Rovenzia terms and conditions

General terms and conditions

Article 1 – Definitions

In these terms:

Supplier: Talvron B.V., trading as Rovenzia, or any other natural or legal person that offers products and/or services to the customer on its behalf. In these terms "we", "us" and "our" mean the Supplier, and "you" and "your" mean the customer;

Contract for regular supply: a contract for the regular supply of goods, services and/or digital content over a period of time;

Durable medium: any medium, including email, that lets the recipient store information addressed to them personally in a way that keeps it accessible for future reference for a period suited to its purpose, and allows the stored information to be reproduced unchanged. Personal data is always handled in line with our privacy statement;

Right to cancel / cancellation period: a consumer's right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Consumer Contracts Regulations") to cancel a distance contract within fourteen days without giving a reason, where that right applies;

Distance contract: a contract between us and a customer (business or consumer) concluded under an organised distance sales scheme, in which only means of distance communication are used up to and including the moment the contract is concluded;

Means of distance communication: any means that can be used to conclude a contract without both parties being present, such as letter, email, a web form or our online configurator;

At a distance: without the Supplier and the customer having to be in the same place at the same time.

Product terms: a specific set of terms for the supply of products that applies in addition to these general terms;

Service terms: a specific set of terms for the supply of services that applies in addition to these general terms;

Consumer provisions: the statutory rules, including mandatory rules that cannot be excluded by contract, that apply to supplies to consumers — in the United Kingdom above all the Consumer Rights Act 2015 and the Consumer Contracts Regulations;

Services: all services that we offer to the customer;

Products: all products (goods) that we supply;

Obligation: the legal relationship between us and the customer that arises from a contract or from the law.

Website: the domain name we use: www.rovenzia.com

Article 2 – Who we are

This article sets out who the supplier is.

2.1. Talvron B.V. (registered with the Netherlands Chamber of Commerce, KvK, under number 42170897), also trading as Rovenzia and rovenzia.com. Address: Merlenbergseweg 22, 5754 AX Deurne, the Netherlands. Email: info@rovenzia.com; for quotes offerte@rovenzia.com; for customer service klantenservice@rovenzia.com. We have no showroom and no telephone line: we agree things in writing, so that both sides can read back what was agreed.

2.2. The contract for the supply of windows and doors is concluded with Talvron B.V.

Article 3 – Availability and scope of these terms, and business customers

This article sets out when these terms apply and how they become part of the contract.

3.1. These terms apply to, and form an integral part of, every offer, quote and contract made by or with us.

3.2. Before a contract is concluded, we make the text of these terms, including the annexes, available to you. If that is not reasonably possible for any reason, we will tell you before the contract is concluded where you can read them, and that we will send them to you free of charge as soon as possible on request.

3.3. For a distance contract, and by way of exception to the previous paragraph, we make the text of these terms available electronically before the contract is concluded, in a form you can easily store on a durable medium. If that is not reasonably possible, we will tell you before the contract is concluded where you can read the terms electronically, and that we will send them to you free of charge, electronically or otherwise, on request.

3.4. If specific product or service terms apply in addition to these general terms, paragraphs 3.2 and 3.3 apply to them in the same way. Where two provisions conflict, you may always rely on the one that is more favourable to you. If a term could have two meanings, the meaning most favourable to a consumer applies (section 69 of the Consumer Rights Act 2015).

3.5. These terms apply in any event as follows:

3.5.1. They apply to every contract between us and a customer, to every offer we make to a customer, and to every other act by which we offer services and/or products.

3.5.2. Any purchasing or sales terms of the customer do not apply, unless we have expressly agreed to them in writing before the contract is concluded.

3.5.3. Each party confirms that it has full legal capacity to enter into the contract and, where it acts for a company or other organisation, the authority to do so.

3.6. If you are an individual acting for the purposes of your trade, business, craft or profession, the following also applies:

a. You buy as a business customer. The consumer rights in the Consumer Rights Act 2015 and the Consumer Contracts Regulations do not apply to you; the Unfair Contract Terms Act 1977 does, and nothing in these terms excludes or restricts liability where that Act does not allow it;

b. You confirm that you understand the difference between buying as a consumer and buying as a business;

c. You have told us that you are acting as a business and wish to enter into the contract as a business;

d. Points a to c do not apply to consumers, or where it is clear, or ought to be clear, that you are entering into the contract as an individual for private purposes. If it is unclear, we treat you as a consumer: under section 2(4) of the Consumer Rights Act 2015 it is for us to show that you are not.

Article 4 – Offer and acceptance

This article explains how a contract is formed.

4.1. If an offer is valid for a limited period or is subject to conditions, the offer says so expressly.

4.2. The offer contains a complete and accurate description of the products and/or services offered, in enough detail for you to assess it properly. Images we use are a true representation of the products and/or services offered. Obvious mistakes or errors in the offer do not bind us. On a screen, colours and small details of dimensions can look slightly different from the finished product; for choosing a colour, a physical sample is more reliable than a screen.

4.3. Every offer contains the information you need to understand the rights and obligations that come with accepting it, including the information required by Schedule 2 to the Consumer Contracts Regulations where you are a consumer.

4.4. The contract is formed when the offer is accepted and the conditions we have set for it are met.

4.5. If you accept the offer electronically, we confirm receipt of your acceptance electronically without delay.

4.6. In addition, we take appropriate technical and organisational measures to secure the electronic transfer of data and provide a secure web environment. If you can pay electronically, we take appropriate security measures for that as well.

4.7. Within the limits of the law, and in particular the UK GDPR and the Data Protection Act 2018, we may check whether you are able to meet your payment obligations, and any other facts and factors that matter for entering into a distance contract responsibly.

4.8. If that check gives us good reason not to enter into the contract, we may decline an order or request, stating our reasons, or attach special conditions to it, such as payment in advance.

4.9. No later than on delivery of the product and/or service, we will send you the following information in writing, or in a form you can store accessibly on a durable medium:

a. the address of our place of business for complaints: Merlenbergseweg 22, 5754 AX Deurne, the Netherlands;

b. the email address for complaints: klantenservice@rovenzia.com;

c. where you are a consumer, the conditions under which and the way in which you can exercise the right to cancel, or a clear statement that the right to cancel does not apply — as it does not for goods made to your specification (regulation 28(1)(b) of the Consumer Contracts Regulations);

d. information about your statutory rights, any guarantee, and the after-sales service available;

e. the price including all taxes of the product and/or service, and where applicable the delivery costs and the method of payment, delivery or performance of the distance contract. For deliveries to the United Kingdom: prices in GBP, excl. UK VAT and import duties, which are payable on delivery;

f. the requirements for ending the contract if it runs for more than one year or for an indefinite period;

g. where you are a consumer with a right to cancel, the model cancellation form from Schedule 3 to the Consumer Contracts Regulations.

4.10. For a contract for regular supply, the previous paragraph applies only to the first delivery.

4.11. A request from you, or on your behalf, for us to supply services or products or to carry out work, followed by a quote from us that both parties act on in line with these terms, is treated as offer and acceptance.

4.12. A request as referred to in the previous paragraph can be made by:

a. the website, in particular our contact form and the configurator, where you can save a configuration and send it as a request;

b. telephone, on a number we use for that purpose — we currently have no telephone line (see article 2.1);

c. email, to an address we use, in particular info@rovenzia.com or offerte@rovenzia.com;

d. any other permitted digital means;

e. post, to Merlenbergseweg 22, 5754 AX Deurne, the Netherlands.

4.13. If we (provisionally) accept the request, we send you an indicative quote. That quote is always a snapshot, based on the information we have at that moment.

4.14. It is your responsibility to make your request as complete as you can, especially the measurements. If it turns out after the contract has been concluded that the information you gave was incomplete or incorrect, we will tell you and explain what it means for the price and the delivery date. A change to the contract needs the agreement of both of us in writing; we have no right to change the agreed price on our own. If we cannot agree, either of us may end the contract for the part affected. Additional costs caused by incorrect information you gave are for your account.

4.15. The order is only finally accepted, and the contract between us formed, once you have accepted our quote and we have then stated clearly and expressly that we accept the order (our order confirmation), on the basis of the information known at that moment.

4.16. We are only obliged to carry out what is agreed in the quote, unless we have both agreed otherwise.

4.17. Extra work, materials or products that are not part of the original quote only become part of the contract once we have both agreed to them in writing. We tell you the price of the extra before you agree. Without that agreement you owe nothing for them.

4.18. We may make carrying out an agreed change conditional on a deposit or other security, and we may decline a change that would affect the quality of the product or service to be delivered. We will tell you why.

