01Purpose and scope
These terms govern the use of the Neolia Pro platform (pro.neolia.ch) and of the Neolia Pro app by an installation company, an electrical installer or a company in the construction chain (hereinafter “ the Installer ”) that carries out Neolia installations. They set out the rules between the Installer and Neolia for the working tool: creating the account, managing jobs, installation obligations, data processing, support.
They supplement and do not replace the Neolia Partner Agreement (resellers & installers), which is the commercial and contractual framework between the Parties and is signed once at onboarding. In the event of a conflict on a commercial point (licences, prices, remuneration, non-circumvention, term), the Partner Agreement prevails.
02Account and access
Creation
The account is created in the company's name, identified by its entry in the Swiss commercial register (Zefix search, UID CHE-…). The first person to register a company unknown to Neolia Pro becomes its administrator. If the company already has an account, the newcomer is attached to it automatically as a technician; the administrators are informed and can adjust their role or their access.
Roles
The administrator manages the company, the staff and their rights. The technician gets the working tool (jobs, commissioning, messages) without company administration. The same account works for the web platform and for the field app.
Security
The Installer is responsible for keeping its staff's login details confidential and for any action taken from their accounts. If you suspect unauthorised access, change the password and write to contact@neolia.ch. Neolia never asks for a password by email, SMS or telephone.
03The platform and the app
Neolia Pro supports the Installer from start to finish on every job:
- create a job (building or house) and describe its exact scope (entrances, dwellings, equipment);
- commission the Neolia equipment: intercom door stations, boxes, gateways, meters, pairing and online verification;
- follow project progress, the company's messages and the attached documents;
- name the service holder and trigger activation.
Features change; the important additions are documented in the tool. Neolia provides the technical and commercial documentation as well as initial training.
04Commercial framework
The commercial relationship (purchase of licences, channel prices, remuneration on sale, mutual non-circumvention) is governed by the Neolia Partner Agreement. Its structuring principles are recalled here, without replacing it:
- the Installer acts as an independent trader, in its own name and on its own account;
- every job is created by the Installer in Neolia Pro; invoicing by Neolia is triggered when the services are activated;
- the Installer's remuneration is its trading margin on the sale; no remuneration is received on renewals;
- the service holder is bound directly to Neolia by the building's operating agreement.
The full Partner Agreement is presented and signed electronically during Neolia Pro onboarding. Swiss law imposes no particular form for this agreement: its validity rests on the freedom of form of Art. 11 CO. It is not made public: it is a contractual document given to the partner company.
05The Installer's obligations
By using Neolia Pro, the Installer undertakes to:
- carry out the installations in accordance with the Neolia specifications and guides, to good trade practice and the applicable standards (electrical installations, safety), with trained staff;
- use Neolia Pro for every job: exact scope, pairing and online verification of the equipment before handover;
- present the solution in line with the official documentation and make no promise on Neolia's behalf;
- follow the Neolia brand usage guidelines and use the materials only in their current version;
- not attempt to bypass the platform's technical controls, or to misuse it.
06Registering the service holder
For each job, the Installer enters the service holder (property management company, condominium, owner: the party that will operate the building). The appointment follows the Neolia process: selection from the register of existing holders, or a full form. Activation of the services requires an operating agreement signed by the holder: this is a necessary safeguard, and the Installer cannot sign it in the holder's place.
07Data and confidentiality
The personal data processed in connection with jobs (customer contacts, holders, occupants) is processed for the purposes of the service, in accordance with the Neolia Privacy Policy and Swiss data protection law (nLPD). The Installer collects and enters into Neolia Pro only the data needed for the job, and informs the persons concerned where required.
Each Party keeps the information exchanged confidential (channel terms, documentation, job data). Login details and staff accounts are managed by the company itself from the Company tab.
08Support and availability
Neolia provides second-level support (platform, apps, Neolia equipment) and device provisioning, supplies the documentation and initial training, and handles every holder appointment promptly so as not to delay activation.
Neolia offers no contractual warranty on the equipment and no warranty extension, as provided in Article 7 of the general terms of sale. Neolia provides no on-call service and commits to no response time. The platform is monitored automatically at all times, and planned maintenance takes place at night, with advance notice in the tool. Service terms are detailed in the general terms of sale.
09Suspension and closure
An account or an access right may be suspended temporarily in the event of suspicious activity (repeated authentication attempts, automated behaviour), while we check where it comes from. The company is informed and can resolve the situation through support.
The end of the relationship follows the Partner Agreement (termination with notice, or with immediate effect in the event of a serious breach after formal notice). The end of the agreement has no effect on jobs already activated: prepaid periods run to their end and the service continues for the holders concerned.
10Liability
Neolia takes reasonable care to make the platform and the app work properly, without guaranteeing that they will be entirely free of interruption or bugs. To the extent permitted by Swiss law, Neolia's liability is limited to proven direct damage resulting from gross negligence or wilful misconduct.
The Installer remains solely responsible for the compliance and safety of the installations it carries out, and for the commitments it makes to its own customers.
11Changes to these rules
These terms may change. Any substantial change is notified by email and in the tool, with reasonable notice (at least 30 days for changes that restrict the Installer's rights).
12Governing law
These terms are governed by Swiss law. Disputes fall to the courts of the canton of Fribourg, subject to any different mandatory place of jurisdiction provided by law.
Before any dispute, write to us at contact@neolia.ch: almost every situation is settled in a few exchanges.