Support Terms and Conditions

These Support Terms and Conditions (hereinafter "STC") govern the terms under which technical support and assistance are provided to users of the Youinv platform (hereinafter "the Platform").

By submitting a support request via ticket, email or phone, you expressly and unconditionally accept these STC in their entirety.

Support is available to:

• Active customers with a valid Youinv subscription
• Users in a free trial period (limited support)
• Prospects for general pre-sales questions

You can contact us via:

• Online tickets: https://youinv.com/support
• Email: support@youinv.com
• Phone: +32 2 586 69 87 (business hours: 9am–5pm CET)

Each support request generates a unique ticket number to track your request. This number is sent to you by email immediately after the ticket is created.

Technical support does not cover:

• Issues related to your IT infrastructure (network, servers, workstations)
• Custom development or source code modifications
• In-depth training beyond initial onboarding (except plans with training included)
• Issues caused by third-party software not officially integrated
• Data recovery following user error
• Support for obsolete or unsupported versions of the Platform

To benefit from support, you agree to:

• Provide complete, accurate and up-to-date information in your requests
• Describe the issue precisely with screenshots where necessary
• Treat our support team with respect and courtesy
• Not submit abusive or repetitive requests for a problem already resolved
• Keep your subscription active to continue receiving support
• Follow the recommendations and instructions provided by our team

We reserve the right to refuse or suspend support in the event of:

• Abusive, offensive or disrespectful behaviour towards our team
• Non-payment of the subscription or suspended account
• Fraudulent use of the Platform
• Violation of the General Terms of Use

All information exchanged in the context of support is treated in strict confidence, in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR).

We commit to:

• Not disclosing your information to third parties without your consent
• Using your data only for the purpose of handling your request
• Retaining support exchanges for a limited period to improve our services
• Protecting your data with appropriate security measures

Technical support is provided "as is". Although we make every effort to resolve your issues, we do not guarantee:

• Resolution of all issues within a specific timeframe
• Uninterrupted or error-free support service
• Compatibility with all technical environments

Our liability is limited to the amount paid for your subscription over the past 12 months. We shall not be liable for indirect damages, data loss, or loss of business.

We reserve the right to amend these Support Terms and Conditions at any time. Amendments take effect upon publication on this page.

In the event of a material change, we will notify you by email. Continued use of support after notification constitutes acceptance of the new terms.

These STC are governed by Belgian law. In the event of a dispute regarding the interpretation or performance of these terms, and in the absence of an amicable resolution, the courts of Brussels shall have exclusive jurisdiction.

For any questions regarding these Support Terms and Conditions, you can contact us: