Terms of service

Online Terms and Conditions of Sale and Subscription

Op uw verzoek kunnen wij u een Nederlandse vertaling sturen van deze algemene voorwaarden. Stuurt u uw verzoek per e-mail naar support@symprove.eu of belt u naar onze klantenservice op telefoonnummer (0)31852251903?

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything you want and nothing that you are not willing to agree to.

About us

We are Symprove B.V., a company incorporated in the Netherlands with KVK number 87225522, and our registered company address is Locatellikade 1, 1076 AZ Amsterdam. Our VAT number is: NL864239051B01. You can find everything you need to know about us and our products on our website before you order.

In these terms:

‘we’, ‘us’ or ‘our’ means Symprove B.V.; and
‘you’ or ‘your’ means the person using our site to buy products from us. You must be 18 years or older to use this site and order products from us.

How to contact us?

If you have any questions about our products or your order, please get in touch by:

sending an email to support@symprove.eu;
through our chat channel available through our website (available Monday to Friday, 9:30 to 6:30pm CET); or
calling us on (0)31852251903 (our telephone lines are open Monday to Friday, 9:30am to 6:30pm CET).
We are a small team but we will aim to get back to you within 2 working days.

How can you order products from us?

You can order products through our website. We supply products in two ways:

As a one-time delivery.
As a subscription as described further on our website.

When will you acknowledge my order?

After you have placed your order, we will contact you by email to acknowledge your order and the key information about it. Our acknowledgement is not acceptance of your order.

Sometimes we cannot accept your order

Sometimes we cannot accept your order, this is typically for the following reasons:

the goods are unavailable;
we cannot authorise your payment;
you are not allowed to buy the goods from us;
we are not allowed to sell the goods to you;
you have ordered the goods for resale;
you have ordered too many goods; or
there has been a mistake on the pricing or description of the goods.

When this happens, we will let you know as soon as possible and refund any sums you have paid.

When will we accept your order?

We will send you a confirmation email to confirm that we accept your order and will dispatch the products to you.

What happens when I order products through a subscription?

If you sign-up to receive products on a subscription basis, you will receive a confirmation email from us which will include a link to access your subscription account where you can manage future orders, subscription order items and subscription account information. Your subscription is personal to you and you may not assign or transfer your subscription or any of the benefits to anyone else.

I’ve purchased Symprove on a subscription, what do I need to know?

Rolling Subscription
You will receive a box of 4 bottles every 4 weeks. Your subscription will auto-renew every 4 weeks until you cancel your Rolling Subscription. We will send you an email reminder 7 days before the date of despatch of your next delivery which will also include instructions on how to change your order if you wish to do so.

For introductory offers, your first 12 weeks of the subscription will be at the introductory price. You will receive 3 boxes of 4 bottles every 4 weeks. After your first 3 boxes, your subscription will continue on a Rolling Subscription basis (see above) at full price. You will have the option to cancel any time during your introductory offer by contacting Customer Care on (0)(31) 085 2251903 or via email to support@symprove.eu. After your introductory offer, you will also be able to cancel online via your account as well as by contacting Customer Care via phone or email.
Loyalty Subscription
For our Loyalty Subscriptions, you will receive a total of 13 x 4 bottles (52 bottles), which will be delivered every 4 weeks. Your subscription will continue for a fixed term of 52 weeks and will auto-renew at the end of the 52-week period onto a Rolling Subscription (see above). We will contact you 14 days prior to the end of the Loyalty Subscription term to notify you that your subscription is due to renew and instructions on how you can either cancel or amend your subscription. Your right to change your mind (as detailed in these terms) also applies to any renewal period and after your initial 52-week period you can cancel any time by contacting Customer Care on (0)(31) 0852251903 or via email at support@symprove.eu.

For all subscriptions, you also have a legal right to change your mind (see When you buy a product online you have a legal right to change your mind below).

How to Cancel Subscriptions

Rolling Subscription – you can cancel a Rolling Subscription (if applicable following but not before the expiry of an introductory offer) online via your account or by contacting Customer Care on (0)31852251903 or via email at support@symprove.eu.

Loyalty Subscription - you can cancel a Loyalty Subscription upon the expiry of the 52-week period or thereafter by contacting Customer Care on (0)310852251903 or via email at support@symprove.eu.

When will we deliver your product placed as a one-time order?

