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Factor 75 Terms and Conditions

Legal disclaimer : The English translation provided herein is for informational purposes only. In the event of any conflict or inconsistency between the English translation and the original text in its source language, the original language version shall govern and take precedence.

GENERAL CONDITIONS OF Factor 75 B.V.

1. Who are we?

(1) Factor 75 B.V. has its registered office at Spaklerweg 50-52, 1114 AE, Amsterdam-Duivendrecht, the Netherlands (Chamber of Commerce number: 88275043, VAT identification number: NL864561994B01) and is hereinafter referred to as "Factor 75" or "we".

(2) Factor 75 sells and delivers weekly boxes, containing ready-to-heat meals, on a flexible subscription basis, for an indefinite period of time. In addition you can order various (complementary) Products such as juices, each week with your subscription.

(3) Factor 75 may also offer gift cards, unique meal boxes (such as the trial box) as well as vouchers and discount codes.

(4) Boxes are based on a subscription basis, additional Products and/or gift certificates, vouchers and discount codes will hereinafter also be referred to as the "Products" or "Contracts".

2. Applicability

(1) All agreements (including subscriptions and separate orders) that Factor 75 concludes with customers shall be subject to these general terms and conditions. The customer is hereinafter referred to as the "Customer" or "you".

(2) We reserve the right to change these terms and conditions. We will notify you of any proposed changes at least seven (7) days in advance. If you object to the amended terms and conditions, you may terminate your agreement via your account or via one of the contact options found on our website (https://www.factormeals.nl/contact), taking into account the deadline for amendments, suspensions, terminations, available on our Frequently Asked Questions or via your account (hereinafter referred to as the "deadline for changes"). However, if you do not terminate the agreement (within the applicable time period) and you continue to use our Products from the announced effective date of the amended terms and conditions, the amended terms and conditions shall apply to your agreement from that time.

3. The offer

(1) The Products or services offered, including the prices indicated, are considered a non-binding offer that you can accept.

(2) Our offer includes as complete and accurate a description of the Products or services offered as possible. However, Factor 75 cannot be held responsible for any apparent mistakes in the descriptions of the Products and services offered.

(3) Our offer is aimed at final consumers residing in The Netherlands or Flanders. The Products ordered such as our meal boxes, add-ons, gift cards or other services are expressly not intended for resale. Therefore, only orders of the size of a household are accepted.

4. Formation of agreement

(1) To place an order, you must create an account so that we can manage your order and your preferences. This will also allow you to place future orders more quickly and easily. Your account allows you to specify your meal preferences. If you do not select your meals or change your preferences within the deadline for changes, your meals will be selected automatically. Your account also allows you to add different Products and/or additional (fresh) Products to your order for an additional fee.

(2) After creating an account, you can fill in and confirm the online order form provided by Factor 75 as part of the ordering process. By completing the online order form, you submit an offer to Factor 75, the receipt of which is immediately confirmed electronically. However, this order confirmation does not automatically constitute the agreement to the offer and no contract is concluded directly.

(3) Factor 75 reserves the right to refuse the offer until the deadline for changes without having to give reasons. The right to the delivery of the meal boxes and other services ordered applies after the expiry of the deadline for changes and after acceptance by Factor 75. In any case, Factor 75 can refuse an offer in case of a situation as described in articles 3.3 and 13.2 of these general terms and conditions.

(4) The contract may be concluded for an indefinite period (subscription) or for a definite period (trial box and/or additional Products).

(5) You certify that you have the legal capacity to create a Factor 75 account and place an order (you must be eighteen (18) years of age or older). Factor 75 does not sell or provide Products to persons under the age of eighteen (18).

(6) Factor 75 likes to surprise you from time to time with extra Products, such as a sample or offers from third parties. However, you cannot derive any right to receive Product offers and/or promotions through our communication channels and/or social networks.

