FARENIO Ecosystem — Terms, Policies & Agreements
TERMS & CONDITIONS (CGU/CGV)
Last updated: 19 September 2026
The FARENIO digital platform and ecosystem are operated by:
GQ VENTURES SAS, trading as FARENIO, Société par actions simplifiée unipersonnelle (SAS) incorporated under French law.
Registered office: 7 Allée Claude Debussy, 95390 Saint-Prix, France
SIREN: 989 397 666 · SIRET: 989 397 666 00011 · RCS: Pontoise · VAT number: FR91 989397666
Website: www.farenio.com · Telephone: +33 9 85 05 63 57
These Client General Terms of Use and General Terms and Conditions of Sale ("Client Terms") govern access to and use of the FARENIO Ecosystem by Clients and, where applicable, the purchase of services, subscriptions or digital services offered through FARENIO.
They apply to the FARENIO website, applications, Client and Host portals and other digital interfaces operated by GQ VENTURES SAS under the FARENIO brand.
Where the Client qualifies as a consumer within the meaning of the French Consumer Code, all mandatory consumer-protection provisions apply and prevail over any inconsistent contractual provision.
Where the Client acts for purposes falling within its professional activity, provisions expressly reserved for consumers do not apply.
For these Client Terms:
"FARENIO" means GQ VENTURES SAS acting under the FARENIO trade name.
"Platform" means the FARENIO websites, applications, portals and other digital interfaces made available to Clients.
"Client" means any natural or legal person using the Platform to obtain or manage services.
"Consumer" means a natural person acting for purposes outside their trade, business, craft, profession or professional activity within the meaning of French consumer law.
"Professional Client" means a Client acting for purposes falling within its commercial, industrial, craft, liberal or other professional activity.
"Provider" means an independent professional, cleaner, cleaning company, contractor or other service provider offering services through the Marketplace.
"Vendor" means an independent third-party supplier providing complementary operational services where such services are available through the Platform.
"Marketplace" means the electronic intermediation service through which FARENIO enables Clients and independent Providers to enter into contracts for services.
"Booking" means an order for a Service submitted and confirmed through the Platform.
"Service" means a cleaning, turnover, property-operation or other service offered by an independent Provider through the Marketplace.
"SaaS Service" means a digital or software service supplied directly by FARENIO under a subscription or other software-access arrangement.
"PMS" means a third-party property management system capable of being connected to FARENIO.
"Fees" means fees payable to FARENIO for intermediation, subscriptions, digital services or other services expressly identified before an order is confirmed.
FARENIO operates a digital marketplace and technology ecosystem facilitating transactions between Clients and independent Providers.
For Services offered by an independent Provider through the Marketplace:
FARENIO is not the employer of independent Providers solely by reason of their use of the Platform.
FARENIO does not itself become the cleaning or maintenance contractor merely because a Booking, payment or communication is processed through the Platform.
This distinction does not exclude or limit any obligation or liability imposed directly on FARENIO by mandatory law in its capacity as marketplace operator, intermediary, contracting party for its own services, payment facilitator or provider of digital services.
Where a service or SaaS product is expressly sold directly by FARENIO, the relevant contract is concluded directly between the Client and FARENIO.
The identity and status of the contracting Provider and the principal characteristics and price of the Service shall be made available to the Client before the Client is contractually bound, as required by applicable law.
FARENIO provides Clients with clear information concerning the operation of its Marketplace, including, where applicable:
Where an offer is promoted or its ranking is materially influenced by remuneration or a commercial relationship, this shall be identified in accordance with applicable law.
Marketplace transparency information may be presented in a dedicated section accessible from the Platform and forms part of the information governing use of the Marketplace.
A natural person creating an account or entering into a contract through the Platform must have legal capacity to do so.
A person acting on behalf of a company, association or other legal entity represents that they have authority to bind that entity.
The Client shall provide accurate, complete and current information necessary for the operation of the account and performance of Bookings.
FARENIO may request reasonable verification where necessary for security, fraud prevention, payment processing or compliance with legal obligations.
Certain Platform functions may require creation of an account.
The Client is responsible for:
The Client must not create accounts using false identities or impersonate another person or entity.
FARENIO may temporarily restrict an account where reasonably necessary to address fraud, security, unlawful conduct or material breach of these Client Terms.
Any suspension or termination shall remain subject to applicable mandatory law.
Before a Consumer is bound by a Booking or purchase, the Platform shall make available, as applicable:
The Client is responsible for reviewing this information before confirming the Booking.
The Client selects the required Service and provides the information reasonably necessary to prepare and perform the Booking, which may include:
Before final confirmation, the Client shall have an opportunity to review the essential elements of the order and correct input errors.