For one-time orders, your order will be processed as soon as we have accepted it. We use third-party couriers to deliver our goods. We will send you tracking information in the Confirmation Email.
Once your item has been dispatched we will notify you with tracking information.

When will we deliver your product on subscription?

For orders on subscription, your first order will be processed as soon as we have accepted your order and sent you a confirmation email. Once your item has been dispatched we will notify you with tracking information. You will then receive a delivery 4 weeks after your last delivery date (subject to any changes you make) until cancelled by you or us. You can view your next scheduled delivery date by logging into your account. We aim to deliver all orders to EU addresses at least 5 days a week.
We will send you an email reminder 7 days before the date of dispatch of your next delivery which will also include instructions on how to change your order if you wish to do so. You may also receive other email notifications related to your subscription account for the purpose of us providing the product to you.

What else do I need to know about delivery?

If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery.

Delivery will take place at the address specified by you when you placed your order with us.

Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your confirmation email, we will:

let you know and provide you with an estimated delivery date, which you will have the option to accept; or
give you the option to:
1. cancel your order; and
2. give you a refund.
  If nobody is available to take delivery, please contact us at support@symprove.eu.

We charge you when we accept your order

We will normally charge you when we accept your order. We will offer several payment options, including the possibility to pay the full amount upfront before delivery or to pay up to half of the amount upfront and the remainder after delivery, as displayed on the checkout page. We may also take payment at regular intervals (for example, subscriptions), which will be explained to you in the order process.

Who is responsible for duties and taxes?

If you order goods from us for delivery to an address outside of the Netherlands, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination and you will be responsible for payment of these. We have no control over these charges and we cannot predict their amount. Please contact your local customs office for further information before placing your order.

What happens if my internationally delivery is refused in the country of destination?

If delivery is refused once the goods have arrived in the country of destination, either at the final delivery destination, or at the customs clearance, then refunds will not be honoured. If the goods are returned to us in the Netherlands, you will be liable for any return shipping charges.

What if you want to make changes to your one-time order?

If you want to make changes to your one-time order, please get in touch as soon as possible by emailing us at support@symprove.eu or call us on (0)31852251903. We can only make the changes within 30 minutes of placing your order. If you cannot ask us before your product is dispatched, then you will receive (and have to pay for) your delivery, but you still have the legal right to change your mind (see below).

What if you want to make changes to your subscription?

You can make changes to your subscription at any time by logging into your subscription account or by emailing us at support@symprove.eu or by calling us on (0)31852251903.

You can make certain changes to the delivery dates of your subscription, you may change your delivery date or pause your subscription, at any time. If you amend your delivery date, the next delivery date will be 28 days from the new delivery date. You may only delay your order for 2 months at a time.

We can only make the changes if you ask us at least 72 hours before the next scheduled delivery day. If you cannot ask us at least 72 hours before, then you will receive (and have to pay for) your next scheduled delivery, but we will make the changes after that.

Your legal right to change your mind is dealt with below.

When you buy a product online you have a legal right to change your mind

For most products, when you buy online, you have a legal right to change your mind (herroepingsrecht) about your purchase and receive a refund of what you paid for it, including the delivery costs, without specifying the reason for this. This only applies to specific products/services specified in article 6:230h and article 6:230p Dutch Civil Code (Burgerlijk Wetboek), which will be made clear to you when buying such product from us.

Time to change your mind

If you change your mind about a product, you must let us know no later than 14 days after:

• The day of delivery of the products under a one-time order; or
• The day of delivery of the first product(s) under a subscription.

How to let us know you have changed your mind

To let us know you have changed your mind, contact us by emailing support@symprove.eu, giving us your name, address and order number. If you are changing your mind about a subscription, you will receive an email confirmation to confirm that your order has been cancelled. If we haven’t been able to cancel our order before you have received it, we will let you know what to do with the product, including how to return.

We may reduce your refund if you have used or damaged a product

The products will be sealed when delivered to you. If you handle a product in a way which would not be acceptable in a store, we may reduce your refund to compensate us for its reduced value. If you have broken the seal, used or opened the product or have otherwise damaged it, no refund will be due, for reasons of health protection or hygiene (article 6:230p sub f no. 3 Dutch Civil Code).

When and how will we refund you?