4.19. A delivery date is not a fixed date unless we have expressly agreed a fixed date in writing. Your offer states the production time and how delivery is arranged; delivery to the UK is quoted with your offer. If you are a consumer, section 28 of the Consumer Rights Act 2015 applies: if no period is agreed, we must deliver without undue delay and within 30 days, and if we do not deliver within the agreed or statutory period, you have the remedies that section gives you.

4.20. Comments on or reactions to individual parts of the quote do not become part of the contract unless we have confirmed them in writing.

4.21. A quote as referred to in this article can be confirmed in the same way as the request was made, but it always requires our confirmation in writing.

Article 5 – Right to cancel (business customers)

This article sets out the general rules on the right to cancel.

5.1. For consumers, articles 6 and 7 of Annex II (provisions for consumers) apply instead of this article; this article applies to business customers.

5.2. If you are not a consumer, and act for purposes related to your trade, business, craft or profession, you have no right to cancel, unless we have agreed otherwise in writing before the contract was concluded. Your other rights, including your rights if a product is faulty, are not affected.

Article 6 – Exchange and return (contracts not made at a distance)

This article sets out our exchange policy for purchases not made at a distance. We have no shop or showroom and sell at a distance only, so in practice it only applies if a purchase is exceptionally made in person.

6.1. For products bought in person, you may exchange or return them within 30 days of the invoice date. This is a voluntary promise on top of your statutory rights, which it does not limit.

6.2. To exchange or return a product, send it back to us with the original (digital) invoice or proof of purchase and all accessories supplied, in its original condition and packaging.

6.3. We may set reasonable requirements for the return, and include clear instructions with the products, for the exchange promise to apply.

6.4. Products bought as a set must be returned as a complete set.

6.5. If you paid an amount on delivery, we will refund it as soon as possible and no later than 14 days after the return.

6.6. The voluntary exchange and return promise does not cover products that are:

a. made to your specification (made to measure);

b. delivered assembled and/or adjusted;

c. registered in your name;

d. ordered specially for you at your express request;

e. clearly personalised;

f. by their nature unsuitable for return;

g. liable to deteriorate or become outdated quickly;

h. sealed, where the seal has been broken.

Article 7 – Prices and rates (business customers)

This article explains how the price is set and how the prices and rates we state should be read.

7.1. For consumers, article 3 of Annex II (provisions for consumers) applies instead of this article; this article applies to business customers.

7.2. During the period of validity stated in the offer, we do not increase the prices of the products and/or services offered, except for price changes caused by changes in legislation or regulations.

7.3. By way of exception to the previous paragraph, we may offer products or services whose prices depend on fluctuations in the financial markets outside our control at variable prices. The offer states this dependency and the fact that any prices given are guide prices. The GBP amount in your offer is converted from our euro price at the European Central Bank reference rate of the day and rounded to whole pounds; the price in your order confirmation is the price you pay.

7.4. For business customers, the prices stated in an offer are always exclusive of VAT. Deliveries to the United Kingdom are exports from the Netherlands and are invoiced at 0% Dutch VAT. Prices in GBP, excl. UK VAT and import duties, which are payable on delivery. Delivery is DAP (Delivered at Place, Incoterms 2020): you, as importer, pay UK VAT and any import duties on delivery.

Article 8 – Performance, statutory rights and guarantee

This article sets out rights and obligations around performance of the contract and any guarantee.

8.1. We make sure that the products and/or services conform to the contract and to the specifications in the offer, meet reasonable requirements of soundness and usability, and comply with the statutory provisions and government regulations in force on the date the contract was concluded. For consumers, the goods must be of satisfactory quality, fit for purpose and as described (sections 9 to 11 of the Consumer Rights Act 2015), and services must be performed with reasonable care and skill (section 49).

8.2. If agreed in writing, we also guarantee that the product is suitable for a use other than normal use.

8.3. An additional guarantee from us, our supplier, the manufacturer or the importer never limits the statutory rights and claims a consumer has against us if we fail to perform our part of the contract; it comes on top of them (section 30 of the Consumer Rights Act 2015). For business customers, an additional guarantee does not limit the rights you have under the contract either, except to the extent that the guarantee says so and the Unfair Contract Terms Act 1977 allows it.

8.4. Further guarantee terms are set out in Annex III ("Statutory rights and guarantee").

Article 9 – Delivery and performance (business customers)

This article sets out how delivery and performance of the contract take place.

9.1. For consumers, article 4 of Annex II (provisions for consumers) applies instead of this article; this article applies to business customers.

9.2. We take the greatest possible care in receiving and carrying out orders for products and in assessing requests for services.

9.3. The place of delivery is the address you have given us and that is stated in the offer. Delivery to the UK is quoted with your offer: the offer states how delivery is arranged and what it costs. Delivery is DAP (Delivered at Place, Incoterms 2020): the goods are delivered ready for unloading at that address. We supply, we don't install.

9.4. Subject to what these terms say on the subject, we carry out accepted orders for products promptly and in any event within thirty (30) days, unless another delivery period has been agreed. For made-to-measure windows and doors, the offer states the production time, which may be longer than thirty days.

9.5. If delivery of a product is delayed, or an order for a product cannot be carried out or only in part, you will hear from us no later than thirty (30) days after placing the order.

9.6. The risk of damage to or loss of products stays with us until they are delivered to you or to a representative you have named to us in advance, unless expressly agreed otherwise. If you are a consumer, this follows from section 29 of the Consumer Rights Act 2015 and cannot be varied to your detriment.

9.7. Any notice, comment or confirmation from us or on our behalf is to be treated as correct, unless its content contains factual errors at its core or there is clearly a mistake or slip on our part that you could or should have recognised.

9.8. What is agreed in writing prevails: the contract is performed on the basis of what has been agreed in writing.

9.9. Where needed to maintain our quality standard, we may have certain work for the contract carried out by third parties, in particular production and transport.

9.10. If we use third parties, we take due care in finding and selecting them, as far as is reasonably possible and customary. We remain responsible to you for the performance of the contract.

9.11. When we bring in a third party, we will always try to inform you in advance and consult you.

9.12. We only act in your name, or on your behalf and for your account, if we have both expressly agreed this in writing.

9.13. You must provide us in good time with all information needed to carry out the contract properly, or that you understand, or ought to understand, may be needed — in particular the measurements of the structural opening.

9.14. "In good time" in the previous paragraphs means before the contract is concluded, or in any event before production starts.

9.15. If you do not provide that information in good time, we may suspend performance of the contract until you do. We may charge you the additional costs reasonably caused by the late information and by the resulting delay, at the rates then applicable.

9.16. You make sure that we can perform the contract on time and properly, meaning that nothing prevents correct delivery: the address can be reached by a delivery lorry, there is a place to unload, any permission needed for parking or access has been arranged, and someone is present at the agreed time to take delivery. Replacing windows in England and Wales is notifiable building work: your installer either registers the work through a competent person scheme or it is notified to building control in advance. Because we do not install, that is for you and your installer to arrange.

9.17. The previous paragraph also covers circumstances at the delivery address, in the widest sense, that stand in the way of correct and timely delivery. If we have to make a second delivery attempt or wait on site as a result, you bear the additional costs reasonably incurred, unless the obstacle could not have been known to you and was not your responsibility.

9.18. The provisions of this article can only be excluded in writing in the contract between us, and only with our express agreement.

9.19. If performance of the contract has to be (temporarily) suspended because you do not, or do not fully or on time, meet your obligations under this article, we may claim from you the costs and losses reasonably caused by this.

9.20. Periods agreed between us are not fixed deadlines unless we have expressly agreed a fixed date in writing; any period we give you is to be read as an estimate. Your statutory rights if we deliver late are not affected.

9.21. Further provisions on delivery are set out in article 23 of these terms. Installation or building work on site is not part of what we supply: we supply, we don't install.

9.22. In addition to this article, article 1 paragraphs 5, 6, 7, 8, 9 and 10 of the special provisions for business customers (Annex VI) apply.

Article 10 – Contracts for regular supply: term, notice and renewal (business customers)

This article contains the general provisions on contracts for regular supply, including service contracts.

10.1. For consumers, article 2 of Annex II (provisions for consumers) applies instead of this article; this article applies to business customers.

10.2. A business contract for an indefinite period for the regular supply of products or services can only be ended in line with the agreed notice rules and the agreed notice period.

10.3. If no notice period has been agreed, the minimum notice period is two (2) months.

10.4. A contract for a fixed period for the regular supply of products or services can only be ended with effect from the end of that period, in line with the agreed notice rules and with one (1) month's notice.

10.5. You can end a contract for regular supply at least in the same way as you entered into it, always subject to the minimum term and the previous paragraphs.

