Terms & Conditions – Belgium

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1. Object
2. Users
3. Utilities of Woonivers
4. Subscription to the service
5. User Identification
6. Access to the service
7. Operating with Woonivers
8. Return of purchased products and cancellation of VAT refund requests
9. User’s responsibility
10. Responsibility of Woonivers
11. Customer service
12. Intellectual and Industrial Property
13. Protection of personal data
14. Links
15. Modification of conditions
16. Notifications
17. Language
18. Legislation and applicable forum

1. Object

These Terms and Conditions (T & C) regulate the bases of the relationship that we want from Woonivers with the users of our mobile application and from our website whose ownership corresponds to WOONIVERS SPAIN, S.L., our parent company.

The services we offer through our application Woonivers consist of a platform of services for travellers (Users) and are intended to help Users in the management of the refund of Value Added Tax (VAT), simplifying the procedures that the They must perform and guide them throughout the process.

2. Users

In Woonivers we consider «Users» all those people, physical or legal, who access, browse, use or participate in the services and activities, free or expensive, contained and developed through our mobile application and / or our website www.woonivers. com.

As a User, when you access or use our services, you accept the conditions included in this document, committing yourself to read with special attention these T & C prior to the use of said services.

3. Utilities of Woonivers

The Woonivers application is designed to allow our Users:

• Manage the VAT refund more easily with total security
• Manage Electronic Refund Documents created completely online based on the photograph of an invoice.
• Track the status of your requests.
• Save time, avoiding queues and procedures.
• Recover VAT for all products, regardless of their price.
• Other services added (depending on the country).

4. Subscription and identification

To contract and access the services offered by Woonivers, it is necessary to be of legal age, comply with the legal requirements to request the refund of VAT, accept without reservation the present Conditions, prior reading, and commit to make a diligent use of the application and the website in accordance with the stipulations of these Conditions and the applicable legislation.

5. User Identification

In order to provide our services with the maximum guarantees and the greatest possible security, we need to verify your identity in advance. For these purposes, if you want to benefit from the advantages we can offer you, we need you to cooperate with us and with our external suppliers that help us verify your identity. This may include, among others, providing us with the information considered necessary to confirm your identity, that you are the owner of your telephone number or to ensure payment methods for VAT refunds.

To guarantee the safety of our Users, Woonivers reserves the right to close, suspend or limit access to the accounts of those Users whose identity could not be verified, or to any breach of the conditions contained in this document.

6. Access to the service

The services we offer are mainly provided through our Woonivers mobile application, without prejudice to the fact that in the future we can expand our offer to complementary or alternative media.

The use of our services therefore requires the User to download the Woonivers application, as well as the correct identification of the User in accordance with section 5 of this document.

The services we offer to our Users are available uninterrupted. However, all or some of our services may occasionally be limited or unavailable temporarily for technical reasons or any other kind, without this can generate any kind of responsibility.

As the User, you are responsible for the protection of access codes (passwords and personal information) related to your account, and are not authorized to share them with anyone. In case there is a security risk regarding these keys, you should change them immediately. Similarly, you can modify or replace your passwords at any time, by either using the tools our engineers have enabled or recovering your passwords through Email in case you forget them.

7. Operating Woonivers

The services offered from Woonivers are provided through our «Woonivers» mobile application, available for iOS (version 9.0 or subsequents versions) and Android (version 4.1 or subsequent versions). However, it is recommended that the User downloads the most recent version to ensure the correct functionality of the app.

The Woonivers application works to facilitate a simple and agile way for the User to carry out all necessary procedures in the VAT refund process regardless of the amount. This process is as mentioned in point 3 of this T&C.

The Woonivers application is designed so that starting with a photograph uploaded from an invoice or purchase ticket (in certain cases), and aligned with the current legal regulations in every country, the User will be able to access the legal documentation required by the competent Tax Agency Authorities required to be validated before departing the European Union to get the VAT refund.

Once the application has been downloaded and the registration has been validly carried out, the Woonivers application will guide you through the entire process from the scanning of invoices or purchase tickets through a photograph, to the validation of the legal VAT refund document issued by every country on its customs machines located in ports and airports, to the VAT refund.

