Algemene voorwaarden

Last updated: 22-07-2025

TABLE OF CONTENTS

  1. Definitions

  2. Identity of MONSOR

  3. Applicability

  4. The Offer

  5. The Agreement

  6. Right of Withdrawal

  7. Obligations of the Consumer During the Reflection Period

  8. Exercising the Right of Withdrawal and Related Costs

  9. Obligations of MONSOR Upon Withdrawal

  10. Exclusion of the Right of Withdrawal

  11. Pricing

  12. Performance of Agreement and Additional Warranty

  13. Delivery and Execution

  14. Long-Term Contracts: Duration, Termination, and Renewal

  15. Payment

  16. Complaints Procedure

  17. Disputes

  18. Additional or Deviating Provisions

ARTICLE 1 – DEFINITIONS
In these terms and conditions, the following definitions apply:

Additional Agreement means an agreement in which the consumer acquires products, digital content and/or services in connection with a distance contract, and these are provided by MONSOR or by a third party based on an arrangement between that third party and MONSOR.

Reflection Period means the period during which the consumer may exercise their right of withdrawal.

Consumer means the natural person not acting for purposes related to their trade, business, craft, or profession.

Day means calendar day.

Digital Content means data produced and delivered in digital form.

Long-Term Agreement means a contract for the regular delivery of goods, services, and/or digital content over a certain period.

Durable Data Carrier means any tool, including email, that enables the consumer or trader to store information in a way that allows for future use and unchanged reproduction.

Right of Withdrawal means the consumer’s right to cancel the distance contract within the reflection period.

Distance Contract means a contract concluded between MONSOR and the consumer as part of a remote sales system for products, digital content and/or services, using one or more remote communication methods.

Model Withdrawal Form means the European model form for withdrawal included in Annex I.

MONSOR means the legal entity defined in Article 2, offering products, access to digital content and/or services to consumers at a distance.

Means of Remote Communication means a method for concluding a contract without the consumer and MONSOR being in the same place at the same time.

ARTICLE 2 – IDENTITY OF MONSOR
Business name: MONSOR
Address: Jan Kooijmanlaan 5, 3161HC Rhoon, The Netherlands
Email: info@monsor.nl
Chamber of Commerce number: 74188615
VAT identification number: NL229836306B01

ARTICLE 3 – APPLICABILITY
These general terms and conditions apply to every offer from MONSOR and to every distance contract concluded between MONSOR and the consumer.
Before a contract is concluded, the consumer will be provided with the text of these terms. If that is not possible, MONSOR will explain how the terms can be viewed or requested free of charge.
If the contract is concluded electronically, MONSOR will make the terms available in such a way that the consumer can easily save them on a durable data carrier.
If additional conditions apply to specific products or services, the most favorable provision for the consumer will apply in case of conflict.

ARTICLE 4 – THE OFFER
If an offer is valid for a limited time or subject to conditions, this will be clearly stated.
The offer contains a complete and accurate description of the product, digital content, or service being offered. This description allows the consumer to properly assess the offer.

  • Images used by MONSOR are a truthful representation of the product.

  • Obvious mistakes or errors in the offer do not bind MONSOR.
    Each offer includes clear information on the consumer’s rights and obligations.

ARTICLE 5 – THE AGREEMENT
The agreement is concluded when the consumer accepts the offer and meets any conditions stated.
If the offer is accepted electronically, MONSOR will confirm receipt of acceptance as soon as possible. Until this confirmation is received, the consumer can cancel the contract.
After confirmation, the consumer may not cancel the agreement but may still use the right of withdrawal.
MONSOR will take appropriate measures to ensure secure online transactions.
MONSOR may check whether the consumer can meet their payment obligations and is allowed to refuse an order with reasons or attach conditions to its execution.
MONSOR will provide the following information with the delivery of the product, service, or digital content:

  • The address for complaints

  • Whether the right of withdrawal applies or is excluded

  • Information about warranties and service

  • The total price including taxes and delivery charges

  • The method of payment, delivery, and execution

  • The conditions for cancellation if the contract is long-term

  • The withdrawal form, if applicable
    If the contract is long-term, this information only needs to be provided once.

