GENERAL TERMS AND CONDITIONS FOR THE SALE OF VOUCHERS
Maximus Resort, a.s., company registration number: 269 65 437, with its registered office at Hrázní 327/4a, Kníničky, 635 00 Brno, registered in the Commercial Register maintained with the Regional Court in Brno, Section B, File 4332 (hereinafter referred to as “Seller”).
1. OPENING PROVISIONS
1.1. These Terms and Conditions of the Seller (hereinafter referred to as “Terms and Conditions”) govern in accordance with the provisions of Section 1751(1) of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter referred to as the “Civil Code”), the terms and conditions governing the operation and use of the online sales of Maximus Resort vouchers operated by the Seller at https://www.maximus-resort.cz/ (hereinafter referred to as the “E-shop”) and the terms and conditions of the sales contracts (hereinafter referred to as the “Contract”) concluded between the Seller and customers who shop in the E-shop (hereinafter referred to as “Buyer”), the subject of which is the purchase of vouchers offered by the Seller via the E-shop (hereinafter referred to as “Voucher”).
1.2. The provisions of the Terms and Conditions are an integral part of the Contract from the moment its conclusion. Provisions that differ from the Terms and Conditions may be agreed in writing in the Contract; such provisions shall take precedence over the Terms and Conditions.
1.3. These Terms and Conditions apply both to cases where the Buyer is a person acting, when concluding the Contract, in the course of its business activities or in the course of its independent professional practice (hereinafter referred to as “Entrepreneur”), as well as to cases where the Buyer is a natural person acting, when concluding the Contract, outside the scope of its business activities or the scope of its independent professional practice (hereinafter referred to as “Consumer”).
1.4. These Terms and Conditions and all legal relationships arising therefrom, including the Contract, shall be governed by the laws of the Czech Republic. Unless otherwise provided for in these Terms and Conditions, the rights and obligations of the Seller and the Buyer shall be governed by relevant and generally applicable legislation of the Czech Republic.
2. VOUCHERS
2.1. The seller offers the following via the E-shop:
2.1.1. Vouchers for the value stated on the E-shop, which may be used to pay for services provided by the relevant hotel, restaurant or wellness centre (hereinafter referred to as “Value Voucher”);
2.1.2. Vouchers for a specific stay, or for the use of hotel and/or wellness services at the hotel (hereinafter referred to as the “Experience Voucher”).
2.2. Vouchers entitle their authorised holders to redeem them subject to the conditions set out in this Article 2 of these Terms and Conditions.
2.3. The voucher primarily contains the following details:
2.3.1. the value of the Voucher (in the case of a Value Voucher) / the service that can be redeemed by redeeming the Voucher (in the case of an Experience Voucher),
2.3.2. Voucher issue date,
2.3.3. Voucher validity,
2.3.4. Voucher code,
2.3.5. the place where the Voucher can be redeemed,
2.3.6. identification and contact details of the service provider whose services may be used under the Voucher.
2.4. Unless otherwise stated on the E-shop, the Voucher does not contain the name of its authorised holder.
2.5. In the case of a Value Voucher, the eligible Voucher holder chooses the item covered by the Voucher. In the case of an Experience Voucher, the subject of the Voucher is chosen in advance by the Buyer.
2.6. The Seller shall issue a Voucher on the basis of an Order placed by the Buyer via the order form on the E-shop interface.
2.7. The Voucher may be redeemed by the person who is its authorised holder. “Redeeming the Voucher” shall mean the moment a binding order for a service is placed with the Seller in accordance with Seller’s Terms and Conditions available at: https://www.maximus-resort.cz/en/terms/, which the Seller will confirm.
2.8. The Voucher is sent to the Buyer by a delivery service to the delivery address or e-mail address specified by the Buyer in the Order, or is made available for collection in person.
2.9. The period during which the authorised holder of the Voucher is entitled to redeem the Voucher is limited to
2.9.1. a period of 3 (three) years from the date of issue in the case of Value Vouchers,
2.9.2. a period of 9 (nine) months from the date of issue in the case of Experience Vouchers,
(hereinafter referred to as “Validity Period”), unless otherwise stated on the Voucher. The expiry date is shown on the Voucher.
