Hello, awesome person, and congratulations! You are among the select people reading this page. We applaud you for being the 0.1% who actually reads the terms and conditions you agree to. Please note that our terms and conditions are written in a judiciary fashion. This is just so that we make sure no bad guys can harm us and get away with it (and make it more troublesome and expensive for everyone).
We’re very reasonable people who want the best service for you. So please, if you have any questions, contact our customer support at [email protected], and we’d be happy to help!
Last updated: 10 August 2026
These Terms and Conditions apply when you use queal.com, create an account, place an order, or start or manage a Queal subscription. We have tried to make them practical and readable. If something is unclear, contact us at [email protected].
1. About Queal and these Terms
The website and online shop are operated by Queal B.V., Molenvaart 76, 1761 AL Anna Paulowna, the Netherlands, registered with the Dutch Chamber of Commerce under number 64524981 and VAT ID NL855703842B01. Further provider information is available in our Impressum.
These Terms apply to consumers and, unless we agree otherwise in writing, business customers. Mandatory rights that apply to you under consumer law are not excluded or limited by these Terms. Our Privacy Policy explains how we handle personal data.
2. Using the website and your account
You must provide accurate and current information when creating an account or placing an order. You are responsible for keeping your login details confidential and for activity carried out through your account, unless the activity results from something for which Queal is responsible. Please contact us promptly if you suspect unauthorised use.
You may use the website only for lawful purposes. You must not interfere with its security or operation, attempt to access another person’s account, introduce malicious code, scrape the website in a way that impairs the service, or use Queal’s content or systems to infringe another person’s rights.
3. Products and product information
We work to present product descriptions, ingredients, allergen information, nutrition information, images, prices and availability accurately. Packaging and formulations can change. Always check the label supplied with the product before use, particularly if you have allergies, intolerances or other dietary requirements. If the label materially conflicts with the website, contact us before consuming the product.
Queal products are foods and are not a substitute for individual medical advice. Follow the preparation and storage instructions on the packaging. Contact an appropriate healthcare professional if you have questions about whether a product is suitable for your individual medical or nutritional circumstances.
4. Orders and formation of the contract
Products displayed on the website are an invitation to place an order. By selecting the final purchase button at checkout, you submit a binding offer to buy the products in your order. You will receive an electronic acknowledgement after submitting it. The purchase contract is formed when we expressly accept the order or send the order confirmation, unless that message clearly states that it only acknowledges receipt.
We may decline or cancel an order before acceptance if a product is unavailable, payment is not authorised, delivery is not possible, the order breaches a purchase restriction, there is a reasonable concern about fraud or misuse, or the price or product information contains an obvious error. If we cancel after receiving payment, we will refund the affected amount.
Please review the checkout information carefully before submitting an order. Contact us promptly if you notice an error. We cannot always change an order after fulfilment has started.
5. Prices and payment
The checkout shows the applicable product prices, VAT, discounts, delivery charges and total price before you order. The available payment methods depend on your country and are shown at checkout. Payment is processed by the selected payment provider under any terms it presents to you.
If payment fails or is reversed, we may suspend fulfilment or a subscription and ask you to provide a valid payment method. This does not affect amounts already due under an accepted order.
6. Delivery
We deliver to the countries and addresses offered at checkout. Delivery costs and the estimated delivery period are shown before purchase. Unless we expressly agree a guaranteed date, delivery times are estimates. We will contact you if a material delay becomes known.
Please provide a complete and accessible delivery address. Additional costs caused by an incorrect address or an uncollected parcel may be charged where permitted by law and where the circumstances are attributable to you.
For consumer purchases, risk of loss or damage normally passes when you or a third party designated by you, other than the carrier, takes physical possession of the goods. Your mandatory rights for late, missing or damaged delivery remain unaffected.
7. Right of withdrawal and returns
Your statutory withdrawal right
If you are an EEA consumer buying online, you generally have the right to withdraw from the purchase without giving a reason within 14 calendar days after the day on which you, or a third party designated by you other than the carrier, receives the goods. If one order is delivered in separate parts, the period generally starts after receipt of the final part.