We will refund you within 14 days of us acknowledging you wish to change your mind and providing you have followed the instructions we have provided you with in respect of returns. Please note, that some banks can take up to an additional 7 days for the refund to show as cleared funds in your account. We will refund you by the method you used for payment, unless you explicitly agree otherwise. We will refund the price of the products in full (subject to any deduction we are entitled to make due to your use of or damage to the products), including the cost of standard delivery to you.

When can we cancel your order and your subscription?

We can cancel your order and your subscription:

• If any information you have provided to us is inaccurate.
• If any payment is not authorised by the issuer of your payment card.
• In the case of a subscription, at any time by notice to you prior to the next scheduled delivery of products under your subscription.

In the event of cancellation of your subscription by us, you will not have to pay for any products except to the extent that they have already been delivered to you, and any liability on your part to purchase products in future will be cancelled.

Where can you find out the price of the products?

The price of the products is as quoted on the website from time to time. All prices include any VAT (where applicable). Delivery costs will vary but will be shown (if applicable) in the total amount due during checkout. Before ordering your products or your subscription, you will be able to see on the checkout page the total price of your subscription, including any delivery charges and applicable VAT.

Will the price of the products change?

The price of the products may change from time to time and will be shown on the website. Any change in the price of any products for which you have a current subscription will be notified to you by email not less than 14 days before the next scheduled delivery, and you will be able to cancel your subscription prior to the next delivery if you do not agree to the change in price (instructions on how to do so will be set out in the email notifying you of the change).

How do we collect payment for the products that you order?

Payment for all orders must be made by using the payment options displayed on the checkout page. Note that we use a payment services provider to process payments on our behalf, and we do not process your payment details ourselves.

What if the products are damaged or faulty?

If any product you order is damaged or faulty when delivered to you, we may offer replacement or a full refund. If you are not happy with any of our products, please get in touch by emailing us at support@symprove.eu and we will do our best to help!

What terms apply to promotional codes and discounts?

Some promotions may require the use of a promotion code ("Promo Code"). Promo Codes must be entered correctly during the checkout process on our website to receive the applicable discount or offer.
Each Promo Code is valid for one-time use per customer unless explicitly stated otherwise. Duplicate uses of Promo Codes may result in cancellation of the order or disqualification from the promotion.
Most Promo Codes are limited in time, we will let you know when these Promo Codes expire on our website from time to time.
Promo Codes cannot be combined with other offers, promotions, or discounts unless explicitly stated otherwise.
Promo Codes are non-transferable and cannot be redeemed for cash, gift cards, or any other form of credit.
The discount provided through our website applies only to the products or services specified in the Promotion and is subject to availability.

Can you buy our products on behalf of a business?

No - we only sell products via this website to consumers, not businesses. We will not be liable to you for any business losses, and any liability we do have for losses you suffer arising from the sale of any products to you if you were purchasing other than as a consumer shall not exceed the purchase price of the relevant products and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

How do we look after your personal data?

To find out what personal information we collect from you, how we take care of your personal data, and what we use it for, have a look at our privacy policy.

Law and jurisdiction

Our dealings with you (and these terms) are governed by Dutch law.

Terms of Use

About our terms
1. These terms (Terms) explain how you may use this website and any of its content (Site). These Terms apply between Symprove Ltd (we, us or our) and you, the person accessing or using the Site (you or your).
2. You should read these Terms carefully before using the Site. By using the Site or otherwise indicating your consent, you agree to be bound by these Terms. If you do not agree with any of these Terms, you should stop using the Site immediately.
3. If you order any goods from the Site or if you buy a subscription, separate Terms and Conditions will apply.
About us
1. sending an email to support@symprove.eu,
2. We are Symprove B.V., a company incorporated in the Netherlands with KVK number 87225522, and our registered company address is Locatellikade 1, 1076 AZ Amsterdam. Our VAT number is: NL864239051B0.
3. If you have any questions about the Site, please contact us by calling us on (0)31852251903 (our telephone lines are open Monday to Friday, 9:30am to 6:30pm CET). We are not open on Bank Holidays in the UK.

