Terms and Conditions

Article 1 - Definitions

For the purposes of these terms and conditions, the following definitions apply:

Supplementary Agreement: an agreement under which the consumer acquires products, digital content, and/or services in connection with a distance contract, and these products, digital content, and/or services are supplied by the business or by a third party based on an arrangement between that third party and the business;
Cooling-off period: the period during which the consumer may exercise their right of withdrawal;
Consumer: a natural person who is not acting for purposes related to his or her trade, business, craft, or profession;
Day: calendar day;
Digital content: data that is produced and delivered in digital form;
Continuing Contract: an agreement for the regular supply of goods, services, and/or digital content over a specified period.
Durable medium: any medium—including email—that enables a consumer or business to store information addressed to them personally in a way that allows for future access or use for a period appropriate to the purpose for which the information is intended, and that enables the unaltered reproduction of the stored information;
Right of Withdrawal: the consumer’s right to withdraw from a distance contract within the cooling-off period;
Business Owner: a natural or legal person who is a member of the Dutch Thuiswinkel Organization and offers products, (access to) digital content, and/or services to consumers remotely;
Distance Contract: a contract concluded between the merchant and the consumer within the framework of an organized system for the distance sale of products, digital content, and/or services, in which one or more means of distance communication are used exclusively or in part up to and including the conclusion of the contract;
Model Withdrawal Form: the European model withdrawal form included in Appendix I of these terms and conditions. Appendix I need not be provided if the consumer does not have a right of withdrawal with respect to their order.;
Technology for remote communication: a means that can be used to conclude a contract without the consumer and the business having to be physically present in the same location at the same time;

Article 2 - Identity of the Business

bol.com b.v.
, operating under the name(s): bol.com

Business and Visiting Address:
Papendorpseweg 100
3528 BJ Utrecht

Phone number in the Netherlands: 030 - 310 4999 (local rate)
Phone number in Belgium: 02 - 788 5999 (local rate)
Availability: 24 hours a day, 7 days a week
Email: lowlands@bol.com

Chamber of Commerce number: 32147382
VAT identification number in the Netherlands: NL820471616B01
VAT identification number in Belgium: BE0824148721

If the business owner’s activities are subject to a relevant licensing system: information about the regulatory authority;

If the business owner practices a regulated profession:

the professional association or organization of which he is a member;
the professional title, and the location within the EU or the European Economic Area where it was awarded;
a reference to the professional rules that apply in the Netherlands and instructions on where and how to access these professional rules.

Article 3 - Applicability

These general terms and conditions apply to every offer made by the business and to every distance contract entered into between the business and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions shall be made available to the consumer. If this is not reasonably possible, the merchant shall, before the distance contract is concluded, indicate how the general terms and conditions can be viewed at the merchant’s premises and that they will be sent free of charge as soon as possible upon the consumer’s request.
If the distance contract is concluded electronically, notwithstanding the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store it on a durable medium. If this is not reasonably possible, it will be indicated, before the distance contract is concluded, where the general terms and conditions can be accessed electronically and that they will be sent free of charge, either electronically or by other means, at the consumer’s request.
In the event that, in addition to these general terms and conditions, specific product or service terms and conditions also apply, the second and third paragraphs shall apply mutatis mutandis, and in the event of conflicting terms and conditions, the consumer may always rely on the applicable provision that is most favorable to him.

Article 4 - The Offer

If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.
The offer contains a complete and accurate description of the products, digital content, and/or services being offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the merchant uses images, these are a true representation of the products, services, and/or digital content offered. Obvious mistakes or errors in the offer are not binding on the merchant.
Each offer must contain sufficient information to make it clear to the consumer what rights and obligations are associated with accepting the offer.

