To be read together with the Provider Commercial Terms.
Angevo BV — Excelsiorlaan 25, 1930 Zaventem (Belgium) — CBE 1032.536.987 — VAT BE 1032.536.987 — contact@angevo.com
These Provider Terms of Use (the “Provider Terms of Use”) govern access to and use of the Angevo digital platform (the “Platform”) by any independent professional registered as an ANGEVO Provider. The ANGEVO Provider corresponds to the “Provider” referred to in the Customer Terms of Use.
The ANGEVO Provider must not be confused with the ANGEVO Partner, a professional company, in particular an installer or an exterior joinery company, which funds ANGEVO Vouchers for the benefit of its own customers and does not perform any Service. The two capacities are distinct and are governed by separate contractual documents.
These Provider Terms of Use constitute a legally binding contractual framework between the Provider and Angevo BV (“Angevo”), a company incorporated under Belgian law with its registered office in Zaventem, Belgium. They are supplemented by the Provider Commercial Terms, which govern remuneration, commission, collection and transfer; the two documents are to be interpreted as complementary.
Registration and use of the Platform as a Provider imply full and unconditional acceptance of these Provider Terms of Use and of the applicable Provider Commercial Terms.
The Provider uses the Platform as an independent professional. The Provider performs, under their own professional responsibility, the Services they accept via the Platform.
The relationship between the Provider and Angevo does not create any relationship of subordination, employment, partnership, agency, general mandate or exclusivity. In particular:
Angevo does not guarantee the Provider any volume of Assignments, any territorial exclusivity or any level of income.
Angevo acts as a digital platform connecting Customers with independent Providers. It does not itself perform the Services on site and is not a party to the contract for the Service concluded between the Customer and the Provider.
Angevo provides the booking interface, the making available of Assignments, the secure payment system, support and complaint follow-up, as well as the tools necessary for the operation of the service.
The Provider may only access and remain active on the Platform provided that they have the legal status required to carry on their activity, provide accurate, complete and up-to-date information, demonstrate insurance in accordance with Article 5, and comply with the admission, quality, safety and compliance criteria defined by Angevo.
Before activation, the Provider sends Angevo the information and documents enabling verification of their identity, legal existence, company or VAT number, bank details, professional status and insurance, as well as any other document useful for their onboarding or for verifying their compliance.
Admission is at Angevo's discretion, on the basis of the above criteria. A refusal of admission is communicated to the applicant with its main reason.
The Provider undertakes to keep their administrative, professional, banking and operational information up to date throughout their use of the Platform.
The Provider undertakes to take out and maintain in force, throughout their registration, professional liability insurance covering all the Services they perform through the Platform.
This insurance must have a minimum cover limit of five hundred thousand euros (EUR 500,000) per claim, covering bodily injury, property damage and consequential loss caused to Customers, third parties or their property in the course of performing the Services, including damage to the property on which the Service is performed, in particular glass breakage and damage to the treated surfaces and frame profiles.
For Services involving work at a height of more than three (3) metres, in particular the use of telescopic poles, reverse-osmosis pure water systems or any other elevated access equipment, the Provider must have a specific insurance extension covering this type of intervention.
For a specific Assignment presenting a particular risk, in particular on shop windows, buildings used for professional purposes or high-risk sites, Angevo may require specific cover as a condition of eligibility for that Assignment. The Provider remains entirely free to refuse such an Assignment, without any adverse consequence.
Any general increase in the minimum insurance requirements applicable to all Providers constitutes an amendment of these Provider Terms of Use and follows the regime of Article 34, including its notice periods. It does not apply retroactively to Assignments already accepted, save where a mandatory legal or regulatory obligation applies.
The Provider sends Angevo, upon registration and then at each annual renewal, a valid insurance certificate stating the nature of the activities covered, the cover limit and the period of validity. Angevo may request an updated certificate at any time.
In the absence of valid insurance, in the event of insufficient cover or failure to send the certificate, Angevo may suspend the Provider's access until the situation is remedied, or even terminate their registration, under the conditions of Articles 24 to 25 ter. The Provider remains responsible for the financial consequences of any claim attributable to them arising in the course of performing a Service.