2.10. The Voucher may only be redeemed once, for a single use during a single visit to the Seller, no later than the last day of its Validity Period, i.e. on the expiry date, unless otherwise agreed.
2.11. In the case of a Value Voucher, if the value of the services provided is lower than the value of the Value Voucher, the authorised holder is not entitled to a refund of the difference.
2.12. Once the Validity Period has expired, the Voucher cannot be redeemed, nor can a refund or any other form of compensation be claimed. The Validity Period can be extended:
2.12.1. by 3 (three) months for a fee of 500 CZK (five hundred Czech korunas),
2.12.2. by 6 (six) months for a fee of 1 000 CZK (one thousand Czech korunas),
(hereinafter referred to as “Extension Fee”), following a request to extend the Voucher’s Validity Period (hereinafter referred to as “Extension Request”).
2.13. The Buyer must send a request for an extension to the e-mail address rezervace@maximus-resort.cz or notify the Seller of such a request by other means in accordance with Article 15 of the Terms and Conditions before the expiry of the Validity Period. The Seller shall, without undue delay and no later than 3 (three) working days from receipt, confirm the Extension Request, provided there are no grounds for its refusal, in particular the expiry of the Validity Period or the fact that the Voucher has already been redeemed, and shall instruct the Buyer on how to pay the Extension Fee. The renewal fee must be paid within 7 (seven) days of the confirmation of the Extension Request as referred to in the previous sentence; otherwise, the Extension Request shall be invalid and the Validity Period shall not be extended. The Validity Period is extended upon receipt of the Extension Fee in Seller’s account, which the Seller shall confirm to the Buyer in writing. The Validity Period is extended by adding the relevant number of months to the current Validity Period. The Validity Period of a single Voucher may be extended only once.
3. ENTERING INTO THE PURCHASE AGREEMENT
3.1. The prices of Vouchers displayed on the E-shop interface are quoted inclusive of value added tax and all other taxes, related charges and other similar monetary payments, unless otherwise stated.
3.2. The Contract relating to a specific Voucher is concluded on the basis of an order placed by the Buyer via the order form on the E-shop interface (referred to in these Terms and Conditions simply as “Order”). The Buyer must fill in all the details marked as mandatory on the order form; without these, the Order cannot be completed. The Order form includes in particular:
3.2.1. details of the Voucher being ordered and the quantity (the Buyer selects the Voucher by adding it to their shopping basket via the E-shop interface),
3.2.2. information on preferred method of delivery, including details of the costs associated with the delivery,
3.2.3. Buyer’s personal details, delivery and billing addresses,
3.2.4. selected payment method, including any fees associated with that method.
3.3. Before sending the Order to the Seller, the Buyer has the possibility to check and modify the data entered into the Order, also with regards to the possibility of the Buyer to find out and correct mistakes made when entering data into the Order. Once the Order has been submitted, the Buyer may no longer amend the details they have entered in the Order or correct any errors in the Order. All information provided in the Order must be accurate, complete and up-to-date. The Seller shall not be liable for any loss or damage arising from the provision of incorrect, incomplete or out-of-date information by the Buyer.
3.4. The Buyer submits the order to the Seller by clicking on the “Place Order with obligation to pay” button. By submitting the Order, the Buyer confirms that they have read and agree to Seller’s Terms and Conditions, and that they acknowledge the information regarding the processing of personal data by the Seller.
3.5. The Seller shall confirm receipt of the Order to the Buyer by e-mail to Buyer’s e-mail address specified in the Order, without undue delay following receipt of the Order.
3.6. The Contract is concluded at the moment when:
3.6.1. The Buyer pays the full price of the Voucher in full in accordance with the Order placed, and
3.6.2. The Seller sends the Buyer confirmation of receipt of the Order (acceptance) and confirmation of receipt of payment for the Voucher included in the Order, to Buyer’s e-mail address specified in the Order.
3.7. If the Buyer fails to pay the price specified in the Order in full within 3 (three) days of the Order being delivered to the Seller, the Order will be cancelled.
3.8. The Buyer is always obliged, subject to the nature of the Order (amount of goods, purchase price, expected cost of transportation), to ask the Buyer for an additional Order confirmation (e.g. in writing or over the phone).
