Right of withdrawal and refunds

Scope. This page applies to consumer purchases completed through a BorderRelay checkout or payment link on relay.borderstride.com. No purchase is concluded on borderrelay.com itself.

1. Who this applies to

This page applies to consumers: natural persons buying outside their trade, business or profession. Business buyers have no statutory right of withdrawal, although the conformity and complaints provisions in the Terms of Sale still apply.

2. The fourteen-day right

You may withdraw within fourteen calendar days without giving a reason and without cost. For digital content, the period begins on the day the purchase contract is concluded.

3. Immediate delivery and waiver

Before digital content is delivered immediately, checkout asks you to agree that delivery begins during the withdrawal period and to acknowledge that you lose the withdrawal right once delivery starts. The box is not pre-ticked.

If you consent, access begins immediately and you cannot later withdraw from that purchase. If you do not consent, you retain the fourteen-day right and delivery begins after that period, unless you request earlier performance later.

Your choice, its date and time and the applicable version are recorded with the order. Waiving withdrawal never removes your rights if the product is not delivered or is not in conformity.

4. How to withdraw

Send an unambiguous statement before the fourteen days expire. An email is sufficient and the model form below is optional. Please include your invoice number.

By email: relay@borderstride.com
By telephone: +32 474 29 01 04 · please confirm in writing afterwards
By post: Borderstride Morrow, De Brulen 28, 2370 Arendonk, Belgium

5. What happens next

We refund all amounts paid, including any delivery cost, within fourteen days after receiving your notice. We use the original payment method unless you expressly agree otherwise. No refund fee is charged. Access ends at the same time and downloaded copies must be deleted.

6. Refunds outside withdrawal

You retain statutory remedies if a product is not delivered, differs from its description or does not work. Waiving withdrawal does not change those rights. At our discretion we may also refund a clear mistake, such as a duplicate order or an untouched product bought in error. Such a goodwill refund does not create an entitlement or precedent.

7. Model withdrawal form

To Borderstride Morrow, De Brulen 28, 2370 Arendonk, Belgium, relay@borderstride.com: I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the following product or service: Ordered on (*)/received on (*): ______________________ Name of consumer(s): ______________________ Address of consumer(s): ______________________ Invoice number: ______________________ Signature (only for a paper notice): ______________________ Date: ______________________ (*) Delete as appropriate.

8. If we disagree

Contact us first. A Belgian consumer may contact the Consumer Mediation Service. Consumers elsewhere in the EU may approach the European Consumer Centre in their own country.