Conditions d’utilisation

Terms of Service

Last updated: 11 May 2026

These Terms of Service ("Terms") govern your access to and use of the PROTOKOL 9 website (protokol9.com), your purchase of any PROTOKOL 9 products, and your participation in The Protokol membership programme. By accessing the website or placing an order, you agree to be bound by these Terms.

Please read them carefully. If you do not agree with these Terms, do not use the website or place an order.

1. About us

The PROTOKOL 9 website is operated by [BUSINESS NAME — to be added once your auto-entrepreneur registration is complete], a business established in France.

Registered address: [REGISTERED ADDRESS — to be added]
SIREN number: [SIREN NUMBER — to be added]
VAT number: [VAT NUMBER — if applicable]
Contact: through the Contact page

In these Terms, "we," "us," and "our" refer to the business above. "You" and "your" refer to the customer or website visitor.

2. Acceptance of these Terms

By using the PROTOKOL 9 website, creating an account, subscribing to our newsletter, placing an order, or otherwise engaging with our services, you confirm that:

You are at least 18 years of age, or the age of legal majority in your country of residence, whichever is higher
You have the legal capacity to enter into a binding contract
You agree to comply with these Terms and all applicable laws

If you are using the website on behalf of an organisation, you confirm that you have the authority to bind that organisation to these Terms.

3. Eligibility and account responsibility

Our products are intended for personal, non-commercial use by adult consumers. You may not purchase our products for the purpose of resale, redistribution, or any commercial exploitation without our express written consent.

If you create an account on protokol9.com:

You are responsible for maintaining the confidentiality of your account credentials
You agree to provide accurate, current, and complete information during registration
You agree to update your information promptly if it changes
You are responsible for all activity that occurs under your account
You must notify us immediately through the Contact page of any unauthorised use of your account

We reserve the right to suspend or terminate accounts that violate these Terms, that contain false information, or that are used for fraudulent purposes.

4. Product information and availability

We make every reasonable effort to ensure that product descriptions, images, prices, and availability information displayed on our website are accurate and up to date. However, we do not warrant that this information is always error-free, complete, or current.

Product images are for illustrative purposes. Actual product appearance, packaging, and presentation may vary slightly from the images shown due to ongoing improvements in our packaging and manufacturing.

All products are subject to availability. If a product is out of stock, this will be indicated on the product page where possible. If you place an order for a product that becomes unavailable before fulfilment, we will notify you and offer either a refund or the option to wait for restock.

5. Pricing

Prices are displayed in the currency selected at checkout. The currency may be determined automatically based on your location, or you may be able to change it manually depending on your browser and country.

Prices include applicable taxes for the country of delivery where required by law (typically for EU and UK destinations). For destinations outside the EU and UK, prices do not include local customs duties or import taxes, which are the responsibility of the recipient. See our Shipping Policy for full details.

We reserve the right to change prices at any time without prior notice. The price applicable to your order is the price displayed at the time you complete checkout. We are not obligated to honour pricing errors caused by typographical mistakes, system failures, or third-party platform issues, and we reserve the right to cancel orders affected by such errors, with a full refund.

6. Placing an order

When you place an order on protokol9.com, you make an offer to purchase the products you have selected at the prices displayed, subject to these Terms.

The order process is as follows:

You select your products and proceed to checkout
You enter your delivery and payment information
You confirm and submit the order
We send you an order confirmation email acknowledging that we have received your order
We process the order and send a dispatch confirmation when the order has been shipped

Important: The order confirmation email is an acknowledgement that we have received your order. It does not constitute acceptance of your offer. A contract between us is formed only when we dispatch the order. Until that moment, we reserve the right to refuse or cancel any order for reasons including but not limited to: product unavailability, pricing errors, suspected fraud, delivery restrictions to your country, or violation of these Terms.

If we cancel your order before dispatch, you will receive a full refund of any payment taken.

7. Payment

We accept payment by major credit and debit cards and other payment methods displayed at checkout. Payment is processed securely by our payment provider. We do not store full payment card details on our servers.

Payment is taken at the time of order placement. By submitting your payment information, you confirm that you are authorised to use the payment method and that the information provided is accurate.

If your payment is declined or reversed for any reason, your order may be cancelled and the products may not be dispatched.

8. Delivery

Delivery terms, times, costs, and processes are set out in our Shipping Policy, which forms part of these Terms.

Risk of loss or damage to the products passes to you upon delivery. Title to the products passes to you upon receipt of full payment.

9. Refunds, returns, and the satisfaction guarantee

Our refund, return, and guarantee terms are set out in our Refund and Return Policy, which forms part of these Terms.

In summary:

Every order is covered by a 90-day satisfaction guarantee
Members of The Protokol receive a lifetime guarantee on every protokol purchased as a member
EU and UK consumers have an additional 14-day statutory right of withdrawal for unopened products
Damaged or defective products are replaced at no cost

Statutory consumer rights are not affected by these Terms.

10. The Protokol membership

The Protokol is our membership programme. Membership is earned by completing your first protokol and offers the following benefits:

A permanent 15% discount on future protokol purchases
Priority access to new protokol launches and restocks
A monthly founder letter and direct communication channel
A lifetime guarantee on every protokol purchased as a member

Membership is free. There are no fees, no minimum purchase requirements, and no automatic charges. Membership remains active for as long as you wish to maintain it.

