Customer Terms & Conditions
Access to the site
Before buying any of our Products, you will need to:
- Login to an existing user account ("Account") providing your email address and password. This is done during the Checkout process of the site ("Checkout") OR
- Register for a new user account ("Account") by registering online during the Checkout process of the site ("Checkout"). If you choose to register with us, you will be asked to provide personal details including shipping address, postal address and payment details.
Although we will use all reasonable endeavors to provide you with access to our Website for so long as these Terms are in force, we make no promise that our Website will meet your requirements or is fault free. If a fault or error does occur please report it to us by email (firstname.lastname@example.org) and we will attempt to correct the fault as soon as we reasonably can. We may have to temporarily suspend the whole or any part of the Website to allow for repairs, maintenance or the introduction of new content or facilities. We will restore our Website after suspension as soon as we reasonably can.
You can order Products from us on our Website by completing the online order form at the Checkout or emailing your order to email@example.com. Receipt of the order does not constitute acceptance of your order which will take place only on dispatch of that order. Please note Products will not be dispatched until funds are cleared. Although we aim to dispatch Products in one consignment, sometimes this is not possible and we may need to dispatch Products separately. If so, our acceptance of the order in respect of each Product takes place when that Product is dispatched
Ordering from non-EU Countries and Import Duties
You can make a non-EU order on our website. Please help us and our delivery companies by taking extra care with the address details to ensure they are correct. Please note your goods may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You are responsible for payment of any such import duties and taxes. Platinum Health Europe has no control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order. Failure to pay these charges will result in your parcel being returned and a 25% restocking fee (of original invoice value) being applied to your order.
Please note that you must comply with all applicable laws and regulations of the country for which the goods are destined. PLATINUM HEALTH EUROPE will not be liable for any breach by you of any such laws.
Full details of prices are given in the Products section of our Website. You are responsible for payment of all taxes and duties in your local jurisdiction.
The price of the Product does not include the delivery charge nor does it included applicable taxes, both of which will be displayed at the Checkout.
Product and price information are both subject to change. If you make payment in a currency which is different to the currency of your Bank or credit card statements, then please note the price quoted may differ slightly from that charged to you due to currency fluctuations. We may need to review our prices if the cost of delivering the Products to you or if the cost of any resources or materials used by us changes, and such change is beyond our reasonable control.
Details on how to pay are set out in the Payment section on our Website. You agree that Platinum Health Europe may take commercially reasonable actions to validate your payment and account details. You will not be charged for items until they are ready to be dispatched. We will not dispatch the Product to you until we receive payment.
Our Website is provided without any warranties or guarantees. You must bear the risks associated with the use of the Internet. The services provided by this Website are provided on an "as is" and "as available" basis. We are not responsible to you if we are unable to provide the Website or any Products for any reason beyond our control.
Our Website may provide content from other Internet sites or resources and while we try to ensure that material included on our Website is correct, reputable and of high quality, we cannot accept responsibility if this is not the case. We will not be responsible for any errors or omissions or for the results obtained from the use of such information or for any technical problems you may experience with our Website. If we are informed of any inaccuracies in the material on the Website we will attempt to correct the inaccuracies as soon as we reasonably can.
Your exclusive remedy, so far as permitted by your local laws, (in respect of any claim for breach of contract, negligence or otherwise) in relation to the Products shall be limited to replacement of the relevant Product or a refund of the amount you have paid for the Product. Your statutory rights are not affected.
Neither you nor Platinum Health Europe will be responsible for any losses that the other suffers as a result of a breach of these Terms except those losses which are a foreseeable consequence of the breach. Neither party will be responsible for indirect losses which happen as a side-effect of the main loss or damage and which are not foreseeable by Platinum Health Europe and you (such as loss of profits or loss of data).
We want you to be 100% satisfied with our products. If you are not happy with the products, please contact Customer Service within 60 days of receipt of the package for our money back guarantee.
English Customer Service: Support@platinumeurope.biz
German Customer Service: firstname.lastname@example.org
If you receive a return label for a free product return from Customer Service, please attach it to the outside of the package.
Platinum Packs, Enrollment Packs and Business Packs must be returned in their entirety in good condition unless pre-approved by Platinum Customer Service for a partial return. Returns must be received at our warehouse within 60 days of the date the original package was received by the customer. Returns received past the 60 day window will be rejected unless prior approval for credit has been attained.
It takes approximately 2 – 3 weeks for returns to be processed. Please let us know whether you would like your refund returned to the credit card or to the bank account used to pay for the original. We cannot refund a credit card or refund to a bank account other than the one used on the original order. Please let us know up front whether the credit card used on the order or the bank account is still valid.
PLEASE NOTE: All non-EU shipments may be subject to special fees by the government of the country to which the product is being shipped and therefore once the package leaves our facility, non-EU customers are solely responsible for the shipping charges and customs clearance, duties and taxes, and any other associated costs. Please consult your local customs authority for your local tax and duty rate on nutritional supplements. It is also the responsibility of the customer to know which ingredients/products are, or are not, allowed to be imported into the destination country. Platinum is not responsible for having that information readily available. Please note that if a package is returned to Platinum as a result of a dispute with customs, the customer in question will be liable for the outbound and return shipping.
