General Terms of Use — Customer Area

Preamble

These General Terms of Use ("GTU") govern access to and use of the Angevo digital platform ("the Platform") by any user acting as a consumer customer ("the Customer"). They constitute a legally binding agreement between the Customer and Angevo BV, a company incorporated under Belgian law with its registered office in Zaventem, Belgium ("Angevo").

Angevo is a digital platform that connects customers with independent service providers ("Service Providers") for the cleaning of windows, the renovating treatment of aluminium and PVC window frame profiles, as well as the shampoo washing of wooden window frame profiles.

These GTU apply to Customers acting as consumers within the meaning of the Belgian Code of Economic Law. Services intended for professional customers are, where applicable, subject to separate terms.

Use of the Platform implies full and unreserved acceptance of these GTU. Any Customer who does not accept these terms is invited not to use the Platform.

Article 1. Definitions

For the purposes of these GTU, the terms below have the following meaning:

• "Angevo" / "Platform": the digital solution (application and/or website) published by Angevo BV, enabling the connection, booking, organisation and payment of the Services.
• "Customer": any natural person aged at least eighteen (18) acting for purposes that fall outside their commercial, industrial, craft or professional activity.
• "Service Provider": an independent professional listed on the Platform who performs the Services.
• "Service": the window-cleaning, profile-renovating-treatment or shampoo-washing service booked via the Platform.
• "Booking": the order of a Service for a specified time slot.
• "Terms of Sale": the terms applicable to the sale of the Services, complementary to these GTU and accessible via the Platform.
• "PSP": the approved third-party payment service provider responsible for the secure processing of payments.

Article 2. Angevo's role and capacity

Angevo acts as a digital platform connecting Customers and independent Service Providers. Angevo does not itself perform the Services on site and is not the provider of the booked cleaning, treatment or washing service.

Angevo provides the booking interface, the framework for using the Platform, the tools needed to organise the service, the secure payment system, as well as a support and complaint-handling service.

For payment purposes, Angevo collects the price of the Services through an approved PSP and pays it out to the Service Provider in accordance with the terms set out herein and in the Terms of Sale. The Service contract is concluded between the Customer and the Service Provider; Angevo nevertheless assumes the obligations and responsibilities incumbent upon it, under the conditions set out herein, in its capacity as operator of the Platform and collector of payments.

Article 3. Access to the platform and account creation

Use of Angevo's services requires the creation and maintenance of an active user account. The Customer undertakes to provide accurate, complete and up-to-date information when creating their account and to keep it up to date.

Access to the Platform is reserved for natural persons aged at least eighteen (18). Any use by a minor is strictly prohibited.

Article 4. Geographic area of operation

Angevo's services are offered within Belgian territory, subject to availability depending on the zones actually covered by the Platform and its partner Service Providers. Geographic coverage is liable to change.

Article 5. Description of the services

The services offered via the Angevo Platform currently concern:

• the cleaning of glazed surfaces;
• the renovating treatment of aluminium and PVC window frame profiles;
• the shampoo washing of wooden window frame profiles, without renovating treatment.

Items concerned. The items that may be the subject of a service include in particular: windows, entrance doors, garage doors, balconies and railings in aluminium or wrought iron where they relate to the glazed environment or the frames, verandas, glazed pergolas, as well as mirrors, in particular bathroom mirrors.

Exclusions. Not included in the services, unless expressly stated otherwise in the offer or in the application: repairs, painting, the replacement of components, technical works unrelated to the planned cleaning or treatment, as well as services not yet integrated into the Platform, such as the cleaning of solar panels or cornices.

For wooden components, the service is limited to shampoo washing. No renovating treatment is offered for wood at this stage.

Article 6. Booking process

The Customer books directly via the Platform, selects an available time slot, views the applicable price and proceeds to secure payment.

The displayed price is determined on the basis of the information provided by the Customer at the time of Booking, in particular the type and number of items to be treated, the nature of the surfaces and the access conditions. The Customer undertakes to provide accurate and complete information. The consequences of any discrepancy between this information and the situation observed on site are governed by Article 8.

