Terms and Conditions - Léti’Quête EI Laëtitia Vasseur-Reibel

12 - CHARACTERISTICS AND CONDITIONS OF SERVICE REALIZATION

12.1 - Essential characteristics of Services

Services offered are displayed on the Site available at the following address: https://www.letiquete.fr/, available at the following address: https://www.letiquete.fr/tarification and made available to the Client in practice, during opening hours, at Léti'Quête Cocoons (13 rue de la Garenne 34230 Saint Pons de Mauchiens) and Pilates and Plus (8 chemin de Servières 34800 Clermont l'Hérault), namely:

• Services offered by the Company: per session, in packages or loyalty packs;

• Gift vouchers for these same Services.

12.2 - Detailed description of services offered

To ensure perfect understanding of Services offered by the Company, essential characteristics of main services are detailed below:

• "Léti'Quête Magic Touch": Personalized wellness massage combining different manual techniques adapted to Client's specific needs, identified during preliminary interview.

• "The Key": Support program including 30 (thirty) hours of personalized individual sessions (in-person or videoconference), as well as a customized wellness toolkit aimed at empowering you in your well-being approach.

• "The Crossroads": Complete 120 (one hundred twenty) minute session combining different wellness techniques (massage, energy techniques, sound therapy) determined according to needs expressed by the Client.

• "Light-Hearted": Wellness massage integrating exclusive use of vibratory instruments (bowls, drums) to promote deep relaxation state.

• "Perfect Bodies": Energy rebalancing session using different energy techniques without therapeutic purpose.

• "Harmoni'Season": Seasonal support program including three sessions spread over a quarter, i.e. 1 (one) per month, and adapted to specific needs of each season.

These descriptions are provided for informational purposes and have no contractual value.

Each session is personalized according to Client needs at the time of its realization, in compliance with principles stated in these GTCSU and the Company's Code of Ethics available at the following address: https://www.letiquete.fr/code-de-deontologie-en.

12.2 - Service realization conditions

The purpose of the Company's activity is exclusive well-being of the person.

In accordance with legislation in force, wellness sessions offered by the Manager, in absence of diagnosis and therapeutic treatment, in no way resemble, neither in content nor objectives, the practice of physiotherapy, as well as any medical, therapeutic, aesthetic or sports practice. These are wellness and relaxation techniques only.

Also excluded from the Company's activity are all services of erotic or sexual nature. Any inappropriate behavior by a Consultant towards the Manager may be subject to legal proceedings.

For more information, the Client is invited to consult the Code of Ethics available at the following address: https://www.letiquete.fr/code-de-deontologie-en.

12.3 - Individual consent

Before starting the first session in practice, each Individual Client must complete and sign a document entitled "Individual consent" whose objectives are as follows:

• Inform the Client and request their agreement regarding collection and processing of health data concerning them and their family;

• Define a strict framework of communication methods between the Company and Client within their exchanges with the Company;

• Ensure the Company that the Client has taken note of all legal documents made available to them, that they agree with their content, and that they accept to comply with them.

Essential to begin any Service in practice, the "Individual consent" document is however not required for itinerant Services (home, business, vacation location ...).

The Company reserves the right to refuse to perform a session if this document has not been completed and signed by the Individual Client.

12.4 - Service delivery locations

For Individuals, the Company intervenes, only by appointment, in the following places: at Léti'Quête Cocoon located 13 rue de la Garenne 34230 Saint Pons de Mauchiens, at Pilates and Plus Cocoon located 8 chemin de Servières 34800 Clermont l'Hérault and, under certain conditions, in other indoor locations (home, business, vacation location, collective room ...) as well as outdoor (garden, park, forest ...).

For Professionals, the Company only intervenes by appointment in the location(s) mentioned in the service contract linking the two parties.

Travel costs are offered within a radius of 15 (fifteen) kilometers around Léti'Quête Cocoon, located at 13 rue de la Garenne 34230 Saint Pons de Mauchiens.

Except for special provisions, beyond this limit, travel costs will be invoiced based on Google Maps websites, available at the following address: https://maps.google.fr/, and Impots.gouv.fr, available at the following address: https://www.impots.gouv.fr/simulateur-bareme-kilometrique.

For more information, the Client can consult the Pricing Policy available at the following address: https://www.letiquete.fr/politique-tarifaire.

