Preamble
These Terms of Sale ("ToS") set out the financial, commercial and operational arrangements applicable to bookings of services made via the Angevo digital platform ("the Platform") by any Customer acting as a consumer ("the Customer").
They supplement the General Terms of Use ("GTU") of the Platform and together with them form the contractual framework applicable to the relationship between the Customer and Angevo BV ("Angevo") for any booking of a service. The GTU and these Terms of Sale are interpreted in a complementary manner; in any event, the mandatory provisions protecting the consumer prevail. The terms defined in the GTU retain the same meaning herein.
Validation of a booking implies full and unreserved acceptance of these Terms of Sale.
Article 1. Angevo's role in the transaction
These Terms of Sale govern the relationship between the Customer and Angevo as regards booking, payment, cancellation, postponement, commercial benefits and any refunds.
Angevo acts as an intermediation platform and does not itself perform the service, which is provided by an independent Service Provider. For payment purposes, Angevo collects the price of the service through an approved payment service provider, deducts the agreed commission and pays the balance out to the Service Provider in accordance with the applicable arrangements.
Article 2. Price, taxes and display
The applicable price is the one displayed on the Platform at the time of booking, before final validation by the Customer. The Customer thus becomes aware, prior to payment, of the total amount due, subject to the possible application of a promotional code, a credit or another expressly accepted commercial benefit.
Unless expressly stated otherwise, prices are indicated in euros and inclusive of all taxes (incl. VAT). Any applicable tax, VAT or contribution is included or stated in accordance with the regulation in force. Except in the case of a manifest error, the amount displayed and validated at the time of booking is authoritative.
Article 3. Time of payment and confirmation of the booking
The Customer makes full payment at the time of validation of their booking. The payment is processed immediately through the payment service provider used by Angevo.
A booking is validly registered only subject to the proper receipt and validation of the payment. In the event of failure, refusal, absence of validation or cancellation of the payment, the booking is not confirmed; Angevo may suspend, refuse or cancel it as long as the payment has not been validly received.
Article 4. Payment service provider and securing of funds
Payments made via the Platform are processed by Stripe or by any other approved third-party payment service provider designated by Angevo. Angevo does not itself collect or store the Customer's sensitive bank data beyond what is strictly necessary for the functioning of the service.
The amounts corresponding to a service may be held securely, through the payment provider, until the proper performance of the service and the expiry of the declaration period provided for in the GTU, before being paid out to the Service Provider. This mechanism is intended to allow the handling of any complaint or refund.
Certain payment operations may be subject to the conditions, controls and validations specific to the payment provider concerned.
Article 5. Discrepancy between the booking and the situation observed on site
The price paid corresponds to the service as described, selected and validated by the Customer at the time of booking.
Where the situation observed on site differs significantly from the information provided and this difference has a real impact on the nature, extent, duration or conditions of performance of the service, the Customer is informed as soon as possible. Any adaptation entailing a change in price is brought to their attention and is subject to express validation before performance; no surcharge may be invoiced without their prior agreement.
Failing agreement, the service may, depending on the circumstances and where reasonably possible, be limited to the scope initially booked, rescheduled or cancelled, the refund rules herein applying where relevant.
Article 6. Cancellation or postponement by the Customer
The Customer may cancel their booking or request its postponement free of charge up to twenty-four (24) hours before the scheduled time of the intervention. In that case, Angevo favours a postponement proposal; if the Customer refuses any reasonable postponement proposal, a full refund is granted.
In the event of cancellation or a postponement request less than twenty-four (24) hours before the intervention, the Service Provider being mobilised, the amount paid remains due. The Customer may nevertheless, rather than losing the benefit of their payment, obtain the rescheduling of the service already paid for, subject to availability, in return for a fixed organisation and travel fee of thirty-five euros (€35 incl. VAT).
Article 7. Cancellation or postponement on Angevo's or the Service Provider's initiative
Angevo may, directly or through the Service Provider concerned, postpone, reassign or cancel a booking where performance of the service is not reasonably possible under the conditions provided, in particular in the event of unavailability, unforeseen circumstances, operational constraint, safety, unfavourable weather conditions, impossible access or any other legitimate circumstance.
In that case, Angevo favours a rescheduling or a reasonable alternative solution. Failing a satisfactory solution within a reasonable time, the Customer is granted, depending on the circumstances, a full refund, a credit or an equivalent benefit. No fee is charged to the Customer where the cancellation or postponement is due to Angevo or the Service Provider.
