General Terms and Conditions of Services

General terms of services

Date 14/12/2025   |   Company GREAT TECHNOLOGY SRL   |   Contact info@great-technology.be – 02 315 71 00

Technical services obligations remote support backups security and liability.

Contents

Legal framework Belgium and European Union

These pages apply to sales and services delivered by Great Technology in Belgium and, where the customer is located in the European Union, to cross border performance within the Union.

Mandatory consumer rights and rules of public order prevail in case of conflict. The legal references below are stated to make the applicable framework visible and verifiable.

  • Belgium: Code of Economic Law, Book VI, Market practices and consumer protection, including precontractual information duties and distance contracts.
  • Belgium: Code of Economic Law, Book XIX, Consumer debts, including free first reminder, minimum payment period after reminder and caps on costs and indemnities in amicable collection.
  • Belgium: Act of 2 August 2002 on combating late payment in commercial transactions, for business to business relations.
  • European Union: Directive 2011 83 EU on consumer rights, information and withdrawal for distance contracts.
  • European Union: Directive 2019 771 EU on conformity of goods, including second hand goods and goods with digital elements.
  • European Union: Directive 2019 770 EU on conformity of digital content and digital services.
  • European Union: Regulation 2016 679 EU, GDPR, personal data protection.

Where performance involves third parties such as carriers, payment platforms, publishers, manufacturers or infrastructure providers, their terms may apply in addition, without reducing mandatory consumer rights.

Definitions

The terms below have the following meaning for the entire pack.

  • Customer: any person who purchases a product, subscribes to a service or requests an intervention.
  • Consumer: natural person acting for purposes outside a trade, business, craft or profession.
  • Business customer: customer acting within a professional activity.
  • Product: any hardware, accessory, part, licence or good sold, new or second hand, including where a digital element is integrated or required.
  • Service: any technical service, consulting, maintenance, support, remote assistance, networking, cybersecurity, managed services or express intervention.
  • Digital content: data produced and supplied in digital form, such as keys, licences, codes and downloads.
  • Digital service: a service enabling the customer to create, process, store or access data in digital form, or to share such data.

If written specific conditions conflict with these pages, the written specific conditions prevail to the extent permitted by law.

Legal basis and price transparency

Legal basis: precontractual information duties under the Belgian Code of Economic Law Book VI and general Belgian contract law.

Great Technology provides a price or method of calculation before performance, via display, quotation, work order or written confirmation.

Pricing of services and interventions

Unless a written price is agreed, the tariffs below apply to technical services. Prices are in EUR. VAT is applied according to law and customer status.

Time spent includes diagnostics, implementation, tests, basic hardening, verification and a minimal report where useful.

Hourly rates

Express rate reflects priority scheduling and rapid mobilisation. It is not a promise of outcome. Resolution depends on initial state, access provided, hardware failures and publisher constraints.

  • Individuals and seniors: 80 EUR excl VAT per hour worked, travel included.
  • Business customers: 95 EUR excl VAT per hour worked, travel included.
  • Express intervention Brussels: 120 EUR incl VAT per hour worked, for individuals.
  • Express intervention outside Brussels: 150 EUR excl VAT per hour worked, for individuals.

Billing rules

Transfer, indexing, verification or rebuild time may be included where it immobilises the technician and resources. A breakdown can be provided on request.

  • On site intervention: minimum billable one hour per intervention.
  • Beyond the minimum: billing in fifteen minute increments started.
  • Remote assistance: minimum thirty minutes, then fifteen minute increments started.
  • Waiting time attributable to the customer: billable where the technician is immobilised.
  • Hardware, licences, consumables, parts and subscriptions: billed in addition per quote, displayed price or written confirmation.

Cancellation and no show

  • Cancellation or rescheduling within twenty four business hours: one hour at the applicable rate may be billed.
  • Customer absence at the appointment or inability to access: one hour at the applicable rate may be billed.
  • Customer caused blockage after start: time spent remains due.

An accepted quotation prevails over the general price list. For a recurring contract, the contract terms prevail.

