Last updated: 31 August 2026
Terms and Conditions
These terms and conditions apply to all quotations, agreements and deliveries from Chathands. The Dutch version is leading; this translation is provided for convenience only.
1. Definitions
Chathands: the party using these terms, based in Rotterdam. Client: the natural or legal person entering into an agreement with Chathands. Services: handling customer conversations on behalf of the client via live chat, WhatsApp, email, social and any agreed channels. Handled conversation: a customer conversation that has been picked up and completed in substance by a Chathands specialist, in accordance with the billing definition in the quotation.
2. Applicability
These terms apply to every offer, quotation and agreement. Deviations only apply if agreed in writing. If any provision is invalid or unenforceable, the remaining provisions remain in full force.
3. Quotation and agreement
Quotations are valid for 30 days unless stated otherwise. The agreement is concluded after written (digital) acceptance of the quotation by the client. Changes to the agreement require written consent from both parties.
4. Pilot and renewal
Every collaboration with Chathands starts with a pilot of three (3) months. Upon completion of the pilot, the agreement is tacitly converted into an agreement for an indefinite term with a notice period of one (1) month, unless the parties agree otherwise in writing. If a yearly contract is entered into after the pilot, it runs for a period of one (1) year and is tacitly renewed for successive one-year periods, unless either party terminates the agreement in writing no later than one (1) month before expiry.
5. Performance of services
Chathands performs the services with care and to the best of its ability. The client provides all necessary information, access and instructions in a timely manner. Chathands is not liable for delays resulting from incomplete or late delivery by the client.
6. Prices and payment
All prices are excluding VAT unless stated otherwise. The client pays the monthly fee and the agreed rate per handled conversation. Payment terms are 14 days from invoice date. In case of late payment, we are entitled to suspend services and charge statutory interest.
7. Onboarding
The one-time onboarding fee of €299 covers connecting channels, reviewing tone of voice, FAQs and escalation rules, and training the specialists. Additional onboarding or retraining can be quoted separately.
8. Software and access
Chathands delivers the conversations via its own communication platform. The client receives access to the platform to view conversations, statistics and settings. Misuse of the software or access credentials is prohibited.
9. Term and termination
The agreement is entered into for an indefinite period unless otherwise agreed. Both parties may terminate the agreement at the end of a calendar month with one month's notice, in writing or by email. During any fixed term, the agreed termination conditions apply.
10. Liability
Chathands' liability is limited to direct damage resulting from an attributable shortcoming. Liability is limited to a maximum of the amount paid by the client to Chathands in the three months preceding the damage, up to a maximum of €10,000. Liability for consequential damage, lost profit and indirect damage is excluded, except in cases of intent or gross negligence.
11. Confidentiality and data
Parties will not disclose each other's confidential information to third parties. Chathands acts in accordance with its privacy statement and takes appropriate technical and organisational measures to protect personal data.
12. Force majeure
In the event of force majeure, including third-party failures, internet outages or staff illness, Chathands' obligations are suspended. Chathands will inform the client and make reasonable efforts to resume the services.
13. Disputes and applicable law
These terms and all agreements are governed by Dutch law. Disputes will first be resolved through consultation. If this does not lead to a solution, the competent court in the Rotterdam district has jurisdiction.
FAQ
Frequently asked questions about the pilot and renewal
What do you mean by a 3-month pilot?
Every collaboration starts with a three-month pilot. During this period we connect your channels, train the team on your brand, and align tone of voice, FAQs and escalation rules. This lets both parties assess whether Chathands is the right fit.
What happens after the 3-month pilot?
After the pilot, the agreement is tacitly converted into an indefinite-term agreement with one month's notice, unless otherwise agreed in writing. Many clients choose to continue with an annual contract.
How does the annual renewal work?
If you choose an annual contract after the pilot, it runs for one year and is tacitly renewed for successive one-year periods. To terminate, either party must give written notice no later than one month before expiry.
Can I cancel during the contract?
During the pilot the agreed pilot period applies. After that, cancellation is possible with one month's notice, unless you have entered into an annual contract. In that case the contract runs until the agreed end date.
Is the pilot mandatory for every contract?
Yes, we always start with a three-month pilot. This gives us time to properly set up the team for your organisation and gives you the opportunity to evaluate the results before committing to a longer term.