1. Acceptance and Modification of the Terms of Use
1.1 Your access and use of the websites (the “Websites”) of Nestlé Nespresso S.A. (“Nespresso”), which includes Nespresso’s affiliated companies, are governed by the present terms of use (the “Terms of Use”). By accessing, browsing and using our Websites you acknowledge that you have read, understood and accepted, without reserve, these Terms of Use, as modified from time to time by us.
1.2 If we decide to modify our Terms of Use, we will post a new dated version on our Websites. Therefore, we invite you to consult these Terms of Use from time to time in order to familiarise yourself with any changes.

2. Copyright and Intellectual Property
2.1 The content of our Websites and namely but not exclusively the texts, marks, logos, diagrams, photographs, videos, sounds, music, layout, designs, know-how, technologies, products, and processes are the property of Nespresso or its affiliated companies or are used with the authorisation of the owners, and accordingly are protected by copyright, trademarks, patents and all other intellectual or industrial property rights which exist under applicable law.
2.2 Except as provided in Section 3 hereinafter, nothing contained on our Websites shall be interpreted or construed as granting you a license or a right to use any such content of our Websites.

3. Use of the Websites
3.1 You may download, display or print the content of our Websites solely for personal, non-commercial use, thereby retaining and reproducing each and every copyright notice or other proprietary rights notice contained in any information or other material you download. Any other use, including the reproduction, modification, distribution, transmission, or broadcast of the content of the Websites, in whole or in part and by any means, is strictly prohibited, except upon prior written consent of Nespresso.
3.2 Nespresso neither warrants nor represents that your use of any content displayed on its Websites will not infringe rights of third parties.

4. Information Deemed Non-Confidential
4.1 Any personally identifying data and information that you may send via the Internet to our Websites are protected and treated according to our Privacy Policy (link). Nespresso invites you to read such Privacy Policy carefully before providing us with any such personally identifying data and information.
4.2 Any other information or material communicated to Nespresso through the Internet, by electronic mail or otherwise, including any data, questions, comments, suggestions, ideas, graphics or the like, are and will be treated as non-confidential and non-proprietary. Anything you transmit or post becomes the property of Nespresso and may be freely used for any purpose, including, but not limited to, reproduction, disclosure, transmission, publication, broadcast and posting. Specifically, Nespresso is free to use any ideas, concepts, know-how, or techniques contained in any such communication you send to the Websites for any purpose whatsoever, including, but not limited to, developing, manufacturing, advertising and marketing products using such information. Any such use is without compensation to those providing the information, nor anyone else.
4.3 By submitting information, you are warranting that you own the material/content submitted, that it is not defamatory, and that Nespresso’s use will not violate any third party’s rights. Nespresso is under no obligation to use the information provided.

5. Disclaimer of Warranties
5.1 WITHOUT PREJUDICE TO SECTION 6 HEREINAFTER, ANY MATERIAL, INFORMATION AND ALL THAT YOU FIND ON THE WEBSITES ARE FURNISHED TO YOU “AS IS”, IN FUNCTION OF THEIR AVAILABILITY, AND WITHOUT GUARANTY OF ANY SORT, EXPRESS OR IMPLIED, INCLUDING, AMONG OTHERS, THE IMPLIED WARRANTY OF MERCHANTIBILITY, OR FITNESS FOR ANY PARTICULAR PURPOSE.
5.2 Nespresso DOES NOT GUARANTEE THAT ITS WEBSITES OR THEIR CONTENT WILL CORRESPOND TO YOUR EXPECTATIONS, WILL NOT BE INTERRUPTED, TIMELY, SECURE AND FREE OF ERROR.
5.3 SOME JURISDICTION MAY NOT ALLOW CERTAIN LIMITATIONS OF WARRANTIES, SO SOME OF THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU.
5.4 Any advise or information, be it oral or written, obtained from Nespresso or during the use of services made available on the Sites, shall not give rise to any guarantees which are not expressly provided for in the present Terms of Use.

6. Limitation of Liability
6.1 You access, use, browse and navigate on our Websites at your own risk and peril.
6.2 YOU RECOGNISE AND ACCEPT THAT, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE REGULATIONS, NEITHER Nespresso, ANY OF ITS AFFILIATED COMPANIES, NOR ANY OTHER PARTY INVOLVED IN CREATING, PRODUCING OR DELIVERING THE WEBSITES, MAY BE HELD LIABLE FOR ANY DIRECT, INDIRECT, OR CONSEQUENTIAL DAMAGES, ANY INJURY TO REPUTATION, COSTS, LOSSES, DECREASE IN TURNOVER OR PROFITS OR LIABILITIES OF ANY NATURE WHATSOEVER (EVEN IF THE ADVENT OF SUCH DAMAGE WAS KNOWN OR COULD HAVE BEEN KNOWN BY Nespresso), CAPABLE OF ARISING FROM YOUR ACCESS TO, OR USE OF, OR ON THE CONTRARY THE IMPOSSIBILITY TO USE, THE WEBSITES OR THEIR CONTENT.
6.3 ALL MATERIALS WHICH ARE DOWNLOADED OR OBTAINED BY ANY OTHER MANNER DURING THE USE OF OUR WEBSITES ARE AT YOUR OWN RISK AND PERIL. Nespresso assumes no liability for any damage or virus which could affect your computer equipment or other property by reason of your access to, use or downloading of any material from its Websites or for any illegal intrusion or intervention in the IT systems.
6.4 Nespresso reserves the right to interrupt or discontinue any or all of the functionality of its Websites. Nespresso accepts no responsibility or liability whatsoever for any interruption or discontinuance of any or all functionality of its Websites resulting from actions or omissions of Nespresso or any third party.

7. Change of Information
The content of our Websites may contain inaccuracies or errors. Nespresso reserves the right to make changes, corrections and/or improvements to such content any time without prior notice but does not assume any responsibility to do so.

8. Availability of Products / Services
Our Websites may contain information on Nespresso’s worldwide products and services, not all of which are available in every location. A reference to a Nespresso product or service on the Websites does not imply that such product or service is or will be available at your location.

9. Links
9.1 As a service to our visitors, our Websites may contain hypertext links leading to other websites that are not operated or controlled by Nespresso. Nespresso shall not be considered as responsible for these sites and declines all responsibility and liability in relation to their content, legality, accuracy or functions.
9.2 The creation of any hyperlink to our Websites is prohibited without prior written consent of Nespresso.

10. Miscellaneous
10.1 The present Terms of Use embody the entire agreement concluded between Nespresso and yourself concerning the access and the use of the Websites and their content. Any other terms or conditions issued by Nespresso and governing its relations with you, in particular relating to any service or purchase of product, shall supplement the Terms of Use; in the event of any inconsistency between them, the other terms or conditions shall prevail over these Terms of Use.
10.2 The fact that Nespresso tolerates a violation by yourself of one of the obligations set out in the Terms of Use, or does not enforce a right attributed to it thereunder or under the law shall not be construed as a waiver by it to invoke and enforce its rights.
10.3 In the event that any provision of the Terms of Use is considered to be illegal by law or regulation, existing or future, or by a court ruling, then such provision shall be considered as stricken, all other provisions of the Terms of Use maintaining full force and effect between yourself and Nespresso.
10.4 The headings of the provisions of the Terms of Use are for convenience alone and shall not alter or modify the terms and conditions in any manner.

Nestlé Nespresso S.A.
8/2014
© 2003 Nestlé Nespresso S.A. All rights reserved.

