- Scope and Nature of Services
Tongdilou (“we”, “our”, or “us”) provides on-site residential drain unblocking and maintenance services located within Europe, operated from our registered entity in the Netherlands. Our business model operates on an online deposit booking structure where customers reserve a scheduled time slot for on-site technician deployment.
- Service Appointment Cancellation by the Customer
Cancellation Window: Customers may cancel or reschedule their service appointment without penalty by providing notice via email to partners@tongdilou.com or through our online customer portal at least 24 hours prior to the scheduled on-site service window.
Late Cancellation: If a cancellation request is submitted less than 24 hours before the confirmed appointment time, or if our technician arrives at the designated address and is unable to gain access to the property due to customer absence or fault, the initial reservation deposit is non-refundable. This covers preliminary dispatch allocation and scheduling overheads.
- Statutory Right of Withdrawal (EU Consumer Rights Directive)
In accordance with European Union consumer protection legislation and Dutch civil law governing service contracts:
Right to Cancel: Consumers within the European Union generally possess a statutory right to withdraw from a service contract within 14 days of booking, without giving any reason.
Waiver of Withdrawal Upon Performance: By booking an appointment and explicitly requesting the immediate commencement of on-site services within the statutory 14-day withdrawal period, the customer acknowledges that once the service or technician dispatch process has been fully executed, the statutory right of withdrawal ceases, and deposits or fees for rendered services are non-refundable. If the service contract has not been fully performed, the consumer remains liable for proportional costs incurred up to the time of cancellation.
- Rescheduling and Modifications
Customers may modify their scheduled appointment date or time free of charge, provided the request is communicated at least 24 hours in advance.
Subsequent rescheduling requests made within less than 24 hours of the appointment window may incur a rescheduling surcharge or require a new booking deposit.
- Service Provider Cancellation and Operational Adjustments
In the event that Tongdilou must cancel or reschedule an appointment due to unforeseen operational constraints, severe weather conditions, or technician unavailability, the affected customer will be notified promptly via email or telephone.
Under such circumstances, the customer will be offered an alternative appointment time or a full refund of any deposit paid. Our liability for provider-initiated cancellations is strictly limited to the return of the booking deposit received for the affected appointment.
- Dispute Resolution and Governing Law
Governing Law: This Cancellation and Refund Policy shall be governed by, construed, and enforced in accordance with the laws of the Netherlands and applicable European Union consumer regulations, without regard to conflict of law principles.
Dispute Handling: Any inquiry, disagreement, or claim arising from or relating to service bookings, cancellations, or refunds must be directed to our support team at partners@tongdilou.com for amicable resolution before initiating formal legal proceedings.