Employee Handbook PDF

FOREWORD
Dear bol.com employee,
This is the 2014 Employee Handbook. The Employee Handbook contains information
about the schemes relating to your legal status and employment conditions as an
employee of bol.com. The Employee Handbook also contains arrangements with respect
to for instance working conditions, the workplace and communications.
The Employee Handbook consists of the following parts:

- Part I Employment conditions
- Part II Occupational Health and Safety
- Part III Office & workplace
- Part IV Communications
- Part V Human Resources
Everywhere the terms "employee" and "he" are used in this Employee Handbook, they
naturally also include "female employee" and "she".
We hope this Employee Handbook will provide you with sufficient information. If you have
any questions and/or comments, please pass them on to your manager or the Human
Resources department.
Kind regards,
Daniel Ropers
General Manager
Employee Handbook 2014 2

THE BOL.COM COMPANY
Within a relatively short period, bol.com has succeeded in becoming the market leader in
online sales of for instance (digital) books, CDs, DVDs, software, games, toys, white
goods and electronics (such as MP3 players, digital cameras, notebooks and mobile
telephones). In 2013, 3 new categories were added, namely Pets, Garden & DIY, Living
and Leisure. Bol.com offers visitors access to about 7 million items including Dutch,
International , Digital and 2nd hand books, CDs, DVDs & Blue-rays, toys, games and
gaming hardware products, baby products and electronic products such as white goods
and computer products.
History
The bol.com company was officially incorporated by the German media group
Bertelsmann AG on 4th of November 1998. As part of the DirectGroup division,
Bertelsmann then established and notably expanded its e-commerce activities in Europe.
Due to a strategy change at the Bertelsmann AG DirectGroup, it was decided in

September 2002 that e-commerce no longer formed part of the DirectGroup’s core
business. They announced the sale of bol.com. In 2003, bol.com was taken over by the
German companies Verlagsgruppe Weltbild, Holtzbrinck Ventures and T-Venture. In late
December 2006, T Venture decided to sell its shares to the other two German
shareholders Verlagsgruppe Weltbild and Holtzbrinck Ventures.
In December 2008, Verlagsgruppe Weltbild and Holtzbrinck Ventures announced their

intention to sell bol.com and on 23 June 2009, after a strenuous sales process, a new
buyer came forward, Cyrte Investments. A year later, NPM Capital joined.
Shareholders
Bol.com has been a full-fledged subsidiary of Ahold since the spring of 2012.
Although bol.com is part of Ahold, it does hold a special position within the Ahold
organisation. Bol.com is the only subsidiary that reports directly to the board. This
situation was a conscious decision, especially to ensure that bol.com can maintain its own
identity, which was important to both parties.
Organisation
In early 2014, more than 573 employees worked for bol.com. The organisational chart
containing all bol.com departments and employees is available on the intranet and can
also be obtained from the Human Resources Department.
The board currently consists of:

- Daniel Ropers General Manager
- Huub Vermeulen Operations & Fulfilment Director
- Jurrie van Rooijen IT Director
- Marijn de Wit Financial Director
- Michel Schaeffer Marketing Director
- Thomas Nowak Buying & Merchandising Director

Works council
Every company with at least 50 employees is required to establish a Works Council (WC).
This is stated in the Works Council Act (WOR);
The council members are elected every two years through a (sub) election.
The works council of bol.com consists of the following employees:
- Martin Despinois
- Teun Jaspers
- Manfred van Nieuwpoort (Chairman)
- Martijn Renkema
- Marianne Swank-Versteegh (Secretary)
- Menno Verschuren
- Ruben Bardok
- Joris Bosboom
- Roland de Jong
The WC forms the link between management and the employees, and contributes to a
healthy and balanced organisation. The WC represents the employees in its consultations
with management and, in addition to its internal consultations, it conducts periodic
consultations with the Director of bol.com (Daniel Ropers).

FOREWORD ...................................................................................................................................................... 2
THE BOL.COM COMPANY ................................................................................................................................. 3
PART I EMPLOYMENT CONDITIONS ........................................................................................................... 8
1. EMPLOYMENT .............................................................................................................................................. 9
1.1 GENERAL INFORMATION .................................................................................................................................9
1.2 EMPLOYMENT CONTRACT...............................................................................................................................9
1.3 CHANGES .....................................................................................................................................................10
1.4 ANCILLARY ACTIVITIES ................................................................................................................................10
1.5 INTELLECTUAL PROPERTY ............................................................................................................................10
1.6 TRIAL PERIOD FOLLOWING APPOINTMENT ....................................................................................................11
1.7 TERMINATION OF THE EMPLOYMENT CONTRACT ..........................................................................................11
2. REMUNERATION......................................................................................................................................... 13
2.1 SALARY AND SALARY PAYMENT...................................................................................................................13
2.2 JOB CATEGORY STRUCTURE & PAYROLL SYSTEM .........................................................................................13
2.3 BONUS SCHEME ............................................................................................................................................14
2.4 HOLIDAY ALLOWANCE .................................................................................................................................15
2.5 OVERTIME ....................................................................................................................................................15
2.6 ASSESSMENT SYSTEM ...................................................................................................................................15
3. WORKING HOURS ....................................................................................................................................... 16
3.1 STARTING TIMES...........................................................................................................................................16
3.2 WORKING HOURS .........................................................................................................................................16
4. HOLIDAY AND LEAVE .................................................................................................................................. 17
4.1 HOLIDAY SCHEME ........................................................................................................................................17
4.2 LEAVE REGISTRATION VIA ESS ....................................................................................................................18
4.3 ACCRUAL OF HOLIDAY ENTITLEMENT DURING ABSENCE ..............................................................................18
4.4 REGISTERING HOLIDAYS DURING ILLNESS ....................................................................................................18
4.5 SPECIAL LEAVE ............................................................................................................................................18
4.5.1 Extraordinary leave .............................................................................................................................19
4.5.2 Emergency leave ..................................................................................................................................20
4.5.3 Short term care leave ...........................................................................................................................20
4.5.4 Maternity leave ....................................................................................................................................20
4.6 UNPAID LEAVE .............................................................................................................................................21
4.7 PARENTAL LEAVE .........................................................................................................................................22
4.8 LONG-TERM CARE LEAVE .............................................................................................................................22
5. POSITION ................................................................................................................................................... 23
5.1 JOB DESCRIPTION ..........................................................................................................................................23
5.2 CHANGES .....................................................................................................................................................23
6. ILLNESS & WORK DISABILITY ..................................................................................................................... 24
6.1. REGULATIONS REGARDING SICK REPORTS AND NOTIFICATIONS OF RECOVERY............................................24
6.2 COMPANY DOCTOR .......................................................................................................................................24
6.3 INCOME DURING ILLNESS/WORK DISABILITY ................................................................................................24
6.4 RETURN TO WORK FUND (WHK) PREMIUM ..................................................................................................25
7.1 TRAVEL ALLOWANCE...................................................................................................................................26
7.2 RELOCATION FEE .........................................................................................................................................26
7.3 PARKING ......................................................................................................................................................27
8. LEASE CAR SCHEME .................................................................................................................................... 28
9. PENSION ..................................................................................................................................................... 29
9.1 PENSION FUND FOR THE RETAIL TRADE .......................................................................................................29
9.2 PENSION EXCESS SCHEME .............................................................................................................................29
9.3 DEATH ..........................................................................................................................................................30
10. INSURANCE............................................................................................................................................... 31
10.1 GROUP CAR INSURANCE .............................................................................................................................31
10.2 GROUP ACCIDENT INSURANCE ....................................................................................................................31
10.3 HEALTH INSURANCE ...................................................................................................................................31
10.4 WIA ADDITIONAL INCOME INSURANCE ......................................................................................................31
11. OTHER FACILITIES AND BENEFITS ............................................................................................................. 32
11.1 STAFFDISCOUNT .........................................................................................................................................32
11.2 STUDY COSTS .............................................................................................................................................32
11.3 BICYCLE PLAN ............................................................................................................................................33
11.4 BUSINESS BENEFITS ....................................................................................................................................33
11.5 POLICY REGARDING GIFTS, INCENTIVES AND EVENTS .................................................................................33
11.6 STAND-BY DUTY SCHEME ...........................................................................................................................34
11.7 ANNIVERSARIES .........................................................................................................................................34
11.8 LEASE CAR - OPTION SCHEME .....................................................................................................................35
PART II WORKING CONDITIONS............................................................................................................... 36
12. WORKING CONDITIONS ............................................................................................................................ 37
12.1 WORKING CONDITIONS POLICY: A MUTUAL RESPONSIBILITY ......................................................................37
12.2 ER ..............................................................................................................................................................38
12.3 REPORTING AN EMERGENCY .......................................................................................................................38
12.4 EVACUATION ..............................................................................................................................................39
12.5 INSTRUCTIONS IN CASE OF FIRE ..................................................................................................................39
12.6 INSTRUCTIONS IN THE EVENT OF ACCIDENTS AND INJURIES ........................................................................39
12.7 VDU WORK ................................................................................................................................................41
12.8 INAPPROPRIATE CONDUCT ..........................................................................................................................41
12.9 ALCOHOL AND DRUGS POLICY ....................................................................................................................42
PART III OFFICE AND WORKPLACE ............................................................................................................ 43
13. OFFICE FACILITIES ..................................................................................................................................... 44
13.1 RECEPTION .................................................................................................................................................44
13.2 OFFICE SUPPLIES ........................................................................................................................................44
13.3 COFFEE/TEA/SOFT DRINKS/FRUIT ................................................................................................................44
13.4 RESTAURANT..............................................................................................................................................44
13.5 CLEANING ..................................................................................................................................................44
13.6 SMOKING ....................................................................................................................................................44
13.7 BICYCLE PARK ............................................................................................................................................44
13.8 GYM & SHOWERS .......................................................................................................................................44
13.9 FUN ROOM AND BAR ...................................................................................................................................45
13.10 LIBRARY ...................................................................................................................................................45
14. OFFICE ACCESS .......................................................................................................................................... 46
14.1 OFFICE ACCESS ...........................................................................................................................................46
14.2 WHAT HAPPENS IN CASE OF AN ALARM?.....................................................................................................47
14.3 ABSENCE ....................................................................................................................................................47
15. THE WORKPLACE ...................................................................................................................................... 47
15.1 HANDLING CONFIDENTIAL INFORMATION ...................................................................................................47
15.2 THE NETWORK ............................................................................................................................................48
15.3 USING EMAIL AND THE INTERNET ...............................................................................................................48
15.4 ELECTRONIC CALENDAR .............................................................................................................................49
15.5 SECURITY ...................................................................................................................................................50
15.6 FRAUD AND THEFT .....................................................................................................................................50
15.7 CCTV MONITORING ...................................................................................................................................50
PART IV COMMUNICATIONS ..................................................................................................................... 52
16. INTERNAL COMMUNICATION AND INFORMATION ................................................................................... 53
16.1 CORPORATE IDENTITY ................................................................................................................................53
16.2 INTRANET ...................................................................................................................................................53
16.3 TELEPHONE ................................................................................................................................................53
16.4 OFFICE COMMUNICATOR ............................................................................................................................53
16.5 MAGAZINES ................................................................................................................................................53
16.6 TEAM MEETING ..........................................................................................................................................53
16.7 PARTY PLANNING COMMITTEE ...................................................................................................................54
17. EXTERNAL COMMUNICATIONS ................................................................................................................. 55
17.1 VISITS.........................................................................................................................................................55
17.2 EXTERNAL REQUESTS AND PRESS ...............................................................................................................55
17.3 CONFIDENTIAL INFORMATION ....................................................................................................................55
17.4 SOCIAL MEDIA ............................................................................................................................................55
17.5 AHOLD CODE OF CONDUCT ........................................................................................................................57
PART V HUMAN RESOURCES DEPARTMENT ............................................................................................ 58
18. HUMAN RESOURCES DEPARTMENT .......................................................................................................... 59
18.1 INTRODUCTION DAY FOR NEW EMPLOYEES.................................................................................................59
18.2 DEPARTMENT OUTING / DEPARTMENT DINNER ...........................................................................................59
18.3 REPORTING CHANGES .................................................................................................................................59
18.4 EXIT INTERVIEW .........................................................................................................................................59
18.5 TESTIMONIAL .............................................................................................................................................59
18.6 EXPENSE CLAIMS ........................................................................................................................................60
18.7 PERSONAL DATA PROTECTION ACT ...........................................................................................................60
18.8 COMPULSORY IDENTIFICATION ACT ...........................................................................................................60
ANNEXES ........................................................................................................................................................ 61
ANNEX 1 JOB CATEGORY STRUCTURE, SALARY SYSTEM & RSP TABLE..............................................................62
ANNEX 2 SICK REPORT PROCEDURE ...................................................................................................................64
ANNEX 3 BICYCLE FOR COMMUTING ..................................................................................................................66
ANNEX 4 MOBILE TELEPHONE SCHEME ..............................................................................................................68
ANNEX 5 COMPUTER SCHEME ............................................................................................................................69
ANNEX 6 POLICY REGARDING GIFTS, INCENTIVES AND EVENTS .........................................................................70
ANNEX 7 AHOLD CODE OF CONDUCT ................................................................................................................72

PART I EMPLOYMENT CONDITIONS

1. EMPLOYMENT
1.1 General information

Together with the signed contract, the Employee Handbook serves as the basis for the
employment relationship between the employees and bol.com B.V., hereinafter referred
to as bol.com.
In the following pages employees will find detailed information about:

