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These General Terms and Conditions (“Terms”) apply to all quotations, orders, reservations, deliveries and services supplied by Concordia Catering (“Concordia”), including Home Chef ready-made meals, delivery and pickup, private-event and wedding catering, corporate catering, business lunches, onsite catering, Party Boxes, gift cards and related services.
A “Consumer” is a natural person acting outside a trade, business or profession. A “Business Customer” is any customer acting in the course of a trade, business, profession, foundation or organisation. Mandatory consumer law always prevails over any conflicting provision in these Terms.
An individual quotation, order confirmation, signed agreement or expressly agreed written arrangement takes precedence over these Terms if there is a conflict.
An agreement is formed when Concordia confirms an order or reservation, accepts an online order, or the customer accepts a quotation or other written offer. Concordia may refuse or cancel an order before acceptance where stock, production capacity, delivery area, staffing, food-safety requirements or other operational conditions make performance impracticable.
These Terms must be made available to the customer before the agreement is concluded and in a form the customer can save. By placing an order or accepting a quotation, the customer confirms that the Terms were made available before conclusion of the agreement. This clause does not replace Concordia’s legal duty to provide the Terms properly.
Descriptions, photographs, menus and presentations are intended to give a fair representation. Minor differences in appearance, garnish, seasonal ingredients, portion presentation or packaging may occur without constituting non-performance, provided the essential characteristics and agreed quality are maintained.
Concordia may make a reasonable ingredient or product substitution where necessary because of availability, provided this does not reduce the agreed standard. Concordia will not knowingly make a substitution that materially changes declared allergens or an expressly agreed dietary requirement without appropriate communication or consent where required.
For Home Chef products, allergen information is made available before purchase on the relevant online product page and is also provided on the physical product label where legally required. The customer must review the online allergen and ingredient information before ordering and must review the product label again before consumption. If the label is missing, damaged, illegible, or appears inconsistent with the online information, the product should not be consumed until Concordia has been contacted and the information has been clarified.
For catering and events, the customer must provide complete and accurate information about known allergies and medically relevant dietary requirements by the deadline stated in the quotation or, if no deadline is stated, no later than 7 calendar days before the event. The customer is responsible for passing relevant allergen information to guests.
Unless expressly confirmed in writing, Concordia does not operate an allergen-free kitchen. Concordia follows applicable food-safety and allergen-information requirements, but cross-contact can occur where it cannot reasonably be excluded. Customers with severe allergies are strongly advised to contact Concordia before ordering.
Concordia is not responsible for loss or injury caused by the customer’s failure to read accurate allergen information made available before purchase, by incomplete or incorrect allergy information supplied by the customer, or by consumption contrary to the communicated instructions, except to the extent liability cannot lawfully be excluded.
Consumer prices are stated in euros including VAT where legally required. Delivery, staffing, equipment hire, parking, venue charges, travel, overtime, waiting time and other additional costs are charged only where stated or otherwise agreed.
A quotation is valid for the period stated in it. If no validity period is stated, it is valid for 14 calendar days, subject to availability and manifest pricing errors.
For event quotations, material changes requested by the customer after acceptance may result in a revised price. Any price increase will be communicated before the changed work is performed, except where urgent action is reasonably necessary to protect food safety, property or persons.
Payment is due in accordance with the webshop checkout, quotation, invoice or order confirmation. For Consumer purchases of goods that have not yet been delivered, Concordia may offer payment of 100% in advance as an option, but will also offer at least one payment method that allows the Consumer to pay at least 50% of the purchase price at or after delivery, as required by Dutch law. A Consumer may voluntarily choose to pay the full amount in advance. This statutory restriction on mandatory advance payment for goods does not apply in the same way to services and does not apply to Business Customers.
For Business Customers, Concordia may require deposits, staged payments or full payment before performance if stated in the quotation or invoice.
If a Consumer fails to pay on time, Concordia will first send any legally required payment reminder and allow the statutory period before charging collection costs or statutory interest. Business Customers may be charged statutory commercial interest and reasonable collection costs in accordance with applicable law and the agreed payment terms.
Concordia may suspend future performance where an amount that is due remains unpaid, provided suspension is lawful and proportionate in the circumstances.
Home Chef meals and other fresh or perishable food products are products liable to deteriorate or expire rapidly. To the extent the statutory exception applies, Consumers do not have the 14-day statutory right of withdrawal for these products. This exception is stated because Dutch distance-selling law requires customers to be informed when no cooling-off period applies.
A customer therefore cannot return or exchange a correctly supplied Home Chef meal merely because the customer has changed their mind, does not like the taste, ordered the wrong item, or no longer needs the food.
This exclusion does not affect mandatory rights where a product is defective, unsafe, damaged on delivery, incorrectly supplied, or otherwise does not conform to the agreement.
The customer must provide a complete and accurate delivery address, contact details and access information. Delivery time windows are estimates unless Concordia expressly guarantees a specific time.
Concordia bears the risk of loss or damage until the order is delivered to the customer or a person designated by the customer, except where mandatory law provides otherwise. If the customer expressly instructs Concordia to leave the order at a specified place or with a specified third party, risk transfers when the order is left in accordance with that instruction.