*Platinum reserves the right and has the responsibility to refuse any refund where there has been an abuse of our return policy. Platinum reserves the right to charge a 20% re-stocking fee for products. The guarantee applies only towards products. There is no guarantee on Enrollment Packs or business tools. All refunds are handled at the discretion of Platinum Healths' management. Please note that standard refunds will not include any shipping fees incurred by the customer. In the event of a Company error or the receipt of damaged goods, please call Customer Service for more information.
All orders ship during regular business hours. When choosing your shipping method please be advised of the following:
- Orders placed on the website will be shipped the next day.
- Orders placed by 8 PM CEST with Customer Service will be shipped the next day.
- Saturday Next Day Air shipments are only available to certain metropolitan areas by calling customer service. This is not a standard delivery service and the price will depend on the destination and weight of the shipment. Please check with Fed Ex to confirm service availability.
- Customs: Platinum is not responsible for any customs, conversion, or other fees associated with ordering from Platinum. Transactions are always processed using Euros. Platinum is not responsible for orders rejected by customs.
- Changes to your order after processing may cause delays within the shipping process.
You may not assign otherwise or transfer any of your rights or benefits under these Terms.
An electronic communication appearing to be from the e-mail address you supply to Platinum Health Europe establishes you as its’ originator and has the same effect as a document with your written signature on it. A copy of an electronic communication made by reliable means is considered to have the same validity as the original electronic communication.
If you breach these Terms and we ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach the Terms.
If any part of these Terms is found to be invalid by any court with competent jurisdiction the invalidity of that provision shall not affect the other provisions of these Terms which shall remain in full force and effect. No waiver or any provision of these Terms shall be effective unless it is made in writing.
Neither party will be considered liable for any delay or failure to perform its obligations under these Terms to the extent that such delay or failure is due to any cause or circumstance beyond that party's reasonable control and that failure or delay could not have been prevented or overcome by that party acting reasonably and prudently.
These terms shall be governed by and interpreted in accordance with the law of the Netherlands and the parties submit to the non-exclusive jurisdiction of the courts in the Netherlands in relation to any disputes arising out of or in connection with these Terms.
MANDATORY GUIDELINES FOR INDEPENDENT PLATINUM EUROPE DISTRIBUTORS
These guidelines apply as part of the Platinum Europe Distributor Agreement
Platinum Health Europe B.V. is referred to below as “Platinum,” “Platinum Europe” or “the company.” Independent, self-employed Platinum Europe Distributors are hereinafter designated “Platinum Distributors” or “distributors.”
Independent Platinum Europe distributors are obliged to always conduct their business in ethical, moral and professional terms. Platinum Europe requires all independent distributors in their organisation to comply with the letter and spirit of these principles in their business activities.
Responsibilities and Rights of the Independent Platinum Distributor
The task of independent Platinum distributors is to sell Platinum products and services. They can also make use of the bonus plan and sponsor new independent Platinum distributors in all those countries in which the company is present.
They are obliged in their contractual activities to comply with the provisions of the Platinum sales and marketing system as well as the instructions of the company, Platinum Europe, which serve the effectiveness and integrity of this system as well as the smooth and effective process of cooperation under the system.
The Distributor as an Independent Contractor
The independent Platinum distributor is a self-employed distributor, is not an employee or representative of Platinum and is not authorised to otherwise act on Platinum’s behalf. All the costs of the distributor’s business operations including taxes and insurance are the distributor’s responsibility. Independent Platinum distributors are not entitled to tie the company to any obligation. Every independent Platinum distributor is requested to arrange their working hours themselves and choose their own way of working, as long as they adhere to the company’s guidelines and instructions.
VAT Identification Number
If the distributor is subject to VAT, they must submit evidence that a VAT identification number has been issued to them, along with the application for a contract with Platinum.
Compliance with the Law
Every independent Platinum distributor must conduct their business in accordance with the laws, ordinances and other provisions of the country in which they are registered. They alone are responsible for complying with all the legal provisions applicable to them and their business.
Maintaining Status as a Distributor
Status as a distributor applies for I2 months from the date of registration at Platinum. For this status to remain active the distributor must make at least one purchase every 12 months. If they do not order any products from Platinum for 12 months, their distributor status becomes inactive. The distributor loses their independent distributor position at Platinum and the independent distributors in their downline shift up to the next active independent Platinum distributor. This rule does not apply to organisations that are non-profit generators.
If the distributor loses their active distributor status, they must purchase a new starter kit and submit a new distributor application in order to become an independent Platinum distributor again.
An independent Platinum advisor who wishes to sell a sales aid or service to another independent Platinum distributor, which is not sourced from Platinum but which supports the Platinum product or business opportunity, must first obtain written permission from Platinum. Any sale of this kind without Platinum’s written permission is strictly prohibited.
