Terms & Conditions


Our sales, deliveries and services are exclusively governed by our general conditions of sale, which prevail over the general conditions of the buyer. Exceptions to this rule can only be made by written agreement. Moreover, such derogation shall not affect the other clauses which remain in force. The rights and obligations of the parties which are not mentioned in our general conditions are subject to Belgian law.

  1. Our services
    1. WHELP offers its customers home assistance in the case of problems with computers, smartphones, tablets, printers, TVs and game consoles, both for software and hardware repairs and for advice and lessons on the use of certain applications.
    2. If the WHELP offer has a limited validity period or if other restrictive conditions are attached to it, this will be explicitly stated in the offer.
    3. WHELP will clearly describe the products and services it offers so that you, our customers, can make an informed decision.
  2. Prices
    1. Our published rates include VAT but exclude additional costs such as shipping and delivery. These prices apply to missions in the Brussels regions and Antwerp. Services and travel outside these two regions incur additional costs.
    2. During the period of validity of the service, our prices cannot be increased, unless it results from a legal obligation. (For example, an increase in the VAT rate).
    3. If we have to make a price increase during the execution of the contract, you can cancel subsequent interventions mentioned in the contract from the day the increase takes effect.
    4. WHELP has the right to change its prices. To know the actual prices please visit our website https://www.whelp.io.
  3. Payment
    1. Payment for travel and services must be made to the WHELP expert immediately after completion of the assignment. We accept several payment methods. After payment, we undertake to provide you with an invoice.
    2. We also have our payment obligations. In the event of late payment, we are obliged to charge default interest of 8% per year, without prior notice of default being required.  If we are obliged to collect our invoices due to non-payment, the invoice amount will be increased by 10% as a fixed compensation.
  4. Intervention Time
    1. In the case of classic interventions, WHELP undertakes to carry out the mission within the agreed deadlines and as indicated in the description of the service.
    2. In the case of emergency intervention, WHELP undertakes to start the intervention at the client’s premises within 5 working hours (Monday to Saturday from 8 am to 8 pm) after the conclusion of the contract.
  5. Execution of the mission
    1. The customer must provide WHELP with all necessary and useful information and do everything reasonably possible to make the execution of the order possible.  WHELP is not liable for damages of any kind resulting from incorrect and/or incomplete information provided by the customer.
    2. By accepting the offer, the customer declares that he is the owner of the device or product for which the services are provided by WHELP and that no illegally obtained software is used. The customer indemnifies WHELP against any claims by third parties in respect of intellectual property rights or any material or data provided.
    3. By accepting the offer, the customer declares that he has become aware of the risks associated with the performance of the service. Data, information and/or documents or other types of data may be damaged or lost. WHELP does not save customer data. The customer is responsible for saving or copying his data. WHELP shall not be liable for damages resulting from loss of or damage to the customer’s data, except in cases of wilful misconduct and/or gross negligence on the part of WHELP. In the event that any liability should be demonstrated under WHELP, the compensation due by WHELP is always limited to a maximum of 3 times the invoice amount of the order.
    4. The services are performed by a WHELP expert at the address indicated by the client and are performed according to the indications given by the client. The client does not have the authority to give instructions. Any modification of the contract will be the subject of a written agreement, signed by WHELP and the customer.
  6. Orders
    1. An order can be placed by the customer by signing the offer and general conditions. When WHELP accepts the order, it will explicitly inform the customer by mail.
    2. An order for services and materials with an agreed delivery time of less than 15 days is considered an urgent contract to which the right of withdrawal cannot be applied.
    3. In the case of an urgent request, the cancellation of an order can only be accepted after payment by the customer to WHELP of the following compensation: a fixed amount equal to 30 minutes of service if he cancels the day of the appointment, 15 minutes if he cancels 2-3 days before the appointment and 0 minute if he cancels more than 3 days before the appointment.
  7. Complaints
    1. Complaints concerning services and deliveries to customers must be addressed to WHELP, at the latest 48 hours after the end of the contract. Or by e-mail to [email protected] or in writing to WHELP BVBA, Saint gudule Place 5, 1000 Brussels.
  8. Applicable law and disputes
    1. Besides these general conditions, the contract is governed by Belgian law.
