Terms and conditions of use of our services

This text is a translation. In the event of any discrepancy between language versions, the French text shall prevail.

Article 1 – Identity of the company and scope

These terms and conditions are issued by:

Titres-Services Bruxelles-Est srl, trading under the name TS-BXL Service Vouchers (TS-BXL Titres-Services), registered with the Crossroads Bank for Enterprises (CBE) under number 0808.687.020, with its registered office at Avenue des Lucioles 1, 1170 Watermael-Boitsfort, and approved under the service voucher system under number TS 03640, hereinafter “TS-BXL” or “the Company”.

They apply to the services provided by TS-BXL under the service voucher system, in particular:

• household help at home;
• authorised household shopping;
• ironing and occasional minor mending;
• the services offered in TS-BXL’s approved ironing centres.

They supplement the agreement concluded with the User.

In the event of any conflict, the documents apply in the following order of precedence:

• mandatory statutory and regulatory provisions;
• the special conditions and arrangements expressly agreed with the User;
• the agreement for the performance of services under the service voucher system;
• these terms and conditions;
• the practical instructions and procedures communicated by TS-BXL.

The definitions set out in the agreement also apply to these terms and conditions.

Article 2 – Formation and performance of the contractual relationship

The contractual relationship takes effect on the date set out in the agreement signed by TS-BXL and the User.

Stating a preferred day, time, frequency or date does not, in itself, constitute a guarantee of availability. The usual organisation of the services becomes effective once confirmed by TS-BXL.

The User provides accurate and complete information and promptly informs TS-BXL of any change likely to affect the organisation or regularity of the services, in particular:

• their address;
• their contact details;
• their user number with the issuing company;
• a move to a new home;
• any particular risk present in the home;
• any change in their situation that may affect their right to use service vouchers.

Communications are sent to the most recent contact details validly provided to TS-BXL. The User informs the Company of any change as soon as possible.

Article 3 – Organisation, quality and continuity of the services

TS-BXL uses the means reasonably necessary to organise the services in accordance with the agreed arrangements and to ensure the level of quality that can reasonably be expected of a professional housekeeping service.

The Company cannot, however, guarantee:

• the permanent availability of a specific worker;
• the systematic and immediate replacement of an absent worker;
• that exactly the same day or time will be kept in the event of a replacement;
• the performance of a service where an event beyond its control makes it temporarily impossible.

Services are not normally performed on statutory public holidays or on the substitute days off applicable to the worker.

Where a service cannot be provided, TS-BXL informs the User as soon as possible. The parties may agree to reschedule the service, subject to the availability of the service and compliance with the applicable regulations.

No service voucher, no administrative fee calculated on the hours worked and no cancellation fee is payable for a service not performed by TS-BXL.

In the event of repeated absences without reasonable notice, persistent difficulties or clearly inadequate services, the User informs TS-BXL. The Company examines the situation and, depending on the circumstances and its availability, seeks an appropriate corrective measure, such as support for the worker, a follow-up visit or a replacement.

This article does not limit the User’s rights in the event of fault on the part of TS-BXL, breach of an essential obligation or repeated non-performance of the agreement.

Article 4 – Communication and changes to the schedule

Any request concerning the schedule, duration, frequency, rescheduling or cancellation of a service must be sent directly to TS-BXL through a channel accepted by the Company.

Information given only to the worker does not change the schedule confirmed by TS-BXL.

Requests are considered in the light of:

• the worker’s availability;
• the organisation of the worker’s timetable;
• continuity of service for other users;
• travel times;
• the rules applicable to working time.

A change only takes effect once confirmed by TS-BXL.

The rules on one-off cancellations, planned absences and services made impossible are set out in Article 5.

Article 5 – Cancellations and absences

5.1. Planned absences of the User

The User may temporarily suspend the services because of holidays or another planned absence.

However, the usual arrangements are only guaranteed to be maintained for a cumulative maximum of four weeks per calendar year, provided that the notice period is observed.

The User informs TS-BXL at least ten working days before the start of the absence, using the form available on the TS-BXL website or any other written channel accepted by the Company.