Article 8. Customer's absence or access not provided
In the event of the Customer's absence at the appointment, the lack of access where it was necessary, or an impossibility of intervention attributable to the Customer, the service is deemed unable to be carried out due to the Customer and the amount paid remains due.
The Customer may obtain the rescheduling of the service already paid for, subject to availability, in return for a fixed organisation and travel fee of thirty-five euros (€35 incl. VAT).
Article 9. Right of withdrawal
The consumer Customer in principle benefits from the right to withdraw from a contract concluded at a distance within a period of fourteen (14) days from the conclusion of the contract, without having to give reasons for their decision.
To exercise this right, the Customer notifies their decision to Angevo by an unambiguous statement, via the Platform's support or in writing to Angevo's contact address. They may, without obligation, use the model withdrawal form made available to them.
Where the Customer requests performance of the service before the expiry of the withdrawal period: (i) they expressly request such early performance; (ii) if the service is not yet fully performed when they withdraw, they are required to pay an amount proportionate to what has already been provided to them; (iii) they lose their right of withdrawal once the service has been fully performed, which they acknowledge at the time of booking.
In the event of a validly exercised withdrawal, Angevo refunds the amounts due by the same means of payment as that used by the Customer, at the latest within fourteen (14) days following receipt of the withdrawal decision, subject, where applicable, to the proportionate amount referred to above.
In the event of a contradiction between the exercise of the right of withdrawal provided for in this article and the cancellation or postponement rules provided for in Articles 6 and 8, the provisions of this article prevail where the Customer validly exercises their right of withdrawal. The fees provided for in Articles 6 and 8 do not apply to the extent that they would be incompatible with the right of withdrawal thus lawfully exercised.
Article 10. Touch-up guarantee
In accordance with the GTU, if the Customer considers that the result of a service shows a manifest quality defect, they may request a new corrective intervention (touch-up) at no additional cost, under the conditions and within the periods provided for in the GTU. The touch-up guarantee is a commercial guarantee that is in addition to, without limiting, the Customer's legal rights, in particular the legal guarantee of conformity.
Article 11. Complaints, disputes and periods
Any complaint or dispute relating to a payment, fees applied, or the use of a credit, a credit voucher or a promotional code is addressed as a priority to Angevo within a period of thirty (30) days from the event concerned.
Any complaint relating to a quality defect or damage linked to the performance of a service is declared within the periods provided for in the GTU, namely seventy-two (72) hours for an apparent defect or damage and seven (7) days for a non-apparent defect or damage from its discovery, via the Platform or Angevo's support.
These periods are intended to facilitate the handling of requests and the preservation of evidence; they do not deprive the Customer of the rights granted by law, which remain applicable within their own periods. Angevo examines the request and coordinates, if necessary, its handling with the Service Provider concerned or any third party involved.
Article 12. Methods of refund, credits and compensation
Where a restitution, compensation or commercial measure is owed to the Customer, Angevo favours the rescheduling of the service. Failing a reasonable rescheduling, Angevo may grant a credit, a promotional code or another commercial benefit usable later on the Platform, or make a refund where the circumstances justify it or the law requires it.
Where the Customer has a legal right to a refund, in particular in the event of a validly exercised withdrawal or a cancellation due to Angevo or the Service Provider, a refund in money cannot be imposed on them solely in the form of a credit.
Article 13. Processing times for a refund, a credit or compensation
Where a refund, a credit or any other compensation is granted to the Customer in accordance with these terms, its processing takes place according to the following arrangements:
- for a credit, a credit voucher, a code or a credit on the Platform: within a maximum period of three (3) business days from the validation of the measure by Angevo;
- for a refund via the means of payment used by the Customer, in particular bank card via Stripe: within a maximum period of ten (10) business days from the validation of the measure by Angevo, subject to the periods specific to the payment provider or the banking institution, and without prejudice to the legal period of fourteen (14) days applicable in the event of withdrawal.
Article 14. No automatic refund outside the cases provided for
Outside the cases expressly provided for by these Terms of Sale or by law, the Customer cannot claim any automatic refund, total or partial, of the amount paid at the time of booking.
Any request for a refund, credit, postponement or compensation is examined according to the rules applicable to the situation concerned and according to the arrangements provided by Angevo. This provision does not affect the Customer's mandatory legal rights.
Article 15. Credits, credit balances, gift vouchers and codes — duration and conditions
Unless expressly stated otherwise, any credit, credit balance, gift voucher or commercial benefit granted by Angevo is valid for a period of two (2) years from its date of issue.
Credits or credit balances may be used in one or more instalments, until the available amount is exhausted. Promotional codes are not cumulative with each other, unless expressly stated otherwise. A credit or credit balance may, unless otherwise indicated, be used together with a promotional code.
