General Terms and Conditions

Table of Contents
Article 1 - Definitions
Article 2 - Identity of Veroa
Article 3 - Applicability
Article 4 - The Offer
Article 5 - The Agreement
Article 6 - Right of Withdrawal
Article 7 - Consumer Obligations During the Reflection Period
Article 8 - Exercise of the Right of Withdrawal by the Consumer and Related Costs
Article 9 - Veroa’s Obligations in the Event of Withdrawal
Article 10 - Exclusion of Right of Withdrawal
Article 11 - Price
Article 12 - Performance and Extra Warranty
Article 13 - Delivery and Performance
Article 14 - Duration Transactions: Duration, Termination, and Extension
Article 15 - Payment
Article 16 - Complaints Procedure
Article 17 - Disputes
Article 18 - Additional or Deviating Provisions

Article 1 - Definitions
In these terms and conditions, the following terms are understood as:

Additional Agreement: an agreement where the consumer acquires products, digital content, and/or services related to a distance agreement, and these goods, digital content, and/or services are provided by Veroa or a third party based on an arrangement between that third party and Veroa.
Reflection Period: the period within which the consumer may exercise their right of withdrawal.
Consumer: the natural person who is not acting for purposes related to their trade, business, craft, or professional activity.
Day: calendar day.
Digital Content: data that is produced and delivered in digital form.
Duration Agreement: an agreement that involves the regular supply of goods, services, and/or digital content for a specified period.
Durable Data Carrier: any tool – including email – that allows the consumer or entrepreneur to store information addressed personally to them in a way that allows future consultation or use for a period appropriate for the purpose for which the information is intended, and allows unaltered reproduction of the stored information.
Right of Withdrawal: the possibility for the consumer to withdraw from the distance agreement within the reflection period.
Distance Agreement: an agreement concluded between Veroa and the consumer within the framework of a system organized for the remote sale of products, digital content, and/or services, where one or more techniques for remote communication are used until the agreement is concluded.
Model Withdrawal Form: the European model withdrawal form included in Appendix I of these terms and conditions.
Veroa: the legal entity as defined in Article 2, which offers products, (access to) digital content, and/or services remotely to consumers as outlined in these terms and conditions.
Remote Communication Technique: a means that can be used to conclude an agreement without the consumer and entrepreneur needing to be present in the same physical space at the same time.

Article 2 - Identity of Veroa

Entrepreneur's Name: Gillan Claehout / LUVION / Veroa
Registered Office: Pontstraat 7b
Email Address: info@veoa.co.uk
Business Number: 1021160471
VAT Identification Number: BE1021160471

Article 3 - Applicability

These general terms and conditions apply to every offer from Veroa and every distance agreement concluded between the entrepreneur and the consumer.
Before the distance agreement is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, Veroa will indicate how the general terms and conditions can be accessed and that they will be sent to the consumer free of charge upon request.
If the agreement is concluded electronically, in deviation from the previous paragraph, and before the agreement is concluded, the text of these general terms and conditions may be provided electronically to the consumer in such a way that they can easily store them on a durable medium. If this is not reasonably possible, Veroa will indicate where the general terms and conditions can be accessed electronically and that they will be sent to the consumer free of charge upon request.
If, in addition to these terms and conditions, specific product or service terms apply, the second and third paragraphs will apply accordingly. In case of conflicting terms, the consumer may invoke the provision that is most favorable to them.

Article 4 - The Offer

If an offer is limited in duration or is subject to conditions, this will be clearly stated in the offer.
The offer includes a complete and accurate description of the offered products, digital content, and/or services. The description is detailed enough to allow the consumer to make a well-informed judgment about the offer. If Veroa uses images, they will be a truthful representation of the offered products, services, and/or digital content. Obvious mistakes or errors in the offer do not bind Veroa.
Every offer contains sufficient information so that the consumer is clear about their rights and obligations once they accept the offer.