To withdraw, submit an unambiguous statement through the cancellation function made available on our website or account, use the model form at the end of these Terms, or email [email protected]. It is sufficient to send your notice before the 14-day period expires. Please include your name, order number and the products concerned so that we can handle the request efficiently.
After notifying us, return the products without undue delay and no later than 14 days after your notice to:
Queal c.q. Active Ants
Hoeschstraße 20
46284 Dorsten
Germany
Please include your order number or packing slip so that we can identify the return. Contact [email protected] if you need practical return instructions.
Return condition and exceptions
You may inspect a product as you would in a physical shop. You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
The statutory withdrawal right may not apply to goods that deteriorate or expire rapidly, or to sealed goods that are unsuitable for return for health-protection or hygiene reasons once their seal has been broken, where the applicable legal conditions are met and the exception was made clear before purchase. This does not affect your rights if a product is defective, damaged, incorrectly supplied or otherwise does not conform to the contract.
Refunds and return costs
Following a valid withdrawal, we will refund payments received for the returned products, including the cost of our least expensive standard delivery option where required by law. Additional delivery costs resulting from your choice of a more expensive method are not refundable. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever occurs first.
We will make the refund using the original payment method unless you expressly agree otherwise. You bear the direct cost of a withdrawal return unless we offered to cover it or failed to inform you of that cost before purchase. Queal covers reasonable return costs where goods are defective, damaged, incorrectly supplied or otherwise non-conforming.
Additional customer-service promise
If the statutory period has passed, you may still contact us. Any additional return, replacement or credit we offer is voluntary and does not reduce your statutory rights.
8. Subscriptions
When you select a subscription, the product page and checkout show the products, initial price, recurring price, delivery frequency and renewal interval before you order. By starting a subscription, you authorise us and the selected payment provider to collect the recurring amount at each renewal until the subscription is cancelled.
You can view and manage an active subscription through your Queal account or by contacting [email protected]. Available controls may include changing products or flavours, quantities, delivery interval, next renewal date, payment method and delivery address.
You may pause or cancel at any time before the next renewal order is processed. Cancellation stops future renewals but does not automatically cancel an order that has already been processed. Your statutory withdrawal and conformity rights may still apply to that order. We recommend making changes before the date displayed as the next renewal date.
If a selected flavour or product becomes unavailable, we may contact you to arrange a substitute, postpone the affected item or provide a refund. We will not knowingly substitute a materially different product without giving you an appropriate choice.
Subscription prices may change. We will provide reasonable advance notice before a new price applies to a renewal. You may cancel before the new price takes effect. A price change does not affect an order already accepted at the previous price.
9. Promotions and discount codes
Promotions and discount codes may have additional conditions, including eligibility, duration, product or country restrictions and limits on combination with other offers. Unless stated otherwise, a code has no cash value and cannot be applied retrospectively. Mandatory consumer rights are unaffected.
10. Intellectual property
Queal and its licensors own or license the website, trade marks, designs, text, photographs, graphics, software and other content. You may use the website for personal, lawful shopping and information purposes. You may not reproduce, commercially exploit or distribute protected content without permission or another valid legal basis.
11. Reviews, feedback and submissions
If you submit a product review or other content for publication, you confirm that it is based on your genuine experience, is lawful, and does not infringe another person’s rights. You grant Queal a non-exclusive, worldwide, royalty-free licence to host, reproduce and display that content for operating and promoting Queal. You retain ownership of your content.
We may moderate or remove content where reasonably necessary, including content that is unlawful, misleading, abusive, unrelated, contains personal data that should not be public, or breaches these Terms. We are not obliged to publish every submission.
12. Third-party services and links
The website can contain links to or functions supplied by third parties, such as payment, parcel-tracking or social-media services. Their own terms and privacy information apply when you use their services. Queal remains responsible for its own contractual and legal obligations and does not exclude responsibility where the law does not permit it.
13. Availability and liability
We may maintain, change or temporarily suspend parts of the website. We do not promise that every website function will always be uninterrupted or error-free. This does not affect an accepted order or any remedy you have under mandatory law.
