Terms and Conditions

These Terms and Conditions (hereinafter "T&C") apply to all orders placed on the website www.filovie.shop. They govern all contractual relationships between the seller and the customer (hereinafter "the customer" or "the buyer").

Any order implies unconditional acceptance of these T&C. The seller reserves the right to modify the T&C at any time. The applicable T&C are those in effect at the time of the order.

The customer declares that they have the legal capacity to enter into a contract, i.e., that they are of legal age and are not under guardianship or curatorship.

Filovie offers a service for creating personalised artworks, illustrated in a "clear line" style, based on information and photos provided by the customer. Each artwork (hereinafter "Filo") is unique and made to order.

Various printing supports are available and may vary depending on the customer's delivery country. Details of supports, sizes and prices are available on the website at the time of ordering. Displayed prices are in euros, all taxes included (incl. VAT), including 21% Belgian VAT.

Photographs and illustrations shown on the website are provided for indicative purposes only. Minor differences may exist between the visual and the delivered product, due to the artisanal and personalised nature of each creation.

The ordering process involves several steps:

1. Personalised questionnaire: the customer provides the type of artwork desired, key events to illustrate, names and descriptions of the people involved, and optionally provides reference photos.
2. Choice of support and size: the customer selects the type of support (poster, aluminium) and the desired size from the options available for their country.
3. Summary and validation: the customer verifies all information, the total price (including shipping), and validates their order.
4. Confirmation: a confirmation email is sent to the address provided by the customer.

Validation of the order constitutes acceptance of these T&C and forms the sales contract between the seller and the customer.

After receiving the order, Filovie proceeds to create the personalised artwork. A preview is sent to the customer by email for approval.

The customer has two options:

• Approve the artwork: the order proceeds to the payment and then production phase.
• Request modifications: the customer may request free and unlimited revisions until fully satisfied. A new version is then generated and submitted for approval.

The preview sent to the customer is protected by a watermark and may not be used, reproduced or distributed without Filovie's authorisation.

Approval of the artwork by the customer constitutes definitive acceptance of the visual. No modifications may be requested after approval.

Product prices are shown in euros including all taxes (incl. 21% Belgian VAT). Shipping costs are calculated based on the destination country and selected product, and are displayed before order validation.

Payment is due after the customer approves the artwork. Filovie sends the customer a secure payment link. The order only enters production after full payment has been received.

Filovie reserves the right to modify its prices at any time. Products are invoiced at the price in effect at the time of order validation.

Products are delivered to the delivery address indicated by the customer at the time of ordering. Filovie delivers to the countries listed on the website.

Delivery times are provided as indicative and depend on the delivery provider. Filovie shall not be held liable for delivery delays attributable to the carrier or force majeure.

Products are shipped in suitable rigid packaging (ultra-rigid tube for posters) to ensure their integrity during transport.

The customer is required to check the condition of the package and product upon receipt. If the package is visibly damaged, the customer should, where possible, note written reservations with the carrier at the time of delivery.

In case of a damaged, defective or missing product, the customer must report the issue to Filovie within 7 calendar days of receipt, at [email protected], providing the following mandatory items:

• Photos of the package — external condition of the packaging upon receipt (before and after opening), clearly showing any damage
• Photos of the damaged product — close-ups of the damage observed on the artwork itself
• Photo of the shipping label — legible, with the tracking number visible
• Description of the problem — nature and extent of the damage observed
• Order number

Any incomplete claim, without the required photographic evidence, or made after the 7-day period, cannot be processed. These items are essential to enable Filovie to pursue the claim with its printing provider and carrier.

The customer agrees to retain the damaged product and original packaging in the condition received until the claim is fully resolved. Filovie may request the return of the damaged product before any replacement.

If the claim is admissible and the evidence compliant, a free replacement will be made as quickly as possible. Filovie reserves the right to offer a refund instead of a replacement if circumstances warrant it.

In accordance with Article VI.53, 3° of the Belgian Code of Economic Law and Article 16(c) of European Directive 2011/83/EU, the right of withdrawal does not apply to Filovie products, as these are goods made to the consumer's specifications or clearly personalised.

Indeed, each Filovie artwork is custom-made from the customer's specific information, photos and choices. It cannot be resold or reused.

The customer is clearly informed of this exclusion before validating their order. Validation of the order constitutes acknowledgement of this exclusion.

Nevertheless, Filovie commits to offering free and unlimited revisions of the artwork before approval, to ensure the customer's full satisfaction.

Filovie guarantees:

• Satisfaction or revision: free and unlimited revisions of the artwork until approved by the customer. Once the artwork is approved and sent to print, no modifications can be made.
• Secure delivery: in case of a product damaged during transport, a free replacement is guaranteed subject to compliance with the claims procedure described in Article 7 (report within 7 days, mandatory photographic evidence of the package and product, retention of packaging).
• Conformity: in accordance with Articles 1649bis to 1649octies of the Belgian Civil Code and European Directive 2019/771, the customer benefits from the legal guarantee of conformity for 2 years from delivery.