5. Your obligations

(1) All information you provide to Factor 75 at any time, for example during the ordering process, must be current and truthful. Your password is strictly personal and may not be disclosed to any third party. You are required to keep the password safe, to protect it from unauthorized persons and to inform us in writing of any loss or transmission. You are solely responsible for any misuse of your password, such as unauthorized orders placed by third parties and any resulting charges. Factor 75 cannot be held liable for any damages resulting from the loss or unintentional transmission of your password.

(2) You are obliged to carefully read and observe the Product labels, Product and user instructions. Factor 75 is not liable for any damage caused by not following Product labels, Product and operating instructions and warnings, and you indemnify Factor 75 against any claim of third parties.

(3) You acknowledge that you have read the delivery instructions provided in article 6 and that you will take any necessary measures to comply with these instructions.

(4) Returned boxes due to non-compliance with the delivery instructions will not be refunded.

6. Delivery

(1) The delivery slots indicated in the customer account on the website, in the application and in the confirmation e-mail are given as an indication. The day and/or delivery slot you have chosen may be changed due to unforeseen circumstances, force majeure or public holidays.

(2) In some cases, Factor 75 may have to charge you additional fees for a delivery during a specific time slot. These will always be communicated to you in advance when you choose your delivery time.

(3) The day before the delivery, you will receive a push notification and an email indicating a more precise delivery time during the slot of your choice. We reserve the right to deliver your Products within thirty (30) minutes of the scheduled time. Unfortunately, we are not able to guarantee delivery times and are not liable for late deliveries.

(4) We reserve the right to deliver to the customer only after payment of 50% of the total amount of the order. Where advance payment has been stipulated, you may not assert any rights regarding the execution of the respective order before the stipulated advance payment has been made.

(5) We deliver everywhere in The Netherlands, except for the Waddeneilanden, and in Flanders. If the contract is for a gift certificate, voucher or discount code, this will be sent by email.

You might be able to request a redelivery within the same day or the day after, but this will always depend on the delivery resources availability.

(6) We will deliver to the address you have indicated in your customer account on our website. Changes of address are effective if they are communicated before the deadline for changes.

(7) You are obliged to ensure that the Products can be delivered by hand to the delivery address and within the indicated time period. If delivery is not possible, you are in default of acceptance: any costs and damages are to be borne by you.

(8) If in-person delivery of the Products is not possible, the contract can be fulfilled by either:

  • presenting the Products to neighbors or by putting them in front of your house

  • presenting the Product to an alternative address that you would have communicated beforehand in your account or via Customer Care. You can indicate this possibility via your customer account, in the delivery notes.

    This alternative delivery address should be located within the same postal code or not farther than a 5-minute drive from the original delivery address.

These methods of delivery are entirely at your own risk. Factor 75 cannot be held responsible for any damage or disappearance of the Products. The delivery notes are not binding and Factor 75 can deviate from them, e.g. due to (extreme) weather conditions that no longer guarantee the quality of the Products or in other cases of force majeure (see article 11 §5).

7. Prices and shipping costs

(1) Unless otherwise indicated, prices include VAT and shipping costs in The Netherlands or in Flanders.

(2) Specific or additional Products such as add-ons are subject to a surcharge. Additional Products are listed and charged when you store your chosen Product.

(3) The claims of Factor 75 are due immediately.

(4) Payment can only be made via the agreed options indicated at the time of ordering. You are obliged to make the payment within the specified period.

(5) Factor 75 is entitled to change its prices at any time, provided that we inform you at least fourteen (14) days in advance. If you object to the price change, you may terminate the contract, for example through the contact page on our website [https://www.factormeals.nl/contact] within the deadline for changes. However, if you do not terminate the contract and continue to use our Products or services from the announced effective date of the modified prices, the modified prices shall apply to the contract from that time.

(6) If you wish to receive weekly boxes on a subscription basis again after cancellation, you will pay the then current (new) prices.

8. Payment

(1) Orders will be charged via the payment method you specify.

