General and Special Terms & Conditions of Hay & Moon
Version: July 2026
English translation for convenience - Dutch version prevails
This document is an English translation of the original Dutch-language version. It is provided solely for convenience. In the event of any discrepancy, inconsistency, ambiguity or difference in interpretation between the Dutch and English versions, the Dutch version shall prevail and be legally binding. Nothing in this provision limits any mandatory rights a consumer may have under applicable law.
Purpose
Clear agreements provide peace of mind and clarity. I have therefore prepared these General and Special Terms and Conditions. They explain the arrangements that apply when you use the services or products of Hay & Moon, so that we both know what we may expect from one another.
Hay & Moon is a sole proprietorship owned by Saskia van Manen, established at Neeltje van Zuytbrouckhof 6, 2311 WC Leiden, the Netherlands, and registered with the Dutch Chamber of Commerce under number 99273586.
Do you have any questions about these terms, or is anything unclear? Please feel free to contact me at saskia@hayandmoon.nl.
The services, courses, workshops and materials offered by Hay & Moon are intended for reflection, remembrance and personal writing. They do not constitute medical, psychological, therapeutic or legal guidance.
Definitions
In these terms and conditions, the following definitions apply:
Hay & Moon: the sole proprietorship owned by Saskia van Manen, established in Leiden.
I, me or my: Hay & Moon.
You, your or client: the natural person or legal entity entering into an agreement with Hay & Moon.
Services: all services and products offered by Hay & Moon, including guided writing programmes, legacy letters, life stories, interviews, workshops, online courses, digital downloads, physical keepsake products and other related services.
Assignment: the agreed work performed by Hay & Moon for the client.
Work: all texts, interviews, audio recordings, transcripts, designs, photographs, books, digital files and other results created by Hay & Moon under an agreement.
Agreement: any arrangement between Hay & Moon and the client concerning the provision of services or products.General and Special Terms and Conditions
These General Terms and Conditions apply to all services and products of Hay & Moon. Additional Special Terms and Conditions may apply to specific services or products. These form part of the agreement and take precedence over these General Terms and Conditions.
The services
Hay & Moon offers services and products relating to reflective writing, personal legacy, life stories and remembrance. These include guided writing programmes, interviews, legacy letters, workshops, online courses, digital downloads, physical keepsake products and other creative or editorial services that contribute to recording, preserving and sharing personal stories and memories.
When these General Terms and Conditions apply
These General Terms and Conditions apply to all offers, quotations, agreements, services and products of Hay & Moon, as well as any follow-up assignments or additional work, unless otherwise agreed in writing.
Any departure from these General Terms and Conditions is valid only if expressly agreed in writing. A departure applies only to the agreement for which it was made and cannot be invoked in relation to other or future agreements.
Any general terms and conditions of the client do not apply unless I have expressly agreed to them in writing.
If one or more provisions of these General Terms and Conditions are found to be invalid or unenforceable, the remaining provisions will remain in full force. The relevant provision will then be replaced by a provision that reflects the intention of the original provision as closely as possible.
If I do not apply or invoke a provision of these terms in a particular situation, this does not mean that I waive the right to apply that provision at a later date.
I may amend or supplement these General Terms and Conditions. The most recent version is available on my website. If an amendment affects an ongoing agreement, I will inform you in good time.
Quotations
Quotations from Hay & Moon are non-binding and valid for 30 (thirty) days from the quotation date, unless a different period is stated in the quotation.
The quotation describes which services or products will be provided, the costs involved and the terms that apply.
An agreement is formed once you accept the quotation or engagement confirmation in writing and, where applicable, have met the conditions stated in it, such as paying a deposit.
If a quotation is based on information you have provided, I assume that this information is correct and complete. If, during performance of the assignment, additional work proves necessary because relevant information was missing or has changed, that work may be charged as additional work. I will always discuss this with you in advance.
Obvious typing errors, calculation errors or mistakes in a quotation are not binding on me.
A quotation applies only to the assignment described in it and does not automatically apply to future assignments.