If delivery cannot be completed because the customer is absent, the address or access information is incorrect, or the customer cannot be contacted, Concordia may charge reasonable redelivery or handling costs. Because the goods are perishable, Concordia is not obliged to resell or retain food that can no longer be safely delivered, and any refund is subject to the customer’s statutory rights and the cause of the failed delivery.
For pickup orders, the customer must collect within the agreed pickup period. Concordia may dispose of food that can no longer be safely stored or supplied after the agreed collection period. No refund is due where non-collection is attributable to the customer, except where mandatory law requires otherwise.
After delivery or pickup, the customer is responsible for storing, handling and reheating the food in accordance with the label and instructions supplied by Concordia, including required refrigeration, use-by dates and reheating instructions.
Food marked with a ‘use by’ date must not be consumed after that date. A damaged, leaking or abnormally swollen package should not be consumed and should be reported to Concordia.
Concordia is not liable for deterioration, contamination or other loss caused after proper delivery by incorrect storage, interruption of the cold chain, improper reheating, contamination by the customer, or consumption after the stated use-by date, except where mandatory law provides otherwise.
Customers should inspect food orders promptly after delivery or pickup. A suspected food-safety issue, incorrect product, missing item or damaged package should be reported as soon as reasonably possible and preferably within 24 hours so that Concordia can investigate effectively.
Where reasonably possible, the customer should provide the order number, photographs, the product label or batch/date information, and retain the relevant packaging and remaining product safely for investigation. A failure to report within the preferred period does not remove statutory rights, but may affect the evidence available to establish the cause of the complaint.
Where a product is non-conforming, Concordia will provide the remedy required by applicable law, which may include replacement, an appropriate price reduction or refund.
Gift cards are not redeemable for cash except where mandatory law requires otherwise. The validity period and any specific conditions are stated on the gift card or the page on which it is sold. A Concordia gift card will be valid for at least the minimum period required by Dutch law.
Where a Consumer purchases a gift card or another non-perishable item online and a statutory right of withdrawal applies, Concordia will honour that right in accordance with mandatory law. Any mandatory online cancellation functionality and model withdrawal form remain available where legally required.
Loss, theft or unauthorised use of a gift card is at the holder’s risk after delivery of the card or code, except where the loss results from Concordia’s fault or mandatory law provides otherwise.
The quotation or event confirmation defines the agreed date, location, menu, number of guests, service level, staffing, equipment and other inclusions. Anything not expressly included is excluded.
The customer must check the quotation carefully and promptly report errors. Changes requested after acceptance are subject to availability and may be refused or charged separately.
Unless otherwise stated, the final guaranteed guest count and final dietary information must be provided no later than 7 calendar days before the event. After that deadline, Concordia may charge on the basis of the last confirmed number even if fewer guests attend. An increase in numbers is accepted only if Concordia confirms it.
If the customer changes the date, venue, time, menu or nature of the event, Concordia may treat the change as a new quotation or, where the original reservation can no longer reasonably be performed, as a cancellation of the affected part.
A Consumer may terminate a service agreement to the extent Dutch mandatory law gives the Consumer that right. For the part of an event-catering agreement that qualifies as a service agreement (overeenkomst van opdracht), Concordia may charge the costs reasonably incurred and reasonable remuneration for work already performed or capacity reasonably committed, as permitted by law.
Such amounts may include, where applicable and reasonable: menu development and planning work; staff scheduling and preparation; ingredients already ordered or purchased; non-refundable supplier and rental commitments; transport and production preparation; and other demonstrable costs or remuneration permitted by Dutch law.
Any deposit or advance payment may be applied against amounts lawfully due on cancellation. Any surplus remaining after the lawful cancellation amount is calculated will be refunded.
A request to move an event to another date is not automatically a free rescheduling. Concordia will make reasonable efforts to accommodate a new date, but additional costs, supplier charges and price differences may apply. If a suitable new date cannot be agreed, the original booking may be treated as cancelled subject to this clause.
Unless the quotation states a different cancellation schedule, a Business Customer cancelling an event or catering reservation must pay the following percentage of the agreed reservation value for the cancelled part:
Non-refundable third-party costs expressly incurred for the customer may be charged in addition where they are not already included in the cancellation percentage and this is reasonable. A reduction in guest numbers may be treated as a partial cancellation where it materially reduces the agreed reservation value.
The statutory consumer cancellation rules do not apply to Business Customers.
The customer is responsible for ensuring that the venue is suitable and legally available for the intended event and that Concordia has timely access, safe working conditions, sufficient electricity, water, lighting, loading/unloading access and any facilities expressly stated as required in the quotation.
Unless expressly included in Concordia’s scope, the customer is responsible for venue permits, permissions, security arrangements, parking permits, noise restrictions and venue-specific rules.
Delay, extra labour, parking charges, waiting time or additional equipment caused by inadequate access, missing facilities, incorrect information or venue restrictions may be charged to the customer where reasonable.
