Customer service

On this page

• How do I place an order?
• Payment methods
• Shipping and other costs
• Delivery and delivery time
• Right of withdrawal for books (products)
• Right of withdrawal for subscriptions (services)
• Warranty
• Complaints

How do I place an order?

Ordering a guitar book or e-book

1. Choose the book on the books page and click the order button. Ordering more books? Add them in the order window (two or more books get a bundle discount).
2. In the order window, choose the destination country (the Netherlands or Belgium). The shipping costs are shown right there.
3. You go to our secure payment page (Stripe). Enter your email address, name and delivery address and choose a payment method.
4. Check your order, the total amount and your details on that page. If something is wrong, correct it there or go back to change your order.
5. Click Pay. Only then is your order final and do you enter into a payment obligation.
6. You receive a confirmation email right away. An e-book can be downloaded immediately after payment; a printed book is shipped to you (see Delivery).

Taking out a subscription

1. Choose a subscription on the pricing page (Songs & ProTabs, Guitar lessons or All-in-one) and whether you pay monthly or yearly.
2. You go to our secure payment page (Stripe), showing the subscription, the price, any discount (such as the WELKOM1 offer) and what you pay per month or year after that.
3. Enter your email address and payment details. Use the email address of your Gitaartabs account so the subscription is linked to your account right away.
4. Check your details and the amount. If something is wrong, correct it there or go back to the pricing page.
5. Click the payment button. Only then is the subscription concluded and do you enter into a payment obligation. The subscription renews automatically every month or year until you cancel.
6. You receive a confirmation email and can start right away. You cancel yourself under Settings in your account; the subscription then runs until the end of the period you already paid for.

Payment methods

You pay through Stripe's secure payment environment. Which methods you see depends on your country, your device and what you order (book or subscription). We offer:

• iDEAL — pay directly through your own bank (the Netherlands).
• Bancontact — pay directly through your own bank (Belgium).
• Credit card (Visa, Mastercard) — the amount is charged through your card issuer.
• Apple Pay and Google Pay — pay with the card stored on your phone or in your browser.
• PayPal — log in to PayPal and complete the payment there, using your PayPal balance, bank account or card.
• Klarna — choose how you pay with Klarna, for example within 30 days or in instalments. Klarna may run a credit check; Klarna's terms apply to that payment.

After the first payment, a subscription is charged automatically every month or year using the same payment method. All prices include VAT.

Shipping and other costs

Shipping costs are also shown in the order window and on the payment page, before you pay. We do not (yet) ship to other countries.

Delivery and delivery time

• Carrier: PostNL. In the Netherlands your book comes as a letterbox parcel; in Belgium PostNL delivers together with bpost.
• Delivery time Netherlands: 1 to 3 working days after your order.
• Delivery time Belgium: 2 to 5 working days after your order.
• Track & trace: as soon as we ship your book, PostNL emails you a track & trace code.
• Not at home? A letterbox parcel fits through the letterbox, so you don't need to be home. If it doesn't fit, or a parcel in Belgium cannot be delivered, the carrier offers it again or leaves it at a nearby pick-up point and lets you know.
• An e-book can be downloaded immediately after payment; you also receive the download link by email.
• A subscription starts immediately after payment.
• If delivery is not possible within 30 days, we let you know and you may cancel the order free of charge.

Right of withdrawal for books (products)

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email to info@gitaartabs.nl). You may use the model withdrawal form (pdf, Dutch), but it is not obligatory. To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (except for supplementary costs resulting from your choice of a type of delivery other than the least expensive 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 of your decision to withdraw. If you return only part of your order, delivery costs are not refunded. We will use 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. 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.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.

Our return address: Gitaartabs, Austerlitz 5, 3452 LK Vleuten, Nederland.

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

Right of withdrawal for subscriptions (services)

This applies to the subscriptions (Songs & ProTabs, Guitar lessons, All-in-one) and to renewing the online learning environment of a book.

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you purchased the service. To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (for example a letter sent by post or an email to info@gitaartabs.nl). You may use the model withdrawal form (pdf, Dutch), but it is not obligatory. To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will use 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. You only have to pay for the service up to the moment of withdrawal.

A subscription starts immediately after payment, because you expressly request immediate delivery of the service within the withdrawal period when you subscribe. That request does not affect your right of withdrawal.

Warranty

The statutory warranty applies to everything you buy from us. This means a product must be and do what you may reasonably expect of it. This also applies to our online services and e-books. No separate manufacturer's or extra warranty applies.

Is something wrong with your book (for example damaged on arrival or a printing error), or does part of your subscription not work as it should? Contact us and we will repair, replace or refund.

Complaints

If you have a complaint about our products or our service, contact us via the contact form or by email to info@gitaartabs.nl. Describe your complaint as fully as possible, including your order or account details. You will receive a substantive response within 14 days of receipt of your complaint.

If you are not satisfied with how your complaint was handled, you can submit it to the Geschillencommissie Thuiswinkel (www.sgc.nl).

The terms that apply are in our general terms and conditions (Dutch).