Formation of the agreement
Our agreement is formed when you accept my offer. I consider my offer accepted when I receive a signed quotation, a clear acceptance by email or when I may reasonably infer from your conduct that you agree to my quotation.
In exceptional cases, an agreement may also be formed orally, for example when you ask me to begin the work immediately. By giving the assignment and allowing the work to begin, the agreement is deemed to have been formed.
Once you have accepted my quotation, you cannot simply change the assignment. The assignment may be changed only with my written consent. This also applies to minor changes or changes that differ only slightly from the quotation. If you tell me that you wish to change the assignment, we will consider the possibilities together, but I am never obliged to accept a proposed change. If a change affects the schedule, scope or costs of the assignment, I will inform you in advance.
I perform every assignment with due care and to the best of my knowledge, judgement and professional skill. Unless expressly agreed otherwise, my services are provided on a best-efforts basis and do not constitute an obligation to achieve a particular result.
Performance of the agreement
I perform every assignment with care, attention and to the best of my knowledge, skill and ability. Subject to the agreements made, I am free to organise and perform my work in accordance with my own professional judgement.
I will begin performing the agreement as soon as reasonably possible after the assignment has been confirmed in writing and, where applicable, the agreed deposit or payment has been received. If you do not enable me to begin the assignment within two months after the agreement is formed, I have the right to terminate the agreement. Any deposit already paid will not be refunded in that case. Any remaining payment obligation will lapse.
To perform the assignment carefully, it is important that you provide me in good time with all information, documents, photographs, texts or other materials that are reasonably necessary to perform the agreement. I assume that this information is correct, complete and up to date. If information becomes available during performance of the agreement that may affect the assignment, I ask you to inform me as soon as possible.
If the necessary information or materials are not provided, or are not provided in time, I have the right to suspend performance of the agreement. Any delay or additional work resulting from this may affect the schedule, delivery period and costs. I will, of course, discuss this with you in advance. I am not liable for damage arising because I relied on incorrect, incomplete or late information supplied by you.
If you do not cooperate sufficiently in the performance of the assignment, for example by repeatedly failing to respond, failing to keep appointments or failing to provide necessary information, I have the right to suspend performance temporarily or terminate the agreement. Any damage or additional costs arising from this will be borne by the client. Payment remains due for work already performed and costs already incurred.
Where necessary, I may use carefully selected third parties to perform my services, such as a printer, designer or transcription service. I remain responsible for the quality of the services.
The agreement is performed solely for the benefit of the client. Third parties cannot derive any rights from the content of my work or the results I deliver.
Working method
The services provided by Hay & Moon are personal and tailored. You always decide which information, memories or materials you share with me. I guide the process of reflection, writing and shaping a personal legacy. My services are not a substitute for medical, psychological, therapeutic or legal guidance or advice.
The services provided by Hay & Moon are a creative collaboration. The final result is created on the basis of your input, wishes and feedback, combined with my professional judgement, experience and working method.
I will make every effort to create a result that meets your wishes as closely as possible. Because personal taste, memories and experience are subjective, differences in taste or interpretation do not in themselves constitute grounds for terminating the agreement, obtaining a refund or claiming compensation.
Corrections, revisions and additional work
Unless otherwise agreed in writing, a maximum of two rounds of corrections are included in each assignment.
Corrections relate to factual inaccuracies, language corrections and the implementation of previously agreed arrangements. A change in personal preference, new insights or additional memories after delivery may result in additional work.
If, after the included correction rounds, you request further changes or additions, or if the assignment changes compared with the original arrangements, that work may be carried out as additional work. Additional work will be discussed with you in advance and, unless otherwise agreed, charged at my current hourly rate.
Delivery
Once the assignment has been completed, I will deliver the agreed result to you. I ask you to review the delivered work within a reasonable period and to notify me of any inaccuracies or shortcomings as soon as possible, so that I can correct them, where reasonable and possible, within the agreed correction rounds.
Changes requested after delivery that fall outside the agreed correction rounds or depart from the original assignment will be regarded as additional work.