- important clauses in the employment contract;
- (legal) provisions pertaining to the employment contract;
- bol.com’s house rules.
In cases not included in this Employee Handbook, the provisions of Dutch law apply.
Consultations are to be conducted with the Human Resources Department.
The Employee Handbook constitutes part of the individual employment contract. In the
event that the contents of the Employee Handbook differ from the provisions in the
individual employment contract, the contents of the individual employment contract shall
prevail. Upon signing the individual employment contract, the employee receives a copy
of the Employee Handbook and declares to be familiar with and to agree to the contents
of the Employee Handbook. Bol.com and its employees shall comply with the provisions
and arrangements contained in the Employee Handbook following criteria of
reasonableness and fairness.
Disputes regarding the contract and/or the Employee Handbook will be submitted to the
competent court in Utrecht.
Bol.com reserves the right to unilaterally amend labour law matters contained in the
Employee Handbook if there is a serious reason to do so, such as amended (tax)
legislation and/or in connection with serious economic conditions. Being able to change
these matters unilaterally enables necessary adjustments to the working conditions to be
introduced quickly, without bol.com being required to conduct consultations with each
employee individually. This does not alter the fact that any significant changes will first
be submitted to the Works Council by bol.com management. Subsequently, depending on
the submitted changes, the WC either has the right to be consulted, or the changes are
subject to the approval of the WC.
1.2 Employment contract

An employment contract is an agreement under which the employee undertakes to
perform work for the employer against a salary. Upon the commencement of the
employment of full-time or part-time employees, both for a definite and an indefinite
period, an employment contract is drawn up in writing and signed by both parties for
approval.
This employment contract will in any event state:

- the date of commencement of the employment;
- the nature of the employment (definite period or indefinite period) and the agreed
working hours (full-time or part-time);
- possible trial period;
- notice period;
- name and description of the position;
- job category:
- gross monthly salary at the start of the employment;
- salary grade;
- competition clause if applicable;
- possible arrangements that deviate from the Employee Handbook;
- employment conditions associated with the position to the extent that they cannot be
deduced directly from the Employee Handbook, of which every employee receives a
copy.
In the event of an amendment to the employment contract, the employee will also
receive a written confirmation of the amendment (e.g. change in hours, change of
position). The amendment contains the date of the amendment, the revised salary if
applicable and the amended employment conditions that cannot be deduced directly from
the Employee Handbook.
1.3 Changes
The employee shall immediately notify the Human Resources Department (via ESS) of
the following changes:
- marital status (marriage, divorce, cohabitation contract);
- name;
- family composition;
- address / telephone number;
- travel distance;
- IBAN and BIC code;
- any other information which may be relevant for the employee or for bol.com.
Consequences of a failure to do so will be for the account and responsibility of the

employee.
1.4 Ancillary activities

As long as the employee is employed at bol.com, he shall not perform any paid or unpaid
ancillary activities without prior written consent of bol.com. The same rules apply to
publications and lectures, which may involve the interests of bol.com.
Bol.com may attach conditions to its permission. Failure to comply with this provision by
the employee may constitute a serious cause for dismissal with immediate effect.
In the event that an employee performs ancillary activities, he must indicate this upon
the commencement of his employment and he will receive a form on which these
activities are stated.
The employee must also notify the employer of any changes in the ancillary activities in
the interim. The form to be filled out to report ancillary activities is available on the
intranet and can also be obtained from the Human Resources department.
1.5 Intellectual property

All intellectual property rights accrue to bol.com. Intellectual property rights include
copyrights, trademark rights, rights to inventions (whether or not patented), rights to
publications and presentations (whether or not in writing, on any medium), to
publications and other works created or edited by the employee in the context of the
performance of his duties at bol.com, irrespective of whether the relevant creation or
adaptation has been conducted during working hours or not.
In any dispute between bol.com and the employee concerning intellectual property
rights, bol.com is presumed to be the entitled party subject to proof to the contrary by
the employee.

1.6 Trial period following appointment
When an employment contract is entered into for a definite or an indefinite period, a trial
period may be agreed. This trial period gives both parties the opportunity to gain
experience with each other before entering into a more permanent employment
relationship. If the employment contract is not explicitly terminated during the trial
period, it will continue as an employment contract under the same employment
conditions as agreed, for a definite or an indefinite period.
The trial period may only be agreed in writing and the duration depends on the duration
of the employment contract. However, the trial period may never be more than two
months.
The trial period is one month for:

- an employment contract for less than two years;
- an employment contract of which the duration is determined by the duration of a
work/project.
The trial period is two months for:

- an employment contract for two years or more;
- an employment contract for an indefinite period.
1.7 Termination of the employment contract

Termination of the employment contract on the initiative of the employee must be
communicated in writing and sent, exclusively by letter, to the Human Resources
department, with due observance of the applicable notice period as described below.
Receipt of the notice of termination is confirmed in writing by the Human Resources
department. Any outstanding entitlements or debts, such as a holiday allowance, will be
settled as much as possible in or after the month in which the employee leaves the
employment.
Upon termination of the employment contract, a distinction should be made between the
termination of the employment contract during the trial period and termination of the
employment contract after the trial period.
1.7.1 Termination of the employment contract during the trial period

During the agreed trial period, both parties may terminate the employment contract at
any time without observing the notice period or other termination provisions.
1.7.2 Termination of the employment contract by the employee after the trial
period
After the end of the trial period, the employment contract may be terminated by the
employee, in writing, with due observance of two months' notice (except where provided
otherwise in the employment contract), in such a way that the end date of the
employment coincides with the end of the calendar month.
1.7.3 Termination of the employment contract by the employer after the trial
period
After the end of the trial period, the employment contract may be terminated by the
employer with due observance of a notice period of four months
(except if stated otherwise in the employment contract), in such a way that the end date
of employment coincides with the end of the calendar month.
Upon termination of the employment contract, a set of rules must be observed which
serves to protect the interests of both bol.com and the employee. These rules apply to
such matters as resignation by mutual consent, dismissal against the will of the employee
or immediate dismissal for serious cause.
1.7.4 Termination of the employment contract by operation of law

An employment contract for a definite period will be terminated by operation of law in
one of the following ways:
- by the expiry of the period of the employment contract;
or
- if the employment contract specifically stipulates that premature termination is
possible with due observance of a notice period of two months (except if stated
otherwise in the employment contract) for the employee and four months' notice
(except if this is stipulated otherwise in the employment contract) for bol.com;
- or
- the employment contract is terminated by operation of law - and therefore without
any notice being required - when the employee reaches the legal retirement age as
described in the pension regulations.

2. REMUNERATION
2.1 Salary and salary payment

The basic annual salary consists of 12 times the gross monthly salary, as stated in the
employment contract.
At the end of the month, the net salary amount is paid into a Dutch bank account
specified by the employee. Every month, bol.com provides a digital payslip (via ESS) and
at the beginning of each calendar year, the employee receives a digital annual statement
for the previous year.
Upon termination of employment, the employee will receive a final settlement in which
holiday allowance and any other emoluments are settled. The final settlement and annual
statement are sent by post.
2.2 Job category structure & payroll system

Bol.com has a job category structure and a salary system. Each job is linked to a job
category. There are eight job categories (see Annex 1). Each job category represents a
job level with similar responsibilities, complexity, impact on the operating result and
output of the job. The classification is based on the Hay system.
The job categories are linked to a salary scale in the salary system. The salary system
consists of 8 salary scales. Each salary scale has a minimum, a midpoint and a maximum
(see Annex 1). The amounts represent the fixed remuneration, namely the full gross
salary including holiday allowance.
The Relative Salary Position (RSP) is central in the salary system. The RSP is expressed
as a percentage of the midpoint. The midpoint of the scale is equal to the market
average. The minimum of the scale is 80% of the market average, with the exception of
scale 1 - 4. Here, the minimum is 75% to match the average starting salaries in the
labour market for starters. The minimum scale of 1 is equal to the statutory minimum
wage of a 23-year-old.
The salaries are basically adjusted once a year as a result of the assessment round, using
the RSP system. The current RSP, combined with the individual assessment score,
determines the percentage of the annual salary increase. In addition, a salary adjustment
may be determined upon a promotion by a manager in consultation with his HR Advisor,
if it is in line with internal guidelines and practice.
The RSP table (see Annex 1) shows the increase percentages in the various assessment
scores and RSPs.
Employees employed prior to 1th of October are eligible for an assessment increase from
the next calendar year. Employees who commenced the employment on or after 1
October are not eligible for an assessment increase from the next calendar year, but they
are for the calendar year after that.
The classification of jobs takes place based on the job profile. When a minimum, midpoint
and maximum salary are mentioned in the salary system, these always indicate the full-
time gross salary including holiday allowance. Other emoluments are not included in the
salary table.
Employees under 23 years of age can be classified in the statutory youth wages.
For more information, see the intranet or contact the Human Resources department.
2.3 Bonus scheme
Bol.com has no 13th month; instead, it has a bonus scheme.
DEPENDENCIES
Half of the annual bonus depends on individual performance objectives and half depends
on bol.com’s corporate performance (company objectives).
The conditions and details of the individual part of the bonus scheme are determined,
recorded and documented by HR in advance, in consultation with the respective manager
and the director. For the performance levels of the individual targets, a plan and
maximum level can be used, but this is not necessary. It is important that the manager
and the employee have a tool with which they can both aim for the desired outcomes
during the year.
The 2014 company bonus is based on three criteria:

• Turnover
• Profitability
• Customer satisfaction
The corporate performance to be achieved is determined by the bol.com Board in

advance, through the budget.
AMOUNT
The amount of the bonus depends on the bonus percentage referred to in the
employment contract.
The basis for the bonus calculation is the actual bonus percentage (personal bonus plus
the company bonus) multiplied by the gross monthly salary excluding holiday allowance
for the period worked in the relevant year. In the event of long-term illness (more than
one month), work disability, pregnancy & maternity leave and unpaid leave, no bonus
will be calculated over that period.
FINAL DETERMINATION OF THE BONUS

The achieved personal bonus percentage is determined by the director in charge, based
on the assessment interview. The bonus percentage of the corporate performance is
determined by management, based on the financial results of bol.com as a whole.
The following table shows a specified example of the bonus scheme with a maximum
percentage of 10% for a monthly salary of €2750. The basis for the bonus over a worked
period of one calendar year worked is €33,000 (12 x €2750). The bonus is:
Maximum Realisation Bonus (before

taxes)
Individual 5% 3.0% €990
Company 5% 3.5% €1155
Total 10% 6.5% €2145
PAYMENT
The bonus cannot be paid until the assessment interviews have taken place and after
management has determined the corporate bonus. The basic principle is that the bonus
will be paid , at the latest, along with the employee’s salary of March.

The employees who leave their employment at bol.com during the year are only entitled
to the individual bonus and not the company bonus. Employees who leave their
employment at bol.com on 1 January are entitled to the individual bonus and the
company bonus over the previous assessment year.
Upon termination of the employment, the individual bonus is calculated over the period
in which the employee was still employed. The basis for determining the bonus is then
the outcome of the assessment interview when the employee leaves their employment at
bol.com. The director in charge will ultimately determine the individual bonus for the
period worked.
OTHER
Bol.com reserves the right to change or terminate the bonus scheme in the future at any
time, without this adversely affecting any amounts employees are already entitled to.
2.4 Holiday allowance

The employee will receive a holiday allowance of 8%, along with their salary for the
month of May. The holiday allowance is calculated per month over the corresponding
gross salary. The accrued entitlement is shown on the payslip, indicated with the
description "RES VAK.GELD".
If the employee has not been employed for a full calendar year, he will receive the
holiday allowance accrued over the period worked until May, in May. An employee who
leaves their employment at bol.com in the course of the calendar year will be paid the
entitlement accrued until that time with their final settlement.
2.5 Overtime
If the circumstances of the company and/or activities reasonably require this, the
employee will be expected to work overtime without receiving any additional
compensation.
2.6 Assessment system

Talent development is of decisive importance for us and for our individual employees. In
the assessment system a crucial role is played by our employees themselves, but also by
our managers. Every year, agreements are made regarding the objectives to be achieved
which must be in keeping with bol.com’s overall strategies and objectives. In addition,
the development of the employee is central in this annual process.
The annual assessment process comprises three steps:

1. Determining the result and development objectives;
2. Conducting interim evaluations to provide feedback regarding the extent to which
individual objectives have been achieved;
3. Assessing the extent to which individual objectives have been achieved.
For this, we use a digital performance management tool.
For more information, see the intranet or contact the Human Resources department.

3. WORKING HOURS
3.1 Starting times

The starting time is between 8:00am and 9:00am, deviations from which must be
coordinated with and approved by the manager. The aim is to have everyone present and
starting at about the same time.
3.2 Working hours

The standard number of working hours is 40 hours per week, 8 hours per day, excluding
a lunch break of half an hour. If more than 5.5 hours per day are worked, a half-hour
lunch break is mandatory.

