Terms of service

Can Canola GTC — General Terms and Conditions of Sale (Consumers)

Article 1. Seller identification

The website can-canola.com is operated by: Can Canola SL, a limited liability company under Spanish law. Tax ID (NIF): B23878408. Registered office: CL. de sa Serra d'en Vinya, 0 1 Pta. 3 Esc. 2, 07829 Sant Josep de sa Talaia, Ibiza, Spain. Registered in the Commercial Registry of Ibiza (Eivissa), Sheet IB-22608, 1st registration, dated 07/10/2025. Email: hello@can-canola.com. Phone and WhatsApp: +34 690 014 250.

Article 2. Scope of application

These general terms and conditions of sale (GTC) apply to any order placed on the site by a consumer, meaning an individual acting for private purposes. Orders placed by professionals (concierge services, agencies, companies) are subject to specific terms agreed directly with Can Canola SL. Failing that, these GTC apply, with the exception of provisions specific to consumers. Any order implies acceptance of these GTC in the version in effect on the day of the order. The GTC are available in Spanish, French, and English. In case of discrepancy, the Spanish version shall prevail.

Article 3. Products and prices

The site offers: prepared cheese platters (Cheese Platters, sizes S, M, and L); Raclette at Home kits, sold per person, for 2 to 16 people; complementary products: bread, wine, and champagne; rental of a raclette machine.

Platters and raclette kits are prepared to order, for the chosen delivery date. The cheese is sliced and assembled shortly before delivery. The composition may vary slightly depending on product arrivals, at equivalent value and quality. Photos are for illustration purposes only.

Prices are shown in euros, all taxes included (VAT included). Delivery within Ibiza is included in the price. The applicable price is the one displayed at the time the order is confirmed.

Article 4. Order and payment

The order process is as follows: choice of products, choice of delivery day and time slot, cart review, entry of contact details, acceptance of these GTC, payment. The order becomes firm upon payment confirmation.

Can Canola SL sends a confirmation email with the order details and these GTC.

Payment is made online at the time of ordering, using one of the payment methods offered at checkout. Payment is processed by a secure provider. Can Canola SL never has access to bank card data.

Can Canola SL may refuse or cancel an order in the event of a prior payment dispute, impossibility of delivery within the served area, or unavailability of a product. In that case, the client is fully refunded.

Article 5. Delivery

5.1 Area. Delivery is provided only on the island of Ibiza. Formentera and the other islands are not covered.

5.2 Lead time. Any order must be placed at least 48 hours before the desired delivery date. The client chooses the delivery day when ordering.

5.3 Time slots. The client chooses a slot among: 11am-1pm, 4pm-6pm, 6pm-8pm. Can Canola SL undertakes to deliver within the chosen slot. Products are transported in compliance with the cold chain.

5.4 Presence at delivery. The client, or a person designated by them, must be present at the indicated address during the chosen slot. In case of absence, Can Canola SL will try to reach the client by phone or WhatsApp. If delivery cannot take place due to the client's fault, Can Canola SL will offer a new delivery on an available slot, invoiced at €15 including VAT. If the client does not respond, or if none of the proposed slots suit them, the order is considered delivered and is not refunded, as the fresh products prepared for the chosen date cannot be stored or resold.

5.5 Receipt. The client is invited to check their order upon delivery and to consume the fresh products within the timeframes indicated on the label, keeping them refrigerated between 0°C and 4°C.

5.6 Address. The client is responsible for the accuracy of the address and access information (code, villa, on-site contact). An error attributable to the client that prevents delivery is governed by Article 5.4.

Article 6. Right of withdrawal

6.1 Excluded products: platters, raclette, bread. In accordance with Article 103.d of the Consolidated Text of the General Law for the Defense of Consumers and Users (Royal Legislative Decree 1/2007), the right of withdrawal does not apply to cheese platters, raclette kits, bread, and other fresh or refrigerated products liable to deteriorate or expire quickly. These products are prepared to order, for a specific date, with sliced cheese, fresh fruit, and charcuterie, and cannot be resold after delivery.

This exclusion does not limit the client's rights when the product is defective, does not match the order, or is delivered in inadequate conditions (Article 9).

6.2 Products with a right of withdrawal: wine and champagne. For wine and champagne, the client has 14 calendar days from receipt to withdraw, without having to give a reason.

To exercise this right, the client informs Can Canola SL by a clear statement, by email to hello@can-canola.com or by WhatsApp to +34 690 014 250. They may use the form in the appendix, though this is not required.