If any other questions might arise about the usability of our application, our customer services will always be at your disposal to help you solve them and manage the VAT refund in the best possible way.

8. Return of purchased products and cancellation of VAT refund requests.

If a good is returned by the User, partially or completely, it is mandatory by law that a new invoice or ticket is requested by the User from the seller and it is immediately uploaded to the Woonivers app to replace or cancel the existing VAT refund order. If the initial VAT refund process is not canceled or modified, the User can be charged with fraud and even criminally prosecuted depending on the laws of the country. 

9. User’s responsibility

1) As a User, through access to our services, you agree to strictly comply with the provisions contained in this document, as well as any other applicable legal provision, and you are obliged to make proper use of the application and the website. In case of breach, we may require your liability both to us and to third parties, for any damages that may have been caused as a result of the breach.

2) Likewise, as a User, you expressly undertake to make an adequate use of the contents and services that at Woonivers we make available to you, in accordance with the provisions of the law, morals, public order and these conditions and, as a enunciative, but not limiting, not to use them to:

-Disseminate contents that are criminal, violent, pornographic, racist, xenophobic, offensive, that advocate terrorism, that attempt against human rights or, in general, contrary to law or public order.

-Intentionally introducing computer viruses into the network or carrying out actions that could alter, interrupt or generate errors or damage to the systems of Woonivers, or third parties linked to them.

-Attempt to access the email accounts of other users or restricted areas of the computer systems of Woonivers or third parties and, where appropriate, extract information.

-Infringe the rights of intellectual or industrial property, as well as disseminate, transmit or make available to third parties any type of information, element or content that supposes a violation of the secrecy of the communications and the legislation on protection of personal data.

-Impersonate the identity of another user, public administrations or a third party, using their registration keys to the different services and / or contents of the website.

-Reproduce, copy, distribute, make available or otherwise publicly communicate, transform or modify the contents, unless you have the authorization of the owner of the corresponding exploitation rights or it is legally permitted.

-Collect data for advertising purposes and send advertising of any kind and communications for sale or other commercial purposes without requiring prior consent or consent.

-As a User, you acknowledge that for legal purposes Woonivers might ask you to upload a picture of the purchased good(s) subject to tax-free refund after you have left the EU before you claim your refund.

Any breach of the clauses contained in this website and in general of the current legislation in Spain, will be communicated immediately by Woonivers to the relevant authorities.

3) As a User, you assume responsibility at all times for the authenticity of the data provided and the information contained in your account, and you agree not to provide false, fraudulent or illegal information or documentation. You are solely responsible for any false or inaccurate statements made and the damages that you may cause Woonivers or third parties for the information you provide.

4) As a User you must keep updated the information provided to Woonivers for the use of the application and the processing of VAT refunds, especially in relation with the invoices uploaded to the application, its validity and accuracy. If at any time we consider that the User’s information may be outdated or inaccurate, we will contact you with the purpose of requesting additional information or even re-executing the verification process.

5) In case of breach by you of the obligations and responsibilities contained in these T & C, or in case of violation of the current legislation, we reserve the right to block access and use of the service. To unlock it you must use the tools enabled for that purpose or, in special cases, contact Woonivers through the email: info@woonivers.com

6) As a User, you waive the right to claim the VAT refund in cash and acknowledge to receive it through any means available to you by the Woonivers application.

10. Responsibility of Woonivers

1) At Woonivers we are committed to doing everything possible to provide our Users with the best possible experience, work to improve our services and correct possible technical or other failures that may arise.

2) We can not, however, take responsibility for the breach of these general conditions in the event that it is due to causes beyond our control, whether technical, security or otherwise. Therefore, as a User, you accept that you will not be able to claim any losses, damages or sanctions that you may suffer when they are not due to our responsibility.

3) Furthermore, at Woonivers we are not responsible for the contents that may be contributed by Users or by third parties through the mobile application, our website or the tools or functions that may be available in them. However, we promise to act every time you inform us of possible links or contents contrary to the Law.

