Terms of service

1. Who we are

Mile Zero is a sole proprietorship (eenmanszaak) registered with the Dutch Chamber of Commerce (KvK) under number 42146211, VAT number NL005533809B54. You can reach us at info@milezero.art.

These Terms of Service apply to every order placed through milezero.art.

2. Our products

Every Mile Zero frame is made to order: a handmade, personalised route artifact based on the GPX file, colors, frame options and NFC destination you provide at checkout. Because each frame is produced specifically for you, small natural variations (in terrain relief, color, or material) between frames are normal and not considered defects.

3. Prices and payment

All prices shown are in euros and include VAT. Payment is processed securely through Shopify Payments; we accept iDEAL and major credit/debit cards. Your payment method is charged at the moment you place your order, since we begin preparing your digital proof immediately afterwards.

4. Order process and proof approval

After you order, we generate a digital proof of your frame based on the GPX file and options you provided. Production only starts once you approve this proof. You can request changes to the route, colors, text, or NFC destination up until the moment you approve the proof; once production has started, changes are no longer possible.

If you don't respond to a proof within 7 days, we may follow up by email before proceeding.

5. Delivery

We ship to the Netherlands and the rest of the EU, and to a number of countries outside it (including the United Kingdom, Switzerland, Norway, the United States, Canada, Australia, New Zealand, Japan, South Korea, Hong Kong, Singapore, Malaysia, Israel and the United Arab Emirates). The countries we deliver to, estimated delivery times and shipping costs are shown at checkout based on your delivery address. Production takes 5–7 business days after proof approval, unless stated otherwise on the product page; shipping time is added on top of this.

Risk of loss or damage during transit passes to you upon delivery. If your order doesn't arrive, please contact us at info@milezero.art so we can investigate with the carrier.

6. Right of withdrawal

Under EU consumer law, the standard 14-day right of withdrawal for online purchases does not apply to products made to the consumer's specifications or clearly personalised (Article 6:230p(c) Dutch Civil Code). Because every Mile Zero frame is produced using your own route, name, and chosen options, this exception applies to all our frames and custom designs, and orders cannot be cancelled or returned once production has started for this reason alone.

You can still request changes or cancel free of charge before you approve your digital proof — see Section 4.

Gift cards are not made to order, so this exception does not apply to them. You can cancel a gift card within 14 days of buying it, as long as it has not been used, fully or partly. Email info@milezero.art with your order number and we will refund the amount you paid to your original payment method. Once any part of a gift card has been used, it can no longer be refunded. Gift cards have no expiry date, can be used across more than one order, and cannot be exchanged for cash; any balance stays on the card. If you lose your code, contact us with your order number and we will help where we can.

7. Guarantee and complaints

If your frame arrives damaged, defective, or doesn't match your approved proof, let us know within 14 days of delivery at info@milezero.art with a photo of the issue. We will repair or remake it free of charge. This guarantee is in addition to, and does not affect, your statutory rights as a consumer regarding defective products.

If your NFC tag doesn't scan on arrival, or you'd like to update its destination later, contact us — see the FAQ for details.

We aim to respond to all complaints as quickly as possible.

8. Liability

We are liable for damage directly caused by a defect in your frame, in accordance with Dutch law. We are not liable for indirect damage, or for issues arising from incorrect information you provided when ordering (e.g. an incorrect GPX file or NFC destination link).

9. Intellectual property

The GPX file and route data you upload remain yours; we use them solely to produce and, where relevant, digitally preview your order. The design, layout, and templates used to produce Mile Zero frames remain our property. Map data used in production is © OpenStreetMap contributors; elevation data is © Copernicus / European Union and Terrain Tiles / Mapzen.

10. Privacy

We process your personal data (including your name, address, and route data) in accordance with our Privacy Policy, available at /policies/privacy-policy.

11. Applicable law and disputes

These Terms are governed by Dutch law. Any disputes will be submitted to the competent Dutch court, unless mandatory consumer protection law provides otherwise.