Article 5 - The Agreement

The agreement is concluded, subject to the provisions of paragraph 4, when the consumer accepts the offer and complies with the conditions set forth in the offer.
If the consumer accepts the offer electronically, Veroa will promptly confirm the receipt of the consumer's acceptance electronically. Until this confirmation is received by the consumer, the consumer may cancel the agreement. Once the confirmation is received, the consumer can no longer cancel the agreement but may exercise the right of withdrawal (Article 6).
If the agreement is concluded electronically, Veroa will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can make payments electronically, Veroa will ensure appropriate security measures are in place.
Veroa may, within the legal framework, verify whether the consumer can meet their payment obligations, as well as any facts and factors that are important for responsibly entering into the distance agreement. If Veroa has reasonable grounds to believe that the agreement should not be concluded, it is entitled to refuse the order or request, or attach special conditions to the execution of the agreement.
Veroa will send the following information to the consumer in writing or in a way that allows the consumer to easily store it on a durable medium, at the latest upon delivery of the product, service, or digital content:
1. the address of Veroa’s business location where the consumer can submit complaints;
2. the conditions under which and the manner in which the consumer can exercise their right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
3. information about warranties and existing after-sales services;
4. the price, including all taxes, of the product, service, or digital content; if applicable, delivery costs; and the method of payment, delivery, or performance of the agreement;
5. the requirements for terminating the agreement if it has a duration of more than one year or is of indefinite duration;
6. if the consumer has a right of withdrawal, the model withdrawal form.
In the case of a long-term agreement, the provision in the previous paragraph only applies to the first delivery.

Article 6 - Right of Withdrawal

The consumer may cancel an agreement regarding the purchase of a product within a reflection period of at least 14 (fourteen) days without providing a reason. Veroa may ask the consumer for the reason for withdrawal, but cannot obligate them to provide a reason.
The reflection period referred to in paragraph 1 starts the day after the consumer, or a third party designated by the consumer, who is not the carrier, receives the product, or:
1. if the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by them, receives the last product. Veroa may, provided they have clearly informed the consumer prior to the order process, refuse an order with multiple products that have different delivery times.
2. if the delivery of a product consists of multiple shipments or parts: the day on which the consumer, or a third party designated by them, receives the last shipment or part;
3. in the case of agreements for the regular supply of products over a specified period: the day on which the consumer, or a third party designated by them, receives the first product.

In the case of services and digital content not delivered on a physical medium:

The consumer may cancel a service agreement and an agreement for the delivery of digital content not delivered on a physical medium within at least 14 days without providing a reason. Veroa may ask the consumer for the reason for withdrawal, but cannot obligate them to provide a reason.
The reflection period referred to in paragraph 3 starts the day after the conclusion of the agreement.

Extended Reflection Period for Products, Services, and Digital Content Not Delivered on a Physical Medium When Information on the Right of Withdrawal Is Not Provided:

If Veroa has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the reflection period will expire twelve months after the end of the original reflection period determined in accordance with the previous paragraphs of this article.
If Veroa provides the consumer with the information referred to in the previous paragraph within twelve months of the start date of the original reflection period, the reflection period expires 14 days after the day the consumer receives that information.

Article 7 – Obligations of the Consumer During the Reflection Period

During the reflection period, the consumer will handle the product and its packaging with care. The consumer may only unpack or use the product to the extent necessary to ascertain the nature, characteristics, and functioning of the product. The general rule is that the consumer may handle and inspect the product as they would in a store.
The consumer is only liable for any reduction in the value of the product resulting from handling the product in a way that goes beyond what is allowed in paragraph 1.
The consumer is not liable for any reduction in the value of the product if Veroa has not provided all the legally required information about the right of withdrawal before or at the time of concluding the agreement.

Article 8 – Exercise of the Right of Withdrawal by the Consumer and the Associated Costs

If the consumer exercises their right of withdrawal, they must notify Veroa within the reflection period using the model withdrawal form or any other unambiguous statement.
As soon as possible, but no later than 14 days from the day following the notification mentioned in paragraph 1, the consumer must return the product or hand it over to (an authorized representative of) Veroa. This is not necessary if Veroa has offered to collect the product themselves. The consumer has complied with the return deadline if they send the product back before the reflection period has expired.
The consumer returns the product with all supplied accessories, if reasonably possible in its original condition and packaging, and according to any reasonable and clear instructions provided by Veroa.
The risk and burden of proof for the proper and timely exercise of the right of withdrawal lie with the consumer.
The consumer bears the direct costs of returning the product. If Veroa has not informed the consumer that they must bear these costs, or if Veroa states that they will bear the costs themselves, the consumer does not need to pay for the return shipping.
The consumer will not incur any costs for the full or partial delivery of digital content not supplied on a tangible medium, if:
1. they did not explicitly consent to the performance of the agreement before the end of the reflection period;
2. they did not acknowledge that they would lose their right of withdrawal upon giving consent;
3. Veroa failed to confirm the consumer’s declaration.
If the consumer exercises their right of withdrawal, all supplementary agreements will be automatically dissolved.

