General terms and complaints procedure
Company details
Autism Central
Kerkstraat 108, 9050 Gentbrugge
+32 (0)9 279 84 45
VAT BE0797903489
Article 1: General provisions
These terms and conditions (“Terms”) apply to every order of products and every registration for a course with Autisme Centraal, whether via the website or otherwise. The person or organisation placing the order or registering is the “Client”. A Client acting as a private individual is a “Consumer”.
By ordering or registering, the Client expressly accepts these Terms, to the exclusion of all other terms. The Client’s own terms apply only if Autisme Centraal has expressly accepted them in writing in advance.
Article 2: Prices
All prices are in euros. For Consumers, prices include VAT. For companies and organisations, prices exclude VAT unless stated otherwise. Any delivery, booking or administrative costs are stated separately.
Prices apply only to the item or course as described. Photos are for illustration and may show elements not included in the price.
Article 3: Offer
Our online offer is compiled with the utmost care, but information may be incomplete, incorrect or out of date. Obvious errors do not bind Autisme Centraal. The offer is valid while stocks or places last and may be changed or withdrawn at any time.
Article 4: Orders and payment
Products ordered through the webshop are shipped once payment has been received. Online payments are processed securely by Mollie; we do not store payment details. You can pay by Bancontact, VISA or Mastercard.
Invoices are payable within 30 days of the invoice date, unless stated otherwise. Courses must be paid before they start.
In case of late payment by a company or organisation, interest and a fixed compensation are due automatically under the Belgian Act of 2 August 2002. Consumers first receive a free reminder with a 14-day payment deadline; after that, interest and compensation are due within the limits set by law.
Autisme Centraal may refuse an order or registration in case of a serious breach by the Client in previous orders, and may suspend participation or delivery while an invoice remains unpaid.
Article 5: Course Registration
Once Autisme Centraal has confirmed your registration, you are officially registered and the course fee is due. Places are allocated in order of registration.
Article 6: Cancellation or rescheduling by the participant
Any cancellation or rescheduling after registration incurs a cancellation fee of €35. Please notify us in writing at info@autismecentraal.com. The amount already paid, minus this fee, is refunded or transferred to the new date.
You may be replaced by a colleague free of charge, provided you inform us before the course starts. Consumers also have the right of withdrawal set out in Article 12; no cancellation fee is charged within that period.
Article 7: Online courses, language and certificate
Access to an online course is personal and may not be shared. Participants are responsible for a working internet connection and suitable equipment.
Our courses are taught in Dutch or French, as stated for each course. Courses in other languages, including English, are available as tailor-made training.
A certificate is issued after full attendance.
Article 8: Online courses, language and certificate
Access to an online course is personal and must not be shared. The participant is responsible for ensuring a working internet connection and suitable equipment.
The training courses are conducted in Dutch or French, as stated for each course. Training in another language is possible as a customised course.
After full participation, the participant receives a certificate.
Article 9: Intellectual Property
All course materials, recordings, the AutismeCentraalMethodiek and the ABC case remain the property of Autisme Centraal and are for personal use only. Copying, distribution or commercial use requires our prior written consent.
Article 10: Delivery
After receiving payment, Autisme Centraal delivers the goods to the address provided by the Client. Shipping costs are borne by the Client. Webshop items are delivered within Europe, and to Consumers within 30 days at the latest.
Visible damage or other defects on delivery must be reported to Autisme Centraal immediately. The risk of loss or damage passes to the Client once they, or a third party designated by them other than the carrier, take physical possession of the goods.
Article 11: Retention of Title
Delivered items remain the property of Autisme Centraal until paid in full.
Article 12: Right of Withdrawal
A Consumer who orders or registers online or at a distance may withdraw from the contract within 14 calendar days without giving a reason. For products, this period starts when the Consumer receives the goods; for courses, on the date of registration. If a course starts at the Consumer’s express request within this period, the Consumer pays for the part already delivered.
