Clear terms. Support you can trust.

1. Legal notice

The website www.depannageinformatiquesisteron.com is published by Ioan-Monel PEPELEA, sole trader (EI), trading as IP Depannage Informatique.

The names IP Depannage Informatique and IP dépannage à distance refer to the services of this same sole-trader business, identified by SIREN 801 385 907.

SIREN and registration in the French National Business Register: 801 385 907.
Main activity: repair of computers and peripheral equipment; APE activity code 95.11Z.

Administrative registered address: 11 rue de la Mission, 04200 Sisteron, France. No public reception.
Telephone: +33 7 64 19 77 90.
Email: contact@depannageinformatiquesisteron.com.

Publication director: Ioan-Monel PEPELEA.

Hosting: Webador, a service of JouwWeb B.V., Torenallee 20, 5617 BC Eindhoven, Netherlands. Telephone: +31 40 303 1360. Website: www.webador.fr.

2. Purpose and services covered

These general terms of service govern the computer maintenance, troubleshooting and support entrusted to IP Depannage Informatique by individual or business clients. The provisions intended for consumers apply to people acting for purposes outside their professional activity, as well as to other clients legally entitled to equivalent protection.

They cover, in particular:

• Diagnosis, troubleshooting, repair, maintenance and optimisation of PCs, Macs and peripherals; systems, software, updates and security issues.
• Support for smartphones and tablets, accounts and email, backups, transfers and attempts to recover data.
• Internet connections, broadband boxes, networks, Wi-Fi, printers and scanners.
• Configuration of televisions, terrestrial digital/satellite equipment, multimedia solutions, lawful streaming, gaming and Starlink.
• Agreed installation and configuration of connected equipment, home automation, cameras and alarms.
• Website creation, modification and maintenance, support with search visibility and the use of digital tools.
• Practical training, digital support and small administrative tasks expressly described in the order.

Work takes place at the client's home within the accepted area around Sisteron, particularly in departments 04 and 05, or remotely in France when technically feasible. The quotation or confirmation specifies the exact scope, the equipment concerned and the limits of each intervention.

The scope of each service is defined before work begins. Clients retain control of their equipment, accounts and subscriptions taken out directly with third parties. Regulated services are accepted only when the necessary qualifications, authorisations and insurance are in place. A one-off intervention does not automatically create a subscription or recurring payment.

3. Quotations, bookings and orders

Clients describe their needs and the difficulties encountered. Before committing, they receive the essential information: the service content, price or calculation method, additional charges, planned date or timeframe and payment terms. A quotation or written confirmation summarises these details.

A simple request for information or an appointment slot does not, by itself, constitute a paid order. The order becomes binding when the client accepts the offer and these terms, by signature or written agreement, or through an ordering process that clearly states the obligation to pay. Confirmation is provided on a durable medium, including by email.

Remote diagnosis and the connection test alone are free for up to ten minutes, without repair, under the conditions in article 4. Any other paid diagnosis must be expressly described, priced and accepted before it is carried out. Any additional work or increase beyond the agreed amount requires the client's prior agreement. The applicable terms are those provided when the order is placed; a later website change does not alter them retrospectively.

4. Prices and travel charges

Prices for individual clients are expressed in euros, inclusive of all taxes (TTC). The service amount and any travel charges are stated before the order and confirmed in the accepted offer.

Free diagnosis and repair at 29 €. The free offer covers only diagnosis and the connection test, for up to ten minutes, without repair. A repair, even when completed during these first ten minutes, falls under the package stated and accepted before paid work begins. The Express package at 29 € TTC covers an accepted quick repair with the agreed fault actually resolved, including during the first ten minutes or, for example, in fifteen to twenty minutes. These examples do not set a limit of fifteen or twenty minutes.

If the agreed fault is not resolved and no other service has been accepted, the amount paid for the Express package at 29 € is refunded. Any change of package or scope requires the client's prior agreement.

A single remote-support package. The packages at 29 €, 49 € and 69 € TTC are not added together. The package suited to the intervention is stated and accepted before the corresponding work begins. After one hour, an extension at 17,25 € TTC per additional fifteen minutes may be offered, depending on the need and availability, only with the client's prior agreement and a new payment. It is never automatic.

