General Terms and Conditions

1. Definitions
In these General Terms and Conditions, the following terms shall have the meanings set out below:

Bolster: Bolster B.V., a private limited liability company (besloten vennootschap) incorporated under the laws of the Netherlands, with its registered office in the Netherlands and registered with the Dutch Chamber of Commerce under number 84653574, operating in accordance with applicable financial supervision laws.

Client: The natural person or legal entity that has engaged Bolster for the provision of services.

Services: All intermediary, administrative and related services performed by Bolster, including but not limited to the arrangement, administration and management of insurance policies, and where applicable the provision of information or assistance.

Insurer: The insurance company underwriting the risk and providing the insurance coverage. Bolster is not the insurer.

Policy: The insurance contract concluded between the Client and the Insurer.

Certificate of Insurance: The document issued confirming that insurance coverage has been arranged for a specific shipment, risk or insured interest.

Shipment / Goods: Any goods, household goods, personal effects, commercial goods or other insured interests transported, stored or otherwise handled.

Insured Value: The value declared by the Client for the purpose of insurance, forming the basis for premium calculation and maximum compensation.
 

2. Scope of Services
2.1 Bolster acts as an insurance intermediary and programme administrator. Bolster does not act as an insurer and does not bear any insurance risk.

2.2 Bolster performs its activities under the regulatory framework of Howden Nederland B.V., a licensed insurance intermediary in the Netherlands, and operates in accordance with applicable laws and regulations.

2.3 Bolster’s Services include:
- facilitating the arrangement of insurance coverage with insurers, including through appointed brokers;
- facilitating the issuance of policies and certificates of insurance;
- administrative handling and management of insurance placements; and
- handling and administering claims, including, where applicable, the assessment and settlement of claims within agreed authority levels and in accordance with the underlying policy terms.

2.4 Insurance coverage is always provided by the Insurer and is subject to the terms and conditions of the underlying Policy.

2.5 Bolster does not guarantee acceptance of risk by any Insurer and is not responsible for underwriting decisions.

2.6 Any information or assistance provided by Bolster is based on the information supplied by the Client and the available market conditions at the time.

2.7 Unless explicitly agreed otherwise in writing, Bolster provides its Services on a non‑advised, execution‑only basis. This means that Bolster does not assess the Client’s individual insurance needs or circumstances and does not provide a personal recommendation as to the suitability of any insurance product, coverage option, limit or Insured Value. Any general information provided by Bolster, whether through its digital platform or otherwise, is for informational purposes only and does not constitute personal advice. The Client remains solely responsible for determining whether a specific insurance product and the selected level of cover are appropriate for its purposes.

2.8 Where Bolster explicitly confirms in writing that it provides advisory Services in respect of a particular insurance product or placement, such advisory Services shall be described in a separate agreement or service document. In that case, Bolster shall perform such advisory Services with due care and skill, taking into account the information provided by the Client. Any advisory Services are strictly limited to the scope and duration described in the relevant service document

3. Applicability
3.1 These General Terms and Conditions apply to all agreements, Services and legal relationships between Bolster and the Client.

3.2 Any general terms and conditions of the Client are explicitly excluded and shall not apply, unless expressly agreed otherwise in writing by Bolster.

3.3 In the event of any conflict or inconsistency between:

- these General Terms and Conditions;

- any Policy;

- any Certificate of Insurance; or

- any other document relating to the insurance,

the terms and conditions of the underlying Policy shall prevail.

For the avoidance of doubt, the Policy terms and conditions govern the scope, extent, exclusions and limitations of insurance coverage, and nothing in these General Terms and Conditions shall be construed as extending or modifying such coverage.

3.4 These General Terms and Conditions apply to all Services provided by Bolster, irrespective of whether such Services relate to household goods, personal effects, commercial goods, freight or logistics operations.