1. Applicability of General Conditions of Sale
1.1. Each order placed with Nespresso Nederland B.V. (“Nespresso”) or any of its affiliated companies (“Nespresso”) by means of the website, mobile apps, telephone or in the boutique shall be governed by the present General Conditions of Sale. They shall apply to the exclusion of all other conditions.
1.2. Nespresso reserves the right to change these General Terms and Conditions at any time by publishing a new, dated version, which will be applicable to all subsequent orders.
1.3. These General Terms and Conditions of Sale are not applicable for orders placed via Nespresso Business Solutions (www.Nespresso.com/pro or on the phone 0800 024 20 10).

2. Orders (general)
2.1 Orders can be placed via Nespresso (www.Nespresso.com, Nespresso mobile apps, free phone number 0800 022 23 20) or in the Nespresso Boutiques.
2.2 The orders are subject to minimum and maximum quantity limitations as indicated on the website, mobile app, on the phone or in the Boutique.
2.3 Nespresso reserves the right to refuse orders, notably in case of insolvency, unpaid invoices or fraud.
2.4 You need to inform Nespresso as soon as possible when your address or other details have changed.

3. Orders through the website and Nespresso mobile apps
3.1 Nespresso offers its products on this website within the limits of its available stocks.
3.2 You need to register before being able to place an order through the website or Nespresso mobile app. You need to ensure that the details you provide at the registration are complete and correct.
3.3 When registering to use this website, you will be asked to create a password. You must keep this password strictly confidential and not disclose it or share it with anyone.
3.4 You are fully responsible for the use of your password and any orders placed under it, even without your knowledge.
3.5 If you know or suspect that someone else knows or has used your password, you should notify Nespresso immediately.
3.6 In case of changes in your personal details, you are requested to update your account on the website/mobile app.

4. Order confirmations for orders placed via the website or Nespresso mobile apps
4.1 The data registered by Nespresso constitutes proof of the order and the entire transaction. The data registered by the payment system constitutes proof of the financial transactions.

5. Prices
5.1 Orders will be invoiced according to the prices including VAT rate in effect on the day of the order.
5.2 The delivery costs will be invoiced at the prices indicated on the website, mobile app on the day of the order, or communicated over the phone. They will be calculated based on the size of the order and the chosen delivery method.
5.3 If the customer requests a delivery method that deviates from the one applied by Nespresso, any additional costs will be borne by the customer.
5.4 Nespresso reserves the right to modify its prices and delivery charges for future orders at any time and to cancel a contract in case of writing, printing or calculation errors in which case potential damages suffered by you may be compensated.

6. Customs Duties
6.1 When ordering products for international delivery to countries other than those where Nespresso originates its shipments, you are the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
6.2 You may be subject to import duties and taxes that are levied once the merchandise reaches your country. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information.

7. Delivery
7.1 All orders confirmed by Nespresso will be delivered to the delivery address you specify when placing your order.
7.2 Nespresso does its utmost to ensure deliveries happen on the requested day. More information regarding the different delivery terms can be found on our website.
7.3 Deliveries can only be made to an address in the Netherlands and ABC islands.
7.4 The risks of loss and damage of the goods are transferred to the customer at the time of delivery.
7.5 Our coffees are packaged in sleeves, each containing 10 capsules. For packaging reasons all orders placed online should be composed of a minimum 50 capsules and must be in a multiple of 50 capsules (50, 100, 150 etc.). You can mix the variety of capsules as you choose, as long as the total number is a multiple of 50 (e.g. 20 Roma, 10 Arpeggio, 10 Livanto, 10 Caramelito).

8. Verification of Merchandise, quality issues, exchange, recycling, returns
8.1 It is your responsibility to verify the quantity and condition of the merchandise upon delivery.
8.2 In the following events, you are requested to return to the boutique where the goods were bought or to contact Nespresso Netherlands B.V. per post (Antwoordnummer 14 – 1181 VX Amstelveen), phone (0800 022 23 20) or through the use of the complaint form at www.Nespresso.com, before returning the goods:
8.2.1 If you have a complaint about our products or services, you can contact us through the contact form. You will receive a substantive response from us within 14 days after receiving your complaint. If you are not satisfied with the proposed solution or if we cannot reach an agreement, you can submit your complaint to the Disputes Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl).
8.2.2 in case of damage, quality issues or in case the delivery does not correspond to the order;
8.2.3 in case you would like to exchange the ordered products;
8.2.4 in case you would like to send your old Nespresso machine for recycling at the delivery time of the new one;
8.2.5 in case you reside in the Dutch Antilles.

9. Right of withdrawal for orders placed via the website, mobile apps and telephone
9.1 You have the right to withdraw from this contract within 14 days without giving any reason.
9.2 The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
9.3 To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You can use either the European withdrawal form or the Nespresso withdrawal form for this purpose, but you are not obligated to do so.
9.4 You have the right to exercise the right of withdrawal with Nespresso if you have purchased the product to be returned from Nespresso. Products that were not purchased from Nespresso but from a third party cannot be returned to Nespresso.
9.5 To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

10. Effects of withdrawal
10.1 If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
10.2 We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
10.3 You shall send back the goods or hand them over to us or return them to postal point (DHL or PostNL), without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The goods must be returned in the original packaging and accompanied by the invoice and the returns form. The deadline is met if you send back the goods before the period of 14 days has expired.
10.4 You will have to bear the direct cost of returning the goods.
10.5 You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
10.6 For health protection and hygiene reasons, you cannot exercise your withdrawal right for capsules of which the packaging has been opened.

11. Right of return for orders placed in the Boutiques
11.1 You can return your unused purchases in the original packaging in the Nespresso Boutiques in the Netherlands with invoice within 14 days.
11.1.1 Purchases with gift cards cannot be returned.
11.1.2 Customized products cannot be returned.

12. Payment and transfer of ownership
12.1 Nespresso accepts the following payment modes:
12.1.1 For purchases made on the phone: credit card, invoice (only possible starting from the 4th order), direct debit, PayByLink.
12.1.2 For purchases made via the website and mobile apps: credit card, invoice, Paypal, IDeal.
12.1.3 For purchases in Nespresso Boutiques debit card, credit card and gift card.
12.2 Invoices will be sent after the delivery of the goods and must be paid within thirty days.
12.3 Payment by credit card is immediately due. Your credit card details will be encrypted for security purposes.
12.4 The delivered goods will remain the property of Nespresso until the invoice has been paid in full.

13. Late payment
13.1 Nespresso reserves the right to refuse any new order until full payment of any overdue balance.
13.2 In the event of late payment, you will be charged interest on the outstanding balance as well as any administrative and legal collection costs.
13.3 In the event of non-payment, all outstanding invoices become due with immediate effect.

14. Machine warranty
14.1 Machines purchased on this website are guaranteed by the machine manufacturer pursuant to the specific terms and conditions listed in the original product documentation.
14.2 Please consult your product documentation for detailed information on the manufacturer's warranty, which is without prejudice to any of your imperative statutory legal rights as provided for in the legislation on the sale of consumer goods.
14.3 The statutory warranty applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. A factory warranty also applies to some products. This warranty does not affect the legal warranty.

15. After-Sales Service
15.1 If you encounter any problems or have any questions concerning the functioning, maintenance or after-sales service of your machine, please contact Nespresso by telephone for advice and assistance.
15.2 If your machine problem cannot be resolved by telephone, Nespresso proposes a series of advantageous after-sales service options. Please contact Nespresso by telephone for detailed information.

16. Limitation of Liability (to the extent permitted by law)
16.1 For international deliveries to countries other than those where Nespresso originates its shipments, Nespresso shall have no liability if the products do not comply with the laws and regulations of the country of delivery or in case of electrical or other product incompatibility.
16.2 Without limiting the scope of these General Conditions of Sale, no claim of any kind, whether as to products delivered or non-delivery of products, or otherwise, shall be greater in amount than the purchase price of the products in respect of which damages are claimed. IN NO EVENT SHALL Nespresso BE LIABLE FOR ANY INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY NATURE (EVEN IF THE ADVENT OF SUCH DAMAGE WAS KNOWN OR COULD HAVE BEEN KNOWN BY Nespresso), CAPABLE OF ARISING IN CONNECTION WITH ITS PRODUCTS, THEIR USE, SALE OR THIS WEBSITE.

