Terms & conditions

1. About these terms and about us

These are the general terms of use of Punfyre BV. They apply to your visit to and use of the website punfyre.be, to the products and services we offer, and to the contact you have with us through those channels. By using our website, creating an account, installing one of our apps or ordering a product or service, you accept these terms. If you do not agree with them, please do not use them.

Punfyre BV is a Belgian software studio. We build our own products and we take on consultancy and custom development work for clients. You can find our official details below.

Company

Punfyre BV, Vlamingstraat 4, 8560 Wevelgem, Belgium

Company number (KBO)

0749.930.853

VAT number

BE 0749.930.853

Register of legal entities

RPR Gent, afdeling Kortrijk

Contact

legal@punfyre.be

Alongside these terms, other documents may apply, such as our privacy policy, our cookie policy and any document that belongs to a specific product. Those documents complement these terms; for anything concerning personal data, the privacy policy prevails.

2. Scope and which document applies

Punfyre is a parent company with several products under it, such as Alarmira and Routeez. These terms are the shared baseline for those products, for our website and for our professional services. They are written to stay accurate as our range grows, which is why the product clauses below are worded conditionally: they apply where and to the extent that a product actually offers what is described.

A product can also have a document of its own: its own service terms, a service description, a product sheet, a subscription annex or an acceptable use policy. Where such a document exists, it is more specific than this one and it prevails on the points it covers.

If two documents say different things about the same point, this is the order that applies, from strongest to weakest:

• An agreement or offer signed or expressly accepted by both parties
• A product-specific document, such as product terms, a service description or a subscription annex
• These general terms of use
• Any other information we publish, such as a page on the website, a help article or a brochure

Where a product-specific document is silent on a point, these terms fill the gap. No lower ranked document can take away rights you have as a consumer under mandatory law.

3. Definitions

Punfyre

Punfyre BV, the company behind this website and behind our products, also referred to as we, us or our.

Website

The website available at punfyre.be, including all of its pages and components.

Visitor, user and customer

A visitor is anyone who consults the website. A user is anyone who uses one of our products or services, with or without an account. A customer is anyone who has a paid or contractual relationship with us. All three are addressed in this text as you, and the same rules apply unless a clause says otherwise.

Consumer and business customer

A consumer is a natural person acting for purposes outside their trade, business, craft or profession. A business or professional customer is anyone else, such as companies, self-employed people acting professionally, associations and public bodies. If you buy partly privately and partly professionally, and the professional purpose is not the predominant one, we treat you as a consumer. If you are unsure which category you fall into, ask us before you order. Some clauses apply only to consumers, others only to business customers.

Product

Anything we offer under our own name, such as a website, an app, a platform, a device or a combination of these, including Alarmira and Routeez.

Service

Anything we perform for you, such as consultancy, custom development, hosting, support, maintenance or monitoring facilitated through a partner.

Subscription

A paid or free plan that gives you access to a product or service for a recurring period, where the product offers such a plan.

Device

Physical hardware that belongs to a product, such as a Bluetooth alarm button, where the product includes hardware.

Content

All texts, images, logos, designs, code, data and other materials shown on or through our website and our products, including material you supply yourself.

Partner

A third party we work with to make a product or service possible, such as a licensed security partner, a payment provider, an app store, a hosting provider or a carrier.

Product-specific document

Any document that applies to one product in particular, such as its own terms, a service description, a product sheet, a subscription annex or an acceptable use policy.

4. Use of the website

5. Accessibility

We want our website and our products to be usable by as many people as possible, including when you use a screen reader, navigate by keyboard, magnify the page, or change how colours and motion are displayed. We take that into account in the design and we improve where we fall short.

If an accessibility barrier gets in your way, let us know at support@punfyre.be. Describe the page or screen and what goes wrong. We will look for a fix and, in the meantime, get you the information or the function another way.

6. Services and products

7. Accounts and registration

You must be at least 18 to create an account or place an order. If you are younger, this is only possible with the involvement and consent of your parent or guardian, who is then jointly responsible for the resulting obligations.

Some products require an account. Where that is the case, you register with accurate and complete information and you keep that information up to date, so we can reach you and invoice you correctly.

• Keep your login details confidential and do not share your account with anyone else
• Choose a strong password and do not reuse it elsewhere
• Tell us promptly at support@punfyre.be if you suspect that someone else is using your account
• You are responsible for everything that happens under your account, unless the unauthorised use is our fault

Where a product is meant for organisations, the account holder is responsible for the users it invites. We may refuse a registration, and we may suspend or close an account in case of a breach of these terms, in case of non-payment, or where the account is used in a way that harms us, other users or third parties. Where a product-specific document sets out its own account rules, those apply in addition.