12.5 - Days, hours and service delivery conditions

Léti'Quête Cocoon, located 13 rue de la Garenne 34230 Saint Pons de Mauchiens, is open Monday to Saturday from 10:00 to 19:00 (except opening days of Pilates and Plus Cocoon).

Pilates and Plus Cocoon, located 8 chemin de Servières 34800 Clermont l'Hérault, is open on Saturday from 10:00 to 19:00 according to an established annual calendar.

For any Service, with exception of a clause previously established between the two parties, the Company makes available to the Client all necessary professional equipment (massage table, massage chair, linen, massage oil, essential oils ...).

For any Service performed on the road by the Company, the Client undertakes to make available to the Manager a free and heated space, with minimum surface of 6 (six) square meters for individual session or 20 (twenty) square meters for group session, with access, hygiene, calm and safety conditions compatible with realization of reserved Service.

For more information, the Client is invited to consult the Pricing Policy available at the following address: https://www.letiquete.fr/politique-tarifaire.

12.6 - Appointment booking

Appointment booking is done, by choice, according to one of the following methods:

• Online booking via Perfactive at the following address: https://perfactive.fr/accompagnante-holistique/saint-pons-de-mauchiens/laetitia-vasseur-reibel;

• Email at the following address: contact@letiquete.fr;

• SMS at the following number: (+33)6 63 82 29 94;

• Telephone at the following number: (+33)6 63 82 29 94;

• WhatsApp at the following number: (+33)6 63 82 29 94.

12.7 - Specific conditions for remote sessions

12.7.1 - Technical procedures

Remote sessions are conducted via Kmeet videoconferencing service accessible at URL https://kmeet.infomaniak.com/.

Before any remote session, the Client undertakes to:

• Have stable Internet connection with minimum recommended speed of 2 Mbps download and upload

• Test their equipment (camera, microphone, speakers) before session using test tool available at https://kmeet.infomaniak.com/test

• Install themselves in calm, private environment adapted to session, guaranteeing exchange confidentiality

• Provide backup solution in case of technical problem (for example, possibility to follow session by telephone)

• Plan to be available 10 (ten) minutes before scheduled time to resolve any technical problems

For its part, the Company undertakes to:

• Provide secure connection link to Client at least 24 (twenty-four) hours before session

• Be available 10 (ten) minutes before session start to accompany Client in case of technical difficulty

• Ensure professional, calm environment guaranteeing confidentiality

Detailed technical prerequisites for Kmeet use:

1. Minimum required configuration:

   • Recent computer, tablet or smartphone (less than 5 years)

   • Updated operating system: Windows 10/11, macOS 10.15+, Android 9+, iOS 14+

   • Compatible browsers: Chrome (v88+), Firefox (v85+), Safari (v14+), Edge (v88+)

   • RAM: 4 GB minimum

   • Processor: dual-core minimum

2. Internet connection:

   • Recommended download speed: 2 Mbps minimum

   • Recommended upload speed: 2 Mbps minimum

   • Latency: less than 100ms

   • Packet loss: less than 3%

   • Mandatory connection test: https://kmeet.infomaniak.com/test

3. Devices:

   • External or integrated webcam (minimum 720p resolution)

   • External or integrated microphone

   • Speakers or headphones

   • Prefer wired connection rather than Wi-Fi when possible

4. Environment:

   • Calm and well-lit room (avoid backlighting)

   • Neutral and professional background

   • Absence of noise sources

   • Availability during 10 (ten) minutes before appointment for technical tests

5. Connection procedure:

   • Unique and secure link will be sent 24 (twenty-four) hours before session

   • This link must remain confidential and not be shared

   • Connect 10 (ten) minutes before appointment time to test settings

   • In case of connection problem, follow backup procedure

12.7.2 - Technical incident management

In case of technical incident during remote session:

• If interruption is less than 5 (five) minutes, session will continue normally and be extended by interruption duration

• If interruption is more than 5 (five) minutes but less than 15 (fifteen) minutes, session will continue and be extended within Manager's availability limits

• If interruption is more than 15 (fifteen) minutes or if technical problems make it impossible to continue session under satisfactory conditions, session will be rescheduled without additional fees, according to both parties' availability

For specific cases:

1. Problems related to Client equipment or connection:

   • If session cannot take place due to technical problem on Client side, alternative solution (by telephone) will systematically be offered when nature of service allows it.

   • In case of impossibility to use this alternative solution or if it does not suit service nature, session will be rescheduled once without additional fees.

