Registered merchant
Panos
Nieuwstraat 263
3590 Diepenbeek
BE0732520343
/b2b-q8-diepenbeek-nieuwstraat
Terms and conditions
1. DEFINITIONS
In these general terms and conditions, the following terms shall have the meanings set out below:
- Platform: the website delivery-at-work.panos.be.
- Customer: a natural person or legal entity who places an Order via the Platform.
- Panos shop or seller: the specific Panos shop or franchisee with which the Customer places an Order via the Platform. This party is the contractual seller of the products ordered.
- Deli NV: the company behind the Panos franchise scheme.
- Bakeronline: Bakeronline NV, trading as Bakeronline, the technical service provider that supports the ordering platform, the account functionality and/or certain technical services.
- Order: the online purchase of products by the Customer from a selected Panos shop via the Platform.
2. ROLES OF THE PARTIES INVOLVED
delivery-at-work.panos.be is an online ordering platform through which the Customer can order products from participating Panos shops.
Various parties are involved in an Order placed via the Platform:
1. The selected Panos shop or franchisee
The Customer purchases the products directly from the selected Panos shop. This business is the contractual seller of the products.
2. Deli NV
Deli NV acts as the franchisor of Panos and makes the Platform available. Deli NV is not the contractual seller of the products.
3. Bakeronline
Bakeronline provides technical services, including support for the Platform and account functionality. Bakeronline is not the seller of the products.
3. CONTACT DETAILS
For any queries or complaints regarding a specific Order, the Customer should contact the Panos shop where the Order was placed. The Customer can find the identity and contact details of this shop under the ‘Info’ tab next to the product page and in the order confirmation email.
4. ACCOUNT AND USE OF THE PLATFORM
To place an Order, the Customer must create an account or use an existing account. This account is technically managed or supported by Bakeronline. Depending on the available features, the account may also be used at other shops or retailers that use Bakeronline’s services.
The use of the account is separate from the sales contract relating to the products. The sales contract is concluded in each case between the Customer and the Panos shop from which the Customer places an order.
The Customer is responsible for the accuracy of the details provided during registration or when placing an Order, and for keeping their login and account details confidential.
5. APPLICABILITY OF THESE TERMS AND CONDITIONS
These terms and conditions apply to every Order placed by the Customer via the Platform.
By placing an Order, the Customer confirms that they have been able to review and accept these general terms and conditions prior to placing the Order.
If additional or different terms and conditions apply to a specific Panos shop, these will be clearly communicated to the Customer before the Order is placed. In the event of any conflict, mandatory statutory provisions relating to consumer protection shall always take precedence.
6. PRODUCT INFORMATION, ALLERGENS AND PRICES
The products on offer, prices, ingredients, allergen information, availability and collection times are displayed on the Platform based on the information available for the relevant Panos shop.
Prices are quoted in euros, inclusive of VAT and all mandatory taxes. Any additional costs will be clearly communicated before the Order is placed.
Product photographs are for illustrative purposes only. The products actually delivered may differ slightly from the photographs, without prejudice to the consumer’s statutory rights.
If the Customer has any allergies or intolerances, they must carefully check the available allergen information before placing an Order. If in doubt, the Customer should contact the relevant Panos shop.
Although reasonable efforts are made to provide accurate allergen information and to avoid cross-contamination, the presence of traces of allergens cannot always be completely ruled out in an environment where different food products are prepared.
7. ORDERING PROCESS AND FORMATION OF THE CONTRACT
The Customer selects the desired products, the Panos shop or collection point, and the desired collection time.
Before the Order is finalised, the Customer will receive an overview of at least:
- the selected products;
- the total price, including VAT and any additional costs;
- the selected Panos shop or franchisee;
- the selected or confirmed collection time;
- the accepted payment methods;
- the relevant information regarding the right of withdrawal;
- a reference to these terms and conditions.
The Order is finalised when the Customer clicks on the order button which clearly states that the Order entails a payment obligation. The sales contract is concluded as soon as the Order is confirmed by the Panos shop.
The selected Panos shop may refuse or cancel an Order if a product is unavailable, in the event of an obvious error in the price or product information, if abuse is suspected, in the event of technical problems or in the event of force majeure. In such cases, the Customer will be informed and any amount already paid will be refunded.
8. PAYMENT METHODS
The following payment methods are accepted:
- Bancontact;
- VISA;
- Mastercard
- Apple Pay;
- Google Pay;
- iDEAL
The Order will only be processed once payment has been successfully completed, unless expressly stated otherwise.
9. COLLECTION
The Order must be collected from the chosen Panos shop at the chosen or confirmed collection time.
The Customer is responsible for collecting the Order on time.
If the Customer fails to collect the Order or collects it late, the Order remains payable, unless there is a demonstrable error on the part of the seller or unless otherwise required by mandatory statutory provisions.
For reasons of quality, food safety and hygiene, fresh or prepared products can only be stored for a limited period after the scheduled collection time.
10. RIGHT OF WITHDRAWAL
10.1 General rule
For distance contracts, the Customer generally has a statutory right of withdrawal of 14 calendar days, without giving any reason and without incurring any costs other than those permitted by law.
The withdrawal period begins on the day after the day on which the Customer takes delivery of the Order.
The Customer may exercise the right of withdrawal by informing the Panos shop, in no uncertain terms, of their decision to withdraw from the contract before the expiry of the withdrawal period.
10.2 Products to which the right of withdrawal does not apply
The right of withdrawal does not apply to goods that are liable to deteriorate rapidly or have a limited shelf life.