For physical products, such as printed books or other keepsake products, minor differences in colour, material or production may occur compared with digital examples or proofs. Such differences do not entitle you to terminate the agreement or claim compensation.
Delivery period
I provide an expected delivery period based on the information available when the agreement is formed. I will make every effort to meet this schedule, but an agreed delivery date is not a strict deadline.
The duration of the assignment may be affected by, among other things, the timeliness, accuracy and completeness of the information and materials you provide, any changes to the assignment and the extent to which you cooperate in performing the agreement. If such circumstances cause delay, I will inform you as soon as possible.
Delay in delivery
A delay in meeting a delivery period does not entitle you to compensation, termination of the agreement or any other claim against me, unless the delay is the result of intent or deliberate recklessness on my part. I will inform you as soon as possible if the schedule changes or if I expect delivery to be delayed.
Full or partial cancellation of the agreement
Because the services provided by Hay & Moon largely consist of tailored work and personal guidance, I reserve time and capacity specifically for your assignment.
If you cancel an agreement after accepting the quotation, you are required to pay the costs of the work performed up to that point. In addition, you must pay a cancellation fee of 30% of the agreed fee as compensation for reserved time, preparatory work and lost income. Any amounts already paid will be set off against these amounts and will not be refunded.
If the assignment has already been largely or fully performed at the time of cancellation, the full agreed fee will be payable.
Online courses, digital products and other digital content made available immediately after purchase cannot be cancelled or refunded, unless mandatory law provides otherwise.
Please note: Special Terms and Conditions apply to each specific service.
Right of withdrawal
When you, as a consumer, enter into a distance contract, you generally have the statutory right to withdraw from the agreement within 14 days without giving a reason.
For services performed entirely at your request and according to your personal specifications, such as legacy letters, life stories and other tailored programmes, there is no right of withdrawal once performance has begun with your prior express consent, to the extent permitted by law.
For digital products and online courses made available immediately after purchase, the right of withdrawal expires once you have expressly consented in advance to immediate delivery and acknowledged that you waive your right of withdrawal, to the extent permitted by law.
The statutory right of withdrawal applies to non-personalised products unless an exception applies under the law. Any additional terms will be clearly stated on the website and, where applicable, in the Special Terms and Conditions.
Duration and termination of the agreement
An agreement is entered into for the period required to provide the agreed services or products, unless otherwise agreed in writing. The agreement ends automatically when the assignment has been completed or in the manner agreed for the relevant service, product or subscription.
I have the right to suspend performance of the agreement temporarily or terminate the agreement in full or in part if you fail to meet your obligations under the agreement and do not remedy the failure after a reasonable request to do so. This includes failing to provide, or failing to provide in time, the information or cooperation required to perform the assignment.
I may also terminate the agreement with immediate effect if I cannot reasonably be expected to continue it, for example in the event of fraud, deception, criminal conduct or other unlawful conduct.
Upon termination of the agreement, payment obligations for work already performed, costs incurred and any cancellation fees due will remain in full force.
Termination of the agreement does not give rise to a right to compensation unless there has been intent or deliberate recklessness on my part.
Please note that a different notice period may apply to an additional service under the Special Terms and Conditions.
Fees and payment
All fees and prices of Hay & Moon are stated in euros. Prices for private customers include VAT unless otherwise provided by law. Prices for business customers and organisations may be stated exclusive of VAT. If so, this will be clearly indicated.
For sales to customers outside the Netherlands, the VAT treatment may depend on the customer’s country, the type of customer, the type of service or product and the applicable VAT rules. Any VAT, reverse-charge treatment or application of a special VAT scheme will be stated where necessary in the quotation, invoice or checkout process.
The fee for my services will be agreed with you in advance and may consist of a fixed price, an hourly rate or another agreed fee.
Obvious errors, mistakes or typographical errors in a quotation, price indication, invoice or on the website are not binding on me.
I may request a full or partial deposit for an assignment. The amount of the deposit will be agreed with you in advance. I will begin work after the agreed deposit has been received.
