General Terms and Conditions

Last updated: 13 October 2026

1. Who we are

Service Technic Belgium BV (“STB”), Bergensesteenweg 24 bus 8, 1600 Sint-Pieters-Leeuw, Belgium — company / VAT no. BE 0765.895.370 — +32 477 03 88 98 — [email protected].

2. Scope

These terms apply to all our services — repairs, servicing, installations, quotes and works — for private customers (“consumers”) and business customers alike. They are published on our website and provided to you before the appointment is confirmed or together with the quote. Specific written terms (such as a signed quote) take precedence over these general terms. The customer’s own terms and conditions do not apply unless STB agrees in writing.

Some rules apply only to consumers or only to business customers; where this is the case, it is stated. Nothing in these terms limits the rights that the law guarantees to consumers.

3. Who carries out the work?

STB organises the work and is your sole contracting party: STB confirms the appointment and issues the quote and the invoice. The work is carried out by independent technicians selected by STB, each of whom has their own professional liability insurance; STB checks their insurance certificate and its validity.

STB holds public and product liability insurance with Allianz Benelux SA (policy no. ZCN600083258, Belgium).

4. Requests and appointments

  • You can make a request by phone, WhatsApp or email, through the form or booking page on our website, or through our customer area.
  • Every appointment is confirmed by STB’s office (by phone, text message, WhatsApp or email). A request made online or with our virtual assistant remains a request until our office has confirmed it.
  • The confirmed time is an arrival window: the technician may arrive slightly earlier or later depending on traffic and the previous job; we will let you know if they are running late.
  • Response time: we do our best to attend an urgent repair the same day or the next day, depending on technician availability; no response time is guaranteed unless stated in writing in the confirmation.
  • You (or an adult you designate) must be present, provide clear and safe access to the installation, and tell us about any known risk (asbestos, dangerous installation, animal, etc.).

5. Prices

  • Our prices for consumers are quoted including VAT; prices for business customers may be quoted excluding VAT.
  • Starting prices (excl. VAT): repair from €149 excl. VAT, i.e. €157.94 incl. 6% VAT or €180.29 incl. 21% VAT; servicing from €169 excl. VAT, i.e. €179.14 incl. 6% VAT or €204.49 incl. 21% VAT.
  • A repair is charged according to the work actually done: call-out, first hour, then per quarter hour, plus parts and materials. A surcharge may apply in the evening, at night, on Saturdays, Sundays and public holidays; it is announced before the job.
  • The call-out and diagnosis remain payable even if the fault cannot be fixed immediately (part to be ordered, installation beyond repair, quote needed).
  • Installations and larger works are subject to a prior written quote at a fixed price. Unless stated otherwise, quotes are valid for 30 days. Additional work not included in the quote is carried out only with your agreement.
  • An estimate given by phone, WhatsApp or based on photos is indicative; the price is confirmed on site before work starts.
  • Before any work, the technician tells you the price; any price change requires your agreement.

6. VAT

  • 6%: work in a private home more than 10 years old, used mainly as a private residence, and invoiced directly to the end consumer; you sign a certificate and are responsible for the accuracy of your statement.
  • 21%: in all other cases, and where the law excludes the reduced rate (for example, installing a gas or oil boiler).
  • For business customers, the reverse-charge mechanism applies where required by law.
  • If the VAT rate applied turns out to be wrong because of incorrect information from the customer, the difference may be charged to the customer.

7. Cancelling or changing an appointment

  • You can cancel or reschedule an appointment at no charge up to 30 minutes before the planned arrival time, by calling +32 477 03 88 98 or replying to the confirmation message.
  • If you cancel less than 30 minutes before the planned arrival time, or once the technician is already on the way, or if nobody is present at the appointment, STB charges a call-out fee of €90 incl. VAT.
  • If STB or its technician cancels less than 30 minutes before the planned time, or fails to turn up without notice, you are entitled to compensation of the same amount (€90), deducted from your next job or refunded.
  • After a quote has been accepted, cancellation is handled according to the quote: costs already incurred (materials ordered, work done) remain payable, without prejudice to the right of withdrawal (section 8).

8. Right of withdrawal (consumers)

If the contract is concluded at a distance (phone, email, WhatsApp, website) or off-premises (at your home), you have the right to withdraw within 14 days without giving any reason, by sending us a clear statement (for example using the model form below) to [email protected]. The period runs from the conclusion of the contract (services) or from receipt of the goods.