4) At Woonivers we offer you a mobile application and a web page to help you in the management of VAT reimbursement, but we are not financial, investment, insurance or tax advisors. The information and comments that we present in the application and on the website are merely informative, so we cannot be held responsible for the interpretation or use that Users may make of them.

5) As each country has its own legislation, in Woonivers we are permanently adapting our application to new countries. However, if you decide to use our application or our website for the management of the VAT refund in countries for which our services are not available, we cannot guarantee its operation or compliance with the local legislation applicable in each case.

6) Finally, Woonivers cannot be held responsible for any damages or losses that may arise from a denial of service attack, virus or any other program or technologically harmful material that may affect the devices of our users.

11. Customer service

From Woonivers we appreciate that you send us your suggestions, your observations and your complaints, since with this you help us to improve the services that we offer you.

Likewise, at Woonivers we are aware that in some cases the procedures for the VAT refund can be complex.

Therefore, both to receive your complaints and suggestions and to help you with any difficulty you may experience during the use of our application, we put at your disposal a chat function that appears in the control panel of the Woonivers application, the following address. email: info@woonivers.com and the telephone number +34 910 502 751.

When you want to file a complaint, we ask you please to indicate it in the subject of the message as this helps us distinguish a complaint from a mere query.

You can request a copy of our complaint procedure at any time by contacting us through our chat function that appears in the control panel of the Woonivers application, the following address. email: info@woonivers.com or the telephone number +34 910 502 751.

Whenever you send us a complaint, we will try to answer you as quickly as possible and in any case as a general rule within 15 business days after its submission. In exceptional circumstances, we can take up to 35 business days. And if for any reason we could not answer for lack of information or for any other reason, we will contact you as soon as possible

12. Intellectual and industrial property.

All the contents of the mobile application and the website, among others, texts, photographs, graphics, images, icons, technology, software, links and other audiovisual content, as well as its graphic design and source codes, are property of Woonivers or In your case, we have a license or express authorization from the authors of the same.

Under no circumstances can you understand that from Woonivers we give or authorize our Users to exploit in any of its modalities the rights over said contents beyond what is strictly necessary for the correct use of the application and / or the web, and independently of whether they are susceptible or not of intellectual property.

Likewise, all trademarks, trade names or distinctive signs of any kind that appear on the application or the website are the property of Woonivers, without it being understood that the use or access to the application or the website attributes to our Users any rights whatsoever. about them.

It is forbidden the total or partial reproduction, exploitation, distribution, modification, assignment or public communication of the contents and any other act that has not been expressly authorized by the owner of the exploitation rights. Any use not previously authorized is considered a serious breach of the intellectual or industrial property rights of the author.

To make any kind of observation regarding possible breaches of intellectual or industrial property rights, as well as any of the contents of the website, you can communicate this circumstance through our email info@woonivers.com attaching the relevant information.

In any case, in Woonivers we cannot assume any responsibility regarding the intellectual or industrial property rights owned by third parties that are infringed by a third party or by the Users of our services.

13. Protection of Personal Data

For the provision of the services that we make available to our Users, in Woonivers we need to obtain a series of personal data of the same. The data we collect from each User makes up his «Personal Profile».

The Personal Profile of the User is formed, among others, by the following personal data: name, surname, passport number, the permanent residency address, the ownership indicator, the email address, mobile number, the Internet connection IP, the identifier of the mobile browser, device characteristics, language of preference and country of location, session data (reference domain, pages visited, date and time of access to the web, geolocation), access codes to the information of the accounts that integrate.

In Woonivers we treat the personal data of our Users in accordance with what is established in the legislation in force in the matter, and especially following the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 and in Organic Law 3/2018 of December 5, Protection of Personal Data and guarantee of digital rights.

In application of this regulation, and notwithstanding that you can always consult our Privacy Policy, from Woonivers we want to remind you that at all times you can exercise the rights that the Law recognizes you as the holder of the rights of a personal nature : right of access, rectification, opposition, deletion and portability.

To exercise these rights you can contact us through info@woonivers.com, indicating in the object of your message «Data Protection» and attached to your request, a copy of your ID.