Angevo provides the Provider with a dedicated area, accessible via the Platform, enabling them in particular to consult available Assignments, information useful for their performance, the status of their activity and the services reserved for Providers. Access to this area is personal and secure. These Provider Terms of Use do not guarantee the existence of any particular feature, as features may change.
The availability declared by the Provider indicates only the periods during which they agree to receive Assignment offers. It never constitutes a commitment to accept a specific Assignment.
Angevo may ask the Provider to keep up to date their availability, intervention areas, equipment, qualifications, contact details and other objective information necessary for the proper functioning of the service.
Objectively false or deliberately misleading information may be dealt with under the conditions of Articles 24 to 25 ter. The refusal of an Assignment cannot, on its own, constitute evidence that the declared availability was inaccurate.
The Provider remains free to accept or refuse any Assignment offered via the Platform, without having to give reasons for the refusal, including where the Assignment is offered during a declared availability period.
Refusing one or more Assignments, whatever their number, cannot have any adverse consequence for the Provider. In particular, the acceptance or refusal rate affects neither the presentation or allocation of future Assignments, nor the Provider's ranking, nor the maintenance of their access to the Platform, and cannot form the basis of any measure of restriction, suspension or delisting. Nor can the refusal of an Assignment, on its own, be relied on as evidence of inaccurate information within the meaning of Article 7.
By contrast, the Provider's conduct on Assignments they have actually accepted, in particular unjustified late withdrawal, no-show, the quality of the work performed, compliance with safety requirements and compliance with the accepted Assignment, may give rise to the measures provided for in Articles 24 and 25 and, where these criteria are applied, be taken into account under the conditions of Article 9.
When an Order is confirmed, the corresponding Assignment is made available in the app to Providers who are available and previously validated by Angevo.
Where an Order includes several Services, they form a single Assignment and are entrusted to a single Provider capable of performing the entire Order. A single Order is not split between several Providers.
Order of presentation. Available Assignments are presented by default according to the distance between the place of intervention and the intervention area declared by the Provider. The Provider may change this display and sort available Assignments by remuneration or by time.
Eligibility. Access to an Assignment may be subject to the eligibility conditions provided for herein, in particular the insurance required under Article 5.
Criteria not used. The acceptance or refusal rate of Assignments is recorded for operational follow-up purposes, but is not used for presentation, allocation, ranking or any evaluation of the Provider.
Angevo may change the presentation or allocation criteria, in particular to take account of equipment, required skills or the Provider's conduct on accepted Assignments. Any significant change is communicated under the conditions of Article 34, and these Provider Terms of Use are updated accordingly. Angevo publishes neither the algorithm used nor the weightings applied.
Reallocation of an Assignment. As long as no Service of the Order has been performed, the Assignment may be reallocated in full to another eligible Provider, in particular in the event of unavailability, withdrawal, loss of eligibility or operational necessity.
As soon as at least one Service of the Order has been performed, the remaining Services can no longer be entrusted to another Provider within the same Order. If the original Provider cannot complete the Assignment, the remaining Services are handled in accordance with the Customer Terms, either by rescheduling with the same Provider where possible, or by closing the Order with the corresponding refund or compensation. Any subsequent involvement of another Provider requires a new Order.
When a Provider accepts an Assignment, they undertake to perform it under the agreed conditions, save for a legitimate impediment reported as soon as possible.
Unjustified absence, unjustified late withdrawal, no-show or any serious breach on an accepted Assignment may give rise to the measures provided for in Article 24 and to the financial consequences provided for in the Commercial Terms.
The Provider performs the accepted Services under their responsibility. If they use their own employees, agents or subcontractors, they remain fully responsible for their intervention, competence, conduct and compliance with these Provider Terms of Use.
Any person acting on behalf of the Provider must meet the applicable quality, safety, insurance and compliance requirements; Angevo may make the intervention of a third party subject to prior verification. The Provider may not assign, lend or transfer their account to a third party.
The Provider undertakes to perform each accepted Service with professionalism, care and diligence and in accordance with good professional practice applicable to their activity. They ensure that the result complies with the booked Service and with the applicable safety, hygiene and compliance requirements.
Where Angevo finds, after examining a complaint and the available evidence, a performance defect attributable to a Service performed by the Provider, the Provider carries out the necessary touch-up when Angevo so requests and where it is reasonably possible. This correction does not give rise to any additional remuneration. The Provider may submit their observations and challenge the finding under the procedure of Article 25 ter.