Article 5 - The Agreement

Subject to the provisions of paragraph 4, the agreement is concluded at the moment the consumer accepts the offer and fulfills the conditions set forth therein.
If the consumer has accepted the offer electronically, the business must immediately confirm receipt of the acceptance of the offer electronically. As long as the business has not confirmed receipt of this acceptance, the consumer may terminate the contract.
If the agreement is concluded electronically, the business operator shall take appropriate technical and organizational measures to secure the electronic transmission of data and shall ensure a secure web environment. If the consumer can pay electronically, the business operator shall observe appropriate security measures for that purpose.
Within the legal framework, the business may determine whether the consumer is able to meet his payment obligations, as well as ascertain all facts and factors relevant to the responsible conclusion of the distance contract. If, based on this assessment, the business has valid grounds not to enter into the contract, it is entitled to refuse an order or request, stating the reasons, or to impose special conditions on its performance.
No later than the time of delivery of the product, service, or digital content to the consumer, the business must provide the following information, either in writing or in a manner that allows the consumer to store it in an accessible way on a durable medium:

. the street address of the business’s location where consumers can file complaints;
the conditions under which and the manner in which the consumer may exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
information about warranties and existing post-purchase service;
the price of the product, service, or digital content, including all taxes; delivery costs, if applicable; and the method of payment, delivery, or performance of the distance contract;
the requirements for terminating the agreement if the agreement has a term of more than one year or is for an indefinite term;
if the consumer has a right of withdrawal, the model withdrawal form.

In the case of a transaction involving multiple deliveries, the provision in the preceding paragraph applies only to the first delivery.

Article 6 - Right of Withdrawal

For products:

The consumer may cancel a contract for the purchase of a product within a 30-day cooling-off period without providing a reason. The merchant may ask the consumer for the reason for the cancellation, but may not require the consumer to provide a reason or reasons.
The cooling-off period referred to in paragraph 1 begins on the day after the consumer—or a third party designated in advance by the consumer, other than the carrier—has received the product, or:

If the consumer has ordered multiple products in a single order: the day on which the consumer, or a third party designated by the consumer, received the last product. The merchant may refuse an order consisting of multiple products with different delivery times, provided that the merchant has clearly informed the consumer of this prior to the ordering process.
if the delivery of a product consists of multiple shipments or parts: the day on which the consumer, or a third party designated by the consumer, received the last shipment or the last part;
For contracts involving the regular delivery of products over a specified period: the day on which the consumer, or a third party designated by the consumer, received the first product.

For services and digital content not provided on a physical medium:

3. The consumer may rescind a service contract and a contract for the supply of digital content not delivered on a tangible medium within 30 days without providing a reason. The business may ask the consumer for the reason for the rescission, but may not require the consumer to provide a reason or reasons.

4. The cooling-off period referred to in paragraph 3 begins on the day following the conclusion of the agreement.

Extended cooling-off period for products, services, and digital content not delivered on a tangible medium when the consumer is not informed of the right of withdrawal:

5. If the business has not provided the consumer with the legally required information regarding the right of withdrawal or the model withdrawal form, the cooling-off period expires twelve months after the end of the original cooling-off period determined in accordance with the preceding paragraphs of this article.

6. If the business has provided the consumer with the information referred to in the preceding paragraph within twelve months of the start date of the original cooling-off period, the cooling-off period expires 30 days after the day on which the consumer received that information.

Article 7 - Consumer Obligations During the Cooling-Off Period

During the cooling-off period, the consumer must handle the product and its packaging with care. The consumer may only unpack or use the product to the extent necessary to determine its nature, characteristics, and functioning. The basic principle here is that the consumer may only handle and inspect the product as he or she would be permitted to do in a store.
The consumer is liable only for any loss in value of the product resulting from handling the product in a manner that goes beyond what is permitted under paragraph 1.
The consumer is not liable for any loss in value of the product if the merchant failed to provide the consumer with all legally required information regarding the right of withdrawal before or at the time the contract was concluded.

