Terms & Conditions – NL Assist

These Terms & Conditions apply to all services provided by NL Assist.

By using our services, you agree to these Terms & Conditions.

Business Name

NL Assist

KVK Number

42129958

VAT Number

NL005518037B91

Email

info@nl-assist.com

Website

https://nl-assist.com

NL Assist is a home-based business; the registered address is a private residential address and is not published on this website. It is available on request where legally required.

NL Assist provides administrative assistance to individuals living in the Netherlands.

Our services may include:

• assistance with Dutch income tax returns;
• assistance with DigiD procedures;
• assistance with municipality procedures;
• assistance with government forms;
• assistance with healthcare allowance (Zorgtoeslag) applications;
• assistance with other Dutch allowances;
• translation and explanation of administrative documents;
• explanation of official Dutch correspondence;
• appointment assistance with Dutch authorities.

NL Assist does not provide:

• legal advice;
• tax advice or tax consultancy;
• immigration advice;
• financial advice;
• insurance advice;
• certified translations;
• official representation before government authorities;
• representation in legal proceedings;
• any other regulated professional services.

Government authorities remain solely responsible for all decisions regarding applications, tax returns, allowances and official procedures.

NL Assist provides:

• administrative assistance;
• document preparation;
• translation support;
• application assistance.

NL Assist does not provide:

• legal advice;
• tax advice;
• immigration advice;
• financial advice;
• official government representation.

NL Assist assists clients in completing administrative procedures based on the information provided by the client, and does not make decisions on behalf of government authorities.

NL Assist is an independent administrative assistance service and is not affiliated with, endorsed by, or acting on behalf of the Dutch Government, Belastingdienst, IND, DigiD, UWV, municipalities, banks, health insurers, or any other public authority.

We assist clients with administrative processes but cannot influence or guarantee decisions made by third parties or government institutions.

NL Assist cannot guarantee:

• tax refunds;
• benefit or allowance approvals;
• IND approvals;
• municipality approvals;
• approval of a bank account;
• approval of insurance;
• processing times;
• any decision made by third parties.

All decisions remain solely with the competent authority or other third party. Any indication given by NL Assist about a possible outcome is an estimate only and is never a promise or guarantee.

Customers must:

• provide accurate information;
• provide complete information;
• provide authentic documentation;
• provide documentation on time;
• review every application before submission;
• immediately report mistakes, omissions or changes in their situation;
• cooperate reasonably so that the service can be performed.

NL Assist may rely on the information and documents supplied by the customer and is not obliged to verify them independently.

The customer remains responsible for the accuracy of all information provided.

Customers remain responsible for keeping copies of their own documents unless otherwise agreed in writing.

Unless otherwise agreed, the client is responsible for reviewing and approving all applications before final submission.

Submission by NL Assist constitutes confirmation that the client approved the submitted information.

The customer confirms that all supplied information and documents are genuine, accurate and complete.

NL Assist reserves the right to refuse or terminate services where fraud, forgery or misrepresentation is suspected.

NL Assist may refuse or terminate services when:

• fraud is suspected;
• documents appear altered;
• identity cannot be verified;
• abusive behaviour occurs;
• illegal requests are made;
• payment is overdue;
• cooperation is impossible.

NL Assist may also refuse or terminate a service where continuing the service would violate applicable laws or professional standards.

Where a service is refused or terminated for one of these reasons, NL Assist may charge for work already performed.

NL Assist may suspend the performance of a service where:

• payment is overdue;
• documentation is incomplete;
• the customer fails to cooperate.

The customer will be informed of the suspension. Work resumes once the cause has been resolved. Deadlines missed as a result of a suspension caused by the customer are not attributable to NL Assist.

All prices displayed on the website include 21% BTW (Dutch VAT) unless stated otherwise.

Prices may be updated without prior notice.

The price agreed at the time of booking remains applicable to that service.

Home visits are charged at €10 within 10 km, and €0.50 per kilometre beyond 10 km, in addition to the price of the service.

Payment is due immediately after completion of the service unless otherwise agreed in writing.

An invoice is issued for every service provided.

Accepted payment methods will be communicated before or during the appointment.

If an invoice is not paid on time, the customer will first receive a payment reminder with a reasonable additional period to pay, after which statutory interest and statutory collection costs may be charged.

NL Assist reserves the right to refuse future services where previous invoices remain unpaid.

Appointments are available by prior agreement, including evenings and weekends.

Clients should arrive on time and ensure they have all required documentation available.

Clients may cancel an appointment at any time, preferably as early as possible.

If work has already started before cancellation, NL Assist reserves the right to charge for work already completed.

Where a consumer concludes a contract with NL Assist at a distance or away from business premises, the consumer has a statutory right to withdraw within 14 days without giving reasons.

If the consumer expressly requests that the service starts during the withdrawal period, the consumer may still withdraw, but a proportionate amount is due for the work already performed.

The right of withdrawal ends once the service has been fully performed, where the consumer has expressly agreed to this and acknowledged losing the right of withdrawal upon full performance.