10.6. A contract for a fixed period for the regular supply of products or services is renewed automatically for the same period each time, unless notice is given in time. We will remind you in writing of the renewal date and the notice period before it passes.

10.7. A contract running for more than one year cannot be ended by you before the end of the agreed term, unless it would be unreasonable to hold you to it until then. Either party's right to end the contract for a serious breach by the other is not affected.

10.8. The provisions of Annex VII also apply.

Article 11 – Payment (business customers)

This article contains the rules on payment.

11.1. For consumers, article 5 of Annex II (provisions for consumers) applies instead of this article; this article applies to business customers.

11.1. Unless the contract or supplementary terms say otherwise, amounts due must be paid within fourteen (14) days of the contract being concluded.

11.2. For a contract for services, this period starts on the day we confirm the contract.

11.3. When selling products, we may ask for payment in advance as financial security. Where payment in advance has been agreed, no rights can be claimed in respect of carrying out the order or service(s) concerned until that payment has been made.

11.4. The amount to be paid in advance is set by us and stated in the offer.

11.5. You must tell us without delay about any errors in the payment details given or stated.

11.6. If you do not pay on time, we will point this out and give you a reasonable period to pay. If payment still does not follow, we may claim statutory interest and the fixed sum for the cost of recovering the debt under the Late Payment of Commercial Debts (Interest) Act 1998, and, where that fixed sum does not cover them, the reasonable costs we actually incur in recovering the debt out of court. We do not charge a fixed percentage or a minimum collection fee on top of that.

11.7. If an invoice is still unpaid fourteen (14) days after its due date, you are in default without any further notice being needed.

11.8. The interest referred to in paragraph 11.6 is payable on the amount due from the date on which payment became overdue until the date the full outstanding amount is paid.

11.9. All amounts we state in the offer and elsewhere are in GBP, converted from our euro price at the European Central Bank reference rate of the day, unless stated otherwise. Prices in GBP, excl. UK VAT and import duties, which are payable on delivery. Deliveries to the United Kingdom are invoiced at 0% Dutch VAT.

11.10. The price in your order confirmation is fixed. A price change during the contract only applies if we have both agreed it in writing.

11.11. In addition to paragraph 11.1 (second), an interim invoice, an invoice for agreed extra work, or an invoice for any other situation not covered there must be paid within fourteen (14) calendar days of the invoice date.

11.13. We may correct obvious slips in a price quotation, and ask for a deposit. If we correct a price after you have accepted the offer, we will tell you straight away and you may withdraw from the contract if you do not agree to the correction.

11.14. If we take legal action to recover one or more unpaid invoices, you must pay, in addition to the principal sum and the interest and costs referred to in this article, the legal costs the court orders you to pay.

11.15. We may hold back delivery (or future deliveries) under this contract until all amounts due under it have been paid in full.

11.16. As a business customer, you may not withhold or set off payment because of a claim you believe you have against us, unless that claim is undisputed or has been established by a court.

Article 12 – Transport

This article contains the rules on transport of goods.

12.1. Transport is arranged by us and/or a carrier we appoint.

12.2. Transport costs are calculated per delivery; delivery to the UK is quoted with your offer. The delivery date is agreed between us and you, and may depend partly on the schedule of a third-party carrier.

12.3. Waste that does not come from us, our suppliers or subcontractors — such as old windows or building rubble — and that is taken away at your request, is charged to you. We tell you the cost before we take it.

12.4. Delivery to addresses that can only be reached with extra effort may carry a fixed surcharge on the standard rate, to cover the extra costs of delivering there. Any surcharge is stated in your offer.

12.5. We may treat specific requests made known to us before acceptance, for delivery or collection within a very short period, as rush orders, and charge a surcharge on top of the standard transport rate for them.

12.6. If you want delivery at a specific time and told us so before acceptance, we may charge a surcharge. Surcharges are communicated to you in advance wherever possible.

12.7. We may charge separately for costs arising from special unloading times or waiting time at the delivery address, to the extent they are caused by you.

12.8. For a return shipment, you tell the carrier yourself how much loading space or capacity needs to be reserved.

Article 13 – Working hours

This article contains the rules on our working hours.

13.1. All work we carry out takes place within normal working hours: Monday to Friday, 8:00 to 17:00 Dutch time (CET), which is 7:00 to 16:00 UK time.

13.2. At your request, we may depart from these working hours. We are not obliged to agree to such a request.

13.3. If we depart from our working hours, we may charge the additional costs we incur, which include allowances and surcharges due under legislation or regulations, such as a collective labour agreement that applies to us. We tell you the amount before the work is done.

Article 14 – Liability

This article sets out what we are liable for, and where the law does not allow us to limit that liability.

14.1. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence or that of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for defective products under the Consumer Protection Act 1987; for breach of your statutory rights as a consumer; or for anything else that the law does not allow us to exclude or limit (including section 65 of the Consumer Rights Act 2015 and section 2(1) of the Unfair Contract Terms Act 1977).

14.2. If you are a business customer, and subject to paragraph 14.1, our total liability arising from or in connection with the contract is limited to the amounts invoiced or to be invoiced to you under the contract for the work already carried out and the goods and/or services already supplied at the time of the event causing the loss.

14.3. If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the contract or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable. We supply our products for domestic and private use only; if you use them for business purposes, we are not liable to you for loss of profit, loss of business or business interruption. If you are a business customer, we are not liable for indirect or consequential loss, including loss of turnover or profit, except in the case of our wilful misconduct or gross negligence.

14.4. If you are a business customer, claims about services performed or advice given must be made to us in writing within fourteen (14) days of completion of the work concerned. This does not apply to consumers: for you, the statutory limitation periods apply (in England and Wales, generally six years for a claim in contract).

14.5. You indemnify us against claims by third parties to the extent those claims result from a breach of the contract by you or from incorrect information you gave us, such as wrong measurements or wrong information about the building.

14.6. You comply with the laws and regulations that apply to your building work, in particular the Building Regulations. For replacement windows and doors in England, Approved Document L sets limits for the U-value of the whole window or door (Uw). The Uf of a frame profile and the Ug of the glass are not that value: the Uw of the whole unit is stated in your offer. If you are a business customer and we have expressly agreed it, you insure yourself adequately and give us a copy of the policy and proof of premium payment on request.

14.7. If there is a claim, we both cooperate in dealing with it: you report the damage, describe it and provide photos on request. If an insurer asks for further information, we pass on your details only to the extent needed to deal with the claim and allowed under data protection law.

14.8. We supply, we don't install. We are not liable for damage to materials or property during work carried out by others, such as your installer, or for work carried out by others after delivery; your installer and your own insurance cover that. The same applies to people or companies you hire.

14.9. When you approve the quote and/or order confirmation, any purchasing or general terms of other parties do not apply. Our terms prevail unless we have expressly agreed otherwise in writing.

Article 15 – Incidents

This article sets out how incidents are handled.

15.1. If an incident occurs involving our products and/or services, please report it to us straight away.

15.2. An incident means any situation that affects, or may affect, the performance of the order and/or the quality (and result) of the work.

Article 16 – Early termination, ending the contract and suspension (general)

This article sets out the rights and obligations around suspending and ending the contract, including early termination.

16.1. We may suspend performance of our obligations (temporarily) if we have good grounds to fear that you will not, or not in time, perform all or part of your obligations under the contract as a result of a fact or circumstance attributable to you. We will tell you why, and resume as soon as the reason has gone.

16.2. Nothing in these terms takes away your right to end the contract, to have it set aside, or to ask a court to do so, where the law gives you that right.

16.3. Suspension may only be used where the circumstances justify it and it is not disproportionate. Before using it, we first consider a lighter step, such as a reminder or a formal notice, unless an amount is already due and payable.

16.4. As a business customer, you may not suspend payment obligations towards us. As a consumer, you keep any right the law gives you to withhold payment where we have not performed our side of the contract.

16.5. We may end the contract with immediate effect if circumstances arise that make proper performance impossible, or so burdensome that we cannot reasonably be expected to continue the contract unchanged. If we do, we refund what you have paid for goods or services you have not received.

16.6. If you seriously fail to perform obligations under the contract, in a way that justifies ending it, we may end the contract with immediate effect and claim from you the losses reasonably caused to us by your failure.

16.7. If we fail to perform, you may give us written notice setting a reasonable period, given the nature of the contract, for us to put it right. If we do not do so within that period, you may end the contract in whole or in part. If you are a consumer, the remedies in sections 19 to 24 of the Consumer Rights Act 2015 apply in any event and are not limited by points a to c below. If you are a business customer, you may not end the contract if:

a. the failure, given its special nature or minor significance, does not justify ending the contract;

b. no fixed deadline was agreed and no mandatory rule imposes a comparable fixed deadline on us;

c. you want to end the contract as a whole and we have already incurred costs; in that case you may end it for the part not yet performed.