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for intent, fraud, death or personal injury caused by negligence, or mandatory product and consumer obligations. Subject to that, Queal is responsible for foreseeable loss caused by its breach of contract or failure to use reasonable care. We are not responsible for loss caused solely by circumstances outside our reasonable control or by your failure to follow clear product, account or security instructions.
For a business customer, to the maximum extent permitted by law, Queal is not liable for indirect or consequential loss, loss of profit, revenue, business, opportunity, goodwill or anticipated savings. This business limitation does not apply to consumers.
14. Privacy
Our Privacy Policy explains what personal data we process, why we use it, the providers involved and your privacy rights. Cookie choices can be changed through the “Cookie settings” control in the website footer.
15. Complaints and consumer dispute resolution
If you have a complaint, contact [email protected] with your order details and a description of the problem. We will try to resolve it directly.
Queal is neither obliged nor willing to participate in dispute-resolution proceedings before a consumer arbitration body. This statement does not restrict your right to use a competent court or any mandatory consumer-redress route available to you.
16. Governing law and jurisdiction
These Terms and contracts with Queal are governed by Dutch law. If you are a consumer living in another EEA country, this choice does not deprive you of mandatory protections provided by the law of your country of residence. Any mandatory right to bring proceedings in the courts of your country of residence also remains unaffected.
17. Changes to these Terms
We may update these Terms when our products, website, business practices or legal obligations change. The version in force when we accept a one-off order applies to that order. For an active subscription, we will give any notice required before a material change takes effect. A change that legally requires your agreement will not apply merely because it was posted on the website.
18. Contact
Queal B.V.
Molenvaart 76
1761 AL Anna Paulowna
The Netherlands
Email: [email protected]
Telephone: +31 (0)10 669 0135
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You may send the same information by email to [email protected].
To: Queal B.V., Molenvaart 76, 1761 AL Anna Paulowna, the Netherlands, [email protected]
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
Order number:
Goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature, only if this form is submitted on paper:
Privacy Policy
Last updated: 10 August 2026
This Privacy Policy explains how Queal B.V. (“Queal”, “we”, “us” or “our”) collects and uses personal data when you visit queal.com, create or use an account, place or manage an order or subscription, receive email from us, or contact our support team.
1. Controller and contact
The controller responsible for the processing described in this policy is:
Queal B.V.
Molenvaart 76
1761 AL Anna Paulowna
The Netherlands
Chamber of Commerce (KvK): 64524981
VAT ID: NL855703842B01
Email: [email protected]
Telephone: +31 (0)10 669 0135
You can use the email address above for privacy questions and requests.
2. Personal data we process
Depending on how you use Queal, we may process the following categories of information:
- Identity and contact data: name, email address, telephone number, billing address and delivery address.
- Account data: login and account identifiers, preferences, saved details and account activity.
- Order and subscription data: products, quantities, prices, discounts, order status, delivery information, returns, refunds, subscription interval and subscription changes.
- Payment data: payment method, payment status, transaction identifiers and limited information returned by the payment provider. Queal does not receive your complete payment-card number.
- Communications: messages, attachments and other information you send to customer support, and our responses.
- Marketing data: newsletter choices, consent and opt-out records, campaign and automation history, and, where enabled and permitted, email opens, link selections and website visits associated with a known contact.
- Technical and usage data: IP address, device and browser information, language, referring page, pages viewed, timestamps, cookie identifiers, log records, and security or diagnostic information.
We normally obtain this information from you, from your use of the website, and from service providers involved in payments, delivery, marketing, security and support.
3. Why we use personal data
- Website, cart, checkout and accounts: to perform a contract or take steps at your request, and for our legitimate interest in operating the service.
- Orders, payments, deliveries, returns and subscriptions: to perform the contract and comply with tax, accounting and consumer-law obligations.
- Essential service messages: to perform the contract and keep you informed about the order, account, delivery or subscription you requested.
- Customer support and complaints: to perform the contract, respond to your request, meet legal obligations and manage claims.
