TERMS OF USE
The following definitions apply within these terms:
- Reflection period: The window during which consumers can exercise their right to withdraw.
- Consumer: An individual acting for purposes unrelated to their trade, business, craft, or profession.
- Day: A calendar day.
- Digital content: Data created and supplied in digital format.
- Permanent contract: A contract involving the regular delivery of goods, services, and/or digital content over a set timeframe.
- Durable data carrier: Any device—including email—that allows the consumer or entrepreneur to store information sent by a person for future reference or use (for a period matching the information’s purpose) and enables the stored information to remain unchanged and be copied.
- Right of withdrawal: The ability of consumers to end a distance contract during the reflection period.
- Entrepreneur: A natural person or legal entity providing consumers with products, (access to) digital content, and/or services from a distance.
- Distance contract: A contract between a trader and a consumer formed through an organized system for selling products, digital content, and/or services remotely, using distance communication technologies (in whole or part) up to and including the contract’s completion.
- Sample withdrawal form: A European model withdrawal form located in Annex I of these Terms and Conditions. If the consumer has no right to withdraw from the order, Annex I need not be attached.
- Remote communication technology: A technology enabling agreement-making without the consumer and trader being in the same room simultaneously.
Applicability
These general terms and conditions apply to every offer from the Trader and every distance contract between the Trader and the Consumer.
Before a distance contract is formed, the text of these Terms and Conditions will be made available to the Consumer. If this isn’t reasonably feasible, the operator will explain how the consumer can familiarize themselves with the general terms and conditions before the contract is formed, and will send them free of charge as soon as possible upon the consumer’s request.
If the distance contract is formed electronically, despite the previous paragraph, the text of these general terms and conditions may be provided to the consumer in electronic form before the contract is formed to allow them to review it. They can be easily stored on durable data carriers. If this isn’t reasonably feasible, a location where the general terms and conditions can be viewed electronically will be indicated before the contract is formed, and these terms will be sent electronically or via another free method upon the consumer’s request.
If specific product or service-related terms apply alongside these general terms, the second and third paragraphs will apply accordingly. In case of conflicting terms, the consumer may always rely on the applicable terms most favorable to them.
Article 4 – Offers
An offer must include a full, accurate description of the products, digital content, and/or services offered. The description must be detailed enough to let the consumer make a sound assessment of the product. If the entrepreneur uses images, they must truly represent the offered products, services, and/or digital content. Obvious errors or mistakes in the offer do not legally bind the entrepreneur.
Each offer contains information outlining the Consumer’s rights and obligations when accepting the offer.
Agreement Formation
Subject to paragraph 4, the agreement is formed when the Consumer accepts the offer and meets the specified conditions.
If the Consumer accepts the offer electronically, the Seller will immediately confirm receipt of the acceptance in electronic form. Until the entrepreneur confirms this receipt, the consumer may terminate the agreement.
For electronically formed agreements, the Entrepreneur will implement appropriate technical and organizational measures to secure electronic data transmission and maintain a safe network environment. If consumers can pay electronically, the entrepreneur will take suitable security measures.
Within legal bounds, the entrepreneur may assess the consumer’s ability to meet payment obligations and all relevant facts/factors for responsibly forming the distance contract. If, following this assessment, the entrepreneur has valid reasons to decline the agreement, they may reject the order or application (with explanation) or impose special conditions for its fulfillment.
By the latest at delivery of the product, service, or digital content, the entrepreneur will send the consumer (in writing or via a format the consumer can save accessibly on a durable data carrier):
a. The address of the entrepreneur’s branch where complaints can be submitted;
b. The conditions and methods for exercising the right of withdrawal, or a clear statement that the right is excluded;
c. Details about guarantees and available after-sales service;
d. Prices (including all taxes/fees, where applicable), delivery costs, and payment, delivery, or performance methods for the distance contract;
e. Requirements for terminating the contract if its term exceeds one year or is indefinite;
f. A model withdrawal form (if the consumer has the right to withdraw).
For forward transactions, the above provisions apply only to the first delivery.
Right of Withdrawal
For products:
Consumers may terminate the purchase contract within a 14-day withdrawal period by emailing [email protected], no reason required. Traders may ask for the reason for withdrawal but cannot compel an explanation.
The withdrawal period starts the day after the consumer (or a third party designated by them, excluding the carrier) receives the product, or:
- For multiple products from the same order: The date the last product is received by the consumer or their designated third party. Orders for multiple products with varying delivery dates may be refused if the trader clearly informs the consumer of this before ordering.
- For products delivered in batches/parts: The date the last batch/part is received by the consumer or their designated third party.
Pricing
During the validity of preferential provisions, product and/or service prices will not increase—except for changes due to adjustments in goods and services tax rates.
Prices in product or service offers include VAT.
Delivery and Performance
Entrepreneurs will exercise extra care when accepting/fulfilling product orders and evaluating service requests.
Delivery takes place at the address provided to the Seller when the Consumer places the order.
As per Article 4 of these General Terms and Conditions, accepted orders will be fulfilled immediately, but no later than 30 days—unless a different delivery date is agreed. In case of delivery delays, partial fulfillment, or inability to fulfill, consumers will be notified within 30 days of ordering. The consumer may then terminate the contract free of charge and claim compensation.
After such termination, the operator will immediately refund the amount paid. Unless otherwise agreed, the Entrepreneur bears the risk of damage/loss until the product is delivered to the Consumer or their pre-designated, announced representative.
Complaints Procedure
Entrepreneurs maintain a fully transparent complaints process and handle complaints accordingly.
Complaints about contract performance must be submitted to the Operator fully and clearly within a reasonable time after the Consumer discovers the issue.
Complaints received will be addressed within 14 days. If a longer processing time is foreseeable, the Entrepreneur will respond within 14 days to confirm receipt and indicate when a detailed response is expected.
Consumers must allow the entrepreneur at least 4 weeks to resolve complaints through mutual agreement. Beyond this period, a dispute arises, subject to dispute resolution procedures.
Article 17 – Additional or Different Conditions
Additional or different conditions to these general terms must not harm the consumer and must be recorded in writing or on a durable data carrier accessible to the consumer.