Exceptions and special rules (Articles VI.53 and VI.73 of the Belgian Code of Economic Law):

  • Urgent repairs: if you expressly asked us to visit to carry out urgent repairs or maintenance, there is no right of withdrawal for that urgent work. Additional services or goods that are not strictly necessary for the emergency remain subject to the right of withdrawal.
  • Service started at your request: if you ask for the work to begin before the 14 days have ended and then withdraw, you pay for the part of the service already provided.
  • Service fully performed: if the service has been fully performed with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal, you can no longer withdraw.
  • Goods made or ordered to your specifications, and goods that become inseparably mixed with other items once installed, cannot be returned.

If you withdraw validly, we refund you within 14 days using the same means of payment.

Model withdrawal form — To Service Technic Belgium BV, Bergensesteenweg 24 bus 8, 1600 Sint-Pieters-Leeuw, [email protected]: “I hereby give notice that I withdraw from my contract for the provision of the following service / the sale of the following goods: … Ordered on … / received on … Name: … Address: … Signature (not required if sent by email): … Date: …”

9. Payment

  • The invoice is drawn up and approved by STB’s office, then sent by email.
  • Repairs and servicing: payment on site at the end of the job, by bank transfer (QR code with structured reference) or in cash up to €500 incl. VAT per job.
  • Installations and quoted works: according to the payment schedule in the quote (possibly a deposit on order, then the balance at the end of the works).
  • Unless the invoice states otherwise, invoices sent after the job are payable within 8 days of receipt.

10. Late payment

Consumers: if payment is late, we first send you a reminder at no charge. If the invoice is still unpaid 14 days after that reminder (calculated as provided by law), we may charge, in accordance with Articles XIX.2 et seq. of the Code of Economic Law:

  • late-payment interest at the maximum statutory rate;
  • a fixed compensation of: €20 for an outstanding balance up to €150; €30 + 10% of the amount above €150 for a balance between €150.01 and €500; €65 + 5% of the amount above €500 (maximum €2,000) for a balance above €500.

Business customers: any invoice unpaid on its due date automatically bears interest, without formal notice, at the rate set by the Act of 2 August 2002 on combating late payment, plus a fixed compensation of €40 for recovery costs, without prejudice to higher compensation on proof.

In case of non-payment, STB may suspend further work until payment is received.

11. Performance and liability

  • Work is carried out in accordance with good professional practice and applicable standards.
  • STB and its technicians are not liable for defects in an existing installation not covered by the job, misuse, lack of maintenance, or work carried out by a third party after our visit.
  • For business customers, STB’s liability is limited to direct damage and to the amount covered by its insurance. For consumers, this limitation does not apply in the event of gross or intentional fault, or personal injury.

12. Warranties

  • Goods sold to a consumer (parts, appliances): 2-year legal guarantee of conformity from delivery (Articles 1649bis et seq. of the former Civil Code). A defect that appears within one year of delivery is presumed to have existed at delivery, unless proven otherwise.
  • Manufacturer’s warranty: installed appliances also benefit from the manufacturer’s warranty, under its own conditions (product registration, annual servicing, etc.).
  • Labour: 6 months on labour for repairs, 12 months on labour for installations. It is in addition to, and does not replace, the legal guarantees.
  • Major works remain subject to contractors’ ten-year liability (Articles 1792 and 2270 of the former Civil Code), where applicable.
  • The warranty does not cover normal wear and tear, lack of maintenance, misuse or third-party intervention.

13. Complaints

Complaints can be sent to [email protected] or +32 477 03 88 98, with your name, the job address and a description of the problem (photos help). We acknowledge receipt within 2 working days and propose a solution within 15 days.

Please report visible defects as soon as possible, ideally within 8 days; this does not limit consumers’ legal guarantees. A complaint about an invoice does not entitle you to withhold the undisputed amount.

14. Mediation

If we cannot find a solution together, a consumer can contact the Consumer Mediation Service: North Gate II, Boulevard du Roi Albert II 8, box 1, 1000 Brussels — www.consumentenombudsdienst.be/en. STB agrees to take part in this mediation.

15. Personal data

We process your data in accordance with our Privacy policy. Calls to our switchboard and virtual assistant are recorded; you are told so at the start of the call.

16. Governing law and jurisdiction

Belgian law applies. In disputes with business customers, the courts of the judicial district of Brussels have exclusive jurisdiction. For consumers, the courts with jurisdiction are those designated by law (in particular those of the consumer’s place of residence).