Withdrawal can be communicated by email to info@nl-assist.com.

Nothing in these Terms & Conditions limits or excludes any rights that consumers have under mandatory Dutch or European consumer protection legislation.

If any provision of these Terms & Conditions conflicts with mandatory law, the applicable mandatory legal provision shall prevail.

A service is considered completed as follows:

• income tax return: completed when the return has been submitted;
• allowance or benefit application: completed when the application has been submitted;
• translation: completed when the translation has been delivered;
• appointment booking: completed once the confirmation has been received;
• administrative assistance: completed once the agreed task has been performed;
• explanation of correspondence: completed once the explanation has been given.

Any subsequent decision, processing time or follow-up by an authority or other third party falls outside the scope of the completed service.

NL Assist performs all services with reasonable care, skill and professionalism but cannot guarantee any specific outcome.

Our obligation is an obligation of effort, not an obligation of result.

NL Assist treats all client information confidentially.

Personal data is processed in accordance with the Privacy Policy.

Client information is never sold to third parties.

Communication through:

• email;
• WhatsApp;
• website forms.

constitutes valid business communication between NL Assist and the customer, unless mandatory law requires otherwise.

The customer is responsible for keeping the contact details they provided accurate and accessible. NL Assist is not liable for messages that do not arrive due to incorrect contact details, spam filters or third-party outages.

Where permitted by applicable law, quotations, appointment confirmations, approvals, and other agreements communicated by email, WhatsApp or other electronic means may constitute valid acceptance between NL Assist and the customer.

NL Assist cannot be held liable for any delay or failure in performing its services caused by circumstances beyond its reasonable control, including but not limited to:

• the Belastingdienst;
• the IND;
• the UWV;
• municipalities;
• DigiD;
• MijnOverheid;
• banks;
• health insurers;
• government IT systems;
• internet outages;
• hosting failures;
• cloud providers;
• postal delays;
• power failures;
• cyber attacks;
• natural disasters;
• strikes;
• third-party systems;
• any other events outside NL Assist's reasonable control.

During a force majeure event, the obligations of NL Assist are suspended. If the event lasts longer than reasonably acceptable, either party may terminate the agreement in writing, in which case only work already performed is payable.

NL Assist performs all administrative services with reasonable care and attention.

NL Assist is not liable for:

• indirect damages;
• loss of data;
• consequential damages;
• loss of income;
• loss of profits;
• missed tax refunds;
• government penalties or fines;
• missed deadlines caused by customer actions or omissions;
• incorrect information supplied by the customer;
• incomplete customer documentation;
• third-party failures;
• decisions made by government authorities;
• processing delays;
• system outages;
• changes in legislation or government policy.

Unless mandatory law requires otherwise, the total liability of NL Assist shall never exceed the amount paid by the customer for the relevant service giving rise to the claim.

Nothing in these Terms & Conditions limits liability for intent, deliberate recklessness, or any liability that cannot be limited or excluded under mandatory Dutch law.

If you are dissatisfied with our services, please contact us first.

Complaints can be submitted in writing by email to:

Email

info@nl-assist.com

Please describe the service concerned, the date, and what went wrong, so that we can investigate properly.

Our complaints procedure is as follows:

• we confirm receipt of your complaint within 5 working days;
• we investigate the complaint and, where useful, ask for additional information;
• we respond with a substantive reply within 14 calendar days of receipt, or, if more time is needed, we inform you of the reason and of a new timeframe;
• we aim to resolve every dispute amicably and in consultation with you before any legal proceedings are started.

Customers are encouraged to contact NL Assist as soon as reasonably possible after discovering an issue so that it can be investigated effectively and, where possible, resolved quickly.

The processing of personal data is governed by our Privacy Policy.

By using our services, you acknowledge that your personal data may be processed as described in the Privacy Policy.

All content published on the NL Assist website, including text, logos, graphics and branding, remains the property of NL Assist unless otherwise stated.

Content may not be copied, reproduced or distributed without prior written permission.

These Terms & Conditions, together with the specific service agreement or booking confirmation and any written amendments, constitute the entire agreement between NL Assist and the customer.

They replace all earlier oral or written statements, proposals and understandings regarding the same subject. Deviations are only valid where agreed in writing.

If any provision of these Terms & Conditions is or becomes invalid, void or unenforceable, the remaining provisions remain in full force.

The invalid provision will be replaced by a valid provision that reflects the original intention as closely as possible.

Any claim against NL Assist must be submitted in writing within twelve months after completion of the relevant service, unless mandatory law provides otherwise.

NL Assist reserves the right to update these Terms & Conditions at any time.

The latest version will always be published on this website. The version in force at the time of booking applies to that service.

These Terms & Conditions are governed exclusively by the laws of the Netherlands.

The parties will first make reasonable efforts to resolve any dispute amicably through mutual consultation before initiating legal proceedings.

Any disputes shall be submitted to the competent Dutch court, unless mandatory law provides otherwise. Consumers retain the rights granted to them by mandatory Dutch and EU consumer law.