An independent Platinum distributor who personally sells literature, sales aids or services that relate to Platinum but are not derived from Platinum, may not induce or try to induce other Platinum distributors they have not sponsored personally, to buy or sell such literature, sales aids or services.
Independent Platinum distributors may sell products and services that are not derived from Platinum if they so wish. However, they may not exploit their knowledge of or connection with other independent Platinum distributors who they have not sponsored personally to promote or expand this other business. The recruitment of distributors not personally sponsored is strictly prohibited.
Only One (1) Distributor Position
Individual independent distributors may only hold one Platinum distributor position.
Spouses are regarded as contractors but they may also hold two distributor positions, if one spouse is sponsoring the other. The second distributor position may run under the spouse’s name or under a business name.
If two independent distributors operate their Platinum business independently of each other and decide to get married, they have the following options:
- The newly married couple may retain both organisations. Each distributor position keeps its previously sponsored lines.
- The newly married couple may sell one of the two organisations or transfer it to someone else (see Selling an Organisation).
- The newly married couple may simply give up one of the two organisations. In this case the next upline sponsor is given this organisation.
Dissolution of a Marriage or Partnership
If a couple who are jointly running a Platinum business divorces or separates, the Platinum bonuses will continue to be paid as prior to the divorce or separation, until Platinum receives a court judgement or a written notification, which both partners have signed and which establishes who retains the organisation and how future bonuses are to be paid.
In the event of a Platinum distributor’s death or incapacity, their claims for bonuses and rankings as well as their obligations as a sponsor are passed on to their legal successor, provided the latter has submitted a written application and presents all the required documents. The subsequent independent Platinum distributor must submit a distributor application and meet all the obligations. This may be an already registered Platinum distributor, as long as they follow the company’s policies and guidelines, especially the rule about only one distributor position.
Product Return in the Event of Termination by the Distributor
An independent distributor may terminate the Platinum distributor agreement at any time without giving reasons by notifying the company in writing. If the independent distributor has purchased products to place in storage while their distributor contract was still valid, they may return products they have purchased within the last 12 months that are in unblemished condition and re-sellable. They shall then be reimbursed at least 90% of the original purchase price for these products.
This buyback rule applies only to Platinum products currently on sale, which the independent distributor has purchased from Platinum. Independent distributors who have obtained any materials from someone other than Platinum should understand that the supplier of such materials may have to comply with a buyback agreement, and not Platinum. Independent Platinum distributors who decide to invest in products that are not sourced from Platinum are advised to include a buyback agreement at the time of purchase of these products. Platinum is not able to mediate in obtaining such a reimbursement.
Independent distributors who cancel their distributor agreement must wait six months before they can become distributors again.
It may be the case that Platinum discloses confidential information and data to the distributor during the course of their distributor contract. This may include lists of distributors, genealogical reports, business reports, financial information, manufacturer or supplier information, product information, commission or sales reports or other information, which Platinum designates as confidential. The distributor confirms by signing this agreement that this information is confidential and is disclosed to them by Platinum as strictly confidential. The distributor shall treat this information as strictly confidential and not notify, sell or forward it either directly or indirectly to third parties to use nor will they use this information to engage directly or indirectly in competition with Platinum. Upon expiry, non-renewal or termination of the distributor agreement, the distributor shall return all confidential information to Platinum without delay. This confidentiality agreement remains in force even after the end of the contractual relationship.
Platinum reserves the right to change the prices of its products and sales aids by giving reasonable notice.
Unfair Competition / Intellectual Property Rights
The company is solely responsible for the infringement of patent, copyright, trademark rights and third party copyrights, unless the distributor intervenes in the rights of third parties by means of arbitrary changes such as the labelling, presentation, design (including package inserts) of contractual products, product advertising and other significant elements of the Platinum sales and marketing system. Should the distributor be made liable in whatever form by a third party for infringements of such rights, the company shall reimburse the distributor’s costs required for their legal defence and shall support them in any possible legal dispute as far as possible – such as by making relevant documents and information available. Platinum shall in such cases also reimburse the distributor’s own dispute-related expenses and indemnify them in every respect.
Should the distributor be made liable under private or public law for a violation of the provisions of the law against unfair competition or provisions under public law (such as laws in relation to food, pharmaceuticals and advertising of medicinal products), where the reason for it lies either in properties of the products or in marketing methods specified by the company, the above paragraph applies correspondingly. In addition, the company shall compensate the distributor for any judicial or administrative penalties imposed on them due to a breach of such regulations.
Change of Contractual Terms and Instructions
If Platinum determines it is necessary to change or supplement certain regulations in these guidelines, the general terms of business and/or Platinum’s bonus plan, Platinum will notify the distributor in a timely manner by registered letter with the effective date of the new regulation. If the distributor objects to these changes, they have one month from receipt of the notification to object. Objections must be sent to Platinum in writing by registered letter. In the event that no agreement is reached, the company and the distributor shall terminate their contractual cooperation at the earliest possible termination date.
Platinum will always notify distributors in writing of any change or addition to the company’s instructions and explanations of the system, which relate to the implementation of Platinum’s sales and marketing system and are included in this paper or have been made known in some other way. Only in cases of special urgency will there be a notice period of less than two weeks.