The client must return the bottles no later than 14 days after communicating their decision. Return costs are borne by the client: Can Canola SL collects the bottles at the delivery address in Ibiza, for a flat fee of €15 including VAT, deducted from the refund. Can Canola SL refunds the price of the returned bottles within 14 days of the withdrawal being communicated, using the same payment method. The refund may be delayed until the bottles are collected.

The client is liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature and characteristics. An opened or started bottle cannot be refunded.

6.3 Raclette machine rental. The machine rental is a service ancillary to the Raclette at Home kit, tied to a specific date of use. In accordance with Article 103.l of the TRLGDCU (catering services or services related to leisure activities scheduled for a specific date), it does not carry a right of withdrawal. It is subject to the cancellation terms of Article 7.

Article 7. Cancellation or modification by the client

The client may cancel or modify their order under the following conditions, which also apply to the raclette machine rental: more than 72 hours before delivery: free cancellation or date change, full refund; less than 72 hours before delivery: no cancellation or refund, as the products are ordered and prepared for the chosen date; a same-day time-slot change remains possible subject to availability.

Any cancellation or modification request is made by email or WhatsApp.

Article 8. Raclette machine rental

The machine is rented for €30 including VAT for use on the delivery date. It is delivered with the order and collected by Can Canola SL the following day, at the delivery address, within a time slot agreed with the client.

A deposit of €80 is required. [Point still open: method — card pre-authorization at delivery, or cash at delivery — pending the bank's decision.] The deposit is returned or released upon collection of the machine, after its condition has been checked.

The client uses the machine according to the instructions provided, at their own responsibility, and must return it clean and in working order. In the event of breakage, loss, or non-return of the machine, Can Canola SL will withhold all or part of the deposit, up to the actual cost of repair or replacement, upon presentation of a receipt. If the machine is not available at the agreed collection time, a new visit may be invoiced at €15 including VAT.

Article 9. Conformity and complaints

Can Canola SL is liable for defects in conformity in accordance with Spanish law. The client benefits in particular from their rights if a product arrives in poor condition, if the cold chain has been broken, if products are missing, if the contents do not match the order, if an ingredient or allergen was not indicated, or if delivery took place outside the agreed time slot to the point of making the product unfit for use.

As fresh products cannot be checked after consumption, the client is invited to report any problem as soon as possible, ideally on the day of delivery and no later than within 24 hours, by email or WhatsApp, with photos. This timeframe is intended to allow verification and does not remove the client's legal rights.

Depending on the case, Can Canola SL will offer a replacement, a voucher, or a full or partial refund.

Article 10. Allergens and storage

The products notably contain milk and may contain, depending on the recipe, the following allergens: cereals containing gluten, crustaceans, eggs, fish, peanuts, soybeans, tree nuts, celery, mustard, sesame seeds, sulphur dioxide and sulphites, lupin, molluscs. The allergen list for each product is shown on its data sheet and on its label. The client is invited to report any allergy before ordering. Can Canola SL cannot guarantee the absence of traces in a workshop where these products are handled.

Fresh products must be kept refrigerated and consumed before the best-before date indicated on the label.

Article 11. Alcoholic beverages

The sale of alcohol is prohibited to minors under 18. By ordering wine or champagne, the client declares that they are 18 or older. Can Canola SL may request proof of identity at delivery and refuse to hand over the alcohol in case of doubt. Alcohol abuse is dangerous to your health, please drink responsibly.

Article 12. Customer service and disputes

For any question or complaint: hello@can-canola.com, WhatsApp +34 690 014 250. In accordance with Decree 46/2009 of the Government of the Balearic Islands, official complaint forms (hojas de reclamación) are available to the client upon request.

The consumer client may also contact the consumer affairs services of the Balearic Islands or an out-of-court dispute resolution body.

Article 13. Personal data

The data collected is used for processing and delivering orders. Its processing is described in the privacy policy.

Article 14. Applicable law

These GTC are governed by Spanish law. For consumers, the competent courts are those of the consumer's domicile, in accordance with the law. The consumer's mandatory rights are in no way limited by these GTC.

Appendix. Withdrawal form (wine and champagne only)

To be completed and returned only if you wish to withdraw from the purchase of wine or champagne.

• Addressed to: Can Canola SL, CL. de sa Serra d'en Vinya, 0 1 Pta. 3 Esc. 2, 07829 Sant Josep de sa Talaia, hello@can-canola.com
• I hereby give notice of my withdrawal from the contract for the sale of the following goods: [products]
• Ordered on: [date] / Received on: [date]
• Order number: [ ]
• Consumer's name: [ ]
• Consumer's address: [ ]
• Consumer's signature (only in case of notification on paper): [ ]
• Date: [ ]