Absences in July and August are communicated before 30 May, the date on which TS-BXL draws up the summer schedules. If communicated after that date, they are still accepted provided the ten-working-day notice is respected, but the usual arrangements are no longer guaranteed.

A longer interruption may mean that TS-BXL is no longer able to guarantee:

• that the usual timetable will be kept;
• the availability of the same worker;
• the immediate resumption of the services on the desired date.

TS-BXL then examines with the User the reasonable options for resuming the services.

5.2. One-off cancellation by the User

Any cancellation of an individual service must be communicated directly to TS-BXL at least forty-eight working hours before its scheduled start time.

The notice period is calculated on working days only, i.e. Monday to Friday, excluding statutory public holidays.

For example, a service scheduled for Monday at 9am must be cancelled by 9am on the preceding Thursday at the latest.

The cancellation is communicated using the form available on the TS-BXL website or any other written channel accepted by the Company.

Information given only to the worker does not constitute a valid cancellation until it has been received or confirmed by TS-BXL.

5.3. Late cancellation or service made impossible by the User

Where a service is cancelled late or cannot be performed for a reason attributable to the User, a late cancellation fee is payable.

This applies in particular to:

• the User’s absence where it prevents access to the home;
• the absence or failure of the agreed means of access;
• failure to communicate the cancellation;
• refusal of access to the worker;
• a dangerous or clearly unsanitary situation;
• the absence of equipment essential to the service;
• any other circumstance reasonably within the User’s responsibility that prevents the planned work from being carried out.

A planned absence within the meaning of Article 5.1 that is not notified at least ten working days before it begins is also a late cancellation: each service planned during that absence gives rise to the late cancellation fee.

No service voucher will be claimed for a service that has not been performed. The late cancellation fee is invoiced separately from the service vouchers, together with the administrative fees for the month concerned.

Its amount is set as a flat fee of 25 euros per service cancelled late, regardless of its duration.

This flat fee is a reasonable and proportionate estimate, well below the loss actually suffered by TS-BXL, which continues to pay the worker for the scheduled hours and has to reorganise her schedule. No other fee is claimed for the same service.

During the notice period for terminating the agreement, the scheduled services remain due. Those that do not take place because of the User give rise to the same flat fee, regardless of how far in advance they were cancelled.

5.4. Situations in which no fee is claimed

The cancellation fee is not claimed:

• in the event of force majeure or a reasonably justified unforeseeable circumstance;
• where the cancellation results from a decision by TS-BXL;
• where a mandatory provision precludes invoicing it.

Where the situation does not allow the forty-eight working hours’ notice to be observed, the User informs TS-BXL as soon as reasonably possible.

The User may communicate any particular circumstances. TS-BXL considers them in a reasonable, humane and proportionate manner.

5.5. Repeated cancellations and maintaining the usual arrangements

Observing the notice period allows the User to cancel an individual service without a fee, subject to the provisions on cancellation fees agreed between the parties.

It does not, however, guarantee that the same day, the same time or the same worker will be kept indefinitely where cancellations become frequent or repeated.

TS-BXL must organise sufficiently stable working timetables and comply with its contractual and pay obligations towards its workers, including where scheduled services are cancelled by users.

Frequent or repeated cancellations may, in particular:

• create gaps in the worker’s timetable;
• make it impossible to maintain the number of hours provided for in the worker’s employment contract;
• require TS-BXL to look regularly for replacement services;
• disrupt other users’ schedules;
• increase travel and waiting times;
• undermine the stability of the usual organisation of the service.

Whether there is a lasting disruption is assessed objectively, taking into account in particular:

• the number and frequency of cancellations;
• their distribution over time;
• the duration of the cancelled services;
• the real possibility of reassigning the hours concerned;
• the impact on the worker’s timetable and employment contract;
• any particular circumstances communicated by the User;
• the duration and general organisation of the contractual relationship.

Where the User’s cancellations undermine the stability of the service on a lasting basis, TS-BXL informs the User and seeks a reasonable solution with them.