Where a touch-up by the original Provider is not reasonably possible, Angevo may entrust the corrective intervention to another Provider or adopt another solution. The sums borne by Angevo in this respect fall under Article 19.
The following in particular do not constitute a performance defect: soiling that appeared after the intervention, a pre-existing defect in the glazing, window frame or surface, an aesthetic result that is objectively impossible to achieve, or a problem unrelated to the Service performed.
The Provider in principle uses their own equipment, tools and methods, under their professional responsibility.
Angevo may impose a specific product, protocol or method only where such requirement is justified by safety, quality, conformity of the result or the specific characteristics of the Service. This is particularly the case where a Service includes the Colour Restoration of aluminium or PVC frame profiles. Acceptance of such an Assignment implies compliance with this requirement.
The Provider is responsible for the proper application of the required product or protocol, in accordance with the instructions provided. Where damage results from the product or protocol imposed by Angevo although it was correctly applied, liability is assessed taking into account the fact that Angevo imposed its use, without prejudice to the Provider's liability as regards the conditions of application.
Where a Service concerns the Colour Restoration of aluminium or PVC frame profiles, the Provider is required to use the product, protocol or method specifically required by Angevo and to comply with its application instructions. The Provider may not present this Service to the Customer as guaranteeing a return to the original condition or as ensuring that the colour will be maintained for any fixed period. Any information relating to how well the colour holds over time constitutes an indication of performance or a possibility of improving its lifespan, and not a firm guarantee of result.
The Provider undertakes to adopt, in the course of each Assignment, professional, respectful and punctual conduct. They respect the premises, property, privacy and reasonable instructions of the Customer, as well as the rules of discretion and good conduct.
Any aggressive, inappropriate, abusive, misleading or dangerous conduct may give rise to the measures provided for in Article 24.
The Provider may refuse to begin an intervention, interrupt it or leave the premises, without any adverse consequence for them, where there is a legitimate reason relating to their safety or personal protection, in particular:
The Provider reports the situation to Angevo as soon as possible and documents it as far as possible.
Angevo verifies the available evidence and takes over the matter with the Customer. In the event of a dispute, no financial consequence is applied automatically on the sole statement of one party.
Exercising this right constitutes neither a withdrawal nor a breach, and cannot form the basis of any measure under Article 24.
Serious or repeated behaviour by the Customer may also give rise to separate measures concerning their account, under the conditions provided for in the Customer Terms.
The financial consequences of an intervention thus refused or interrupted are governed by Articles 6 and 12 of the Commercial Terms.
The total price displayed and validated by the Customer at the time of the Order is final. The Provider may not apply any surcharge on site or change the price of the Service.
Where the situation found on site differs from the information provided by the Customer without preventing performance, the planned Service is carried out.
Where the discrepancy makes the Service impossible to perform, non-compliant or risky, the Provider documents the situation and reports it to Angevo, which takes over the matter with the Customer in order to find a solution, in particular rescheduling.
In order to ensure the follow-up of the Assignment, quality control, the handling of any complaint or incident and the establishment of evidence, the Provider takes photographs before and after the intervention, and may take them during it, where materially possible.
Photographs are limited to what is necessary for the Service. The Provider avoids, as far as possible, photographing persons or private items unrelated to the Assignment.
Where the Customer objects, during the intervention, to photographs being taken, the Provider immediately suspends the taking of new photographs and contacts Angevo. The Provider does not rule on this request themselves: they may only inform the Customer that it will be examined by Angevo before any resumption of the photographic processing. Angevo then decides on the follow-up to be given to the intervention.
The images and data thus collected are processed in compliance with the applicable data protection and privacy rules, in accordance with the Privacy Policy.
Customers' payments are collected by Angevo through an authorised payment service provider. The Provider's remuneration, Angevo's commission, the control period, the payout schedule, withholdings and set-offs are governed by the Commercial Terms.
Where an Order is paid in whole or in part by means of an ANGEVO Voucher, that Voucher constitutes a means of payment of the Customer and does not reduce the Provider's remuneration base.