The Platform shall clearly indicate when confirmation of the order creates an obligation to pay.
A Booking becomes binding when it has been validly confirmed through the Platform and the Client receives confirmation on a durable medium, subject to any expressly disclosed condition concerning Provider availability.
The confirmation shall contain or provide access to the applicable contractual information required by law.
The Client shall provide accurate information reasonably necessary for performance of the Service.
The Client shall, where applicable:
The Client shall not request a Provider to perform unlawful or materially unsafe work.
If access cannot be obtained or the Service cannot reasonably be performed because of inaccurate information or circumstances attributable to the Client, the applicable cancellation, waiting-time or failed-access charge disclosed before the Booking may apply.
Prices displayed before confirmation shall be expressed in euros unless otherwise stated.
Before a Consumer confirms an order, the total amount payable shall be disclosed, including applicable taxes and mandatory charges, or the method of calculating the price where the nature of the Service prevents reasonable advance calculation.
Optional services or supplements shall not be charged without the Client's valid selection or agreement.
Any additional work requested after commencement of a Service must be separately agreed where it results in an additional charge.
FARENIO may change future prices at any time. A price change does not retroactively alter a Booking already validly concluded.
Payments may be processed by an authorised third-party payment service provider.
The Client authorises the processing of amounts properly due in connection with the Booking or other purchased service.
The payment interface shall identify the accepted payment methods.
The Client shall not be charged an undisclosed mandatory fee.
Where FARENIO collects payment in connection with a Marketplace transaction, such collection does not by itself alter the identity of the professional contractually responsible for performing the underlying Service.
FARENIO does not store complete payment-card details where those details are handled directly by the payment service provider.
Refunds, where due, shall be processed in accordance with applicable law and the payment method and contractual arrangements concerned.
The cancellation and modification conditions applicable to a Booking shall be communicated before confirmation.
Any applicable cancellation fee must be clearly disclosed before the Client becomes contractually bound.
Where the Provider cancels a confirmed Service and no appropriate replacement can be provided, amounts collected for the unperformed Service shall be refunded where legally due.
Nothing in this Article limits statutory rights available to Consumers, including rights relating to non-performance, improper performance, withdrawal or reimbursement under mandatory law.
Where a distance contract falls within the statutory right of withdrawal, a Consumer has a period of fourteen (14) days to exercise that right without having to give reasons, subject to the exceptions and conditions established by the French Consumer Code.
The withdrawal period runs from the date prescribed by applicable law according to the nature of the contract.
The Consumer may exercise the right of withdrawal by using the statutory model withdrawal form made available by FARENIO or by making any other unambiguous statement expressing the decision to withdraw.
Where the Consumer expressly requests that performance of a service begin before expiry of the withdrawal period, performance may commence in accordance with the requirements of French consumer law.
If the Consumer validly withdraws after expressly requesting commencement of performance during the withdrawal period, the Consumer may be required to pay an amount proportionate to the Service already performed, where permitted by law.
Where a Service has been fully performed before expiry of the withdrawal period, the Consumer loses the statutory right of withdrawal only where all conditions required by applicable law for such loss have been satisfied, including the Consumer's required prior express request or consent and acknowledgement.
The statutory right of withdrawal does not apply where an applicable statutory exception excludes it.
This Article does not affect any more favourable statutory rights available to the Consumer.
The Provider identified for the Booking is responsible for performing the Service in accordance with the Service contract, applicable professional obligations and applicable law.
The Client should report any alleged non-performance, incomplete performance, damage or material quality issue promptly through the complaints channel and provide reasonably available supporting information.
FARENIO may facilitate communications, investigation or resolution between the Client and Provider.
Such assistance does not transfer to FARENIO the Provider's contractual obligations unless FARENIO is independently responsible under applicable law.
No provision of these Client Terms excludes statutory remedies available to a Consumer.
Where FARENIO permits Clients to publish ratings, reviews, photographs or other content, the Client shall ensure that such content is lawful and relates genuinely to the relevant experience.
The Client must not publish content that is:
Where consumer reviews are displayed, FARENIO shall provide the information concerning collection, moderation, publication and processing of reviews required by applicable French law.
FARENIO may moderate or remove unlawful content in accordance with applicable law and its content-moderation procedures.
Where the Client purchases SaaS Services directly from FARENIO, the applicable plan, features, price, billing period and duration shall be disclosed before subscription.
FARENIO grants the Client a limited, non-exclusive, non-transferable right to use the relevant SaaS Service for the duration of the subscription and in accordance with these Client Terms and the subscribed plan.
The Client acquires no ownership of FARENIO software, source code, algorithms, databases or proprietary technology.