The Booking concerns a service scheduled for a given time slot, and not the absolute guarantee of a specific Service Provider. The assignment is allocated and confirmed in accordance with Angevo's rules. If no reasonable solution can be found, rescheduling or a refund may be considered in accordance with the rules set out in the Terms of Sale.

Article 7. Assignment of the service provider

The Platform operates on a hybrid basis. Depending on the case, the Customer may express a preference or receive a proposal, but Angevo retains control over the final assignment of the task in order to ensure the availability, quality and safety of the service.

Angevo may reassign or replace a Service Provider for an objective reason, in particular in the event of unavailability, unforeseen circumstances, operational constraints or insufficient service quality. Such reassignment affects neither the essential characteristics nor the price of the booked Service.

A Customer may request to be served again by a Service Provider with whom they have already carried out a Service, subject to availability. This new Service must be booked and performed via the Platform.

Article 8. Price, discrepancy and possible surcharge

Where the situation observed on site differs significantly from the information communicated by the Customer (for example a higher number of items, a larger surface area, or unannounced access or height conditions), the Service Provider and/or Angevo may propose to the Customer a price adjustment corresponding to the Service actually required.

The Customer is informed of this adjustment before the Service continues and may accept or refuse it. No surcharge may be invoiced without the Customer's prior agreement. In the event of refusal, the Service may, where reasonably possible, be limited to the scope initially booked, postponed or cancelled. The financial consequences of such a situation are specified in the Terms of Sale.

Article 9. Payment, collection and invoicing

Payment for the Services is made via the Platform, at the time of Booking, through an approved PSP. Unless otherwise stated, the price is collected at the time of Booking.

The amounts corresponding to a Service may be securely held until the proper performance of the Service and the expiry of the declaration period provided for in Article 19, before being paid out to the Service Provider. This mechanism is intended to allow the handling of any complaint or refund.

The rules relating to failed payments, invoicing, refunds and, where applicable, applicable fees are specified in the Terms of Sale. An invoice or receipt is made available to the Customer via the Platform.

In the event of a payment dispute, the Customer undertakes to contact Angevo support first (Article 22) 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 within the meaning of Article 24. This provision does not affect the Customer's legal rights or their ability to contact their bank.

Article 10. Right of withdrawal and early performance

In accordance with the Code of Economic Law, the consumer Customer in principle has a period of fourteen (14) days to withdraw from a distance contract, without having to give reasons.

However, where the Customer requests performance of the Service before the expiry of this period, they are expressly informed, at the time of Booking, that by requesting such early performance: (i) they consent to the Service beginning before the end of the withdrawal period, and (ii) they lose their right of withdrawal once the Service has been fully performed.

If the Service has not yet been fully performed at the time the Customer exercises their right of withdrawal, they may be required to pay an amount proportionate to what has already been provided to them.

The right of withdrawal can no longer be exercised where the Service has been fully performed with the Customer's prior express consent and their acknowledgement that they thereby lose their right of withdrawal.

The practical arrangements for exercising the right of withdrawal (model form, address and refund periods) are specified in the Terms of Sale and during the Booking process.

Article 11. Cancellation, postponement and absence

The arrangements for cancelling, postponing or modifying a Booking are governed by the Terms of Sale. Depending on the circumstances and the notice period, a Booking may be maintained, postponed, reassigned, cancelled or refunded.

In the event of late cancellation by the Customer, or of absence making the Service impossible where access or presence was necessary (Article 14), fees may be withheld within the limits and conditions provided for in the Terms of Sale.

In the event of cancellation or impediment attributable to the Service Provider or to Angevo, the Customer is offered, as the case may be, rescheduling, reassignment to another Service Provider or a refund of the corresponding amounts.

Article 12. Touch-up guarantee

Angevo intends to guarantee the quality of the Services carried out via the Platform. 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, provided they make the request within the period provided for in Article 19 and allow access under conditions equivalent to those of the initial Service.

The touch-up is carried out within a reasonable period, by the same Service Provider or by another Service Provider designated by Angevo. It is assessed against the result normally expected of the booked Service and does not apply to damage occurring after the intervention and unrelated to it (for example new soiling or subsequent weather conditions).

