In case a customer wants to file a complaint about a purchase or the services of Tom and Terry B.V., it must be sent via email to [email protected]. We will respond substantively within 14 days. We always do our best to come to a mutual agreement with the customer in accordance with Dutch laws and regulations and we expect the same from our customers.
In case the customer is not satisfied with our response, a dispute can be submitted to a committee or directly to court. We hope that this will never be the case.
If you are not satisfied with the handling of your complaint, you can submit it to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).