17. Force Majeure
17.1 Nespresso will make every reasonable effort to fulfill its obligations. However, Nespresso cannot be held responsible for delays or failure to deliver caused by circumstances beyond its reasonable control. Such circumstances include strikes, wars, natural catastrophes or any others that make impracticable the production, transportation or delivery of products.
17.2 In the event of delay, Nespresso will perform its obligations as soon as reasonably possible, and it reserves the right to allocate any remaining product supply among customers in a fair and reasonable manner.

18. Dispute resolution
18.1 If you have a complaint about our products or services, you can contact us through the contact form. You will receive a substantive response from us within 14 days after receiving your complaint. If you are not satisfied with the proposed solution or if we cannot reach an agreement, you can submit your complaint to the Disputes Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl).
18.2 Information about alternative dispute resolution can be found via this link: http://ec.europa.eu/odr/. However, we reserve the right to submit disputes exclusively to the court. When using this platform, you must provide the email address of our company (contactnl@Nespresso.com).

19. Final Provisions
19.1 These General Terms and Conditions constitute the entire agreement between you and Nespresso regarding the orders you place.
19.2 If any individual provisions of these terms are or become invalid, it shall not affect the validity of the remaining provisions.
19.3 Any disputes arising from the use of the website or related services shall be governed by Dutch law and shall be submitted to the competent court in the Netherlands.

Established in May 2024
Nespresso Netherlands B.V.
Stroombaan 14
1181 VX Amstelveen
Tel: 0800 022 23 20
Fax: 0800 329 63 77
Company number: 3313.7832

Download the sales conditions of Thuiswinkel here .

These terms and conditions govern your customer status with Nespresso customer program operated by Nespresso Nederland B.V. Registration as a customer with Nespresso you automatically consent to these Terms and Conditions. We ask you to read the Terms and Conditions carefully. These terms and Conditions are valid from July 2021.

1. What is Nespresso status?
Nespresso Nederland B.V. (“Nespresso”) maintains a customer program. There are three customer levels called ‘status’ or ‘customer status’, each status has different benefits.

2. What determines your customer status?
Your customer status is determined by two elements:

• Seniority. Seniority means: the total amount of years during which at least one coffee purchase was realized since the first purchase. If you have been inactive as a customer (you did not purchase any capsules for 12 months) your seniority will be reset to 0.
• Consumption of capsules. The amount of capsules that you purchased during the first twelve months after the first purchase. This is based on the month, not the exact day, of the first purchase. The purchase date is the dispatch date of your order. This purchase needs to be realized by an identified customer with a valid order number, through one of the following purchase channels: Nespresso.com, the Nespresso app, in one of the boutiques, or by phone. Your consumption of capsules does not entail orders that were canceled or returned.

3. There are three customer statuses:

• Connoisseur: after registration as a customer and after your first coffee purchase.
• Expert: after 5 years as an active customer with Nespresso or an annual consumption of 800 capsules or more a year.
• Ambassador: After 10 years as an active customer at Nespresso or an annual consumption of 1.500 capsules or more a year.

You can find your seniority and capsule consumption under 'My Account' on Nespresso.com.

4. How can you become a customer?
You can register as a Nespresso customer at one of our Boutiques, by phone, the Nespresso app, and the website: Nespresso.com. We will ask you to provide us with your personal details. Our use of your personal details is governed by our Privacy policy, which you should read carefully. By accepting these Terms and Conditions and by providing your personal details, you also consent to the terms of the Privacy policy.
Your customer status starts from the moment you successfully complete your registration and receive a unique customer number. If you are already a customer at Nespresso, we will consider the date of your first coffee purchase at Nespresso as the starting date of your customer status.
You must keep your customer number and password secure and not divulge them to any person other than us. You may not allow others to use your registration details and password. By accepting these Terms and Conditions you agree to notify us immediately of any unauthorized use of your registration details and password or any other security breach of which you have become aware of.
To retain your customer status you must have realized at least one valid coffee order during the past twelve months. Corporate enterprises, partnerships, trade organizations and commercial businesses are not eligible for a customer status. You can only have one status per person. Joint or family memberships are not available. People under 18 are excluded. Participation is open for anyone who lives in the Netherlands and has a permanent home or residence or is registered as a resident.

5. Benefits per status
Benefits available for Connoisseurs, Experts, and Ambassadors:

• Free delivery – every time you buy 100 or more capsules.
• Machine service – enjoy our repair service.
• Coffee tasting – discover the world of coffee together with our coffee-experts.
• Machine discount - 35% off on a new machine when purchasing a minimum number of capsules for customers with a registered machine that is at least 2 years old and have made at least 3 coffee purchases in the past 12 months.
• Surprises & promotions - With your consent, we will regularly send you special offers and occasional gifts. This can be done through means such as email, phone, or postal mail.

Benefits available for Experts and Ambassadors:

• Free loan machine - Receive a free loan machine during the repair of your machine.
• Free descaling kit - get a descaling kit after every 2.000 capsules once you become an Expert or Ambassador.
• VIP Sales - Exclusive coffees that only Experts and Ambassadors can order.
• 25% accessory discount - Enjoy a 25% discount once a year on one accessory from the Les Collections range, one Aeroccino milk frother, or one Barista recipe maker.
• Expert/Ambassador Upgrade - Receive €5 coffee discount on your first order as an Expert/Ambassador with a minimum order value of €5.01.

Benefits available for Ambassadors:

• Avant-première – enjoy free samples and order newest coffees before they go on sale.
• Ambassador Exclusives - Gifts, offers, or products exclusively for Ambassadors.

6. Customer benefits
We maintain our right to modify or end the benefits of your customer status at any time and at our discretion. All benefits are subject to availability. They are available while the stock lasts. You can view your customer benefits under ‘My account’ on Nespresso.com.

7. Termination of your customer status
You can terminate your customer status during any period through the free telephone number 0800-0222 320, a cancellation letter to: Nespresso Nederland B.V. | Stroombaan 14 | 1181 VX Amstelveen, or the contact-form on Nespresso.com, accessible via: /nl/en/service-customer-care
We can terminate your customer status when you fail to meet one of our Terms and Conditions or when you abuse your benefits.
Nespresso maintains the right to modify or terminate the customer program during any period, after the three month cancellation period. Nespresso also maintains the right to terminate the customer program or customer statuses immediately. Nespresso maintains the right to modify the Terms and Conditions during any time without notice.

8. Privacy Policy
We process your personal data in accordance with applicable laws (including the Algemene Verordening Gegevensbescherming) and our Privacy Policy.

9. Liability
Nespresso and affiliates are not responsible for any damages arising from the access to, the use of, and the trust in information obtained from the customer program or any linked website, unless this damage is due to intent or gross negligence on the part of Nespresso.
Nespresso is not liable, either under law or contract, for any consequential damages following the customer program.
Nespresso assumes no liability for accidents, late deliveries, damage or additional expenses of any nature whatsoever, arising from the customer program.
Nespresso is not liable for damages resulting from printing errors. Changes, typing and typographical errors are therefore reserved.
Nespresso is not liable in case of any technical failure and/or delays in the arrival of submissions.
If any of these terms or conditions is invalid or illegal in this statement, the relevant section can be removed from the Terms and Conditions.
This does not affect the validity of the remaining Terms and Conditions. Nespresso is not responsible for any claims or damages arising from the use of benefits or services offered by a third party.