The Distributor's Customers’ Statutory Right of Withdrawal
Based on the statutory provisions for direct sales and marketing, the distributor must provide their customers with cancellation instructions in writing with the following content as prescribed by law:
Cancellation Instructions: Right of Withdrawal
You may cancel your purchase/your order without having to give any reasons within two weeks of placing your order. You may cancel in writing (e.g. letter, fax, e-mail) or by returning any goods you have already received. Please send to Please send to:
Platinum Health Europe B.V.
3506 GK Utrecht
Fax: +43 1 205 9 332
Consequences of Withdrawal
In the event of cancellation, the benefits received by both parties are to be returned. Should you already have received goods, but have not been able to return them wholly or partly or only in deteriorated condition, you must compensate us for the value. This does not apply if the deterioration is due solely to inspecting the goods. You can avoid having to pay compensation if you do not use the items and refrain from doing anything that would adversely affect their value. All items should be returned at your expense and risk.
End of the Cancellation Instructions
The cancellation instructions can be handed out on an order form or a receipt or as a separate document.
100% Money Back Guarantee for Customers
The distributor is obliged to allow their customers the option to return any product within 60 days, if they are dissatisfied with the product for whatever reason. The customer in question then receives another product in exchange or the full purchase price less shipping costs. Platinum Europe shall compensate the distributor for the returned product as long as customer service receives the following from the distributor within 15 days:
- A signed confirmation with the customer name, address and phone number, the reason for the return and a receipt, which shows clearly that the customer has been reimbursed the full amount by the independent distributor.
- A copy of the invoice or receipt, which the customer has received or the appropriate credit card slip.
- The unused product in its original packaging or the rest of the product.
If the return is due to a product defect or a wrong delivery, the provisions of the Civil Code apply.
Prohibition of Sales on eBay
Platinum distributors are prohibited from selling Platinum products either directly or via third parties on eBay, Amazon.com or similar sales channels.
Chargeback of Commission and Bonus Payments for Returned Products
Platinum pays commissions and bonuses based on products sold. However, Platinum cannot pay any commissions on products that may have been sold but have then been returned in exchange for a refund of the purchase amount. Therefore, Platinum will debit the independent distributor’s account for the amounts already paid for commission or bonuses based on a product sale that is later reversed.
Waiver of Contractual Rights
If Platinum does not insist on strict compliance with contractual regulations which are stipulated in the documents Application and Contract, Mandatory Guidelines, the Bonus Plan and Instructions and Explanations of the System, this does not mean that these contractual provisions, instructions and explanations of the system no longer apply, unless an authorised representative of the company declares in writing that the contractual provision in question, instruction or explanation of the system is waived.
Applicable Law and Jurisdiction
The validity, interpretation and fulfilment of this agreement and the jurisdiction responsible for dealing with disputes are determined based on the law of the country in which the respective distributor conducts their business.
- These Mandatory Guidelines for Independent Platinum Europe Distributors, the Bonus Plan, the Distributor Agreement and the documents to which reference is made in these papers, constitute the entire basis for the contractual cooperation between the parties.
- In the event that Platinum determines that the parties’ common interest in continuing the company and its sales and marketing system and the protection of business interests of Platinum’s sales force makes it necessary to change or supplement certain regulations in this agreement or in Platinum’s organisational plan, Platinum shall notify the distributor in a timely manner by registered letter with the effective date of the new regulation. The distributor can object to the changes within one month of receipt of the notification. Objections must be sent to Platinum in writing by registered letter. In the event that no agreement is reached, Platinum and the distributor shall terminate their contractual cooperation at the earliest possible termination date. Necessary changes or additions to Platinum’s instructions, which relate to the implementation and integrity of Platinum’s sales and marketing system and are included in this document or have been made known in some other way are always announced in writing. Only in cases of special urgency will there be a notice period of less than two weeks.
- The independent distributor’s obligation to confidentiality (confidentiality clause) remains in effect even after termination or expiry of this contractual relationship.
Compliance with Instructions and Explanations of the System
The distributor is obliged in their contractual activity, which serves the sales and marketing of Platinum products and implementation of Platinum’s sales and marketing system, to strictly comply with the company’s relevant instructions and explanations of the system.
Instructions and Explanation of the System
GeneralThese Instructions and Explanations of the System are intended to be used for the proper and effective implementation of Platinum’s sales and marketing system as well as to preserve its integrity.
Platinum Identification Number (Platinum ID)
Independent, self-employed Platinum Europe distributors (referred to below as “Platinum distributors or distributors) who register by phone or on the Internet (www.platinumeurope.biz/Name or www.platinumeurope.biz/eu/Name) are automatically given a Platinum identification number (Platinum ID). Independent distributors who register by mail or fax are automatically given a Platinum ID if the distributor application has been received and has been accepted and processed. From this point on the Platinum ID is used for all correspondence and enquiries relating to the Platinum distributor.