Where mandatory consumer rules governing digital content or digital services apply, those statutory rights, including applicable conformity remedies, remain unaffected.
Where a Client purchases a recurring subscription, the following shall be disclosed before conclusion:
Where French law requires an electronic termination functionality, FARENIO shall make available a free and easily accessible online mechanism enabling the Consumer to notify termination electronically.
Termination shall take effect according to the applicable contractual and statutory conditions.
Termination does not affect amounts validly due for services supplied before its effective date.
The Platform may permit connections with third-party PMS, property-management, payment, communications or other software services.
Such third-party services remain governed by their own terms and availability.
FARENIO is not responsible for failures exclusively attributable to an independent third-party system and outside FARENIO's reasonable control.
This provision does not exclude liability where FARENIO is legally responsible for the integration, digital service or failure concerned.
The Client is responsible for ensuring that it has lawful authority to connect a property, account or third-party system to FARENIO.
The Client must not:
Proportionate action may be taken against material violations, subject to applicable law.
The FARENIO Platform, brand, software, interfaces, databases, designs, documentation, workflows, logos and proprietary content are protected by applicable intellectual-property law.
Except where expressly permitted by law or by FARENIO in writing, the Client may not reproduce, distribute, commercially exploit, reverse engineer or create derivative works from protected elements of the Platform.
The Client receives only the rights reasonably necessary to access and use the Platform and purchased digital services in accordance with these Client Terms.
Third-party trademarks and content remain the property of their respective owners.
Personal data is processed in accordance with applicable data-protection legislation, including Regulation (EU) 2016/679 (GDPR) and the French Data Protection Act (*Loi Informatique et Libertés*).
The FARENIO Privacy Policy describes, as applicable:
Where cookies or similar technologies require consent, they shall be handled in accordance with applicable data-protection and electronic-communications requirements.
The Privacy Policy and Cookie Policy are available separately through the Platform.
FARENIO shall use reasonable technical and organisational measures to maintain the availability and security of the Platform.
Temporary interruption may occur for maintenance, security, updates, incidents or circumstances outside FARENIO's reasonable control.
FARENIO does not guarantee uninterrupted or error-free availability.
However, nothing in this Article excludes statutory obligations applicable to digital services supplied to Consumers.
Each party remains responsible for loss caused by its breach of contract or other legally attributable conduct in accordance with applicable law.
For Marketplace Services performed by an independent Provider, the Provider remains responsible for the proper performance of its own contractual obligations toward the Client.
FARENIO remains responsible for its own obligations as marketplace operator and for services that FARENIO itself supplies.
FARENIO shall not be liable for loss resulting exclusively from:
No limitation or exclusion of liability in these Client Terms applies where such limitation or exclusion is prohibited by mandatory law.
In particular, nothing in these Client Terms excludes or restricts mandatory Consumer rights or liability that cannot legally be excluded or limited.
Any limitation applicable specifically to Professional Clients shall be governed by the contractual provisions applicable to those professional relationships and shall not be applied so as to deprive Consumers of mandatory statutory protection.
No party shall be liable for failure to perform an obligation where performance is prevented by an event constituting force majeure within the meaning of Article 1218 of the French Civil Code and applicable French case law.
The affected party shall inform the other party where reasonably possible.
The consequences for suspension or termination of the affected contract shall be determined in accordance with applicable law.
A Client wishing to submit a complaint concerning FARENIO or a Booking should first contact FARENIO through the complaints channel identified on the Platform.
The complaint should contain sufficient information to identify:
FARENIO shall process complaints in accordance with applicable contractual and statutory obligations.
Where the complaint concerns performance by an independent Provider, FARENIO may transmit relevant information to that Provider for the purpose of investigating and resolving the dispute, subject to applicable data-protection law.
In accordance with Articles L.611-1 et seq. of the French Consumer Code, a Consumer has the right, free of charge, to use a consumer mediator for the amicable resolution of an eligible dispute after first submitting a written complaint to the professional concerned and where that complaint has not resulted in an amicable resolution.
FARENIO's designated consumer mediator:
CM2C
49 rue de Ponthieu
75 008 PARIS
Tel: 01 89 47 00 14
Mail: litiges@cm2c.net
The mediator's final identification and contact information shall be published only after GQ VENTURES SAS has formally joined or contracted with the competent mediator and confirmed that the mediator covers the relevant FARENIO B2C activities.
The Consumer retains the right to bring proceedings before a competent court.
For eligible cross-border consumer disputes within the European Union, the Consumer may seek assistance from the competent European consumer assistance network or other legally designated cross-border alternative dispute-resolution mechanism.
Any reference to a European dispute-resolution mechanism shall reflect the mechanism legally available at the date of the dispute.