10. Conditions of Sale
Please note that in addition to these Terms and Conditions our General Conditions of Sale apply to all purchases of our products and services.

11. Intellectual Property Rights
All copyright and other intellectual property rights in all texts, images and other materials on the customer program website are the property of Société des Produits Nestlé S.A.
No part of the contents of this action and/or publication may be reproduced or published without the express consent of Nestlé.

12. Governing Law and Jurisdiction
These Terms and Conditions are governed by Dutch law. Any dispute will be the exclusive jurisdiction of the Court of Amsterdam.
Contact
If you have questions about your status or your benefits, contact Nespresso Netherlands through the free telephone number 0800-0222 320, via postal mail:
Nespresso Nederland B.V. | Stroombaan 14 | 1181 VX Amstelveen. Or via the contact form at Nespresso.com, available at: /nl/en/service-customer-care

Effective: 25.05.2018

Version 2: 29 May 2019

SCOPE OF THIS NOTICE

Please read this privacy notice (“Notice”) carefully to understand our policies and practices regarding your Personal Data and how we will treat it.

This Notice explains how your Personal Data are collected, used, and disclosed by Nespresso entities as listed in the controllers & contact section (Section 11) (“Nespresso”, “We”, Us”). It also tells you how you can access and update your Personal Data and make certain choices about how your Personal Data are used.

This Notice covers both our online and offline data collection activities, including Personal Data that We collect through our various channels such as websites, apps, third party social networks, speech-controlled devices and applications (such as Apple's Siri, Google Assistant, and Amazon's Alexa), Customer Relationship Centers, Boutiques, points of sales and events. Please note that We combine Personal Data that We collect via one method (e.g. a Nespresso website) with Personal Data that We collect via another method (e.g. a Nespresso offline event). As part of this, We combine Personal Data that were originally collected by different Nespresso entities. Please see Section 8 for further information on how to object to this.

If you fail to provide necessary Personal Data to us (We will indicate to you when this is the case, for example, by making this information clear in our registration forms), We may not be able to provide you with our goods and/or services. This Notice can change from time to time (see Section 10).

This Notice provides important information in the following areas:

1. SOURCES OF PERSONAL DATA
2. PERSONAL DATA THAT WE COLLECT ABOUT YOU AND HOW WE COLLECT IT
3. COOKIES/SIMILAR TECHNOLOGIES, LOG FILES AND WEB BEACONS
4. USES MADE OF YOUR PERSONAL DATA
5. DISCLOSURE OF YOUR PERSONAL DATA
6. RETENTION OF PERSONAL DATA
7. STORAGE AND/OR TRANSFER OF YOUR PERSONAL DATA
8. YOUR RIGHTS
9. YOUR CHOICES ABOUT HOW WE USE AND DISCLOSE YOUR PERSONAL DATA
10. CHANGES TO OUR NOTICE
11. DATA CONTROLLERS & CONTACT

1. SOURCES OF PERSONAL DATA

This Notice applies to Personal Data that We collect from or about you, through the methods described below (see Section 2), from the following sources:

• Nespresso websites. Consumer-directed websites operated by or for Nespresso, including sites that We operate under our own domains/URLs and mini-sites that We run on third party social networks such as Facebook (“Websites”).
• Nespresso mobile sites/apps. Consumer-directed mobile sites or applications operated by or for Nespresso, such as smartphone apps.
• E-mail, text and other electronic messages. Electronic communications between you and Nespresso.
• Nespresso CRC. Calls to our Customer Relationship Centers (“CRC”).
• Nespresso Boutiques. Stores managed by Nespresso.
• Telemetry Data. We may collect certain data captured by Nespresso coffee machines that are connected to wifi. Examples include the machine Serial Number, machine alerts or errors, and the type of coffees prepared by consumers, with the respective date and time.
• Speech-controlled devices and applications. Speech-controlled devices and applications such as those operating with Apple's Siri, Google Assistant, and Amazon's Alexa.
• Offline registration forms. Printed registration and similar forms that We collect via, for example, postal mail, in-store demos, contests and other promotions, or events.
• Points of Sales. Demonstrators present in physical third party stores to assist you with the registering of your machine and coffee ordering.
• Data from other sources. Third party social networks (e.g. such as Facebook, Google) or market researches (if feedback not provided on an anonymous basis).
• Email. We analyze your interactions with our content (e.g. click through, the opening of email) to provide you with personalized information based on your interests and preferences.

2. PERSONAL DATA THAT WE COLLECT ABOUT YOU AND HOW WE COLLECT IT

Depending on how you interact with Nespresso (online, offline, over the phone, etc.), We collect various types of information from you, as described below.

• Personal contact information. This includes any information you provide to Us that would allow Us to contact you, such as your name, postal address, e-mail address, social network details, or phone number.
• Account login information. Any information that is required to give you access to your specific account profile. Examples include your login ID/email address, screen name, password in unrecoverable form, and/or security question and answer.
• Demographic information & interests. Any information that describes your demographic or behavioral characteristics. Examples include your date of birth, age or age range, gender, geographic location (e.g. postcode/zip code), favorite products, hobbies and interests, and household or lifestyle information.
• Technical information about computer/mobile device. Any information about the computer system or other technological device that you use to access one of our Websites or apps, such as the Internet protocol (IP) address used to connect your computer or device to the Internet, operating system type, and web browser type and version. If you access a Nespresso website or app via a mobile device such as a smartphone, the collected information will also include, where permitted, your phone’s unique device ID, advertising ID, geo-location, and other similar mobile device data.
• Websites/communication usage information. As you navigate through and interact with our Websites or newsletters, We use automatic data collection technologies to collect certain information about your actions. This includes information such as which links you click on, which pages or content you view and for how long, and other similar information and statistics about your interactions, such as content response times, download errors and length of visits to certain pages. This information is captured using automated technologies such as cookies (browser cookies, flash cookies) and web beacons, and is also collected through the use of third party tracking. You have the right to object to the use of such technologies, for further details please see Section 3.
• Market research & consumer feedback. This includes information that you voluntarily share with Us about your experience of using our products and services.
• Consumer-generated content. This refers to any content that you create and then share with Us on third-party social networks or by uploading it to one of our Websites or apps, including the use of third-party social network apps such as Facebook. Examples include photos, videos, personal stories, or other similar media or content and posts or PM you can leave on Nespresso social media pages. Where permitted, We collect and publish consumer-generated content in connection with a variety of activities, including contests and other promotions, website community features, consumer engagement, and third-party social networking.
• Third party social network information. This refers to any information that you share publicly on a third party social network or information that is part of your profile on a third party social network (such as Facebook) and that you allow the third party social network to share with Us. Examples include your basic account information (e.g. name, email address, gender, birthday, current city, profile picture, user ID, list of friends, etc.) and any other additional information or activities that you permit the third party social network to share. We receive your third party social network profile information (or parts of it) every time you download or interact with a Nespresso web application on a third party social network such as Facebook, every time you use a social networking feature that is integrated within a Nespresso site (such as Facebook Connect) or every time you interact with Us through a third party social network. To learn more about how your information from a third party social network is obtained by Nespresso, or to opt-out of sharing such social network information, please visit the website of the relevant third party social network.
• Payment and Financial information. Any information that We need in order to fulfil an order, or that you use to make a purchase, such as your debit or credit card details (cardholder name, card number, expiration date, etc.) or other forms of payment (if such are made available). In any case, We or our payment processing provider(s) handle payment and financial information in a manner compliant with applicable laws, regulations and security standards such as PCI DSS.
• Calls to CRC. Communications with a CRC will be recorded or listened into, in accordance with applicable laws, for local operational needs (e.g. for quality or training purposes). Payment card details are not recorded. Where required by law, you will be informed about such recording at the beginning of your call.