On-site packages. The displayed prices are 89 € TTC for the diagnosis and stabilisation package, 178 € TTC for the comfort and optimisation package, and 267 € TTC for the connected-home clarification package. Their scope, indicative duration and any travel charge are specified on the Prices page and confirmed before the intervention.

Specific services. Starlink setup is offered from 429 € TTC; installation of cameras, alarms and small home-automation equipment from 149 € TTC. The corresponding optimisation work is displayed at 89 € TTC per hour, with a travel charge depending on the municipality. The essential website-creation package is offered from 1 299 € TTC, including hosting for one year; optional features are quoted separately. The final amount, equipment, supplies, third-party services and included work are specified in the accepted offer. Other business or individual needs are subject to the displayed price or an agreed quotation.

The on-site service covers the eligible area around Sisteron, particularly in departments 04 and 05. Geographical distances between municipality centres are indicative, as the crow flies; they are not exact road distances. The charge applicable to the municipality and the total amount are confirmed before any travel. Beyond the eligible area, a specific request must be assessed and expressly accepted. The mere presence of a municipality in the national directory does not confirm an out-of-area visit; this directory also enables remote support, depending on technical feasibility.

The prices shown on the Prices page may change for future orders. An order already accepted retains the agreed terms. Any additional work requires a new prior agreement on its scope and price.

Remote computer support does not qualify for the French “services à la personne” tax credit. For on-site work, any eligibility depends on the exact nature of the service and the provider's actual status under the scheme; it must be expressly confirmed and substantiated. No tax benefit is automatically promised for troubleshooting, repair or website creation.

5. Performance and timeframes

The intervention date or timeframe is stated in the order confirmation. If no timeframe has been agreed with a consumer, the service is performed without unjustified delay and no later than thirty days after the contract, in accordance with the applicable rules.

Clients are informed of any unavailability or difficulty that may change the timeframe. In the event of delay, they retain their rights, including the right to request performance within a reasonable additional period and, if necessary, to terminate the contract. They may terminate it immediately when the date was an essential condition or when the provider clearly refuses to perform. Refunds due are made within the statutory time limits.

A check at the end of the intervention and a record of the work allow the results and any reservations to be recorded. This check does not remove any of the client's statutory rights.

6. Stancer payment and invoicing

Card payment is available through a secure Stancer payment link sent personally by Ioan, the technician at IP Depannage Informatique, after the agreed service and amount have been confirmed. The payment methods actually accepted and any restrictions are specified before the client commits; the cards that can be used are indicated on the secure Stancer page. Other accepted methods are communicated before the order. A one-off intervention does not establish a recurring payment or subscription.

Stancer processes the payment transaction; IP Depannage Informatique remains the service provider for the intervention and the contact for package selection, performance, invoices, complaints and refunds. Stancer's terms of service applicable to the professional do not replace these service terms intended for the client.

Remote support. After the diagnosis and connection test alone, free for up to ten minutes, feasibility and the package at 29 €, 49 € or 69 € TTC are confirmed, and the client then gives their agreement. For paid work that has yet to begin, payment for the accepted package takes place before the repair starts. If an Express repair at 29 € TTC has already been expressly accepted and the agreed fault is resolved during the initial exchange, payment takes place after the session has been fully ended and the software closed. Any change of package or scope requires prior agreement; packages are not cumulative. After one hour, an extension requires a new agreement and a new payment link for 17,25 € TTC per fifteen minutes before the additional time begins.

Your privacy during payment. Every remote-support session must be fully ended and IP Assistant Remote Control closed before any bank details are entered. Simply pausing the session or hiding the window is not sufficient. Clients open the Stancer link and complete payment and authentication on their own, with no screen sharing or remote control during this step. Paid support begins or resumes only after payment has actually been confirmed, through a new connection expressly authorised by the client and subject to the applicable withdrawal rules. The time allowance for the upcoming package starts when support actually resumes. An invoice is provided to the client. A mere payment attempt or a pending payment does not constitute actual confirmation.

Unsure before paying? Contact Ioan on 07 64 19 77 90 or at contact@depannageinformatiquesisteron.com to check the amount, recipient and payment request. For a technical question about the Stancer service, its official contact details are published on the Stancer support page, including support@stancer.com. IP Depannage Informatique remains your contact for the service, invoice, complaints and refunds.