If additional work outside the original assignment is agreed during performance of the agreement, it will be regarded as additional work and invoiced separately, unless otherwise agreed in writing.
If a payment is not made, I have the right to suspend my work until the payment obligation has been met.
I reserve the right to change my fees. A change in fees does not affect an assignment already agreed, unless it concerns an ongoing agreement or subscription. In that case, I will inform you of the changed fees at least one (1) month before they take effect.
An inflation adjustment or price change resulting from amended laws or regulations or demonstrably increased costs does not entitle you to terminate the agreement.
Travel, accommodation, shipping or production costs are not included unless expressly agreed otherwise. If applicable, these costs will be discussed with you in advance or stated separately on the invoice.
For subscriptions or other ongoing services, the fees, payment dates and any price changes stated in the agreement or in the Special Terms and Conditions applicable to that service will apply.
Invoices will be sent digitally to the email address you provide, unless otherwise agreed in writing.
Payment must be made within 14 (fourteen) days of the invoice date by bank transfer or another payment method stated on the invoice or during the checkout process, unless otherwise agreed in writing.
If you do not pay on time, you will first receive a payment reminder giving you 14 days to meet your payment obligation. If payment is still not made, you will be in default. From that time, I am entitled to charge statutory interest and extrajudicial collection costs in accordance with the Dutch Extrajudicial Collection Costs Standards Act (Wet normering buitengerechtelijke incassokosten). Any judicial and extrajudicial costs reasonably necessary to collect the debt will also be borne by you.
Transfer of ownership
All products and files supplied remain the property of Hay & Moon until all amounts due have been paid in full.
Intellectual property
All intellectual property rights in the working methods, formats, workbooks, courses, questionnaires, designs, texts, illustrations, digital files and other materials developed by Hay & Moon remain vested in Hay & Moon, unless otherwise agreed in writing.
The personal stories, memories, letters, photographs and other materials you provide remain your property or the property of the relevant rights holder.
The final tailored result created for you, such as a legacy letter, life story or other personal document, is intended solely for personal use by you and the people you designate.
Right of use
After full payment, you have the right to use and retain the tailored result created by Hay & Moon for personal purposes, to share it with family members or other people you designate and, where applicable, to have it printed or reproduced for your own use.
You may not copy, publish, use commercially, resell or make available to third parties, in whole or in part, any workbooks, courses, formats, questionnaires, texts, designs, digital files or other materials developed by Hay & Moon without my prior written consent.
You may not commercially exploit, publicly publish, sell or issue the tailored result under your own name without the prior written consent of Hay & Moon.
Hay & Moon will not use clients’ personal stories, memories, letters, photographs, quotations, texts or final products for its portfolio, website, social media, publications or promotional purposes without the prior written consent of the client and, where necessary, the third parties concerned.
If different arrangements are made for a specific assignment concerning the transfer of rights, publication, commercial use or additional rights of use, those arrangements will be recorded in writing. Additional fees or licence fees may apply to different or additional rights of use.
Hay & Moon reserves the right to take action against unauthorised use, copying, distribution, adaptation, publication or commercial use of its materials, working methods or tailored results.
Materials supplied by you
You confirm that you are entitled to use the photographs, texts, documents and other materials you provide to Hay & Moon. Any third-party claims arising from the use of those materials will be your responsibility.
Liability
I perform every assignment with care, attention and to the best of my knowledge and professional skill.
I am liable only for direct damage that is the direct result of an attributable failure in performing the agreement, provided that you have informed me of the failure in writing in good time and have given me a reasonable period in which to remedy it.
I am not liable for indirect damage, including consequential loss, loss of profit, lost savings, reputational damage or other forms of indirect loss.
I am also not liable for damage arising because:
I relied on incorrect, incomplete or late information provided by you;
you or third parties engaged by you make changes to the work I delivered;
you approved texts, designs or proofs submitted to you for checking in advance;
carefully selected third parties engaged by me fail to perform their work properly.
If I use third parties, such as a printer or transcription service, I select them with the greatest possible care. I am not liable for failures by those third parties unless there has been intent or deliberate recklessness on my part.
