TERMS OF USE

Definitions

In these terms, the following definitions shall apply:

Withdrawal timeframe: the period during which consumers may exercise their right to withdraw;
Consumer: an individual acting outside the scope of their trade, business, craft, or profession;
Day: a calendar day;
Digital content: data created and supplied in digital form;
Permanent contract: an agreement for the regular supply of goods, services, and/or digital content over a specified period;
Durable data carrier: any medium (including email) that allows the consumer or entrepreneur to store information sent by another individual 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 terminate a distance contract during the withdrawal timeframe;
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 completion;
Sample withdrawal form: a European model withdrawal form contained in Annex I of these terms. If the consumer has no right to withdraw from the order, Annex I is not required;
Distance communication technology: technology that allows agreements to be reached without the consumer and trader being in the same room at the same time.

Applicability

These general terms govern all offers from the Trader and every distance contract between the Trader and the Consumer.

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

For distance contracts formed electronically, despite the above, the general terms may be made available to the consumer in electronic form before the contract is completed—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-related terms apply alongside these general terms, the above rules apply equally. In case of conflicting terms, the consumer may always rely on the terms most favorable to them.

Article 4 – Offers

An offer includes a comprehensive, precise description of the products, digital content, and/or services being offered—detailed enough to allow consumers to properly evaluate the offering. If the entrepreneur uses images, they must accurately reflect the products, services, and/or digital content. Obvious errors or mistakes in the offer do not legally bind the entrepreneur.

Every offer contains 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 promptly send electronic confirmation of having received 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 precautions.

Within legal limits, 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 to decline 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 terminate the purchase contract within the 14-day withdrawal timeframe 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 timeframe 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 validity of promotional terms, product and/or service prices will remain unchanged, except for increases resulting from changes in the goods and services 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 outlined in Article 4, the entrepreneur will process and deliver accepted orders promptly, with a maximum timeframe of 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.

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

Complaints Procedure

The entrepreneur operates a fully transparent complaints process and handles complaints in accordance with this procedure.

Complaints regarding 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 an accessible format for the consumer.