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

If the consumer exercises his right of withdrawal, he must notify the merchant of this within the cooling-off period using the model withdrawal form or by other unambiguous means.
As soon as possible, but no later than 14 days from the day following the notification referred to in paragraph 1, the consumer shall return the product or hand it over to the business (or its authorized representative). This is not required if the business has offered to pick up the product itself. In any case, the consumer is deemed to have complied with the return period if he returns the product before the cooling-off period has expired.
The consumer must return the product with all accessories provided, in its original condition and packaging to the extent reasonably possible, and in accordance with the reasonable and clear instructions provided by the merchant.
The risk and the burden of proof regarding the proper and timely exercise of the right of withdrawal rest with the consumer.
The consumer is responsible for the direct costs of returning the product. If the merchant has not indicated that the consumer must bear these costs, or if the merchant states that it will bear the costs itself, the consumer is not required to pay the return shipping costs.
If the consumer withdraws after having first expressly requested that the performance of the service or the supply of gas, water, or electricity—which are not produced for sale in a limited volume or specific quantity—commence during the cooling-off period, the consumer shall owe the business an amount proportional to the portion of the obligation that the business has fulfilled at the time of withdrawal, compared to the full fulfillment of the obligation.
The consumer shall not bear any costs for the provision of services or the supply of water, gas, or electricity that have not been packaged for sale in a limited volume or quantity, or for the supply of district heating, if:

the business has failed to provide the consumer with the legally required information regarding the right of withdrawal, reimbursement of costs in the event of withdrawal, or the model withdrawal form, or;
the consumer did not expressly request that the service or the supply of gas, water, electricity, or district heating begin during the cooling-off period.

The consumer shall not bear any costs for the full or partial delivery of digital content not supplied on a tangible medium if:

he has not expressly consented, prior to delivery, to the commencement of performance of the contract before the end of the cooling-off period;
he has not acknowledged that he loses his right of withdrawal upon giving his consent; or
The business owner failed to confirm this statement from the consumer.

If the consumer exercises his right of withdrawal, all ancillary agreements are automatically terminated.

Article 9 - Obligations of the Business in the Event of Cancellation

If the business allows the consumer to submit a notice of withdrawal electronically, the business must send a confirmation of receipt without delay upon receipt of such notice.
The merchant shall reimburse all payments made by the consumer, including any delivery costs charged by the merchant for the returned product, without delay but no later than 14 days following the day on which the consumer notifies the merchant of the cancellation. Unless the merchant offers to pick up the product himself, he may wait to issue a refund until he has received the product or until the consumer provides proof that he has returned the product, whichever occurs first.
The merchant will use the same payment method for the refund that the consumer used, unless the consumer agrees to a different method. The refund is free of charge to the consumer.
If the consumer has chosen a delivery method that is more expensive than the least expensive standard delivery option, the merchant is not required to reimburse the additional costs associated with the more expensive method.

Article 10 - Exclusion of the Right of Withdrawal

The business may exclude the following products and services from the right of withdrawal, but only if the business has clearly stated this in the offer, or at least in a timely manner before the contract is concluded:

Products or services whose price is subject to fluctuations in the financial market over which the business has no control and that may occur within the cancellation period
Agreements concluded during a public auction. A public auction is defined as a method of sale in which products, digital content, and/or services are offered by the merchant to a consumer who is physically present at the auction or is given the opportunity to be physically present, under the direction of an auctioneer, and in which the successful bidder is obligated to purchase the products, digital content, and/or services;
Service Agreements, after full performance of the service, but only if:

performance has begun with the consumer's express prior consent; and
The consumer has stated that he loses his right of withdrawal as soon as the business has fully performed the contract;