We reserve the right to:

Modify membership benefits with reasonable notice to members
Suspend or terminate membership in cases of abuse, fraud, or violation of these Terms
Discontinue the membership programme entirely, with reasonable notice and provision for honouring earned benefits where commercially practicable

Membership is personal to the member and cannot be transferred, sold, or shared with others.

11. Intellectual property

All content on the PROTOKOL 9 website, including but not limited to text, graphics, logos, images, product photography, formulation descriptions, scientific summaries, customer testimonials (with appropriate consent), and software, is owned by us or our licensors and is protected by intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and view the website content for your personal, non-commercial use. You may not:

Reproduce, distribute, modify, or create derivative works of our content without prior written permission
Use any of our trade marks, brand names, or logos without prior written permission
Use automated systems (bots, scrapers, crawlers) to access or extract content from the website, except for search engine indexing
Use any portion of the website for any commercial purpose without our prior written consent

The PROTOKOL 9 name, brand identity, and protokol names are trade marks. Unauthorised use is prohibited.

12. User-generated content

If you submit any content to us — including reviews, photographs, testimonials, comments, or any other materials — you grant us a non-exclusive, royalty-free, worldwide, perpetual licence to use, reproduce, display, adapt, publish, and distribute that content in connection with our business and brand communications, in any media now known or later developed.

You confirm that any content you submit:

Is your original work or you have all necessary rights to grant the licence above
Does not infringe the intellectual property, privacy, or other rights of any third party
Is not defamatory, obscene, threatening, discriminatory, or otherwise unlawful
Does not contain malicious code or viruses

We reserve the right to remove or refuse to publish any content at our sole discretion. We have no obligation to publish any submitted content.

13. Acceptable use of the website

You agree to use the PROTOKOL 9 website only for lawful purposes and in a manner that does not infringe the rights of others or restrict their use of the website. You may not:

Use the website in any way that breaches applicable law
Use the website to send unsolicited promotional or commercial content
Knowingly transmit viruses, malware, or other harmful code
Attempt to gain unauthorised access to our systems, accounts, or networks
Interfere with the proper functioning of the website
Engage in any conduct that could damage our reputation or the experience of other customers

We reserve the right to terminate your access to the website and to take legal action if you violate these provisions.

14. Disclaimer regarding product use

PROTOKOL 9 products are cosmetic skincare products, not medical treatments. They are not intended to diagnose, treat, cure, prevent, or mitigate any disease or medical condition. Important information about appropriate use, individual variation in results, contraindications, and adverse reaction reporting is set out on our Important Information page, which forms part of these Terms.

You agree that you are responsible for using our products in accordance with the instructions provided, that you have read the Important Information page before purchasing, and that you will consult a healthcare professional where appropriate.

15. Limitation of liability

To the maximum extent permitted by applicable law:

Our total liability arising out of or in connection with these Terms, the website, our products, or our services is limited to the amount you paid for the relevant product or service in the twelve (12) months preceding the event giving rise to the liability
We are not liable for any indirect, consequential, special, punitive, or exemplary damages, including but not limited to loss of profits, loss of business, loss of data, or loss of goodwill
We are not liable for any failure or delay in performance that is caused by events beyond our reasonable control, including but not limited to natural disasters, war, terrorism, civil unrest, pandemic, government action, supplier failure, or carrier failure

Nothing in these Terms excludes or limits our liability for:

Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Any liability that cannot be excluded or limited by applicable law

If you are an EU or UK consumer, your statutory consumer protection rights are not affected by these limitations of liability.

16. Indemnification

You agree to indemnify, defend, and hold harmless PROTOKOL 9 and its directors, employees, agents, and affiliates from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

Your violation of these Terms
Your misuse of the website or our products
Your violation of any applicable law or the rights of any third party
Any content you submit to us

This obligation survives termination of your use of the website.

17. Suspension and termination

We may suspend or terminate your access to the website or your account at any time, with or without notice, if we reasonably believe that you have violated these Terms, engaged in fraudulent or unlawful activity, or otherwise acted in a manner that harms our business or other customers.

You may terminate your account at any time by contacting us through the Contact page. Termination does not affect orders already placed, which will continue to be processed under these Terms.

18. Changes to these Terms

We may update these Terms from time to time to reflect changes in our business, legal requirements, or industry practice. The date of the most recent update is shown at the top of this page.

For minor changes, the updated Terms take effect immediately upon being published on the website. For material changes that significantly affect your rights or obligations, we will provide reasonable advance notice through the website or, where you are an account holder, by email.

Continued use of the website after changes have been published constitutes acceptance of the updated Terms. If you do not agree to the changes, your only remedy is to stop using the website and close your account.

19. Governing law and jurisdiction

These Terms and any dispute or claim arising out of or in connection with them are governed by French law.

For consumers based in the European Union, any dispute may also be brought before the courts of the consumer's country of residence, in accordance with EU consumer protection law.

For consumers based outside the European Union, disputes are subject to the exclusive jurisdiction of the competent French courts, except where applicable law provides otherwise.

EU consumers have the right to submit disputes to the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

We encourage all customers to contact us first through the Contact page to resolve any dispute amicably before pursuing formal legal action.

20. Severability

If any provision of these Terms is found to be unenforceable, invalid, or contrary to applicable law, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, severed from these Terms. The remaining provisions shall remain in full force and effect.

21. Entire agreement

These Terms, together with our Privacy Policy, Refund and Return Policy, Shipping Policy, Cookie Policy, and Important Information page, constitute the entire agreement between you and PROTOKOL 9 regarding your use of the website and your purchases.

These Terms supersede any prior agreements, communications, or understandings between us regarding the subject matter.