Using the site
1. The Site is for your personal use only and primarily for viewing and purchasing goods from the Site. Use of the Site in any other way, including any unacceptable use set out in these Terms, is not permitted.
2. You agree that you are solely responsible for all costs and expenses you may incur in relation to your use of the Site.
3. We in no way guarantee that the Site is appropriate or available for use in locations outside the EU. If you choose to access the Site from locations outside the EU, you acknowledge you do so at your own initiative and are responsible for compliance with local laws where they apply.
4. We try to make the Site as accessible as possible. If you have any difficulties using the Site, please contact us using the contact details at the top of this page.
5. As a condition of your use of the Site, you agree not to use the Site:
  1. to misuse or attack the Site by knowingly introducing viruses, trojans, worms, logic bombs or any other material which is malicious or technologically harmful (such as by way of a denial-of-service attack);
  2. to attempt to gain unauthorised access to the Site, the server on which the Site is stored or any server, computer or database connected to the Site;
  3. for any purpose that is unlawful under any applicable law or prohibited by these Terms;
  4. to commit any act of fraud;
  5. for purposes of promoting unsolicited advertising or sending spam;
  6. to stimulate communications from us or another service or entity in order to collect identity information, authentication credentials or other information (“phishing”);
  7. in any manner that disrupts the operation of the Site or business or the website or business of any other entity;
  8. in any manner that harms minors;
  9. to promote any unlawful activity;
  10. to represent or suggest that we endorse any other business, product or service unless we have separately agreed to do so in writing;
  11. to gain unauthorised access to or use of computers, data, systems, accounts or networks; or
  12. to attempt to circumvent password or user authentication methods.
6. We may prevent or suspend your access to the Site if you do not comply with these Terms or any applicable law.
Registration and password security
1. Use of the Site may require registration.
2. We are not obliged to permit anyone to register with the Site and we may refuse, terminate or suspend registration to anyone at any time.
3. You are responsible for making sure that your password and any other account details are kept secure and confidential.
4. If we have reason to believe there is likely to be a breach of security or misuse of the Site through your account or the use of your password, we may notify you and require you to change your password, or we may suspend or terminate your account.
5. Any personal information you provide to us as part of the registration process will be processed in accordance with our Privacy Policy
Your privacy and personal information
1. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information, how to contact us and information about supervisory authorities in the event you have a query or complaint about the use of your personal information.
Ownership, use and intellectual property rights
1. The intellectual property rights in the Site (including, but not limited to, all copyright, trademarks, domain names, design rights, database rights, patents, and all other intellectual property rights of any kind) and in any text, images, video, audio or other multimedia content, software or other information or material submitted to or accessible from the Site (Content) are owned by us and our licensors.
2. We and our licensors reserve all our intellectual property rights whether registered or unregistered anywhere in the world. This means, for example, that we remain owners of them and are free to use them as we see fit.
3. Nothing in these Terms grants you any legal rights in the Site or the Content other than as necessary for you to access it. You agree not to adjust, try to circumvent, or delete any notices contained on the Site or the Content (including any intellectual property notices) and in particular, in any digital rights or other security technology embedded or contained within the Site or the Content.
4. Trademarks: SYMPROVE is our trademark. Other trademarks and trade names may also appear on the Site or in the Content. Use by you of any trademarks on the Site or in the Content is strictly prohibited unless you have our prior written permission.
Submitting information to the site
1. While we try to make sure that the Site is secure, we do not actively monitor or check whether information supplied to us through the Site is confidential, commercially sensitive, or valuable.
2. Other than any personal information which will be dealt with in accordance with our Privacy Policy, we do not guarantee that information supplied to us through the Site will be kept confidential and we may use it on an unrestricted and free-of-charge basis as we reasonably see fit.
Accuracy of information and availability of the site
1. We try to make sure that the Site is accurate, up-to-date and free from bugs, but we cannot promise that it will be. Furthermore, we cannot promise that the Site will be fit or suitable for any purpose. Any reliance that you may place on the information on the Site is at your own risk.
2. We may suspend or terminate access or operation of the Site at any time as we see fit.
3. Any Content is provided for your general information purposes only and to inform you about us and our products and news, features, services, and other websites that may be of interest, but has not been tailored to your specific requirements or circumstances. It does not constitute technical, financial, or legal advice or any other type of advice and should not be relied on for any purposes. You should always use your own independent judgment when using our Site and its Content.
4. While we try to make sure that the Site is available for your use, we do not guarantee that the Site will be available at all times or that your use of the Site will be uninterrupted.
Hyperlinks and third-party sites
1. The Site may contain hyperlinks or references to third party advertising and websites other than the Site. Any such hyperlinks or references are provided for your convenience only. We have no control over third party advertising or websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third-party advertising or website does not mean that we endorse that third party’s website, products or services. Your use of a third-party site may be governed by the terms and conditions of that third-party site and is at your own risk.
Limitation on our liability
1. losses that were not foreseeable to you and us when these Terms were formed;
2. losses that were not caused by any breach on our part;
3. business losses; and
4. losses to non-consumers (a consumer is a person who is using the Site for personal reasons, rather than for their business).
5. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible/liable for any damages, including but not limited to:
Events beyond our control
1. We are not liable to you if we fail to comply with these Terms because of circumstances beyond our reasonable control, including, but not limited to, strikes, lock-outs or other industrial disputes; breakdown of systems or network access; flood, fire, explosion or accident; or epidemics or pandemics.
Rights of third parties
1. No one other than a party to these Terms has any right to enforce any of these Terms (no third party agreement (geen derdenbeding), Article 6:253 Dutch Civil Code).
Variation
1. No changes to these Terms are valid or have any effect unless agreed by us in writing or made in accordance with this clause 13.
2. We reserve the right to vary these Terms from time to time. Our updated Terms will be displayed on the Site and by continuing to use and access the Site following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms from time to time to verify such The user will be notified of any changes to the terms and conditions by a pop-up window when entering the website. Following such notification, the user will have the opportunity to express his/her consent by agreeing to the changes.
Disputes
1. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with us, please contact us as soon as possible using the contact details set out at the top of this page.