Service agreements for the provision of accommodations, where the agreement specifies a particular date or period of performance and is not for residential purposes, freight transport, car rental services, or catering;
Agreements relating to leisure activities, if the agreement specifies a particular date or period for their performance;
Products manufactured according to the consumer’s specifications, which are not prefabricated and are produced based on the consumer’s individual choice or decision, or which are clearly intended for a specific person;
Products that spoil quickly or have a limited shelf life;
Sealed products that, for health or hygiene reasons, are not suitable for return and whose seal has been broken after delivery;
Products that, by their very nature, have been irrevocably mixed with other products after delivery;
Alcoholic beverages for which the price was agreed upon at the time the contract was concluded, but which can only be delivered after 30 days, and whose actual value depends on market fluctuations over which the business owner has no control;
Sealed audio and video recordings and computer software, the seals on which have been broken after delivery;
Newspapers, periodicals, or magazines, excluding subscriptions to them;
The supply of digital content other than on a physical medium, but only if:

performance has begun with the consumer's express prior consent; and
The consumer has stated that by doing so, he forfeits his right of withdrawal.

Article 11 - The Price

During the validity period specified in the offer, the prices of the products and/or services offered will not be increased, except for price changes resulting from changes in VAT rates.
Notwithstanding the preceding paragraph, the business may offer products or services at variable prices if their prices are subject to fluctuations in the financial market over which the business has no control. This dependence on fluctuations and the fact that any prices listed are indicative prices must be stated in the offer.
Price increases within 3 months of the conclusion of the agreement are permitted only if they result from statutory regulations or provisions.
Price increases effective 3 months or more after the conclusion of the agreement are permitted only if the business has stipulated this and:

are the result of legal regulations or provisions; or
The consumer has the right to terminate the contract effective as of the day the price increase takes effect.

The prices listed in the product or service offerings include VAT.

Article 12 - Performance of the Agreement and Additional Warranty

The business guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, reasonable requirements of quality and/or usability, and the legal provisions and/or government regulations in effect on the date the agreement was concluded. If agreed upon, the business also guarantees that the product is suitable for uses other than normal use.
Any additional warranty provided by the business, its supplier, manufacturer, or importer shall in no way limit the statutory rights and claims that the consumer may assert against the business under the agreement if the business has failed to fulfill its obligations under the agreement.
“Extended warranty” means any commitment by the business, its supplier, importer, or manufacturer in which it grants the consumer certain rights or claims that go beyond what it is legally required to provide in the event that it fails to fulfill its obligations under the agreement.

Article 13 - Delivery and Performance

The business owner will exercise the utmost care when receiving and fulfilling orders for products and when evaluating requests for services.
The place of delivery is the address of the entrepreneur’s festival store at the 2026 edition of Lowlands, which will take place from August 20 through August 24, 2026, on the grounds located at Spijkweg 30, 8256 RJ Biddinghuizen. The merchant’s festival store is located on the Lowlands campground at Campinglaan, near the second festival entrance. Subject to the provisions of Article 4 of these general terms and conditions, the merchant will fulfill accepted orders with due diligence but no later than within 30 days, unless a different delivery period has been agreed upon. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to terminate the agreement at no cost and is entitled to any compensation for damages.
Following termination in accordance with the preceding paragraph, the business will promptly refund the amount paid by the consumer.
The risk of damage to and/or loss of products remains with the merchant until the time of delivery to the consumer or to a representative designated in advance and notified to the merchant, unless expressly agreed otherwise.

Article 14 - Long-term contracts: term, termination, and renewal

Cancellation:

A consumer may terminate a contract entered into for an indefinite period that provides for the regular delivery of products (including electricity) or services at any time, subject to the agreed-upon termination rules and a notice period of no more than one month.
A consumer may terminate a fixed-term contract for the regular supply of products (including electricity) or services at any time prior to the end of the fixed term, subject to the agreed termination rules and a notice period of no more than one month.
The consumer may terminate the contracts referred to in the preceding paragraphs:

terminate at any time and not be limited to termination at a specific time or during a specific period;
at least terminate them in the same manner in which they were entered into by him;
Always give notice with the same notice period that the business owner has stipulated for himself.

Renewal:

4. A contract entered into for a fixed term that provides for the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a fixed term.