16.8. Please tell us why you are ending the contract (in whole or in part).

16.11. If we suspend, end or terminate the contract lawfully under these terms because of your breach, we are not liable for loss you suffer as a result, and you are liable for the loss your breach causes us.

16.12. Without prejudice to any right the law gives to end a contract early, we may end the contract without further notice if:

a. you are a business customer and stop trading;

b. you are a business customer and a moratorium, administration, company voluntary arrangement or similar procedure is threatened, applied for or in place;

c. a bankruptcy petition is presented or a bankruptcy or winding-up order is made against you, or is threatened.

16.13. Further provisions for business customers (not consumers) are set out in Annex VI.

Article 17 – Cancelling an order

This article sets out the rules on cancelling an order and on special termination.

17.1. Either party may only cancel the contract if the other party is told in good time, and subject to the other provisions of these terms. For consumers, the provisions of Annex II (provisions for consumers) also apply, including any right to cancel.

17.2. "In good time" in the previous paragraph means before we have started performing the contract, in particular before production has started.

17.3. If you cancel, we may charge you the reasonable costs we have actually incurred up to that moment in preparing to perform the contract.

17.4. If you cancel after production has started, you pay the costs we have incurred up to then, including materials ordered specifically for your order that we cannot use elsewhere. We do not charge a fixed percentage of the price.

17.5. If you cancel when your made-to-measure products have already been made, you pay the agreed price, less the costs we save by not delivering (such as transport) and any value we can recover from the products.

17.6. Beyond paragraphs 17.3 to 17.5, we can only claim losses that are a foreseeable result of your cancellation, and we take reasonable steps to keep those losses as low as possible.

17.7. If we agree in writing to cancel the contract, that written agreement sets out what, if anything, either of us still owes the other.

17.8. After cancelling, you are free to order similar work from anyone else.

Article 18 – Hours worked and special charges

This article sets out how hours worked and any additional costs are charged, where work on site has been agreed. We supply, we don't install, so it only applies to work agreed separately in writing.

18.1. We charge for hours worked; travel hours are not charged.

18.2. Overtime hours are charged at the hourly rate stated in your offer.

18.3. If a project makes it sensible for our staff to stay near the site, accommodation costs are for your account. We will always tell you in advance.

18.4. Parking costs we incur are charged to you afterwards.

18.5. Timesheets are offered to you for signature; if no authorised person is present, they are sent by email for signature. Please respond within seven (7) working days. If you are a business customer and do not respond within that period, the timesheet counts as accepted. If you are a consumer, your silence does not count as acceptance; we will remind you before we invoice.

18.6. Call-out costs are included in the quoted price unless agreed otherwise.

Article 19 – Changes to the order and extra work

If a change is necessary or desirable for proper performance of the contract, the following provisions apply.

19.1. Changes needed for proper performance of the contract are agreed between us in good time and, once agreed, recorded in an amended contract, which then becomes part of the existing contract.

19.2. Changes that are necessary by their nature, where waiting for agreement as referred to in the previous paragraph is not possible or would cause damage or serious delay, may be made by us alone. We tell you straight away. If the change increases the price or materially changes what you receive, and you are a consumer, you may end the contract for the part affected without cost.

19.3. In a situation as described in the previous paragraph, we may charge the costs of the resulting extra work at our usual rates, where the change was caused by circumstances for which you are responsible. We tell you the cost before carrying out the extra work wherever possible.

19.4. In addition, loss we suffer in such a situation may be claimed to the extent you are responsible for it.

19.5. Extra work means all (unforeseen) work that is not part of the contract between us, nor of any specification belonging to it, but that is needed, or turns out to be needed, to perform the contract correctly.

Article 20 – Inspection on delivery and reporting defects

This article sets out what to check on delivery and how to report a defect.

20.1. On delivery, please check straight away for damage and defects, and whether what is delivered matches the contract — ideally while the driver is still there: corners, edges, glass and packaging. Note any damage on the delivery note and photograph it.

20.2. Report damage, defects and objections to us in writing at klantenservice@rovenzia.com, with your order number, photos and a short description. A defect that could not have been seen on delivery should be reported as soon as you notice it.

20.3. If you are a consumer, you do not lose any rights if you do not carry out this check. Its purpose is to make damage easy to prove, not to limit your claims. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject goods that do not conform to the contract (section 22).

20.4. If you are a consumer and a fault appears within six months of delivery, it is presumed to have been there on delivery, unless we prove otherwise or that presumption is incompatible with the nature of the goods or the fault (section 19 of the Consumer Rights Act 2015).

20.5. If you or your installer alter or adjust a delivered product, we are not responsible for faults caused by that alteration. Please tell us before attempting a repair yourself, so that the cause of a fault can still be established.

20.6. If you are a business customer, a defect must be reported to us within seven days of discovering it or when it should reasonably have been discovered. If you are a consumer, no such period applies: you can rely on your statutory rights within the statutory limitation periods (in England and Wales, generally six years from delivery).

20.7. Please report defects that were not immediately visible as soon as possible after you notice them, so that we can investigate them on site. There is no deadline after which a fault is deemed to have arisen after delivery.

Article 21 – Use of our property

This article sets out conditions for the use of property we make available to you during performance of the contract — for example a transport rack or reusable packaging that has to be returned.

21.1. You use property hired to you or made available to you only for the agreed purpose and in line with the operating instructions and directions we give. You make sure you know how any equipment works and hold any licence required to operate it.

21.2. You may not move hired or loaned property to a location other than the one agreed without our written consent.

21.3. You may not let third parties use hired or loaned property, make it available to them or sub-let it without our prior written consent.

21.4. You may not alter hired or loaned property in any way, paint it, put stickers on it or otherwise change its appearance without our prior written consent.

21.5. You return hired or loaned property at the agreed time, in the same technical condition and appearance, apart from normal wear and tear.

21.6. You are liable for loss suffered by us and/or a third party as a result of not returning the property on time, to the extent the delay is your responsibility.

21.6. If we have expressly allowed you to alter hired or loaned property, the costs of restoring it to its original condition are for your account, unless agreed otherwise.

Article 22 – Ownership and copyright

This article sets out our retention of title and our copyright.

22.1. Everything we deliver remains our property until it has been paid for in full. Risk passes separately, on delivery (see article 9.6).

22.2. Once a product has been built into your property, it becomes part of it and we will not seek to remove it; from then on our claim is for payment only. We do not take a charge or any other security over your property.

22.3. We retain the rights and powers we have under the Copyright, Designs and Patents Act 1988, in particular in our drawings, quotes and designs.

22.4. You guarantee that no rights of third parties prevent you from making items and/or information available to us.

22.5. You indemnify us against any claim that making such items or information available, or using, processing, installing or incorporating them as you asked, infringes a third party's rights, to the extent the claim concerns material you provided.

22.6. Unless we have made specific agreements, no rights of any kind are transferred.

22.7. For business supplies, the special provisions for business customers (Annex VI) also apply to this article.

Article 23 – Delivery, and installation or building work

This article contains further delivery terms in addition to article 9.

23.1. The delivery time is the period set in the contract within which the goods must be available to you or, if work has (also) been agreed, within which that work must be carried out.

23.2. Delivery times are always approximate, unless expressly agreed otherwise in writing. For deliveries to the UK, your offer states the production time; delivery to the UK is quoted with your offer.

23.3. Unless agreed otherwise, the periods we give are not fixed deadlines. If you are a consumer and we do not deliver within the agreed period, or within 30 days if no period was agreed, section 28 of the Consumer Rights Act 2015 applies: you may set us a further reasonable period and, if we miss that too, treat the contract as at an end and receive a refund. If you are a business customer, you may cancel the part not yet delivered if we exceed the delivery time by more than a reasonable period after you have given us written notice.

23.4. Goods are delivered DAP (Delivered at Place, Incoterms 2020) to the address in your offer, unless agreed otherwise. UK VAT and any import duties are payable by you on delivery.

23.5. We may deliver in parts. If we do, we tell you in advance, and each part delivery may be invoiced separately. Delivery costs are as stated in your offer.

23.6. Minor deviations in size, colour, capacity, shape or packaging, within the tolerances stated in the offer or usual for the product, are not a defect. Deviations beyond that are covered by your statutory rights.

23.7. If installation on site has been agreed separately in writing, the provisions of Annex IV ("Special provisions for delivery and work on site") also apply. We supply, we don't install.

23.8. Even where installation has been agreed, you take the measurements yourself. The windows and doors are made to the sizes you give us; you are responsible for those sizes being correct.