Legal entities may become distributors if a distributor application and the articles of association are submitted, signed by the director or manager. Platinum considers up to two individuals as representatives of a legal entity.
Platinum will accept the dissolution of a legal entity if an agreement exists that is signed by all the representatives of a legal entity or if this information is provided by a public or legal body.
Guidelines for Individuals Without a Sponsor
If a customer presents a distributor application to Platinum and provides no information about who recommended the company to them or who they would like to have as their sponsor, they shall receive a customer number directly from the company (“orphan account”), be enrolled as a distributor and may place orders.
Platinum shall contact the customer and try to find out who recommended the company to them. If it turns out that a Platinum distributor recommended the company to the customer, this person shall be assigned to them as a sponsor.
If it turns out that no Platinum distributor has expressed a recommendation, Platinum shall select the person to be their sponsor within four weeks, based on who is geographically closest to them and who holds a ranking of Platinum team leader or a higher-qualified distributor. The former may accept this choice or designate a trusted distributor from their Platinum downline as a sponsor within four weeks.
A Sponsor’s Obligations
As a Platinum sponsor you are entitled to sponsor other individuals as Platinum distributors. Sponsors are responsible for:
- Initial training. It is important to make your Platinum distributor familiar with the products, the bonus plan and the guidelines for Platinum distributors. The most effective distributors will contact all their Platinum distributors regularly to make sure their sales training is efficient.
- The creation of accurate sponsorship and business documents.
- Compliance with the company’s guidelines. Sponsors must keep up-to-date with new guidelines and discuss them with their distributors to make sure they understand them.
Sponsoring a Prospect
If several Platinum distributors contact the same person, the independent Platinum distributor who the future distributor has selected first is considered the sponsor. The company reserves the right to settle any disputes and reach a final decision.
Change of Sponsor
Platinum is fundamentally opposed to any change of sponsor. A change of sponsor is allowed only in the following two cases:
- If sponsoring by the original sponsor has been carried out by unethical means. In such cases the company shall make the final decision.
- With the consent of the next six upline sponsors and Platinum’s executive board a sponsor may reassign a distributor to any other Platinum distributor.
Sale of an Organisation
A distributor who owns a Platinum organisation may sell their consultancy or even part of their consultancy under the conditions listed below. To retain the upline the organisation to be sold must remain at its original place in the organisation. Accordingly, the distributor must proceed with the sale as follows:
The first buy option is allocated to the sponsor who reserves the right during the entire sales negotiations to acquire the seller’s organisation, if they accept the price and the conditions of a fair offer by the seller.
The second buy option is allocated to the first upline sponsor (directly above the seller’s sponsor), who reserves the right during the entire sales negotiations to acquire the seller’s organisation, if they accept the price and the conditions of a fair offer by the seller. The third buy option is allocated to an outside party who
- Has enough experience in business activities so that they demonstrate a precise understanding of Platinum’s business;
- Understands Platinum’s corporate policies and shows a willingness to comply with them;
- Has sufficient resources to continue running the seller’s business and to guarantee the necessary training and support.
Platinum will only agree to a fair sale. Any sale whose aim is merely to transfer a rank is prohibited.
Breach of Corporate Policies and Guidelines
Any distributor who is aware of a breach of the corporate policies or the distributor agreement by another distributor should point out this breach to the distributor in question and explain the reasons for this regulation. Most breaches are due to a lack of information. If the distributor continues to break the rules, however, Platinum should be notified.
If the company takes any disciplinary action, this is considered final.
Confidentiality vis-à-vis Manufacturers and Suppliers
Platinum’s business relationships with its suppliers and manufacturers are part of the company’s good will and are confidential. The Platinum distributor may not contact a representative of a Platinum supplier or manufacturer either directly or indirectly except at an event sponsored by Platinum, which this representative attends at Platinum’s invitation. A violation of this rule may result in termination of the distributor’s position and possible claims for damages, if the business relationship with the supplier or manufacturer is impaired or if Platinum otherwise incurs damages.
Guaranteed Personal Advice
Platinum distributors may do business with occasional customers but the products may not be placed on display, freely accessible to be taken from shelves or in a shop window. When selling Platinum products a personal consultation has to take place.
Purchase and Sale of Products
If the distributor wishes to place products in storage, they may not stockpile more goods than they can normally sell or turn over within 30–60 days.
Dealing with the “Money Back Guarantee”
The distributor is responsible for dealing properly with the “money back guarantee” granted to their customers. They must comply with the following procedure in the process:
The distributor must reimburse the purchase price immediately.
They must endeavour to find out by asking the right questions regarding why the customer is not satisfied with the product. For example: “How much of it did you use? When did you use the product? Did you use the product regularly?" etc.
If the customer’s responses suggest that they have not used the product properly, the distributor must try to enlighten them on how to use it correctly.
The distributor shall return opened packs to Platinum in order to exchange them.
How to Deal with Product Returns and Exchanges
When dealing with any kind of product return or exchange, the distributor shall comply with the following steps:
- The distributor must determine with reference to the rules for return whether a return or exchange is possible.
