Terms and Conditions of Service – ZULLI Concierge Service

1. Scope of application

• Service provider: ZULLI Conciergerie is a brand of SASU La Maison Renzulli, whose registered office is located at 3 rue de la Plage, 64210 Bidart. In accordance with the law, the legal form (SASU) and the registration number in the Trade and Companies Register must be communicated before the contract is signed. (The SIRET/VAT number will be provided as soon as it is obtained.)

• Services covered: These terms and conditions apply to all our high-end concierge and seasonal rental management services (reception, cleaning, maintenance, revenue optimisation, etc.) on the Basque Coast. They specify the rights and obligations of ZULLI and the customer (owner or authorised tenant).

• Target customers: Our services are exclusively for private individuals (owners of primary or secondary residences or tenants with written authorisation from the owner). Professional or commercial activities are not covered by these terms and conditions.

2. Pre-contractual information

• Legal obligations: Before concluding any contract, ZULLI provides all the pre-contractual information required by the Consumer Code. This includes a description of the services, their price, payment terms, the duration of the contract, and the service provider's full contact details. 

• This information must be communicated ‘in a legible and comprehensible manner’ before the customer is bound by the contract.

• Identity of the service provider: ZULLI informs the customer of its status and legal form (SASU), its registration with the RCS (or registration number in the trade register) and its contact details (postal address, telephone number, email address), in accordance with Article R111-2 of the Consumer Code.

3. Service provision

• Service content: ZULLI takes care of seasonal rental management and concierge services for your property (furnished apartment or house). Depending on the package chosen (Presence, Serenity or Signature), this may include: regular visits, cleaning and maintenance, creating listings, managing bookings and the calendar, welcoming guests, 24/7 concierge services, welcome kits, à la carte services, etc.

• Customisation: As each property is unique, we tailor our services to the client's needs. None of our services are automated: everything starts with a confidential discussion with the client. ZULLI is committed to providing a professional, thorough and confidential service.

4. Contract duration and withdrawal

• Formation of the contract: The contract is concluded upon signature of the quote or management contract sent by ZULLI. Acceptance constitutes full and complete acceptance of these terms and conditions. No services will commence prior to this acceptance.

• Right of withdrawal: In accordance with Article L221-18 of the French Consumer Code, the Customer has a period of 14 days from the date of signing the contract to exercise their right of withdrawal. During this period, the Customer may cancel the contract without justification. Any sums paid will be refunded in full within 14 days of written notification of their decision (by email or registered letter). No penalty will be imposed as a result of exercising this right of withdrawal.

• Start of the service: Unless the Customer expressly waives this right, the service will begin at the end of the legal period of 14 days. If the Customer wishes the services to begin immediately (before the end of the withdrawal period), they must confirm this in writing (express waiver), in which case they will lose their right of withdrawal.

5. Rates and payment terms

• Prices: The applicable prices are those indicated on the quote accepted by the customer. They include rental management fees (20% excluding VAT for the Sérénité package, 25% excluding VAT for the Signature package, on bookings), or the monthly fee for the Présence package (from €100 excluding VAT/month), as well as the services included in the chosen package. Professional cleaning costs are normally charged to travellers.

• Invoicing: For recurring services (monthly management), we will issue a monthly invoice in arrears. Invoices are sent by email (or by post on request) and are payable upon receipt. As a general rule, payment must be made within 15 days of the invoice being issued. Payments are made by bank transfer or cheque (no online card payments are accepted). In the event of late payment, penalties at the legal rate will be automatically applied.

• Deposits and advance payments: If an advance payment is required upon signing the contract (e.g. to reserve specific services), this will be specified on the quote. This advance payment will become, where applicable, a refundable security deposit, depending on the contract. The amount paid as an advance payment will be deducted from the final invoice for the month in question. In the event of cancellation of the contract by the customer after the withdrawal period, penalty clauses may apply (these terms and conditions will be explicitly mentioned in the specific contract).

6. Cancellation and automatic renewal

• Termination by the customer: Each package may be terminated by the Customer at any time, subject to one month's notice given in writing (by registered letter or email). The termination will take effect at the latest at the end of the month following receipt of the notification. In the case of an annual commitment, early termination will only result in billing for services actually provided until the end of the notice period.

• Termination by ZULLI: ZULLI reserves the right to terminate the contract at any time, subject to one month's notice, without having to justify its decision. In the event of non-payment by the Customer on the agreed due date or serious breach of its obligations (rental declaration, provision of suitable accommodation, etc.), ZULLI may terminate the contract immediately, after formal notice has been given and has remained unsuccessful. In all cases of termination, the Customer shall be liable for the services provided up to the effective date of termination.