To withdraw, the Consumer informs Autisme Centraal by a clear statement, by post or email to the address above, before the period expires. Goods must be returned in their original condition within 14 calendar days of that notice, at the Consumer’s own expense. Autisme Centraal may charge for any loss in value caused by handling beyond what is needed to inspect the goods.
We refund all payments received, including standard delivery costs, within 14 calendar days of the notice by bank transfer. For products, we may wait until the goods have been received back or proof of return has been provided.
Article 13: Warranty
Consumers are entitled to the statutory 2-year warranty from the date of delivery. Proof of purchase is required. Consumers must report a defect as soon as possible and no later than 2 months after discovering it. Companies and organisations must submit complaints in writing within 8 days of delivery or of the course.
The warranty does not cover damage caused by accidents, neglect, misuse, failure to follow instructions, modifications or poor maintenance.
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Article 14: Liability
Autisme Centraal provides its services with the utmost care, under an obligation of means, not of result. We are not liable for how participants apply the knowledge they have gained. Our liability is limited to the invoiced amount, except in case of intent or gross negligence.
Article 15: Force Majeure
In case of force majeure, such as illness, natural disasters or government measures, Autisme Centraal may suspend its obligations or terminate the agreement without compensation.
Article 16: Privacy and Cookies
Our privacy policy is available at https://www.autismecentraal.com/privacybeleid. Non-essential cookies are placed only with your consent, which you can give or refuse via the cookie banner.
Article 17: Severability and evidence
If any provision of these Terms is declared invalid, the other provisions remain in force. Failure to enforce a right does not mean that right is waived. The Client accepts that electronic communications and backups may serve as evidence.
Article 18: Applicable law and disputes
These Terms are governed by Belgian law. Disputes with companies and organisations fall under the jurisdiction of the courts of the judicial district of Ghent. For Consumers, the courts of their place of residence have jurisdiction. Consumers may also contact the Belgian Consumer Mediation Service (www.consumentenombudsdienst.be).
These Terms are available in Dutch, French and English. In case of discrepancy, the Dutch version prevails.
Complaints procedure
Autisme Centraal values good relationships with its participants and clients, and handles every complaint carefully and confidentially.
Step 1: Discussion
Please first raise your complaint with the management of Autisme Centraal by phone or email. We will look for a solution together. This step takes no longer than 2 months.
Step 2: Written complaint
If no solution is found, submit a written complaint to the management by post or email, stating your name and contact details, the course or product concerned, a description of the complaint, and the date and your signature.
- your name, address and phone number;
- the relevant training, the date and the name of the teacher or staff member;
- details about the agreement;
- a description of the complaint: the facts, when they occurred, any correspondence and what has already been done to reach a solution;
- the date and your signature.
Processing
You will receive an acknowledgement within 15 working days. The complaint is assessed by the management or a designated person who is not involved in the complaint. You will receive a reasoned decision within 8 weeks. If more time is needed, we will inform you in writing.
The procedure is free of charge and does not affect your right to contact the Belgian Consumer Mediation Service or the competent court.
When a complaint is not processed
A complaint will not be processed or will not be further processed if:
- it is submitted anonymously;
- the facts occurred more than 6 weeks before submission;
- step 1 has led to a solution and the complainant withdraws their complaint;
- the complainant does not provide the information from step 2, even after a request;
- the complainant cannot demonstrate that there is an agreement with Autisme Centraal.
Autisme Centraal can declare a complaint wholly or partially unfounded.
Slot provisions
All information about the complainant and the involved staff will be treated confidentially. Everyone involved in the handling of a complaint has a duty of confidentiality and protects the privacy of those involved as much as possible.
The assessors are not personally liable for their decisions as assessors.
This procedure applies to all complaints from participants and customers regarding Autisme Centraal and its staff. Belgian law applies to this procedure. In situations not covered by this procedure, the management will decide. This does not detract from the complainant's right to contact the Consumer Ombudsman or the competent court.
This procedure comes into effect on 13 October 2026