Article 24 – Confidentiality and data protection

This article contains the general provisions on your privacy.

24.1. Each party guarantees that all information received from the other party that it knows, should know or may suspect to be confidential will be kept confidential.

24.2. A party that receives confidential information, or should understand that information is confidential, uses it only for the purpose for which it was provided.

24.3. Information is in any event treated as confidential if one of the parties marks it as such. We are not bound by this where passing information to a third party is required by a court decision, by law, or for the correct performance of the contract.

24.4. We process personal data in line with the UK GDPR, the Data Protection Act 2018 and our privacy statement, which contains further provisions on privacy.

24.5. For business supplies, the special provisions for business customers (Annex VI) also apply to this article.

Article 25 – Resolving disputes and availability of these terms

This article sets out how these terms are made available and how disputes are resolved.

25.1. If a dispute arises, we will both make an effort to settle it amicably, in line with these terms.

25.2. We make these terms available to you before the contract is concluded (article 3). Please read them before you accept the offer.

25.3. If anything in these terms is unclear to you, ask us before accepting the offer; we will answer in writing.

25.4. These terms, together with the annexes, your offer and our order confirmation, govern the whole contractual relationship between you and us ("the parties").

25.5. The terms and annexes that apply are those in force when you accept the offer. We will not change them for an existing contract without your agreement.

Article 26 – Final provisions, governing law and jurisdiction

This article contains the final provisions, the governing law and the courts that have jurisdiction.

26.1. The contract, and any contracts arising from it, are governed by Dutch law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply. If you are a consumer living in the United Kingdom, this choice of law does not deprive you of the protection of the mandatory provisions of the law of the part of the UK where you live (Article 6(2) of the Rome I Regulation, as it applies in the United Kingdom), including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The UK provisions referred to in these terms therefore apply to you, and where they protect you more than Dutch law, they prevail.

26.2. The following annexes are attached to, and form an integral part of, these terms: Annex II – Provisions for consumers; Annex III – Statutory rights and guarantee; Annex IV – Special provisions for delivery and work on site; Annex V – Special provisions for advice; Annex VI – Special provisions for business customers; Annex VII – Service contracts and subscriptions; Annex VIII – Complaints procedure.

26.3. If a provision of these general terms conflicts with a provision of an annex listed in the previous paragraph, the general terms prevail. For consumers, Annex II prevails where it contains an applicable provision, and in any case the provision more favourable to the consumer applies. Where documents of equal rank conflict, the reading that best fits these general terms prevails.

26.4. If you are a consumer, we do not agree any choice of court with you. You can bring a claim against us in the courts of the part of the United Kingdom where you live, and we can bring a claim against you only in those courts. If you are a business customer, the District Court of Oost-Brabant (rechtbank Oost-Brabant), sitting at Eindhoven, the Netherlands, has exclusive jurisdiction over all disputes arising from the contract.

26.5. Nothing in this article takes away a consumer's right to bring a claim in the courts of the part of the United Kingdom where they live, where the law gives them that right. If a provision of these terms is found to be invalid or unenforceable, the rest of the terms remain in force.

Annex II – Provisions for consumers

Article 1 – Who is a consumer

This article sets out who this annex applies to. 1.1. The provisions of this annex (Annex II) apply only to a consumer: an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession (section 2(3) of the Consumer Rights Act 2015). 1.2. If an order is placed with business details, we will assume that it is placed as a business and that this annex does not apply. If it is unclear, we treat you as a consumer: under section 2(4) of the Consumer Rights Act 2015 it is for us to show that you are not.

Article 2 – Contracts for regular supply: term, notice and renewal (consumers)

This article applies only to consumers, and replaces article 10 of the general terms for them.

2.1. You can end a contract for an indefinite period for the regular supply of products or services at any time, in line with the agreed notice rules and with no more than one month's notice.

2.2. You can end a contract for a fixed period for the regular supply of products or services at any time with effect from the end of that period, in line with the agreed notice rules and with no more than one month's notice.

2.3. You can end the contracts referred to in paragraphs 2.1 and 2.2:

a. at any time, without being limited to a particular date or period;

b. at least in the same way as you entered into them;

c. always with the same notice period as we have set for ourselves.

2.4. A contract for a fixed period for the regular supply of products or services is not renewed automatically for another fixed period.

2.5. A contract for a fixed period for the regular supply of products or services may continue automatically for an indefinite period, but only if you can then end it at any time with no more than one month's notice.

2.6. If a contract runs for more than one (1) year, you may end it at any time after one (1) year with no more than one (1) month's notice, unless it would be unreasonable to end it before the end of the agreed term.

Article 3 – Prices and rates (consumers)

This article applies only to consumers, and replaces article 7 of the general terms for them.

3.1. We do not increase the price within three (3) months of the contract being concluded, unless the increase results from legislation or regulations.

3.2. From three (3) months after the contract was concluded, we may only increase the price if the contract allows it and:

a. the increase results from legislation or regulations; or

b. you may end the contract with effect from the day the increase takes effect.

3.3. Prices in GBP, excl. UK VAT and import duties, which are payable on delivery. Deliveries to the United Kingdom are exports from the Netherlands and are invoiced at 0% Dutch VAT; delivery is DAP (Delivered at Place, Incoterms 2020), so UK VAT and any import duties are charged on import and paid by you on delivery.

Article 4 – Certifications (consumers)

This article applies only to consumers and sets out the certifications we provide.

4.1. Where applicable, and where stated to you in your offer:

a. We do not supply air conditioning; the Dutch F-gas certificate for air conditioning installations does not apply to deliveries to the UK;

b. We do not carry out installation work in the UK, so the Dutch contractor safety certification (VCA) does not apply to deliveries to the UK;

c. CE marking of construction products, where it applies: windows and external doors are CE marked by the manufacturer under EN 14351-1, the European product standard for windows and external doors. This is a statement about that CE marking only. We make no statement about which product marking applies in Great Britain, and we do not claim that CE marking meets it.

d. The Dutch Police Label for Secure Housing (Politiekeurmerk Veilig Wonen) is a Dutch scheme. We do not claim it, or any UK security accreditation, for deliveries to the UK. Where your offer states that hardware has been tested to SKG, the Dutch security standard, that is what it means.

Article 5 – Payment (consumers)

This article applies only to consumers, and replaces article 11 of the general terms for them.

5.1. Unless the contract or supplementary terms say otherwise, amounts due must be paid within fourteen (14) days of the start of the cancellation period or, where there is no right to cancel, within fourteen (14) days of the contract being concluded.

5.2. For a contract for services, the period in the previous paragraph starts on the day we confirm the contract.

5.3. When selling products, we may ask for payment in advance as financial security. Where payment in advance has been agreed, no rights can be claimed in respect of carrying out the order or service(s) concerned until that payment has been made.

5.4. We set the amount to be paid in advance, within the limits of the law, and state it in the offer before you accept it.

5.5. You must tell us without delay about any errors in the payment details given or stated.

5.6. If you do not pay on time, we will point this out and give you a reasonable period, of at least fourteen (14) days, to pay. If payment still does not follow, we may claim interest on the amount outstanding, but only to the extent the law allows. If we need legal help to recover the debt, you only pay the costs a court orders you to pay.

5.7. If you have not paid by the end of the period referred to in paragraph 5.6, you are in default.

5.8. Where interest can be claimed under paragraph 5.6, it runs on the amount due from the end of the period referred to in that paragraph until the full outstanding amount is paid.

5.9. We do not charge fixed or percentage-based collection fees to consumers.

5.10. All amounts in the offer and in our other communications to you are in GBP, converted from our euro price at the European Central Bank reference rate of the day and rounded to whole pounds. Prices in GBP, excl. UK VAT and import duties, which are payable on delivery.

5.11. The price in your order confirmation is fixed; article 3 of this annex sets out the only cases in which it can change.

5.12. An (interim) invoice, an invoice for agreed extra work or an invoice for any other situation must be paid within fourteen (14) calendar days of the invoice date.

5.13. We may correct obvious slips and spelling errors in a price quotation, or ask for a deposit after all. If we correct a price after you have accepted the offer, we will tell you straight away and you may withdraw from the contract without cost if you do not agree to the correction.

5.14. If we take legal action to recover one or more unpaid invoices, you must pay, in addition to the principal sum and the interest referred to in this article, the legal costs the court orders you to pay.

5.15. We may hold back delivery under this contract until the amounts due under it have been paid in full. We will tell you in advance.

5.16. You keep any right the law gives you to withhold payment, or to set off an amount we owe you, where we have not performed our side of the contract.