8. Licence to use our software and apps

For every product that consists of software, whether that is a web application, a mobile app or firmware on a device, we grant you a limited, revocable, non-exclusive, non-transferable and personal right of use. We do not sell you the software; we let you use it. All rights we do not expressly grant stay with us or with our licensors.

The licence is limited to the intended use of the product, to the duration of your subscription or right of use, and to the number of users or devices agreed. Where an app is distributed through an app store, the rules of that store apply on top of these terms and your installation is subject to them.

You may not, and you may not let anyone else:

• Reverse engineer, decompile or disassemble the software, or otherwise try to derive its source code, except to the extent the law expressly allows it
• Copy, rent, lend, resell, sublicense or make the software available to third parties
• Remove or alter notices about ownership, trademarks or licences
• Circumvent technical limits, licence checks or security measures
• Use the software to build a competing product or to extract data at scale

We may release updates and new versions, and we may require you to install them for the product to keep working. An update can change or remove functionality. If an update comes with amended terms and you do not accept them, your licence ends and you stop using the software.

9. Orders, prices and payment

Where a product or service is sold through our website or through an app, the ordering process shows you what you are buying and what it costs before you confirm. Your order is an offer to buy; the contract comes into existence when we confirm it or when we start delivering.

• Prices for consumers are shown including Belgian VAT; prices for business customers may be shown excluding VAT, in which case that is stated
• Shipping, handling or activation costs are shown separately before you confirm, where they apply
• Obvious pricing or description errors do not bind us, and we contact you if one occurs
• For cross border sales, the applicable VAT treatment follows the rules that apply to your situation

Payments run through a payment provider. That provider processes the payment under its own terms, and we never see your full card or account credentials. If a payment fails, is reversed or is refused, the contract does not come into existence, or it ends if delivery had not started.

Where we invoice you, the invoice is payable on the due date stated on it. Where a business customer pays late, we may charge interest and reasonable collection costs to the extent Belgian law permits, and we may suspend the product or service until payment is received. Where a consumer pays late, we follow the rules on reminders and costs that Belgian consumer law prescribes. Details for a specific product are in its product-specific document.

Goods we deliver remain our property until you have paid for them in full, including any interest and costs. Until then you may not resell, pledge or give them as security. Risk, however, passes to you earlier, under the delivery rules below.

10. Subscriptions and renewal

Where a product is offered as a subscription, the term, the price, the billing period, the notice period and the way to cancel are set out in the ordering process and in the product-specific document. We do not repeat those figures here, so that this document stays correct as our products change.

Unless the product-specific document says otherwise, a subscription is paid in advance for the agreed period and gives access for that period only. Where a subscription renews automatically, we tell you before renewal how to stop it, and consumers always keep the cancellation rights Belgian law gives them, including the right to end a renewed contract of indefinite duration. Where a fixed-term contract renews tacitly into an open-ended one, as a consumer you may cancel at any time with a notice period of no more than 2 months.

We may change the price or the scope of a subscription. If we do, we tell you in advance. If the change is to your disadvantage, you may end the subscription free of charge before it takes effect, and we refund the part you have paid for but will no longer receive. If a subscription includes a device or a service performed by a partner, ending it may also end access to that part.

11. Delivery of physical goods

Where a product includes a device or other physical goods, we deliver to the address you give us. Do check your address details, because we deliver from what you give us.

• If we do not agree a delivery date, we deliver within 30 days of the contract being concluded. For professional clients, stated periods are indicative unless we expressly agree a fixed date in writing
• We may deliver in parts, in which case each part is treated separately
• Risk of loss or damage passes to you when you, or someone you designate, takes physical possession of the goods. For business customers, risk passes when the goods are handed to the carrier
• If a delivery cannot be made because the address is wrong or incomplete or because nobody accepts it, we may charge the reasonable cost of a second attempt or of the return

If we miss that deadline, you may give us an additional reasonable period in writing. If we still fail to deliver, you may terminate the contract at no cost and we refund everything you paid without undue delay. If a particular delivery date was essential for you and you told us so beforehand, you may terminate immediately, without granting an additional period.

It is worth looking over the goods when they arrive. Report visible damage, a missing item or a wrong item promptly at support@punfyre.be, with a description and photos where possible, so we can sort it out with the carrier. For consumers, reporting late does not affect the legal conformity guarantee described below.

12. Right of withdrawal for consumers

Where you buy from us at a distance as a consumer, for example through our website or an app, you have a right of withdrawal of 14 days. You do not need to give a reason. The full procedure, with the deadlines, the costs and the exceptions, is on our returns page.