4. HOLIDAY AND LEAVE
4.1 Holiday scheme

The holiday scheme is as follows:
- The holiday year runs from 1 January to 31 December.
- The following rules apply pro rata to part-time employees.
- Each holiday year, the employee has a holiday entitlement of at least 29 days and/or
an equivalent of 232 hours on a full-time basis, excluding national holidays. Of this
holiday entitlement, 20 days are statutory holidays and 9 are over and above the
statutory minimum. The following are national holidays: New Year's Day, Easter
Monday, King’s day, 5 May in a jubilee year, Ascension Day, Whit Monday, Christmas
and Boxing Day.
- Starting from the next full holiday year after reaching the ages below, the employee
is entitled to a number of additional holidays over and above the statutory minimum,
as specified next to the ages:
- 30, 1 additional day
- 35, 2 additional days
- 60, 12 additional days.
- The accrual of holiday entitlement over a period of absence due to illness or maternity
leave is as follows:
- in the first month, the employee accrues statutory holiday entitlement and
entitlement over and above the statutory minimum.
- from 1 month, the employee only accrues statutory holiday entitlement during the
period of absence due to illness or maternity leave. In the event of partial work
disability, the employee will accrue statutory holiday entitlement for the part the
employee is unable to work. For the part which the employee is able to work, the
employee will accrue the holiday entitlement as indicated above (items 2 and 4). The
accrual of holiday entitlement in the event of absence is explained in detail in 4.3.
- The starting time and/or end of the consecutive days off should be determined in
consultation with the manager after the employee has submitted an application. The
start and end dates of the holiday will be determined in accordance with the wishes of
both as much as possible.
- Every year, a continuous period of at least 2 weeks should be included in the granted
holiday days (10 days off for full-time employment). Given the nature of our
business, we generally do not consider it desirable that holidays are taken up for a
period of more than 3 weeks.
- If, in a holiday year, the employee has been employed for less than 12 months, the
applicable number of holiday days/hours will be proportionately reduced under items
3 and 5 for the employee concerned, on the understanding that parts of holiday hours
will be rounded up to full hours.
- In the event that the employment is terminated before the end of the holiday year,
employees who have not or not fully used the accrued holiday entitlement will still be
granted this holiday. Any leave taken up in excess of the holiday entitlement will be
deducted against the employee’s salary.

- It is preferred that the holidays granted are used in the same holiday year. In some
cases, outstanding holiday entitlement at the end of the year can be transferred to
the holiday entitlement of the following calendar year, on the understanding that the
days concerned must be taken prior to 1th of July of the new calendar year. Statutory
holidays not taken will expire on 1th of July of the next calendar year. Holiday
entitlement over and above the statutory minimum of the previous years (days in
addition to the 20 days off for full-time employment) may be paid following
agreement between the manager and the employee. Deviations from this must be
coordinated with the manager.
An expiry period of 5 years (old legislation) applies to statutory holidays accrued in
the years prior to 2012. Statutory holidays will not expire after 1th of July if the
employee was not reasonably able to use them in time. This could for instance be
caused by medical reasons, because of a re-integration or because it was not possible
to use (sufficient) holiday days due to actions of the employer. In such cases, a
limitation period of five years applies, following the calendar year in which the holiday
days were accrued.
4.2 Leave registration via ESS

Leave registration is automated by ESS (Employee Self Service). All employees can
consult their holiday overview via ESS. Through ESS, you must report every day or hour
off to the manager, even if these days or hours have been scheduled very recently. After
approval from the immediate manager, the holiday will automatically be updated in ESS.
4.3 Accrual of holiday entitlement during absence

Over a period of absence due to illness or maternity leave of less than one month,
holiday entitlement is also accrued on the holiday entitlement over and above the
statutory minimum.
Over the period of absence due to illness or maternity leave of more than one month, the
employee does not accrue holiday entitlement for the holidays over and above the
statutory minimum. The employee only accrues holiday entitlement on the statutory
entitlement of 20 days (based on full-time employment) per calendar year.
Prior to 1 January 2012, the accrual of statutory holiday entitlement in the event of long-
term illness was limited to the last six months.
4.4 Registering holidays during illness

If an employee falls ill during a holiday or during a stay abroad, he must inform the direct
manager and the Human Resources department as soon as possible. Upon returning from
his holiday, the employee must submit the medical certificate from the respective
physician abroad to the company doctor in the Netherlands. Based on this certificate, we
will examine whether the employee is entitled to a refund of the holiday entitlement.
4.5 Special leave

The term special leave is regarded by bol.com as extraordinary leave, emergency leave,
short-term care leave and maternity leave.

4.5.1 Extraordinary leave
For certain events, the employee is entitled to additional days off. These days only apply
if the employee would normally have worked on such days. Extraordinary leave can be
requested in ESS by selecting ‘Extraordinary Leave’. Additional days off can be granted
for:
- An employee getting married (also applies to a registered partnership):
- the wedding day plus two consecutive days;
- official notice of the intended marriage of the employee: the day of the official
notice;
- the marriage, profession or priestly ordination of one of his children, step-children or
foster children, parents or parents in law, brothers, sisters, half-brothers and half-
sisters, brothers in law and sisters in law: the day itself;
- An employee’s 12½-, 25-, 40-, 50- or 60-year anniversary: the day itself;
- the day after the day on which the employee's wife gave birth: 2 days of maternity
leave (the days must be taken in the first four weeks after the birth);
- death of an employee's wife, husband or child: from the day of the death up to and
including the day of the funeral + 5 working days;
- the death of one of his parents or parents in law (including sons and daughters in
law), brothers and sisters, half-brothers and half-sisters, step-parents, step-children
and grandchildren: 2 working days;
- if the employee is entrusted with the funeral arrangements: 4 working days including
the day of the funeral;
- death of one of the employee’s grandparents, married grandparents, great-
grandparents, brothers in law and sisters in law: the day of the funeral;
- visits to the dentist, specialist, or doctor and undergoing a medical examination, not
including medical examinations for sports: the required time;
- moving house, provided that employment at bol.com has not been terminated: if the
employee conducts his own household: the day itself + following working day with a
maximum of two per year; if the employee does not conduct his own household: the
day itself with a maximum of one per year;
- to exercise the right to vote: the required time, determined in advance in consultation
with the employer;
- if the employer has given notice of dismissal to the employee: the time required for
job interviews and medical examinations associated with job applications or the time
required for any other examinations, provided that reasonable consultations have
been conducted about this with the employer.
Where parents of the employee are referred to in these provisions, this also includes the
parents in law, step-parents and foster parents; the terms children, brothers and sisters
also include sons in law and daughters in law, foster children, adopted children or step-
children, as well as brothers in law, sisters in law or step-brothers and step-sisters.
A person with whom the employee has a long-term cohabitative relationship and who has
been made known to bol.com is also regarded as a husband/wife.
Any additional days off must be taken for the events for which they are granted.
For all types of leave referred to above, ‘Extraordinary Leave’ can be requested in ESS.
Visits to a dentist, specialist, or doctor must be requested under ‘Medical Visit’ in ESS.

4.5.2 Emergency leave
Emergency leave is concerned in the event of an acute emergency. The employee is
entitled to emergency leave or other short leave of absence with continued pay if the
employee is unable to perform the work due to a sudden event in his immediate living
environment in regard to which the employee concerned has to take measures without
delay. This could include such events as a death in the family, due to which suddenly
many arrangements need to be made, but also in other emergencies one can be forced
to go home, for instance if a water pipe has burst. The term 'other short leave of
absence’ includes for instance the employee’s partner giving birth and the registration of
the birth. The employee must contact the employer as soon as possible to indicate when
they can resume work or to make other agreements.
Emergency leave and other short leaves of absence are to be coordinated with your
manager.
4.5.3 Short term care leave

Short-term care leave is intended to be able to provide the necessary care to an ill child,
an ill partner or an ill parent living at home. An employee is only be eligible for this leave
if he is the only one who can take care of the ill person during the time that the care is
needed. If the employee is in a situation where leave is preferred to care for a loved one
(partner/parent/child), the employee may apply to the immediate supervisor and/or the
Human Resources department, be it verbally or in writing. Afterwards, for example a
doctor's bill or an appointment confirmation for a medical examination can be requested.
Depending on the situation, it will be considered whether the requested permission will
be granted.
The duration of the short-term care leave is twice the working hours per week per 12
months (Work and Care Act). In case of full-time employment (5 days a week), the
maximum care leave is 10 days per year.
Salary payment is 70% for short-term care leave. In the event of simultaneous
emergency leave and short-term care leave, the emergency leave ends after one day.
4.5.4 Maternity leave

When an employee is pregnant, she is entitled to maternity leave before the birth and
from the day after the birth. Once the employee knows that she is pregnant, it is
recommended to consult with the manager to make the necessary arrangements, such as
a replacement.
The total leave period is 16 weeks. During these 16 weeks, the employee is entitled to
Sickness benefits of 100% of the last earned salary. Maternity leave may be taken up
flexibly from six weeks to no more than four weeks prior to the expected delivery date.
Therefore, maternity leave varies from 10 to 12 weeks. If the employee takes maternity
leave for example five weeks prior to her due date, she will have 11 weeks of maternity
left after the birth.
To determine whether an employee can commence her maternity leave, the due date is
important. No more than eight weeks before the expected date of birth, the employee
must notify the Human Resources department and given them a definitive date for which
she wants her maternity leave to start. The due date must be evidenced by a statement
from a doctor or midwife, which must be simultaneously submitted to the Human
Resources department. If the birth takes place earlier than expected, the days of
maternity leave not yet used will be added to the maternity leave following the birth. If,
on the other hand, the baby is born later, these additional days will not be deducted from

the maternity leave. In this case, the employee will have a leave period of more than 16
weeks.
The employee must inform bol.com of the birth as soon as possible.
If an employee is unable to work during her pregnancy, this should be reported to the
Human Resources department (simultaneously with the sick report), as the Sickness
Benefits Act has a separate disability benefit for during pregnancy. In short, this means
that the benefit is paid to bol.com by the implementing authority. Normally, bol.com
itself pays the illness benefit. In such an instance, the implementing authority must be
informed of the fact it concerns work disability during pregnancy.
If, after maternity leave, the employee is still unable to work, the employee will retain
her right to illness benefits. The work disability following the maternity leave must be
reported to the Human Resources Department by means of a sick report. Here, too, the
Sickness Benefits Act has the same arrangement as in the event of work disability during
pregnancy.
After the calendar month in which the maternity leave commenced, the travel allowance
will be cancelled for 3 months; see Article 7.1. The accrual of holiday entitlement is
adjusted in the event of maternity leave; see Article 4.3. Employees do not receive a
bonus for the period of maternity leave; see Article 2.3.
4.6 Unpaid leave

As an exception, unpaid leave can be granted at the request of the employee. The
following rules apply:
- the application for unpaid leave must initially be submitted to the immediate
manager;
- if the immediate manager has no real objections against it, the application will be
submitted to the director of the relevant department for approval;
- the director will then assess whether the company can afford to grant the leave
requested at that time and grants or refuses permission;
- if the immediate manager is of the opinion that an employee cannot be given unpaid
leave in connection with his activities and mediation by the Human Resources
department has not resulted in a solution either, the employee may resubmit his
request directly to the director (if the immediate manager is a director, the employee
can submit the request directly to the General Manager);
- if the director or General Manager is also of the opinion that the unpaid leave is
harmful to the company, no further appeal will be possible.
When unpaid leave is taken up, the salary, holidays, lease compensation and travel
allowance will be adjusted in the same way as part-time work. Employees do not receive
a bonus for the period of unpaid leave; see Article 2.3. In the event of illness during
unpaid leave, the leave period will not be suspended.
The term unpaid leave is also taken to mean long-term care leave.

4.7 Parental leave
Every employee is entitled to parental leave (unpaid leave) if he has been employed for
at least one year and takes care of a child under 8 years of age.
The arrangement is as follows.

- the entitlement to parental leave is 26 times the average number of working hours
per week (an employee who works 32 hours a week, for example, is thus entitled to
832 hours of leave);
- parental leave is taken weekly during a consecutive period of no more than 12
months. The number of hours leave per week may not exceed half of the average
number of working hours per week (the salary will be adjusted pro rata to the hours
worked). The employee may also take up his parental leave in a different way. This
can happen as follows:
- spread the hours of leave over a period of more than 12 months;
- take up more leave per week, for example full-time;
- subdivide the leave into a maximum of 6 parts. Each part must be at least one
month long.
- the employee must notify the employer in writing at least two months in advance that
he wishes to use his right to parental leave. This application must also state the
period of leave, the number of hours and the distribution of the number of hours over
the week;
- the request will be allowed in principle, unless compelling reasons dictate otherwise;
- after the end of the leave, the employee must resume working his original working
hours, unless agreed otherwise with the employer;
- the right to parental leave is individual, and therefore neither fully nor partly
transferrable from one to the other parent;
- the right to parental leave can be exercised following the birth of the child, adoption
and the arrival of foster children, provided that the child is less than eight years old;
- Both parents may individually make use of the scheme (simultaneously or
consecutively);
- the employee is entitled to parental leave for each new child in the family;
- in the event of multiple births, the employee is entitled to double their leave period;
- employees are not entitled to parental leave until they have been employed at the
employer for at least one year;
- in the event of illness during parental leave, the leave period will not be suspended;
- the accrual of holiday entitlement during leave takes place in the same way as part-
time employment.
4.8 Long-term care leave

Long-term care leave is leave an employee can take up if he provides long-term help to
his child, partner or parent who has a life-threatening illness. A life-threatening illness
means that the life of that person is seriously threatened in the short term.
Per year, an employee may take not more than half of the number of working hours as
care leave for twelve weeks. No salary will be paid for these hours.
If a situation occurs where long-term leave is preferred, then the immediate manager
and the Human Resources department will to try to find a solution together with the
employee, in accordance with the long-term care leave regulations of the Work and Care
Act.
Information regarding the arrangements of the Work and Care Act are available at
www.rijksoverheid.nl.

5. POSITION
5.1 Job description

The position of each employee is described in a job profile. The job profile overview can
be found on the intranet. If the activities change significantly, the job profile will be
adjusted in consultation with the manager, HR consultant and the employee. These
changes are communicated to the Human Resources department, which subsequently
ensures that the employee will receive an update of his job profile.
5.2 Changes
If bol.com deems it necessary for the proper progress of the work, the employee will be
given permission to temporarily perform other activities than his usual or agreed
activities. These other activities must be activities that can be reasonably expected in
view of the person and circumstances of the employee. These temporary activities may
need to be performed at a different location than where the work is usually performed.
A temporary change in activities and/or location shall not take place until this has been
discussed with the employee by the manager and the HR consultant.