For any claim, the customer may contact Filovie at [email protected].

The customer may request cancellation of their order by email to [email protected] as long as the artwork has not been approved and payment has not been made.

After approval and payment, no cancellation is possible, as the product is personalised and has entered production.

In the event of an admissible cancellation, no charges will be billed to the customer.

All elements of the website www.filovie.shop (texts, images, logos, illustrations, software, etc.) are protected by copyright and remain the exclusive property of Filovie.

Artworks created by Filovie for the customer are intended for strictly personal and private use. The customer acquires a personal right of use of the delivered artwork but does not hold intellectual property rights over it.

Any reproduction, distribution, commercial exploitation or resale of the artwork, in whole or in part, is strictly prohibited without the prior written consent of Filovie.

Filovie reserves the right to use created artworks for portfolio, promotional and communication purposes (website, social media), unless the customer expressly objects by email.

The customer warrants that they hold the necessary rights to the photos and information they transmit to Filovie as part of their order, and that they have obtained the consent of the persons depicted.

Filovie uses these photos and information exclusively for creating the ordered artwork. Reference photos are deleted from servers after the customer approves the artwork.

The customer indemnifies Filovie against any liability in the event of a third-party claim relating to the transmitted content.

Filovie undertakes to comply with the General Data Protection Regulation (GDPR — EU Regulation 2016/679) and the Belgian law of 30 July 2018 on the protection of privacy.

13.1 — Data Controller

The data controller for personal data is Christopher Pouradier, contactable at [email protected].

13.2 — Data Collected

Personal data collected includes:

• Last name, first name, email address, phone number
• Delivery address
• Photos and descriptions provided for creating the artwork
• Browsing data (cookies, IP address)
• Order history and payment information

13.3 — Purposes of Processing

• Contract performance: processing, creation, delivery and tracking of the order
• Communication: sending transactional emails (confirmation, preview, payment)
• Legal obligation: accounting, taxation
• Legitimate interest: service improvement, internal analysis

13.4 — Legal Basis for Processing

Data processing is based on the performance of the contract (Article 6.1.b of the GDPR), compliance with legal obligations (Article 6.1.c) and the legitimate interest of the seller (Article 6.1.f).

13.5 — Sub-processors and Transfers

Data may be shared with the following sub-processors, strictly within the scope of service delivery:

• Hosting and storage: Vercel (EU — Frankfurt), Supabase
• Transactional emails: Resend
• Payment: secure payment provider
• Printing and delivery: printing provider and carrier

In the event of data transfer outside the European Economic Area (EEA), Filovie ensures that appropriate safeguards are in place (Standard Contractual Clauses, adequacy decision).

13.6 — Data Retention and Deletion

Filovie retains the customer's personal data only for the duration necessary for the purposes for which they were collected. Upon expiry of these periods, data is permanently deleted.

• Reference photos: deleted after artwork approval
• Order and billing data: retained for the legal period required by Belgian accounting and tax obligations (10 years), then deleted
• Contact data: retained for 3 years after the last contact, then deleted

Exception: if the customer has expressly consented to receiving promotional offers, news or commercial communications from Filovie, their contact data (name, email address) will be retained beyond the above periods, as long as this consent is not withdrawn. The customer may withdraw their consent at any time via the unsubscribe link in each email or by contacting [email protected].

In any event, data whose retention is required by law (accounting, tax obligations or in the case of ongoing litigation) is retained for the legally required period, regardless of any deletion request. Once this legal obligation expires, this data is permanently deleted.

13.7 — Customer Rights

In accordance with the GDPR, the customer has the following rights:

• Right of access to their personal data
• Right to rectification
• Right to erasure ("right to be forgotten")
• Right to restriction of processing
• Right to data portability
• Right to object

To exercise these rights, the customer may contact Filovie at [email protected]. Filovie commits to responding within 30 days.

In the event of a dispute, the customer may file a complaint with the Data Protection Authority (APD): www.autoriteprotectiondonnees.be

Filovie undertakes to exercise the greatest care in fulfilling orders. However, Filovie shall not be held liable in the event of:

• Inaccuracy or insufficiency of information provided by the customer
• Non-compliant use of the product by the customer
• Delivery delay attributable to the carrier or force majeure
• Temporary unavailability of the website for maintenance or technical reasons

In any event, Filovie's liability is limited to the amount of the order in question.

These T&C are governed by Belgian law. In the event of a dispute relating to the interpretation or performance of these terms, the parties agree to seek an amicable solution before any legal action.

In accordance with European Regulation No. 524/2013, the customer may use the European Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr

The customer may also contact the Consumer Mediation Service: www.mediationconsommateur.be

In the absence of an amicable resolution, the courts of the judicial district of Brussels shall have sole jurisdiction.

If any clause of these T&C is declared null or unenforceable, the other clauses shall remain in force and shall be interpreted so as to give effect to the original intention of the parties.

The failure by Filovie to exercise a right provided for in these T&C shall not constitute a waiver of that right.