3.5 These General Terms and Conditions are primarily intended for use in business‑to‑business relationships. Certain provisions, in particular those relating to limitations and exclusions of liability, suspension and termination, may not or not fully apply where the Client qualifies as a consumer under applicable mandatory consumer protection laws. In the event the Client qualifies as a consumer, any provision of these General Terms and Conditions that would be deemed unreasonably onerous or invalid under such mandatory laws shall be construed, limited or, where necessary, disapplied to the extent required to comply with those laws, without affecting the validity of the remaining provisions.
 

4. Formation of Agreement 
4.1 Any request by the Client for the provision of Services by Bolster shall be considered an invitation to provide services and shall not constitute a binding agreement.

4.2 An agreement between Bolster and the Client is only formed once Bolster has expressly accepted the request, whether in writing, electronically or by issuing a confirmation, Policy or Certificate of Insurance.

4.3 Bolster is under no obligation to accept any request for Services and reserves the right to decline or withdraw from any request without providing reasons.

4.4 Where Services relate to the arrangement of insurance, coverage shall only commence once:
- the request has been accepted by Bolster;
- all required information has been provided by the Client; and
- confirmation of coverage has been issued by or on behalf of the Insurer.

4.5 Any indication, quotation or communication provided by Bolster prior to acceptance, whether orally or in writing (including by email), shall be non-binding and subject to change.

4.6 Where Services are provided via Bolster’s digital platforms, only confirmations and records that are automatically generated by such systems shall be deemed valid and binding, unless expressly confirmed otherwise by Bolster in writing. Prior to the conclusion of any insurance arrangement via Bolster’s digital platforms, the Client shall carefully review all information and data it has entered or confirmed, including but not limited to details of the shipment, Goods and Insured Value, and shall confirm that such information is complete and accurate. By submitting or confirming a request via the digital platform, the Client acknowledges that the coverage, if accepted by the Insurer, will be based on such information

4.7 The Client acknowledges and agrees that electronic records and logs generated by Bolster’s digital platforms and systems (including but not limited to time‑stamped confirmations, records of declarations and selections made by the Client, and communications via the platform) constitute prima facie evidence of the content and timing of the Client’s requests, declarations and the confirmations issued by or on behalf of Bolster or the Insurer.
 

5. Client Obligations
5.1 The Client shall, both upon request and on its own initiative, provide Bolster with all information that is relevant or may reasonably be considered relevant for the proper execution of the Services.

5.2 The Client guarantees that all information provided to Bolster is accurate, complete and up to date. 
This includes, but is not limited to, information relating to:

- the nature, value and condition of the goods;

- the method of packing, handling, storage and transportation;

- any specific risks or circumstances relevant to the insurance; and

- any changes that may affect the risk or the insurance coverage.

The Client shall carefully verify all pre‑filled or system‑generated information before confirming any request for coverage

5.3 The Client is responsible for determining and declaring an appropriate Insured Value. Bolster does not verify, assess or guarantee the accuracy or adequacy of the declared Insured Value.

5.4 The Client acknowledges that the Insured Value forms the basis for both premium calculation and the maximum compensation payable under the Policy. Underinsurance or incorrect valuation may result in reduced or denied claims.

5.5 The Client shall promptly notify Bolster of any changes in circumstances that may affect the Services or the insurance coverage.

5.6 If the Client fails to comply with its obligations under this article, Bolster shall not be liable for any resulting consequences, including but not limited to reduced coverage, denied claims or incorrect placement of insurance.

5.7 Bolster shall have the right to suspend or terminate the provision of Services where the Client fails to comply with its obligations.
 

6. Insured Value and Valuation
6.1 The Client shall declare the Insured Value in accordance with the basis of valuation applicable to the Policy, typically being the replacement value at destination unless otherwise agreed.

6.2 The Insured Value declared by the Client shall form the basis for:

- the calculation of the premium; and

- the maximum compensation payable under the Policy.