(2) It is your responsibility to ensure that your payment method details are valid and up to date. We accept the following payment methods:

  • Visa, Mastercard, Discover, American Express, SEPA, Klarna, iDeal, PayPal

(3) Only the first delivery can be paid via iDeal. If you choose payment via iDeal in the ordering process, the amount of the first meal box will be directly debited from your account. In addition, you authorize Adyen B.V. and Braintree (acting for Factor 75) to send continuous SEPA direct debit orders to your bank to debit your account.

(4) If you choose to pay by PayPal or credit card during the checkout process, the amount will be charged to your PayPal account or credit card on a regular basis.

(5) It is your responsibility to ensure that your bank account has sufficient funds at the time of payment.

(6) If you do not agree with a SEPA direct debit as referred to in Article 8§3 or with a payment by PayPal or credit card as referred to in Article 8§4, you may dispute it under the conditions agreed between you and your bank. To do so, please contact your bank within eight (8) weeks of the debit and ask them about their conditions.

(7) Defaults in payment may be due to insufficient funds, incorrect or outdated payment information, or transactional disputes. In the event that we are unable to debit your payment method, your Product may still be delivered and the sale shall be deemed to have been completed.

(8) In such cases, Factor 75 will retry the payment. We reserve the right to reattempt payment on your chosen payment method to collect any outstanding amount. If payment by your primary payment method is rejected, we will then automatically call for payment by any secondary payment method you have indicated in your customer account. If such attempts are unsuccessful, we reserve the right to collect the amounts due by other means, either directly or through a third party. We reserve the right to suspend or cancel future orders if payments are not made. If you fail to pay amounts due on time, a late payment penalty of five (5) euros per reminder will be applied. The management and follow-up of overdue payments may be transferred to a collection agency. Any delay in payment will also incur interest at the prevailing legal rate.

(9) Factor 75 is entitled to suspend the execution of the agreement, e.g. the delivery of boxes, as long as the customer has not (fully) met their payment obligations.

9. Suspension and cancellation

(1) Factor 75 will order the Products for the purposes of your agreement from you on a weekly basis prior to delivery. In all cases, when pausing and canceling, to avoid the order (and therefore delivery and a payment obligation) of the next meal box and any additional (fresh) Products, you must pause or cancel the agreement before the deadline for changes.

If you suspend or cancel the contract before the deadline for changes has passed, you will not receive any Product the following week. The deadline for changes also applies to any other changes to the contract, such as the address or delivery date.

Suspend/Pause

(2) You can pause an agreement at any time. This means that during a certain week you let delivery of your Products break down. Delivery will resume the following week, unless you pause again. You must give notice of the suspension of your agreement through your account before the deadline for changes.

Termination/Cancellation

(3) If you have entered into a subscription that extends to the weekly delivery of the meal box, this constitutes an agreement for an indefinite period of time. You can cancel an open-ended contract at any time. The notice about the termination of your agreement must be given via your account before the deadline for changes. The cancellation of the agreement will then become effective.

(4) If you order another (additional) (fresh) Product with your meal box or a one-time meal box, this constitutes a fixed-term agreement. An agreement entered into for a definite period is not automatically renewed but ends automatically.

If you have ordered a one-time (additional) (fresh) Product or a one-time meal box, but you do not want to receive it anymore, you need to pass on the notice of cancellation of your order through your account before the deadline for changes. The cancellation of the fixed-term agreement will then become final.

(5) You can cancel the agreement in the same way it was entered into; in addition, you can always cancel via one of our contact options on our website [https://www.factormeals.nl/contact] or via your online account. Due to technical reasons, you can only cancel the first meal box you receive through customer service [https://www.factormeals.nl/contact]

10. Coupons, discount codes, gift certificates, Factor Customer Credit System

10.1 Vouchers, Discount Codes, Gift Cards

(1) Factor 75 may offer gift certificates, coupon codes and other types of vouchers that must be activated via email in order for customers to receive Factor 75 Products. Vouchers are no longer valid once they have been used.