Article 9 – Obligations of Veroa in Case of Withdrawal

If Veroa makes it possible to notify the withdrawal electronically, they will send an acknowledgment of receipt immediately after receiving this notification.
Veroa will reimburse all payments made by the consumer, including any delivery costs charged by Veroa for the returned product, without delay but within 14 (fourteen) days after the day on which the consumer notified them of the withdrawal. Unless Veroa offers to collect the product themselves, they may wait until they have received the product or the consumer has shown that they have returned the product, whichever occurs earlier.
Veroa will use the same payment method for the reimbursement that the consumer used, unless the consumer agrees to another method. The reimbursement will be free of charge for the consumer.
If the consumer chose a more expensive delivery method than the cheapest standard delivery, Veroa does not have to reimburse the additional costs for the more expensive method.

Article 10 – Exclusion of the Right of Withdrawal

Veroa may exclude the following products and services from the right of withdrawal, but only if they have clearly stated this in the offer, at least before the conclusion of the agreement:

Products or services whose price is tied to fluctuations in the financial market over which Veroa has no control and which may occur during the withdrawal period;
Agreements concluded during a public auction. A public auction is defined as a sales method where products, digital content, and/or services are offered by Veroa to the consumer who is physically present or has the option to be present at the auction, led by an auctioneer, and where the successful bidder is obligated to accept the products, digital content, and/or services;
Service agreements, after the full performance of the service, but only if:
1. the performance has started with the express prior consent of the consumer; and
2. the consumer has declared that they lose their right of withdrawal once Veroa has fully performed the agreement;
Service agreements for the provision of accommodation, where the agreement specifies a certain date or period of performance, and not for residential purposes, goods transportation, car rental services, or catering;
Agreements related to leisure activities, if the agreement specifies a particular date or period of execution;
Products made to the consumer’s specifications, which are not prefabricated and are made based on the consumer’s individual choice or decision, or which are clearly destined for a specific person;
Products that spoil quickly or have a limited shelf life;
Sealed products that, for reasons of health protection or hygiene, are not suitable for return if the seal has been broken after delivery;
Products that have been inseparably mixed with other products after delivery;
Alcoholic beverages whose price was agreed upon when the agreement was concluded, but the delivery can only take place after 30 days, and whose actual value depends on fluctuations in the market over which Veroa has no control;
Sealed audio or video recordings and computer software, whose seal has been broken after delivery;
Newspapers, magazines, or periodicals, except for subscriptions;
The delivery of digital content not on a tangible medium, but only if:
the performance has started with the express prior consent of the consumer; and
the consumer has declared that they lose their right of withdrawal.

Article 11 – The Price

During the validity period stated in the offer, the prices of the offered products and/or services will not be increased, except for price changes resulting from changes in VAT rates.
In deviation from the previous paragraph, Veroa may offer products or services whose prices are linked to fluctuations in the financial market and over which Veroa has no influence, at variable prices. This fluctuation and the fact that any listed prices are guide prices will be indicated in the offer.
Price increases within 3 months after the conclusion of the agreement are only allowed if they result from legal regulations or provisions.
Price increases after 3 months from the conclusion of the agreement are only allowed if Veroa has agreed to this and:
1. they are the result of legal regulations or provisions; or
2. the consumer has the right to terminate the agreement on the day the price increase takes effect.
The prices stated in the offer of products or services are inclusive of VAT.

Article 12 – Fulfillment of the Agreement and Additional Warranty

Veroa ensures that the products and/or services comply with the agreement, the specifications mentioned in the offer, the reasonable requirements of soundness and/or usability, and the legal provisions and/or government regulations in force on the date of conclusion of the agreement. If agreed, Veroa also ensures that the product is suitable for a use other than normal use.
An additional warranty provided by Veroa, its supplier, manufacturer, or importer does not limit the consumer's legal rights and claims under the agreement if Veroa has failed to fulfill its part of the agreement.
An additional warranty is any commitment by Veroa, its supplier, importer, or manufacturer, granting the consumer certain rights or claims that go beyond what is legally required in case of non-performance by Veroa.

