly agreed to and accepted by the Customer, who declares having full knowledge of them, and thus shall not attempt to enforce any contradictory document, in particular the Customer’s own General Conditions of Purchase, against the Service Provider, even if the latter was aware of them.

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