Article 6 – Right to cancel a distance contract (consumers)

This article applies only to consumers, and replaces article 5 of the general terms for them. It describes the right to cancel under the Consumer Contracts Regulations, where that right applies. Read it together with article 7: windows and doors made to your measurements are excluded from it.

6.1. You can cancel a contract to buy a product within a cancellation period of fourteen (14) days without giving a reason. We may ask you why you are cancelling, but you do not have to tell us.

6.2. The cancellation period ends fourteen days after the day on which you, or a third party you have named who is not the carrier, take physical possession of the product, or:

a. if you ordered several products in one order and they are delivered separately: fourteen days after the day on which you, or a third party you have named, take physical possession of the last product. Provided we told you clearly before you ordered, we may refuse an order of several products with different delivery times.

b. if a product is delivered in several lots or pieces: fourteen days after the day on which you, or a third party you have named, take physical possession of the last lot or piece;

c. for contracts for the regular supply of products over a set period: fourteen days after the day on which you, or a third party you have named, take physical possession of the first product.

6.3. You can cancel a contract for services, and a contract for digital content not supplied on a tangible medium, within fourteen (14) days without giving a reason. We may ask you why you are cancelling, but you do not have to tell us.

6.4. For the contracts in the previous paragraph, the cancellation period ends fourteen days after the day the contract is concluded.

6.5. If we have not given you the information on the right to cancel required by law, the cancellation period is extended and ends twelve months after the end of the original cancellation period set out in the previous paragraphs of this article.

6.6. If we give you that information within twelve (12) months of the day the original cancellation period started, the cancellation period ends fourteen (14) days after the day on which you receive it.

6.7. During the cancellation period, handle the product and its packaging with care. Only unpack or use the product as far as needed to establish its nature, characteristics and functioning — as you would be able to in a shop.

6.8. You are liable for any reduction in the value of the product resulting from handling it beyond what is allowed under the previous paragraph. That does not apply if we did not give you the required information on the right to cancel.

6.9. If you exercise your right to cancel, tell us within the cancellation period, using the model cancellation form or any other clear statement.

6.10. As soon as possible, and no later than fourteen (14) days after the day after you told us as referred to in the previous paragraph, send the product back to us or hand it over to us (or someone authorised by us).

6.11. Send your cancellation to: Talvron B.V., trading as Rovenzia, Merlenbergseweg 22, 5754 AX Deurne, the Netherlands, or by email to klantenservice@rovenzia.com. It is enough that you send it before the cancellation period ends.

6.12. You have met the return deadline if you send the product back before the fourteen days referred to in paragraph 6.10 have passed. You do not need to send it back if we have offered to collect it ourselves.

6.13. Return the goods with all accessories supplied, in their original condition and packaging where reasonably possible, and in line with any reasonable and clear instructions we give. The original packaging is not a condition for your cancellation to be valid.

6.14. It is for you to show that you exercised the right to cancel correctly and in time, so keep proof of sending or the email you sent. We will confirm receipt of your cancellation without delay.

6.15. You pay the direct cost of returning the product. Windows and doors cannot normally be returned by post; the estimated maximum cost of returning the goods is stated in your offer. Remember that goods made to your specifications cannot be cancelled under the Regulations at all (regulation 28(1)(b) of the Consumer Contracts Regulations 2013, article 7.1.4 of this annex), and that covers almost everything we sell.

6.16. If you cancel after first expressly asking us to start providing a service during the cancellation period, you must pay us an amount in proportion to what we have provided up to the moment you told us you were cancelling, compared with the full performance of the contract.

6.17. You pay nothing for a service provided during the cancellation period if:

a. we did not give you the information required by law on the right to cancel, the payment due on cancellation, or the model cancellation form; or

b. you did not expressly ask us to start providing the service during the cancellation period.

6.18. You pay nothing for digital content not supplied on a tangible medium, supplied in whole or in part during the cancellation period, if:

a. you did not expressly consent, before it was supplied, to us starting to supply it before the end of the cancellation period;

b. you did not acknowledge that you would lose your right to cancel by giving that consent; or

c. we failed to confirm your consent and acknowledgement.

6.19. If you exercise your right to cancel, any ancillary contracts end automatically (regulation 38 of the Consumer Contracts Regulations).

6.20. If you chose a more expensive method of delivery than the cheapest standard delivery we offered, we do not have to refund the extra cost of that method. We refund everything else you paid, including standard delivery costs, without undue delay and no later than fourteen days after we receive the goods back or you provide evidence of having sent them, whichever is earlier, using the same means of payment unless we agree otherwise.

6.21. The exceptions to the right to cancel are set out in the next article.

Article 7 – Exceptions to the right to cancel (consumers)

This article applies only to consumers, and replaces article 5 of the general terms for them.

7.1. The following products and services are excluded from the right to cancel. Where the exclusion depends on us, it only applies if we stated it clearly in the offer, or in any event in good time before the contract was concluded:

7.1.1. Products or services whose price depends on fluctuations in the financial market that we cannot control and that may occur during the cancellation period;

7.1.2. Contracts concluded at a public auction: a method of sale in which products and/or services are offered by the trader to consumers who attend or are given the possibility to attend in person, run by an auctioneer, where the successful bidder is bound to buy the products and/or services;

7.1.3. Contracts for services, after the service has been fully performed, but only if:

a. performance started with your express prior consent; and

b. you acknowledged that you would lose your right to cancel once we had fully performed the contract;

7.1.4. Goods made to your specifications or clearly personalised (regulation 28(1)(b) of the Consumer Contracts Regulations). This covers almost everything we sell: windows and doors made to your measurements, with the profile, colour, glazing and hardware you chose. Once the contract has been concluded, you cannot cancel it under the Regulations. Your rights if goods are faulty or not as described are not affected;

7.1.5. Sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery;

7.1.6. Goods which, after delivery, are by their nature inseparably mixed with other items;

7.1.7. Sealed computer software that has been unsealed after delivery;

Article 8 – Complaints (consumers)

This article applies only to consumers.

8.1. We have a complaints procedure that is made known to you, and we handle complaints in line with it. The procedure is set out in Annex VIII.

8.2. Complaints about the performance of the contract should be submitted to us, fully and clearly described, within a reasonable time after you notice the problem. A late complaint does not take away your statutory rights.

8.3. We answer complaints within fourteen (14) days of receiving them. If a complaint will foreseeably take longer to deal with, we reply within those fourteen (14) days with an acknowledgement and an indication of when you can expect a full answer.

Annex III – Statutory rights and guarantee

Article 1 – The right to a remedy

This article sets out the kinds of protection there are and who can rely on them.

1.1. The statutory consumer rights apply only to an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession;

1.2. If an order is placed with business details, we will assume that it is placed as a business and that the statutory consumer rights do not apply, unless it is clear that you are buying as a consumer (see Annex II, article 1).

1.3. Any customer can buy an additional (commercial) guarantee from us at extra cost, but only before the contract is concluded.

Article 2 – Your statutory rights as a consumer

This article sets out how your statutory rights as a consumer relate to our guarantee.

2.1. As a consumer, you always have the rights that consumer law gives you, including, but not limited to, your rights in respect of goods that do not conform to the contract: goods must be of satisfactory quality, fit for purpose and as described (sections 9 to 11 of the Consumer Rights Act 2015). Those rights concern the goods as delivered. They do not cover damage caused after delivery by something outside our control, such as incorrect fitting, misuse or accidental damage.

2.2. Any additional (commercial) guarantee from us never replaces your rights under consumer law; it only adds to them.

2.3. If a product has a fault, you can always rely on your rights under the consumer law of the United Kingdom, in particular the Consumer Rights Act 2015: repair or replacement, a price reduction, or rejecting the goods for a refund, within the limits that Act sets.

2.4. If you have bought an additional (commercial) guarantee from us, you decide yourself whether to claim under that guarantee or under your statutory rights.

2.5. The following articles of Annex III on the additional commercial guarantee, apart from article 6, never apply to claims under consumer law.

2.6. Article 6 of these guarantee terms (Annex III) also applies to your statutory rights as a consumer, but only to the extent it does not limit them.

Article 3 – Additional commercial guarantee

This article sets out the rules for additional commercial guarantees.

3.1. If you bought an additional (commercial) guarantee before the contract was concluded, we confirm it in writing as part of the order, stating what it covers, how long it runs and how to make a claim.

3.2. If an additional guarantee has been taken out, we (or our legal successor) guarantee that the product or products are free from defects in materials and workmanship when used in line with the specifications and other published guidance for the product, for a period of six (6) months from the original date of purchase by the original customer.

3.3. If an additional guarantee has been taken out, we (or our legal successor) guarantee that the result of services supplied meets market standards and will show no defects, for a period of three (3) months from the original completion date to the original customer.