ARTICLE 6 – RIGHT OF WITHDRAWAL
The consumer has the right to cancel a product purchase within a minimum of 14 days without providing a reason. MONSOR may ask for a reason but may not require it.
The reflection period starts the day after the consumer or a third party (not the carrier) receives the product.

In the case of multiple products in one order: the reflection period starts when the last product is received.

In the case of delivery in several parts: the reflection period starts when the final part is received.

In the case of recurring deliveries: the reflection period starts when the first product is received.

For services and digital content not delivered on a physical medium, the consumer may also cancel within 14 days. The period starts the day after the agreement is concluded.

If MONSOR has not provided the consumer with the legally required information about the right of withdrawal, the reflection period is extended by 12 months. If MONSOR provides this information within that time, the reflection period ends 14 days after the consumer receives the information.

ARTICLE 7 – OBLIGATIONS OF THE CONSUMER DURING THE REFLECTION PERIOD
During the reflection period, the consumer must handle the product and packaging with care.
The consumer may only use the product as they would in a physical store.
If the consumer uses the product beyond what is necessary to determine its nature, characteristics, or functioning, they are responsible for any loss of value.
The consumer is not responsible for any loss of value if MONSOR did not provide the required information about the right of withdrawal.

ARTICLE 8 – EXERCISING THE RIGHT OF WITHDRAWAL AND RELATED COSTS
If the consumer exercises their right of withdrawal, they must notify MONSOR within the reflection period using the withdrawal form or another clear statement.
The consumer must return the product within 14 days of this notification, unless MONSOR has offered to collect it.
The product must be returned in original condition, including all accessories and packaging, as reasonably possible.
The consumer is responsible for the return shipment and the risk until MONSOR receives the product.
The return costs are borne by the consumer unless MONSOR has stated otherwise.
The consumer does not pay for digital content not delivered on a physical medium if:

  • they did not explicitly agree to early delivery

  • they were not informed they would lose their right of withdrawal

  • MONSOR failed to confirm these declarations
    If the consumer exercises the right of withdrawal, any additional contracts are automatically cancelled.

ARTICLE 9 – OBLIGATIONS OF MONSOR UPON WITHDRAWAL
If the consumer withdraws electronically, MONSOR will confirm receipt immediately.
MONSOR will refund all payments made by the consumer, including standard delivery costs, within 14 days of the withdrawal notice.
MONSOR may wait to refund until the product has been received or the consumer has proven they returned it.
Refunds are made using the original payment method, unless agreed otherwise, and are free of charge for the consumer.
If the consumer chose a more expensive delivery method than the standard option, MONSOR is not obliged to refund the extra costs.

ARTICLE 10 – EXCLUSION OF THE RIGHT OF WITHDRAWAL
MONSOR may exclude the right of withdrawal for the following products or services, but only if clearly stated before the agreement:

  • Products or services with prices depending on financial market fluctuations MONSOR cannot control

  • Agreements concluded during public auctions

  • Fully performed services, if the consumer agreed and acknowledged they would lose the right of withdrawal

  • Services involving accommodation, transport, catering, or leisure for a specific date or period

  • Custom-made or personalized products

  • Perishable goods or goods with a limited shelf life

  • Sealed products that are not suitable for return for hygiene reasons and were unsealed after delivery

  • Products that are irreversibly mixed with other items after delivery

  • Alcoholic beverages with a delivery time over 30 days and variable market value

  • Sealed audio, video or software that was unsealed after delivery

  • Newspapers, magazines or journals (except subscriptions)

  • Digital content not delivered on a physical medium if delivery has started with the consumer’s consent and they acknowledged they would lose their right of withdrawal

ARTICLE 11 – PRICING
During the validity period stated in the offer, prices for products and/or services will not be increased, except for changes in VAT rates.
MONSOR may offer products or services with variable prices, depending on financial market fluctuations beyond MONSOR’s control. This will be clearly mentioned in the offer.
Price increases within 3 months after the agreement is concluded are only allowed if they are the result of legal regulations.
Price increases after 3 months are only allowed if:

  • this was agreed upon in the contract

  • the consumer has the right to cancel the agreement from the day the price increase takes effect
    All prices mentioned in the offer include VAT.