13.1. Application Privacy Policy

At WOONIVERS SPAIN, S.L. (hereinafter, «Woonivers» or «We») value the trust of users and their privacy, for this reason, we explain below in a simple and transparent way, exactly how we use your data on our website and mobile application.

We encourage you to carefully read this privacy policy (hereinafter, the «Privacy Policy») and, furthermore, if you have any questions or want more information in this regard, you can write to us at data@woonivers.com and, as We will always try to help you in the best possible way.

Who is responsible for user treatment?

The data controller is the one who decides the purpose for which your personal data is used, which, in this case, is WOONIVERS SPAIN, S.L. with NIF B87922522 and registered office at Plaza Pablo Ruiz Picasso 1, 28020 Madrid.

What data do we collect from App users, for what purpose and what is the legal basis?

The data we collect from users for the development and execution of our services are the following:

• Identification data (name and surnames, DNI or equivalent, passport, image, boarding pass, billing address).
• Contact details (phone number and email address).
• Economic and financial data (invoices scanned by users, user collection methods).
• User telemetry.

Regarding the purposes for which we use the personal data of the users of the App:

• In case they wish to be users of our App, they will become Woonivers clients, so we will use their data for the execution, development, fulfillment and execution of the contract. In other words to:

• Manage your registration as users of the App, we need to process your personal identification data, since otherwise we would not be able to manage your registration. 

The legal basis is the execution of a contract. 

• Contact in relation to updates or informative communications related to contracted functionalities, products or services, including the sending of quality surveys about the service provided or for the request of additional information or documentation, to solve any type of incident or to help them in any procedure for successfully complete the Tax Free and cashback process, which can be done through different means such as WhatsApp communication. 

The legal basis is the execution of a contract

• Process / manage cash-back refund requests, through our Tax Free process.

The legal basis is the execution of a contract.

• Activate the necessary mechanisms in order to prevent and detect the improper use of the App, for example, during the return process, as well as potential fraud against the User and/or Woonivers. If we consider that the operation may be fraudulent or we detect abnormal behavior with indications of fraudulent use of our tools, products and services, this treatment may have consequences such as the blocking of the transaction or the cancellation of the user account, as well as the report to the appropriate authorities.

The legal basis is our legitimate interest and/or compliance with a legal obligation.

• Billing purposes and to make the tickets and/or invoices that users provide us available to third parties.

The legal basis is the execution of a contract.

• Obtain information from the users’ mobile device for the purpose of geolocation via GPS to verify that they have effectively left the territory of the European Union and to be able to reimburse the VAT amounts that correspond to them. Likewise, in case the users have accepted it, to be able to offer them personalized services. In turn, to be able to have access to notifications and thus be able to accompany them and help them throughout the VAT refund procedure.

The legal basis is your consent.

• We may send you commercial communications that are related to our activity. However, they may at any time oppose the sending of said commercial communications, in which case, we will not send them any more.

The legal basis that allows us to do so is our legitimate interest.

•  If you expressly request it, we may send you information about other products or services or information from third parties that we think may be of interest to you.

The legal basis that allows us to do so is your consent through the marking of the corresponding box. 

• When they browse our App we can measure and, where appropriate, analyze their browsing habits anonymously.

The legal basis that allows us to carry out this processing of your data is your consent, which you provide when you accept the installation of our cookies and that you can revoke or configure at any time through our configuration panel. You can find more information about the use of cookies in our Cookies Policy [https://woonivers.com/es/terms/].

How long do we keep the data?

 We will treat your personal data for the time strictly necessary to fulfill the purpose they serve in each case. Once the data is no longer necessary for the purpose for which we process it, it will remain blocked for the sole purpose of meeting any liability or obligation that may arise from its processing.

 To whom do we communicate your data?

Any communication of data that we make will always be respecting your rights and in compliance with data protection regulations. In this sense, we will only communicate your data:

• To service providers that help us carry out our activity, for example: verification or monitoring tools, technical support services, payment providers, financial services, etc. Some of these providers may transfer data outside the European Economic Area (EEA). However, if so, these communications are carried out with the necessary guarantees and have the level of protection equivalent to that of Europe, as required by current regulations.
• In cases where it is necessary to comply with our legal obligations, the data may be communicated to public authorities and the State Security Forces and Bodies
• To the companies of the group, because we manage certain activities or issues jointly.
• We also communicate your data to third parties so that they can send you commercial communications in the event that you have given your consent to do so.

