General terms of sale

These GTS set the conditions under which Pandem (identified in the legal notice) provides its hosting services, virtual servers (VPS), game servers, Discord bot hosting, web hosting, email, DNS hosting and related services, to business and consumer customers. Where a clause applies only to consumers or only to businesses, it says so.

The services run on servers that Pandem operates in France (Tours area); some parts rely on the providers named in the legal notice. Each plan's resources and limits are those described on its page at the time of the order.

Unless a plan with a specific service level agreement (SLA) is subscribed, services are provided on a “best-effort” basis: Pandem uses reasonable means to ensure service continuity without guaranteeing a quantified availability. The actual measured availability is published transparently on the status page status.pandem.fr.

Services come with IPv6. An IPv4 address is included or offered as a paid option, as shown on each plan.

Prices are shown including VAT, with the amount excluding VAT beside them. The VAT applied depends on your situation (country, business or consumer) and the total to be charged is shown at checkout, before you pay. Services are billed in advance for the period chosen at the order, monthly or yearly.

Payment is made by bank card (processed by Stripe) or with PayPal; no other means of payment is offered. The service is delivered once the payment is confirmed. An invoice is issued for every payment and is available in your customer area.

Virtual servers include a monthly traffic allowance. When a price per extra GB is shown on the plan at the time of the order, traffic beyond the allowance is billed at that price, invoiced during the period and at its end. Otherwise the server is slowed to 1 Mbit/s once it reaches its allowance and nothing more is billed.

Services are subscribed for the period chosen (one month or one year) and renew automatically at the end of each period for the same length, at the price then in force, unless you cancel. You can cancel at any time from your customer area: the service stays active until the end of the period already paid and is not renewed.

If a renewal is not paid, Pandem may suspend and then delete the service concerned, after telling you by email.

Email: if payment is not made at the due date, or when a cancellation takes effect, the service becomes read-only, new mail is refused and sending is stopped, but you can still sign in and export your data. It is suspended 30 days later (no access at all) and the mailboxes are permanently deleted 60 days after the due date. You are notified at each step, then 7 days and 1 day before deletion. Paying the open invoice before deletion restores the service exactly as it was.

Consumers: once a yearly plan has renewed, you can end the contract at any time and you are refunded for the months not yet started (article L.215-1 of the Consumer Code).

As a consumer, you have 14 days from the day of the order to withdraw from it, without giving any reason or paying any penalty (articles L.221-18 and following of the Consumer Code).

A hosting service starts as soon as it is paid. So every checkout asks you to request that it starts now, before the end of the 14 days, and to acknowledge what follows: if you withdraw within the 14 days, you pay for the days already used, in proportion to the price paid, and we refund the rest within 14 days of your request, with the means of payment you used (article L.221-25). You can no longer withdraw once the service has been fully provided (article L.221-28, 1°).

To withdraw, tell us clearly before the end of the 14 days: by email to contact@pandem.fr, or with a support ticket from your customer area. You may use the model form below; it is not compulsory.

The customer undertakes to make lawful use of the services and to comply with the acceptable use policy. The following are notably prohibited: abusive mining, sending spam, denial-of-service attacks, hosting illegal content and any activity harming network integrity. Any abuse can be reported to abuse@pandem.fr or through the abuse report form.

The detailed rules are set out in the acceptable use policy.

The customer remains responsible for their own backups. The backup options offered by Pandem do not exempt the customer from keeping their own copies. The processing of personal data is detailed in the Privacy Policy (GDPR).

Pandem is liable for the proper performance of the services, under the conditions set by law. It is not liable for damage caused by the customer's own fault, by a third party unconnected with the service, or by force majeure.

Business customers: Pandem is not liable for indirect damage (lost profit, lost business, data the customer could have backed up), and its total liability for a service is limited to the amounts paid for that service over the twelve months before the event.

Consumers: nothing in these terms limits Pandem's liability towards you beyond what the law allows, nor your legal guarantees (section 9).

Pandem must supply a digital service that conforms to the contract for the whole time it is supplied, and is answerable for any lack of conformity that appears during that time (articles L.224-25-12 and following of the Consumer Code).

If the service does not conform, you can ask for it to be brought into conformity, free of charge and within a reasonable time. If that is impossible or not done, or if the defect is serious, you can obtain a price reduction or end the contract and be refunded for the period not supplied. You do not have to prove that the defect already existed.

If you have a complaint, write to contact@pandem.fr or open a support ticket; we look for an amicable solution first.

These GTS are governed by French law. The French version prevails over the English and German translations if they differ. Failing an amicable solution, the French courts have jurisdiction; a consumer may also bring the case before the court of the place where they lived when the contract was concluded or where the damage occurred.

For any question regarding these GTS: contact@pandem.fr. The legal information about the publisher appears in the legal notice.