- The distributor must request a return authorisation number (RA number) from customer service within 90 days of purchase of the product in question. Any product that is sent to Platinum without a prior goods return authorisation shall be returned to the sender.
- The RA number and the original order number shall be written and clearly visible on the outside of the package. The completed form for the return of the goods must be enclosed.
The distributor shall ship the returns as registered or freight forward so that in case of loss a tracking request may be issued.
Platinum is liable in the case of returns only for incorrect delivery or delivery of a defective product for the loss or damage of the returned goods.
Dealing with Product Orders
The distributor is advised to obtain accurate information from the Platinum catalogue, other product information sources and the pricelist about Platinum’s product range.
Orders are processed on the day on which Platinum receives them and the BV (commissionable volume) of a product applies for the month in which the order is received. (See the section on commission and bonus payments).
To order online, please note the valid instructions in this case.
Order by Post or Fax
The distributor shall use the Platinum order form and pricelist to calculate their order. The order form must be completed in full. In the event that the distributor has not granted power of attorney to Platinum to debit their account or their credit card, the distributor’s credit card number and expiry date or bank details must be provided. The distributor must then sign in the space provided if they wish to pay by direct debit or bank collection.
Order by Phone
Orders may be placed by phone on weekdays during the published opening hours.
If doing so, the distributor should have their order, their ID number and bank details on hand. In addition, if on the phone, they should also provide the delivery address, item numbers and the number of requested products.
A Back-Up Order is a monthly recurring order set-up by a Distributor which releases on the 21st of every month if a Distributor chooses not to purchase product orders totaling at least 50 BV by 6:59 AM Central European Time on the 21st of the month. An active Back-Up Order of 50 BV or more automatically qualifies a Distributor to be a Preferred Distributor.
Back-up Order Payment
It is the purchaser’s responsibility to ensure regular monthly payment for the Back-up Order delivery. Platinum is not responsible if the purchaser does not receive a product, a qualification or a payment because Platinum has not received the money for the Back-up Order due to insufficient or invalid information.
Back-up orders are valid for at least one month. After this time, the order may be changed, as long as the change is made 10 days before the next Back-up Order delivery date. The changes are then included in the next Back-up Order delivery.
There are several options to pay for an order: by cash, by credit card (Visa or MasterCard), by bank transfer in advance or by direct debit/bank collection.
Bank transfers, in addition to the amount payable for the ordered items, must also include the cost of postage and packing. The distributor’s name, address and phone number should also be provided to deal with any queries along with the order number, which the distributor has received from customer service.
If payment is by direct debit/bank collection, the distributor must issue an appropriate power of attorney to Platinum. This authorises Platinum to debit the amounts for any orders by the distributor from their bank account. A signed order form permits Platinum to deduct money from the designated account only for this one order.
If paying by credit card the amount is submitted for confirmation by the distributor’s credit card company before the order is processed. If the credit card company does not confirm the payment, Platinum shall contact the credit cardholder. If the payment cannot be processed promptly, the order is cancelled.
Orders cannot be executed on account or paid by cash on delivery.
Orders are delivered to a physical address. For an extra charge express delivery can be arranged. To facilitate delivery the precise address and phone number are required.
Shipping is normally carried out within 24 hours of receipt of an order, except for weekends and public holidays.
Platinum ships any products that are in stock. If a product cannot be supplied at the present time, it is treated as a not yet completed order or back order and the product is delivered to the distributor postage paid as soon as Platinum receives it. The personal qualification volume (PQV) of back orders is attributed to the distributor’s original order.
On receipt of the delivery the distributor must check the cartons thoroughly. Smaller packages are often located at the bottom of the carton so they are not always found immediately. The packaging material should only be discarded once the distributor has made sure that the delivery and invoice match. If a product that is listed on the invoice is not found, Platinum must be notified of this within 10 days of delivery.
If the distributor is notified of an unsuccessful attempt to deliver, they must contact the post office or parcel delivery service to arrange a new delivery date. If the distributor is unable to have the package delivered again or otherwise ensure its receipt, the package is returned to Platinum.
If the sum transferred to Platinum for an order does not match the payable amount, this is automatically regulated as follows:
In the event of underpayment Platinum shall notify the distributor. In this case the missing amount must be paid before the goods are delivered. In the event of overpayment the extra amount will be credited to the distributor.
Delivery Loss or Damage
In the event of external damage to a package the delivery service must be notified of this immediately, so that they can acknowledge the damage on the spot. Subsequent claims for shipping damages will not be accepted by delivery services and the post office.
If it turns out that the goods are damaged only when the package is opened, Platinum’s customer service should be notified in order to agree on further steps.
Promotion and Advertising
To advertise products and the business plan, only documents provided or approved by Platinum may be used. Any use of unauthorised advertising or marketing materials may result in termination of the distributor agreement.
Platinum distributors are not permitted to issue any medical or treatment-related statements in connection with Platinum products. If a distributor speaks about their own experience, it is important that they do not claim that the products in question have had a medicinal effect. If a customer has a medical problem, do nothing more than advise them to consult a doctor.
