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General Terms and Conditions for Customers

General Terms and Conditions for Customers

The present 'General Terms and Conditions for Customers' are applicable to the relations between Collective Cooking and the Customers. Sellers (Cooks, food providers) are referred to the 'General Terms and Conditions for Seller'.

1. Definitions

Offer: the range of products and services offered by the Seller that can be ordered by the Customer through the Platform.

Order: an order placed by the Customer with the Seller through the Platform as regards the Offer selected by the Customer.

Customer: a natural person or legal entity placing an Order through the Platform.

Agreement: an agreement between the Customer and the Seller regarding an Order and the delivery or collection of the Order.

Platform: the website(s), apps, tools and other equipment of Collective Cooking and its affiliated companies and business partners on which the Service is made available.

Seller: A person or an entity that prepares homemade meals and uses the Platform for the establishment and payment of the Agreements.

Seller information: the information about the Seller with regard to, among other things, general information about the meal (description of the meal, side dishes and any other options such as sauces etc.), the ingredients, food allergens, and minimum order amounts (as in servings or total cart amount).

Other Product information: the information about the prices for each individual product (homemade meal) including the VAT, delivery area (including postal codes) and the delivery costs.

Service: the commercial services and/or activities that are offered to the Customer by Collective Cooking, including publication of the Offer, facilitation of the conclusion of Agreements and transmission of Orders to the relevant Seller.

Collective Cooking

Tip: voluntary amount paid by a Customer intended for the courier delivering the Order.


2. Identity of Collective Cooking

Collective Cooking operating under the name of ‘’

3. Applicability

  1. The present General Terms and Conditions for Customers are only applicable to the Service. Collective Cooking is not responsible for the Offer. As the case may be, the general terms and conditions of the Seller shall be applicable to the Offer in addition.

  2. By placing an Order the Customer directly concludes an Agreement with the Seller for delivery of the Offer selected by the Customer. The Customer is bound by the Order and will not be entitled to a refund except in case of cancellation allowed by the Seller pursuant to article 6 below.


4.  ​The Offer

  1. Collective Cooking publishes the Offer on the Platform , in accordance with the Seller information and Other Product Information supplied by the Sellers and Collective Cooking. Collective Cooking shall not accept any responsibility or liability for the contents of the Offer and the Seller information on the Platform. The Seller may use ingredients and additives of meals and drinks, that could cause allergies and intolerances. If a Customer is allergic to any foodstuffs, we advise that Customer carefully read the current allergen information before placing an Order.

  2. Collective Cooking presents all Seller information in such a way that it is clear to the Customer what his rights and obligations are after having accepted the Offer.

  3. Collective Cooking shall not accept any liability for Platform availability.

5. The Agreement

  1. The Agreement is effective as from the moment the Customer finalizes the Order by clicking the 'Buy now' button during the process of placing an Order through the Platform.

  2. After receipt of the Order, Collective Cooking will electronically confirm the Order to the Customer.

  3. The Agreement can only be performed by the Seller if the Customer provides correct and complete contact and address details when placing the Order. In the case of a “Pickup” order, an address is not required. The Customer has the obligation to immediately report inaccuracies in payment details provided or stated to Collective Cooking .

  4. With respect to information on the status of his Order, after having placed the Order the Customer is required to be available by telephone or email (as indicated when placing the Order) for Collective Cooking.

  5. If the Customer decides to have the Order delivered, the Customer must be present at the delivery address indicated by the Customer in order to take receive the Order items.

  6. If Collective Cooking delivers the Order on behalf of the Seller, Collective Cooking may charge the Customer delivery costs. The current delivery costs are stated on the Platform before a customer places an Order.

  7. If the Customer chooses to use Pickup and collect the Order, he must be present at the chosen time at the Seller's pick-up location, which is indicated in the confirmation email, text message or on the Collective Cooking website.