This solution may, in particular, consist of:

• changing the usual frequency of the services;
• reducing the number of hours reserved;
• agreeing on another day or time;
• putting in place a more flexible arrangement;
• no longer guaranteeing the usual time slot;
• assigning the time slot or the worker to another user whose needs are more regular.

Any lasting change is communicated to the User on a durable medium and only takes effect once confirmed by TS-BXL.

Where no arrangement reasonably compatible with the User’s needs and TS-BXL’s obligations can be found, TS-BXL may terminate the agreement subject to the ordinary notice period provided for therein.

This measure is not a penalty. Its purpose is to enable TS-BXL to maintain stable working timetables, honour its obligations towards its workers and ensure the general continuity of the service.

No cancellation fee is payable for a service cancelled within the required notice period solely on account of the number of cancellations. The consequences provided for in this article are organisational in nature.

5.6. Cancellation or no-show attributable to TS-BXL

TS-BXL informs the User as soon as possible when it learns that a service cannot be provided.

No compensation is payable where the cancellation or absence results from illness, an accident, force majeure, an unforeseeable circumstance or any other event that cannot reasonably be attributed to TS-BXL.

Where TS-BXL, for a reason directly attributable to it, cancels a service late without informing the User, or repeatedly fails in its obligation to organise the services without offering a reasonable corrective measure, the User may request that the direct loss they establish they have suffered be examined.

Reciprocally, where TS-BXL cancels a service late for a reason directly attributable to it, excluding in particular the worker’s illness or accident, force majeure or any other unforeseeable circumstance, and without offering a replacement, the User is entitled to a flat compensation of 25 euros per cancelled service, deducted from their administrative fees.

5.7. Distinction from administrative fees

A service that is not performed does not give rise to any administrative fee calculated on the hours worked.

Any cancellation fee compensates for a separate situation: scheduled working time, paid by TS-BXL, that remained unused because of a late cancellation or a circumstance attributable to the User.

Article 6 – Recording, validation and payment of services with service vouchers

6.1. When services become payable

Each hour actually worked is paid for with a valid service voucher, in accordance with the rules of the competent Region.

Payment for a service is due as soon as the service has been performed and duly recorded on the User’s Pluxee account.

The User ensures that they always have enough service vouchers in their electronic wallet to allow immediate payment for the services performed.

6.2. Recording the service

After each service, the hours worked are recorded in the Pluxee system by the worker or, where necessary, by TS-BXL.

Recording by TS-BXL takes place on an exceptional basis, in particular where the worker has forgotten, made an error or encountered a technical problem.

The record includes in particular:

• the date of the service;
• the number of hours worked;
• the type of activity;
• the identity of the worker;
• the identity of the approved company.

6.3. Information for the User

When a service is recorded on their account, the User receives an e-mail or notification from Pluxee setting out the details of the recorded service.

This notification invites the User:

• either to confirm the service if the details are correct;
• or to dispute it if they notice an error or disagree.

The User keeps the e-mail address and contact details linked to their Pluxee account up to date.

Not receiving or not reading the notification does not release the User from the obligation to check regularly the services recorded in their Pluxee secure area.

6.4. Validation requested from the User

TS-BXL asks the User to check and validate each service as soon as they receive the notification from Pluxee.

This validation is one of the User’s essential commitments in the administrative organisation of the service.

In particular, it makes it possible to:

• confirm quickly that the service is accurate;
• authorise the debiting of the corresponding service vouchers;
• ensure payment for the work done;
• avoid a build-up of pending services;
• detect any error quickly;
• ensure reliable administrative follow-up;
• limit reminders and manual intervention by TS-BXL.

No penalty is applied merely because the User has not carried out the validation themselves within the time allowed, without prejudice to the consequences of an insufficiently funded wallet or persistent non-payment.

6.5. Automatic validation

Where the User neither confirms nor disputes a service within the applicable period, it is automatically confirmed in accordance with the rules of the regional service voucher system.

As at the date of these terms and conditions:

• where the service is recorded by the worker, the User normally has five working days to confirm or dispute it;
• where the service is exceptionally recorded by TS-BXL, the confirmation period may be extended to sixty calendar days, depending on the circumstances of the recording and its validation.