The Provider is responsible for the physical performance of the Services and for damage attributable to them, including towards Customers and third parties, without prejudice to Angevo's own liabilities, in particular in the cases provided for in Article 13.
Angevo is responsible for the services for which it is itself responsible as operator of the Platform. It is not a party to the contract for the Service concluded between the Customer and the Provider and is not liable for the physical performance of the Services.
The Provider is liable towards Angevo only for the sums for which they are legally responsible, namely those corresponding to (i) a refund or chargeback relating to a Service attributable to them, and (ii) the amounts Angevo is required to pay to a Customer or third party because of a fault, breach or damage attributable to the Provider and duly established. These sums are recovered within the limits and in accordance with the cap provided for in the Commercial Terms. This provision creates no liability beyond this and applies without prejudice to the Provider's insurance cover.
Angevo cannot be held liable for loss of income, the absence or variation in the volume of Assignments, the conduct of Customers, or the consequences of temporary unavailability of the Platform.
Damage covered. Angevo is liable to the Provider for direct and foreseeable damage resulting from a proven breach of its own obligations. To the extent permitted by law, it is not liable for indirect or purely commercial damage, such as loss of profit, loss of opportunity, loss of clientele or any other indirect commercial loss.
Cap. Angevo's liability towards the Provider, for all harmful events occurring during the same period of twelve (12) months, is limited, cumulatively, to the higher of the following two amounts:
This cap applies globally to that period and not separately to each incident.
Sums and situations outside the cap. The cap does not apply:
No provision of these Provider Terms of Use excludes or limits the liability of a party in cases where the law prohibits it, in particular in the event of fraud, gross negligence or harm to life or physical integrity.
The Provider shall not solicit, canvass, divert or directly accept, outside the Platform, a Customer whom they met through Angevo, for services within Angevo's scope of services, with the aim of circumventing the Platform, its rules, its booking system or its financial terms.
This obligation applies for the duration of the relationship and for twelve (12) months after its end. It is strictly limited to Customers met through Angevo and to services within Angevo's scope of services.
It does not prevent the Provider from developing their own independent clientele, from working for other companies, platforms or principals, or from carrying on their activity outside Angevo.
Angevo may make available to the Provider, via their area, links, offers, benefits or access to third-party suppliers offering products, accessories, tools or services useful to their activity. Such access takes in particular the form of a link to the supplier's online shop. Mere access to this link does not entail any transmission of data by Angevo to the supplier.
These purchases and commercial relationships are concluded directly with the third-party suppliers concerned, under their own general terms, prices and privacy policy. Angevo is not a party to the sale, delivery, after-sales service or applicable warranties.
Where the Provider asks Angevo to facilitate the opening of a professional account with such a supplier, Angevo may transmit to the supplier only the information necessary for that opening, namely the name of their company, their address, their VAT number and a contact person. This transmission does not entail any commitment by Angevo as to the terms granted by the supplier.
Angevo acts, where applicable, as a business introducer or affiliate partner and may receive remuneration from the third-party supplier. This remuneration does not constitute a deduction made from the Provider.
The quality of the Services performed, the ratings left by Customers, operational feedback, reported incidents and compliance with deadlines may be taken into account by Angevo for quality monitoring and, where these criteria are applied, under the conditions of Article 9.
The Provider may request communication of the ratings and feedback concerning them by writing to contact@angevo.com. They may challenge, under the procedure of Article 25 ter, a rating that is manifestly abusive, false or unrelated to the Service concerned. The refusal of Assignments is not part of any of these assessments.
Angevo may restrict, suspend, deactivate or delist, temporarily or permanently, the Provider's access to the Platform, in particular in the event of:
The refusal of Assignments can in no case form the basis of such a measure, either directly or through the ground of inaccuracy of the declared availability.
Any measure of restriction, suspension, delisting or termination affecting the Provider's access to the Platform, whether temporary or permanent, is validated by an authorised person at Angevo before taking effect, in accordance with Article 25 bis.
Any decision to restrict or suspend is the subject of a statement of reasons, provided to the Provider on a durable medium before the measure takes effect or at the time it takes effect. The statement of reasons sets out the specific facts or circumstances that led to the decision, as well as the applicable ground among those listed in Article 24.
Where Angevo decides to terminate all of its services in respect of a Provider, the statement of reasons is provided to them on a durable medium at least thirty (30) days before it takes effect, in accordance with Article 32.
