General terms and conditions dionvacation

Always read the terms first

Our general terms and conditions give extra information about dionvacation and the conditions around our shop. We set out the right of withdrawal and your own obligations as a customer or accommodation owner. That makes things clear.

Article 1: Some definitions used in these terms and conditions

  1. Cooling-off period: the time available to the customer or accommodation owner for exercising the right of withdrawal.
  2. Customer: the person who buys the trader’s products for personal use only.
  3. Accommodation owner: the person who takes out the trader’s subscription services for their own commercial benefit.
  4. Right of withdrawal: the right to cancel the purchase or the subscription taken out, within the cooling-off period.
  5. Trader: the party offering the products or subscription services to customers or owners.

Article 2: The identity of the trader in these terms and conditions

This platform trades under the name dionvacation. That is a protected (®, registered) travel and lifestyle brand.

  • email address: [email protected]
  • Chamber of Commerce number: 65633318.
  • VAT identification number: NL002247312B26.

Article 3: How these terms and conditions apply

  1. The terms and conditions you are reading apply when you buy something from dionvacation. But they also apply once you have already done so.
  2. That is why it matters that you read them carefully. They apply to every offer from dionvacation. They also apply to every agreement that we (as the ‘trader’) and you (as the ‘customer’) enter into. Such an agreement concerns the purchase of a product or taking out a subscription.
  3. That is why, before the agreement, we tell you where you can read the terms. We point to them very carefully. Thanks to the terms you know where you stand.
  4. Please note: a product sometimes comes with specific conditions. In that case these general terms and conditions still apply as well. You can easily save them in a durable form by downloading them as a PDF file.

Article 4: The procedure in the event of a complaint

We set out the procedure in case of a complaint. That procedure is decisive at such a moment.

  1. First of all, the customer must describe the complaint in full, clearly and in detail, within 3 days of noticing what gave rise to it.
  2. When a complaint comes in, the trader is expected to answer it. The complainant should receive that answer within 14 days.
  3. There is an exception to this. A complaint may be highly complex, and then the trader may need longer to deal with it. In such a case we do have to say so within 14 days, and we indicate roughly when the complainant can expect a full answer. That is an estimate.
  4. However complex, a complaint should be answered within a reasonable period. The customer and the trader try to resolve it together within 3 months.

Article 5: The dionvacation offer

  1. A dionvacation offer may be temporary. An offer may also carry conditions that apply to that offer specifically. We state the limited period of validity with the offer where that applies, and we state any specific conditions that come with it.
  2. Every dionvacation offer — products, digital content and subscription services — comes with a complete description. That gives you, as a customer, the information you need to weigh things up. We do our utmost to keep those descriptions 100% accurate. Where we use images, we aim just as much for a fully truthful representation. A rare slip or error in an offer does not bind the trader to anything.
  3. The customer reads both the descriptions and the specific and general terms carefully. So the customer knows what the rights and obligations are on accepting the offer.

Article 6: The right of withdrawal

  1. A customer may at some point want to cancel a purchase. That is possible through the right of withdrawal: as a customer you have a cooling-off period of 14 days. In such a case we would of course be curious about the reason, but giving one is not required. Please see the instruction sheet supplied.
  2. The 14-day cooling-off period starts on the day you received the order, or on the day someone else you appointed takes receipt of it. Did you order several products with different delivery times in one go? Then the period starts when the last product arrives.
  3. With our subscription services the service starts immediately after the order is completed. As an accommodation owner you give permission to waive your right of withdrawal.

Article 7: The customer’s obligations during the cooling-off period

  1. During the cooling-off period you treat the packaging and the product itself with deliberate care. Be at least as careful as you would be in a physical shop. Briefly trying on a garment is fine, for instance (handling and inspecting it, proper use). Wearing it for any length of time is not. That counts as improper use for as long as the cooling-off period runs.
  2. You are liable for any loss in value of the product caused by improper use during the cooling-off period.
  3. Do you want to exercise the right of withdrawal after all? Then you return the product undamaged, in its original packaging, following the instruction sheet supplied. See article 8.
  4. As an accommodation owner you read all the information about the subscriptions on offer. You acknowledge that you have read everything about those subscriptions in full, and you confirm that you agree to it.
  5. As an accommodation owner you agree to meet the minimum subscription term of 1 year.

Article 8: Exercising the right of withdrawal

  1. As a customer, please see the instruction sheet supplied for returning a product. Let us know within 14 days of purchase that you are sending it back. That can only be done with the return form provided.
  2. Once you have filled in the return form, send the product back as soon as you can. Bear in mind the obligations in article 7, and return the item before the cooling-off period has passed.
  3. Make sure you return the product as new, in its original packaging, following the instructions on the sheet supplied. The trader only takes the product back if the conditions in articles 7 and 8 have been met.
  4. The return form is only valid once it has reached the trader, that is, once you have received a confirmation.
  5. Please read the frequently asked questions if you have not received a confirmation.
  6. The return form is likewise only valid once the trader has received the product in line with articles 7 and 8.
  7. The risk and the burden of proof for exercising the right of withdrawal correctly and in time lie with the customer and the accommodation owner.
  8. As a customer you bear the cost of returning the product yourself.

Article 9: Cancelling subscriptions

  1. As an accommodation owner, fill in the cancellation form. The subscription is then not renewed after the term currently running. The trader only handles cancellation forms that have been filled in completely.
  2. The cancellation form is only valid once it has reached the trader, that is, once you have received a confirmation.
  3. Please read the frequently asked questions if you have not received a confirmation.

Article 10: The trader’s obligations (right of withdrawal)

  1. On receiving the return form (customer) or the cancellation form (accommodation owner), the trader sends a confirmation.
  2. The trader also makes sure that you, as a customer, get your payment back within 14 days of the trader receiving the returned product as new.
  3. The trader refunds the customer by the same means of payment the customer used. If the customer agrees to another method, that is allowed too.
  4. The trader does not have to not pay the cost the customer incurs in returning the product.
  5. The trader judges, on its own expertise, whether there is any loss of value and any liability.

Article 11: Exceptions to the right of withdrawal

  1. As a customer you get no refund, or a smaller one, if the trader judges that the returned product has lost value.
  2. With subscription services you, as an accommodation owner, waive the right of withdrawal and meet the minimum subscription term of 1 year.

Article 12: About the price

  1. All product prices stated for customers include VAT.
  2. No delivery costs are charged on orders of 20 euros or more.
  3. All subscription prices stated for accommodation owners exclude VAT.

Article 13: Compliance with these terms and conditions

  1. The trader guarantees that products and services meet the specifications and properties stated. The product is fit for normal use, in line with the product description. We too are bound by the terms set out here.

Article 14: Delivery

  1. Both the customer and the accommodation owner may count on the trader being careful with delivery. From product orders to the provision of services, the trader does deliver.
  2. The address the customer gave as the delivery address is the one used for the product ordered.
  3. The accommodation the owner registered is the one listed on the dionvacation travel and lifestyle platform.
  4. The trader can only deliver products and services that are in stock, and therefore states the stock situation explicitly for each product or service.
  5. Naturally both customer and trader would like faster delivery, so the trader aims to send the product out as quickly as possible. Preferably the same or the next working day, but sometimes it is simply later, 3 to 5 working days for instance. For that reason the customer cannot rely on a particular delivery time, apart from the final delivery period of 30 days. If delivery is delayed beyond those 30 days, the customer is told so and may still withdraw from the purchase. The trader then refunds the amount paid.
  6. Until the moment of actual delivery, the risk of loss or damage lies with the trader.