6.3 Bolster does not verify, assess or guarantee the adequacy of the declared Insured Value.

6.4 The Client acknowledges that:

- the declared Insured Value must accurately reflect the full replacement value of the insured interest;

- failure to declare the correct value may result in underinsurance; and

- underinsurance may lead to proportional reduction of claims or denial of coverage.

6.5 Where Bolster requires the Client to provide specific information or itemisation of goods, whether via digital systems, forms, declarations or any other means of communication, the Client shall ensure that such information is fully and accurately provided to the best of its knowledge.

6.6 If information that is required to be provided separately or specifically is not properly disclosed:

- coverage may be limited; or 
- coverage may be excluded in respect of the relevant items or interests.

6.7 The Client is responsible for ensuring that all declared values and item specifications are consistent with the actual risk and condition of the goods at the time of insurance.

6.8 Any discrepancies between declared values and actual values or conditions may affect coverage, claims settlement and the extent of compensation payable.

6.9 Bolster may offer the Client the possibility to select insurance options or coverage packages via its digital platform or other means. The Client remains fully responsible for the choices made and can contact Bolster for further explanation or assistance prior to entering into an agreement.

6.10 By selecting a coverage option or package, the Client confirms that it has reviewed the available information and has made an informed decision based on its own assessment of the required coverage.

6.11 Any tools, calculators, default options or coverage packages made available by Bolster via its digital platforms are provided solely as general guidance. They do not constitute a valuation of the Goods, a recommendation as to the appropriate Insured Value or a guarantee that the selected coverage will be adequate for the Client’s purposes or contractual obligations towards third parties. The Client remains solely responsible for determining and declaring an appropriate Insured Value and for ensuring that the selected coverage meets its needs.
 

7. Claims and Notification
7.1 The Client shall notify any loss, damage or potential claim as soon as reasonably possible after discovery.

7.2 Unless otherwise required under the applicable Policy or agreed otherwise in writing, claims shall be notified no later than 14 days after delivery or completion of the insured transit or storage period.

7.3 The Client shall ensure that all claims are registered in accordance with the instructions provided by Bolster, including via Bolster’s digital platform where applicable.

7.4 The Client shall provide all information and documentation reasonably required to assess the claim, including but not limited to:

- proof of value and ownership;

- inventories, condition reports and delivery documents;

- photographs or other evidence of the damage; and

- repair or replacement quotations where applicable.

7.5 The Client shall not dispose of, repair or replace any damaged items without prior approval, unless reasonably necessary to prevent further damage. The Client shall take all reasonable steps to preserve the condition of the items and allow for inspection.

7.6 Failure to notify a claim in a timely manner or to provide sufficient supporting documentation may affect the assessment of the claim and may result in reduced or denied compensation.

7.7 Bolster may assist the Client in the handling and administration of claims, including, where applicable, handling claims within agreed authority limits. Bolster does not act as insurer and does not make final coverage or settlement decisions.

7.8 The assessment, acceptance and settlement of claims remain at all times subject to the terms and conditions of the applicable Policy and the decision of the Insurer.

7.9 The Client shall take all reasonable measures to mitigate further loss or damage and to preserve any rights of recovery against third parties.

7.10 To the extent permitted by applicable law and the Policy, upon payment of any claim the Insurer shall be subrogated to all rights of the Client against any third party in respect of such loss or damage. Bolster may, where acting within its claims handling authority on behalf of the Insurer, exercise such rights in the name of the Insurer or the Client. The Client shall provide all reasonable cooperation required to enable the Insurer and/or Bolster to pursue recovery from third parties, including the provision of documents and information and the assignment of rights where reasonably requested.
 

8. Liability
8.1 Bolster acts solely as programme administrator. Bolster does not act as insurer and does not bear any insurance risk.

8.2 Bolster shall exercise reasonable care and skill in the provision of its Services. Bolster shall not be liable for any loss arising from circumstances beyond its reasonable control or from the acts or omissions of third parties, including but not limited to Insurers, carriers, storage providers or other service providers.