(2) Unless expressly stated otherwise, such as a discount for returning customers, discount codes and any other types of vouchers apply only to new Factor 75 subscriptions. Discounts can only be applied once per household. Only one account per household is allowed.

(3) Factor 75 is free to determine whether a person is eligible for a free (meals) box or a discount and may limit the conditions or duration to prevent abuse. We perform household checks to prevent abuse of free (meals) boxes or discounts. We may determine whether you are eligible for a free (meals) box or discount based on the data used for a current or recent contract, including your name, phone number, shipping address, email address and payment method.

(4) Unless otherwise expressly stated, certain Products or services may be excluded from the discount, including, but not limited to, Products subject to a surcharge and unique additional Products.

(5) Unless otherwise expressly stated, discount codes and vouchers can only be used once on the Factor 75 website. Discount codes and vouchers cannot be combined with other offers or exchanged for cash. Also, please note that some discount codes are only valid on a specific type of Product.

(6) Any attempted fraud or other unauthorized acts will be recorded and will result in the denial of the offered trial period or discount codes. Factor 75 has the right to revoke or invalidate discount codes and vouchers as it deems necessary for any reason.

(7) Promotional Offers are valid for the period stated in the conditions provided at the time they are issued. Upon expiration of this period, the offer shall be considered expired and non-refundable.

10.2 Factor Customer Credit System

(1) Factor 75 provides you with the Factor customer credit system ("Factor Credits"). This system will be credited in the following cases: (i) Promotional Offers granted in the form of a credit to be used (for example, but not limited to: vouchers, gift cards or goodwill credits); (ii) Compensation for contractual non-performance attributable to Factor 75 (for example: error or failure to deliver, order error, or any other proven breach) (altogether “Credits”).

(2) Credits available on your Factor Credits account will be automatically applied to cover any eligible future order. The available balance on Factor Credits is cumulative with other ongoing promotional offers or discounts and may be used to pay for the entire future order (including additional products, possible delivery fees and surcharges). If the available amount is insufficient to cover the full amount of the next eligible order, Factor 75 may debit the remaining balance from any payment method registered in your customer account. If the amount available on Factor Credits is not fully used after payment of an eligible order, the remaining balance will stay in your Factor Credits account.

(3) Amounts credited to Factor Credits are exclusively usable on the Factor website or app linked to your customer account. They cannot be transferred to another Factor account or assigned to third parties. Furthermore, these amounts are not valid on the websites or apps of other entities within the HelloFresh group, unless expressly stated otherwise.

(4) Factor 75 reserves the right to debit the available balance on Factor Credits to settle any undisputed debt, whether predating or subsequent to the crediting of the Factor Credits account, before resorting to any other registered payment method. This debit is made without prejudice to any other rights or remedies Factor 75 may have.

(5) Factor 75 may also suspend or terminate your access to Factor Credits, particularly in case of your breach of these General Terms and Conditions. In particular, cCredits may be revoked in case of demonstrable fraud.

(6) Credits are valid for the period stated in the conditions provided at the time they are issued. If no specific duration is mentioned, cCredits remain valid in line with the statutory limitation period applicable under the relevant legislation. Upon expiration of this period, the offer shall be considered expired and non-refundable.

11. Liability of Factor 75

(1) Factor 75 is only liable for damage to property or personal injury suffered by the customer if such damage is the direct and exclusive consequence of the non-performance of an obligation of Factor 75 or if it was caused intentionally or as a result of deliberate recklessness on the part of Factor 75 or its employees, it being understood that only such damage can give rise to compensation, for which Factor 75 is insured or reasonably should have been insured.

(2) Factor 75's liability for indirect and consequential damages, loss of profit or revenue, loss of savings, etc. is excluded.

