Consumer Information & Dispute Resolution

Last updated: 19 September 2026

This Consumer Information notice applies to consumers using the website www.farenio.com, the FARENIO digital marketplace and the related digital services operated by GQ VENTURES SAS under the trade name FARENIO.

ARTICLE 1 – PLATFORM OPERATOR

FARENIO is operated by GQ VENTURES SAS.

FARENIO operates a digital marketplace and ecosystem through which users may search for, book and manage cleaning, property-turnover and related services and access associated digital tools.

Where a service is offered through the marketplace by an independent professional Service Provider or Vendor, the identity and professional status of the relevant provider must be made available to the consumer as required by applicable law before the consumer becomes contractually bound.

ARTICLE 2 – ROLE OF FARENIO

Unless FARENIO expressly identifies itself as the direct supplier of a particular service, FARENIO acts as a digital marketplace/intermediary facilitating the relationship between Clients and independent professional Service Providers or Vendors.

Independent Service Providers and Vendors remain legally and professionally responsible for the services they provide, subject to the allocation of responsibilities established by applicable law and the relevant contractual documentation.

The identity of the contracting professional and FARENIO's role in the transaction must be communicated to the Client before conclusion of the relevant contract.

Nothing in this section excludes or limits any mandatory statutory responsibility imposed on GQ VENTURES SAS as marketplace operator, intermediary or direct supplier where applicable.

ARTICLE 3 – PRE-CONTRACTUAL INFORMATION

Before a consumer places an order, FARENIO and/or the contracting professional, as applicable, provides the information required for the relevant transaction, including:

• The essential characteristics of the service;
• The identity and contact information of the contracting professional;
• The total price payable, including applicable taxes and mandatory charges, or the method by which the price is calculated where it cannot reasonably be determined in advance;
• Any applicable platform, booking or other charges;
• The scheduled date, time or period for performance;
• Applicable payment arrangements;
• Cancellation conditions;
• The duration of the contract, where applicable;
• Applicable complaint and dispute-resolution procedures;
• Information concerning the statutory right of withdrawal and any applicable exception or loss of that right; and
• Any other information required by applicable consumer law.

The information applicable to a particular booking or subscription is displayed during the ordering process and forms part of the contractual documentation for that transaction.

ARTICLE 4 – PRICES

Prices displayed to consumers must be presented clearly before an order is confirmed.

Where required by law, the total amount payable is shown inclusive of applicable taxes and mandatory charges before the consumer confirms the transaction.

Any additional optional service or charge must be identified separately.

No additional payment may be imposed through a pre-selected optional service where consumer consent is legally required.

ARTICLE 5 – ORDERS AND PAYMENT OBLIGATION

Before final confirmation of a paid order, the consumer is provided with a summary of the essential characteristics of the service, the applicable price and the relevant contractual information.

The final order mechanism must clearly indicate that confirming the transaction creates an obligation to pay, using the legally required wording or another unambiguous equivalent.

Accepted payment methods and any applicable restrictions are communicated during the ordering process.

ARTICLE 6 – RIGHT OF WITHDRAWAL

Where the statutory right of withdrawal applies to a distance contract, a consumer generally has 14 days to exercise that right in accordance with the French Consumer Code.

Where the consumer expressly requests that a service begin before expiry of the withdrawal period, the legal consequences of that request are communicated before performance begins.

Where the service has been fully performed before expiry of the withdrawal period following the consumer's prior express request and acknowledgement, the right of withdrawal may be lost in accordance with applicable law.

Where a statutory exception to the right of withdrawal applies, the consumer is informed before becoming contractually bound.

The applicable withdrawal procedure and statutory withdrawal form are made available through the relevant Client Terms/CGV or booking interface.

ARTICLE 7 – COMPLAINTS

Consumers may submit complaints concerning FARENIO or a transaction facilitated through the Platform to:

FARENIO – Customer Service

GQ VENTURES SAS, 7 Allée Claude Debussy, 95390 Saint-Prix, France

Email: contact@farenio.com · Telephone: +33 9 85 05 63 57

Where the complaint concerns the performance of a service by an independent Service Provider or Vendor, FARENIO may facilitate communication and complaint handling without prejudice to the respective legal responsibilities of the parties.

ARTICLE 8 – CONSUMER MEDIATION

In accordance with the French Consumer Code, after first submitting a written complaint to FARENIO and where the dispute has not been resolved directly, an eligible consumer may refer the matter free of charge to the consumer mediator competent for the dispute.

Consumer mediator appointed by GQ VENTURES SAS:

CM2C

49 rue de Ponthieu

75 008 PARIS

Tel: 01 89 47 00 14

Website: https://www.cm2c.net/declarer-un-litige.php

Mail: litiges@cm2c.net