8.3 Bolster shall not be liable for any loss resulting from:

- incorrect, incomplete or late information provided by the Client;

- the Client’s failure to comply with its obligations under these General Terms and Conditions; or

- decisions made by the Insurer, including underwriting, coverage or claims decisions.

8.4 To the maximum extent permitted by applicable law, Bolster shall not be liable for any loss of profit, loss of revenue, loss of business, loss of opportunity, loss of data, or any indirect or consequential loss or damage, whether arising in contract, tort (including negligence) or otherwise, in connection with the Services or any agreement between Bolster and the Client.

8.5 Bolster’s total aggregate liability arising out of or in connection with the provision of the Services, whether in contract, tort (including negligence) or otherwise, shall in all circumstances be limited to the higher of (i) EUR 25,000 and (ii) an amount equal to the aggregate fees (excluding premiums, taxes and duties) actually received by Bolster from the Client in respect of the specific shipment, Policy or transaction giving rise to the claim. 

The Client acknowledges that this limitation of liability is reasonable and proportionate in view of the nature of the Services and Bolster’s role as an insurance intermediary and programme administrator

8.6 The limitations of liability set out in this article apply equally to any failure or delay resulting from the use of digital systems, platforms or electronic communications, including any errors, interruptions or unavailability thereof.

8.7 Nothing in these General Terms and Conditions shall operate to exclude or limit liability to the extent prohibited by applicable law. The limitations of liability set out in this Clause 8, including the cap in Clause 8.5, shall not apply in cases of wilful misconduct.

8.8 Where the Client qualifies as a Consumer under applicable mandatory consumer protection laws, the exclusions and limitations of liability in this Article 8 shall apply only to the extent permitted under such laws. 

Nothing in these General Terms and Conditions shall exclude or limit any liability that cannot be excluded or limited under mandatory consumer protection legislation.


9. Fees and Payment
9.1 The Client shall pay all premiums, fees and any other amounts due in connection with the Services either:
- via Bolster’s digital platform at the time of purchase; or
- based on an invoice issued by Bolster, where agreed.

9.2 Where payment is made via Bolster’s digital platform, payment in full is required at the time of concluding the insurance arrangement.

9.3 Where payment is made based on an invoice, the invoice shall be payable within 14 days from the invoice date, unless agreed otherwise in writing.

9.4 Unless explicitly confirmed otherwise in writing by Bolster or the Insurer, insurance coverage shall only become effective once the applicable premium and any related charges have been received in full by Bolster or, where applicable, directly by the Insurer, in cleared funds, and coverage has been confirmed by or on behalf of the Insurer. 

9.5 Bolster reserves the right to suspend the provision of Services and/or refrain from arranging or continuing insurance placements in the event of late or non-payment.

9.6 All fees and premiums are exclusive of applicable taxes, duties or charges, which shall be borne by the Client where applicable.

9.7 The Client shall not be entitled to set off or withhold any payments unless such right is expressly agreed in writing.

9.8 Any delay in payment may result in additional administrative measures, including the charging of reasonable costs and statutory interest where permitted by law.

9.9 In business‑to‑business relationships, the Client shall not be entitled to set off any amounts owed to Bolster against any counterclaims it may have against Bolster, unless such right of set‑off has been expressly agreed in writing.
 

10. Termination
10.1 Bolster may suspend or terminate the provision of its Services with immediate effect if:

- the Client fails to comply with its obligations under these General Terms and Conditions;

- the Client fails to make payment in accordance with the agreed terms; or

- Bolster reasonably believes that continuing the Services may expose it to legal, regulatory or reputational risk.

Any such suspension or termination shall be without prejudice to any rights or remedies which Bolster may have accrued prior to the effective date of suspension or termination.

10.2 Termination or suspension of Services shall not affect any insurance coverage already arranged, which shall remain subject to the terms and conditions of the applicable Policy issued by the Insurer.