For goods, that period runs from the day you, or someone you designate, receive the goods. Where an order is delivered in parts, it runs from the last part. For services and for digital content that is not supplied on a physical carrier, the period runs from the day the contract is concluded.

You can withdraw by any unambiguous statement, including a simple email to support@punfyre.be. A letter or the statutory model withdrawal form works too, but neither is required, and a registered letter is never necessary. Say clearly that you are withdrawing and mention your order details so we can find your file.

After you withdraw, send the goods back without undue delay and in any case within 14 days. We refund what you paid, including the cost of standard delivery, within 14 days of receiving your statement, using the same payment method unless we agree otherwise. We provide a return label and bear its cost; if you pick a different shipping method yourself, that cost is yours. If you used the goods more than needed to assess them, we may reduce the refund for the loss in value.

Belgian law provides for exceptions. Among other cases, the right of withdrawal does not apply:

• To a service that has been fully performed at your express prior request, where you acknowledged that you lose the right of withdrawal once it is fully performed
• To goods made to your specifications or clearly personalised
• To sealed goods that are not suitable for return for reasons of health protection or hygiene, once the seal is broken
• To digital content supplied without a physical carrier, once performance has started with your express consent and your acknowledgement that you lose the right

Where a product-specific document explains the withdrawal procedure for that product in more detail, follow it. Such a document can only make exercising your right easier, never harder.

13. Legal conformity guarantee

If you are a consumer and you buy goods from us, Belgian law gives you a legal conformity guarantee of 2 years from delivery. The goods have to match what we described, be fit for their normal use and have the quality you can reasonably expect. This guarantee is free of charge and it comes on top of any commercial warranty we or a manufacturer may offer. The full procedure, with the deadlines, the costs and the exceptions, is on our returns page.

Where goods do not conform, you can ask for repair or replacement first, and for a price reduction or termination of the contract where repair or replacement is impossible, disproportionate or unsuccessful, or where the defect is serious. Report the lack of conformity within a reasonable period after you discover it at support@punfyre.be, with your order details and a description of what is wrong. We tell you where to send the goods and we bear the cost of the return where the claim is justified.

Normal wear, damage caused by misuse, by an accident or by a modification you made yourself, and consumable parts such as a battery reaching the end of its normal life, are not a lack of conformity. For business customers, the guarantee is what the product-specific document or the signed agreement provides.

14. Emergencies and the emergency services

If a product has an alarm or safety feature, read this article carefully. It sets out the most important limit on what such a product can do for you.

Our products do not replace the emergency services. If you are in danger and can call yourself, always call 112. Use an alarm feature alongside that, never instead of it.

Before an alarm reaches anyone it has to travel a whole chain: your device and its battery, your internet connection or mobile coverage, the permissions on your phone, our systems and third-party networks. If any link fails, an alert may arrive late, incomplete or not at all. We cannot rule that out, which is why we promise no guaranteed detection, transmission or follow-up.

Where following up an alarm or dispatching an intervention is a regulated activity, a licensed partner carries it out. That partner's procedures and response times then apply; you will find them in the product-specific document.

In a life-threatening situation, never rely on a single means. Make sure the people around you know what to do, and keep 112 as the first reflex.

15. Correct use of products and services

Use our products as they are intended and as their documentation describes. Where a product has a safety or alerting function, misuse has real consequences for other people, so we ask you to be careful.

• Do not trigger a false alarm or a test alert outside the way the product provides for it, and do not use an alerting function for anything other than a genuine situation
• Keep the hardware a product needs in working order, for example by charging or replacing a battery and by keeping a device within range
• Keep the connectivity a product needs available, for example a working internet connection, mobile coverage or Bluetooth
• Grant and keep the permissions a product needs on your phone or computer, such as location, notifications or background activity, where the product depends on them to work
• Keep the software and the app up to date, and report a malfunction promptly so we can look into it

A product cannot do its job if those conditions are not met, and we are not liable for a failure caused by them. Where a product depends on a partner, for example for monitoring or response, that partner's own instructions and terms also apply, as described below.

16. Product safety and recalls

Where we sell a device or other physical goods, you receive the safety information that belongs with it: the instructions for use, the warnings and the manufacturer's details. Keep that information, because it is part of the product.

If a safety problem comes to light afterwards, we notify you through the contact details we hold for you, and where necessary through our website and our other channels as well. We tell you what the issue is, what you are best off doing, and what we will do for you.