    2. Unless otherwise stipulated by mandatory provisions, disputes arising under this agreement may be decided only by the courts of the judicial district of Brussels.
  9. Equipment sold as replacement pieces
    1. In the case of sales of spare parts or components for use with one or more other components to be assembled or connected by the customer, it is assumed that :
    2. Be fully informed of the technical specifications of the hardware, including the compatibility of the software and hardware of the component ;
    3. Advanced knowledge of parts installation techniques;
    4. Have all the necessary tools and equipment at your disposition;
    5. Be fully responsible for any modification and/or damage that may result from the device on which it was performed.
  10. Payment and cancellation terms
    1. Payment is made between the order for the assignment and, at the latest, 14 days after the invoice is sent, once the assignment has been completed.
    2. If an invoice is not paid after 14 days, an administrative fee will be applied.
    3. Payment methods other than those specified by WHELP will not be accepted.
  11. Responsibility and Compensation
    1. If and to the extent that WHELP is liable for any reason, such liability shall at all times be limited to 3 times the amount of the mission invoice.
    2. The customer indemnifies SAH against any claims by third parties with respect to intellectual property rights in the materials or data used or provided by the customer in the performance of the assignment.
    3. The customer is required to be present on site during the execution of the mission.
  12. Period of Withdrawal
    1. General
      1. When purchasing products, you, as a consumer, have a withdrawal period of 14 days. The withdrawal period begins the day after the day you received the product or if you ordered several products in a single order: the day you, or a third party designated by you, received the last product of this order – if the delivery of a product consists of several shipments or parts: the day you, or a third party designated by you, received the last shipment or the last part; – in the case of contracts for regular delivery of products for a certain period of time, such as a magazine every month: the day you, or a third party designated by you, received the first product. During this period, you have the possibility to break the contract without reason. You can use the model withdrawal form or let us know in another clear way that we will cancel the contract. If the notification is made online, we will confirm receipt. You must return the products within 14 days of withdrawal. This is called the right of withdrawal.
      2. During the withdrawal period, you must be careful with the product and its packaging. This means that you only unpack or use the product to the extent necessary to determine whether you want to keep it. If you exercise your right of withdrawal, you must return the product to us with all accessories delivered and – if reasonably possible – in its original condition and packaging. We give you clear information on how to proceed.
      3. You are only responsible for damage to the equipment resulting from a  method of handling the product that goes beyond what is permitted in paragraph 2. We are entitled to add the price of the impairment loss to the amount you receive in return.
      4. If you exercise your right of withdrawal, you will have to pay at most the costs of returning the goods. If this is not possible by mail, we will make a cost estimate for you. If we bear the return costs, we will clearly indicate this.
      5. All other fees you have already paid, will be refunded as soon as possible, in any case no later than 14 days after withdrawal. As part of a refund, we have the right to wait until we have received the products or until you have demonstrated that you have returned the products.
      6. If you have chosen a more expensive delivery method than standard delivery, we do not have to refund the additional costs of the chosen delivery method.
    2. No right of withdrawal if
      1. The service began with your prior consent
      2. You have declared that you lose your right of withdrawal after full performance of the contract within the withdrawal period.
      3. Objects which are manufactured according to your specifications, which are not prefabricated and which are manufactured according to your individual choice or decision, or which are intended for a particular person
      4. Products which, after delivery, are by nature irrevocably assembled with other goods.
      5. Sealed audio, video and computer software recordings, the locking of which is broken after delivery.
      6. Delivery of digital content on any medium other than a physical data medium, but only if
      7. Execution has begun with your express prior consent
      8. You have declared that you thus lose your right of  withdrawal
      9. Contracts in which the consumer has expressly requested the undertaking to visit him for urgent repairs or maintenance; however, where, during such a visit, the undertaking provides additional services which are not explicitly requested by the consumer or provides goods other than spare parts necessarily used for the purposes of maintenance or repair, the right of withdrawal shall apply to such additional services or goods;

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