10.3 Bolster shall not be obliged to arrange new or additional insurance coverage following termination of the Services.

10.4 The Client shall remain liable for all amounts due in connection with Services provided prior to termination.
 

11. Governing Law and Jurisdiction
11.1 These General Terms and Conditions and any agreement between Bolster and the Client shall be governed by and construed in accordance with the laws of the Netherlands.

11.2 Any disputes arising out of or in connection with these General Terms and Conditions or the Services shall be submitted to the exclusive jurisdiction of the competent court of the District Court of Oost-Brabant, location ’s-Hertogenbosch, the Netherlands.

11.3 The choice of Dutch law and the jurisdiction of the courts of Oost‑Brabant, location ’s‑Hertogenbosch, shall be without prejudice to any mandatory consumer protection provisions that would apply if the Client qualifies as a consumer with his or her habitual residence in another country within the European Economic Area. 
 

12. Complaints
12.1 Complaints relating to the Services provided by Bolster can be submitted in writing to Bolster via complaints@bolsterinsurance.com.

12.2 Bolster shall handle complaints in accordance with its internal complaints procedure. A copy of this procedure is available on Bolster’s website or can be provided upon request.

12.3 If the Client is not satisfied with the handling of the complaint, the Client may, if applicable, submit the complaint to the Dutch Financial Services Complaints Institute (Klachteninstituut Financiële Dienstverlening – Kifid), in accordance with the applicable rules and procedures of Kifid.

12.4 Access to the Dutch Financial Services Complaints Institute (Kifid) may be subject to eligibility criteria set by Kifid from time to time. Where the Client does not qualify to submit a complaint to Kifid, any disputes shall be resolved exclusively in accordance with Article 11 of these General Terms and Conditions.
 

13. Amendments
13.1 Bolster reserves the right to amend these General Terms and Conditions from time to time.

13.2 Any material amendments shall be communicated to the Client in advance via email, the Bolster platform, the website, or any other appropriate means.

13.3 Unless otherwise stated, such amendments shall take effect 30 days after the date of communication.

13.4 If the Client does not agree with the amended terms, the Client may cease using the Services prior to the effective date of the amendments.

13.5 Continued use of the Services after the effective date of the amendments shall constitute acceptance of the amended terms.

13.6 Amendments shall not affect any shipment, Policy or transaction already incepted prior to the effective date of such amendments, unless expressly agreed otherwise in writing.


14. Data Protection
14.1 Bolster processes personal data solely for the purpose of providing and administering the Services, including the arrangement and management of insurance coverage and the handling of claims, in accordance with applicable data protection laws and its privacy policy as published on its website.

14.2 Personal data may be shared with insurers, brokers and other parties involved in the provision of the Services, but only to the extent necessary for the performance of such Services.

14.3 Bolster shall take appropriate technical and organizational measures to protect personal data against unauthorized or unlawful processing and against accidental loss, destruction or damage.

14.4 The Client agrees that Bolster may communicate and provide information, including Policy documents, certificates, invoices and notices, by electronic means (including via the Bolster platform or by email), and that such electronic communications shall have the same legal effect as communications in paper form. Electronic copies and system records maintained by Bolster shall constitute prima facie evidence of their content and dispatch.


15. Sanctions 
15.1 Bolster shall not be required to provide any Services or arrange, maintain or continue insurance coverage where this would expose Bolster, any Insurer, broker or other involved party to any sanction, prohibition or restriction under applicable sanctions, laws or regulations.

15.2 Without limitation, no coverage shall be deemed to be provided and no payment shall be made where this would expose Bolster or any Insurer to any sanction, prohibition or restriction under applicable sanctions, laws or regulations.

15.3 The Client represents and warrants that it shall comply with all applicable sanctions, export control and trade restrictions laws and regulations, and shall not use the Services in connection with any prohibited or restricted activities, persons or territories.

15.4 The Client shall promptly inform Bolster of any circumstances which may result in a breach of applicable sanctions laws or may otherwise affect the provision of the Services.