3. COOKIES/SIMILAR TECHNOLOGIES, LOG FILES AND WEB BEACONS

• Cookies/Similar Technologies. Please see our Cookie Notice to learn how you can manage your cookie settings and for detailed information on the cookies We use and the purposes for which We use them.
• Log Files. We collect information in the form of log files that record website activity and gather statistics about your browsing habits. These entries are generated automatically, and help Us to troubleshoot errors, improve performance and maintain the security of our Websites.
• Web Beacons. Web beacons (also known as “web bugs”) are small strings of code that deliver a graphic image on a web page or in an email for the purpose of transferring data back to Us. The information collected via web beacons will include information such as IP Address, as well as information about how you respond to an email campaign (e.g. at what time the email was opened, which links you click on in the email, etc.). We will use web beacons on our Websites or include them in e-mails that We send to you. We use web beacon information for a variety of purposes, including but not limited to, site traffic reporting, unique visitor counts, advertising, email auditing and reporting, and personalisation.

4. USES MADE OF YOUR PERSONAL DATA

The following paragraphs describe the various purposes for which We collect and use your Personal Data, and the different types of Personal Data that are collected for each purpose. Please note that not all of the uses below will be relevant to every individual.

What We use your Personal Data for

Customer service. We use your Personal Data for customer service purposes, including responding to your inquiries. This typically requires the use of certain personal contact information and information regarding the reason for your inquiry (e.g. order status, technical issue, product question/complaint (relayed via our communication channels or social media for instance), general question, etc.).

• Fulfilling contractual obligations.
• Legal obligations.
• Our legitimate interests.
• Improving and developing new products and services.
• Being more efficient.

Contests, marketing and other promotions. With your consent (where required), We use your Personal Data to provide you with information about goods or services (e.g. marketing communications or campaigns or promotions). This can be done via means such as email, ads, SMS, phone calls and postal mailings to the extent permitted by applicable laws. Some of our campaigns and promotions are run on third party websites and/or social networks. This use of your Personal Data is voluntary, which means that you can oppose to the processing of your Personal Data for this purposes. For detailed information on how to modify your preferences about marketing communication, please see Sections 8 and 9 below. For more information about our contests and other promotions, please see the official rules or details posted with each contest/promotion.

• With your consent (where required).
• Fulfilling contractual obligations.
• Our legitimate interests.
• Working out which of our products and services may interest you and telling you about them.
• Defining types of customers for new products or services.

Third party social networks. We use your Personal Data when you interact with third party social networking features, such as “Like” functions to serve you with advertisements and engage with you on third party social networks. You can learn more about how these features work, the profile data that We obtain about you, and find out how to opt out by reviewing the privacy notices of the relevant third party social networks.

• With your consent (where required).
• Our legitimate interests.
• Working out which of our products and services may interest you and telling you about them.
• Defining types of customers for new products or services.

Personalisation (offline and online). With your consent (where required), We use your Personal Data (i) to analyse your preferences and habits, (ii) to anticipate your needs based on our analysis of your profile, (iii) to improve and personalise your experience on our Websites and apps; (iv) to ensure that content from our Websites/apps is optimised for you and for your computer or device; (v) to provide you with targeted advertising and content, and (vi) to allow you to participate in interactive features, when you choose to do so. For example, We remember your login ID/email address or screen name so that you can quickly login the next time you visit our site or so that you can easily retrieve the items you previously placed in your shopping cart. Based on this type of information, and with your consent (where required), We also show you specific Nespresso content or promotions that are tailored to your interests. The use of your Personal Data is voluntary, which means that you can oppose the processing of your Personal Data for this purpose. For detailed information on how to opt-out please refer to Section 8 below.

Order fulfillment. We use your Personal Data to process and ship your orders, inform you about the status of your orders, correct addresses and conduct identity verification and other fraud detection activities. This involves the use of certain Personal Data and payment information.

• Fulfilling contractual obligations.
• With your consent (where required).
• Legal obligations.
• Our legitimate interests.
• Improving and developing new products and services.
• Being more efficient.
• Protect our assets and staff.

Other general purposes (e.g. internal or market research, analytic, security). In accordance with applicable laws, We use your Personal Data for other general business purposes, such as conducting internal or market research and measuring the effectiveness of advertising campaigns. We reserve the right, should you have Club Member accounts, to reconcile those accounts into one single account. We also use your Personal Data to ensure our security.

Legal reasons or merger/acquisition. In the event that Nespresso or its assets are acquired by, or merged with, another company including through bankruptcy, we will share your Personal Data with any of our legal successors. We will also disclose your Personal Data to third parties (i) when required by applicable law; (ii) in response to legal proceedings; (iii) in response to a request from a competent law enforcement agency; (iv) to protect our rights, privacy, safety or property, or the public; or (v) to enforce the terms of any agreement or the terms of our Website.

• Legal obligations.
• Our legitimate interests.
• Compliance with legal obligations.
• Protect our assets and staff.

5. DISCLOSURE OF YOUR PERSONAL DATA

In addition to the Nespresso/Nestlé entities or ad-hoc in-country partners (in charge of Nespresso operations) mentioned in the data controllers & contact section (see Section 11), We share your Personal Data with the following types of third party organisation:

• Service providers. These are external companies that We use to help Us run our business (e.g. order fulfilment, payment processing, fraud detection and identity verification, website operation, market research companies, support services, promotions, website development, data analysis, CRC, etc.). Service providers, and their selected staff, are only allowed to access and use your Personal Data on Our behalf for the specific tasks that they’ve been requested to carry out, based on our instructions, and are required to keep your Personal Data confidential and secure.
• Credit reporting agencies/debt collectors. To the extent permitted by applicable law, credit reporting agencies and debt collectors are external companies that We use to help Us to verify your creditworthiness (in particular for orders with invoice) or to collect outstanding invoices.
• Third party companies using Personal Data for their own marketing purposes. Except in situations where you have given your consent, We do not license or sell your Personal Data to third party companies for their own marketing purposes. Their identity will be disclosed at the time your consent is sought.
• Third party recipients using Personal Data for legal reasons or due to merger/acquisition. We will disclose your Personal Data to third parties for legal reasons or in the context of an acquisition or a merger (see Section 4 for details).

In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.

6. RETENTION OF YOUR PERSONAL DATA

Nespresso takes every reasonable step to ensure that your personal data are only processed for the minimum period defined as per the following criteria:

(a) Nespresso will retain copies of your Personal Data in a form that allows for identification only for as long as:
• We maintain an ongoing relationship with you (e.g. where you are included in our mailing list and have not unsubscribed; until you withdraw your consent for processing of your personal data for marketing purposes or until you object to the processing for this purpose).
• Your Personal Data are necessary in connection with the purposes set out in this Notice and we have a valid legal basis.
(b) The duration of any applicable limitation period for claims/tax obligations related to a given purpose of processing plus additional one year calculated as of the end of the year in which an applicable limitation period has concluded. This additional one year is in case of claims exercised shortly before the end of an applicable limitation period and serves to determine one date, when the data will be deleted, destroyed or anonymised. In addition, if any relevant legal claims are brought, we may continue to process your Personal Data for such additional time necessary in connection with that claim.

7. DISCLOSURE, STORAGE AND/OR TRANSFER OF YOUR PERSONAL DATA

We use a variety of reasonable measures (described below) to keep your Personal Data confidential and secure. Please note, however, that these protections do not apply to information you choose to share in public areas such as third party social networks.

