1. Definitions and applicability
Royal Label is the service provider. The person or organisation commissioning the work is the client. These terms apply to energy labels, energy-performance advice, BENG, WWS, measurement and drawing work, inspections, photography and other property services specified in the quotation.
Deviations apply only if agreed in writing by both parties. Consumers retain all rights under mandatory consumer law.
2. Quotations and formation of the agreement
A quotation is non-binding and valid for 30 days unless it specifies another period. An agreement is formed when the client accepts the quotation in writing or the parties demonstrably confirm and schedule the assignment.
The quotation states the service, assumptions, price, VAT, possible additional work and an agreed or indicative schedule. Website prices exclude VAT only where this is explicitly stated. Before entering into the agreement, a consumer receives the total price including VAT and any unavoidable additional costs.
3. Consumer cooling-off period
Where a consumer concludes the agreement entirely remotely, a statutory 14-day cooling-off period generally applies. If the consumer wants Royal Label to start during that period, they must expressly request this. Withdrawal after work has started at the consumer’s request may result in a proportionate charge for work already performed.
The right of withdrawal for a fully performed service can expire only if the statutory conditions are met, including prior express consent and acknowledgement of that consequence.
4. Performance and cooperation
Royal Label performs the assignment carefully and in accordance with applicable professional methods. The client must provide accurate and complete information, evidence and drawings in good time, together with safe access to all relevant spaces, systems and building elements.
If information or access is missing, the applicable method may require Royal Label to use conservative assumptions, reschedule the appointment or offer additional work. Consequences of inaccurate or incomplete information supplied by the client are borne by the client to the extent permitted by law.
5. Energy performance, project file and quality control
For an energy label, relevant information is processed in accordance with applicable NTA 8800, BRL 9500 and ISSO documents. Where required, the final result is registered in EP-Online. Only the final registration constitutes the official energy label.
Assessment data, calculations, photographs and supporting evidence form part of the project file. Royal Label retains an energy-performance project file for at least 15 years after completion where required by quality assurance. The client cooperates with checks or audits required by law or the certification scheme, including access to the property where necessary.
6. Planning, delivery and changes
A stated schedule or turnaround time is a carefully considered estimate unless a strict deadline has been agreed in writing. Timing may change due to missing documents, changes, software or registration failures, force majeure or conditions at the property.
Documents supplied only after calculation or registration may require additional work and charges. Royal Label notifies the client beforehand. An error demonstrably attributable to Royal Label is corrected within reasonable limits without additional labour charges.
7. Price, invoicing and payment
The client pays within 14 days of the invoice date unless otherwise agreed in writing. Set-off or suspension is permitted only to the extent allowed by law.
In the event of late payment, a consumer first receives the legally required free reminder and payment period. Statutory interest and extrajudicial collection costs may then become payable. For business clients, statutory commercial interest and reasonable recovery costs apply unless otherwise agreed in writing.
8. Rescheduling and cancellation
An appointment can be rescheduled or cancelled free of charge within the period stated in the quotation or appointment confirmation. For later changes, Royal Label may charge reasonable, demonstrable reserved time, work already performed and costs incurred. Statutory consumer rights, including the right of withdrawal, take precedence.
If no access is provided at the agreed time, Royal Label may charge travel costs and reserved time provided these were clearly disclosed in advance and are reasonable.
9. Force majeure
Where circumstances are beyond a party’s reasonable control, the affected obligations are temporarily suspended. The parties inform each other as soon as possible and seek a revised schedule where possible. If the situation continues unreasonably long, the unperformed portion may be terminated without compensation, subject to payment for work already completed.
10. Liability
Royal Label is liable only for direct damage that is the foreseeable result of an attributable failure. To the extent permitted by law, liability is limited to the amount paid by the liability insurer or, if no insurance payment is made, the invoice amount for the relevant part of the assignment.
These limitations do not apply to intent or conscious recklessness by Royal Label and do not restrict liability or consumer rights that cannot legally be excluded. Advice on savings, investment or payback periods consists of estimates based on available information, not guarantees.
11. Intellectual property and use
The client may use the delivered report or file for the purpose of the assignment. Underlying methods, formats and intellectual-property rights not transferred remain with Royal Label or their owner. Alteration or reuse for another property or purpose is at the user’s risk.
12. Complaints, governing law and disputes
Report a complaint as soon as possible and clearly describe the issue. Royal Label must be given a reasonable opportunity to investigate and, where appropriate, remedy it. Complaints can be sent to [email protected].
Dutch law governs the agreement. A dispute is submitted to the court competent under the law. Consumers may also use applicable statutory complaint and dispute-resolution procedures.