General Terms and Conditions
of Service Delivery 



  1. Definitions and scope
  2. Offer and order
  3. Payment
  4. Price
  5. Time Limits
  6. Right of withdrawal
  7. Cancellation of the order
  8. Execution of the order
  9. Receipt of the order and complaint
  10. Intellectual property
  11. Warranty for services delivered
  12. Liability
  13. Internet and new technologies
  14. Miscellaneous provisions

Definitions and scope

The terms and conditions of service delivery, hereinafter referred to as "the terms and conditions" are applicable to all orders placed with Qrama NV, whose registered office is located at Oktrooiplein 1 b 201, 9000 Ghent, registered with the Crossroads Bank for Enterprises under
number BE0660.556.043, hereinafter referred to as "the service provider". 

The present terms and conditions form the contract binding the service provider and the customer. The service provider and the customer are hereinafter commonly referred to as "the parties".

The "customer" is any natural or legal person who orders service(s) from the service provider. The "consumer" is the customer, natural person, who acts for purposes that do not fall within the scope of his commercial, industrial, craft or liberal activity.

The present terms and conditions are the only ones applicable. In any case, they exclude the general or particular conditions of the customer that the service provider would not have expressly accepted in writing.

The terms and conditions are freely accessible at any time on the website of the service provider:", so that by placing an order with him, the customer declares to have read these terms and conditions and confirms his acceptance of the rights and obligations relating thereto.

The service provider reserves the right to modify these terms and conditions at any time and without prior notice, provided that these modifications appear on its website. These changes will apply to all previous service orders.

Offer and order

To place an order, the customer chooses the service(s) he wishes to order and informs the service provider by phone, mail, email or by way of an online form (if possible).

The service provider draws up a purchase order and can ask for a down payment if necessary. The purchase order contains a reference to the applicability of these terms and conditions and reminds the customer-consumer that he has a right of withdrawal.

The customer has to check whether or not the purchase order is correct and immidiately notify the service provider when it's not.

The customer then has to accept and return the purchase order signed to the service provider to confirm the order.

The service provider reserves the right to suspend, cancel or refuse the order of a customer, in particular in the case where the data communicated by the customer prove manifestly erroneous or incomplete or when there is a dispute relating to the payment of a previous order.

In case of cancellation of the order by the customer after its acceptance by the service provider, for any reason whatsoever, except in cases of force majeure, a sum equivalent to 30% of the price of the order will be acquired from the service provider and invoiced to the customer, as damages.


Invoices are due in the currency of the invoice at the legal seat of the service provider, at the latest thirty (30) days after the invoice date.

All complaints with regard to an invoice have to be notified by writing and registered mail at the legal seat of the service provider, at the latest eight (8) calendar days after having received the invoice. After that, the customer can not contest the invoice anymore.

Unpaid invoices result in, as of right and without formal notice or, an interest of late payments of 8% per year for customers and what's provided in the law of 2 August 2002 on late payments in
commercial transactions.

In addition, any unpaid invoice at the due date will be increased by 15% of the total amount as damages, as of right and without formal notice.


The price of the service(s) is indicated in Euro, excluding taxes.

Any increase in VAT (Value Added Tax) or any new tax imposed between the time of the order and the time of delivery will be automatically charged to the customer.

Time Limits

Unless expressly agreed otherwise in writing by the service provider, the execution periods mentioned in the special conditions are not time limits. The service provider can only be held liable if the delay is significant and if it is attributable to him because of his gross negligence.

The customer shall not be entitled to invoke execution periods to demand cancellation of the contract, to claim damages or to assert any other claim, unless otherwise stipulated in writing and expressly accepted by the service provider.

In case of delay exceeding thirty working days, the customer must send a formal notice by registered mail to the service provider, who may then benefit from 50% of the time prescribed to execute the service(s) ordered.

Right of withdrawal

In accordance with article VI.47 of the Code of Economic Law, the consumer who orders services remotely from the service provider has a period of 14 calendar days from the date of the conclusion of the contract, this is the date where the consumer received an overview of the order.

Where this period expires on a Saturday, Sunday or public holiday, it is extended to the first following working day.

The consumer can notify his will to renounce to the purchase, by means of the form of withdrawal put on line on the Website of the service provider, by means of the form transmitted with the purchase order or available on the site of the FPS Economy, S.M.E., Self-employed and Energy:, or by an unambiguous statement stating its decision to withdraw from the contract.

The service provider will return the amount paid as soon as possible and at the latest within 14 days from the return of the products.

A consumer who accepts that the service is delivered before the period of 14 has expired, acknowledges that he therefore loses his right of withdrawal, as stated in article 53 of Book VI of the Code of Economic Law.

Similarly, the consumer may not exercise the right of withdrawal if he is in the case of one of the other exceptions referred to in Article 53 of Book VI of the Code of Economic Law.

Cancellation of the order

The customer who doesn't qualify to profit from the right of withdrawal described in the preceding article of these terms and conditions and who wishes to cancel his order informs the service provider who will inform him about the steps to be followed.

Any deposit paid by the customer to the service provider will not be refunded. If no deposit has been paid, the service provider may claim from the customer a cancellation fee equivalent to 30% of the price of the service(s) whose order has been cancelled by the customer.

Execution of the order

Execution times indicated by the service provider are provided for information purposes only and are not binding on the service provider. A delay in the execution of the order can therefore in no case give rise to any compensation, termination of the contract, suspension of the customer's obligations, or payment of damages.

The order is delivered to the customer only after its complete payment.