- Security, fraud prevention and diagnostics: for our legitimate interests in protecting Queal and its users and, where applicable, to meet legal obligations.
- Newsletters and offers: with your consent, unless applicable law permits a limited existing-customer exception. You can object or unsubscribe at any time.
- Optional analytics, marketing cookies and contact-level tracking: with your consent. You can withdraw consent for the future at any time.
Where we rely on legitimate interests, we consider whether the processing is necessary and balance our interests against its impact on you. You may object as described under “Your rights”.
4. Website operation, logs and Cloudflare
When you visit the website, our systems and providers process technical request data to deliver pages, maintain the cart and account, diagnose errors, balance traffic, and protect Queal and its users. This can include your IP address, request time, page or file requested, referring page, browser and device information, response status and security signals.
Queal uses Cloudflare for content delivery, performance and website security. Cloudflare may process network and security data needed to provide those services. For more information, see Cloudflare’s Privacy Policy.
5. Accounts, orders and subscriptions
Our online shop uses WordPress and WooCommerce. We use information entered during account registration, checkout or subscription management to create and administer your account, process your order, arrange delivery, provide order history, manage recurring orders, handle returns and refunds, and comply with financial and consumer-law requirements.
If you abandon a cart or browse while identifiable to our systems, cart or browsing information may be used for service recovery or marketing only where the applicable legal requirements are met.
6. Payments
Payment is processed by the provider and method displayed at checkout. Depending on your country and selection, this may include Stripe or PayPal. We send the provider the information required to authorise, process and reconcile the payment, such as the amount, currency, order reference, contact details and billing information. The provider also processes information under its own legal responsibilities.
The exact methods available are shown before you place an order.
7. Fulfilment and delivery
We share the information needed to prepare and deliver your order with fulfilment providers, warehouses and parcel carriers. This normally includes your name, delivery address, contact details, order reference, parcel details and delivery instructions. A carrier may contact you about delivery and may provide tracking services under its own privacy notice.
8. Customer support
When you contact us, we process your contact details, the content of your request, relevant account or order information, attachments and our response history. If you use Queal’s hosted help centre or support forms, Freshdesk may process the request on our behalf. See Freshworks’ Privacy Notice.
Please do not send health information, complete payment-card details or other sensitive information unless it is necessary for us to handle your request.
9. Email, newsletters and ActiveCampaign
Queal uses ActiveCampaign as an email-marketing, automation and customer-journey platform and integrates it with WooCommerce. Depending on your relationship with Queal and the features used, ActiveCampaign may process your name and contact details, subscription and consent status, order and product information, cart activity, campaign history, delivery and bounce status, and interactions with our messages.
If ActiveCampaign site tracking is enabled after the required consent, a first-party identifier can be used to associate page visits with a known contact. If email-open or link tracking is enabled, we may learn whether a message was opened or a link was selected. We use this information to measure and improve communications and, where permitted, tailor marketing. You can refuse or withdraw website-tracking consent through the “Cookie settings” link in the website footer, and you can unsubscribe from marketing through the link in each marketing email.
ActiveCampaign acts as a processor for contact and campaign data Queal places in the service. ActiveCampaign may process data in the United States and other countries. We use an applicable approved transfer mechanism, such as the EU-US Data Privacy Framework where available and applicable, or the European Commission’s Standard Contractual Clauses. See ActiveCampaign’s Privacy Policy and Data Processing Addendum.
Unsubscribing from marketing does not stop essential messages about orders, accounts, deliveries or subscriptions. We may retain a limited suppression record so that we continue to respect your opt-out.
10. Cookies and similar technologies
Cookies are small files or identifiers stored on or read from your device. Similar technologies include local storage, pixels and tags. We use them in the following categories:
- Strictly necessary: required for security, language selection, the shopping cart, checkout, account login, load balancing and your privacy choices.
- Preferences: remember optional choices that are not essential to the requested service.
- Analytics: help us understand how the website is used and where it can be improved.
- Marketing: support campaign measurement, contact-level site tracking, personalisation or advertising.
