What changes in our Terms and Conditions next quarter
With the Conditions of Use, we ensure the quality of our platform. Effective February 27, 2026, we are adjusting some conditions in the Conditions of Use Professional Sales and Logistics via bol. In this message, you can read which conditions are affected and what changes.
Conditions of Use Professional Sales via bol
Article 19 – Internal complaint handling system
The amended Article 19 paragraph 1 reads as follows:
- If the partner is not satisfied with the way bol performs its services, the partner can submit a complaint free of charge to bol within six months after the decision or event to which the complaint relates, by sending an email to the email address partnerklachten@bol.com.
Appendix 1 - General conditions of sale for professional sales via bol
The new Article 9.2 reads as follows:
The partner shall reimburse all payments from the customer, including any delivery costs charged for the returned item, without delay but within 14 days following the day on which the customer notifies the partner of the withdrawal. bol will set up the platform in such a way that customers receive these payments via bol and not via the partner. bol will refund the customer exclusively on behalf and for the account of the partner. The financial obligation to refund rests entirely with the partner. The partner hereby grants bol the irrevocable right to make these payments to customers on behalf of the partner. If and insofar as the partner does not pay this amount to bol, or does not pay it on time, bol is not obliged to make (a part of) the refund to the customer. Unless the partner offers to collect the item themselves, bol may wait with the refund until the partner has received the item or until the customer demonstrates that they have returned the item, whichever occurs first.
Appendix 2 - Service Levels for partners
The following will be adjusted in Appendix 2:
Answer customer questions from customers via email in the customer's language, possibly with the help of translation tools.
**** This percentage is calculated based on all customer questions that the partner receives via the communication channels offered by bol, including email and Direct Messaging, and that are offered via the partner's seller account, as well as customer questions forwarded by bol customer service. Customer questions must also be answered within this period if bol has temporarily blocked the partner's seller account.
Conditions of Use Shipping via bol
Appendix 1 – Shipping via bol services (including Delivery Conditions)
Transfer to carrier(s) by means of pick-up:
For Ampère under Standard transport (Next Day):
Sub B. has been supplemented and the new sub B reads: Standard pick-up times and days: the pick-up times from Monday to Friday (excluding national holidays) by Ampère are at the choice of the Shipping via bol partner between 16:00 and 18:00 or 18:00 and 20:00 at the Shipping via bol partner. For the Shipping via bol partner who has registered for this and has been accepted by bol, there is an additional pick-up time on Sunday (excluding holidays) between 13:00 and 15:00 at the Shipping via bol partner.