Other services and on-site work. Unless a payment schedule or advance payment has been expressly agreed, and subject to the rules applicable to off-premises contracts, the balance is payable at the end of the intervention, when the invoice is provided. Any advance payment, its legal classification and amount are stated in the accepted offer. No additional fee is charged solely because payment is made by card.

For a contract concluded off premises, particularly at the consumer's home, no payment or consideration is received before the statutory seven-day period expires, unless a statutory exception actually applies. The exception for an urgent repair covers only the intervention expressly requested by the consumer and the work strictly necessary for that emergency; it does not automatically apply to all troubleshooting. A booking or request for a visit does not, by itself, prove that the contract has already been concluded remotely.

Clients complete the bank authentication steps themselves. They must not send by email, messaging, form or telephone any bank PIN, one-time authentication code, card security code or full copy of a card. IP Depannage Informatique does not request this information to make payment on their behalf. Payment confirmation and an invoice are made available to them. A payment incident does not remove the rights attached to the order.

7. Access, confidentiality and data backups

Clients must have the rights allowing work on the equipment, accounts and software concerned. They identify important data, previous faults and relevant constraints. Where possible, they make a backup beforehand or ask for a backup to be included in the quotation.

The provider informs the client of identified risks before any operation likely to erase, modify or make data inaccessible. Formatting, resetting or substantial deletion requires specific agreement. Data recovery depends on the condition of the storage media; no result can be promised without assessment, and the charging terms are defined before the attempt.

Remote control requires the client's authorisation and remains limited to the agreed work. The tool used and the connection steps are explained to the client before the session. The client may end the session. No permanent or unattended access is retained without a separate agreement specifying its purpose and duration.

Access to files and information is limited to the technical need. Wherever possible, passwords are entered directly by the client. Any temporary provision of access uses an appropriate method, and the access is then removed or changed at the end of the service. The absence of a backup does not constitute a general exclusion of the provider's liability.

8. Specific features of the services

Networks, TV, Starlink and connected devices. Installation and settings are defined according to the premises, equipment compatibility and available services. The client continues to take out the necessary operator subscriptions and licences with the relevant providers; any configuration of these is specified in the quotation. No connection or reception performance independent of the intervention is guaranteed without a specific commitment. A camera or alarm does not guarantee that no incident will occur; settings must respect privacy and the applicable rules.

Security and administrative assistance. Protection and cleaning operations address the agreed scope; they do not constitute a promise of invulnerability. Administrative assistance relies on the client's information and decisions. Any procedure undertaken in their name requires the necessary authorisation; their approvals and signatures remain under their control.

Websites and search visibility. The quotation specifies the pages and features, content to be supplied, deliverables, approval stages, included corrections, delivery date and any maintenance. Domain, hosting, licence and third-party service costs are identified separately. The usage rights or assignments needed to use the deliverable are defined in writing; third-party components remain subject to their licences. The client receives the agreed access. No specific search-engine position or visitor volume is guaranteed without an explicit commitment.

Ongoing maintenance or a support subscription requires specific terms stating at least its duration, periodic price, updates, renewal arrangements and termination procedure. Electronic termination is offered when legally required.

9. Rescheduling and cancellation

Clients may request rescheduling or cancellation by telephone or email. They are asked to give notice as soon as they know they will be unavailable. These terms do not provide for an automatic cancellation or no-show charge.

Outside the exercise of the statutory right of withdrawal, the parties seek a rescheduling arrangement or an agreement on cancellation. Work already carried out with the client's agreement and specifically authorised expenses are taken into account on a justified basis, in compliance with mandatory rules. Advance payments are not declared systematically non-refundable.

If the provider cancels a service without an accepted replacement, amounts relating to services not performed are refunded, without prejudice to the client's other rights. Statutory withdrawal and termination rules take precedence over commercial arrangements.

10. Right of withdrawal

For contracts concluded remotely or off premises, consumers normally have fourteen days to withdraw without having to give a reason. The period starts when the service contract is concluded. The statutory rules for calculating and extending the period apply.

The decision may be sent, before the end of the period, to contact@depannageinformatiquesisteron.com or by post to the registered address in article 1, using the model below or any clear statement expressing the intention to withdraw.

Work before the end of the fourteen days. The provider obtains the consumer's express request; for an off-premises contract, it is retained on paper or another durable medium. If the consumer withdraws after the requested start, they owe only the amount proportionate to the services actually provided, where the statutory information and agreement requirements have been met.