5. Notwithstanding the preceding paragraph, a fixed-term contract for the regular delivery of daily newspapers, weekly newspapers, and magazines may be tacitly renewed for a fixed term of no more than three months, provided that the consumer may terminate this renewed contract toward the end of the renewal period with a notice period of no more than one month.

6. A contract entered into for a fixed term that provides for the regular delivery of products or services may only be tacitly renewed for an indefinite term if the consumer is permitted to terminate it at any time with a notice period of no more than one month. The notice period shall not exceed three months if the contract provides for the regular delivery—but less than once a month—of daily newspapers, news publications, weekly newspapers, and magazines.

7. A fixed-term agreement for the regular delivery of daily newspapers, news publications, weekly newspapers, and magazines for introductory purposes (trial or introductory subscription) is not automatically renewed and ends automatically upon expiration of the trial or introductory period.

Duration:

8. If a contract has a term of more than one year, the consumer may terminate the contract at any time after one year with a notice period of no more than one month, unless reasonableness and fairness preclude termination before the end of the agreed term.

Article 15 - Payment

Unless otherwise specified in the agreement or in additional terms and conditions, the amounts owed by the consumer must be paid within 14 days after the start of the cooling-off period, or, in the absence of a cooling-off period, within 14 days after the conclusion of the agreement. In the case of a contract for the provision of a service, this period begins on the day after the consumer receives confirmation of the contract.
When selling products to consumers, the general terms and conditions may never require the consumer to make an advance payment of more than 50%. If an advance payment is stipulated, the consumer may not assert any rights regarding the fulfillment of the order or service(s) in question until the stipulated advance payment has been made.
The consumer is obligated to promptly report any inaccuracies in the payment information provided or listed to the merchant.
If the consumer fails to meet his payment obligation(s) on time, he is, after the business has notified him of the late payment and the business has granted the consumer a 14-day grace period beginning on the day after receipt of the reminder, to still fulfill their payment obligations, and if payment is not made within this 14-day period, the consumer will owe statutory interest on the outstanding amount, and the business is entitled to charge the extrajudicial collection costs it has incurred. These collection costs shall not exceed: 15% on outstanding amounts up to €2,500; 10% on the next €2,500; and 5% on the following €5,000, with a minimum of €40. The business may deviate from the aforementioned amounts and percentages in favor of the consumer.

Article 16 - Complaints Procedure

The business owner has a complaints procedure that has been adequately publicized and handles the complaint in accordance with this procedure.
Complaints regarding the performance of the contract must be submitted to the business in full and clearly described within a reasonable time after the consumer has discovered the defects.
Complaints submitted to the business will be responded to within 14 days of the date of receipt. If a complaint requires a foreseeable longer processing time, the business will respond within the 14-day period with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed response.
A complaint about a product, service, or the business’s customer service can also be submitted via a complaint form on the consumer page of the Dutch Thuiswinkel Organization’s website www.thuiswinkel.org. The complaint will then be sent to both the relevant merchant and the Dutch Thuiswinkel Organization.
The consumer must give the business at least 4 weeks to resolve the complaint through mutual agreement. After this period, a dispute arises that is subject to the dispute resolution procedure.