(3) Factor 75 shall not be liable for any damages resulting from the provision of incorrect information or the loss of your password and you waive any claim against Factor 75 in this regard.

(4) Factor 75 shall not be liable for any damages caused by your failure to follow instructions and warnings regarding the Products provided by Factor 75, and you waive any claim against Factor 75 in this regard.

(5) Factor 75 shall not be liable for damages resulting from force majeure, including, but not limited to, strikes, illness, fire, disruptions at Factor 75 or its suppliers, transportation problems, weather conditions, violence, riots and police or fire department intervention. Factor 75 is also not liable for damages resulting from force majeure of third parties that Factor 75 uses in the execution of the agreement. “Force majeure" means unforeseeable, irresistible and external circumstances that make the performance of a contract absolutely impossible.

(6) The liability provisions of the previous paragraphs also apply to the personal liability of the entities, employees and auxiliary staff of Factor 75. They can invoke it.

12. Protection of privacy

(1) We process your personal data in the context of order processing. To inform you about what happens to your personal data, we apply a privacy statement that is available on our website or via https://www.factormeals.nl/privacy-policy. Questions about the processing of your personal data by Factor 75 can be addressed to privacy@factormeals.nl.

(2) If you place an order, Factor 75 uses your email address to offer you similar Products and services via email. If you no longer wish to receive newsletters, you can unsubscribe or change your preferences at any time via the link at the bottom of the emails or our customer service. You can also unsubscribe via your customer account settings. You can find more information about e-mail marketing and the use of your personal data in our other marketing channels at https://www.factormeals.nl/privacy-policy.

13. Fraud

(1) We reserve the right to review all accounts for which we suspect improper or fraudulent activity.

(2) We reserve the right to block or terminate your order, subscription or account as a result of inappropriate or fraudulent activity.

14. Complaints management

(1) Quality is of paramount importance at Factor 75 and we make every effort to prevent complaints. Within Factor 75, we have a complaint policy that can be accessed on our website at https://www.factormeals.nl/tevredenheid/. We will provide a substantive response to all admissible complaints within five (5) business days.

Admissible complaints are those that contain sufficient information to identify you and instruct your complaint. We may contact you to get more information from you.

(2) If you are not satisfied with the way we have handled your complaint, you can request mediation through the Belgian Consumer Mediation Service. https://consumentenombudsdienst.be/nl

You can also report it via the European Commission's ODR platform. This is a platform set up by the EU for all consumers across Europe.

15. Intellectual Property

(1) Our application, website and services are protected by intellectual property rights. In particular, the rights to logos, software, text and images are owned by Factor 75, its group companies or the person who has granted us a license. Except for personal use, you may not publish, reproduce or modify any part of our application, website or services without our express permission.

16. Miscellaneous provisions

(1) All agreements concluded between Factor 75 and the customer, to which these general terms and conditions apply, are exclusively governed by Dutch or by Belgian law, depending on the country in which the customer is domiciled.

(2) Any dispute arising from an agreement between Factor 75 and you as a customer is subject to the exclusive jurisdiction of the courts of Amsterdam/Antwerp.

(3) If one of the provisions of these general terms and conditions or of the contract is or becomes invalid, the other provisions shall remain valid. In this case, the invalid provision shall be replaced by a new provision that corresponds as closely as possible to the old one in terms of content, scope or purpose.

17. Revocation

In accordance with Articles 6:230o and 6:230p of the Civil Code, you cannot use the fourteen (14) day right of withdrawal for Products that, due to their nature, cannot be returned or whose best-before date is rapidly expiring.

  • are likely to deteriorate or expire rapidly,
  • in the event you have unsealed the Products after delivery, they cannot therefore be returned for reasons of hygiene or health protection.

Factor 75 offers a flexible subscription for an indefinite period of time, please refer to article 9 for more information on how to terminate or pause your subscription. You can always reach out to our Customer Care service if you have any questions.

Factor 75B.V. -October 2025