These periods are set by the regional service voucher system and may change independently of TS-BXL.

When the applicable period expires, the service is automatically confirmed, can normally no longer be disputed through the ordinary procedure available in the secure area, and the corresponding number of service vouchers is debited.

The absence of manual validation therefore does not amount to a refusal to pay.

6.6. Disputing a service

To dispute the date, duration or any other detail of a service, the User uses the dispute function available in their Pluxee secure area or in the applicable regional app.

The dispute must be raised before the applicable confirmation period expires.

The User states the reason for the dispute and provides the information enabling TS-BXL to examine the situation.

The dispute suspends the automatic processing of the service concerned in accordance with Pluxee’s rules. It does not affect other services that are not disputed.

TS-BXL examines the dispute, hears the worker if necessary and corrects or validates the service on the basis of the information available.

A dispute clearly unrelated to the accuracy of the service may not be used to delay its payment unduly.

6.7. Insufficiently funded wallet

Where the User’s electronic wallet does not contain enough service vouchers when a service is confirmed or deemed confirmed, payment for that service remains due.

The User orders without delay the number of service vouchers needed to bring their account up to date.

An insufficient balance in the wallet, the expiry of service vouchers or failure to order them does not suspend the obligation to pay for services actually performed.

TS-BXL may inform the User of the shortfall and ask them to top up their wallet within the period stated.

6.8. Reminder procedure

Where one or more services remain unpaid because the wallet is insufficiently funded, TS-BXL may send the User up to three successive messages:

• a first reminder informing the User of the unpaid services and inviting them to top up their wallet;
• a second reminder pointing out that the situation has not been regularised and that the services may be suspended;
• a third and final reminder constituting a final request for regularisation before the service is suspended and any recovery procedure is initiated.

The reminders state, to the extent necessary:

• the services concerned;
• the number of service vouchers missing;
• the period concerned;
• how to top up the wallet;
• the time allowed;
• the possible consequences of failing to regularise the situation;
• the procedure to follow in the event of a dispute.

Sending these reminders does not deprive the User of the time limits and protections provided for in Book XIX of the Code of Economic Law.

6.9. Consequences of failure to regularise

If the situation is not regularised after the reminders sent to the User, TS-BXL may:

• suspend scheduled services;
• not organise any new service as long as the wallet remains insufficiently funded;
• request regularisation of the unpaid services;
• where payment by service vouchers is no longer possible, claim the equivalent value of the services within the limits permitted by law;
• initiate a recovery procedure in accordance with Article 8;
• terminate the agreement in the event of persistent default, in accordance with its provisions.

Suspension or termination does not release the User from the obligation to regularise services already performed.

6.10. Paper vouchers

Where the use of paper service vouchers is still permitted, the User completes and hands them over in accordance with the issuing company’s instructions and within the applicable time limit.

The worker may not:

• buy or order service vouchers in the User’s name, except under a power of attorney validly drawn up in accordance with the applicable rules;
• use the User’s digital access or personal codes;
• sign or validate service vouchers on the User’s behalf;
• accept a service voucher issued in the name of a person who may not legally pay for the service concerned.

6.11. Prohibited uses

A service voucher may never be used to pay for:

• a service that has not been performed;
• administrative fees;
• a cancellation fee;
• damage;
• interest or recovery costs;
• any other amount outside the service voucher system.

Article 7 – Administrative fees and payment terms

7.1. Principle and prior information

The administrative fees applicable to the services are set out in the agreement concluded with the User.

Their amount, nature, frequency and method of calculation are clearly communicated to the User before the agreement, or the amendment introducing them, is concluded.

They are calculated on the basis of the number of hours actually worked and validly paid for with service vouchers.

They represent a contribution to the actual costs borne by TS-BXL and may not be unreasonable.

They are invoiced separately and may never be paid with service vouchers.

7.2. Invoicing

The invoice or statement specifies in particular:

• the period concerned;
• the number of hours taken into account;
• the applicable rate;
• the method of calculation;
• the total amount due;
• the due date;
• the means of payment used or proposed.