The Client may cease using the Platform and may request account closure, subject to outstanding Bookings, payment obligations, statutory retention requirements and other obligations that survive termination.
FARENIO may restrict, suspend or terminate an account where reasonably justified by:
Any such measure shall be proportionate and subject to mandatory law.
Termination does not extinguish accrued rights, outstanding payment obligations, pending claims or statutory record-retention requirements.
FARENIO may amend these Client Terms to reflect:
The version applicable to an individual Booking is, in principle, the version accepted when that Booking was concluded, unless a mandatory legal change requires otherwise.
For continuing services or subscriptions, material changes shall be communicated in accordance with applicable law and the applicable contract.
A unilateral amendment shall not retroactively deprive a Consumer of rights acquired under an existing contract.
If any provision of these Client Terms is held invalid, unlawful or unenforceable, the remaining provisions shall continue to apply to the extent legally permissible.
The invalid provision shall not be interpreted or replaced in a manner that deprives a Consumer of mandatory statutory rights.
Subject to mandatory rules of evidence, electronic records, Booking confirmations, account records, payment records and electronic communications may constitute evidence of transactions carried out through the Platform.
Contractual information required to be supplied on a durable medium shall be supplied in a form meeting applicable legal requirements.
Clients are responsible for maintaining a valid electronic contact address associated with their account.
These Client Terms are governed by French law.
For Consumers residing outside France, this choice of law does not deprive them of mandatory protections that cannot lawfully be excluded under the law otherwise applicable to their consumer contract.
For Consumers, disputes shall be brought before the courts having jurisdiction under applicable French and European consumer-protection and jurisdiction rules.
No provision of these Client Terms imposes exclusive jurisdiction on a Consumer where such jurisdiction clause would be unlawful.
For Professional Clients, jurisdiction shall be determined by the contractual terms applicable to the professional relationship and applicable French law.
Depending on the Service used, the contractual framework may include:
In the event of inconsistency concerning a specific Booking, the specific terms expressly accepted for that Booking prevail over these general provisions to the extent permitted by mandatory law.
The Privacy Policy and Cookie Policy govern data-protection matters and do not reduce contractual or statutory Consumer rights.
Before placing an order or subscribing to a paid Service, the Client must be given access to these Client Terms and the mandatory pre-contractual information.
Where acceptance is required electronically, the Client shall expressly confirm acceptance through the mechanism provided by the Platform.
For an order involving payment, the final ordering mechanism shall clearly indicate that confirmation creates an obligation to pay.
FARENIO shall provide the Consumer with confirmation of the concluded distance contract on a durable medium in accordance with applicable law.
The Client should retain a copy of the Client Terms applicable at the date of the transaction.
For use only where the statutory right of withdrawal applies.
To:
GQ VENTURES SAS – FARENIO
7 Allée Claude Debussy, 95390 Saint-Prix, France
Email: admin@farenio.com
Website: https://www.cm2c.net/declarer-un-litige.php
I/We hereby notify you of my/our withdrawal from the contract concerning the following service:
Service:
Booking/order number:
Ordered on:
Name of Consumer(s):
Address of Consumer(s):
Signature of Consumer(s):
(only if this form is submitted on paper)
Date:
Where a Consumer requests performance of a Service before expiry of the statutory withdrawal period, the checkout process should obtain the legally required express request separately from general acceptance of the Client Terms.
Suggested acknowledgement:
"I expressly request that performance of the Service begin before expiry of the statutory 14-day withdrawal period. I understand that, where the Service is fully performed under the conditions provided by law, I may lose my right of withdrawal, and that if I withdraw after performance has begun I may be required to pay the amount corresponding to the Service already performed."
The Platform shall retain evidence of the Consumer's request and acknowledgement where required by law.
Before the Client submits a paid Booking, the Platform should display clearly and immediately:
| Field | Requirement |
|---|---|
| Service provider | Identity of the contracting professional |
| Service | Essential characteristics |
| Date/time | Scheduled performance information |
| Price | Total price inclusive of applicable taxes and mandatory charges |
| Cancellation | Applicable cancellation conditions |
| Withdrawal | Applicable statutory withdrawal information |
| Terms | Accessible Client CGU/CGV |
| Payment | Accepted payment method and total amount payable |
The final confirmation control must contain:
"ORDER WITH OBLIGATION TO PAY"
or an equivalent unambiguous formulation satisfying Article L.221-14 of the French Consumer Code.
GQ VENTURES SAS, operating under the trade name FARENIO · 7 Allée Claude Debussy, 95390 Saint-Prix, France · SIREN: 989 397 666 · RCS: Pontoise · VAT: FR91 989397666 · www.farenio.com
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