Registration and monitoring of corporate web social network accounts

In the case of the corporate profiles that Woonivers maintains in the different social networks linked from this Website, your data may be processed under other privacy policies. Specifically, the corporate accounts of the Woonivers social networks are the following: 

• LINKEDIN: https://es.linkedin.com/legal/privacy-policy
• TWITTER: https://twitter.com/es/privacy
• INSTAGRAM: https://help.instagram.com
• FACEBOOK: https://es-es.facebook.com/privacy/explanation

 The profiles on the social networks linked from this Website have been created so that you can better understand our activity and offer different communication channels aimed at people interested in our entity and the services we offer.

What are the rights of the holders of personal data when they provide us with their personal data?

As holders of your personal information, you have the right to:

• Access the data we process about them and detailed information about the treatment we carry out of them.
• They can request that their information be rectified, if they believe that it is inaccurate.
• In some cases, they can request that their data be deleted, they can oppose our use of it and they can limit the treatment we make of it.
• They have the right to the portability of their data, that is, to receive their data or that we deliver them to a third party in a format that allows them to process them.
• They have the right to withdraw their consent at any time in all those treatment activities that are based on said legal basis.

To exercise these rights, you can contact us through our DPO at data@woonivers.com, indicating “Data Protection” in the subject of your message and attaching to your request a copy of your DNI or passport associated with your account. . You can also exercise your rights by conventional letter to the address Plaza Pablo Ruiz Picasso, 1, 28020, Madrid, also attaching a copy of your ID or passport associated with your account.

If you have any questions regarding the exercise of your rights, before contacting the Control Authority, we remind you that, if you wish, you can contact us directly by writing to our DPO at data@woonivers.com and we will try to help you in the best possible way.

 Of course, if you consider that we have not properly addressed your rights or want more information about it, you can go to the Spanish Agency for Data Protection by going to www.aepd.es

14. Links

The Woonivers application, as well as our website, may contain links or hyperlinks to other Internet sites, for which we cannot exercise any control. Therefore, once you decide to access the links of third parties and leave our application or our website, you will no longer be bound by this document, as well as by the Privacy Policy or the Cookies Policy of Woonivers.

Woonivers cannot be held responsible for the content that may appear on the pages of third parties.

Likewise, from Woonivers we cannot guarantee the technical availability, quality, reliability, accuracy, amplitude, veracity, validity or legality of any material or information contained in any of said links or hyperlinks. The inclusion of external links to our application or our website does not imply any type of association, merger or participation with the connected entities.

In any case, in Woonivers we will proceed to the withdrawal of any link to websites of third parties that may contravene national or international legislation.

15. Modification of conditions

In Woonivers we reserve the right to modify totally or partially the present T & C, in which case we will inform our Users about the existence of new T & C.

Our Users will always have and in any case one month to expressly accept the new T & C. After this period, they will be considered accepted by those Users who continue to use our services.

16. Notifications

All notifications and communications between Woonivers and ours will be considered effective, for all purposes, when they are made through postal mail or email.

To address us, you can do so through the following means:

1. By sending by mail to the address: Plaza Pablo Ruiz Picasso 1, Impact Hub,, under Madrid (28020).
2. By email to the following address info@woonivers.com.

In any case, when using our mobile application and / or the website, as a User you accept that most of the communications are made electronically, consenting that we can communicate with you through the electronic address that you used to register, and recognizing that all communication sent electronically meets the legal requirements.

17. Language

At Woonivers, Users are our priority and we try to address you whenever possible in your own language. However, in case of conflict or doubts about the meaning or scope of any section, term or expression contained in these T & C, the Spanish version will be a priority application since it is the original version of our T & C.

18. Legislation and applicable forum

The interpretation and execution of this contract are governed by Spanish law.

Woonivers and the User freely agree to the resolution of any conflict that may arise between them and waiver of any other jurisdiction, go to the courts and tribunals of Madrid.