Unless a different period is stated on the invoice, administrative fees are payable within fourteen calendar days of the invoice being sent.

No administrative fee calculated on the hours worked is payable for an hour that was not worked.

7.3. Means of payment

The fees are paid using the payment method agreed with the User.

The use of direct debit or any other automatic payment method requires the payer’s express and separate authorisation.

The User may cancel their direct debit in accordance with the applicable rules and the terms communicated by their payment service provider.

Refusing or revoking a direct debit does not, in itself, lead to a price increase or additional charges. The User nevertheless remains obliged to pay invoices by one of the other means offered by TS-BXL.

Where the User has authorised an automatic payment, TS-BXL may submit the payment order in accordance with the mandate or authorisation given.

The User remains responsible for paying invoices, including where a direct debit or automatic payment fails.

7.4. Disputing an invoice

Any reasoned dispute concerning an invoice may be sent to TS-BXL.

The dispute states:

• the invoice concerned;
• the item or amount disputed;
• the grounds for the dispute;
• any information useful for examining it.

A dispute does not suspend payment of the undisputed portion.

Article 8 – Non-payment and debt recovery

8.1. Scope

This article applies in particular to:

• administrative fees invoiced by TS-BXL;
• validly agreed cancellation fees;
• services actually performed that could not be settled with service vouchers;
• any other sum that is certain, due and not seriously disputed, owed under the agreement.

Operational messages inviting the User to validate a service or top up their Pluxee wallet do not necessarily constitute the first statutory reminder referred to in Book XIX of the Code of Economic Law.

Where TS-BXL intends to apply interest or a recovery fee, it sends a reminder meeting the conditions laid down in that Book.

8.2. First statutory reminder

In the event of non-payment by the due date, TS-BXL sends the User a first reminder, free of charge, in accordance with Book XIX of the Code of Economic Law.

The User then has a period of at least fourteen calendar days before any interest or fee may be applied.

The starting point of this period is determined in accordance with the law and depends in particular on how the reminder is sent.

Where the same contract gives rise to regular instalments, the specific statutory rules on the number of free reminders continue to apply.

8.3. Interest and fixed compensation

If payment has not been made when the statutory period expires, TS-BXL may claim, provided that the statutory conditions are met and the amounts remain proportionate to the reasonably foreseeable loss:

• late-payment interest calculated on the outstanding balance, at the reference rate increased by eight percentage points referred to in Article 5, second paragraph, of the Law of 2 August 2002 on combating late payment in commercial transactions, without exceeding the applicable statutory maximum;
• fixed compensation not exceeding:
  • €20 where the balance due is €150 or less;
  • €30, plus 10% of the amount due on the portion between €150.01 and €500, where the balance due is between €150.01 and €500;
  • €65, plus 5% of the amount due on the portion above €500, up to a total maximum of €2,000, where the balance due exceeds €500.

This compensation covers all the costs of amicable recovery, including the administrative costs of reminders and handling the file.

No other amount may be claimed in respect of amicable recovery, unless a mandatory statutory provision provides otherwise.

Using a debt recovery partner does not increase the amounts that may lawfully be claimed from the User.

8.4. Suspension of services

TS-BXL may suspend the services where, after a reminder and the expiry of the applicable time limits, the User does not settle the service vouchers or sums due.

Where the situation allows, the User is informed of the suspension and of the conditions for any resumption.

The suspension must remain reasonable and proportionate to the nature, amount and persistence of the failure.

8.5. Reciprocity

Where a sum that is certain, due and not seriously disputed must be refunded or paid by TS-BXL to the User and remains unpaid after a written request followed by a period equivalent to that granted to the User, the User may claim from TS-BXL interest and compensation determined under conditions reciprocal and equivalent to those of this article, within the limits of the applicable law.

Article 9 – Complaints and disputes

Any complaint concerning a service, an invoice, a worker or the organisation of the service is sent directly to TS-BXL.

To allow prompt action and the preservation of relevant evidence, the User is asked to report:

• any problem with the quality of a service within five days of noticing it;
• any recording error as soon as it is received;
• any damage within three working days of the service concerned;
• any serious incident or suspected offence immediately.