The customer is responsible for damage caused by the customer, guests or contractors engaged by the customer to Concordia’s equipment, vehicles, tableware, rented goods or other property, subject to applicable law.
Food that has been displayed, served, held at ambient temperature or otherwise left outside controlled storage may no longer be suitable for later consumption. Concordia may refuse to hand over food where doing so would create a food-safety risk.
If the customer requests to take away leftovers and Concordia agrees that they can be handed over safely, responsibility for storage, transport, reheating and timely consumption transfers to the customer upon handover. This does not exclude liability for a defect that already existed at handover.
Concordia may suspend or cancel performance if the customer materially breaches the agreement, fails to make a due payment, provides unsafe working conditions, provides materially incorrect information, or if continuation would create a food-safety, legal or serious operational risk. Where the breach is attributable to the customer, Concordia may recover the loss and costs that may lawfully be charged.
If Concordia cancels for reasons not attributable to the customer and not constituting force majeure, Concordia will refund amounts paid for the unperformed part, without prejudice to any additional mandatory rights of a Consumer.
Force majeure means an event beyond Concordia’s reasonable control that prevents or materially obstructs performance, including government measures, serious transport disruption, utility failure, fire, flood, epidemic restrictions, sudden loss of access to the venue, exceptional supplier failure, or critical staff unavailability that could not reasonably have been prevented.
The parties will first try in good faith to adapt, postpone or partially perform the agreement. Reasonable unavoidable costs already incurred and reasonable additional costs caused by an agreed change may be charged as permitted by law.
If performance remains impossible, either party may terminate the unperformed part. For Consumers, financial consequences will be determined in accordance with mandatory law. For Business Customers, Concordia remains entitled to payment for work performed, committed costs and other amounts agreed in the contract to the extent lawful.
Concordia is responsible for damage only to the extent that liability follows from the agreement or applicable law. To the fullest extent permitted by law, Concordia is not liable for indirect or consequential loss, loss of profit, loss of business, reputational damage or loss caused by circumstances attributable to the customer, guests, venue or third parties outside Concordia’s reasonable control.
Where Concordia is liable and a limitation is legally permitted, liability is limited to direct loss and, in the first instance, to the amount paid by Concordia’s liability insurer for the relevant claim plus any applicable excess. If no insurance payment is made and Concordia is nevertheless legally liable, liability is limited to the invoice or reservation value of the affected order or service.
The limitations in this clause do not apply where and to the extent limitation is prohibited by mandatory law, including liability that cannot lawfully be excluded for death or personal injury, mandatory product liability, or damage caused intentionally or with deliberate recklessness by Concordia’s management.
Concordia is not liable for damage resulting from inaccurate or incomplete information supplied by the customer, including information about the venue, access, guest numbers, allergies or dietary requirements, except where mandatory law provides otherwise.
Concordia may use subcontractors and third-party suppliers. Concordia remains responsible to the extent required by law, but is not liable for a third party’s independent failure where that failure is outside Concordia’s reasonable control and Concordia is not legally responsible for it.
Hired or loaned items remain the property of Concordia or the relevant supplier. The customer must use them with reasonable care and return them at the agreed time. Missing, broken or excessively soiled items may be charged at reasonable repair, cleaning or replacement cost.
Complaints must be submitted in writing as soon as reasonably possible with sufficient detail to allow investigation. Food-safety complaints should preferably be reported within 24 hours of discovery; event-service complaints should preferably be reported within 7 days after the event. These preferred reporting periods do not remove statutory consumer rights.
Where performance can still reasonably be corrected, the customer must give Concordia a reasonable opportunity to do so before arranging a third-party remedy at Concordia’s expense, unless urgency or mandatory law justifies otherwise.
Menus, recipes, proposals, photographs, designs, written concepts and other materials created by Concordia remain protected by applicable intellectual-property law and may not be commercially copied or reused without permission.
Concordia may use photographs of food, table settings and event details for portfolio or promotional purposes where no identifiable person is shown, unless otherwise agreed. Images showing identifiable individuals will be used only where a valid legal basis or permission exists.
Personal data is processed in accordance with Concordia’s Privacy Policy and applicable data-protection law. The customer is responsible for ensuring that personal data about guests or other third parties supplied to Concordia may lawfully be shared for the purpose of performing the agreement.
Dutch law applies to all agreements with Concordia. For Consumers, this choice of law does not deprive the Consumer of mandatory protection that cannot be excluded.
Disputes will be submitted to the competent court in the Netherlands. Any jurisdiction clause is subject to mandatory rules protecting Consumers.
If any provision of these Terms is invalid or unenforceable, the remaining provisions remain in force. The invalid provision will be interpreted or replaced, to the extent legally possible, by a valid provision that most closely reflects its lawful commercial purpose.
Concordia Catering
Schoonhetenstraat 90, 2531 RN, The Hague, The Netherlands
KVK: 87729628
Email: bonjour@concordiacatering.nl
Website: www.concordiacatering.nl
Cancellation, complaint and refund requests should be submitted in writing by email and should include the customer name, order or quotation number, relevant date and a clear description of the request. A customer is not required to state a reason where mandatory law allows cancellation without giving a reason.
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