TERMS OF USE

Definitions

In these terms, the following definitions apply:

• Withdrawal period: the timeframe in which consumers may 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: an agreement for the regular supply of goods, services, and/or digital content over a set period;
• Durable data carrier: any tool (including email) that allows the consumer or entrepreneur to store information sent by another party for future reference or use (for a period matching the information’s purpose), while keeping the stored data unchanged and enabling copies;
• Right of withdrawal: the consumer’s option to end a distance contract during the withdrawal period;
• Entrepreneur: a natural or legal person providing consumers with products, (access to) digital content, and/or services remotely;
• Distance contract: a contract between a trader and consumer formed through an organized system for selling products, digital content, and/or services at a distance—using distance communication technologies in full or in part—up to and including the contract’s conclusion;
• Sample withdrawal form: a European model withdrawal form included in Annex I of these terms. If the consumer has no right to withdraw, Annex I is not required;
• Distance communication technology: technology that allows agreements to be reached without the consumer and trader being in the same place at the same time.

Applicability

These general terms apply to all offers made by the Trader and every distance contract between the Trader and the Consumer.

Before the distance contract is formed, the consumer will be given access to these general terms. If this is not reasonably possible, the trader will explain how the consumer can review the terms before the contract is concluded and will send them free of charge upon request, as soon as possible.

For electronically formed distance contracts, despite the above, the general terms may be made available to the consumer in electronic form before the contract is formed—allowing easy storage on a durable data carrier. If this is not feasible, the trader will indicate where the terms can be viewed electronically before the contract is formed and will send them electronically or via another free method upon the consumer’s request.

If specific product or service terms apply alongside these general terms, the above rules apply similarly. In case of conflicting terms, the consumer may always rely on the terms most favorable to them.

Article 4 – Offers

An offer includes a complete, accurate description of the products, digital content, and/or services being offered—detailed enough for the consumer to properly evaluate the offering. If the entrepreneur uses images, they must truthfully represent the products, services, and/or digital content. Obvious errors or mistakes in the offer do not legally bind the entrepreneur.

Every offer includes information outlining the rights and obligations associated with accepting it.

Contract Formation

Subject to paragraph 4, the contract is formed when the consumer accepts the offer and meets its specified conditions.

If the consumer accepts the offer electronically, the trader will immediately send electronic confirmation of receipt of this acceptance. Until this confirmation is sent, the consumer may withdraw from the contract.

For electronically formed contracts, the entrepreneur will implement appropriate technical and organizational measures to secure electronic data transmission and maintain a safe network environment. If consumers can make electronic payments, the entrepreneur will take suitable security steps.

Within legal boundaries, the entrepreneur may assess the consumer’s ability to meet payment obligations and other factors relevant to responsibly forming the distance contract. If this assessment reveals valid reasons not to form the contract, the entrepreneur may refuse the order or request (with an explanation) or impose special conditions for fulfillment.

By the latest at the time of delivering the product, service, or digital content, the entrepreneur will provide the consumer—either in writing or via a format storable on a durable data carrier—with:
a. The address of the entrepreneur’s location where consumers can submit complaints;
b. The conditions and methods for exercising the right of withdrawal, or a clear statement that this right is excluded;
c. Details about guarantees and available after-sales service;
d. Prices (including all taxes and fees for products, services, or digital content), delivery costs (if applicable), and the 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 sample withdrawal form, if the consumer has the right to withdraw.

For forward transactions, the above applies only to the first delivery.

Right of Withdrawal

For products:

The consumer may end the product purchase contract within the 14-day withdrawal period by emailing [email protected], with no need to provide a reason. The trader may ask for the reason for withdrawal but cannot require an explanation.

The withdrawal period starts:

• For a single product: the day after the consumer or a third party (other than the carrier) designated by the consumer receives the product;
• For multiple products in the same order: the day the consumer or their designated third party receives the last product. The trader may specify that orders with multiple products (delivered on different dates) cannot be withdrawn as a whole, provided this is clearly stated before the order is placed;
• For products delivered in multiple batches or parts: the day the consumer or their designated third party receives the last batch or part.

Pricing

During the offer’s validity period, product and/or service prices will remain unchanged, except for increases due to changes in the value-added tax rate.

Prices listed for products or services include VAT.

Delivery and Performance

The entrepreneur will exercise due care when accepting and fulfilling product orders and evaluating service requests.

Delivery occurs at the address provided by the consumer when placing the order.

As per Article 4 of these terms, the entrepreneur will fulfill accepted orders promptly, and in any case within 30 days, unless a different delivery date is agreed. If delivery is delayed, the order cannot be fulfilled, or only partially fulfilled, the consumer will be notified within 30 days of placing the order. In such cases, the consumer may withdraw from the contract free of charge and claim any applicable compensation.

After termination under the above, the entrepreneur will immediately refund any amount paid by the consumer. Unless agreed otherwise, the entrepreneur bears the risk of damage or loss to the product until it is delivered to the consumer or their pre-designated, announced representative.

Complaints Procedure

The entrepreneur maintains a fully transparent complaints process and handles complaints accordingly.

Complaints about contract performance must be submitted to the entrepreneur in a complete, clear manner within a reasonable time after the consumer discovers the issue.

Complaints received by the entrepreneur 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 can be expected.

The consumer must allow the entrepreneur at least 4 weeks to resolve the complaint through mutual agreement. After this period, any unresolved issue becomes a dispute subject to dispute resolution procedures.

Article 17 – Additional or Different Terms

Any additional or differing terms to these general terms must not disadvantage the consumer and must be documented in writing or on a durable data carrier in a format accessible to the consumer