We ask for consent before using non-essential technologies where consent is required. Rejecting optional technologies does not prevent you from shopping. You can accept, reject or change categories at any time through the “Cookie settings” link in the website footer. Your change applies from that point onward.
Necessary WooCommerce cookies can remember cart contents and maintain a customer session. The WordPress language tool can remember the selected language. ActiveCampaign site tracking uses a first-party identifier when enabled. The preference centre should show the current name, provider, purpose and duration of each live cookie or technology.
11. Google Tag Manager
We use Google Tag Manager to manage approved website tags. The container can load other technologies depending on the page and your consent choices. Optional analytics or marketing tags must not run before the relevant consent. The preference centre identifies the technologies currently deployed through the container.
Google may process technical data when Tag Manager is requested. Google Ireland Limited is the usual provider for users in the EEA. For more information, see Google’s Privacy Policy.
12. Who receives personal data
We disclose personal data only where needed for the purposes described above, where the law requires it, or where you direct us to. Recipients may include:
- website hosting, content-delivery, security and technical-maintenance providers;
- WordPress/WooCommerce service providers and account infrastructure;
- payment processors, banks and fraud-prevention providers;
- warehouses, fulfilment partners and parcel carriers;
- customer-support and communications providers;
- ActiveCampaign for email, automation and consented marketing or site tracking;
- Google Tag Manager and any consented service identified in Cookie settings;
- professional advisers, auditors, insurers, authorities or courts where necessary to meet obligations or establish, exercise or defend legal claims.
We do not sell personal data.
13. International data transfers
Some providers process data outside the European Economic Area. Where a destination is not covered by an adequacy decision, we use an approved safeguard where required, such as the European Commission’s Standard Contractual Clauses, and assess supplementary measures as appropriate. You may contact us for more information about the safeguard relevant to a particular transfer.
14. How long we keep personal data
We keep personal data only for as long as needed for the relevant purpose and then delete or anonymise it, unless a longer period is required to comply with law or deal with a claim. In particular:
- transaction, invoice and core accounting records are generally kept for seven years, or longer where a specific statutory rule applies;
- account and subscription data is kept while the account or subscription is active and for a limited period afterwards for support, fraud prevention and claims;
- support correspondence is kept for the period needed to resolve the request and handle related complaints or claims;
- marketing contact data is kept while you remain subscribed or while we otherwise have a valid reason to use it; a minimal suppression record may be retained after opt-out;
- cookie and consent records are kept for the duration shown in Cookie settings and as needed to demonstrate or respect your choice;
- security and technical logs are kept for a limited period based on operational and security needs.
We periodically review whether information is still needed.
15. Your rights
Subject to the conditions and exceptions in applicable law, you may:
- ask for access to your personal data;
- ask us to correct inaccurate or incomplete data;
- ask us to delete data;
- ask us to restrict processing;
- receive certain data in a portable format;
- object to processing based on legitimate interests;
- object at any time to processing for direct marketing;
- withdraw consent at any time for future processing.
To exercise a right, email [email protected]. We may ask for information needed to verify your identity. You may also complain to the supervisory authority where you live or work, or where you believe an infringement occurred. Queal’s lead supervisory authority is the Dutch Autoriteit Persoonsgegevens; information and complaint routes are available at autoriteitpersoonsgegevens.nl.
16. Automated decisions
We do not make decisions based solely on automated processing that produce legal effects or similarly significant effects for you. If this changes, we will provide the information and safeguards required by law.
17. Children
Queal’s online shop and marketing are not directed at children. If you believe a child has provided personal data to us without the required authorisation, please contact us so that we can investigate and take appropriate action.
18. Security
We use organisational and technical measures intended to protect personal data against accidental or unlawful loss, alteration, access or disclosure. No internet service is completely risk-free. Please use a unique password and contact us if you believe your account or personal data may have been compromised.
19. Changes to this policy
We may update this policy when our services, providers or legal obligations change. We will post the new version here and change the date at the top. If a change materially affects how we use personal data, we will provide additional notice where required.
20. Contact
Questions or requests about this policy can be sent to [email protected].