These time limits are organisational. Exceeding them does not automatically entail the loss of rights that the User cannot legally waive.

TS-BXL examines the complaint confidentially and may request the information or supporting documents reasonably necessary.

The User may not directly impose on the worker any financial deduction, penalty, threat or disciplinary measure.

Article 10 – Respect for workers’ privacy and surveillance devices

The User respects the worker’s privacy, dignity and personal data.

The User informs TS-BXL in advance of the presence in the home of:

• a camera;
• an audio or audiovisual recording device;
• a doorbell or security system that records images or sound;
• any other device capable of monitoring or recording the worker.

Any device must be used in accordance with the applicable legislation, in particular the principles of lawfulness, transparency, necessity and proportionality.

No device may film an area in which the worker may legitimately expect particular privacy, such as the toilet or an area used for changing.

Images or recordings may not be used, kept, disclosed or distributed for any purposes other than those permitted by law.

Where a device has not been disclosed, is clearly disproportionate or is used in a way that undermines the worker’s dignity or privacy, TS-BXL may request that it be switched off, suspend the service or take any measure necessary to protect the worker.

Article 11 – Damage, incidents, claims and insurance

11.1. Principle

TS-BXL holds the insurance required for carrying on its activities and employing its workers.

Within the limits permitted by law, TS-BXL is liable for direct damage resulting from a proven fault committed in the performance of the agreement.

No limitation or exclusion of liability applies in the event of:

• fraud or wilful misconduct by TS-BXL;
• gross negligence by TS-BXL;
• harm to a person’s life or physical integrity attributable to TS-BXL;
• non-performance of an essential obligation under the agreement;
• liability that cannot legally be limited or excluded.

TS-BXL’s liability does not depend on its insurer’s decision to accept or refuse cover.

11.2. Reporting damage

The User is asked to report any damage or incident to TS-BXL within three working days of the service concerned.

Prompt reporting makes it possible to:

• preserve evidence;
• hear the worker;
• examine the circumstances;
• file a claim with the insurer, if necessary;
• find a solution as quickly as possible.

This time limit is organisational. Exceeding it does not automatically entail the loss of the rights granted to the User by law.

Damage is reported using the incident report form or, failing that, by e-mail to hello@ts-bxl.be or through any other written channel accepted by TS-BXL. Each report is given a ticket number, which the User quotes in all correspondence about the claim.

11.3. Information required

The User provides the information reasonably necessary to examine the file, in particular:

• the date and circumstances of the damage;
• the estimated amount of the damage;
• a description of the item concerned;
• photographs;
• proof of purchase, where available;
• a quote or invoice for repair or replacement;
• any useful information about the previous condition of the item.

As far as possible, the User avoids having the item repaired, replaced or disposed of before TS-BXL or its insurer has been able to examine it.

This obligation does not apply in an emergency or where immediate action is needed to prevent the damage from getting worse.

11.4. Assessment of liability

Liability is assessed in the light of the specific circumstances and the evidence available.

The following may, in particular, be taken into account:

• normal wear and tear;
• age;
• a pre-existing defect;
• the particular fragility of the item;
• instructions given by the User;
• information given to the worker;
• the condition of the equipment or products supplied by the User;
• the precautions reasonably expected of the parties.

The insurer’s involvement and the terms of the policy are examined in the light of the claim. They do not, in themselves, determine the legal liability of the parties.

11.5. €250 threshold and excess

Damage below €250. Material damage of less than €250 is considered an ordinary risk of everyday life, inherent in the upkeep of a home. It does not give rise to any intervention by TS-BXL, except in the event of fraud, intentional misconduct or gross negligence by TS-BXL or its worker.

Damage of €250 or more. Where TS-BXL is liable, the damage is covered by TS-BXL’s insurance, in accordance with the terms of the policy, in particular the deduction for wear and tear. The €250 insurance excess is in principle borne by the User. TS-BXL may, however, decide to cover it in whole or in part, depending on the circumstances of the claim.

This threshold and this excess do not apply to bodily injury, nor where the law prohibits limiting TS-BXL’s liability.