If I am liable, my liability is limited to the amount paid out in the relevant case under my professional or business liability insurance. If no payment is made under that insurance, my liability is limited to the amount you paid for the relevant assignment.
The limitations of liability in this article do not apply in the event of intent or deliberate recklessness on my part.
You indemnify me against third-party claims arising from the use of information, photographs, documents or other materials provided by you, unless there has been intent or deliberate recklessness on my part.
Any claim for compensation becomes time-barred one (1) year after the agreement has ended.
Force majeure
I am not required to fulfil my obligations under the agreement if I am prevented from doing so by force majeure.
Force majeure means any circumstance beyond my reasonable control as a result of which I cannot reasonably be expected to perform the agreement. This includes illness, the death of a close relative, fire, theft, power or internet outages, failures in software or online services, cyber incidents, government measures, epidemics, pandemics, strikes and failures by carefully selected third parties on whom I depend to perform the agreement.
During a force majeure event, I may suspend performance of the agreement. I will inform you as soon as possible.
If the force majeure event lasts longer than 30 (thirty) days, or if it is clear that performance has become permanently impossible, both you and I have the right to terminate the agreement in full or in part in writing, without any obligation to compensate damage.
To the extent that I have already performed work or incurred costs before the force majeure event arose, I have the right to charge you for that work and those costs. They will be treated as having been performed or incurred separately and will remain payable.
Confidentiality and non-disclosure
Because of the personal nature of the services, Hay & Moon treats all stories, memories, conversations, documents, photographs and other information you share with me as strictly confidential. This information will not be shared with third parties or made public unless this is necessary to perform the agreement, you have expressly consented to it or I am legally required to do so.
You must also treat all confidential information you receive from Hay & Moon as confidential. This includes my working methods, methods, techniques, work processes, questionnaires, course materials, formats, advice and other materials that you may reasonably understand to be confidential. These may not be shared, published or made available to third parties without my prior written consent.
The duty of confidentiality also applies to any third parties I engage. If I use third parties to perform the agreement, I will ensure that they also treat the information they receive confidentially.
If I am required to disclose confidential information under a legal obligation or court order, I will limit disclosure to what is legally necessary. To the extent permitted by law, I will inform you in advance.
The duty of confidentiality remains in force after the agreement has ended.
Contractual penalty
If you breach the provisions concerning intellectual property or intentionally or seriously breach confidentiality, you will owe an immediately payable penalty of €1,000 for each breach, without any notice of default or court intervention being required, increased by €250 for each day the breach continues.
Hay & Moon retains the right to claim additional compensation or take other legal action if the actual damage suffered exceeds the penalty due.
Reviews and promotional use
After completion of the assignment, I may ask you to write a review of my services.
Hay & Moon will use reviews, results of the services, quotations, photographs or other personal information for promotional purposes only after you have given your prior express consent.
With your consent, I may publish a review on my website, social media channels or other Hay & Moon communications, including in an editorially adapted form that does not materially alter its content. Your name, business name and/or photograph will be included only with your prior consent.
You may withdraw your consent to future use at any time. I will then remove the relevant review, photograph or other personal information from my own communications within a reasonable period, to the extent reasonably possible.
Communication
I may assume that communication by email or other agreed digital means of communication takes place reliably.
You are responsible for providing a correct email address and checking your spam or junk-mail folder.
Hay & Moon is not liable for delays, errors or failure to receive messages resulting from failures or circumstances beyond its control.
Complaints
Do you have a complaint about my services? I would like to hear from you. I believe it is important to work together to find an appropriate solution.
Complaints about performance of the agreement should be submitted in writing as soon as possible, preferably within fourteen (14) days after you discover the complaint, by emailing saskia@hayandmoon.nl, so that I can investigate it carefully and respond.
A complaint does not entitle you to postpone payment and does not release you from your payment obligation.
The parties will first make every effort to resolve a complaint by mutual consultation. If performance of the agreement has become permanently impossible or a remedy proves impossible, you must first give me written notice of default and a reasonable period in which to remedy the failure before any claim relating to liability can be made.