Relabelling or Repackaging of a Product
It is not permitted to relabel or repackage any of the company’s products.
The name Platinum Health Europe and the names of all Platinum products are registered trademarks, whose owner or licensee is Platinum Health Products, Inc. Only Platinum is entitled to manufacture and market products and literature under these brand names. The use of the Platinum name for products that have not been manufactured by Platinum is prohibited.
The company name, the brand names or the name of the proprietor, of senior executives, members of the board, employees or other professionals who work in close association with Platinum, may not be used in any form for advertising purposes without the company’s written consent.
Copyright Protected Materials
The copyright to all Platinum literature and materials is held by Platinum. These materials may not be duplicated or reprinted without written permission. Official business cards, letterhead and stationery bearing the Platinum name and logo may be ordered from Platinum. Any business cards, letterhead and literature the distributor uses must include the words “Independent distributor” wherever they may be used in association with Platinum.
Platinum distributors may not use the name Platinum Health Products® or the names of Platinum products without Platinum’s express written approval either on the radio or television or at any other public events for the purpose of advertising Platinum or Platinum products. Distributors may not produce any electronic or other recordings of Platinum events or speeches for sales purposes without prior written permission. Platinum’s audio and video materials may not be duplicated for sales purposes or for personal use.
As independent entrepreneurs Platinum distributors may advertise their business in print advertisements, provided that they comply with the law. No approval by the company is required for this, if the company’s name or product names are not used and no medical statements are made about the company’s products.
Distributors are entitled to advertise their business at trade fairs. However, Platinum products must always be presented in a professional manner and the company must approve the use of its name and brand names on posters and banners, etc. Approval must be obtained at least two weeks before the fair.
A distributor may not describe themselves or answer the phone in such a way that might give the impression that they are an official representative of Platinum. The use of email addresses, websites or other electronic media may not create this impression either.
Statements About Income From Working as a Distributor
An independent distributor may not make any false or misleading statements about the income potential from working as a Platinum distributor. Any statement in relation to income or sales figures must be based on documented facts and verifiable average figures.
Third-party Materials and Products
Only Platinum products and materials, which the company has approved, may be sold or displayed at official Platinum events, at seminars or private presentations.
Given the increasing public interest in Platinum Europe, it is to be expected that the media will also contact Platinum distributors. In this case, contact should be made immediately with Platinum’s marketing department. No distributor is entitled to make any statement or comment to the media about the company, its employees, other independent distributors, Platinum’s sales and marketing system and/or its methods or products and as such go beyond the content approved by Platinum or issued in the company’s press releases. This ruling is intended to ensure a positive and consistent image. Any advertising in the media apart from the abovementioned print ads is not permitted without the company’s prior written permission.
Any breach of the company’s corporate policies and guidelines by a distributor may be grounds for terminating the distributor’s position. The distributor is liable for damages that occur through the misuse of brand names and materials which are owned by Platinum.
Domain Names, URLs, Email Addresses and Search Engines
Independent distributors are not permitted to include the company name and the company’s brands and product names, the proprietor’s name, the names of senior executives, members of the board and professionals who work closely with Platinum, including similar names that may lead to confusion, wholly or partly in domain names, URLs or email addresses. The distributor must ensure that key terms in search engines match the applicable contractual provisions and instructions (see Misleading Customers above).
Platinum Website for Distributors
To build a strong business, an excellent website may be helpful. Any flourishing business should have presence on the web.
We at Platinum are proud of the fact that we offer our independent distributors a modern website free of charge. This is only one of many ways in which we demonstrate our commitment to supporting distributors in developing their Platinum business.
Platinum websites for distributors include approved information about Platinum as a company, its products and Platinum’s business. All the images and information that relate to Platinum and its products and can be found on Platinum websites for distributors are copyright protected and Platinum reserves the rights to these images and information.
Platinum websites for distributors belong to Platinum and are available for the distributor's use. The liability for these websites lies with Platinum.
Platinum distributors may have their own personal website to present themselves and promote their business. Platinum distributors are not permitted on these websites to use product names, the names of executives of the network and the company, the names of medical disorders and other terms, the mention of which is contradictory to the Mandatory Guidelines, Instructions and Explanations of the System, for entry in search engines or as a meta-name.
All images and information in relation to Platinum and its products are copyright protected and Platinum reserves the rights to these images and information.
Distributors may use the official product descriptions, media reports, images and scientific studies on the publicly accessible area of the Platinum website for personal or other independent websites but not the Wellness Insider, not even as excerpts. The texts extracted from the official Platinum website and published in any personal or independent website may under no circumstances be rewritten, misleadingly abridged or otherwise changed.
It must be emphasised here that Platinum accepts no liability for personal or independent websites, not even for texts officially published by Platinum. The responsibility lies solely with the owner of the personal or independent website.
Distributors may not use product descriptions, media reports, images, scientific studies and other content on the Platinum website area accessible only to Platinum distributors for personal or other independent websites.
The personal website of a Platinum distributor or other independent websites may not contain any medical statements about Platinum or other nutrition supplement products or describe any personal medical experiences after using Platinum products.
