General Terms and Conditions for webshop, masterclasses and other services – 15/9/2026

Process Communication Nederland, Bos en Lommerplantsoen 1A, 1055AA Amsterdam, The Netherlands

T (061) 899-8310
E info@pcmnederland.nl
CoC 76229130
VAT number NL-860553462B01

You have come to our webshop because you are part of the PCM community. We are glad you are here. Below, you can read what happens when you order a product or register for a masterclass, training, or certification, and what you can expect from us. No thirteen pages of fine print, just the agreements that apply as soon as you click 'order'.

Which words are we talking about?

A few terms keep coming back, so briefly:

Offer :	Everything you can order or book via the webshop, a mix of products and services.
Products :	tangible or downloadable items, such as books, card games, and training materials.
Services :	Everything you participate in, such as masterclasses, training sessions, certification programs, or coaching, whether live or online. If something new is added later, it automatically falls under this as well.
Registration :	your registration for a service, via the webshop, a form, or an email to info@pcmnederland.nl.
We:	PCN: Process Communication Netherlands
You:	By 'you' we mean you, or the company on whose behalf you are ordering.

What if we adjust these agreements?

We sometimes adjust these terms and conditions, for example because we add a new service. Have you already placed an order or registered? Then the version that applied at the time you did so remains valid. By placing an order or registering, you agree to these terms and conditions. We do not adopt your own terms and conditions, even if you submit them.

Is our offer really correct?

We do our best to describe products and services as completely and accurately as possible: price, any shipping costs, payment method, and for services also date, location or platform, and the number of participants. Photos provide a good impression but are not always one hundred percent exact. If there is an accidental error, such as an incorrect price, we are not bound by it, however unfortunate that may be.

When is the agreement officially finalized?

As soon as you accept the offer and meet the associated conditions, including payment, the appointment is confirmed. You will receive a confirmation by email containing the price and VAT. Has that email not been sent yet? Then you can still cancel. We assume that there is sufficient availability and that payment is completed.

Can you still change your mind?

Once ordered or registered, it is final. Therefore, products cannot simply be returned. For services, the separate cancellation policy listed further down applies.

If we are unable to deliver on occasion, or if the payment went wrong, we reserve the right to terminate the agreement. If you have already paid, you will receive that amount back within 14 days.

How much does it cost?

The price listed on the website is the applicable price, even if we adjust it occasionally. All prices exclude VAT. If there is a printing or typing error, we are not obliged to deliver at that incorrect price.

And what if there is something wrong with a product?

We guarantee that our products match the description and comply with legal requirements. Did you receive something broken or the wrong item? Let us know within 2 months of delivery and return it in its original condition and packaging.

Our warranty does not apply if you have modified or misused the product yourself, or if the problem arises due to government regulations regarding the materials used.

How and when will you receive your order?

If you order a physical item, we will send it to the provided address within 3 working days after payment, unless we have agreed on a longer timeframe. If you order a downloadable item, your email address is the delivery address, and the moment we email it to you or send the download link counts as the moment of delivery.

Delivery times are an estimate, not a binding promise. If there are delays, we will let you know as soon as possible, but this does not entitle you to termination or compensation. Should something unexpectedly become unavailable, we will look for an alternative and keep you informed.

Until the moment of delivery, damage or loss is at our expense. Furthermore, we are not liable for damage, unless caused by intent or gross negligence, and not for damage resulting from you providing us with incorrect or incomplete information. If we do owe anything, it will never exceed the amount you paid for that order.

You are signing up for a masterclass, training, or certification: how does that work?

You can register via the webshop, a registration form, or by email to info@pcmnederland.nl. This applies to all services: masterclasses, training courses, certification programs, and anything else that may be added in the future.

Do you want to cancel?

You can always do so in writing via info@pcmnederland.nl. The sooner you let us know, the more affordable it will be.

More than 1 month in advance: free of charge, you will receive a refund of any amount paid.
Between 1 month and 15 days in advance: we charge 50% of the amount.
Between 14 and 8 days in advance: we charge 75% of the amount.
Within 7 days in advance: we charge 100% of the amount.

Are you unable to participate due to force majeure, for example due to an accident? Then we will look for a solution together. This does not guarantee that we will not charge any costs at all, but we will look into it seriously.

And what if we have to cancel?

Sometimes it is we who have to cancel a service, for example due to force majeure or insufficient registrations. By force majeure, we mean in any case illness of the person providing the service, and other external circumstances that are reasonably beyond our control.

Is a minimum number of participants required? We will let you know in advance. If there is a chance that a service will be cancelled, you will be notified no later than 14 days in advance. If something is definitely cancelled or postponed, you will be notified no later than 7 days in advance.
If we cancel, you will receive the full amount back.
If a service is cancelled due to force majeure while it is already in progress, we will look for a solution together with the other participants, for example by continuing at a later time.

For training courses to become a PCM Certified Trainer/Coach, the General Terms and Conditions for Training as a PCM Certified Trainer/Coach on HelloPCM apply, insofar as they deviate from what is stated above.

Are you not paying on time?

In that case, we may charge you for the reasonable costs arising from this. We will let you know what those costs are in advance, so there are no surprises afterwards.

Do you have a complaint?

Please let us know as soon as possible, no later than 2 months after the appointment was made or after you noticed the problem. Email a clear description to info@pcmnederland.nl. We will respond within 4 weeks and look for a suitable solution.

A complaint does not suspend our obligations, unless we agree otherwise in writing. Is your complaint justified? Then we will replace or repair the product, or, in the case of a service, look for a suitable solution.

And what if we can't work it out together?

These terms and conditions are governed by Dutch law; we exclude the Vienna Sales Convention from consideration. If we are unable to reach an agreement, the Dutch courts will ultimately have the final say, but we assume that we can resolve this together before it comes to that.

Questions? Email us at info@pcmnederland.nl