   • If problem persists during second attempt, Company may propose, at its discretion and according to service nature: a) New adapted alternative solution b) Additional exceptional postponement c) Conversion of session to in-person (with tariff adjustment if applicable)

   • Only total absence of solution after these multiple adaptation attempts may justify session billing according to usual conditions.

2. Problems related to Kmeet platform:

   • In case of general platform failure, Company will immediately propose alternative (telephone) or fee-free session postponement.

   • If no alternative solution is possible and session must be cancelled, no fees will be charged to Client.

3. Problems related to Company equipment or connection:

   • In case of technical problem on Company side making session impossible, it will be rescheduled without fees, at date suitable for both parties.

   • If postponement is not possible or desired by Client, they will be fully refunded amounts paid for session.

Company undertakes to show flexibility and prioritize Client satisfaction in technical incident resolution, while maintaining professional quality of its services.

In case of session cancellation or postponement, conditions provided in article 12.8 of these GTCSU apply.

12.7.3 - Responsibility in case of technical problems

Company cannot be held responsible for technical problems related to:

• Client computer equipment or Internet connection

• Kmeet videoconferencing service failure independent of Company will

• Problems related to Internet service providers or telecom operators

• Events falling under force majeure as defined in article 10 of these GTCSU

• Any other technical circumstance beyond Company direct control

In case of recurring technical problems attributable to Client, Company reserves right to propose only in-person sessions.

12.7.4 - Confidentiality and security of remote sessions

Company undertakes to:

• Use exclusively Kmeet, secure platform compliant with GDPR

• Not record sessions without Client's prior written consent

• Guarantee confidential environment throughout session duration

Client undertakes to:

• Not record, screenshot or share session content without Company's prior written agreement

• Ensure no one else attends session without Company agreement

• Preserve confidentiality of connection link communicated to them

Any breach of these confidentiality obligations may result in immediate session termination without refund.

Client is expressly informed that any session recording or screenshot performed without Manager's prior written consent constitutes breach of privacy liable to criminal sanctions in accordance with article 226-1 of Penal Code, which provides for penalty of 1 (one) year imprisonment and 45,000 (forty-five thousand) euros fine for anyone who voluntarily breaches privacy of others by capturing, recording or transmitting, without consent of their author, words spoken privately or confidentially or image of person in private place.

As such, screenshots, even partial or temporary, are explicitly assimilated to recordings and subject to same prohibitions and sanctions as those mentioned above.

12.7.5 - Session recording and screenshot policy

12.7.5.1 - Formal prohibition of session recording and captures

To protect intimacy and confidentiality of exchanges, it is formally prohibited for any person, Client or third party, to record sessions by any means whatsoever (audio recording, video, screenshot, etc.), including via third-party screenshot or automatic recording applications or software.

Any unauthorized recording constitutes serious violation of these GTCSU and may result in:

• Immediate session termination without refund

• Immediate termination of any package or pack in progress

• Refusal to provide subsequent services

• Legal proceedings in case of use or dissemination of recorded content

Client is informed that non-consensual recording of person in private place constitutes criminal offense within meaning of article 226-1 of Penal Code, punishable by one year imprisonment and 45,000 (forty-five thousand) euros fine.

Company reserves right to use technical means to detect any recording attempt during videoconference sessions.

12.7.5.2 - Recordings made by Company

Company undertakes to:

• Never record sessions without Client's prior, explicit written consent

• Clearly inform Client, in case of authorized recording, of recording start and end

• Specify exact purpose of recording (professional training, development of personalized materials, etc.)

• Store any authorized recording on secure media with restricted access

• Permanently delete recordings after their use within agreed purpose framework, and at latest within 3 months, unless specific Client agreement

• Never use recordings for promotional purposes without separate written Client authorization

12.7.5.3 - Recording authorization procedure

When recording is desired by one of parties:

1. Request must be made in writing at least 24 hours before session

2. Specific authorization form will be sent, specifying:

   • Nature and duration of recording (audio only or audiovisual)

   • Purpose and intended use

   • Storage and security conditions

   • Conservation duration

   • Client rights concerning recording (access, deletion, etc.)