Your privacy
I process your personal data only to the extent necessary to perform the agreement and in accordance with applicable privacy legislation, including the General Data Protection Regulation (GDPR).
How I handle your personal data, which data I process and which rights you have are explained in the Hay & Moon Privacy Policy. The most recent version is available on my website.
Governing law
All agreements, offers and other legal relationships involving Hay & Moon are governed exclusively by Dutch law.
The parties will make every effort to resolve any disputes first by mutual consultation. If this does not lead to a solution, the parties will attempt to resolve the dispute through mediation before submitting it to the competent court.
A dispute is deemed to exist as soon as one party has notified the other party of it in writing.
If mediation does not lead to a solution, the dispute will be submitted to the competent court in the judicial district where Hay & Moon is established, unless mandatory statutory provisions require otherwise.This document is an English translation of the original Dutch-language version and is provided solely for convenience. If the Dutch and English versions differ or are interpreted differently, the Dutch version prevails and is legally binding. This does not limit any mandatory rights a consumer may have under applicable law.
Special Terms and Conditions: Online courses
These Special Terms and Conditions apply to all online courses, digital learning environments and digital products offered by Hay & Moon. To the extent that they depart from the General Terms and Conditions, these Special Terms and Conditions take precedence.
Registration and agreement
Registration takes place through the website or in another manner specified by Hay & Moon. The agreement is formed once the registration has been confirmed and, where applicable, payment has been received.
Access
After payment has been received, you will be given access to the online course or digital learning environment. Unless otherwise stated, access is personal and non-transferable.
You are responsible for keeping your login details confidential. You may not share them with third parties or make the course or digital learning environment available to third parties in any other way.
Hay & Moon reserves the right to suspend access to the online course or digital learning environment temporarily or terminate it permanently in the event of misuse, fraud or unauthorised sharing of login details.
Payment
Payment must be made in advance using the payment method offered during the checkout process, unless otherwise agreed in writing.
Right of withdrawal
For digital courses made available immediately after purchase, the statutory right of withdrawal expires once you have expressly consented in advance to immediate delivery and acknowledged that you waive your right of withdrawal, to the extent permitted by law.
Availability
Hay & Moon will make every effort to keep the online learning environment available. Temporary outages, maintenance or technical problems do not entitle you to compensation or a refund.
Hay & Moon reserves the right to update, amend or supplement course materials where this benefits the quality of the course.
Intellectual property
All course materials, videos, workbooks, assignments and other content remain the property of Hay & Moon.
They may not be copied, distributed, sold, published or otherwise made available to third parties, in whole or in part, without prior written consent.
Subscriptions
If Hay & Moon offers services or products on a subscription basis, the duration, notice period, fees and any price changes stated in the agreement, the Special Terms and Conditions or on the website will apply.
Results
Hay & Moon performs the services to the best of its knowledge and professional skill. Participation in a course does not guarantee any particular result. The result achieved also depends on your own effort, participation and use of the information provided.
Special Terms and Conditions: Workshops
These Special Terms and Conditions apply to all workshops offered by Hay & Moon. To the extent that they depart from the General Terms and Conditions, these Special Terms and Conditions take precedence.
Registration and payment
Registration for a workshop takes place through the website or in another manner specified by Hay & Moon. Your registration is final once payment has been received, unless otherwise agreed in writing. If the number of places is limited, participation is allocated in order of registration and receipt of payment.
Participation
Participation in a workshop is personal unless Hay & Moon has given prior written consent to a transfer.
Participation in a workshop does not entitle you to individual guidance or aftercare unless this is expressly included as part of the workshop.
Cancellation by the participant
Participation may be cancelled up to fourteen (14) days before the workshop begins. If you cancel after that period, withdraw during the workshop or do not attend, you are not entitled to a refund of the participation fee.
If you are unable to attend, another person may attend in your place after prior consultation with and approval by Hay & Moon.