These notice and prior statement-of-reasons periods do not apply where Angevo is subject to a contrary legal or regulatory obligation, in the event of fraud or serious breach, or where the safety of persons so requires; in that case, the statement of reasons is provided without undue delay. Urgency does not dispense with the human validation provided for in Article 25 bis.
The Provider may, in all cases, clarify the facts and circumstances, submit their observations and challenge the measure under the procedure of Article 25 ter.
Where it appears that the measure was based on an error, it is lifted without delay and the Provider's access is restored to its previous state. Sums due for Services duly performed before the measure continue to be handled in accordance with the Commercial Terms.
An automated system may detect an anomaly, flag a risk, recommend a measure or trigger a check concerning the Provider. It does not decide on its own on a reduction, suspension or removal of the Provider's access to the Platform.
Any restriction, suspension, delisting or termination affecting the Provider's access to the Platform, whether temporary or permanent, is validated by an authorised person at Angevo before taking effect. This requirement also applies where the measure is taken urgently.
Purely financial withholdings or blocks pending verification are governed by Articles 10 and 11 of the Commercial Terms, which provide for informing the Provider, the possibility of submitting observations and the right to a review.
For any significant decision taken or strongly influenced by an automated system, the Provider may obtain an explanation of the reasons for the decision and request that it be reviewed by an authorised person at Angevo, under the procedure of Article 25 ter. Where the review reveals an error, the decision is withdrawn and its effects lifted in accordance with Article 25.
The provisions of this Article constitute a contractual commitment of Angevo towards the Provider.
Angevo makes available to the Provider a free complaint and challenge procedure.
The Provider sends their complaint by e-mail to contact@angevo.com, preferably with the subject line “Provider Complaint”.
This procedure allows the Provider in particular to challenge:
Angevo acknowledges receipt of the complaint within two (2) working days and provides a reasoned response within fourteen (14) calendar days of its receipt.
Where the actual complexity of the case justifies it, this period may be extended once, provided that Angevo informs the Provider before the initial period expires. The total processing time may in no case exceed thirty (30) calendar days from receipt of the complaint.
Urgent situations, in particular those concerning safety, access to the Platform, account suspension or a significant financial block, are dealt with as a priority, as quickly as possible, without waiting for these maximum periods to expire.
Use of this procedure is without prejudice to the amicable dispute resolution procedure provided for in Article 33 and to the remedies provided for by law.
Information relating to Customers, Assignments, places of intervention and any data accessible to the Provider via the Platform may only be used to the extent strictly necessary for the performance of the accepted Services.
The Provider processes such data confidentially, in compliance with the applicable data protection regulations, without diverting them from their purpose, without exploiting them for unauthorised personal, commercial or competing purposes, and without retaining them longer than necessary.
During the first configuration of their area, the app asks the Provider for access to the location of their device, in order to determine their position and configure their area of activity. The exact GPS coordinates obtained on that occasion are not retained.
The Provider may then withdraw this permission in their device settings, without this preventing normal use of the app. Angevo does not permanently track the Provider's position or movements.
In connection with access to and use of the Platform, Angevo collects and processes certain personal data relating to the Provider: identification, contact details, professional, administrative, banking and operational information. The arrangements for such processing and the Provider's rights are set out in the Privacy Policy.
The Provider is informed that Angevo may be required to collect and transmit to the competent authorities certain information concerning them, in particular their identification data and the income generated via the Platform, pursuant to the legal obligations applicable to digital platforms, in particular regarding tax reporting. The Provider undertakes to provide the information necessary for this purpose.
In connection with their activity on the Platform, the Provider may access, via their area or through the statements, accounts and financial documents provided for in the Commercial Terms, the following categories of data:
The ratings and feedback concerning them are not accessible in their area; the Provider may obtain communication of them on request addressed to contact@angevo.com, under the conditions of Article 23.
Angevo does not communicate to the Provider any data relating to other Providers, nor any Customer data exceeding what is necessary for the performance of their own Assignments.
After the end of the relationship, the Provider's normal access to their area ceases.
For twelve (12) months from the end of the relationship, the Provider may request from Angevo, free of charge, communication of their own financial data and of the information relating to the Assignments they performed, where necessary for their accounting, tax, evidential or legal obligations.