This commercial guarantee is in addition to the Customer's legal rights, without limiting them.

Article 13. Access to the place of intervention

The Customer undertakes to provide accurate and useful information regarding the place of intervention, access points, any constraints and any circumstance likely to affect the Service.

Unless the booked Service expressly provides for an intervention without interior access, the Customer guarantees normal, reasonable and safe access to the areas concerned by the task.

Certain Services may be booked in exterior-only mode, without the need for access to the property. In that case, the Customer authorises the Service Provider's intervention under the conditions provided for at the time of Booking, for the areas covered by this type of Service only.

If access is impossible, insufficient, not in accordance with the Booking, or if the intervention conditions present a serious risk or obstacle, the Service may be refused, adapted, postponed or interrupted depending on the circumstances.

Article 14. Customer's presence, absence and provision of access

Depending on the type of Service booked, the Customer's presence, the provision of access or prior authorisation to intervene may be required.

Where the Booking provides for an intervention without the Customer's presence, in particular for certain exterior services, the Customer expressly authorises the intervention under the conditions indicated at the time of the order.

Where the Service requires the handing over of keys, access codes or any other means of access, these are entrusted to the Service Provider for the sole purposes of the Service and are returned to them upon its completion. The Customer takes care to entrust only the strictly necessary access.

In the event of the Customer's absence, of a lack of access where it was necessary, or of a discrepancy between the announced conditions and the reality on site, the Service may be postponed, adapted, interrupted or handled in accordance with the applicable rules of the Platform.

Article 15. Safety conditions and refusal of intervention

The Service Provider may refuse, interrupt or adapt an intervention if the safety conditions are not met or if the task cannot reasonably be carried out under normal conditions. The following situations are in particular concerned:

• dangerous or unstable access;
• height or difficulty not anticipated at the time of Booking;
• unfavourable weather conditions;
• the presence of an obstacle or of an environment presenting a risk;
• the absence of minimum safety conditions;
• behaviour of the Customer compromising the proper performance of the task.

Angevo may support, validate or organise the consequences of such a decision in the interest of safety, service quality and the proper functioning of the Platform.

Article 16. Equipment, products and working methods

Service Providers in principle use their own equipment, their own tools, products and working methods, under their professional responsibility, provided that these are compatible with the quality expected of the service offered via the Platform.

However, where a Service includes a renovating treatment of aluminium or PVC profiles, the Service Provider is required to use the product or protocol specifically required by Angevo for this type of service. Acceptance of such a task implies compliance with this requirement.

Article 17. Documentation of the condition report

In order to ensure the follow-up of the task, service quality, the handling of any complaint and the establishment of evidence, a condition report of the surfaces and items concerned is documented before the start of the Service, in particular by means of photographs, and may also be documented during and after the intervention.

This prior documentation is carried out systematically where materially possible. In the absence of an adversarial condition report or a documented reservation before the start of the Service, the objective elements collected by the Service Provider and/or Angevo are authoritative between the parties, without prejudice to evidence to the contrary.

The processing of the images and data thus collected is carried out in compliance with the applicable rules on the protection of personal data and privacy, in accordance with the Privacy Policy.

Article 18. Liability in the event of damage or defective service

The independent Service Provider is responsible for the proper performance of the Service and for any damage they may cause in the course of their intervention, including towards third parties. It is their responsibility to be covered by liability insurance appropriate to their activity.

Angevo acts as the first point of contact for the Customer to receive the complaint, coordinate the follow-up of the file and facilitate the search for a solution with the Service Provider concerned and, where applicable, their insurer.

Where damage results from the use of a product or protocol specifically imposed by Angevo (Article 16), this is taken into account in the handling of the complaint, without prejudice to the Service Provider's own liability regarding the conditions of application of that product or protocol.

The Customer reports any damage or defect under the conditions and within the periods provided for in Article 19, providing the useful elements (description, photographs).

Article 19. Period for declaring a dispute or complaint

In order to allow efficient handling of complaints and the preservation of evidence, the Customer is invited to report:

• any apparent defect of the Service or any visible damage, within seventy-two (72) hours following the performance of the Service;
• any non-apparent damage or defect, within seven (7) days following its discovery.