  8. Upon ordering as well as when delivering or collecting Orders containing alcoholic products or other products with an age limit, Collective Cooking and the Seller will, pursuant to applicable laws and regulations, ask the Customer for identification. If the Customer cannot identify himself adequately or does not meet the minimum age requirements, the alcoholic products of the Order will not be delivered, and Collective Cooking and the Seller are also free to refuse the Order in its entirety. If the alcoholic products are not delivered pursuant to this section, the Customer may be charged a cancellation fee, which cancellation fee will consist of at least the value of the alcoholic products from the respective Order.

  9. Collective Cooking does not accept any liability relating to the execution of the Agreement.

  10. After placing the Order, the Customer may, at its sole discretion, choose to Tip a courier via the available online payment methods.

  11. Collective Cooking will transfer the Tip to the couriers in case those are directly engaged via Collective Cooking. In case a courier is not engaged via Collective Cooking but directly by the Seller, Collective Cooking transfers the Tip to the Seller and obliges the Seller to pay-out the Tip to the courier. Collective Cooking cannot guarantee or be held responsible for the transfer of the Tip from the Seller to the courier.

  12. After the Customer has received a confirmation of placing the Tip, the Tip cannot be refunded or returned.

6. Dissolution of the Agreement and cancellation of the Order

  1. Considering the perishable nature of the Offer, the Customer shall not be entitled to dissolve the Agreement. Orders cannot be cancelled by the Customer with Collective Cooking. Cancellation of the Order with the Seller is only possible by the Customer if the Seller explicitly indicates that Cancellation of the Order by the Customer is possible.

  2. Collective Cooking is entitled to cancel the Order, e.g., if the Offer is no longer available, if the Customer has provided an incorrect or inoperative telephone number or other contact information, or in case of force majeure.

  3. If the Customer places a false Order (for example by providing incorrect contact information, by not paying or by not being present on the delivery or collection location in order to receive the Order) or otherwise fails to comply with his obligations pursuant to the Agreement, Collective Cooking shall be entitled to refuse any future Orders from such Customer.

  4. Collective Cooking is entitled to refuse Orders and cancel Agreements on behalf of the Seller, if there is reasonable doubt about the correctness or authenticity of the Order or contact information. If the Customer places Orders that appear as false or fraudulent, Collective Cooking may report this to the police.

7. Payment

  1. At the moment the Agreement is concluded in accordance with the provisions of article 5.1 of these General Terms and Conditions for Customers, Customer is obliged to pay the Collective Cooking for the Order. The Customer may fulfil this payment obligation by using an online payment method through the Platform or by payment to the Collective Cooking at the door or at the collection location.

  2. Subject to the provisions of article 6 of these General Terms and Conditions for Customers, the (partial) reimbursement of an online payment shall only be possible if the Order cannot be delivered (entirely). The reimbursement shall always be made into the same account as the one from which the payment has been made. Depending on the payment method used by the Customer, the processing of the reimbursement will take a maximum of 10 working days.

  3. The Seller has authorized Collective Cooking to accept the Customer’s online payment on behalf of the Seller.

8. Complaints settlement

  1. Complaints from the Customer about the Offer, the Order or the performance of the Agreement, are to be filed with for receipt by the Seller. The sole responsibility for the Offer of the Seller and the performance of the Agreement lies with the Seller. Collective Cooking may only assume a mediating role.

  2. If the Customer has a complaint as regards the Service, the complaint is to be communicated by means of the contact form, by email or ordinary mail to the Collective Cooking customer service, at the e-mail address .

  3. Once the complaint has been received by Collective Cooking, the latter shall react as soon as possible, but not later than within one week, with a confirmation of receipt. Collective Cooking aims to handle the complaint as soon as possible, but not later than within two weeks.

  4. Complaints as described in sections 1 and 2 of this article must be filed promptly within due time after the Customer has detected the shortcomings, be fully and clearly described and filed with the info@collective

9. Newsletter

  1. When placing the Order, the Customer may also subscribe to the newsletter. The Customer can unsubscribe from this newsletter via the unsubscribe link stated on the e-mail or by contacting the customer service by using the e-mail.

  1. Inspection and correction of stored personal data

  2. Collective Cooking shall process personal data relating to the Customer. The processing of personal data is subject to the privacy policy.

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