• People who can access your Personal Data. Your Personal Data will be processed by our authorised staff or agents, on a need to know basis, depending on the specific purposes for which your Personal Data have been collected (e.g. our staff in charge of customer care matters will have access to your customer record).
• Measures taken in operating environments. We store your Personal Data in operating environments that use reasonable security measures to prevent unauthorised access. We follow reasonable standards to protect Personal Data. The transmission of information via the Internet is, unfortunately, not completely secure and although We will do our best to protect your Personal Data, We cannot guarantee the security of the data during transmission through our Websites/apps.
• Measures We expect you to take. It is important that you also play a role in keeping your Personal Data safe and secure. When signing up for an online account, please be sure to choose an account password that would be difficult for others to guess and never reveal your password to anyone else. You are responsible for keeping this password confidential and for any use of your account. If you use a shared or public computer, never choose to have your login ID/email address or password remembered and make sure to log out of your account every time you leave the computer. You should also make use of any privacy settings or controls We provide you in our Website/app.
• Transfer of your Personal Data. The storage as well as the processing of your Personal Data as described above require that your Personal Data are ultimately transferred/transmitted to, and/or stored at, a destination outside of your country of residence, notably Switzerland and Luxembourg. We will also transfer your Personal Data to countries outside the European Economic Area (“EEA”) (e.g. other Nespresso/Nestlé entities or ad-hoc in-country partners including to countries which have different data protection standards to those which apply in the EEA. We (i) have put in place European Commission approved standard contractual clauses to protect your Personal Data (and you have a right to ask Us for a copy of these clauses (by contacting Us as set out below) and/or (ii) will rely on your consent (where permitted by law).

8. YOUR RIGHTS

Access to Personal Data. Where provided by law, you, your successors, representatives and/or proxies have the right to access, review and request a physical or electronic copy of information held about you. You also have the right to request information on the source of your Personal Data.

These rights can be exercised by sending Us an e-mail to ContactNL@Nespresso.com or writing to us at Nespresso Nederland B.V. Stroombaan 14, 1181VX Amstelveen Nederland, attaching a copy of your ID or equivalent details (where requested by Us and permitted by law). If the request is submitted by a person other than you, without providing evidence that the request is legitimately made on your behalf, the request will be rejected.

Please note that any identification information provided to Us will only be processed in accordance with, and to the extent permitted by applicable laws.

Additional rights (e.g. modification, deletion of Personal Data). You, your successors, representatives and/or proxies can (i) request deletion, the portability, correction or revision of your Personal Data; (ii) oppose the data processing (also for direct marketing purposes); (iii) limit the use and disclosure of your Personal Data; and (iv) revoke consent to any of our data processing activities.

Please note that, in certain circumstances, We will not be able to delete your Personal Data without also deleting your user account. We may be required to retain some of your Personal Data after you have requested deletion, to satisfy our legal or contractual obligations. We may also be permitted by applicable laws to retain some of your Personal Data to satisfy our business needs.

Where available, our Websites have a dedicated feature through which you can review and edit the Personal Data that you have provided. Please note that We require our registered consumers to verify their identity (e.g. login ID/email address, password) before they can access or make changes to their account information. This helps prevent unauthorised access to your account.

We hope that We can satisfy queries you may have about the way we process your Personal Data. However, if you have unresolved concerns you also have the right to complain to competent data protection authorities.

9. YOUR CHOICES ABOUT HOW WE USE AND DISCLOSE YOUR PERSONAL DATA

We strive to provide you with choices regarding the Personal Data that you provide to Us. The following mechanisms give you the following control over your Personal Data:

• Cookies/Similar Technologies. You manage your consent via (i) our consent management solution or (ii) your browser so as to refuse all or some cookies/similar technologies, or to alert you when they are being used. Please see Section 3 above.
• Advertising, marketing and promotions. If you wish to have your Personal Data used by Nespresso to promote its products or services, you can indicate so through the relevant tickbox(es) located on the registration form or by answering the question(s) presented by our Trade demonstrators, CRC or boutique representatives. If you decide that you no longer wish to receive such communications, you can subsequently unsubscribe from receiving marketing-related communications at any time, by following the instructions provided in each such communication. To opt-out of marketing communications sent by any medium, including third party social networks, you can opt-out at any time by logging into the Websites/apps or third party social networks and adjusting your user preferences in your account profile by unchecking the relevant boxes or by calling our CRC. Please note that, even if you opt-out from receiving marketing communications, you will still receive administrative communications from Us, such as order or other transaction confirmations, notifications about your account activities (e.g. account confirmations, password changes, etc.), and other important non marketing related announcements.
• Personalization (offline and online). Where required by law, if you wish to have your Personal Data used by Nespresso to provide you with a personalized experience/targeted advertising & content, you can indicate so through the relevant tickbox(es) located on the registration form or by answering the question(s) presented by our Trade demonstrators, CRC or boutique representatives. If you decide that you no longer wish to benefit from this, you can opt-out at any time by logging into the Websites/apps and adjusting your user preferences in your account profile by unchecking the relevant boxes or by calling our CRC.

10. CHANGES TO OUR NOTICE

If We change the way We handle your Personal Data, We will update this Notice. We reserve the right to make changes to our practices and this Notice at any time, please check back frequently to see any updates or changes to our Notice.

11. DATA CONTROLLERS & CONTACT

To ask questions or make comments on this Notice and our privacy practices or to make a complaint about our compliance with applicable privacy laws, please contact Us at: ContactNL@Nespresso.com or writing to us at Nespresso Nederland B.V. Stroombaan 14, 1181VX Amstelveen Nederland or call our CRC on 0800 022 23 20.

We will acknowledge and investigate any complaint about the way We manage Personal Data (including a complaint that We have breached your rights under applicable privacy laws).

Although we prefer that you contact us first, you always have the right to submit a complaint to the Dutch Data Protection Authority if you suspect that we do not comply with privacy laws.

Data controllers:

Nestlé Nespresso SA
Chaussée de la Guinguette 10, 1800 Vevey,
Zwitserland

• All activities

In addition, all the following Nespresso/Nestlé entities or ad-hoc in-country partners:

Nespresso Nederland B.V.
Stroombaan 14
1181 VX Amstelveen
KVK 33137832

• All activities in The Netherlands

Nestlé Nederland BV
Stroombaan 14, 1181 VX Amstelveen Nederland
KVK 33129581


• All activities in The Netherlands

Sift Science, Inc.


• Detect and prevent fraudulent activity on your account in real time. Information shared with Sift is treated by Sift in accordance with its Privacy Policy, available at https://sift.com/service-privacy

Terms and Conditions

These general terms and conditions apply to your agreement with Nespresso Nederland B.V. when subscribing to the Nespresso Coffee Subscription ("General Terms and Conditions Nespresso Coffee Subscription"). By subscribing to the Nespresso Coffee Subscription, you agree to these additional General Terms and Conditions. The General Terms and Conditions Nespresso Coffee Subscription apply in addition to the General Sales Conditions, which you can consult at /nl/en/legal.

1. What is the Nespresso Coffee Subscription?

The Nespresso Coffee Subscription is a coffee subscription with a discount on Nespresso coffee linked to a chosen duration. During the chosen duration, you pay a fixed monthly amount in exchange for Nespresso credit. Nespresso credit is automatically deposited into your Nespresso account and can be used immediately or on a later moment to purchase Nespresso products, both online through the Nespresso App, the telephone customer service, or in one of our Boutiques. The specific terms and conditions are explained below.

2. What is the duration of the Nespresso Coffee Subscription?

The Nespresso Coffee Subscription is available for a chosen duration of 6, 12, or 24 months. After the completion of the 6, 12, or 24 months, your Nespresso Coffee Subscription will automatically continue, and you can cancel every month free of charge. For a coffee subscription with a duration of 24 months, you can always cancel monthly free of charge after 12 payments.

