**General Terms and Conditions - Neutral Version**

**Table of Contents:**

**Article 1 - Definitions**

**Article 2 - Identity of the Entrepreneur**

**Article 3 - Applicability**

**Article 4 - The Offer**

**Article 5 - The Agreement**

**Article 6 - Right of Withdrawal**

**Article 7 - Obligations of the Consumer During the Cooling-Off Period**

**Article 8 - Exercise of the Right of Withdrawal by the Consumer and Costs Thereof**

**Article 9 - Obligations of the Entrepreneur in Case of Withdrawal**

**Article 10 - Exclusion of the Right of Withdrawal**

**Article 11 - The Price**

**Article 12 - Performance and Additional Warranty**

**Article 13 - Delivery and Execution**

**Article 14 - Extended Transactions: Duration, Termination, and Renewal**

**Article 15 - Payment**

**Article 16 - Complaints Procedure**

**Article 17 - Disputes**

**Article 18 - Additional or Deviating Provisions**

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### Article 1 - Definitions

In these terms and conditions, the following definitions apply:

**Additional Agreement**: An agreement where the consumer acquires products, digital content, and/or services in connection with a distance contract, and these items, digital content, and/or services are supplied by the entrepreneur or a third party based on an agreement between that third party and the entrepreneur.

**Cooling-Off Period**: The period during which the consumer can exercise their right of withdrawal.

**Consumer**: The natural person who does not act for purposes related to their trade, business, craft, or profession.

**Day**: Calendar day.

**Digital Content**: Data produced and delivered in digital form.

**Extended Agreement**: An agreement for the regular delivery of goods, services, and/or digital content over a certain period.

**Durable Medium**: Any tool – including email – that enables the consumer or entrepreneur to store information addressed to them personally in a way that allows future consultation or use during a period appropriate to the purpose for which the information is intended, and that allows unchanged reproduction of the stored information.

**Right of Withdrawal**: The consumer's option to withdraw from the distance contract within the cooling-off period.

**Entrepreneur**: The natural or legal person who offers products, (access to) digital content, and/or services to consumers at a distance.

**Distance Contract**: A contract concluded between the entrepreneur and the consumer within the framework of an organized system for distance selling of products, digital content, and/or services, whereby exclusive or additional use is made of one or more techniques for distance communication up to and including the conclusion of the contract.

**Model Withdrawal Form**: The European model withdrawal form included in Appendix I to these terms and conditions. Appendix I does not need to be provided if the consumer does not have a right of withdrawal concerning their order.

**Technique for Distance Communication**: A means that can be used for concluding an agreement without the consumer and entrepreneur being together in the same space at the same time.

### Article 2 - Identity of the Entrepreneur

**TotaalBeauty.nl**

**Bachstraat 318**

**2324 GV Leiden**

**071-5249274** (Monday to Friday, 9:00 AM to 5:00 PM)

**Chamber of Commerce number:** 06 19 16 35 35

**VAT identification number:** NL217083547B.01

If the entrepreneur's activity is subject to a relevant licensing system: details of the supervisory authority.

If the entrepreneur practices a regulated profession:

- The professional association or organization with which they are affiliated.
- The professional title, the place in the EU or the European Economic Area where it was granted.
- A reference to the professional rules applicable in the Netherlands and information on where and how these rules are accessible.

### Article 3 - Applicability

1. These general terms and conditions apply to every offer made by the entrepreneur and to every distance contract concluded between the entrepreneur and the consumer.
2. Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the entrepreneur will indicate, before the distance contract is concluded, how the general terms and conditions can be viewed at the entrepreneur's premises and that they will be sent to the consumer free of charge as soon as possible at the consumer's request.
3. If the distance contract is concluded electronically, in deviation from the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions can be made available to the consumer electronically in such a way that the consumer can easily store them on a durable medium. If this is not reasonably possible, it will be indicated where the general terms and conditions can be viewed electronically and that they will be sent electronically or otherwise free of charge at the consumer's request.
4. In the event that specific product or service conditions also apply in addition to these general terms and conditions, the second and third paragraphs apply mutatis mutandis, and the consumer can always rely on the applicable provision that is most favorable to them in the event of conflicting terms and conditions.

### Article 4 - The Offer

1. If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.
2. The offer includes a complete and accurate description of the offered products, digital content, and/or services. The description is sufficiently detailed to allow a proper assessment of the offer by the consumer. If the entrepreneur uses images, these will be a true representation of the offered products, services, and/or digital content. Obvious mistakes or obvious errors in the offer do not bind the entrepreneur.
3. Each offer contains such information that it is clear to the consumer what the rights and obligations are that are attached to the acceptance of the offer.

### Article 5 - The Agreement

1. The agreement is concluded, subject to the provisions of paragraph 4, at the moment of acceptance by the consumer of the offer and compliance with the corresponding conditions.
2. If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of acceptance of the offer electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer can dissolve the agreement.
3. If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and will ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will observe appropriate security measures.
4. The entrepreneur may, within legal frameworks, inform themselves about whether the consumer can meet their payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If, based on this investigation, the entrepreneur has good reasons not to enter into the agreement, they are entitled to refuse an order or request, or to attach special conditions to the execution.
5. The entrepreneur will, at the latest upon delivery of the product, service, or digital content to the consumer, send the following information in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:
- The visiting address of the entrepreneur's establishment where the consumer can lodge complaints.
- The conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal.
- The information about guarantees and existing after-sales services.
- The price including all taxes of the product, service, or digital content; where applicable, the delivery costs; and the method of payment, delivery, or execution of the distance contract.
- The requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration.
- If the consumer has a right of withdrawal, the model withdrawal form.
6. In the case of an extended transaction, the provision in the previous paragraph only applies to the first delivery.

### Article 6 - Right of Withdrawal

**For Products:**

1. The consumer can dissolve an agreement related to the purchase of a product during a cooling-off period of at least 14 days without giving any reason. The entrepreneur may ask the consumer for the reason for withdrawal but cannot oblige them to state their reason(s).
2. The cooling-off period mentioned in paragraph 1 starts on the day after the consumer, or a third party designated by the consumer who is not the carrier, has received the product, or:
- If the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by them, has received the last product. The entrepreneur may, provided they have clearly informed the consumer prior to the ordering process, refuse an order of multiple products with different delivery times.
- If the delivery of a product consists of multiple shipments or parts: the day on which the consumer, or a third party designated by them, has received the last shipment or part.
- For agreements for regular delivery of products during a specified period: the day on which the consumer, or a third party designated by them, has received the first product.

**For Services and Digital Content Not Supplied on a Tangible Medium:**

3. The consumer can dissolve a service agreement and an agreement for the supply of digital content not delivered on a tangible medium within at least 14 days without giving any reason. The entrepreneur may ask the consumer for the reason for withdrawal but cannot oblige them to state their reason(s).
4. The cooling-off period mentioned in paragraph 3 starts on the day following the conclusion of the agreement.

**Extended Cooling-Off Period for Products, Services, and Digital Content Not Supplied on a Tangible Medium in Case of Failure to Inform About the Right of Withdrawal:**

5. If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the cooling-off period ends twelve months after the end of the original cooling-off period, determined in accordance with the previous