7. Customers Obligation

• Provision of the property: The Customer undertakes to provide accommodation that is in good condition, furnished and compliant with furnished rental standards. The property must be declared for rental (declaration to the local council, compliance with co-ownership and change of use rules, etc.) and ready to welcome travellers on the agreed date.

• Keys and access: If the Customer hands over the keys (or means of access) to the accommodation to the service provider, a waiver must be signed. In this document, the Customer declares that they will not leave any valuables (money, jewellery, etc.) on the premises and releases ZULLI from any liability in the event of theft or damage resulting from the intervention of third parties in the accommodation. The Customer also undertakes to immediately inform ZULLI of any incident or damage to the property (breakage, water damage, etc.).

• Information and cooperation: The Customer must provide ZULLI with all information necessary for the proper execution of the assignment (internet access for calendars, entry codes, etc.) and facilitate interventions (coordination with local service providers, acceptance of approved repair estimates, etc.). The Customer remains responsible for the contents and objects present in the accommodation.

• Tax obligations: ZULLI provides assistance with administrative matters, but the Customer remains responsible for their tax situation (LMNP declaration, applicable VAT, taxation of rental income, etc.). Any tax deductions related to concierge services (e.g. for the Presence package) will depend on the tax legislation in force and the Customer's personal situation.

8. Obligations and responsibility of ZULLI

• Service delivery: ZULLI undertakes to provide the services described in the quote with professionalism and diligence. ZULLI acts under an obligation of means, i.e. it implements all necessary means to achieve the agreed objective (optimal property management, attentive reception of tenants, etc.), without guaranteeing a specific economic result.

• Compliance with regulations: ZULLI ensures that the seasonal rental activity complies with local legislation (declaration to the town hall, compliance with the maximum number of rental days in the main residence, etc.) and tax regulations, informing the Customer of the necessary steps to be taken. However, the final responsibility remains with the Customer.

• Professional insurance: ZULLI has comprehensive professional insurance covering civil liability related to its concierge services. This coverage guarantees direct material damage caused to the property by ZULLI's fault.

• Limitation of liability: Subject to the above insurance, ZULLI shall only be liable for direct and proven material damage caused in the performance of its duties, and in any event shall not be liable for more than the total amount invoiced to the Customer for the service concerned. ZULLI declines all liability for indirect, immaterial or immense damage (loss of income, commercial loss, etc.) suffered by the Customer or third parties as a result of the rental. Similarly, ZULLI cannot be held liable for damage resulting from the non-compliance of the accommodation or the Customer's failure to fulfil their obligations (theft of valuables, lack of insurance, etc.).

9. Force majeure

Force majeure: The obligations of the parties shall be suspended in the event of force majeure within the meaning of Article 1218 of the Civil Code (unforeseeable, unavoidable and external event). In the event of such an event, the party prevented from performing its obligations shall inform the other party as soon as possible, and the contract shall be suspended for the duration of the impediment. If the force majeure event continues, the parties may agree to terminate the contract. No damages may be claimed as a result of a fortuitous event or force majeure.

10. Personal Data Protection

• Data collected: ZULLI collects and processes personal data provided by the Customer (name, contact details, property information, etc.) exclusively for the purposes of performing the contract and managing the property. This data is necessary for the provision of the service (booking management, communication with the Customer and travellers, administrative procedures, etc.).

• Confidentiality: ZULLI undertakes to preserve the confidentiality of the Customer's and travellers' personal information. It only shares this data with the necessary service providers (booking platforms, local service providers, administrations) and does not use it for any commercial purpose without prior consent.

• Customer rights: In accordance with the General Data Protection Regulation (GDPR), the Customer has the right to access, rectify and delete data concerning them. They may exercise these rights by contacting ZULLI at contact@zulliconciergerie.com. Further information is provided in the website's privacy policy.

11. Applicable law and disputes

Applicable law: These general terms and conditions are subject to French law. In the event of a dispute relating to the performance or interpretation of the contract, the parties shall endeavour to reach an amicable agreement (in particular through consumer mediation). If no agreement can be reached, the dispute shall be brought before the competent courts (Bayonne Commercial Court).

Language of the contract: The contract is written in English. In the event of translation into a foreign language, only the English version shall be deemed authentic.

Sources and references:

These general terms and conditions have been drawn up in accordance with the French Consumer Code (in particular Articles L111-1 and R111-2 on prior information requirements, Articles L221-18 to L221-28 on the right of withdrawal, etc.), the French Civil Code (general obligations, force majeure), and the practices of professional concierge services.