Cancellation or rescheduling by Hay & Moon
Hay & Moon reserves the right to cancel or reschedule a workshop where there is a valid reason, for example insufficient participants, illness, force majeure or other unforeseen circumstances.
If a workshop is cancelled by Hay & Moon, you may choose:
to attend on a new date; or
to receive a refund of the participation fee already paid.
Hay & Moon is not liable for any travel, accommodation or other costs connected with the cancellation or rescheduling of a workshop.
Changes
Hay & Moon reserves the right to change the location, programme or schedule of a workshop where necessary for its proper delivery. Any changes will be communicated to participants as soon as possible. If the workshop takes place at a different location, that location will be within a reasonable distance of the original location unless force majeure or other exceptional circumstances make this impossible.
Materials
All materials, workbooks, presentations and other content provided during the workshop remain the property of Hay & Moon and are intended solely for personal use. They may not be copied, distributed or published without prior written consent.
Liability
Participation in a workshop is at your own responsibility. Hay & Moon is not liable for damage, loss or injury unless there has been intent or deliberate recklessness.
Personal nature of the workshop
Personal experiences and stories may be shared during workshops. All participants are expected to treat what others share with care and respect. Confidential information shared by other participants may not be disclosed to third parties without their consent.
Photographs and recordings
Photographs, videos or audio recordings will be made during workshops only if participants have given their prior consent. Hay & Moon will use visual material for promotional purposes only with the express consent of identifiable participants.
Special Terms & Conditions: One-to-one programmes
These Special Terms and Conditions apply to all personal programmes offered by Hay & Moon, including Legacy Letter programmes, Life Story programmes and other tailored assignments. To the extent that they depart from the General Terms and Conditions, these Special Terms and Conditions take precedence.
Intake and scheduling
After the agreement is entered into, we will schedule the conversations and further work in consultation. The schedule also depends on the client providing information and materials in good time.
An existing appointment may be rescheduled free of charge up to 24 hours before the appointment. After that time, Hay & Moon reserves the right to charge for the time reserved, unless there is a force majeure event.
Client cooperation
For the programme to proceed carefully, it is important that you provide the necessary information, documents, photographs and other materials in good time. If this information is not provided, or is not provided in time, this may affect the schedule and delivery of the assignment.
Interviews and audio recordings
With your consent, conversations may be recorded to support the writing process. Audio recordings may be converted into a transcript using a carefully selected transcription service. These recordings and transcripts will be used solely to provide the agreed services and will be treated confidentially.
Audio recordings and transcripts will not be retained longer than necessary to perform the agreement, unless the parties agree otherwise in writing.
Correction rounds
Unless otherwise agreed in writing, a maximum of two correction rounds are included. Corrections relate to factual inaccuracies, clarifications and limited textual adjustments.
Changes that fall outside the agreed correction rounds or result in a substantial revision of the content will be regarded as additional work and may be charged separately.
Delivery
I aim to deliver the final result within the agreed period. Delivery periods are indicative, however, and may be affected by the timely provision of information, the scope of corrections or other circumstances.
After delivery, you will have the opportunity to review the document carefully and send me any corrections within 14 days.
Printed materials
If printed materials form part of the agreement, minor differences in colour, paper or material may occur between digital examples and the final printed materials. Such differences do not entitle you to terminate the agreement or claim compensation.
Creative collaboration
The final result is created in close collaboration between you and Hay & Moon. I make every effort to express your story as carefully and authentically as possible. Because memories, emotions and personal taste are subjective, differences in style, experience or interpretation do not in themselves constitute grounds for terminating the agreement, obtaining a refund or claiming compensation.
Confidentiality
Because of the personal nature of the services, I treat all conversations, memories, documents, photographs and other information you share with me as strictly confidential. The Confidentiality section of the General Terms and Conditions also applies.
Author review
Before delivery, you will receive a draft version for review. You are responsible for checking names, dates, facts and other personal details. Once you have approved it, the document is considered final. After your approval, I am not liable for factual inaccuracies discovered later that could reasonably have been identified during the review.