3. Signed authorization must be returned before session start

4. Client may revoke authorization at any time, resulting in immediate recording deletion

12.7.5.4 - Screenshots for educational purposes

Within exclusive framework of support sessions requiring visual materials (exercises, demonstrations, explanatory diagrams):

• Manager may, with Client's verbal agreement obtained during session, make limited screenshots of educational materials

• These captures must never include Client image

• They will be shared exclusively with concerned Client within 24 (twenty-four) hours following session

• They will be deleted from Company servers within maximum 7 (seven) days

In addition to rights mentioned in article 9 of CRP, Client may at any time request immediate deletion of these screenshots.

12.7.5.5 - Technical prevention measures

Company implements technical measures to prevent unauthorized recordings, notably:

• Exclusive use of Kmeet platform, secure and GDPR compliant

• Activation of visual indicators signaling any recording attempt

• Deactivation, when technically possible, of screenshot functionalities

• Systematic information at session start about prohibition of unauthorized recording

In case of suspicion of unauthorized recording, Manager reserves right to immediately interrupt session.

12.7.6 - Responsibility allocation and alternative solutions in case of technical problems

In case of technical difficulties preventing proper conduct of remote session, responsibilities are distributed as follows:

12.7.6.1 - Problems attributable to Client

Following problems are considered attributable to Client:

• Computer equipment not compliant with prerequisites detailed in article 12.7.1 of these GTCSU

• Unstable or insufficient internet connection after verification via recommended test tool

• Inappropriate environment (noise, frequent interruptions, poor lighting)

• Non-compliance with previously communicated technical recommendations

In these cases:

• First time: session will be postponed without fees once only

• In case of recurrence: session will be considered due and billed according to standard conditions

• Alternative: Company will propose possibility to continue session by telephone when service nature allows

12.7.6.2 - Problems attributable to Company or its suppliers

Following are considered attributable to Company or its suppliers:

• Kmeet server failure

• Technical problem on Manager side

• Impossibility for Manager to ensure session under satisfactory technical conditions

In these cases:

• Session will be rescheduled without fees at date suitable for both parties

• No penalty will be applied to Client

• If no alternative date suits within 30 (thirty) days, full session refund will be offered

12.7.6.3 - Emergency procedure in case of interruption during session

In case of sudden connection interruption, initiated by Client or related to technical problem, during ongoing session:

• Parties will attempt to restore connection within 5 minutes

• In case of failure, Manager will immediately contact Client by telephone

• Session may be continued by telephone or rescheduled according to service nature

• If interruption occurs after completion of at least 75 (seventy-five) percent of planned duration, session will be considered complete

• If interruption occurs before, postponement of remaining time will be offered

12.7.7 - Specific conditions for duo sessions

Duo sessions refer to services performed simultaneously for two people in same space.

For these services:

• Each participant must explicitly consent to presence of other person during session

• Both participants must individually sign consent documents

• Confidentiality of information exchanged during session is shared between participants

• Participants must present themselves together, any cancellation by one participant will result in application of standard cancellation conditions to entire service

• Duo rate applies only when both people receive service simultaneously in same space

• Company reserves right to refuse duo service if material conditions do not allow its realization under optimal conditions

• In case of inappropriate behavior by one participant, Manager may immediately end session for both participants, without this opening right to any refund

12.7.8 - Specific conditions for transition from in-person to videoconference and vice versa

To guarantee continuity of certain Services that would lend themselves to it, Company may propose conversion methods between in-person and remote sessions in following situations:

Conversion from in-person to videoconference:

1. In case of:

• In these situations, session will be maintained at same date and time, via Kmeet platform, without additional fees or partial refund even if videoconference rate is lower.

• Justified impossibility of Client travel (illness, exceptional weather conditions, etc.), communicated at least 24 hours before appointment

• Exceptional closure of Company premises

• Recommendation from health or administrative authorities

2. Conversion from videoconference to in-person:

• In these situations, if in-person session rate is higher than videoconference rate, difference will be billed to Client. If conversion is at Company initiative due to technical problems, no supplement will be billed.

• At Client request, subject to availability in Company schedule

• In case of recurring technical difficulties making good execution of remote sessions impossible

3. Conversion request deadlines and procedures:

• Any conversion request must be addressed by email to following address: contact@letiquete.fr, or by telephone at following number: (+33)6 63 82 29 94

• Company will confirm conversion possibility within maximum 12 (twelve) working hours

• In case of conversion impossibility, standard cancellation and postponement conditions will apply in accordance with article 12.8 of these GTCSU

4. Follow-up continuity:

• Regardless of service modality (in-person or videoconference), Company guarantees follow-up and support continuity

• All collected information will be integrated into same Client file

12.8 - Absence and cancellation conditions

For application of this article:

• "Late cancellation" means any cancellation notified to Company less than 48 (forty-eight) hours before scheduled appointment time, by any means of communication (telephone, email, SMS or WhatsApp);

• "Absence" means failure to appear for appointment without prior cancellation or appearing with delay such that it does not allow correct and complete realization of reserved session, in accordance with article 12.10 of these GTCSU.