Article 17 - Disputes

Agreements between the business and the consumer to which these general terms and conditions apply are governed exclusively by Dutch law. In this regard, the consumer may also (if applicable) invoke mandatory consumer protection laws of the country in which he resides.
Disputes between the consumer and the business regarding the formation or performance of agreements relating to products and services to be delivered or already delivered by said business may, subject to the provisions set forth below, be submitted by either the consumer or the business to the Thuiswinkel Dispute Resolution Committee, P.O. Box 90600, 2509 LP The Hague (www.sgc.nl).
The Dispute Resolution Committee will only consider a dispute if the consumer has first submitted his complaint to the business within a reasonable time.
If the complaint does not lead to a resolution, the dispute must be submitted to the Dispute Resolution Committee in writing or in another form to be determined by the Commission no later than 12 months after the date on which the consumer filed the complaint with the business.
If the consumer wishes to submit a dispute to the Dispute Resolution Committee, the business is bound by this decision. The consumer should preferably notify the business of this first.
If the business owner wishes to submit a dispute to the dispute resolution committee, the consumer must, within five weeks of receiving a written request to that effect from the business owner, state in writing whether he also wishes to do so or whether he prefers to have the dispute heard by the competent court. If the business owner does not receive the consumer’s choice within the five-week period, the business owner is entitled to submit the dispute to the competent court.
The Dispute Resolution Committee renders its decision in accordance with the terms and conditions set forth in the Dispute Resolution Committee’s rules (www.degeschillencommissie.nl/over-ons/de-commissies/2404/thuiswinkel). The decisions of the Dispute Resolution Committee take the form of binding advice.
The Dispute Committee will not hear a dispute or will discontinue its consideration if the business owner has been granted a stay of payments, has been declared bankrupt, or has effectively ceased business operations before the committee has heard the dispute at a hearing and rendered a final decision.
If, in addition to the Thuiswinkel Dispute Resolution Committee, another recognized dispute resolution committee—or one affiliated with the Foundation for Consumer Dispute Resolution Committees (SGC) or the Financial Services Complaints Institute (Kifid)—has jurisdiction, the Thuiswinkel Dispute Resolution Committee shall have preferential jurisdiction over disputes concerning primarily the method of distance selling or service provision. For all other disputes, the other recognized dispute resolution committee affiliated with the SGC or Kifid shall have jurisdiction.

Article 18 - Industry Guarantee

The Dutch Thuiswinkel Organization guarantees that its members will comply with the binding decisions of the Thuiswinkel Dispute Resolution Committee, unless the member decides to submit the binding decision to a court for review within two months of its issuance. This guarantee is reinstated if the binding decision is upheld following judicial review and the judgment confirming this has become final. The Dutch Thuiswinkel Organization will pay this amount to the consumer, up to a maximum of €10,000 per binding decision. For amounts exceeding €10,000 per binding opinion, €10,000 will be paid out. For the remaining amount, the Dutch Thuiswinkel Organization has a best-efforts obligation to ensure that the member complies with the binding opinion.
To invoke this guarantee, the consumer must submit a written claim to the Dutch Thuiswinkel Organization and assign his claim against the merchant to the Dutch Thuiswinkel Organization. If the claim against the merchant exceeds €10,000, the consumer will be offered the option to assign the portion of the claim exceeding €10,000 to the Dutch Thuiswinkel Organization, after which this organization will, in its own name and at its own expense, seek payment through legal proceedings to satisfy the consumer’s claim.

Article 19 - Additional or Deviating Provisions

Any additional provisions or provisions that deviate from these general terms and conditions may not be to the detriment of the consumer and must be set forth in writing or in such a way that the consumer can store them in an accessible manner on a durable medium.

Article 20 - Amendments to the Terms and Conditions

Changes to these terms and conditions will take effect only after they have been published in an appropriate manner, provided that, in the event of applicable changes during the term of an offer, the provision most favorable to the consumer will prevail.

Appendix I – Model withdrawal form

Model Withdrawal Form

(Please complete and return this form only if you wish to cancel the agreement)

To: bol.com B.V.

Papendorpseweg 100
, 3528 BJ Utrecht

lowlands@bol.com

I/We* hereby notify you that I/we* are terminating our agreement regarding

the sale of the following products: [product description]*
the delivery of the following digital content: [description of digital content]*
the provision of the following service: [service description]*,

revoke/revoke*.

Ordered on*/received on* [order date for services or receipt date for products]

The order must include the following information:

[Name of consumer(s)]

[Consumer(s)' address]

[Customer Number]

[Order Number]

[Article Title]

[Invoice Number]

[Consumer(s) signature(s)] (only if this form is submitted on paper)

* Cross out what does not apply or fill in what does apply.

Download the Model Withdrawal Form.