3. Who can participate?

Individuals aged 18 and older can subscribe to the Nespresso Coffee Subscription. To subscribe to the Nespresso Coffee Subscription, you must have a Dutch customer account. You can register as a Nespresso customer through www.nespresso.com/nl/en/ or in one of our Boutiques. There is a limit of one Nespresso (Coffee) Subscription per Nespresso registered customer, bank account, and/or credit card.

4. How much does the Nespresso Coffee Subscription cost?

The amount you pay varies and depends on the Nespresso Coffee Subscription you select. You can choose from the following monthly amounts: € 15,00, € 30,00, € 50,00, and € 75,00. For an overview of our different coffee subscriptions, please refer to our website: /nl/en/abonnement/koffieabonnement.

5. What is included in the Nespresso Coffee Subscription?

5.1 The Nespresso credit you receive is equal to the fixed amount you pay per month as described in Article 4. The Nespresso Coffee Subscription offers discounts on coffee, with the following discounts applicable to the monthly amounts:

• 4% coffee discount for the monthly amount of € 15,00;
• 6% coffee discount for the monthly amount of € 30,00;
• 8% coffee discount for the monthly amount of €50.00;
• 10% coffee discount for the monthly amount of € 75,00.

5.2 You also receive the same percentage of discount on coffee orders that exceed the monthly amount, up to a maximum of 1500 Nespresso coffee capsules per month. For an overview of our different coffee subscriptions, please refer to our website: /nl/en/abonnement/koffieabonnement.

• 4% coffee discount for the monthly amount of € 15,00;
• 6% coffee discount for the monthly amount of € 30,00;
• 8% coffee discount for the monthly amount of €50.00;
• 10% coffee discount for the monthly amount of € 75,00.

6. How does the monthly Nespresso credit work?

• The Nespresso credit that you are eligible for will be credited to your linked Nespresso account on a monthly basis within 2 working days after the final receipt of the monthly contribution.
• You can check your remaining balance of Nespresso credit by logging into your account on Nespresso.com/nl/en.
• Nespresso credit is non-refundable, non-transferable, and cannot be exchanged for cash.

7. How can I set up a recurring order?

After setting up the Nespresso Coffee Subscription, it is possible to schedule a recurring order. To set up a recurring order, please refer to your personal account on our website: /nl/en/myaccount/standing-orders.

8. Can I add a Nespresso machine to my Nespresso Coffee Subscription?

8.1 With the Nespresso Coffee Subscription, it is possible to purchase a coffee machine at a discounted price. The discount amount depends on the duration of the subscription. The machine can be purchased at the beginning or during the duration of the Nespresso Coffee Subscription as long as the subscription is active. For an overview of the available machines, you can visit our website: /nl/en/koffiemachines or visit one of our Boutiques.

8.2 The machine discount can only be used once when subscribing to the Nespresso Coffee Subscription or during the subscription period (as long as the Nespresso Coffee Subscription is active). It is not possible to combine this machine discount with other promotional offers on Nespresso machines.

8.3 The machine discount can only be applied in the Nespresso online store, through the Nespresso app, via the Nespresso customer service, or in one of the Nespresso Boutiques.

8.4 In deviation from Article 8.1, it is not possible to purchase any of the Creatista machines (Original Line and Vertuo Line) at a discounted price with the Nespresso Coffee Subscription with a monthly amount of € 15,00 and a monthly amount of € 30,00 for 6 months. Please see the overview below.

9. What are the delivery costs for the Nespresso Coffee Subscription?

Contrary to Article 5.2 of the Nespresso General Sales Conditions, the delivery of Nespresso products is free with the Nespresso Coffee Subscription. You can choose the delivery date of your order.

10. When will my coffee be delivered?

You can choose when you want your coffee or other Nespresso products to be delivered to your home. Place an order on our website or purchase your coffees in one of our Boutiques.

11. Is there a minimum number of coffee capsules to be ordered?

Nespresso coffee is packaged in sleeves, with each sleeve containing 10 capsules. Unlike Article 7.5 of the General Sales Conditions, there is no minimum number of capsules required for an (online) order with the Nespresso Coffee Subscription of € 15,00.

12. How do I purchase the Nespresso Coffee Subscription?

You can purchase the Nespresso Coffee Subscription directly in the Boutique or online through the Nespresso website using iDeal or credit card payment. The first monthly contribution is paid at the time of subscribing to the Nespresso Coffee Subscription. The subsequent monthly payments will be automatically deducted from your bank account/credit card on the same day and from the same bank account/credit card that you used to purchase the Nespresso Coffee Subscription. You can contact customer service to change the payment date of the Nespresso Coffee Subscription.

13. What about the withdrawal period?

You have the right to change your mind and withdraw from the Nespresso Coffee Subscription without giving any reason within 14 days after activating the Nespresso Coffee Subscription plan that you (or a person designated by you) have subscribed to ("Withdrawal Period").

• To exercise this right, you need to exercise your right within the Withdrawal Period by providing us with a clear and unambiguous statement. You can use the withdrawal form available on the website or contact us through other means, as indicated in the contact details on /nl/en/service-customer-care.
• If you cancel the Nespresso Coffee Subscription during the Withdrawal Period, you will receive a full refund of all payments made, including delivery costs (except for any additional costs incurred if you have chosen a delivery method other than our cheapest standard delivery).
• We will refund you using the same payment method that you used for the original transaction. No fees will be charged for the refund.
• We will process the refund without undue delay and in any case, no later than 14 days after you have notified us of your withdrawal from the Nespresso Coffee Subscription.
• You are required to return or hand over to us the capsules and unused machine that you have received or were in transit at the time you notified us of exercising your right of withdrawal. We reserve the right to wait for the return of the capsules and unused machine before processing the refund, or, if earlier, until you have provided proof of returning them.
• If you have used some capsules, you are not entitled to a full refund for the capsules that have been used.
• If you have returned your machine, Nespresso will also discontinue the credit that you have received as part of your Coffee Subscription.

14. How long does the Nespresso Coffee Subscription last and how can I cancel it?

14.1 The Nespresso Coffee Subscription has a duration of 6, 12, or 24 months. After the expiration of the Nespresso Coffee Subscription, it will be automatically renewed.

14.2 During the first six monthly payments after subscribing to the Nespresso Coffee Subscription, you cannot cancel. For a 12 or 24-month contract, you can cancel the Nespresso Coffee Subscription directly after the sixth monthly payment by paying a termination fee equal to 50% of the outstanding monthly amounts of your coffee subscription. For a coffee subscription with a duration of 24 months, you can cancel free of charge after 12 payments. The termination fee will not be credited to your account as a balance.

14.3 You can cancel the Nespresso Coffee Subscription by contacting Nespresso, for which we refer you to the contact details on /nl/en/service-customer-care or through "My Account/My Nespresso Subscription" on Nespresso.com/nl/en (online cancellation is only possible if all payments have been made). You are not entitled to a refund of the monthly amounts that you have already paid at the time of cancellation.

14.4 To prevent automatic payment, you must submit the request for cancellation at least 36 hours before the scheduled payment.

14.5 After canceling the Nespresso Coffee Subscription, you have access to any remaining credit for making purchases for up to two years from the date of receiving the Nespresso credit. The benefits associated with the Nespresso Coffee Subscription, as described in the Nespresso Coffee Subscription General Sales Conditions, expire immediately upon termination of the Nespresso Coffee Subscription.

14.6 Nespresso reserves the right to terminate your Nespresso Coffee Subscription at any time.

15. Can I pause my Nespresso Coffee Subscription?

15.1 When you want to temporarily pause your Nespresso Coffee Subscription, it is important to know that the duration of your coffee subscription will not be shortened. Instead, the duration of the pause will be added to the end date of your contract.