The declaration is made via the Platform or to Angevo support, to the exclusion of any direct contact with the Service Provider aimed at circumventing the Platform, and is accompanied by the useful elements (description, photographs, date).

These periods are intended to facilitate the amicable handling of complaints and the implementation of the touch-up guarantee (Article 12). They do not deprive the Customer of the rights granted by law, in particular under the legal guarantee of conformity (Article 20), which remain applicable within their own periods.

Article 20. Legal guarantee of conformity

Independently of the commercial touch-up guarantee provided for in Article 12, the consumer Customer benefits from the legal guarantees provided for by Belgian law, in particular the legal guarantee of conformity applicable to the Services. These rights may be exercised under the conditions and within the periods provided for by law, at no cost to the Customer where the law so provides.

Article 21. Limitation of Angevo's liability

Angevo is responsible for the proper provision of the services incumbent upon it in its own capacity as operator of the Platform (access to the Platform, booking process, collection and payout of payments, support). Angevo implements reasonable means to ensure a quality service.

As Angevo is not the provider of the Service performed on site, it is not responsible for its proper material performance, which is a matter for the Service Provider (Article 18), without prejudice to the obligations it assumes herein.

Within the limits permitted by law, Angevo's liability does not extend to damage resulting from inaccurate information provided by the Customer, from the Customer's failure to comply with their obligations (in particular regarding access and safety), from the act of a third party or from force majeure.

No provision of these GTU has the object or effect of excluding or limiting Angevo's liability in cases where such exclusion or limitation is prohibited by law, in particular in the event of fraud, gross negligence, or harm to life or physical integrity.

Article 22. Support and customer service

The Customer contacts Angevo as a priority for any question, difficulty, complaint or request related to the use of the Platform or to a Service booked through it. Angevo acts as the first point of contact and coordinates, if necessary, the handling of the file with the Service Provider concerned.

Article 23. Rating system and moderation of reviews

A review may only be submitted following a Service actually booked and paid for via the Platform. After each Service, the Customer and the Service Provider may rate each other by means of a rating system. The ratings may be taken into account by Angevo in the context of quality control, the monitoring of the user experience and, where applicable, the limitation or suspension of access to the Platform.

Angevo reserves the right to moderate, hide or remove any review, comment or rating that is manifestly abusive, false, misleading, insulting, defamatory, contrary to these GTU, to the Platform's rules, to public order or to applicable laws.

Prior to any removal of a review, the user concerned may, where possible and depending on the circumstances, be informed and invited to submit their observations.

Article 24. Prohibited uses and circumvention of the platform

It is prohibited to use the Platform in a fraudulent, abusive manner or contrary to its purpose. The following are in particular prohibited:

• the circumvention of the Platform and direct contact with a Service Provider with the aim of avoiding Angevo;
• soliciting, proposing or organising with a Service Provider met via Angevo a service outside the Platform, with the aim of circumventing Angevo's rules, booking system or financial conditions;
• false bookings and the provision of false information;
• abusive use of the service and any attempt at fraud;
• any behaviour that harms the safety, proper functioning or reputation of the Platform, its users or its Service Providers.

Any breach of these prohibitions may result in measures to limit, suspend or close the account, without prejudice to any other right or remedy of Angevo.

Article 25. Suspension or exclusion of a user

Angevo may suspend, limit, refuse or close a user account, temporarily or permanently, for an objective reason, in particular in the event of fraud, non-payment, false information, disrespectful, dangerous or abusive behaviour, harassment, abusive cancellations, circumvention of the Platform, unlawful use or harm to the safety, reputation or proper functioning of the Platform.

Except in cases of urgency, serious harm or legal obligation, the Customer is informed of the measure and its reason and may submit their observations. Amounts due in respect of Services duly performed before the measure remain handled in accordance herewith.

Article 26. Geolocation

Angevo may use the user's geolocation in order to facilitate booking, identify relevant or nearby Service Providers and improve the service experience. The user may also enter the address or place of intervention manually.