The right of withdrawal is lost for a paid service fully performed before the end of the period only if the client gave prior express agreement and acknowledged that this right would be lost after full performance. General acceptance of these terms or payment is not sufficient to obtain these choices.

The exception for an urgent repair at home covers only strictly necessary work expressly requested to address that emergency. Additional services remain subject to their own rules.

11. Refunds

In the event of a valid withdrawal, amounts due are refunded no later than fourteen days after notification, after deducting, where applicable, the part of the service legally payable when early performance was requested. The original payment method is used unless another method is expressly agreed at no cost to the client.

For a card payment processed by Stancer, a full or partial refund is made to the card used for payment, up to the transaction amount and under the applicable arrangements. If that method can no longer be used, another method is expressly agreed at no cost to the client. The request is addressed to IP Depannage Informatique, which remains responsible for the refund due; it is not necessary to resolve a dispute with Stancer first.

The condition specific to the Express package at 29 € is stated in article 4: if the agreed fault is not resolved and no other service has been accepted, the amount paid for that package is refunded. No statutory refund is conditional on a credit note or a waiver of the client's rights.

12. Guarantees and liability

The provider carries out the agreed work with due care and is responsible for breaches attributable to them. Clients may report an issue using the contact details in article 1. A separate fault or one arising after a later modification may require a new diagnosis; it is not automatically treated as a new paid service without assessment.

No clause removes a mandatory guarantee, deprives the client of a statutory remedy or exempts the provider from their own fault. Force majeure situations are assessed under the statutory conditions; clients are informed of their consequences and retain the applicable rights if performance becomes impossible for a prolonged period.

13. Complaints and mediation

Your first point of contact is IP Depannage Informatique. For a question, difficulty or complaint, contact Ioan directly on 07 64 19 77 90 or by email at contact@depannageinformatiquesisteron.com. State your name, order or quotation reference, the difficulty encountered and the solution you are seeking. A written complaint may also be sent to the registered address in article 1; it provides a record of the exchanges.

The provider examines the request and seeks an amicable solution with the client. This direct contact does not limit the remedies provided by law.

Your consumer mediator

IP Depannage Informatique has appointed Société Médiation Professionnelle (SMP) as its consumer mediator. Consumers may use this scheme free of charge to seek an amicable resolution of a dispute relating to a service. Correspondence address: Société Médiation Professionnelle – Alteritae, 5 rue Salvaing, 12000 Rodez, France. Website and mediation request form: mediateur-consommation-smp.fr.

SMP affiliation certificate

On 30 October 2026, Société Médiation Professionnelle issued an affiliation certificate for its consumer-mediation scheme to Ioan-monel PEPELEA EI, SIREN 801 385 907, the business trading as IP Depannage Informatique. You can display the official certificate below or download it as a PDF in its original French version.

Display the official SMP certificate ⌄

Download the SMP certificate · PDF

Prior complaint and admissibility

First send a written complaint to IP Depannage Informatique using the contact details above and keep proof of this step. If the reply does not resolve the dispute, or no reply is received within two months, you may refer the matter to the mediator within one year of your written complaint.

• The dispute must concern a consumer and a service within the mediator’s remit; this scheme does not cover disputes between businesses.
• The request must not be manifestly unfounded or abusive.
• The dispute must not have been examined, or be under examination, by another mediator or a court.

Preparing your request

Submit your request in writing using the form on the mediator’s website or by post to the correspondence address above. For a referral under our agreement, prepare a request in French including:

• Your first and last name, postal address and contact details: telephone number and/or email address.
• The nature of your request, a description of the dispute and, if available, the quotation, order or invoice reference.
• A copy of your prior written complaint and your exchanges with IP Depannage Informatique.
• The documents and supporting material needed to understand the case.
• Your expectations and the solution you would like to seek with the mediator.

Process and timescales

The mediator acts independently, neutrally and impartially. The mediator assesses admissibility and informs the consumer of the decision within three weeks of receiving the case file; a refusal is explained. If the request is admissible, the mediator notifies the parties of the referral electronically or by post. The mediator may meet or communicate with the parties together or separately and, at their request, share all or part of the case documents.