Credits, credit balances, gift vouchers and promotional codes are personal, non-transferable, non-exchangeable for money and non-refundable. By way of derogation, credit vouchers financed by a professional customer and made available to their own customers are valid for a period of one (1) year from their date of issue, unless expressly stated otherwise.
Article 16. Credit vouchers made available by professional customers
Angevo may allow certain professional customers to purchase and make available to their own customers fixed-value credit vouchers, usable on the Platform under the conditions defined by Angevo.
These credit vouchers are paid in advance by the professional customer and may be activated or used by means of a code communicated to the beneficiary. They allow all or part of a given amount to be allocated to one or more eligible bookings, until the available balance is exhausted.
Unless expressly stated otherwise, these credit vouchers are valid for a period of one (1) year from their date of issue. They are non-refundable, non-exchangeable for money and can only be used through the services and arrangements provided by Angevo.
Article 17. Order of allocation between credit voucher, promotional code and remaining payment
Where a Customer benefits from an applicable credit voucher, credit or promotional code, the corresponding amount is allocated as a priority to the total price of the booking. If the available amount is lower than the price of the service, the remaining balance due must be paid by the Customer according to the applicable arrangements.
Regarding promotional codes: each code is valid for a single use and is entirely consumed upon its application, regardless of the amount actually deducted; no residual balance is retained.
Regarding credit vouchers and customer credits: pending the roll-out of a customer wallet system, credit vouchers are issued for an amount adapted to the services available on the Platform. The Customer is invited to use their credit voucher on a service of an equivalent or higher amount. Failing that, and upon request addressed to Angevo, the unused balance may be maintained in the form of a personal credit valid for twelve (12) months.
Article 18. Invoicing
Any booking made via the Platform may give rise to the issuance of a supporting document, a payment confirmation, an invoice or any equivalent document, depending on the nature of the operation and the applicable arrangements. The documents relating to payment, any fees, credit vouchers or commercial benefits may be issued by Angevo or by the entity concerned, as the case may be.
Article 19. Fraud, abuse or improper use of commercial benefits
Angevo reserves the right to refuse, suspend, cancel or deactivate any credit, credit voucher, credit balance, promotional code, commercial benefit, booking or transaction in the event of fraud, attempted fraud, abusive, improper use or use contrary to these Terms of Sale, to the Platform's rules or to applicable laws, without prejudice to any other measure or remedy.
Article 20. Payment dispute and chargeback
In the event of a payment dispute, the Customer contacts Angevo support first in order to seek an amicable solution, before initiating any chargeback procedure with their bank or card issuer. Resorting to a chargeback for a service duly booked and fully performed, in the absence of a prior complaint or legitimate reason, is considered abusive use. This provision does not affect the Customer's legal rights or their ability to contact their bank.
Article 21. Modification of the Terms of Sale
Angevo reserves the right to modify these Terms of Sale at any time, in particular to take account of the evolution of the Platform, of the services offered, of the payment arrangements, or of technical, commercial, operational or legal requirements.
In the event of a substantial modification, users are informed with a minimum notice of fifteen (15) days before the entry into force of the new terms, unless a faster modification is required for legal, regulatory, security or compliance reasons. In the event of disagreement, the Customer may cease using the Platform before the entry into force of the new terms, without this affecting bookings already in progress.
Article 22. Consumer mediation
In the event of a dispute with Angevo, the consumer Customer is invited to seek an amicable solution as a priority by contacting Angevo's customer service. Failing an amicable solution, the Customer may use free of charge the Consumer Mediation Service:
- Address: North Gate II, Boulevard du Roi Albert II 8 box 1, 1000 Brussels
- Telephone: +32 2 702 52 20
- E-mail: contact@consumerombudsman.be
- Website: consumerombudsman.be
Recourse to mediation is optional and does not deprive the Customer of any judicial remedy.
Article 23. Language
These Terms of Sale are originally drafted in French. Angevo makes available, depending on the zones served, a version in Dutch. In the event of divergence between the language versions, the French version prevails, subject to the applicable mandatory rules on consumer protection.
Article 24. Applicable law and competent jurisdiction
These Terms of Sale are governed by Belgian law.
In the event of a dispute relating to their interpretation, validity, performance or to any operation carried out via the Platform, the parties endeavour to seek an amicable solution, where appropriate through mediation (Article 22). Failing that, the Belgian courts have jurisdiction, subject to the mandatory rules protecting the consumer, in particular those allowing them to bring the matter before the court of their domicile.