Article 13 – Delivery and Execution

Veroa will take the greatest care when receiving and executing orders for products and when evaluating requests for services.
The delivery address is the address provided by the consumer to Veroa.
In accordance with what is stated in Article 4 of these general terms and conditions, Veroa will execute accepted orders with competent speed, but no later than 30 days, unless another delivery period has been agreed. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified of this no later than 30 days after placing the order. In this case, the consumer has the right to dissolve the agreement at no cost and is entitled to any compensation.
After dissolution in accordance with the previous paragraph, Veroa will promptly refund the amount the consumer has paid.
The risk of damage and/or loss of products rests with Veroa until the moment of delivery to the consumer or a representative designated and known to Veroa, unless otherwise agreed.

Article 14 – Duration Transactions: Duration, Cancellation, and Renewal

Cancellation:

The consumer may cancel an agreement that is concluded for an indefinite period and which involves the regular delivery of products or services at any time, subject to any agreed-upon cancellation rules and a notice period of no more than one month.
The consumer may cancel an agreement that is concluded for a fixed period and which involves the regular delivery of products or services at any time before the end of the specified term, subject to any agreed-upon cancellation rules and a notice period of no more than one month.
The consumer may cancel the agreements mentioned in the previous sections:
- at any time, and not be restricted to cancellation at a certain time or within a specific period;
- at least cancel in the same way as the agreement was entered into by the consumer;
- always cancel with the same notice period as Veroa has set for itself.

Renewal:

An agreement that is concluded for a fixed period and which involves the regular delivery of products or services may not be automatically renewed or extended for a certain period.
Notwithstanding the previous section, an agreement that is concluded for a fixed period may be automatically extended for a certain period of up to three months, if the consumer can cancel this renewed agreement at the end of the extension period with a notice period of no more than one month.
An agreement that is concluded for a fixed period and which involves the regular delivery of products or services may only be automatically renewed for an indefinite period if the consumer may cancel it at any time with a notice period of no more than one month.

Duration:

If an agreement has a duration of more than one year, the consumer may cancel the agreement at any time after one year with a notice period of no more than one month, unless fairness and equity prevent cancellation before the end of the agreed term.

Article 15 – Payment

Unless otherwise specified in the agreement or additional terms, amounts owed by the consumer must be paid within 14 (fourteen) days after the start of the reflection period, or if there is no reflection period, within 14 (fourteen) days after the conclusion of the agreement. In the case of an agreement for the provision of a service, this period starts the day the consumer receives the confirmation of the agreement.
In the sale of products to consumers, the consumer may never be required to pay more than 50% in advance. When an advance payment is required, the consumer may not claim any rights regarding the execution of the respective order or services before the agreed advance payment has been made.
The consumer is obliged to immediately report any inaccuracies in provided or stated payment details to Veroa.
If the consumer fails to meet his payment obligation(s) on time, he will owe legal interest on the overdue amount after being notified by Veroa about the late payment, and Veroa has given the consumer a period of 14 (fourteen) days to still fulfill the payment obligation. If payment is not made within this 14-day period, Veroa is entitled to charge extrajudicial collection costs, which are a maximum of:
- 15% of outstanding amounts up to €2,500;
- 10% on the next €2,500;
- 5% on the next €5,000, with a minimum of €40.

Veroa may deviate from these amounts and percentages in favor of the consumer.

Article 16 – Complaints Procedure

Veroa has a well-publicized complaints procedure and handles complaints in accordance with this procedure.
Complaints regarding the execution of the agreement must be submitted to Veroa in full and clearly described within a reasonable time after the consumer has discovered the defects.
Complaints submitted to Veroa will be answered within 14 (fourteen) days from the date of receipt. If a complaint requires a foreseeable longer processing time, Veroa will respond within 14 (fourteen) days with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed response.

Article 17 – Disputes

Dutch law applies exclusively to agreements between Veroa and the consumer to which these general terms and conditions apply. Any disputes arising from the agreement and/or these general terms and conditions will be submitted to the competent court in the district where Veroa has its office.

Article 18 – Additional or Deviating Provisions

Additional or deviating provisions from these general terms and conditions may not be to the detriment of the consumer and must be set out in writing or in such a manner that they can be stored by the consumer on a durable data carrier in an accessible way.