3.4. All claims under an additional (commercial) guarantee are subject to the conditions set out in this annex.

Article 4 – What the additional commercial guarantee does not cover

This article sets out the exceptions to the additional commercial guarantee. They do not affect your statutory rights.

4.1. The additional commercial guarantee does not apply to third-party products, even if they are supplied or sold together with our products.

4.2. For products that do not carry our brand, the manufacturer's guarantee may apply, which gives benefits in addition to consumer law.

4.3. The additional commercial guarantee does not apply:

a. to consumable parts, such as batteries or protective coatings, that wear naturally over time, unless the failure is due to a defect in materials or workmanship;

b. to cosmetic damage, including but not limited to scratches, dents and broken plastic, unless the failure is due to a defect in materials or workmanship;

c. to damage caused by use with a third-party part or product that does not meet our product specifications;

d. to damage caused by accident, incorrect use, misuse, contact with liquids, fire, earthquake or any other external cause;

e. to damage caused by not using the product in line with the user manual, the technical specifications or other published guidance for the product;

f. to damage caused by service (including maintenance) carried out by anyone who is not one of our staff;

g. to products altered without our written consent to change their functionality or capabilities;

h. to damage resulting from natural wear or otherwise due to normal ageing;

i. to any damage caused by external factors;

Article 5 – Your responsibilities and making a guarantee claim

This article sets out the conditions of the additional (commercial) guarantee.

5.1. Never open a delivered product unless the user manual describes how to open it. Opening a delivered product can cause damage that is not covered by the additional (commercial) guarantee.

5.2. Under the additional (commercial) guarantee, service and maintenance may only be carried out by us. Faults caused by service and maintenance by a third party are not covered by the additional (commercial) guarantee.

5.3. If you make a claim under the additional (commercial) guarantee during its guarantee period, we may, at our discretion, do (or have done) one of the following:

a. repair the product, using new or previously used parts that have been tested and meet our functional requirements; or

b. replace the product with a replacement product of the same model (or, with your agreement, a product with the same or substantially similar functions as the original, such as another model with the same functions or the same model in another colour) that is new or built from new and/or previously used parts, and that has been tested and meets our functional requirements; or

c. refund the purchase price in exchange for return of the product.

5.4. When a product or part is replaced or refunded, the replacement product or part becomes your property and the replaced or refunded product or part becomes ours.

5.5. A replacement part or product, or a repaired product, is covered by the additional (commercial) guarantee only for the remainder of its guarantee period.

Article 6 – Limits on liability under all guarantees

This article sets out the limits on our liability in connection with guarantees.

6.1. Apart from your statutory rights described at the start of this annex, no guarantees, conditions or other terms apply other than those described in these guarantee terms.

6.2. Guarantees, conditions and other terms that cannot be excluded by law apply in full. For consumers, the statutory rights under the Consumer Rights Act 2015 are not limited to the period of the additional (commercial) guarantee in article 3 (section 31 of that Act). For business customers, terms implied by law apply to the extent they have not been excluded in line with the Unfair Contract Terms Act 1977.

6.3. To the extent the law allows, our maximum liability arising from or in connection with the additional (commercial) guarantee, whether in contract, tort (including negligence) or otherwise, in respect of carrying out or intending to carry out a claim under that guarantee, is limited to providing what the guarantee promises.

6.4. If you are a business customer, we are never liable, in dealing with a claim, for:

a. loss of profit; or

b. loss of goods; or

c. loss of anticipated savings; or

d. special, indirect or consequential loss, or pure economic loss, costs, damage or expenses.

6.5. The previous paragraph does not apply to consumers (for them, article 14.3 of the general terms applies), nor to claims that by law cannot be limited or excluded.

Annex IV – Special provisions for delivery and work on site

Article 1 – Special requirements for delivery and work on site

This article sets out what you need to arrange for delivery at your address and, where it has been agreed separately in writing, for work on site. We supply, we don't install.

1.1. Any equipment needed for work agreed on site is calculated and put in place by us.

1.2. For reasons of safety, standards and qualifications, we always reserve the right to have equipment forming part of the site set up only by our own staff or by staff we hire.

1.3. For planning reasons, you can move an appointment up to fourteen (14) days beforehand.

1.4. You must give us in writing, no later than fourteen (14) days before the work starts, all information we have said we need to carry out the work correctly, or that you should understand may reasonably be needed. The information you provide must be complete and correct.

1.5. The work area must be clean and level for at least three (3) metres from the facade, and facades and roofs must be free of obstacles that could prevent the work being carried out correctly. The work area must also be clear of furniture and belongings for three (3) metres, and belongings outside that radius must be adequately covered by you to prevent damage. The same applies to the route to the work area, which must also be free of obstacles.

1.6. We assume that the work can be carried out without hindrance on working days within the working hours in article 13. If that is not possible for any reason, please tell us before placing the order.

1.7. You must give us sufficient opportunity and a place to unload products and/or building materials, unless we have agreed otherwise.

1.8. We usually need fourteen (14) days to prepare for the work.

1.9. We must have access to the designated site at all times to carry out the order correctly. Damage to materials and/or belongings resulting from the work area (and routes to it) not being kept clear is at your risk, to the extent it is caused by that.

1.10. [Not used.]

1.11. For business supplies, article 1 paragraphs 2, 3 and 4 of the special provisions for business customers (Annex VI) also apply to this article.

Annex V – Special provisions for advice

Article 1 – Special provisions for advice

This article sets out what you can expect from advice we give.

1.1. We base our advice on the information and wishes you give us.

1.2. You must give us, without restriction, all information and wishes that you know, or should know, are needed for correct advice.

1.3. We have no control over environmental factors, which can affect the outcome of our advice positively or negatively.

1.4. We are responsible for giving our advice with reasonable care and skill, subject to the rest of these terms. When you accept our advice and quotes, you take responsibility for the correctness of the choices you make and the information you provide on which the advice and/or quote is based.

1.5. Advice on energy performance is always based on the actual situation as you have described it to us, and is an indication and a snapshot. Where we give insulation values, they are the values stated — Uf for the frame profile and Ug for the glass. Neither is the U-value of the whole window or door (Uw) that Approved Document L asks for; the Uw of the whole unit is stated in your offer.

1.6. Any later change in the actual situation (including environmental factors), and changes you make afterwards, can have a positive or negative effect on the outcome of our advice. We are therefore not liable for results or savings, estimated earlier by us, that are not achieved because of such changes. This does not affect our responsibility for a lack of reasonable care and skill in the advice itself.

1.7. It is your responsibility to tell us in good time about changes to the actual situation that may affect advice already given, so that we can establish (at extra cost if applicable) whether, and if so how, the change affects that advice.

Annex VI – Special provisions for business customers

Article 1 – Special provisions for supplies to a business customer

This annex sets out the special (additional) provisions for supplying products and/or services to a business customer. It does not apply to consumers.

1.1. After carefully weighing the interests involved, we may suspend performance of all obligations, including handing over and delivering goods to you or third parties, until all amounts due from you have been paid in full.

1.2. If work is to be carried out at your premises, you guarantee a suitable workplace that complies with health and safety legislation, including the Health and Safety at Work etc. Act 1974 and the regulations made under it, and with other applicable rules on working conditions.

1.3. You make sure that we are provided with a safe workspace and other facilities that we consider necessary or useful to carry out the order and that meet all (legal) requirements that apply to them.

1.4. With regard to the workspace and facilities provided, you ensure continuity, including through adequate safety and control procedures. We will also apply our own procedures when we use them.

1.3. You will not hire or approach any staff involved in carrying out the order to work for you, temporarily or otherwise, directly or indirectly, or to work for your benefit, as an employee or otherwise, during the contract or any extension of it and in any event for at least twelve (12) months after completion.

1.4. We commit to you only to carry out the order as described, and for the duration set out, in the quote and the written agreement that follows it.

1.5. We carry out the agreed order to the best of our ability, using our own judgement and under our own responsibility, independently. Questions asked by you or on your behalf are answered on the basis of our own expertise and specialism; you have no authority over us in this respect.

1.6. We plan the work (and deliveries) ourselves. Where needed for the work, we coordinate with you when working together with others, so that this goes as smoothly as possible. Where necessary for the work, we follow your working hours.

1.7. You give us all authority and information needed to carry out the order properly.

1.8. You may give directions and instructions about the intended purpose of the order, as long as they do not concern the way the order is carried out.

1.9. We are expressly under no obligation to follow other rules within your organisation, such as working hours, complaints procedures, leave arrangements, codes of conduct and other provisions.

1.10. The order ends automatically when the agreed term (including any extensions) has expired, by mutual agreement, or when the agreed work has been fully completed.