ARTICLE 12 – PERFORMANCE OF AGREEMENT AND ADDITIONAL WARRANTY
MONSOR guarantees that the products and/or services meet the agreement, the specifications mentioned in the offer, and legal standards regarding usability and safety on the date the agreement was formed.
If agreed, MONSOR also guarantees that the product is suitable for use beyond normal use.
Any additional warranty provided by MONSOR, its suppliers or manufacturers will never limit the legal rights of the consumer in case MONSOR fails to fulfil its obligations.
Additional warranty means any commitment by MONSOR or its partners that grants the consumer extra rights beyond the law in case of shortcomings.

ARTICLE 13 – DELIVERY AND EXECUTION
MONSOR will take the greatest possible care in processing orders and delivering products and services.
The place of delivery is the address provided by the consumer.
MONSOR will deliver accepted orders as quickly as possible, but within 30 days unless another term has been agreed.
If delivery is delayed or the order cannot be completed, the consumer will be informed within 30 days. In that case, the consumer may cancel the agreement free of charge and is entitled to a refund.
If the agreement is cancelled, MONSOR will refund the amount paid without delay.
The risk of damage or loss is MONSOR’s responsibility until the product is delivered to the consumer or a previously appointed representative.

ARTICLE 14 – LONG-TERM CONTRACTS: DURATION, TERMINATION AND RENEWAL

Termination:
The consumer may cancel an agreement of indefinite duration (e.g. subscriptions) at any time with a notice period of up to one month.
A fixed-term contract may be cancelled by the consumer at the end of the term, also with a notice period of up to one month.
The consumer may cancel:

  • at any time, not only at fixed moments

  • in the same way as the agreement was made

  • with the same notice period that MONSOR uses for itself

Renewal:
A fixed-term contract may not be automatically renewed or extended.
By exception, a contract may be renewed for a maximum of three months if the consumer may cancel by the end of the renewal period with one month’s notice.
An agreement may only be renewed indefinitely if the consumer can cancel at any time with a notice period of one month.

Duration:
If a contract lasts longer than one year, the consumer may cancel after one year at any time with a one-month notice period, unless reasonableness and fairness prevent early termination.

ARTICLE 15 – PAYMENT
Unless otherwise agreed, payments must be made within 14 days after the reflection period begins. If there is no reflection period, payment is due within 14 days of the contract.
For service agreements, the payment period begins the day after the consumer receives confirmation.
Consumers may never be required to make advance payments of more than 50 percent.
If advance payment is agreed, MONSOR is not obliged to carry out the order until payment has been received.
The consumer must report incorrect payment details to MONSOR immediately.
If the consumer does not pay on time, and MONSOR has given a 14-day reminder, legal interest may be charged.
In addition, MONSOR may charge reasonable collection costs:

  • 15% over the first €2,500

  • 10% over the next €2,500

  • 5% over the next €5,000
    with a minimum of €40.
    MONSOR may apply more favourable terms for the consumer.

ARTICLE 16 – COMPLAINTS PROCEDURE
MONSOR has a clearly published complaints procedure and handles complaints in accordance with this procedure.
Complaints about the performance of the agreement must be submitted promptly after the consumer has discovered the defect. The complaint must be described clearly and completely.
MONSOR will respond to complaints within 14 days of receipt.
If a complaint requires more time, MONSOR will send a confirmation of receipt within 14 days and provide an estimate of when a more detailed response can be expected.
If the complaint cannot be resolved through mutual consultation, it becomes a dispute as referred to in Article 17.

ARTICLE 17 – DISPUTES
Only Dutch law applies to agreements between MONSOR and the consumer to which these general terms and conditions apply.
Any disputes will be submitted to the competent court in the district where MONSOR is located, unless legal rules state otherwise.

ARTICLE 18 – ADDITIONAL OR DEVIATING PROVISIONS
Any additional provisions or deviations from these general terms and conditions may not disadvantage the consumer.
They must be recorded in writing or in such a way that the consumer can access and store them on a durable data carrier.