These two situations are counted identically in application of progressive fee scale mentioned in this article.

For any Booking, to limit absences or late cancellations, two reminders are automatically sent:

• by email, 3 (three) days before session;

• by email, SMS and/or WhatsApp, day before session.

For Company to offer slot to another person, any cancellation must be communicated to it, by email at contact@letiquete.fr or by telephone at (+33)6 63 82 29 94, at latest 48 (forty-eight) hours before session.

In case of late cancellation, Company undertakes, as far as possible, to offer free rescheduling of appointment within 7 (seven) days following cancellation.

Understanding that unforeseen events may occur, for any first late cancellation of Booking in practice, if session cannot be rescheduled within allotted time, no fees will be charged to Client.

However, for subsequent late cancellations, or in case of appointment absence, fees will be charged according to following progressive scale:

• 1st absence: 15 (fifteen) percent of price

• 2nd late cancellation or absence: 25 (twenty-five) percent of price

• 3rd late cancellation or absence: 50 (fifty) percent of price

• 4th late cancellation or absence: 75 (seventy-five) percent of price

• From 5th late cancellation or absence: 100 (one hundred) percent of price

This count of late cancellations is reset every 12 (twelve) rolling months from date of first late cancellation or absence.

Company keeps precise register of these cancellations to guarantee fair application of this policy.

Late cancellation fee billing procedures:

• For Clients having provided banking details, fees will be automatically charged on bank card used during booking or during previous appointment, after sending information email.

• For Clients not having provided banking details, invoice will be issued and sent by email with 15 (fifteen) day payment deadline. If next visit is scheduled within allotted time, Client may settle said invoice by check, cash or bank card upon arrival.

• In case of non-payment of cancellation fees within allotted time, Company reserves right to refuse any new booking until regularization.

Also, to confirm Booking of any itinerant Service (home or vacation location), 50 (fifty) percent deposit of price will be billed, collected upon Booking, and will not be refunded in case of absence or late cancellation.

Finally at any time, not to penalize people waiting for appointment, Company reserves right to refuse to work with those who would not respect this clause.

12.9 - Work incapacity

In case of temporary physical incapacity, following illness or accident, of Manager, Company reserves right to reschedule new appointment dates, in consultation with Client, without compensation being required by latter.

In case of permanent physical incapacity of Manager, any type of contract or commitment with Company Clients will be terminated automatically without Company being able to claim compensatory indemnity. Deposits received will be returned to Client within maximum 8 (eight) days following contract termination.

12.10 - Delay management

Appointment booking by the Company is done to avoid delays.

Time is provided between each session to allow welcoming next Consultant under best possible conditions.

Consultant is asked to arrive at time indicated during appointment booking because:

• if they arrive early, place may not yet be ready;

• if they arrive late, session will be shortened so as not to keep next Consultant waiting.

If their delay is such that it cannot allow correct and complete realization of reserved session, Company reserves right to refuse Consultant, and session will be considered due.

12.11 - Regulatory compliance and legal framework evolution

Services offered by Company are provided in strict compliance with French legislative and regulatory framework in force at date of their realization.

Company recognizes that wellness sector is subject to potential regulatory developments, particularly concerning delimitation between wellness acts and therapeutically aimed acts, required professional qualifications and applicable hygiene and safety standards.

Company undertakes to:

• Conduct permanent regulatory watch on legal texts applicable to its sector of activity;

• Adapt its practices, training and service offerings according to legislative and regulatory developments;

• Inform Clients of any substantial change in legal framework likely to affect Service realization conditions;

• Immediately comply with any new legal or regulatory provision, even in absence of formal update of these GTCSU.

Client is informed that any modification of legal framework subsequent to contract conclusion is binding on parties and may, depending on its nature, affect conditions, content or execution methods of Services.

In such hypothesis, Company undertakes to seek, as far as possible, alternative solutions compliant with new regulation to preserve essence and purpose of initially agreed Services.