This twelve (12) month period corresponds to the simplified contractual right of request granted to the Provider. It does not set the period for which Angevo retains the data, which is governed by the applicable regulations and the Privacy Policy.
All intellectual property rights relating to the Platform, the Provider Area and its content, tools, interfaces, documents, texts, visuals, trademarks, logos, methods and protocols belong to Angevo or to its partners and rights holders. The Provider shall refrain from any unauthorised reproduction, extraction, reuse, adaptation, distribution or exploitation of these elements.
Angevo endeavours to ensure the proper functioning and accessibility of the Provider Area, without guaranteeing continuous, uninterrupted or error-free availability, in particular in the event of maintenance, updates, technical incidents or circumstances beyond its control.
Communications relating to the Provider's activity on the Platform, in particular Assignment offers, confirmations, reminders, alerts, administrative information and technical notifications, are sent electronically or via the Provider Area.
Important communications relating to the relationship, in particular admission, restriction, suspension, delisting, termination, notices and amendments of these Provider Terms of Use, may validly be sent to the professional contact details provided by the Provider, in particular their professional e-mail address. The Provider keeps these contact details accurate and up to date.
These Provider Terms of Use apply to the Provider throughout their registration and activity on the Platform.
The Provider may stop using the Platform and request the closure of their account at any time, subject to the proper performance of Assignments already accepted and the settlement of pending matters.
Angevo may terminate the relationship by giving thirty (30) days' written notice, accompanied by the statement of reasons provided for in Article 25.
Cases of fraud, serious breach, legal obligation or a situation justifying immediate suspension or termination are dealt with in accordance with Articles 24, 25 and 25 bis, without notice.
Sums due for Services duly performed before the end of the relationship remain payable and are handled in accordance with the Commercial Terms. Articles 21 and 28 bis survive the end of the relationship within the limits they set.
In the event of a dispute between Angevo and the Provider relating to the interpretation, performance or termination of their relationship, the parties undertake to seek an amicable solution as a priority before any legal action. The party wishing to raise a dispute informs the other in writing; the parties then have thirty (30) days to try to find a solution. If no agreement is reached within that period, each party regains its freedom to act. This procedure does not apply in cases of urgency, protective measures or contrary mandatory provisions.
Angevo may amend these Provider Terms of Use for a legitimate and proportionate reason, in particular to take account of changes to the Platform, the services offered or technical, commercial, operational, security, regulatory or legal requirements.
Any substantial amendment is communicated to the Provider on a durable medium, subject to a minimum notice period of:
A notice period of more than forty-five (45) days is granted where that period is objectively insufficient to enable the Provider to make the required adjustment.
An amendment imposed by a legal or regulatory obligation or for reasons of security, fraud prevention or compliance may take effect more quickly.
A Provider who does not accept the new terms may stop using the Platform and close their account before they take effect, without notice and without any adverse consequence.
The new terms do not apply retroactively to Assignments already accepted or to Services already performed, save where a mandatory legal or regulatory obligation applies.
Neither party can be held liable for any delay, impossibility of performance or malfunction resulting from a case of force majeure or any event reasonably beyond its control, in particular natural disasters, major weather events, fires, widespread outages, network interruptions, strikes, administrative decisions or civil unrest.
Computer records, electronic exchanges, validations, acceptances and refusals of Assignments, activity histories, messages, documents transmitted, operational information and any data stored by Angevo's systems or exchanged via the Provider Area may be used as evidence in relations between Angevo and the Provider, subject to the applicable mandatory rules.
These Provider Terms of Use are made available in the languages offered by the Platform. The language version presented to and accepted by the Provider constitutes the version applicable to their relationship with Angevo. Angevo retains the identifier of the accepted version and the language of acceptance.
If any provision of these Provider Terms of Use is declared null, invalid or unenforceable, the other provisions shall remain in full force and effect. The parties shall endeavour to replace the provision concerned with a valid provision having an equivalent economic effect.
These Provider Terms of Use are governed by Belgian law. Any dispute relating to their validity, interpretation or performance falls within the jurisdiction of the competent courts of the judicial district of Brussels, subject to any applicable mandatory rule of jurisdiction.