If we recall a product, you get a choice of at least:

• Repair of the product
• Replacement with an equivalent and safe product
• A refund of what you paid for the product

A recall costs you nothing. If you send a product back as part of a recall, we bear the cost of the return. A recall does not affect your legal guarantee, your right of withdrawal or any of your other rights.

What helps: keep the contact details in your account current, so we can reach you when it matters. If you receive a safety notice from us, stop using the product as we ask and follow the instructions that come with it.

If you notice something that seems unsafe, report it at support@punfyre.be. We investigate every report, take the measures needed, and inform the competent authorities where the law requires it.

For the practical side of sending something back, repair or replacement, see our returns page.

17. Partners and third parties

We do not do everything ourselves. Some of our products only work because a third party contributes part of them. Where that is the case, we tell you who does what, and that party's own terms and responsibilities apply to its part.

18. Availability and service as it is

We make a reasonable effort to keep our website and our products available, secure and working as described. We monitor, we fix and we improve. What we cannot do is promise that everything will always be uninterrupted, timely or error free.

We may take the website or a product offline for maintenance, for a security fix or for an update. Where we can plan it, we try to do it outside busy hours and to announce it. Where we cannot, safety and security come first. Availability also depends on things outside our control, such as your device, your connection, a network operator, an app store or a partner.

Except for what these terms, a product-specific document or mandatory law expressly provide, our website and our products are made available as they are and as they become available, without further warranties, including any implied warranty of merchantability or fitness for a particular purpose. Nothing in this clause limits the legal conformity guarantee for consumers.

19. Liability

We are liable for a shortcoming that is attributable to us, but only after you have given us written notice of default, described the problem clearly and given us a reasonable period to put it right. If we fix it within that period, no liability arises. This condition does not apply to consumers: your statutory rights do not depend on a prior written notice of default.

20. Termination and suspension

You can stop using our website whenever you want. Where you have an account, you can close it in the product itself or by mailing support@punfyre.be. Where you have a subscription or a signed agreement, ending it follows the term and notice rules in that product-specific document or agreement, and any statutory right you have as a consumer.

We may suspend or end your access, in whole or in part, where you materially breach these terms or a product-specific document, where an invoice stays unpaid after a reminder, where your use endangers the security or stability of a product or the safety of others, or where the law obliges us to. Except in urgent cases, we tell you first and give you a chance to put it right. A suspension does not remove your payment obligations for the period before it.

We may also discontinue a product. Where we do, we give reasonable notice, we stop charging for the period after it ends and we refund the part you paid for but will no longer receive. When your access ends, your right to use the software ends with it and you stop using it. On request we help you export your data where the product supports it, within the retention periodsHow long data is kept before it is deleted, decided in advance rather than left open. described in the privacy policy. Clauses meant to survive, such as intellectual property, liability, indemnity, confidentiality and governing law, keep applying after termination.

21. Force majeure

Neither of us has to perform an obligation that has become impossible or unreasonably burdensome because of an event outside our reasonable control. As long as such an event lasts, the affected obligations are suspended and neither of us owes the other compensation for the delay.

• A failure of electricity, a network, telecommunications or the internet
• A natural disaster, extreme weather, fire or flooding
• An epidemic, a pandemic or a public health measure
• A cyber attack, ransomware or a large scale security incident
• War, terrorism, riot, sabotage or a government measure
• A strike or other collective action, at our end or at a supplier
• The failure or discontinuation of a supplier, partner, app store or carrier we depend on

We inform you as soon as we reasonably can and we do what we can to limit the impact and to find an alternative. If the situation lasts unreasonably long, either of us may end the affected part of the contract in writing without owing compensation, and we settle what has already been performed and paid. Where you are a consumer and you paid for something you will not receive, we refund it.

22. Complaints and disputes

Something not right? Do tell us first at legal@punfyre.be, so we get the chance to put it right. Most things get solved in a single conversation.

To help us act quickly, please include:

• Your name and the email address or account you use with us
• The product or service the complaint is about, and the order or invoice number where there is one
• What happened, when it happened and what you expected instead
• Screenshots, photos or messages that show the problem

We confirm receipt of a complaint and we come back to you with a substantive answer within a reasonable period. If we cannot reach agreement and you are a consumer, you can turn to an out of court dispute resolution body before going to court:

• Consumer Mediation Service (Belgium)
• European ODR platform

Such a route is free or low cost and does not take away your right to go to court afterwards. Where a dispute does reach a court, the rules on governing law and competent courts below apply.

23. Intellectual property

24. Changes, transfer, language and final provisions

25. Contact

Questions about these terms, about a product or about an order? Mail legal@punfyre.be. We are happy to help.