Mediation is concluded within 90 days of the notification of the referral to the parties. The mediator may extend this period for a complex dispute and must inform the parties immediately.

Free access and optional assistance

Mediation is free of charge for the consumer; the scheme’s costs are borne by the business. At any stage, each party may choose to be represented by a lawyer or assisted by a person of their choice at their own expense. Each party may also seek an expert’s opinion at their own expense; if expert advice is jointly requested, its costs are shared between the parties.

Confidentiality, voluntary participation and outcome

Mediation is confidential, subject to statutory exceptions. Unless the parties agree or a statutory exception applies, findings and statements gathered during mediation are not disclosed to third parties or relied on in court. Information sent to the mediator is used to assess and handle the request; the mediator’s privacy information is available on its website.

Participation is voluntary: either party may withdraw at any time. If no amicable agreement is reached, the mediator may propose a solution which the parties remain free to accept or refuse. It may differ from the decision a judge would have reached. The mediator explains the legal effects of acceptance or refusal and sets a deadline for replying. Using mediation does not prevent the consumer from bringing proceedings before the competent court.

14. Provisions specific to business clients

The specific terms state the price, total amount payable and due date. For remote support, the payment arrangements in article 6 apply. For other services, unless a payment schedule has been accepted, the invoice is payable at the end of the service. No early-payment discount is granted unless agreed in writing.

In the event of late payment, penalties are due from the day after the due date, without a prior reminder. Their annual rate is the European Central Bank refinancing-operation rate specified by law for the relevant half-year, increased by ten percentage points, without falling below the statutory minimum. A fixed compensation of forty euros per invoice for recovery costs is added; additional compensation may be claimed on supporting evidence when those costs exceed this amount, subject to statutory exceptions.

These penalties and the forty-euro compensation are not applied to consumers under this clause. The specific protections granted by law to certain small business clients, particularly for certain off-premises contracts, are preserved.

15. Applicable law and website content

Contracts are governed by French law, without depriving consumers of the mandatory protections to which they are entitled. Any dispute falls within the jurisdiction of the competent courts under the statutory rules; these terms do not impose exclusive jurisdiction on a consumer.

Website content is used with respect for the rights of its owners. Reuse requires the corresponding rights or permissions, except where a statutory exception applies. Rights granted in components under free-software licences remain governed by their respective licences; protection of the name, logo and original elements of the IP identity does not restrict those rights. Links to third-party services do not automatically extend the scope of services provided by IP Depannage Informatique.

IP Assistant Remote Control and open-source components

These provisions govern interventions carried out using IP Assistant Remote Control. The tool and connection steps are explained to the client before the session. Any remote control requires the client’s authorisation and remains limited to the agreed work. The client retains the right to end the session. Before payment, the session is fully ended and the software closed; any later resumption requires a new connection and the client’s renewed express agreement.

Licences and source code

IP Assistant Remote Control incorporates components from the RustDesk OSS project distributed under the GNU AGPL version 3 licence. The copyright notices, licences and notices applicable to the original components must be retained. Modifications must be identified in accordance with the licence obligations.

The notices and access to the corresponding source code must accompany the version of the software made available, in the manner required by the applicable licences. Information about the upstream project does not replace the corresponding source code for a modified version actually distributed.

The rights to use, modify and redistribute granted by free-software licences remain applicable to the components concerned. Rights in the name, logo and original creations of the IP identity are separate and do not remove any rights granted in the free-software code.

Signatures and certificates: distinct functions

An electronic signature on a document concerns the signing of that document. Code signing identifies the publisher of an executable and helps verify its integrity; it is not a general certification of the software by Microsoft and does not guarantee the absence of SmartScreen warnings. The website's HTTPS certificate secures the connection to the website and does not replace these signatures.

Membership of a consumer-mediation scheme concerns the handling of disputes with clients. It is neither a software signature nor a website certification.

Privacy policy

This policy is separate from the service terms. It concerns data processed to respond to enquiries, organise interventions, fulfil orders, manage payments and provide follow-up.

Controller and data concerned

The controller is Ioan-Monel PEPELEA EI, IP Depannage Informatique, who can be reached using the contact details in article 1. Depending on the request, the necessary information includes identity, contact details, intervention address, appointments, a description of the problem, useful technical characteristics, correspondence, quotations, invoices and transaction references. Information accessed on devices is limited to what is necessary for the intervention.