1.11. The order may be ended early by mutual agreement.

1.12. The order may be ended for (persistent) failure to perform for which a party is responsible, where an obligation has fallen due and the party in breach, after a formal notice where required, has failed to perform.

1.13. Costs not expressly included in our offer (the quote) are not included.

1.14. Where carrying out the order requires it, we use our own resources, supplies and materials. Where your resources, supplies or materials are needed to carry out the order, you do not charge us for them.

1.15. If there is a (persistent) failure to perform for which you are responsible, you must compensate us for any loss resulting from it.

1.16. If you end the order early, you must also compensate us for any loss reasonably resulting from it.

1.17. During the order, and after it ends, both parties keep strictly confidential all information obtained in or in connection with the order, the work for you and/or your clients, and their organisations, unless disclosure is part of the normal performance of the order. Neither party will act in a way that could discredit the other or harm the other's interests, and neither party will speak negatively about the other to third parties.

1.18. To the extent applicable and unless agreed otherwise, we hold the current and future intellectual property rights, and related rights, arising from our work. We give you the right to use the results of our work for the purpose for which the work was carried out.

1.19. We may use your word or figurative mark, or other intellectual property rights, for advertising, promotional and/or acquisition purposes, but must remove them at your first request.

1.20. The rights and obligations arising from the contract between the parties cannot be transferred, unless provided otherwise or unless the party requesting the transfer has the other party's consent.

1.21. You maintain adequate public liability insurance and, where needed, professional indemnity insurance for all risks connected with carrying out the order.

Annex VII – Service contracts (subscriptions)

Article 1 – Rates

This article sets out the provisions that apply to contracts for regular supply.

1.1. All costs of carrying out a service contract and/or subscription are included in the stated price, unless the terms expressly say otherwise or we have agreed otherwise.

1.2. We may change rates and the frequency of a service, but we tell you in writing in reasonable time before the change takes effect, and you may end the contract before then without cost. If we stop offering a service contract or subscription, we refund any amount you paid in advance for the period not provided.

1.3. We may adjust the rates if you choose to change your (service) subscription.

Article 2 – Payment for contracts for regular supply

This article sets out the provisions on payment for contracts for regular supply.

2.1. Unless expressly stated otherwise, (service) subscriptions are paid through our online payment portal.

2.2. For online or card payments, you are passed on to an external payment provider. By using that provider's services, you agree to its terms for the payment service.

2.3. If a payment cannot be collected, it is treated as not made. The costs reasonably incurred in collecting a failed payment again are for your account, unless the failure was our fault.

2.4. Offering several payment methods does not mean that we guarantee the payment system will work without faults, interruptions or errors. We are not liable for faults in a third-party payment system outside our control. This does not affect our liability for our own failures.

2.5. If you, as a consumer, have a right to cancel and exercise it, articles 6 and 7 of Annex II also apply.

2.6. All periods for contracts for regular supply are the same as the periods stated in the general terms.

Article 3 – Term of contracts for regular supply

This article sets out the provisions on the term of contracts for regular supply.

3.1. (Service) subscriptions run for a fixed term, an indefinite term, or a minimum term.

3.2. For business customers, (service) subscriptions are renewed automatically, to the extent the law allows, for the same term and at the rate that applies at the time of renewal; we remind you before the renewal date. For consumers, article 2 of Annex II (provisions for consumers) applies.

Annex VIII – Complaints procedure

Article 1 – General

This article contains the general provisions on complaints.

1.1. This internal complaints procedure is public. Its purpose is to deal proactively with complaints and expressions of dissatisfaction, or anything that can reasonably be seen as such, with the aim of finding a suitable solution.

Article 2 – Exceptions

This article sets out the exceptions to this complaints procedure (Annex VIII).

2.1. This complaints procedure is not intended to prevent suspension and/or termination resulting from unpaid invoices.

2.2. This complaints procedure does not apply to complaints about a third party you engaged yourself, or one we engaged with your consent — such as your installer.

Article 3 – Using the complaints procedure

This article sets out how to use this complaints procedure (Annex VIII).

3.1. If you are not satisfied, you can make your complaint known under this internal complaints procedure, by email to klantenservice@rovenzia.com. We take the complaint up straight away. We aim to deal with it within two (2) weeks, but sometimes it takes longer; if so, we will tell you in good time.

3.2. Our general terms also apply to this complaints procedure.

Article 4 – Time limits

This article sets out the time limits for using this complaints procedure (Annex VIII).

4.1. Any expression of dissatisfaction about our products and/or services, oral or written, that can reasonably be seen as a complaint should be submitted under this procedure within one (1) month of the day on which you became aware, or could reasonably have become aware, of the act or omission that gave rise to it. This time limit applies only to this internal procedure; it does not affect your statutory rights or your right to go to court.

4.2. If that time limit is exceeded, please explain why the complaint could not reasonably have been made earlier. We will then decide whether to take it up under this procedure after all.

Article 5 – Procedure

This article sets out how the procedure under this complaints procedure (Annex VIII) runs.

5.1. When you contact us with a complaint in any way, the member of staff and/or third party (engaged by us) involved is also informed.

5.2. The member of staff and/or third party (engaged by us) involved always first tries to find a solution together with you, and makes sure the complaint is handled properly in line with this complaints procedure.

5.3. You are told of the decision on the complaint without delay.

Article 6 – Confidentiality

This article sets out the rules on confidentiality within this complaints procedure (Annex VIII).

6.1. Confidentiality must be guaranteed in all circumstances. The decision on the complaint is therefore communicated only to you.

6.2. Both parties keep confidential the handling of the complaint and its content until there is a final decision.

6.3. A party that breaches this confidentiality may be liable for the loss it causes the other party.

Article 7 – The decision

This article sets out the rules on the decision under this complaints procedure (Annex VIII).

7.1. We aim to decide on the complaint within two (2) weeks.

7.2. You receive a summary of your complaint. If the complaint is resolved to your satisfaction, the complaint and its solution may be recorded anonymously. We may use such records to improve our service.

Article 8 – If you are not satisfied with the decision

This article sets out what you can do if you are not satisfied with the decision under this complaints procedure (Annex VIII).

8.1. If the complaint has not been resolved to your (full) satisfaction, you can in principle take it, at your own cost and risk:

a. to an alternative dispute resolution (ADR) body. We are not obliged to, and are not willing to, take part in alternative dispute resolution (ADR) proceedings before a consumer ADR body, so this route is not open for complaints against us;

b. to a court, as set out in article 26 of the general terms.

Article 9 – Costs

This article sets out the costs of this complaints procedure (Annex VIII).

9.1. Handling a complaint under this internal complaints procedure costs you nothing, unless you engage a third party yourself.

9.2. A complaint does not in itself suspend payment deadlines, and the complaints procedure is not a way of extending them. This does not affect any right a consumer has to withhold payment where we have not performed (Annex II, article 5.16).

9.3. If a complaint cannot be resolved under the internal complaints procedure, third-party bodies may charge costs for handling it, and a court may order the losing party to pay the costs of proceedings.

9.4. If you choose to be assisted by a third party during the procedure, those costs are not reimbursed.

Article 10 – Outcomes

This article sets out the possible outcomes of this complaints procedure (Annex VIII).

10.1. If a complaint is found to be (partly) justified, we consult each other on a suitable solution, with the aim of agreeing a plan to resolve the complaint.

10.2. If a complaint is found to be unjustified, you are told the reasons.

10.3. The same or a similar complaint cannot be submitted again and again under this procedure. This does not affect your right to go to court.

Article 11 – Reasons

This article sets out the provisions on giving reasons under this complaints procedure (Annex VIII).

11.1. After making a decision, we must give reasons for that (final) decision.

11.2. The reasons may be brief, but we aim to explain in full.

Article 12 – Scope

This article sets out the scope of this complaints procedure (Annex VIII).

12.1. A complaint about this complaints procedure itself is, in principle, also handled under this complaints procedure.

12.2. Disputes about the handling of a complaint, or about this complaints procedure itself, are governed by Dutch law, as set out in article 26.1 of the general terms; the CISG does not apply. If you are a consumer living in the United Kingdom, that choice of law does not deprive you of the protection of the mandatory provisions of the law of the part of the UK where you live (Article 6(2) of the Rome I Regulation), including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

12.3. No choice of court applies to consumers. If you are a consumer, you can bring a claim against us in the courts of the part of the United Kingdom where you live, and we can bring a claim against you only in those courts. For business customers, the District Court of Oost-Brabant, sitting at Eindhoven, the Netherlands, has exclusive jurisdiction, as set out in article 26.4 of the general terms.

Last updated: 24-09-2026