Article 27. Communications and notifications

Use of the Platform implies that the Customer may receive, by electronic means or via the application, communications related to the functioning of the service, to their bookings, to the performance of the Services, to confirmations, reminders, modifications, alerts, technical or administrative notifications, as well as any useful information relating to their account or to the use of the Platform.

Article 28. Personal data

In the context of the use of the Platform, Angevo collects and processes certain personal data concerning users. The arrangements for this collection and processing, as well as the rights of the persons concerned, are specified in the Privacy Policy accessible via the Platform.

Given the sensitivity of certain information (in particular the Customer's address and the intervention time slots), Angevo implements measures to limit access thereto to the purposes necessary for the performance of the Service.

Use of the Platform implies taking note of Angevo's Privacy Policy.

Article 29. Intellectual property

All intellectual property rights relating to the Angevo Platform, to its content, its interface, its texts, visuals, trademarks, logos, technical elements, software, databases and, more generally, to any element accessible via the Platform, belong to Angevo or to its partners and rights holders.

Any reproduction, representation, extraction, reuse, adaptation, distribution or exploitation, in whole or in part, without Angevo's prior written authorisation, is strictly prohibited.

Article 30. Evolution of the services

Angevo reserves the right to modify at any time the services offered via the Platform, their scope, their arrangements, the zones covered as well as the available features. This includes in particular the possibility of adding new services, modifying certain existing services, temporarily or permanently withdrawing certain offers, or adapting the functioning of the Platform according to operational, technical, commercial or regulatory needs.

Article 31. Modification of the General Terms of Use

Angevo reserves the right to modify these GTU at any time, in particular to take account of the evolution of the Platform, of the services offered, 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 with a substantial modification, the Customer may cease using the Platform and close their account before the entry into force of the new terms, without this affecting Bookings already in progress. Continued use of the Platform after the entry into force of the updated terms constitutes acceptance of the new GTU, subject to applicable mandatory rights.

Article 32. Technical unavailability and maintenance

Angevo endeavours to ensure the proper functioning and accessibility of the Platform, without guaranteeing continuous, uninterrupted or error-free availability. The Platform may be temporarily unavailable, slowed or limited, in particular in the event of maintenance, updates, a technical incident, a malfunction or intervention on the systems.

Article 33. Force majeure

Angevo cannot be held liable for a delay, an impossibility of performance or a malfunction resulting from a case of force majeure or from any event reasonably beyond its control, in particular natural disasters, major bad weather, fires, general outages, network interruptions, strikes, administrative decisions, civil unrest or any other unforeseeable and irresistible event.

Article 34. Digital accessibility

Angevo endeavours to make its Platform as accessible as reasonably possible and undertakes to progressively develop its interfaces and features, taking into account the applicable legal requirements, the relevant technical standards and users' needs in terms of digital accessibility.

Article 35. Electronic evidence

Computer records, electronic exchanges, confirmations, validations, activity logs, booking data, messages and, more generally, any information stored by Angevo's systems or transmitted via the Platform may be used as evidence in the context of relations with the user, subject to the applicable mandatory rules.

Article 36. Mediation and amicable dispute resolution

In the event of a complaint, the Customer contacts Angevo support as a priority (Article 22), which endeavours to provide an amicable solution.

Failing resolution, the consumer Customer may use free of charge the Consumer Mediation Service (Consumentenombudsdienst), Boulevard du Roi Albert II 8 box 1, 1000 Brussels, accessible via the website consumerombudsman.be. This service is competent for consumer disputes in Belgium and may be contacted in Dutch, French, German or English.

Recourse to mediation is optional and does not deprive the Customer of any judicial remedy.

Article 37. Language

These GTU 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 38. Partial invalidity

If any provision of these GTU is declared null, invalid or unenforceable by a competent authority, the remaining provisions retain their full effect.

Article 39. Applicable law and competent jurisdiction

These GTU are governed by Belgian law.

In the event of a dispute relating to the use of the Platform or to the Services, the parties endeavour to seek an amicable solution, where appropriate through mediation (Article 36). 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.