6. ILLNESS & WORK DISABILITY
6.1. Regulations regarding sick reports and notifications of recovery

If the employee is unable to perform the activities due to illness, this must be reported in
person before 9:00am by telephone to both the immediate manager and reception.
When the employee has recovered, this should be reported in person before 9:00am to
both the immediate manager and reception. The sick report procedure is included as
Annex 2.
If the employee becomes ill during the day, this must be reported in person to both the
immediate manager and reception. Other rules regarding illness, checks and guidance
are listed in the illness absence policy "On the way to a healthy work environment." The
illness absence policy is part of the Employee Handbook and can be found on the
intranet.
6.2 Company doctor

Dr Bert Kuilenburg has been appointed as bol.com’s company doctor. He comes to
bol.com on Wednesdays. These days are indicated on the intranet. He can also be
reached by telephone: 06-46207816.
In the event of illness, you can be asked to come to the company doctor’s office.
Appointments are scheduled by Human Resources.
The sick report procedure and the illness absence policy "On the way to a healthy work
environment" discuss what to do in the event of disability and what the company doctor
can do for you.
6.3 Income during illness/work disability

After two years of illness, employees who have become unable to work fall under the
Work and Income Act (WIA). For more information on the WIA, please visit
http://www.rijksoverheid.nl/onderwerpen/Wia
Income during the first two years of illness

If the employee strictly complies with the requirements prescribed for that purpose,
bol.com will pay 100% of the last earned salary during the first 52 weeks of disability (1st
year of illness). During the next 52 weeks (=2 nd year of illness), bol.com guarantees 70%
of the last earned salary in the event of total disability. After this two-year period, the
employee will again receive a WIA benefit and if applicable, disability benefits (WIA
benefits insurance) over and above the statutory minimum. Subsequently, bol.com will
terminate the employment after two years of continued total work disability.
In the event of an illness period of more than one month, a travel allowance will only be
granted on days on which the employee works. The accrual of holiday entitlement in the
event of an illness period of more than 1 month will be adjusted; see Article 4.3. The
employee will not receive a bonus after one month of complete disability; see Article 2.3.

Consequences of non-compliance with the illness absence policy
It is very important that bol.com’s illness absence policy is strictly observed. If the
employee fails to comply with the default protocol or insufficiently cooperates with his
reintegration, bol.com may suspend or discontinue the payment of wages.
In addition, the prohibition of dismissal during illness becomes void if the employee, in
spite of the suspension or termination of the salary fails to (and continues to fail to)
comply with reasonable regulations as part of the reintegration, refuses to perform
appropriate work or refuses to cooperate with the preparation, evaluation and
adjustment of the plan of approach. This means that bol.com may terminate an
employee’s contract during the first two years of illness.
6.4 Return to Work Fund (WhK) premium

The employer pays the Return to Work Fund premium for employees. This premium
consists of a fixed differentiated WGA premium, a differentiated WGA flex premium and a
differentiated ZW premium. If they are insured at the UWV, employers may recover up to
half of the differentiated WGA premiums from their employees. The premium amount
depends on the number of employees declared partially disabled. Bol.com withholds half
of the differentiated WGA premiums from the income as a net amount. The amount of
the premium is determined on an annual basis. On 1 January 2014, the total fixed WGA
premium (flex and fixed) was determined at 0.33% by the Tax and Customs
Administration (2013: 0.25%).

7. Reimbursements
7.1 Travel Allowance

If you do not have a lease car at your disposal, you will receive a contribution towards
travel expenses, from your permanent place of residence to your permanent workplace.
The following rules apply:
- Travel expenses incurred between the permanent place of residence and the
permanent workplace at the company are reimbursed, based on €0.19 per kilometre
with a maximum of 50 kilometres one-way and calculated over (260-46/12 months)
days per month. The number of kilometres one-way is regarded as the distance by
road between the residence and the work location measured by the shortest route (by
the ANWB route planner). The maximum reimbursement for employees who commute
50 kilometres or more is therefore €338.83 (50 km x 2 x (260-46/12) x €0.19) tax-
free. For part-time employees, the reimbursement is determined pro rata based on
the number of working days.
- According to the guideline referred to in item 1, granted travel allowance is adjusted
up to 50 kilometres one way in the event that the employee moves house;
- The kilometre allowance for occasional official trips by private car (business
kilometres) is determined at €0.19 per official kilometre. The additional business
kilometres driven (excluding commuting) must be indicated on the claim form every
month, stating the number of kilometres. The claim form is available on the intranet.
Business kilometres calculation example: an employee makes a daily commute from
to Abcoude to Utrecht (26 km one way). He also makes a business trip to Hilversum
(to visit a supplier). He visits the supplier on his way to the office, so his route is from
Abcoude to Hilversum to Utrecht. The total distance travelled is 39 kilometres. Of
this, 26 kilometres are for the commute. The employee will then have to claim the
additional business kilometres, 13 (39-26), using the claim form;
- Payment takes place in accordance with the standard provisions regarding travel
allowances and the payment of salary or within 30 days after the claim form is
submitted;
- The travel allowance is cancelled after the calendar month in which the
illness or maternity leave has commenced.
7.2 Relocation Fee

Bol.com has a relocation scheme (the scheme is subject to the tax legislation). The
relocation allowance is paid tax-free if the employee relocates 'in the context of his
employment'. The basic principles of this scheme are:
- The employee conducts an independent household;
- The employee is moving 'in the context of employment’ if he moves within two years
after accepting his employment at bol.com or after a transfer within bol.com;
- The employee lives more than 25 kilometres away from work and after moving, the
distance between his new home and his work is at least 60% less. In this context,
'distance' is the distance via the shortest route according to the ANWB route planner;
- The relocation allowance is to cover the cost of transporting household contents.
These are the costs incurred by professional businesses (not private individuals);
- The amount of the allowance is capped at €1700 including VAT. The employee may
claim these costs by submitting the claim form, including the original invoice, to the
Human Resources department. The allowance is processed through the payroll
administration;
- If an employee leaves bol.com at his own request within 12 months after moving, the
allowance for the remaining months must be repaid;

- If several bol.com employees are involved in one relocation, then only one employee
is eligible for the allowance;
- The allowance will only be granted once every 5 years.
7.3 Parking
Parking in the parking spaces around the bol.com office is free of charge.

8. LEASE CAR SCHEME
The car is primarily a tool that should be highly suitable for properly performing field
sales activities in a commercially responsible way. It is also regarded as a means to
stimulate and motivate employees. As such, both the car and the lease car scheme
should be regarded as part of the package of secondary benefits. The lease car is part of
the employee benefits package for employees in job category 7 and up.
The allocation policy, the order process, the use of the lease car and premature and
normal termination and other lease car arrangements are described in more detail in the
lease car scheme, which is provided by the Human Resources department to employees
who are eligible for a lease car.
Employees using a lease car are not eligible for travel allowance as indicated above.

9. PENSION
Bol.com has two pension schemes:

- Pension Fund for the Retail Trade (hereinafter: BPF);
- Pension excess arrangement.
Every employee participates in the mandatory BPF scheme. At the BPF, pension accrual is
capped at an annual salary of €51,414 (2014). In addition, bol.com has a supplementary
pension scheme, the pension excess scheme in the form of a defined contribution
scheme. This pension scheme is intended for employees with a salary that exceeds the
maximum pensionable salary used by the BPF.
9.1 Pension Fund for the Retail Trade

In general terms, the BPF scheme is as follows:
- The pension scheme is an average wage scheme with a maximised contribution.
- Old-age pension: The standard retirement age is 67, but the pension scheme does
provide options for early retirement.
- From 2011, employees annually accrue 1.75% in old-age pension on the pension
basis in the case of full-time employment. The pension basis is the annual salary
minus the AOW deductible. The employee no longer accrues old-age pension on
salary exceeding the maximum wage of the Social Insurance Funding Act (Wfsv).
- The maximum salary Wfsv is €51,414 (2014), and the deductible is €12,564 (2014).
For part-time employees, a proportionate amount of €12,564 is deducted from the
Wfsv maximum wage.
- The pension contribution is 19.40% (as of 2014) of which the employer's contribution
is 14.281% and the employee's contribution is 5.119%.
- Dependents pension: The dependents pension is 70% of the old-age pension. This is
excluding the old-age pension purchased through conversion of accrued pre-pension.
For detailed pension regulations, please visit www.pensioendetailhandel.nl.
9.2 Pension excess scheme

Bol.com has an additional mandatory pension excess scheme with BeFrank.
This pension excess scheme is intended for employees who have a full-time annual salary
that exceeds the maximum pensionable salary used by the Pension Fund for the Retail
Trade.
The pension excess arrangement is a defined contribution scheme. This is based on a

predetermined percentage of the pension basis which is available for the pension accrual.
The contribution made available on that part ("defined contribution") depends on your
age and is based on the net premium % graduated scale as applied by the Ministry of
Finance.

The available contribution is calculated as follows:
the pension basis
times your possible part-time percentage
times the percentage next to your age in the table below
Age * Net premium % graduated

scale
20 to 25 5.3%
25 to 30 6.4%
30 to 35 7.8%
35 to 40 9.5%
40 to 45 11.6%
45 to 50 14.2%
50 to 55 17.4%
55 to 60 21.5%
60 to 65 26.8%
* the age is redetermined every quarter
What do you pay and what does bol.com pay?

The employee contribution is set at 3.5% of the pension basis, and the remainder of the
defined contribution is paid by bol.com. In addition, bol.com pays all administration
costs, disability premiums and the premiums for the partner and survivors’ pension.
More information can be requested via the intranet and at the Human Resources
department.
9.3 Death
Upon the death of an employee, bol.com will pay the salary of the month in which the
death occurred, including the settlement of the accrued holiday allowance, holiday
entitlement and bonus. The surviving dependants receive a death benefit in the amount
of 2 net monthly salaries.
Information about the dependents pension can be found in the Retail Pension Fund and
BeFrank’s pension regulations.

10. INSURANCE
10.1 Group car insurance

Employees who own a car can take out inexpensive insurance using the Allianz group car
insurance. The premium is paid entirely by the employee. Information on this group car
insurance is available on the intranet and at the Human Resources department.
10.2 Group accident insurance

Bol.com has taken out group accident insurance. Group accident insurance covers
accidents during and after working hours (i.e. business and private) in case of death and
permanent disability, throughout the entire year, and is valid worldwide. The premium is
fully paid by the employer.
More information and general conditions can be obtained from the Human Resources
department.
10.3 Health insurance

Bol.com has taken out group health insurance at CZ. CZ offers a group discount of 9%
(2014) on basic health insurance and 15% on supplementary insurance. CZ’s offer
applies to all bol.com employees and their families (spouse, partner, children up to 21
years living at home and children up to 27 years who are studying and who are or are
not living at home). Participation in the group insurance is voluntary.
More information about the group health insurance can be obtained via the intranet and
at the Human Resources Management department.
10.4 WIA additional income insurance

WIA additional income insurance is an insurance that covers the risk in the event of work
disability (for over 35% disability) for employees whose salary exceeds the maximum
daily wage limit (€51,414 in 2014). Should the employee become unable to work, the
employee will receive only 70% of the maximum WIA benefit limit (after the 2 years prior
to the WIA benefit). The WIA additional income insurance covers the difference between
80% of the employee’s annual salary and the maximum WIA benefit. This applies to
employees both fully and partly disabled for work.
Participation is voluntary. With regard to the premium, 50% will be for the account of the
employer and 50% will be for the account of the employee. The WIA additional income
insurance is taken out at De Amersfoortse.

11. OTHER FACILITIES AND BENEFITS
11.1 Staffdiscount
As an employee of bol.com, items can be purchased from the product range at a
discount. The discount link is strictly personal and may only be used by the employee.
Improper use of the discount link authorises bol.com to deactivate it. The staff discount
applies to employees with a contract for at least three months.
The staff discount (on the sales value excluding VAT):
Product group Staff discount

Books (Dutch, International and digital books) 20%
Entertainment (CDs, DVDs, games) 20%
Electronics 12.5%
Mobile telephony 12.5%
Electronics and mobile telephony accessories 20%
Toys 20%
Computer & game hardware 12.5%
Computer accessories & software 20%
Household appliances 12.5%
Baby products 12.5%
Cooking & Tableware 12.5%
Beauty & Health 12.5%
Pet care 10%
Home 12.5%
Garden & DIY 10%
There is no employee discount on 2nd hand products and bol.com plaza products.
The discount may not amount to more than €500 (2014) per calendar year (this scheme
is subject to tax legislation). The maximum exemption per year is increased by the
exemption amount the employee has not used in the two preceding calendar years.
As of 1 January 2015, this transfer regulation will be cancelled. The amount of unused
discounts from previous years can no longer be carried over to the new year.
The order invoice must first be paid in full after which the employee will receive a refund
of the discount on a monthly basis if the minimum payable amount of €10 has been
reached. The Marketing Department will ensure that the employee can use this option
upon commencement of employment. This scheme is based on the tax regulations for
wage tax, under the section "Products from one’s own company".
11.2 Study costs

Good training and further development are in everyone's individual interest as well as the
interest of bol.com. Bol.com offers a bol.com training for employees and managers. In
addition, employees may attend individual courses/training programs. To attend a
course/training programme, employees can make use of the study costs scheme.