Special Terms and Conditions: Subscriptions
These Special Terms and Conditions apply to all subscriptions offered by Hay & Moon. To the extent that they depart from the General Terms and Conditions, these Special Terms and Conditions take precedence.
Formation
A subscription is formed once the agreement has been entered into and the first payment has been received, unless otherwise agreed in writing.
Duration and cancellation
A subscription is entered into for the minimum period stated in the agreement or on the website. Unless otherwise agreed, this minimum period is six (6) months. Subscription fees are invoiced monthly in advance.
After the minimum period, the subscription will automatically continue for an indefinite period unless it is cancelled in writing in good time, subject to a notice period of one (1) month.
If the subscription is terminated during the minimum period, there is no right to a refund of subscription fees already paid. Payment obligations for the agreed minimum subscription period remain in full force.
Use of the subscription
A subscription is intended solely for the agreed use. If a subscription is taken out by an organisation, such as a hospice or healthcare institution, it applies solely to the employees, volunteers or other people working within that organisation. Access or use may not be made available or transferred, in whole or in part, to third parties without the prior written consent of Hay & Moon.
Access
If the subscription provides access to an online learning environment or digital content, the login details supplied are personal or, in the case of an organisational subscription, intended solely for the agreed users.
Access to the subscription may be suspended if payment is not made.
Hay & Moon reserves the right to suspend or terminate access if misuse is identified or if these terms and conditions are breached.
Changes
Hay & Moon reserves the right to change the content of a subscription where necessary for the quality, currency or continuity of the services. Changes that materially alter the core of the subscription will be communicated to the subscriber in good time.
Fees
Hay & Moon reserves the right to change subscription fees. Fee changes will be announced at least one (1) month before taking effect and apply only to a new subscription period, unless laws or regulations provide otherwise.
Termination by Hay & Moon
Hay & Moon has the right to terminate a subscription with immediate effect or suspend access temporarily if the subscriber acts contrary to the agreement, the General Terms and Conditions or these Special Terms and Conditions, or fails to meet payment obligations.
Special Terms and Conditions: Online Shop
These Special Terms and Conditions apply to all orders placed through the Hay & Moon online shop. To the extent that they depart from the General Terms and Conditions, these Special Terms and Conditions take precedence.
Orders
An agreement is formed once you have placed an order and Hay & Moon has confirmed it. Hay & Moon reserves the right to refuse an order or request additional information before the agreement is formed.
Payment
Payment is made using the payment methods offered during the checkout process, unless otherwise agreed in writing. The order will be processed after payment has been received.
Delivery time
I aim to process and dispatch orders within the stated delivery time. Stated delivery times are indicative and do not entitle you to compensation or termination of the agreement.
If delivery is delayed, I will inform you as soon as possible.
Shipping
Orders will be shipped to the delivery address you provide. You are responsible for providing a correct and complete delivery address.
Right of withdrawal
Consumers purchasing through the online shop have a statutory right of withdrawal of fourteen (14) days unless an exception applies under the law.
If you wish to exercise the right of withdrawal, you must notify Hay & Moon within the statutory period. After notifying Hay & Moon of the withdrawal, you have a further fourteen (14) days to return the product.
After the returned product has been received and inspected, the purchase price, including the original standard delivery costs, will be refunded within fourteen (14) days using the same payment method used for the purchase, unless otherwise agreed.
The consumer bears the cost of returning the product unless otherwise provided by law.
The statutory model withdrawal form is available through the Hay & Moon website.
For the full returns procedure and any exceptions to the right of withdrawal, please see the returns and withdrawal policy on the Hay & Moon website.
Damaged or incorrectly supplied product
Please check your order as soon as possible after receipt. If a product arrives damaged or you receive an incorrect product, contact me at saskia@hayandmoon.nl within seven (7) days of receipt so that we can find an appropriate solution together.
Colours and materials
I make every effort to represent colours, materials and products as accurately as possible. Minor differences in colour, paper, finish or material compared with images on the website do not constitute grounds for terminating the agreement or claiming compensation.