2. This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the Netherlands. The courts of Amsterdam, the Netherlands shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation (including non-contractual disputes or claims).

Collection notice - personal data
1. Data Controller: Symprove B.V., Locatellikade 1, 1076 AZ Amsterdam.
2. Data Protection Officer: keith@ensurety.co.uk
3. Purposes of Data Collection and Processing: We are collecting data to better understand our customers and why they use Symprove.
4. Legal basis for processing: Data is anonymised and aggregated – no personal data is stored or processed as part of this survey
5. Recipients of Personal Data: Symprove will not share any of the responses of this survey with third parties.
6. Data Transfers: In certain cases, we may transfer your personal data to recipients located in countries outside the European Economic Area (EEA). We will ensure that appropriate safeguards, such as standard contractual clauses or adequacy decisions, are in place to protect your personal data.
7. Retention Period: We will retain the aggregated data only for as long as necessary to fulfil the purposes outlined in this notice or as required by applicable laws and regulations.
8. Individual Rights: Not applicable – no personal data will be stored or processed
9. Contact information: I If you have any questions, concerns, or wish to exercise your rights, please contact us at: support@symprove.eu OR (0)31852251903.

Please see below information about the collection of data in accordance with the General Data Protection Regulation (GDPR). For further information about the processing of your personal data on this website, please see our Privacy Policy.

Terms of service

Online Terms and Conditions of Sale and Subscription

About us

How to contact us?

How can you order products from us?

When will you acknowledge my order?

Sometimes we cannot accept your order

When will we accept your order?

What happens when I order products through a subscription?

I’ve purchased Symprove on a subscription, what do I need to know?

How to Cancel Subscriptions

When will we deliver your product placed as a one-time order?

When will we deliver your product on subscription?

What else do I need to know about delivery?

We charge you when we accept your order

Who is responsible for duties and taxes?

What happens if my internationally delivery is refused in the country of destination?

What if you want to make changes to your one-time order?

What if you want to make changes to your subscription?

When you buy a product online you have a legal right to change your mind

Time to change your mind

How to let us know you have changed your mind

We may reduce your refund if you have used or damaged a product

When and how will we refund you?

Where can you find out the price of the products?

Will the price of the products change?

How do we collect payment for the products that you order?

What if the products are damaged or faulty?

What terms apply to promotional codes and discounts?

Can you buy our products on behalf of a business?

How do we look after your personal data?

Law and jurisdiction

Terms of Use

About our terms

About us

Using the site

Registration and password security

Your privacy and personal information

Ownership, use and intellectual property rights

Submitting information to the site

Accuracy of information and availability of the site

Hyperlinks and third-party sites

Limitation on our liability

Events beyond our control

Rights of third parties

Variation

Disputes

Collection notice - personal data

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