This study costs scheme reads as follows:
- If the course/training program is necessary for the position, 100% will be refunded;
- bol.com’s study/training strategy aims to enable employees to perform their tasks in
the best possible way. Where knowledge and/or skills which are necessary to perform
the tasks is/are lacking, a Personal Development Plan will be drawn up in consultation
with the manager and the employee. A part of the Personal Development Plan can
consist of following a study / training;
- If the course/training program is not necessary for the job at that time, but it perhaps
will in the future, 50% will be refunded. If the employee wants to attend a
course/training program to increase knowledge and/or skills regarding the job on his
own initiative, the department manager will decide whether the employee is eligible
for a 50% refund of the course/training program. In this case, a Personal
Development Plan should be drawn up;
- Study and training costs include tuition and course fees, examination fees, the costs
of textbooks, and teaching time. Studying time is not reimbursed. Exams are covered
by the study scheme. In general, registration with and payment of an educational
institute is arranged by bol.com. If the refund by bol.com is 50%, the remainder will
be withheld from the first next salary payment;
- the employee must provide details of the results of the study / training at the request
of the Human Resources Department;
- if the employee interrupts the course/training program, or if he fails a final
examination, then the employee must contact the Human Resources department and
the course/training fees and/or examination costs associated with the course/training
program and/or examination will be reclaimed, unless circumstances occurred that
were beyond the control of the employee. This will be decided by bol.com; the
employer is willing to reimburse a re-examination fee once.
- After signing the study contract, the employee must repay 100% of the
reimbursement received for study and training costs if the employee terminates the
employment contract before the course/training program is finished/completed.
If the employment contract is terminated by the employee within one year after
termination/completion of the course/training program, 75% of the granted
reimbursement must be repaid.
This percentage is 50% if the employee terminates the employment contract in the
second year after termination/completion of the study;
- when the employee has completed the course/training program he must submit a
copy of the certificate or diploma to the Human Resources department. This will be
kept in the personnel file. The agreements relating to the allocation of a
reimbursement for study and training costs will be recorded in a study agreement
which will be signed by the employee and management.
11.3 Bicycle plan

With the bicycle plan, a bike to be used to go to work can be purchased inexpensively via
the employer (the plan is subject to tax legislation). More information can be found in
Annex 3.
11.4 Business benefits

An employee will receive a cell phone, laptop or token if this is necessary for the
performance of his duties and/or if accessibility by telephone is an absolute must. More
information can be found in Annexes 4 and 5.
11.5 Policy regarding gifts, incentives and events

To avoid the semblance of conflict of interests between the private interests of employees
and the interests of bol.com and to create clarity regarding the acceptance of gifts and

invitations from our business partners, a policy has been formulated regarding incentives
and gifts (see Annex 6).
11.6 Stand-by duty scheme

The stand-by scheme applies in situations where employees in certain positions need to
be on call and available to perform activities according to a roster, outside their working
hours. The basis of the scheme is that a reimbursement will be paid as compensation for
the inconvenience this may cause to their private life. Stand-by duty is intended to
ensure the optimum availability of business-critical applications and processes of
bol.com. The stand-by duty is primarily intended to address and resolve faults
("incidents") occurring outside office hours as quickly as possible. This concerns
emergencies, i.e. incidents that cause the unavailability of a system or process that falls
within the scope of responsibility of IT-Operations. The scheme applies to employees
designated/scheduled by management to perform standby-duty in accordance with this
scheme.
More information can be obtained from the Human Resources department.
11.7 Anniversaries
Bol.com has an anniversary scheme for employees who have been continuously
employed with bol.com for 12½ years, 25 years or 40 years:
- for a 12.5 year anniversary, the employee will receive ½ of a monthly salary
(payment of gross salary is subject to tax);
- for a 25 year anniversary the employee will receive one month's salary (gross = net);
- for a 40 year anniversary, the employee will receive 2x the monthly salary (for
1 month's salary "gross = net" if the tax rule has not been used yet).
When the payment is made, the maximum tax exemptions are used, meaning for
instance that an employee will become eligible for a net payment of a one-time one
month's salary; therefore either for his 25th anniversary or for his 40th anniversary.
In addition, drinks or a reception is organized for employees celebrating their

anniversary. Obviously, the employees celebrating their anniversary are consulted first,
as to whether they would appreciate a reception or drinks.
Employees also receive a gift and have drinks for a 5 year or a 10 year anniversary. This
is described in the "hip hip hooray" procedure. This procedure also describes what we do
for other festive events such as a marriage, birth, etc.
The scheme is available from the Human Resources department on request.

11.8 Lease car - option scheme
Employees with a contract for an indefinite period who, based on their position, are not
eligible for a lease car can participate in the lease car-option scheme.
In brief: The scheme is cost-neutral for the employer. Participation is voluntary. If you do
decide to participate, you must surrender part of your gross salary and travel allowance
in exchange for a lease car. The advantage is that you can drive a new car and that the
tax addition is reduced through the fuel expenses arrangement. The disadvantage is that
ultimately, you pay for everything yourself. The impact on your net wages can be
significant.
You can request a calculation at Human Resources. HR will calculate the impact of the
lease car option scheme on your gross and net salary using a mathematical model, taking
into account all costs, premiums, etc.
More information? The lease car - option scheme includes a comprehensive description
(calculations, order procedure, etc.). The scheme can be requested via the intranet. If
you have any questions or to request a calculation, contact Human Resources.

PART II WORKING CONDITIONS

12. WORKING CONDITIONS
The Working Conditions Act stipulates that as an employer, we must ensure that our
employees have safe and healthy working conditions. We have a working conditions and
absence policy in place.
12.1 Working conditions policy: a mutual responsibility

Together, we can improve working conditions. As an employer, bol.com is ultimately
responsible, but consults with its employees on the details.
- As an employer, bol.com provides information and instructions regarding the risks
of the work and the measures taken for this. This task is coordinated by the
occupational health and safety committee.
- Occupational Health and Safety Committee: the OHS committee supports the
employer with the daily health and safety and working conditions. The occupational
health and safety committee meets every quarter to discuss and evaluate the details
of the occupational health and safety policy. It consists of:
Ingrid Splinter
Pieter Reijalt (a.i.)
Ingrid Akkermans
Teun Jaspers
- Health and safety officer: The health and safety officer ensures that at the
company, the work is performed as safely as possible, by sharing the knowledge of
work risks with colleagues and by giving them instructions on how to work safer.
The Occupational Health and Safety Committee takes on this task (in part by HR, in
part by FM), whereby the managers play a responsible role in identifying and taking
measures on a daily basis. As an employee, you must follow the safety instructions
and properly use the provided facilities, such as properly setting up your workstation
to prevent possible hazards.
- The health and safety policy must be approved by the WC. The WC also has the right
of consent with regard to the contract with the Occupational Health and Safety
Agency or company doctor and the content of the absence policy.
- The company doctor: we receive expert support from our company doctor for our
occupational health and safety and absence strategy.
Who supports us in our occupational health and safety policy?

For our health, safety and absence strategies, we engage experts such as the company
doctor and agencies that provide training and education for our emergency response
organisation and our occupational health and safety officer.
bol.com’s occupational health and safety policy includes:

- risk inventory and evaluation (RI & E);
- illness absence policy;
- company emergency response team (ER);
- information to staff;
- prevention measures, occupational health and safety committee, prevention policy
regarding VDU work;
- for employees: visits to the company doctor for working conditions consultations. At
the doctor’s office, the employee can ask a health and safety expert questions about
the working conditions;
- policies aimed at protecting employees against sexual harassment, aggression and
violence.
The working conditions also include staff emergency instructions. What to do in

emergencies is explained below.
Questions regarding health and safety can be directed at the facilities helpdesk, and will
be handled by Facilities Management and the relevant department.
12.2 ER
New employees receive safety instructions from the (deputy) ER head on the first
working day of the month. These instructions explain the structure of the emergency
response organisation and how the employee should act in an emergency. A summary is
set out below.
12.3 Reporting an emergency

Notify reception via extension 112 in case of any disaster or emergency. State at least
the following data:
- your name;
- location of the emergency;
- nature of the emergency ;
- number of casualties, if any.
Extension 112 is always accessible during office hours. Calling this number and reporting
an emergency will activate the emergency response organisation. The company
emergency response employees will then adequately intervene and possibly call external
services. Only if you are unable to reach anyone via extension 112 and a serious
emergency is concerned, you may call the general emergency number 112 yourself.
Make sure the reception is still informed; they will then activate the emergency response
organisation to provide further assistance to the emergency services.
After reporting the emergency, wait for further instructions from the emergency response
team. Emergency response officers are:
Patrick van der Walle (Head of Emergency Response Team) Facilities
Ingrid Splinter (Deputy Head) Facilities
Astrid Lommert Reception
Judith Van der Salm Reception
Patricia Calmer Reception
Johan Wijnmalen IT
Niels Basjes IT
Petra Hoefs IT
Remco Snelders IT
Nicolien van den Berg B&M
Antoine van der Meer O&F
Bart Adriaanse O&F
Eline Schuppers O&F
Daantje Groenen Marketing
Vincent Berends Marketing
Nelleke Voortman (Coordinator)

12.4 Evacuation
General information:
- Make sure you know the escape routes and the location of fire extinguishers. Consult
the evacuation floor plans, which can be found in every department; there be no time
to do so during a real emergency.
- No exits/emergency exits will be locked on the escape routes.
Instructions for those present:

- An acoustic (slow whoop) signal will sound to inform everyone that evacuation is
necessary. This is a constantly repeated, penetrating sound signal, going from a high
to a low pitch.
- Stay calm and leave the building via the shortest possible escape route. Then proceed
to the assembly place: the Nuon site car park (it will be on your left when you leave
the building via the main entrance). Report to your manager or his replacement.
Report any important matters to this person as well.
- Managers are responsible for collecting names and passing them on to the manager
who has been given the list of names of the department. This is (one of) the most
senior managers under the department director.
- Do not use the elevator.
- ensure your own safety and the safety of others at all times. Help others if possible.
Do not take any unnecessary risks.
- Stay close to the ground if there is smoke.
- Follow the instructions provided by the emergency response team.
12.5 Instructions in case of fire

Fire:
- Always ensure your own safety.
- As long as the fire department is not yet present and as long as it is still responsible
in view of your own safety, try to extinguish the fire yourself. The locations of the fire
extinguishers are indicated on the evacuation plans.
- Normally, the bol.com offices are evacuated in the event of fire. This is indicated by a
slow-whoop sound. Everyone must then proceed to the assembly location at the Nuon
site car park (on your left when you leave the building via the main entrance).
- When the fire department has arrived, leave it to them to fight the fire.
12.6 Instructions in the event of accidents and injuries

- Contact the emergency response organisation as soon as possible by calling 112 on
an internal extension.
- The emergency response team may conduct life-saving operations.
- In the event of (presumed) heart failure, an AED is available in the building.
- A first-aid kit is available in all the bol.com pantries. The locations referred to above
are shown on the evacuation plans and are marked with a first-aid sticker (white
cross on a green background).
- All first-aid materials are periodically inspected and, if necessary, replaced or
supplemented by the emergency response team.
- Every six months, the emergency response team conducts consultations regarding
the setup and implementation of emergency assistance.
- The emergency response team members attend refresher courses and training
programmes, which also cover life-saving actions.
Important telephone numbers

Telephone numbers of emergency services can be requested at the reception. All the
emergency response team members must also be informed of contact and address
details, for example, doctor or hospital.

12.7 VDU work
The VDU work brochure describes the best way to set up your work station and what you
need to do to avoid any hazards. New employees receive the brochure when they
commence their employment. In addition, we have a VDU work policy. This policy
explains in detail what you need to do to avoid VDU work hazards. The brochure and
prevention policy regarding VDU work are also available on the intranet.
You can adjust the height of almost all workstations in the building by means of a handle.
If you need advice or help with the correct setup of your workstation, or if you have any
physical complaints, Facility Management can help you. Do not wait until you have
physical complaints; make sure your workstation is set up properly as soon as possible.
You can request this through the Facilities Helpdesk on the intranet.
12.8 Inappropriate conduct

Within our organisation, you are expected to recognise that every person is entitled to
respect for his privacy and physical integrity. In this context, comments and/or conduct
of a sexual nature or with sexual overtones which are humiliating or demeaning for the
colleague concerned are not permitted at bol.com.
We do not tolerate discrimination and/or unequal treatment on the grounds of age, sex,
sexual orientation, marital status, personal beliefs or religion, skin colour, race, ethnic
origin, nationality or political affiliation between colleagues. Comments or conduct with a
discriminatory undertone which is humiliating or stressful to others are not allowed
either.
In addition, the following are examples of unacceptable conduct. This is not an

exhaustive list:
- verbal aggression (e.g. shouting, screaming, bullying);
- physical aggression (e.g. hitting, grabbing);
- psychological aggression/intimidation (e.g. threatening, blackmailing,
stalking, bullying);
- vandalism (of company grounds or in the surroundings of company grounds,
e.g. vandalism, arson);
- criminal conduct (on company grounds or in the surroundings of company
grounds, e.g. hate mail, drug dealing in the neighbourhood, burglary,
trespassing).
Conduct perceived as undesirable may vary for each individual and in each
situation.
Harassment and/or discriminatory behaviour may lead to a warning, transfer, or

suspension, and will in some cases constitute urgent cause for bol.com to immediately
terminate the employment under Article 7:678 DCC. In some cases such conduct is
reported to the police. It will then be subject to criminal law.
Bol.com has a counsellor you can talk to if you are dealing with undesirable conduct,
such as sexual harassment, aggression, violence, bullying and discrimination. Information
on the counsellor and policy regarding undesirable conduct can be found on the intranet.

