Withdrawal and refund policy

This policy applies to purchases of products and to bookings of services made by consumers on the Drivat marketplace, in accordance with European Directive 2011/83/EU on consumer rights and with Belgian law (Code of Economic Law, Book VI). The vendors and providers present on Drivat remain responsible for their own terms of sale, within the legal framework set out below.

1. Scope

Drivat is a marketplace that connects buyers with independent vendors (for the purchase of products) and users with independent professionals (for the booking of services). The contract of sale or of service is concluded directly between the buyer/user and the vendor/provider concerned. Drivat acts as a technical intermediary.

2. Right of withdrawal — product purchases

If you are a consumer residing in the European Union and you buy a product on the marketplace, you have a withdrawal period of 14 calendar days from receipt of the product, without having to give a reason or pay any penalty, apart from the possible cost of return.

3. Legal exceptions to the right of withdrawal

In accordance with Article VI.53 of the Code of Economic Law (transposing Article 16 of Directive 2011/83/EU), the right of withdrawal does not apply in particular:

• to goods made to the consumer’s specifications or clearly personalised;
• to goods liable to deteriorate or expire rapidly;
• to sealed goods that cannot be returned for reasons of hygiene or health protection and were unsealed after delivery;
• to booking services tied to a specific date or period of performance (for example: booking accommodation, a table, an appointment or a service time slot);
• to services fully performed before the end of the withdrawal period, where performance began with the consumer’s prior express consent and the consumer acknowledged losing the right of withdrawal once the contract had been fully performed.

For these categories, what applies are the cancellation terms specific to each listing (displayed by the professional or vendor on their business profile) that apply.

4. How to exercise the right of withdrawal

To exercise your right of withdrawal on an eligible product purchase, you must notify your decision to the vendor concerned (via Drivat messaging or the contact details shown on their store) before the 14-day period expires, by means of an unambiguous statement (email, letter, or the model form below).

Model withdrawal form:
“I hereby give notice of my withdrawal from the contract for the goods below: [product description], ordered on [date], received on [date]. Consumer’s name, address, signature (if notified on paper), date.”

The goods must be returned to the vendor without undue delay and no later than 14 days after you communicate your decision to withdraw. Return costs are at your expense, unless the vendor states otherwise.

5. Refund

In the event of a valid withdrawal, the vendor refunds all sums paid (excluding additional delivery costs arising from a delivery method other than the least expensive standard method offered), no later than 14 days after being informed of your decision, or after receiving the returned goods (or proof of dispatch), whichever is later. The refund is made using the same means of payment as the one used for the purchase, unless otherwise agreed.

6. Cancelling service bookings

The cancellation terms for a booking (notice period, partial or full refund, any fees) are set by each professional or provider and shown on the listing page before the booking is confirmed. We encourage users to read these terms before making any booking.

7. Defective or non-conforming products

Independently of the right of withdrawal, every consumer benefits from the legal guarantee of conformity provided for by European and Belgian law in the event of a defective or non-conforming product, enforceable against the vendor.

8. Complaints and dispute resolution

In the event of a dispute with a vendor or a provider, we encourage you to contact them directly via Drivat messaging. If no solution is found, you can turn to the European online dispute resolution (ODR) platform : ec.europa.eu/consumers/odr.

9. Contact

For any question about this policy: contact@drivat.com — Contact form.