Receipt of the order and complaint

Any complaint must be made in writing, within 7 days after execution of the order. Otherwise, they cannot be taken into account and the customer will be deemed to have definitively accepted the order.

If a complaint proves to be justified, the service provider will have the choice between replacing or refunding the price of the service(s) concerned.

Intellectual property

The information, logos, drawings, trademarks, models, slogans, graphic charts, etc., accessible through the service provider's website or catalogue are protected by intellectual property rights.

Unless expressly agreed otherwise in advance, the client is not authorized to modify, reproduce, rent, borrow, sell, distribute or create derivative works based in whole or in part on the elements present on the service provider's website or catalogue.

Unless expressly agreed otherwise, the agreed price therefore does not include any transfer of intellectual and/or industrial property rights for any title whatsoever.

Warranty for services delivered

The service provider will deliver the services like a reasonable person.

The client has a warranty of conformity for the delivered services like initially ordered. In case there's non-conformity during this period, the service provider will resolve these problems provided they were notified in due time and form.

The warranty is not applicable for non-conformity as a result of non-authorised changes or uses or an error of manipulation of the customer.

The service provider expressely states that the elements protected by intellectual property rights are original creations. In case third parties were involved in the creation, the service provider states that he got the rights and authorisations to deliver the service. As a result, the service provider warrants the customer from any claim from a third party with regards to an intellectual property right or for unfair competition on (a part) of the services delivered.


General information. The customer acknowledges and accepts that all obligations to which the service provider is liable are exclusively of means and that he is only liable for his fraud and gross negligence.

In the event that the customer demonstrates the existence of gross negligence or fraud on the part of the service provider, the loss for which the customer can claim compensation includes only the material damage directly resulting from the fault attributed to the service provider to the exclusion of any other damage and may not, in any event, exceed 75% (excluding taxes) of the amount actually paid by the customer in execution of the order.

The customer also acknowledges that the service provider is not liable for any direct or indirect damage caused by the products or services delivered, such as loss of profit, increase in overheads, loss of customers, etc.

The service provider is also not liable in the event of communication of incorrect data by the customer, or in the event of an order placed on his behalf by a third party.

Finally, it is the customer's responsibility to inquire about any restrictions or customs duties imposed by his country on the products or services ordered. The service provider can therefore not be held liable if the customer has to face any additional restriction or tax to pay because of the policy adopted by his country in this matter.

Materials. If the customer imposes a process or materials of a certain quality, origin or type on the service provider, despite the written and reasoned reservations of the service provider, the latter shall be relieved of any liability for defects resulting from the choice of said process or materials.

Internet and new technologies

The customer acknowledges the restrictions and risks associated with the use of the internet or any other means by which the website is currently or will in the future be made available. The customer also acknowledges the risks of storing and transmitting information digitally or electronically.

The customer accepts that the service provider cannot be held liable for any damage caused by the use of the website (as well as any applications) of the service provider or the internet, following the aforementioned risks.

The customer further accepts that electronic communications exchanged and backups made by the service provider may serve as proof.

Miscellaneous provisions

Force majeure or fortuitous events. The service provider cannot be held liable, either contractually or extracontractually, in the event of temporary or definitive non-performance of its obligations where such non-performance results from force majeure or fortuitous circumstances.
In particular, the following events will be considered as cases of force majeure or fortuitous events:
1) the total or partial loss or destruction of the service providers computer system or database when any of these events cannot reasonably be attributed directly to the service provider and it is not demonstrated that the service provider failed to take reasonable measures to prevent any of these events,
2) earthquakes,
3) fires,
4) floods,
5) epidemics,
6) acts of war or terrorism,
7) declared or undeclared strikes,
8) lockouts,
9) blockades,
10) insurrections and riots,
11) a shutdown of energy supply (such as electricity),
12) a failure of the internet or data storage system,
13) a failure of the telecommunications network,
14) a loss of connectivity to the internet or telecommunications network on which the service provider depends,
15) a fact or decision of a third party where such decision affects the proper performance of this contract or
16) any other cause beyond the reasonable control of the service provider.

Unforeseeability. If, due to circumstances beyond the service provider's control, the performance of its obligations cannot be continued or is simply made more onerous or difficult, the service provider and the customer undertake to negotiate in good faith an adaptation of the contractual conditions within a reasonable time in order to restore their balance. Failing agreement within a reasonable time, either party may invoke the termination of the contractual relationship between them without compensation or indemnity of any kind.

Termination of the contract. In the event of insolvency of the customer or in the event of unpaid debts, even within the framework of previous contracts between the customer and the service provider, the latter is entitled to suspend the execution of its obligations until the full repayment by the customer of any unpaid debt due to the service provider.

In the event of non-performance of its obligations by the customer, the service provider may terminate the contract to the exclusive prejudice of the customer without delay or compensation and, where applicable, may claim payment of damages and interest from him by any legal means.

Severability. The possible illegality or nullity of an article, paragraph or provision (or part of an article, paragraph or provision) shall not affect in any way the legality of the other articles, paragraphs or provisions of these terms and conditions, nor the remainder of that article,
paragraph or provision, unless the contrary intention is evident in the text.

Titles. The titles used in these terms and conditions are for reference and convenience only. They do not affect the meaning or scope of the provisions they designate.
No waiver. Inaction, negligence or delay by a party in exercising any right or remedy under these terms and conditions shall not be construed as a waiver of such right or remedy.
Applicable law and competent jurisdiction. Any dispute relating to the services delivered by the service provider, as well as any dispute as to the validity, interpretation or execution of these terms and conditions shall be subject to Belgian law and the exclusive jurisdiction of the courts of the judicial district of East-Flanders.

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