Aftercare
Afterwards, the process is evaluated and we will examine to what extent the
person concerned needs aftercare. External counselling for the victim is available
after shocking events.
12.9 Alcohol and drugs policy

Staff may not use or have any alcoholic beverages and/or narcotics in their possession
during working hours. The consumption of alcoholic beverages is permitted only during a
gathering for drinks at work or on special occasions. Bol.com expects responsible
behaviour from its employees, also in connection with road use and will - if necessary -
address employees in this regard.

PART III OFFICE AND WORKPLACE

13. OFFICE FACILITIES
The office facilities are managed by the Facility Management Department. Work areas
include: catering, reception, security, building management, inventory, workplaces, etc.
(excluding telephony and automation).
The department can be reached at telephone number 555 and through the Facilities
Helpdesk on the intranet (http://bolnl-topdesk/).
13.1 Reception
Our reception is staffed and can be reached by telephone from 8:00am to 5:30pm.
Before 8:00am and after 5:30pm, the answering machine will be on and visitors cannot
enter the premises.
13.2 Office supplies

Standard office supplies can be obtained at reception (including post-its, notepads and
markers). Items not available there may be requested through the Facilities Helpdesk.
The costs will be charged to the department.
13.3 Coffee/tea/soft drinks/fruit

Coffee, tea, cup-a-soup and fruit are available free of charge in the pantries. There are
three vending machines in various locations on the premises, where paid sodas and/or
refreshments are available. Complaints or suggestions can be reported through the
Facilities Helpdesk.
13.4 Restaurant
The canteen is located in the basement, and can be used by everyone from Monday to
Friday between 11:45am and 1:30pm. The canteen staff serves lunch and provides a
varied and attractive range of dishes for employees. Payments are done by means of a
chipknip card. A charger is available at the restaurant. Various snacks are available
outside opening hours.
13.5 Cleaning
The office is cleaned by a cleaning company every day. To help them do their job
properly, everyone is asked to leave their desk empty when they leave, in accordance
with the clean desk policy. Complaints or suggestions can be reported through the
Facilities Helpdesk.
13.6 Smoking
Smoking at the office is prohibited. Smoking on the balconies and terraces is allowed.
13.7 Bicycle park

There is an open and a covered bicycle park at the back of the building. Bicycles are to
be placed in the racks. Bicycles placed elsewhere may be removed. If bicycles are
removed, bol.com will not be liable for any damages to the bicycle or the locks.
13.8 Gym & showers

There is a gym with showers available in the office building. Employees can use the gym
free of charge outside working hours and during lunch breaks. Several sports classes are
provided at the gym. The poster in the gym states what classes there are and when they
take place.

13.9 Fun room and bar
The fun room and the bar are located in the basement. The bar is open on Fridays. The
members of the bar committee make sure the bar is open from 5:00 to 7:00pm.
The purpose of the bar and fun room is for colleagues to get to know each other better.
Bol.com expects its employees to act responsibly with the possible use of alcohol.
13.10 Library
Our product managers regularly receive books. A library has been set up so everyone can
enjoy these books. The books can be checked out by registering them in the log book.
Facility Management ensures that only new titles are available in the library; titles older
than 1 year are made available for the annual Tombola.

14. OFFICE ACCESS
14.1 Office access

The access control system is designed to give authorised persons controlled access to the
premises of bol.com and to keep unauthorised persons outside.
On commencing employment, all employees will receive an access pass in the form of a
blue drop (combined with emergency response instructions). bol.com employees have
access to the building on week days between 6:00am and 10:00pm.
Two groups of external parties have access to the building. External parties who perform
long-term work without supervision will also receive an access pass. The pass is created
after Facility Management has been instructed by Human Resources to do so.
Other external parties (visitors) are registered at reception and are accompanied by the
bol.com employee they are visiting. During reception opening hours, an internal access
pass can be used that only works on the inside doors.
To make all of this easier and to avoid confusion, we want to give you the following
points of reference to prevent access by unwanted persons. If you use these, you will be
sure that you are doing the right thing:
1. Use your access pass only to gain access to the building yourself
Never let (known or unknown) people walk in or out with you without showing their
access pass. When someone asks if he can go in with you, refer him to the reception
at the entrance, or walk with him through the building to reception.
2. Report external parties to HR; they will automatically receive an access pass.
The access pass is not created until the Human Resources Department has instructed
Facilities Management to do so.
3. Immediately report loss or theft of the access pass to Facility Management
The access pass is a key to access the building. In case of loss or theft, it is therefore
important that the access pass is blocked as soon as possible.
4. Access restrictions
bol.com employees have access to the building on week days between 6:00am and
10:00pm. The access pass does not work outside these hours. If you have not
requested overtime at the Facilities Helpdesk, the security company will accompany
you out of the building on their closing rounds.
5. You are responsible for the supervision of your visitors
Supervision of external parties without an access pass is the responsibility of the
hosting bol.com employee.
6. Request overtime at least two working days in advance
If overtime has been requested (through the facilities helpdesk) the access pass will
temporarily be authorised by Facility Management for the requested times. The
applicant will also receive instructions. The security company is always to be informed
about overtime and will do an inspection round after the requested overtime.
If loss or theft has not immediately been reported to Facilities Management, the
employee may be held liable for any misuse. In addition, this may lead to disciplinary
measures.
Failure to follow these guidelines may have major implications for bol.com, and therefore
you should take them to heart.
The contents of this policy are the responsibility of the Facility Manager.

14.2 What happens in case of an alarm?
In the event that the alarm sounds after opening hours and in the event that the control
room establishes that no alarm is activated (e.g. after overtime), the security company
will come to investigate the reason for the alarm. The Facilities Management availability
service may then be contacted.
Please pay attention that:

- when you leave the building, valuable items, documents and money are stored in the
spaces provided for that purpose;
- equipment that does not need to be on has been turned off;
- no labels are attached to keys stating registration numbers, addresses, phone
numbers etc.
14.3 Absence
In the event of absence, the reception assumes what is indicated in the Office
Communicator (Lync).
Both with regard to relations and colleagues, it is desirable that the reception staff is able
to indicate when someone is absent, and when someone can be reached again. If nothing
has been communicated, the reception assumes the
presence/absence indicated in Office Communicator (Lync) and the caller or visitor will be
asked to try again later or the next day.
15. THE WORKPLACE
15.1 Handling confidential information

At bol.com we almost all work constantly with confidential information: customer data,
sales figures, market shares, marketing calendars, stock information, fulfilment reports,
system code, backup CDs or DVDs, letters from or to suppliers or customers, all kinds of
work and contractual agreements, annual plans, performance analyses, the software we
want to use to outsmart our competitors; these are all examples of confidential
information, which must not fall in the hands of others. Never forget that confidential
information may cause significant harm to bol.com, both in direct financial terms and in
regard to the confidence our customers have in us.
Within bol.com we have a clean desk policy. This means that all confidential information
must be stored in a locked cabinet or room at the end of the working day. If you do not
have enough lockable cabinets, please report this via the Facilities Helpdesk.
When you are working with confidential information, keep in mind that your actions can
be logged to comply with legislation and regulations. This logging is linked to your login
accounts. You must therefore treat this account data (username, passwords) as
confidential information. You should never share your login account with a colleague or
use the login account of a colleague.

15.2 The network
Each bol.com workplace is installed using a standard configuration. It is not permitted to
install additional software or radically change your configuration without the permission
of system management. If you need software to perform your duties and it is not
available on the PC, it will be purchased and installed after approval from your manager.
If a PC is no longer functioning because of the user, system management will reset its
original configuration if the fault cannot be repaired quickly. Therefore, never store
important documents on the local PC; instead, place them in a personal or group
directory.
Questions or problems relating to the computer and the network can be reported in the
system management ticket system: http://webhelpdesk. For immediate assistance, call
extension 444.
There are several network drives, to which employees have access, depending on their
rights. This access is usually determined by department / position. For example, each
department has its own group directory.
Always store information on the network. Regular back-ups are only made of the
network. Use the group directory for this as much as possible. Separate or lost material
is removed.
One personal drive is reserved for the employee on the network (the U-drive). This is
where you can save your files. It can also only be accessed by the system administrator.
The T-drive can be accessed by everyone. This is the drive where you can save
temporary files to exchange them with people from other departments. The T-drive is
erased every Monday morning.
15.3 Using email and the internet

To keep the enormous e-mail flow under control somewhat, we try to observe the
general rules for the daily use of email:
- Be to-the-point in internal mail (succinct).
- Only send e-mails for relevant matters.
- Use “reply all” only when absolutely necessary.
- Use the “urgent” feature only for really urgent matters.
- Use the TO: field only for recipients from whom you expect an action or a reaction;
use the CC: field for recipients to whom you send the message for information
purposes only.
- Do not open attachments from unknown sources (these could have viruses!). If you
do not recognise an email, please first contact our system administrator.
- Regularly clean up e-mail folders, especially large attachments.
- Messages stating that you should send them to everyone on your address list are by
definition false, so please do not forward them. You could send these to the helpdesk
for assessment.
Rules of conduct for the Internet and email usage

To avoid damage to business processes, rules apply regarding the abuse of e-mail and
the Internet. E-mail and the Internet may only be used for business purposes. The
following is not permitted on the Internet:
- downloading, installing and using unauthorised software;
- visiting sites that contain pornographic, racist, discriminatory, abusive or offensive
material and/or viewing or downloading websites;
- gaining unauthorised access to non-public sources on the internet;
- deliberately changing or destroying information to which one has gained access via
the Internet without permission;
- participating in (lottery) games, shopping, gambling or visiting chat and/or chat
rooms;
- downloading or offering multimedia content and/or downloading documents without
prior consultation with the system administrator, of which the employee should
reasonably assume that they are too large.
Checks
Internet and e-mail use can be recorded. This registration takes place to ensure the
continuity of the technical infrastructure, to prevent disruption of business and other
(financial) damage and to monitor compliance with the rules of conduct and use by the
user. The content of Internet and e-mails may be checked if there is a suspected breach
of the rules of conduct and use by the user. Non-compliance with these rules may result
in disciplinary and employment-law measures.
Inspections are conducted from time to time to ensure the security of the network and to
ensure careful use in accordance with these rules. In addition, the technical integrity and
availability of infrastructure and services are ensured.
Incoming Internet and e-mail traffic is checked for viruses in the best way possible. If it
appears that an e-mail message contains a virus, it will automatically be blocked. If, in
spite of this an e-mail is received that may contain a virus, the recipient should
immediately contact the system administrator.
If it appears that this arrangement is not adhered to or if there are indications for this
(such as complaints, signals from inside or outside the company and system failures), the
data of the user(s) concerned may be printed, viewed and used. Checking and opening e-
mail to detect unlawful conduct of the employee is explicitly permitted.
The relevant data is stored as long as is necessary for further research and possible
actions taken against a user.
Non-compliance
If this arrangement, the business interest or the generally accepted standards and
conditions for the use of the Internet are violated, measures can be taken depending on
the nature and severity of the violation. These could include disciplinary and labour-law
measures such as a reprimand, transfer, suspension and termination of the employment
contract.
15.4 Electronic calendar

Outlook has an electronic calendar ("Calendar") where each employee can schedule their
own activities as well as those of others. Plan activities in this calendar and give a
number of colleagues rights to schedule appointments.
More information is available at the help desk.

15.5 Security
bol.com’s success is largely based on our customers’ trust in bol.com. The security of our
systems is of great importance. On the intranet, you will find the information security
policy under the heading security@bol.com, including the current guidelines regarding
the security of the building (alarm instruction), information security and password
management. Comply with the information security policy and the following guidelines
and use common sense:
- Do not leave any confidential information lying around on desks, near printers or
near the copy machine.
- Do not stick any labels with user names and passwords on the monitor or under
the keyboard;
- Always lock your PC or laptop when you walk away from your desk.
- Turn off your PC or laptop when you go home and store or take home your laptop.
- If you leave it on the desk outside office hours, your laptop must be secured with
a cable.
- Do not leave any doors to the corridors open.
- Do not let people in when they arrive at the personnel or visitors entrance at the
same time as you. Ask them who they are visiting. If they are visiting bol.com,
escort them to the reception. If they are visiting another company, do not let
them in. Ask them to ring the door of the company in question.
- Anyone who is not a guest must register using his access pass upon entering. If
you open the door with your pass and people enter with you, it is your
responsibility to make sure that these people also register with their access pass.
If people say they do not (yet) have an access pass, then treat them as guests
and escort them to the reception.
- Be careful with files containing sensitive information and do not save them on the
T-drive. Save them in the group directory.
- Do not take any sensitive files home with you. If necessary, system management
can enable you to work from home using a secure connection. You will, however,
need permission from your manager to do so.
The local network is protected against intruders by a firewall. In principle, it is closed for
all traffic, except the traffic we specifically let through. If, in connection with business
applications the firewall needs to be adjusted, please contact system management.
The workstation is equipped with a virus scanner that is remotely monitored and
updated. Windows security updates are also automatically implemented.
15.6 Fraud and theft

To ensure the safety of all colleagues, fraud and theft should always be prevented. If it is
established that money, property or procedures have been handled unlawfully,
immediate termination of the employment contract will follow for urgent cause pursuant
to Article 7:678 DCC.
For bol.com, the term theft is taken to include, but is not limited to the taking of
company resources such as office supplies, especially books, CDs, DVDs, videos,
software, games and other media products, as well as electronics and telephony, without
permission. The improper use (for purposes other than those that serve business
interests) of the name bol.com is regarded as a form of fraud.
15.7 CCTV monitoring

To protect company property against theft/embezzlement, visible cameras are placed in
several places in and around the building. In addition, bol.com may place cameras in the
workplace. If bol.com does so, it will notify staff of the presence of the cameras.