11.6. Fragile or valuable items

The User is asked not to leave cash, jewellery, confidential documents or items of high value in plain view.

The User informs the worker of any particularly fragile items and of any specific precautions required when cleaning them.

The mere fact that an item is fragile or valuable does not automatically exclude TS-BXL’s liability, but its nature and the instructions received may be taken into account when the file is examined.

11.7. Suspected theft or offence

Any suspected theft or offence is reported to TS-BXL immediately.

The User is asked to file a complaint with the police and to provide TS-BXL with the police report reference.

It is for the competent authorities to establish whether an offence has been committed and to identify the perpetrator.

Any liability on the part of TS-BXL is examined in the light of the circumstances, the evidence available, the applicable law and the insurance cover.

Article 12 – Protection of the User’s data

TS-BXL processes the personal data necessary to manage its relationship with the User, in particular in order to:

• conclude and perform the agreement;
• organise the services;
• manage service vouchers, invoices and payments;
• communicate with the User;
• ensure the safety of workers;
• handle incidents, claims and complaints;
• comply with its legal and regulatory obligations.

Information on the purposes, legal bases, recipients, retention periods, any processors and the User’s rights is set out in TS-BXL’s privacy policy.

Marketing communications that are not necessary for the performance of the agreement are only sent on an appropriate legal basis.

The User may exercise their right to object where applicable.

Article 13 – Ironing centre services

Laundry left at a TS-BXL ironing centre must be handed in in a closed container or a clearly identifiable laundry basket.

The User ensures that the container shows at least:

• their name;
• a means of contact;
• their service voucher user number.

TS-BXL may attach an identification label where this is necessary to keep track of the laundry.

The User first removes any personal belongings, documents, money or other items not intended for processing at the ironing centre.

Any special feature or fragility requiring specific treatment must be mentioned when the laundry is dropped off.

TS-BXL cannot guarantee the result of a treatment that is incompatible with:

• the care label;
• the nature or fragility of the fabric;
• its previous condition;
• the manufacturer’s instructions;
• the information provided by the User.

Any loss or damage is reported promptly so that searches can be carried out and the file examined.

The liability principles set out in the agreement and in Article 11 of these terms and conditions continue to apply.

Article 14 – Suspension and termination of the relationship

The conditions for suspension and termination are set out in the agreement.

At the end of the relationship, the parties in particular:

• settle any services and invoices still outstanding;
• return keys and other means of access;
• cancel payment authorisations that are no longer needed;
• deal with any services still recorded with the issuing company.

The termination of the agreement does not deprive the parties of their rights and obligations relating to earlier services.

Article 15 – Changes to the terms and conditions

TS-BXL may amend these terms and conditions because of:

• a change in law or regulations;
• a change in the service voucher system;
• a requirement of a competent authority;
• a reasonable change in its organisation, tools or services.

Any substantial change is communicated individually to the User, on a durable medium, before it comes into force.

Where the change results directly from a mandatory statutory or regulatory provision, it applies from the date imposed by that provision.

Where a change not required by law substantially affects the User’s rights or obligations, it may only be applied to the User under the conditions permitted by Belgian law. The communication specifies the date on which it comes into force and the User’s right to terminate the agreement before that date.

Mere publication on the website is not sufficient to impose a substantial change to the contract on the User.

A change in the amount or method of calculation of administrative fees is subject to the specific provisions of the agreement, to the User’s consent where required and to the applicable regional regulations.

No change has retroactive effect, unless a mandatory statutory provision provides otherwise.

Article 16 – Applicable law and dispute resolution

These terms and conditions are governed by Belgian law.

Any complaint may be sent to: TS-BXL Service Vouchers, Avenue des Lucioles 1, 1170 Watermael-Boitsfort. E-mail: hello@ts-bxl.be. Telephone: 02 675 41 03.

The parties shall first seek an amicable solution.

Failing an amicable solution, the dispute is submitted to the competent courts in accordance with Belgian law and the mandatory rules protecting consumers.

No clause deprives the User of the right to bring proceedings before the court with legal jurisdiction.