4. VOUCHER PRICE AND PAYMENT TERMS
4.1. Voucher prices are always displayed alongside the specific Voucher in the E-Shop interface and remain valid for as long as they are displayed on the E-Shop. The price of the Voucher valid at the time the Order is sent to the Seller is decisive. This does not preclude the Seller from entering into a Contract on individually agreed terms.
4.2. The Buyer shall pay the Seller the price of the Voucher and any costs associated with the delivery of the Voucher in accordance with the Contract, using one of the methods listed as available payment options on the E-shop interface (in the order form). Unless otherwise stated on the E-shop interface, payments can be made using the following methods:
4.2.1. by bank transfer via the payment gateway operated by Global Payments s.r.o., company registration number: 04235452, with its registered office at V olšinách 626/80, Strašnice, 100 00 Prague 10,
4.2.2. by bank transfer to Seller’s bank account: for payments in CZK: account No. 115-7478480287/0100, for payments in EUR: account No. 115-7695740217/0100, IBAN: CZ2501000001157695740217, SWIFT: KOMBCZPP.
4.3. Along with the purchase price, the Buyer is obliged to pay also costs, in agreed amount, connected with packaging and delivering the Voucher. Any additional costs are shown when selecting the delivery method. The Buyer can also collect the voucher in person.
4.4. For cashless payments Buyer’s obligation to pay the purchase price is fulfilled when Seller’s account is credited with the corresponding amount. The Seller shall confirm to the Buyer by e-mail, without undue delay, that the purchase price has been paid.
4.5. Unless otherwise stated in the E-Shop, payments for vouchers are made in Czech korunas. Any conversion fees shall be borne by the Buyer.
5. SHIPPING AND DELIVERY OF THE VOUCHER
5.1. Orders are processed by the Seller without undue delay following the conclusion of the Contract. The Seller shall not dispatch the Vouchers to the Buyer until payment of the price specified in the Order has been received.
5.2. The Buyer shall select the method of delivery for the Voucher in the Order from the options offered by the Seller in the E-Shop at that time.
5.3. Where the Voucher is sent by e-mail, it will be sent no later than 1 (one) working day from the date on which payment of the price specified in the Order is received. If ordering a Voucher that is sent by a delivery service, the Voucher will be dispatched within 3 (three) working days of receipt of payment for the Order. If collecting the Voucher in person, it will be ready for collection within 1 (one) working day of receipt of payment for the price specified in the Order.
5.4. Should the Seller, for whatever reason, be unable to meet the estimated delivery time stated, they will contact the Buyer and inform them of the actual date on which the ordered Voucher will be dispatched.
5.5. If the transportation method is agreed based on a special request of the Buyer, the Buyer bears the risk and any possible additional costs connected with this transportation method.
5.6. Where the Seller is obliged under the Contract to deliver the Voucher to the location specified by the Buyer in the Order, the Buyer is obliged to take delivery of the Voucher upon delivery. If the Voucher must be delivered repeatedly for reasons lying on Buyer’s side or in some other way than what was indicated in the Order, the Buyer is obliged to pay the costs connected with repeated delivery of the Voucher and/or costs connected with another delivery method.
5.7. Where the Seller is obliged under the Contract to deliver (dispatch) the Voucher, the Seller shall be deemed to have delivered the Voucher to the Buyer – Entrepreneur at the moment it is handed over to the first carrier, and to the Buyer – Consumer only once the carrier has handed the Voucher over to the Buyer – Consumer. Where the Buyer collects the Voucher in person from the Seller or it is sent by e-mail, the Seller shall have fulfilled its obligation to hand over the Voucher to the Buyer at the moment it enables the Buyer to use the Voucher.
5.8. The Buyer is obliged, without undue delay following delivery of the Voucher by the relevant carrier or delivery service provider, to check the condition of the consignment (number of parcels, integrity of the tape, undamaged packaging) in accordance with the Contract and carrier’s delivery note. The Buyer is entitled to refuse to accept the Voucher if its packaging is damaged in such a way as to give rise to a reasonable suspicion that the parcel has been tampered with, or that the Voucher inside is damaged (this also applies to cases where it is evident from the parcel that it has been exposed to the elements or water). If the Buyer nevertheless accepts a parcel that is damaged in this way from the carrier, they are obliged to describe the damage in carrier’s handover report and to notify the Seller without undue delay via the contact e-mail address given below. The Seller recommends taking photographs of the damaged packaging.