In special circumstances, bol.com may decide to temporarily use hidden cameras. This
will take place in consultation with the security officer and/or the police. Hidden cameras
can be used for example if there is a serious suspicion that employees are committing
criminal offences or other irregularities. The purpose of hidden camera surveillance is
then to obtain evidence of this.

PART IV COMMUNICATIONS

16. INTERNAL COMMUNICATION AND INFORMATION
Internally we have an agreement that, in principle, all major subjects are discussed 'face
to face' or, if all else fails, by telephone.
This helps us limit message traffic via e-mail and the Office Communicator (Lync) and
avoid misunderstandings.
16.1 Corporate identity

On the G-Drive, the folder 'Bol - templates' can be found under the folder 'General'. Here,
you will find the layout we use for written correspondence. A copy should be kept of all
outgoing written correspondence.
16.2 Intranet
On the intranet page, you will find the phone book, photos and news items. You can also
post news items yourself. In addition, the home page includes links to applications, our
own bol.com shop and the web helpdesk of the Facilities Department and the System
Management Department.
Do you have any questions about the intranet? Please contact Sanne van Heesch at the
Human Resources department.
16.3 Telephone
Every workplace has its own telephone with a private number, the
last 3 digits of which differ from other bol.com numbers. A telephone manual is available
on the intranet.
External calls are answered as follows:

"Good morning / afternoon, bol.com, this is ...speaking "
16.4 Office Communicator

Every employee at bol.com is connected to Office Communicator (Lync) after which his
own name is displayed on the existing bol.com list. This offers a quick and easy way to
ask a colleague something or to see if a colleague is present (at work).
16.5 Magazines
The reception has a list of the magazines to which bol.com subscribes. Each magazine
has a mailing list. If you want to read a particular title, let reception know so they can
put your name on the mailing list. Magazines are given to the first person on the list and
the magazine is to be passed on to the next person as soon as possible. In regard to
magazines in particular, it is important that they are passed on to the next person
quickly. That is why we ask you to cooperate with this. Please pass on the magazine
immediately if you are not going to read it in the next 2-3 days. If you are the last one
on the list, please give the magazine back to reception.
16.6 Team meeting

Every two months, a "team meeting" is held for all employees in the canteen on Friday.
During the team meeting, the results, a staff update and projects are presented. If Friday
is your day off, then you will be expected to come to the office for a team meeting on
your day off once every two months (on average). The dates of the team meetings can
be found on the intranet.

16.7 Party planning committee
The party planning committee organises internal events including the company party, the
annual Tombola (in cooperation with the B&M Department), Christmas and Dutch
Sinterklaas. More information can be found on the intranet.
No staff association has been established for the organisation of other activities.
However, the Facilities Department has a limited budget for activities in which the entire
company can participate (e.g. the "Oliebollen" indoor football tournament, motorbike
tour, or sports classes in the gym). Please contact the Facilities Helpdesk for questions or
initiatives.

17. EXTERNAL COMMUNICATIONS
The following guidelines have been drawn up for communication between bol.com and
the public. These guidelines are intended to present our company to the public as
consistently as possible.
17.1 Visits
Register visitors through the Facilities Helpdesk: http://bolnl-topdesk/. If the reception
has this data, they can also help visitors more quickly: the name of your visitor(s) will
then already have been filled out with a badge ready.
All visitors must register at reception, where they will receive a badge that says "visitor",
which they must wear in a clearly visible manner. The hosting bol.com employee is in
charge of supervision of external persons without an access pass. Even in an emergency,
the hosting bol.com employee is responsible for accompanying the visitor to the exit.
17.2 External requests and press

Questions relating to surveys, interviews or other matters the press or research agencies
ask us are always answered by Michel Schaeffer (commercial) and Daniel Ropers
(corporate). Therefore, always clearly ask who is on the line (from what company, etc.)
and never respond to questions. Indicate that questions about our organisation can only
be answered by one of the persons referred to above.
If you are approached or called, refer the person in question to the Executive Assistants.
They are the first point of contact for media affairs and PR requests and determine who
will be speaking to the press or who can answer certain questions.
17.3 Confidential information

We are very careful with confidential information on bol.com.
In principle, assume that most business information is confidential and therefore certainly
do not mention it at parties or in bars. Bol.com is very reticent in providing sales figures,
visitor numbers, information about the network and the hardware used, customers etc.
Keep this information internal!
On the intranet you will find an overview of which information can and which information
cannot go "out".
17.4 Social media

We are all increasingly active on social media. Many of us cannot imagine daily life
without Facebook, Hyves, LinkedIn and Twitter. We are proud to work with bol.com and
like to share this through these media. In short, colleagues talk extensively about our
store and our range in addition to our marketing activities. This is a wonderful form of
communication which indirectly contributes to the growth of bol.com! We really
encourage you to continue or start this. To make all this easier and to avoid confusion,
we would like to provide you with the following tools for your communication about
bol.com. If you use these, you will be sure that you are doing the right thing:
1. Be positive!
Working at bol.com is fun. But sometimes, there will be days on which you - for
whatever reason - do not enjoy it as much. You do not always have to keep this a
secret, but be aware that negative posts also have a negative effect on our brand
and can make it more difficult to recruit new colleagues.

2. Be honest!
When you talk about our stores or other stores, do not keep secret that you work
for bol.com. Honesty is the best policy, so just say it when you do not know the
answer to a question!
3. Keep company secrets to yourself!

For example, if you are involved in the preparations of the addition of a new
category, you would almost forget that this should remain a surprise for the
public, and especially our competitors. Be aware of this and keep these things -
such as turnovers - to yourself and your colleagues. If you are unsure about any
of this, please check with Maurice Nieuwland (PR) or Jeroen Sitkoorn (social
media).
4. Take responsibility!
If you make it known that you work at bol.com, you should also accept the
consequence that others may approach you with comments or questions about for
example our store or their order. If you can help them, please do! If you cannot
(because for instance a matter has to be resolved via customer service) or if you
are unsure as to how to resolve the matter, forward the message to the webcare
team (klantenservice@bol.com) and notify the person asking the question. He/she
and the rest of the world will know that you have taken action and that in itself
will already make them appreciate you.
5. Avoid discussions; do not take sides. Do not enter into discussions

We like to discuss our store (such as our product range or our commercials). If
someone wants to enter into a discussion with bol.com through you, please refer
them to our
Facebook page or Twitter channel. For your opinion will not always exactly match
that of bol.com. It does not necessarily have to, either, but be aware that other
parties often expect this to be the case.
6. Be factually correct.
Bol.com is growing and constantly changing. To ensure the quality of our brand it
is important that you – in your communication with the public - maintain correct
facts & figures about for example the number of customers we serve together,
and the quantity of items. You can find up-to-date information on our website at
the bottom of the most recent press release.
7. Complete conversations!
Did you enter into a conversation with a customer or consumer? Then please
complete your conversation. This can be done by answering a question,
expressing thanks for a compliment or by indicating that you have forwarded the
question to colleagues or have replied to the person asking the question in an e-
mail.

17.5 Ahold Code of Conduct
All employees of bol.com are also employees of Ahold, therefore in addition to the set of
common rules and guidelines that constitute our bol.com Code of Conduct and are
included in this Employee Handbook, there is also the Ahold Code of Conduct (Annex 7)
which applies to all Ahold employees worldwide.
The Ahold Code of Conduct must be acknowledged by designated Ahold employees

worldwide annually to comply with the Ahold governance/compliance requirements.

PART V HUMAN RESOURCES DEPARTMENT

18. HUMAN RESOURCES DEPARTMENT
Bol.com has a Human Resources department. This department is the contact point for
questions regarding all sorts of matters concerning staff. Within bol.com, Human
Resources falls within the Finance Department.
18.1 Introduction day for new employees

There is an introduction day for new employees. During the introduction day, new
employees are introduced to the bol.com company. This is also a good opportunity to
connect with other (new) colleagues. The introduction day is held every quarter. More
information can be obtained from the Human Resources department.
In addition, new employees are given a tour around the premises on the first day of the
month, with an introductory presentation about the emergency response organisation.
18.2 Department outing / department dinner

Per year €60 is made available per employee for a department outing / department
dinner. If this amount is not spent in the year concerned, the amount will expire.
18.3 Reporting changes

Through ESS (ADP program), you can, in addition to applying for leave, consult your
personal details and business information.
Here, you can enter address changes and modify and/or consult other data. The data you
enter in ESS will be forwarded to the personnel system. The data is exchanged every
night, so the changes will be updated in ESS and the personnel system the next day. You
can find the manual on the intranet. The manual describes exactly what you can do with
ESS.
18.4 Exit interview

An employee leaving employment at bol.com is contacted by the Human Resources
department for a final interview, the so-called the exit interview. This interview is
voluntary, but cooperation is greatly appreciated, given the value of this conversation for
bol.com.
In the exit interview, topics such as the following are addressed:

- the reason for leaving;
- the nature of the work, job content;
- working climate and organisation;
- the employee benefits package;
- education and training possibilities.
18.5 Testimonial
Upon request, employees who leave employment at bol.com will receive a testimonial
which includes the following elements:
- job(s);
- term of the employment;
- job specification;
If desired, the manner in which the job was performed and the manner in which the
employment was terminated will be mentioned.

18.6 Expense claims
Certain expenses, such as travel and accommodation costs, business dinners etc. will be
reimbursed by bol.com. The standard expense claim form can be found on the network.
More information can be obtained on the intranet and at the Finance department.
18.7 Personal Data Protection Act

For the proper management of the company, bol.com must keep a personnel
administration. Based on the Personal Data Protection Act, employees are allowed to
inspect and correct their personal data. If bol.com deems the provision of personal data
to third parties necessary, bol.com will inform the employee of this intention in writing.
The employee may lodge an objection against this intention within four weeks.
18.8 Compulsory Identification Act

In connection with the Compulsory Identification Act which came into force on 1 June
1994, every employee is at all times required to be able to identify himself at the
workplace by means of valid identification (passport or ID card). The Human Resources
department must also be provided with a copy of a valid passport or ID card. The copy
will be made no later than on the employee’s 1st working day. Foreigners must be able to
submit a residence permit in addition to valid identification.

ANNEXES

Annex 1 Job category structure, salary system & RSP table
Group Classification
8 Organisation Leadership
Strategy development and realisation
7 Leading Expert / Management
Expertise leader, strategic advisor, most senior operational management role
6 Senior Experienced Professional
Expert and advisor in own area of expertise with guiding role in terms of business, management and
board
5 Experienced Professional
Specialist in own (sub) area of expertise with advisory role to business, management and board
4 Professional
Independently operating and advising, expertise-oriented professional
3 Starting Professional
Independently operating expertise-oriented professional
2 Educated Performer
Supporting role based on assignments
1 Skilled Performer
Typical service-providing and supporting role in respect of internal and external employees based on
instructions
Job category structure (excluding the board)
Full-time annual salaries in Euros (including holiday allowance)

Scale Minimum Midpoint Maximum
8 82,487 103,110 123,732
7 63,452 79,315 95,178
6 52,877 66,096 79,315
5 44,064 55,080 66,096
4 34,425 45,900 55,080
3 28,688 38,250 45,900
2 23,907 31,875 38,250
1 19,125 25,500 30,600
Salary system
The percentage of the annual salary increase is determined by the individual assessment
score combined with the individual position in the salary scale. This position is expressed
as the Relative Salary Position (RSP). The RSP is calculated by dividing the salary of the
employee (full-time salary including holiday allowance) by the midpoint of the relevant
salary scale.

Relative Salary Position (RSP)
Employee salary
RSP = Midpoint salary scale x 100%
Position in the (RSP) scale

Assessment score < 85% 85-95% 96-107% > 107%
5 - Excellent 12.5% 10% 7.5% 5%*
4 - Very good 10% 7.5% 5% 2.5%*
3 – Good 6% 5% 2.5% 1%*
2 – Sufficient 2.5% 1.5% 0% 0%
1 – Unacceptable 0% 0% 0% 0%
RSP table (*subject to a maximum scale amount of 120%)

Annex 2 Sick report procedure
The sick report procedure includes the agreements made within bol.com in the event that
an employee reports sick.
It is important that you observe this procedure. One of the purposes of the sick report
procedure is to enable the assessment and initiation of adequate supervision by the
manager and the company doctor. If the employee fails to cooperate with this
assessment and supervision, this may result in cancellation of the entitlement to sickness
benefits or a supplement exceeding the statutory minimum.
1 Sick report
Are you ill? Report this by telephone (not by e-mail or SMS) yourself to your manager
and reception before 9:00am. If you fall ill during the working day, you must report this
to your manager and reception.
When you report sick, state the following (if possible):
the beginning and the cause of the absence;
the nature of the illness;
the probable duration of the illness;
(care) address and telephone number;
if you report sick during a holiday, you must state your place of residence, telephone
and attending physician.
The reception will forward your sick report to the Human Resources department.
2 Notification of recovery
When you have recovered, notify your manager and reception that you have recovered
before 9:00am. The reception will then send your notification of recovery to the Human
Resources department.
3 Family doctor
In the interest of a speedy recovery, we expect you to see your family doctor within a
reasonable period and to follow this doctor’s instructions.
4 Request to visit company doctor

As long as you are not working, the company doctor may ask you to visit the doctor’s
office. We expect you to comply with this request.
In special cases, you may be asked to go and visit a (medical) specialist designated by
the company doctor. Do comply with this request, even if you already feel better, as the
specialist can help you prevent symptoms from recurring.
5 Accessibility
The employer, company doctor and inspector (if necessary) must always be able to reach
or visit you during your absence. Ensure that your current (care) address is known to the
employer and that you can be reached, in any event until 4:00pm.
Cannot be reached If you cannot be reached because of a doctor's visit and/or

necessary medical treatment, you must inform the employer of this;
If you are cannot be reached at the (care) address, the employer will be informed
thereof by the company doctor. If necessary, follow-up actions will be agreed in
consultation with the employer.
7 Obstructing recovery
Do not do things during illness that may prevent recovery. This certainly applies to
activities the family doctor or the company doctor explicitly advise you against. The
employer may suspend continued payment of your salary.