Legal basis and professional performance

Services are performed with professional diligence under Belgian law of obligations and industry standards, unless a written commitment of result is provided.

Certain faults or corruption may prevent full resolution without part replacement, reinstallation, restoration or third party intervention by a publisher or supplier.

Customer duties

The customer provides a safe workspace, access to equipment, network and required accounts, and communicates relevant information: symptoms, history, recent changes and constraints.

The customer warrants having rights over software and content. Great Technology may refuse an unlawful request or a request contrary to licences.

Remote assistance

The customer explicitly authorises remote access and can revoke it at any time. Access is limited to the intervention scope.

The customer ensures stable connectivity and availability during the session. Customer caused interruptions may extend time and be billed.

Backups, data and loss

The customer remains responsible for data retention. Any IT intervention carries a risk of data loss, especially with hardware failure, corruption, malware or pre existing encryption.

A prior backup is strongly recommended. Where Great Technology performs a backup, it is billed under the price list or quotation. Restoration depends on data integrity and media condition.

For critical environments, the customer implements continuity: multiple copies, restore tests, redundancy and disaster recovery planning.

Security, malware and reinstall

Security interventions reduce risk without eliminating all threats. Some malware cause irreversible effects or persistence.

Where system trust is compromised, a full reinstall may be recommended. The customer is informed of impacts: reconfiguration, loss of settings and loss of unsaved data.

Customer equipment drop off and collection

Equipment left with Great Technology is identified and diagnosed. The customer collects it after notification.

If equipment is not collected for a prolonged period, storage costs may apply after notice. After formal notice without effect, equipment may be recycled or disposed of in accordance with applicable law.

Liability

To the extent permitted by law, Great Technology is liable only for direct proven damage attributable to a demonstrated fault. Indirect damages, loss of profit, loss of opportunity and data loss are excluded unless prohibited by mandatory law.

Subject to mandatory consumer rights and except fraud or gross negligence, total liability is capped at the amount paid for the service causing the damage, or for recurring services at the amount paid over the last three months.

Legal basis late payment and collection Belgium

Consumer legal basis: Belgian Code of Economic Law Book XIX Consumer debts, which frames amicable collection, requires a free first reminder, a minimum payment period after reminder and caps on costs and indemnities chargeable to a consumer.

Business legal basis: Belgian Act of 2 August 2002 on combating late payment in commercial transactions, applicable in business to business relations.

Due date and suspension

Unless specific conditions apply, invoices are payable immediately or by the due date stated. Any payment facility must be granted in writing.

In case of non payment, Great Technology may suspend non essential services to the extent permitted by law.

Business customers

In B2B, late interest and a collection indemnity may apply under the Act of 2 August 2002 and contractual clauses.

Unless otherwise agreed in writing, Great Technology applies a fixed indemnity of fifteen percent of the due amount with a minimum of one hundred fifty EUR, plus interest at the applicable commercial transaction rate.

Consumers

In B2C, Great Technology applies the Book XIX procedure: free reminder, minimum payment period after reminder, then costs and indemnity within statutory caps.

Indicatively, statutory caps depend on the due amount: maximum 20 EUR for a debt up to 150 EUR, maximum 30 EUR plus ten percent of the portion above 150 EUR up to 500 EUR, maximum 65 EUR plus five percent above 500 EUR, with an overall maximum. Great Technology applies the caps in force at the time of collection.

Any clause more unfavourable to the consumer is deemed unwritten to the extent incompatible with mandatory rules.

Complaints, mediation and applicable law

Complaints are sent to support@great-technology.be with order or invoice reference, precise description and useful evidence.

The parties seek an amicable solution first. For consumers, recognised mediation mechanisms exist in Belgium.

Applicable law: Belgian law. For business customers, jurisdiction of the courts of Brussels unless otherwise agreed in writing. For consumers, mandatory jurisdiction rules may apply depending on consumer residence.

Belgian Consumer Mediation Service

Belgian Consumer Mediation Service: mediationconsommateur.be, contact@mediationconsommateur.be, phone 02 702 52 20.