Legal · terms
General terms and conditions
In plain English, not legalese. What you can expect from us and what we ask of you, from order to delivery.
Applicability
These general terms and conditions apply to every offer from Snowden Phone and to every agreement between Snowden Phone and you as a buyer. Different arrangements only apply if we have confirmed them in writing.
Offer and prices
All prices are stated in euros and include 21% VAT. Prices and the offer are subject to change and to availability while stocks last. Obvious mistakes or errors in the offer do not bind us.
Order and confirmation
You order through the website (online checkout) or by WhatsApp, Signal or email. An agreement is formed as soon as we confirm your order to you. We reserve the right to decline an order or to ask for additional information before we confirm it.
Payment
If you order through the website, you pay in the secure checkout of our payment provider Stripe, with iDEAL, credit card, PayPal, Apple Pay, Klarna or Bancontact. Payment is then made when you place the order. If you order by WhatsApp, Signal or email, we agree payment with you personally before we deliver.
Delivery
We deliver to the Netherlands, Belgium, Germany, Austria, Czechia, Sweden and Finland. We do not ship to other countries. That way every phone goes out insured and signed for, we can keep our warranty and support promises, and we stay within the rules on exports and payments. We do not deliver to parcel forwarding services or parcel lockers. You sign for the parcel on delivery. In the Netherlands it is handed over in person at the door and we never leave it with a neighbour; if you are not at home, you can collect it within five days at a PostNL location, where it is only released to the addressee or an adult member of the household, after signing. In Belgium and the other countries it is sent insured and signed for. We sell at most two phones per customer in 30 days. Need more? Please contact us. Shipping to the Netherlands, Belgium and Germany is free, and to Austria, Czechia, Sweden and Finland €34.95; parcels are packed discreetly and neutrally. We aim to deliver within 3 to 5 working days after confirming your order, plus the transit time to your country. Stated delivery times are estimates and not strict deadlines.
Withdrawal period and right of withdrawal
You have a 14-day withdrawal period, counted from the day after you receive the phone. Within that period you can withdraw from (cancel) the purchase without giving a reason. This also applies if you have already opened the packaging or the seal, and to a phone we configured for you. You can also withdraw from the purchase before the phone has been delivered to you. There are no exceptions to this right of withdrawal.
The seal on the packaging shows that nobody opened the phone in transit. It is not a condition for a return.
How to withdraw
Use the Withdraw from contract here button. You find it at the bottom of every page of this website and below. You fill in your name and email address and click Confirm withdrawal. We email you a receipt straight away, with the content of your notice and the date and time you submitted it.
You can also withdraw another way: by email to info@snowden-phone.nl, on WhatsApp, by letter, with the model form below or with any other clear statement. You do not have to use the model form. You are in time if you send your notice before the withdrawal period ends.
Sending the phone back
Send the phone back to our returns address within 14 days of your notice:
Snowden Phone
Brinkzicht 7
3743 EX Baarn
This is our returns address, not our business address. We do not accept returns at our business address in Soest (Nieuwegracht 16-11).
Send the phone back complete, with the parts that came with it. You pay the cost of return shipping. As a service, we can provide a return label; its cost is then deducted from your refund. We recommend sending the parcel tracked and insured for its full value, and keeping your proof of postage.
Refund
We refund everything you paid for the order, including the standard shipping cost (also the €34.95 for Austria, Czechia, Sweden or Finland), within 14 days of receiving your notice. We use the same payment method you paid with, unless you explicitly agree to another one. We may wait with the refund until we have the phone back, or until you show that you have sent it back, whichever comes first.
Using the phone during the withdrawal period
You may unpack the phone, switch it on and try it out the way you would in a shop. If you go further than is needed to establish the nature, characteristics and functioning of the phone, you are liable for the resulting loss in value (Article 6:230s(3) of the Dutch Civil Code). We may deduct it from the amount we refund. Think of scratches, damage or clear signs of daily use.
Before you send the phone back, we ask you to sign out of your accounts and reset the phone to factory settings, or at least remove the screen lock. This is a request; your return does not depend on it.
This clause does not affect your mandatory statutory rights as a consumer, including your rights where the phone does not conform to the agreement.
Model withdrawal form
You do not have to use this form. The Withdraw from contract here button or a message of your own works just as well. If you want to use the form, copy or print it, fill it in and send it by email or by post to the address below.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: Snowden Phone
Brinkzicht 7, 3743 EX Baarn, the Netherlands
info@snowden-phone.nl
I/We* hereby give notice that I/We* withdraw from my/our* contract of sale of the following goods:
[description of the goods]
Ordered on* / received on*: [date of order or receipt]
[Name of consumer(s)]
[Address of consumer(s)]
[Signature of consumer(s)] (only if this form is notified on paper)
[Date]
* Delete as appropriate.
Warranty
Every phone carries a 2-year warranty from Snowden Phone, counted from the delivery date. This warranty covers defects in the hardware and in the configuration we carried out. It applies in addition to, and not instead of, your statutory rights where the phone does not conform to the agreement. If there is a defect, contact us; we repair or replace the phone, or work out a suitable solution together with you. If the phone needs to come to us for this, send it after that contact to our returns address: Snowden Phone, Brinkzicht 7, 3743 EX Baarn, the Netherlands.
Support
You can ask questions about your phone by WhatsApp, Signal or email for as long as you own the phone. We answer within one working day, in English or Dutch. In the first year after delivery, we help you once free of charge with the phone itself, such as reinstalling, moving apps over or setting it up again: you send the phone to us at your own cost and we send it back to you insured. In the Netherlands you can also drop it off in Hilversum by appointment. After that, we charge €99 incl. VAT for such help. Defects and errors on our part are covered by the warranty above, and we fix them free of charge.
Conformity
The phone you receive meets the statutory conformity requirements: it matches the agreement and has the properties you may expect on the basis of it. Your statutory rights as a consumer remain fully in force.
Software
The phones run GrapheneOS, which is open source. Security and system updates are released for as long as Google supports the device: 7 years from when the model first went on sale in the US. The end date for each model is listed on its product page. You are free to modify the phone further yourself.
Liability
Our liability is limited to the amount you paid for the phone in question. We are not liable for indirect damage, consequential damage, data loss or lost profit, except in case of intent or deliberate recklessness on our part. This limitation does not affect your mandatory statutory rights as a consumer.
Complaints
Do you have a complaint about your order or our service? Report it as soon as possible, with a clear description, by email to info@snowden-phone.nl or on WhatsApp (+31 6 86 09 99 75). We confirm receipt of your complaint within 3 working days and give you a full answer within 14 days. If we cannot do that within 14 days, we let you know when you can expect our answer. If we cannot resolve it together, you can bring the dispute before the court, also in the country where you live.
Governing law and disputes
These terms and every agreement with us are governed by Dutch law, without affecting the mandatory consumer protection of the country where you live. We first try to resolve any dispute together with you. If that does not work, you can bring the dispute before the competent Dutch court, without affecting your right to bring proceedings in the courts of the country where you live.
Contact details
Do you have questions about these terms? Contact us at info@snowden-phone.nl. Our Chamber of Commerce (KvK) number is 67353274 and our VAT identification number is NL002388991B77. Our business address is Nieuwegracht 16-11, Soest, the Netherlands. Returns go to our returns address: Brinkzicht 7, 3743 EX Baarn, the Netherlands.