This includes, amongst other things:
- freshly prepared sandwiches;
- salads;
- coffee and other freshly prepared drinks;
- pastries, Viennese pastries and other fresh food products;
- other products which, by their nature, are perishable or have a limited shelf life.
10.3 Products to which the right of withdrawal may apply
For products that do not perish quickly and are suitable for return, such as certain unopened drinks in bottles or cans, the Customer does have the right of withdrawal.
The Customer must return these products in good condition, unopened and, where applicable, with the seal intact.
10.4 Returns and costs
If the Customer validly exercises their right of withdrawal, they must return the products in question without undue delay and, in any event, no later than 14 calendar days from the day on which they informed the seller of their decision to withdraw.
The costs of returning the goods shall be borne by the Customer.
To exercise the right of withdrawal, the Customer may use the model withdrawal form attached to these general terms and conditions. Use of this form is not mandatory; any other unambiguous statement indicating the decision to withdraw is also sufficient.
The goods must be returned to the Panos shop where the Order was placed, unless a different return address is specified.
10.5 Refund
If the Customer validly exercises the right of withdrawal, the seller shall refund all payments received for the products in question within 14 calendar days of the day on which the seller was informed of the decision to withdraw. However, the seller may defer the refund until it has received the products back or until the Customer has provided evidence that they have returned the products, whichever occurs first.
The refund will be made using the same payment method as that used for the original payment, unless the Customer expressly agrees to a different payment method.
11. STATUTORY GUARANTEE OF CONFORMITY
The seller guarantees that the products supplied correspond to the Order and meet what the Customer may reasonably expect, taking into account the nature of the products.
If a product is missing, damaged or does not correspond to the Order, the Customer must report this as soon as possible after collection to the Panos shop where the Order was placed, so that the seller can investigate the complaint and propose an appropriate solution.
For fresh, prepared or highly perishable products, factors such as the nature of the product, its limited shelf life, the time of collection and the instructions for storage and consumption will be taken into account.
Depending on the specific circumstances, an appropriate solution may consist of a replacement, a refund or another solution agreed with the Customer. This provision does not affect the consumer’s statutory rights.
12. COMPLAINTS
Complaints regarding a specific Order must be addressed to the Panos shop where the Order was placed.
When making a complaint, please provide at least the order number, the relevant collection point, a description of the problem and, where relevant, photographs or other supporting evidence.
For general enquiries about delivery-at-work.panos.be, the Customer may contact:
Deli NV
Address: Joseph Cardijnstraat 52, 9420 Erpe-Mere
Company number: BE 0422.571.986
Email: info@panos.be
For technical issues with the account or the functioning of the Platform, the Customer may, where applicable, be referred to Bakeronline or to the technical helpdesk.
13. LIABILITY
The Panos shop from which the Customer places an order is responsible for the correct fulfilment of the Order and for compliance with the legal obligations incumbent on the seller.
Deli NV and Bakeronline are not the sellers of the products that the Customer purchases directly from a Panos shop or franchisee. They are therefore not liable as sellers, except to the extent that they are liable under mandatory law or due to their own fault.
The Customer is responsible for the accuracy of the information they provide, for collecting the Order in a timely manner and for the proper storage of the products after collection. Deli NV, Bakeronline and the relevant Panos shop are not liable for any damage arising therefrom, or for damage resulting from the misuse of the Platform or circumstances beyond their reasonable control.
This provision does not affect the consumer’s statutory rights. Liability is not limited or excluded in cases where this is not permitted by law.
14. AVAILABILITY OF THE PLATFORM
Deli NV and Bakeronline shall use reasonable endeavours to ensure that the Platform remains available and functions correctly.
However, uninterrupted or error-free availability of the Platform cannot be guaranteed. The Platform may be temporarily unavailable due to maintenance, technical faults, updates, force majeure or other circumstances.
If an Order cannot be placed or processed correctly due to a technical fault, the Customer is requested to contact the relevant Panos shop or the technical helpdesk.
15. FORCE MAJEURE
The seller shall not be liable for any delays or failures resulting from circumstances beyond its reasonable control, such as technical faults, payment issues with third parties, stock shortages, strikes, fire, government measures, transport problems, severe traffic disruption or other cases of force majeure.
If it becomes impossible to fulfil the Order, the Customer will be informed and, where appropriate, a refund or alternative will be offered.
16. PERSONAL DATA
Personal data is processed in accordance with the applicable privacy policy.
Depending on the specific processing activities, Deli NV, the relevant Panos shop and/or Bakeronline may act as the data controller or data processor.
Further information on the processing of personal data, the purposes of the processing, retention periods, consumer rights and contact details for privacy enquiries is available in the privacy policy on the Platform.
17. INTELLECTUAL PROPERTY
All trademarks, logos, trade names, texts, images, photographs, software and other elements of the Platform are protected by the intellectual property rights of Deli NV, Bakeronline, their affiliated companies or their licensors.
The Customer may use the Platform solely for personal and non-commercial purposes.
It is not permitted to copy, distribute, modify, publish or use the content of the Platform for commercial purposes without prior written consent, except to the extent permitted by mandatory law.
18. AMENDMENTS TO THESE TERMS AND CONDITIONS
These terms and conditions may be amended from time to time.
The version applicable to an Order is the version available and accepted by the Customer at the time the Order is placed.
Amendments shall not affect Orders that have already been confirmed, unless otherwise required by mandatory law.
19. GOVERNING LAW AND COMPETENT COURTS
These general terms and conditions and Orders placed via the Platform are governed by Belgian law.
Without prejudice to mandatory consumer protection provisions, disputes fall within the jurisdiction of the competent Belgian courts.