8 Working during illness
During illness, you may only perform the activities that are permitted by the company
doctor. Temporary other activities will always be agreed upon in consultation with the
company doctor. You are expected to actively cooperate in finding temporary activities.
The Working Conditions Act stipulates that an employee must accept alternative work
and that the employer must try to find alternative work.
9 Holiday during illness

During illness, you may only stay at a (foreign) holiday address with the employer’s
permission. The company doctor should also be informed in the event that there are any
medical objections against the journey or stay. The permission must be requested well in
advance (at least one week).
10 Reporting sick from your holiday address

If you fall ill at your holiday destination, you must immediately report this to your
immediate manager. You must also state the address you are staying at. On the first
day, you must submit a statement from the physician including the first day of illness and
the cause of the illness. Based on this statement, we will assess whether you are entitled
to a refund of your holiday entitlement.
11 Second Opinion
You may request a second opinion if you do not agree with the company doctor’s
decision. If you wish to exercise this right, you can indicate this to Human Resources
Telephone consult: at the doctor’s office you can, anonymously, discuss problems in
relation to health and work with the company doctor.
The company doctor can be reached during working hours. Telephone number: 06-
46207816.

Annex 3 Bicycle for commuting
Under certain conditions, the employer may provide a bicycle to the employee. Bol.com
will reimburse the bike and the fee will be offset against the salary
(the scheme is subject to the tax legislation).
Requirements for a bicycle for commuting:

1. The bike reimbursement is no more than €749.
2. Reimbursement of bicycle-related costs (repair/rainwear, etc.) is not more than €82
per year (up to 3 years).
3. Reimbursement of bicycle insurance for actual costs.
4. The employee must go to work by bike more than half of the number of days (you
must be able to make this plausible).
5. The scheme can be used once in three years.
6. The employee does not have a company car.
Procedure
If you wish to make use of this scheme, you must first request approval from Human
Resources.
You will purchase the bike yourself.
Invoice and proof of payment must be submitted to the Human Resources
department.
A 'bike for commuting' agreement is drawn up.
The purchase is reimbursed.
The amount is settled through the salary payment.
Settlement through salary

The amount to be reimbursed (up to €749 plus €82 plus bike insurance costs) is
transferred to the employee by bol.com.
Subsequently, an amount is withheld from your gross salary, either directly or per
month. This withholding may only be done in no more than six months.
Employees may also surrender holiday entitlement over and above the statutory
minimum (based on hourly wages, including holiday allowance).
Calculation example
A bike is purchased for €700. In addition, a rain suit and other accessories have been
purchased for €100 (based on the tax arrangement €82 of this is reimbursed in the 1 st
year, and €18 in the 2nd year) as well as bicycle insurance for €200.
This brings the total reimbursement to €982.
If an employee wants to repay this by surrendering two holiday days (hourly rate is €14)
and the remainder by withholding gross salary, the calculation will be as follows:
Loan €982.00
Offset holiday entitlement €241.92 – (2 days * 8 hours * €14 x 8%)
---------------
Deduction gross salary €740.08
========
In the 2nd year, we will reimburse the remaining amount for accessories of €18. This
amount will be offset against the gross salary.
What is the benefit for the employee?

The benefit for the employee is that the fee is withheld in a gross amount and reimbursed
in a net amount. The amount of the benefit depends on your tax rate.
Example: You have purchased a bike worth €749. A payroll tax deduction is made of
€346. You will only pay a net amount of €403 for your bike.
If you have bought a bike and want to know the net amount you will be paying for the
bike, then you can have this calculated by the Human Resources department.
Disadvantages for the employee

Since the gross wage is temporarily reduced, this will affect the deductions for retirement
and social insurance legislation (WIA/WW). Obviously, as a result any subsequent
benefits will be lower.
Public transport
People who use public transport can also use the scheme referred to above, insofar as
they can make it plausible that they cycle to the station more than half the number of
days.

Annex 4 Mobile telephone scheme
Introduction
This arrangement stipulates the conditions for allocation and use of a mobile phone of
bol.com.
Allocation
An employee receives a mobile telephone if this is necessary for the performance of
his/her duties and/or if accessibility is an absolute must.
Following the receipt of the mobile telephone, the user will sign the “Computer
equipment/telephony loan agreement” and the “Mobile telephony scheme” and by doing
so, agrees to the conditions.
When the employee leaves employment at bol.com, the mobile phone must be returned
to the company. In the event of long-term illness or absence (more than 4 weeks),
bol.com is authorised to temporarily take back the mobile phone.
Use
The mobile phone is the property of bol.com. The user is expected to handle the phone
with due care. Any damages to the mobile phone which can clearly be attributed to the
user can be charged.
The mobile phone is deemed to be used for business purposes, and therefore private calls
must be kept to a minimum. It is assumed that a minimum of 90% of the telephone calls
are business calls.
Analysis
Every month, the telephone costs of all users are analysed and everyone receives an
overview of the amount of his/her telephone costs compared to the average user.
The aim is to control costs in this way and to make everyone aware of their telephone
conduct compared to the other users. In case of excessive use, where there is doubt
about the business nature of the telephone costs, bol.com is entitled to recover the costs
from the user.
Bol.com is at all times authorised to request and analyse a breakdown of the telephone
invoice.
Taxation
The mobile telephony scheme is subject to tax legislation. All tax consequences for the
use of the mobile telephone, if applicable, will be borne by the user.
No tax addition will apply if the business use is 10% or more.
Other
The board will ultimately decide whether a mobile telephone is allocated and/or must be
returned.
Damage or theft must immediately be reported to System Management.

Annex 5 Computer scheme
Introduction
This scheme stipulates the conditions for the allocation and use of bol.com computers
(these include: computers, laptops, pocket PCs, PDAs, navigation systems and associated
peripherals such as modems, printers, fax machines and operating software).
Allocation
An employee is provided with a computer if this is necessary for the performance of his
/her duties.
Following receipt of the computer, the user signs the “Computer / telephony loan
agreement” and signs the “Computer scheme - declaration business use” and by doing so
agrees to the conditions.
When the employee leaves employment at bol.com, the computer must be returned. In
the event of long-term illness or absence (more than 4 weeks), bol.com is entitled to
temporarily take back the computer.
Use
The computer is owned by bol.com. The user is expected to handle it with due care. Any
damage which is obviously attributable to the user can be charged.
The computer is deemed to be used for business purposes and in such a way that private
use is kept to a minimum. It is assumed that at least 90% of the use of the computer is
for business purposes.
Taxation
The computer scheme is subject to tax legislation. All tax consequences for the use of the
laptop, if applicable, shall be borne by the user.
No tax addition will apply if the business use is 90% or more.
Other
The board will ultimately decide whether a computer is allocated and/or must be
returned.
Damage or theft must immediately be reported to Systems Management.

Annex 6 Policy regarding gifts, incentives and events
To avoid the semblance of a conflict of interests between the private interests of

employees and the interests of bol.com and to create clarity regarding the acceptance of
gifts and invitations from our business partners, a policy has been formulated regarding
incentives. In summary, this means that in principle, all incentives received are owned by
bol.com and distributed through the annual Tombola.
Definitions
• Incentive gift: a business gift, a product from the range of the contact, or any
other gift with a value that can be expressed in money, given or offered by a
contact to a bol.com employee.
• Incentive event: travel, accommodation, lunch, dinners, concerts, book launch,
sports event and the like, or any other gift with a value that can be expressed in
money, given or offered by a relation to a bol.com employee.
• Incentive: Incentive gifts and/or Incentive events.
• Duty to report: the obligation of the employee to report the receipt or offer of an
Incentive to the relevant department manager or director within 7 days.
Policy rules
1. In principle, bol.com does not allow the acceptance of incentives by employees.
2. Any incentives that have been left behind, sent or made available in any other
way are the property of bol.com. For the employee would not have received or
been offered the Incentive if he had not been employed at bol.com.
3. The employee has a duty to report it if he has received an Incentive.
4. In a limited number of cases, the rules described above can be deviated from in
consultation with the department director and it may be decided that the incentive
may still be personally accepted1:
a. Incentive gifts with a value of less than €50 may be accepted, provided
that they are given no more often than once per year per relation per
employee and the employee has only one or a few of this type of contracts.
The employee must report the receipt of the Incentive gift to his
department manager.
b. Incentive gifts included in the bol.com product range or which it intends to
include in its range are the property of bol.com and must be reported and
registered by the employee. The employee may temporarily keep this
incentive on loan in consultation with the department manager. During this
period, the employee is responsible for the received Incentive, and may at
all times be requested to return the received Incentive to bol.com. To the
extent that the employee remains in default, bol.com is entitled to charge
the replacement value to the employee. The employee remains responsible
for the received Incentive, until it is formally handed over to bol.com and
the transfer has been approved by the Facility Manager.
c. Invitations to Incentive events that take place outside working hours and
have a monetary value of less than €75 may be accepted, provided that
they are given no more than once per year per contact per employee and
that the employee only has one or a few of these types of contacts. The
employee must report invitations to the Incentive event to his department
manager.
During Incentive events, the employee represents bol.com and must
conduct himself as such. Confidential information on and of bol.com is
1
The employee may accept the incentive gift or the invitation for the incentive event after permission if the
giver has paid the payroll tax.
obviously not to be shared with third parties and the employee should
always be aware of this.
d. Invitations for Incentive events that take place during working hours, such
as travel, accommodation, lunch, dinners, concerts, book launch, sports
events, and the like. The following criteria apply in this respect:
o The employee should prove in advance that participation in the
Incentive event provides a specific and predetermined contribution
to achieving the objectives of bol.com.
Upon acceptance, there must be a strategic partner. This can be an
existing contact who already represents a significant turnover or a
partner with serious sales potential or strategic importance in the
coming years. The department director determines whether the
situation concerns a strategic partner. An invitation will never be
accepted from a party with whom no business has yet been
conducted. In other words: this may be an attempt to acquire
bol.com as a client. The trip must have a business aspect in regard
to content. This may be a visit to a factory or for instance
participation in a forum/workshop where the content of the business
will be discussed. Obviously, part of the trip will include
entertainment, but it may not consist solely of entertainment. On
balance, the programme must clearly be business-related: the
entertainment part must not be disproportionate to the whole.
o Prior permission from the relevant director is a condition for
participation by the employee.
o Regional limit: only Incentive events within Europe are permitted.
o Frequency and duration: up to 2 Incentive events per year. The
incentive events together may not take more than 3 (working) days.
o The Incentive event must not interfere with or jeopardise daily
activities. In principle, leading up to or during important periods,
such as a milestone or test phases of new functionalities, a “No
Incentive events policy” applies, unless the board decides otherwise
based on compelling arguments.
o The employee must report on the event within 5 working days after
participating in the Incentive event, in accordance with the
formulated objectives.
o The Employee represents bol.com and should conduct himself
accordingly. Confidential information on and of bol.com is obviously
not to be shared with third parties and the employee should always
be aware of this.
No incentives may ever be accepted without explicit permission from the employee’s
manager.

Annex 7 Ahold Code of Conduct

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FOREWORD

Dear bol.com employee,

The Employee Handbook consists of the following parts:

Employee Handbook 2014 2

Due to a strategy change at the Bertelsmann AG DirectGroup, it was decided in

In December 2008, Verlagsgruppe Weltbild and Holtzbrinck Ventures announced their

The board currently consists of:

Employee Handbook 2014 3

Employee Handbook 2014 4

Employee Handbook 2014 7

Employee Handbook 2014 8

1.1 General information

In the following pages employees will find detailed information about:

1.2 Employment contract

This employment contract will in any event state:

Consequences of a failure to do so will be for the account and responsibility of the

1.4 Ancillary activities

1.5 Intellectual property

Employee Handbook 2014 10

The trial period is one month for:

The trial period is two months for:

1.7 Termination of the employment contract

1.7.1 Termination of the employment contract during the trial period

1.7.4 Termination of the employment contract by operation of law

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2.1 Salary and salary payment

2.2 Job category structure & payroll system

The 2014 company bonus is based on three criteria:

The corporate performance to be achieved is determined by the bol.com Board in

FINAL DETERMINATION OF THE BONUS

Maximum Realisation Bonus (before

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2.4 Holiday allowance

2.6 Assessment system

The annual assessment process comprises three steps:

For this, we use a digital performance management tool.

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3.1 Starting times

3.2 Working hours

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4.1 Holiday scheme

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4.2 Leave registration via ESS

4.3 Accrual of holiday entitlement during absence

4.4 Registering holidays during illness

4.5 Special leave

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4.5.3 Short term care leave

4.5.4 Maternity leave

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The employee must inform bol.com of the birth as soon as possible.

4.6 Unpaid leave

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The arrangement is as follows.

4.8 Long-term care leave

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5.1 Job description

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6.1. Regulations regarding sick reports and notifications of recovery

6.2 Company doctor

6.3 Income during illness/work disability

Income during the first two years of illness