15.2 You can pause the Nespresso Coffee Subscription for 30 days. After the paused period, your Nespresso Coffee Subscription will automatically be reactivated. You can pause up to six payments per year with the Nespresso Coffee Subscription. During the pause period, the benefits of the contract remain active.

15.3 You can pause the coffee subscription once the coffee subscription is active and the first monthly amount has been credited to your Nespresso account.

15.4 To prevent an automatic payment, you must submit the pause request at least 36 hours before the scheduled payment.

16. Can I change my coffee subscription?

It is not possible to change the monthly amount or duration of your Nespresso Coffee Subscription. You can cancel your Nespresso Coffee Subscription and sign up for a new coffee subscription. The cancellation terms as described in article 14 apply in this case.

17. What if my payment fails?

17.1 If the payment of your monthly contribution fails on the due date, Nespresso will attempt to debit all outstanding amounts on the same payment date the following month. After 2 failed payments, we will attempt to debit all outstanding amounts again on the same payment date the following month.

17.2 Nespresso Nederland B.V. will terminate the coffee subscription after three failed payments in three consecutive months. Nespresso will charge a buyout fee for the outstanding payments within your contract. The buyout fee amounts to 50% of the monthly due amounts. For a coffee subscription with a duration of 24 months, we calculate the buyout fee up to the 12th payment. The buyout fee will not be credited to your account as a balance.

18. Other provisions

18.1 Terms of use: Nespresso reserves the right to amend these general terms and conditions regarding the Nespresso Coffee Subscription at its own discretion from time to time. When this occurs, we will notify participants of the Nespresso Coffee Subscription who are affected in an appropriate manner.

18.2 Privacy: The (personal) data necessary for participation in the Nespresso Coffee Subscription will be processed by Nespresso in accordance with the Nespresso privacy statement, as stated on /nl/en/legal.

18.3 Updates and Notifications:Nespresso will keep you informed of Nespresso Coffee Subscription updates and provide information about your outstanding Nespresso credit via email throughout the duration of the Nespresso Coffee Subscription.

18.4 Contact Information: For additional information, any questions, or complaints regarding the Nespresso Coffee Subscription, please contact the Customer Relationship Centre by phone at 0800 022 23 20 or via the online form at /nl/en/contact-us. Depending on the nature of your question/complaint and the method by which you contacted the Customer Relationship Centre, you will receive a response by phone or email. You can expect to receive a response within 4 weeks at the latest.

1. Machine warranty

1.1 Machines purchased on this website are guaranteed by the machine manufacturer pursuant to the specific terms and conditions listed in the original product documentation.

1.2 Please consult your product documentation for detailed information on the manufacturer's warranty, which is without prejudice to any of your imperative statutory legal rights as provided for in the legislation on the sale of consumer goods.

1.3 The statutory warranty applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. A factory warranty also applies to some products. This warranty does not affect the legal warranty.

1. Right of withdrawal

1.1 You have the right to withdraw from this contract within 14 days without giving any reason.

1.2 The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

1.3 To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You can use either the European withdrawal form or the Nespresso withdrawal form for this purpose, but you are not obligated to do so.

1.4 You have the right to exercise the right of withdrawal with Nespresso if you have purchased the product to be returned from Nespresso. Products that were not purchased from Nespresso but from a third party cannot be returned to Nespresso.

1.5 To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

2. Effects of withdrawal

2.1 If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

2.2 We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

2.3 You shall send back the goods or hand them over to us or return them to postal point (DHL or PostNL), without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The goods must be returned in the original packaging and accompanied by the invoice and the returns form. The deadline is met if you send back the goods before the period of 14 days has expired.

2.4 You will have to bear the direct cost of returning the goods.

2.5 You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

2.6 For health protection and hygiene reasons, you cannot exercise your withdrawal right for capsules of which the packaging has been opened.

3. Return address and Returns Policy

3.1 Damage/Quality issues/exchange/recycling
Please contact us first before returning the products in the following cases:

• You have received damaged products;
• You experience a quality issue with one of our products;
• You would like an exchange;
• You would like to send your machine for recycling at your next order delivery;
• The delivery does not correspond to what you have ordered.

Our Coffee specialists will guide you to the optimal solution. Should you need to return the products, you can do so via a PostNL or DHL collection point free of charge. If you choose another way of delivery, you will have to pay the delivery charges which will not be reimbursed by Nespresso. In both cases, please keep your track & trace code safe.
The products will only be accepted if they are unused, undamaged and in the original packaging and accompanied by the original invoice. We advise you to use a return form when sending the products back to us to make sure we can process your return quickly. In these cases, you can choose to have your money back on your bank account or keep as credit on your account to be used for the next orders.

3.2 Residents of the Dutch Antilles
Please contact us before returning the products.

3.3 Return address
Antwoordnummer 54081
5004 VB Tilburg
Nederland

Nespresso Nederland B.V
Stroombaan 14
1181 VX AMSTELVEEN
Phone: 0800 022 23 20
E-mail: contactnl@Nespresso.com
Kvk Amsterdam: 3313.7832
VAT number: NL001410908B01

This cookie notice applies to all Nespresso websites and mobile applications (“Nespresso Platform”).

1. What are cookies?
Cookies are text files that are placed on your computer by websites that you visit. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognises that cookie. They are used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the website.

We use the term "cookies" throughout this notice to also cover all similar tracking technologies, such as web beacons SDK, log files, pixel tags.

2. What types of cookies are used on Nespresso Platforms?
We use the following types of cookies on Nespresso Platforms:

1. Required cookies- As long as necessary
These cookies are required to enable core functionality and must be accepted for some Nespresso Platforms to work. They can be used for authentication, security or localisation purposes. Without these cookies, services you have asked for, like adding items to your shopping basket, cannot be provided. If you disable these cookies certain parts of the Nespresso Platform will not function for you, for example, adding items to your basket, proceeding to checkout.

2. Functional and performance cookies- Up to 2 years
These cookies help us improve or optimise the experience we provide. They allow us to measure Nespresso Platform usage and improve performance. These cookies help us understand how visitors interact with Nespresso Platforms and we use this information to improve the user experience and performance of Nespresso Platforms.

3. Advertising cookies- Up to 2 years
These cookies collect information about your browsing habits in order to make advertising more relevant to you and your interests. They are also used to limit the number of times you see an advert as well as help measure the effectiveness of an advertising campaign. They remember the websites you visit and that information is shared with other parties such as advertisers. We may share this information with other parties, including our partners.

4. Social media cookies- Up to 2 years
These cookies are used when you share information using a social media sharing button on a Nespresso Platform. The social network will record that you have done this. This information may be linked to targeting/advertising activities.

3. Manage your cookie consent preferences
You may access and change your cookie preferences at any time. Set your preferences or withdraw your consent by clicking on the "Cookies" link on the bottom of our website.

4. Notice Update
We reserve the right to make any changes and corrections to this Notice. Please refer to this page from time to time to review these and new additional information. We will place updates on Nespresso Platforms and, where appropriate, we will notify of any changes by email.

5. Privacy Policy
For further information about how your data is used (including controller details), please see our Privacy Policy on this page.

This Cookie Notice was last updated 06/09/2023

1.1 If you have a complaint about our products or services, you can contact us through the contact form. You will receive a substantive response from us within 14 days after receiving your complaint. If you are not satisfied with the proposed solution or if we cannot reach an agreement, you can submit your complaint to the Disputes Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl).

1.2 Information about alternative dispute resolution can be found via this link: http://ec.europa.eu/odr/. However, we reserve the right to submit disputes exclusively to the court. When using this platform, you must provide the email address of our company (contactnl@nespresso.com).