A Platinum distributor may not misrepresent the potential income or the amount of time and effort required to develop a Platinum business from home.
The company reserves the right to request from the distributor or their Internet service provider that content of any website which is associated in any way with Platinum, its products or Platinum’s consultancy activity be removed within five days, if the company establishes that this content is detrimental to its name, its brand names (trademarks), its copyright, its business plan or sales and marketing system.
Linking a Personal Website to a Distributor's Platinum Website
Only independent Platinum distributors may link a personal website to the official Platinum website or a Platinum website for distributors.
Platinum distributors may link a personal website to their Platinum website for independent distributors, as long as their personal website is compatible with Platinum policies, contractual provisions and instructions.
Spam Emails, Internet Bulletin Boards, Newsgroups and Chat Rooms
Distributors are strictly forbidden from sending out spam emails to promote Platinum products and/or their business activity with Platinum. This also applies to messages that allude to the company or its products without mentioning them specifically.
Spam or harassing emails include:
- Emails to unknown recipients, who have no relationship with the company, without their prior consent;
- Emails without a sender and without the recipient’s prior consent;
- Emails to specific newsgroups or bulletin boards, which deal with health or business information.
Distributors who participate in chat rooms do so at their own risk and are responsible for any statements they make there. They should be aware of the policies in relation to medical statements and statements about the products and potential income during their chat room sessions.
Violations of the abovementioned guidelines may result in cancellation of the agreement.
Definition of Terms
A distributor is considered active if they have purchased at least one Platinum product within 12 months. The primary task of Platinum distributors is to sell or arrange to sell Platinum products and services. In addition, they can do organisational work, utilise the bonus plan and sponsor new distributors in all those countries in which Platinum is represented.
Bonuses and Commissions
Payment for the results of the distributor’s organisational work (teamwork) in accordance with the company’s bonus plan is based on the distributor’s rank and the qualification requirements met in the respective billing month.
Business Volume (BV)
The point value assigned to each product that counts toward a distributor’s Personal Volume Qualification and used to calculate commissions. Sales aids have no BV, unless indicated as so in official Platinum publications.
Company This term is used in the Platinum distributor agreement, the Mandatory Guidelines, Instructions and Explanations of the System, as well as in the literature for Platinum Health Europe B. V.
The corporate policies of Platinum Europe are summarised in the documents Mandatory Guidelines and Instructions and Explanations of the System.
The Distributor price is the price that Distributors pay for Platinum products and sales aids. The Distributor price is normally equivalent to the recommended retail price minus a 30% discount.
The distributor’s entire team is designated as the downline. These are all customers and distributors who have come to Platinum directly through them and their customers and distributors, etc.
The term first line refers to a distributor’s first line, i.e. a distributor on their first downline level.
Group Commission Volume (GCV)
The entire BV of the products that a distributor has purchased within a month, plus the BV of products that their personal, preferred and Back-up Order customers have purchased.
Levels are referred to as the elements of a distributor’s downline grading, in which other distributors of this downline are positioned, for example, at “first level,” “second level,” and so on. A more detailed explanation is included in section IV Bonus Plan.
Customer’s discount increases 5% every month of consecutive ordering up to a maximum of 20%. If Customer does not order in a month, the discount decreases 5% to a minimum of 0%. Example: Customer orders in January (0% off) and February (5% off) and March (10% off) and April (15% off), but then does not order in May … an order in June will be at 10% off (5% lower than April since there was no order in May).
All distributors who are directly sponsored by a distributor as well as all their distributors and so on. For example, A sponsors B, who in turn sponsors C, who sponsors D, who in turn sponsors E - in this case B, C, D and E are in A’s organisation.
All the distributors in the downline organisation of a distributor for which the latter can receive bonuses.
A distributor’s personal group consists of all the customers to whom they sell products personally.
Personal Qualification Volume (PQV)
The entire volume of qualifying products, which a distributor has purchased within a month.
An individual or business entity that purchases a Starter Kit and follows the Platinum Policies & Procedures is a Platinum Distributor. When a Distributor activates a Back-Up Order of 50 BV or more, this Distributor becomes a Premium Distributor and receives an additional product discount (up to 10% more savings) in exchange for the Back-Up Order commitment.
A distributor who has purchased a starter kit.
Profit from the Resale of Products (Resale Markup)
The difference between the distributor price and price the distributor charges for products they sell directly to a customer.
The rank you can reach in accordance with the Platinum bonus plan.
The recommended resale price is the price proposed for a Platinum product.
The sponsor is usually the person who contacts the new prospect first and has actively supported them in becoming a Platinum distributor. A new distributor is entered at the sponsor’s first level and becomes part of the sponsor’s organisation.
Information, promotional and order documents for the newly independent Platinum distributor.
The sponsor of an independent distributor, the sponsor of the sponsor and so on. The upline shall jointly support the distributors’ business development.
60 Day Guarantee
If you are dissatisfied with any Platinum Product for any reason you may return the unused portion for a full refund no questions asked. Please email our customer service email@example.com for details at any time.