Purposes and legal bases

Quotation requests and orders are processed to prepare or perform the contract. Invoicing and accounting records fulfil statutory obligations. Security, abuse prevention and complaint handling are based on the business's legitimate interests, with respect for individuals' rights. Uses requiring consent, including certain trackers or commercial communications, are subject to a separate choice that can be withdrawn.

Essential fields are identified when data is collected. If they are not completed, a response, intervention or order may not be possible; optional fields do not have this mandatory status. Acceptance of the service terms does not amount to consent to advertising.

Recipients and service providers

Data is accessible to authorised persons and, within the limits of their tasks, to the necessary service providers: Webador / JouwWeb B.V. for the website, YouCanBook.me for bookings made through its calendar, Stancer and banking participants for the relevant payments, email and accounting providers, and the provider of the remote-support tool actually used, to the extent necessary for its operation. Its identity and the relevant privacy information are communicated to the client before connection. Authorities may receive information required by law.

Card details needed for payment are entered directly by the client on the secure Stancer page reached from the link sent by the technician, once every remote-support session has been fully ended and the software closed. Simply pausing is not sufficient; no screen sharing or remote control may remain active during payment. IP Depannage Informatique does not request or retain bank PINs, one-time authentication codes or card security codes. Transaction references needed for invoicing and payment follow-up may be retained. Stancer and banking participants process data within their remit, particularly for their regulatory obligations, under their own privacy policies.

Assistant IP: questions and guidance

Assistant IP is a virtual assistant providing information and guidance towards services. Its automatic answers do not constitute a final diagnosis or confirmation of an appointment, payment or result. You can contact Ioan directly to confirm your needs, feasibility and the intervention terms.

When you submit a question, its text, the selected language and the service category relevant to the request are sent to the Assistant IP service hosted by Cloudflare to prepare a response. Depending on the question and service availability, the response uses the business's reference information or Cloudflare Workers AI. The model receives the current question and useful context, without the full conversation history being transmitted. Opening the widget does not give access to your device or transmit the contents of website forms to it.

Describe only your technical need. Never give the assistant your passwords, verification codes, bank-card details, medical information, identity documents or other confidential information. Filtering of certain sensitive patterns is planned, but it does not remove the need for this precaution.

The displayed exchanges remain in the memory of the open page; the application does not archive them as a conversation file and does not record their content in persistent browser storage. The reset button clears the displayed exchanges. Simply closing the bubble may leave these exchanges available while the page remains open. Each new question is processed separately by the service.

Cloudflare also processes technical data needed for operation and security, including IP addresses and the signals used by Turnstile to limit automated access and abuse. This technical processing and any obligations specific to Cloudflare are described in its privacy policy, Turnstile information and Workers AI data documentation. To exercise your rights concerning processing by IP Depannage Informatique, use the contact details provided in this policy.

Retention periods

Enquiries that do not lead to an order are retained for no more than one year after the last exchange, unless a justified need requires otherwise. Order files remain available during the contractual relationship and are then archived, with restricted access, for the period needed for evidence and legal remedies, normally five years, subject to specific statutory periods. Invoicing and accounting records are retained for ten years.

Copies of files made solely for an intervention are deleted after their return and the agreed check, no later than thirty days after closure, unless there is a separate backup service or a justified obligation. Temporary remote-support access is removed at the end of the intervention, unless otherwise agreed. Legal proceedings may justify limited retention of only the necessary items until the proceedings have ended.

Rights and contact

Under the conditions provided by the regulations, individuals may request access, rectification, erasure, restriction or portability of their data, object to certain processing and withdraw consent without affecting previous lawful processing. Some data must nevertheless be retained to meet a statutory obligation or defend a right.

Requests should be sent to contact@depannageinformatiquesisteron.com. A response is normally provided within one month; any legally justified extension is explained. A proportionate identity check may be requested if there is reasonable doubt. A complaint may be lodged with the CNIL.

Cookies and embedded services

Trackers strictly necessary for the requested operation are distinguished from other trackers. Trackers requiring consent must be activated only after the visitor's choice; refusing and withdrawing must be as easy as accepting. These choices do not affect features that do not depend on those trackers.

Model withdrawal statement

This model can be copied into an email or sent by post. Its use is not compulsory: an unambiguous statement is sufficient.