5.9. If the Seller is in default with the delivery of the Voucher, the Buyer (as a Consumer) may withdraw from the Contract if the Seller fails to fulfil its obligation even within a reasonable additional period granted to it by the Buyer (as a Consumer). The Buyer (Consumer) may withdraw from the Contract without any additional notice period only if the Seller has refused to perform the Contract, or if performance within the specified time is essential in view of the circumstances at the time the Contract was concluded, or if the Buyer (Consumer) has informed the Seller prior to the conclusion of the Contract that delivery at a specific time is essential. Upon the Buyer – Consumer’s withdrawal from the Contract, the Seller shall, without undue delay, refund to the Buyer – Consumer all monetary payments which the Buyer – Consumer has made under the Contract.
6. CONDITION OF THE VOUCHER UPON RECEIPT
6.1. The Seller is liable toward the Buyer for ensuring that the Voucher is free from defects at the time of its collection by the Buyer. In particular, the Seller warrants to the Buyer that the Voucher possesses the characteristics agreed between the Buyer and the Seller and that, in the absence of such an agreement, the characteristics described by the Seller or expected by the Buyer in view of the nature of the Voucher, and furthermore that the Vouchers are supplied in the correct quantity (where more than one has been ordered).
6.2. If a defect becomes apparent within one year of receipt, the Voucher shall be deemed to have been defective at the time of receipt, unless the nature of the Voucher or the defect precludes this.
7. RIGHTS ARISING FROM FAULTY PERFORMANCE
7.1. If the Voucher does not possess the characteristics set out in Article 6 of these Terms and Conditions, it is defective.
7.2. The Buyer may give notice of any defect in the Voucher that arises within two years of taking possession of it.
7.3. If the Voucher is defective, the Buyer may request delivery of a new, defect-free Voucher, as the nature of the Voucher precludes any other means of rectifying the defect.
7.4. The Buyer is not entitled to rights arising from defective performance if they caused the defect themselves.
7.5. In the event of exercising rights arising from defective performance in relation to a specific service for which the Voucher was purchased by the Buyer, the Buyer is obliged to contact the relevant service provider.
8. SUBMITTING AND HANDLING COMPLAINTS
8.1. The Buyer shall file a complaint with the Seller using the contact details set out below, without undue delay after discovering a defect or other problem.
8.2. In the complaint form, the Buyer must provide their contact details and a description of the defect. For this purpose, the Buyer may use the sample complaint form attached to these Terms and Conditions.
8.3. The Buyer is obliged to submit to the Seller, together with the complaint, the Voucher in question (preferably in electronic form) and proof of purchase of the Voucher from the Seller (typically an invoice or other proof of purchase). If the Buyer sends the Voucher to the Seller via a courier service, they must pack the Voucher in such a way as to prevent any damage during transit. The Seller will not accept cash-on-delivery parcels.
8.4. When a complaint is filed, the Seller shall issue the Buyer with a written confirmation stating the date on which the Buyer lodged the complaint, the nature of the complaint and Buyer’s contact details for the purpose of providing information on the resolution of the complaint.
8.5. Any complaint regarding a Voucher, including the rectification of any defect, must be resolved and the Buyer must be informed of this no later than 30 days from the date the complaint was made, unless the Seller and the Buyer agree on a longer period.
8.6. If the deadline for resolving the complaint has passed without a resolution, the Buyer, who is a Consumer, may withdraw from the Contract or request a reasonable discount.
8.7. Once the complaint has been resolved, the Seller shall issue the Buyer with confirmation of the date and manner in which the complaint was resolved, or, where applicable, a written explanation of the reasons for rejecting the complaint.
8.8. In case of a valid complaint, the Buyer is entitled to reimbursement of the reasonable costs incurred in connection with the complaint, which arose in connection with the exercise of their rights under the liability for defects (in particular, the postage paid when sending the Voucher subject to the complaint). The Buyer shall send a request for reimbursement of costs to the e-mail address given below in this paragraph.8. In the e-mail, they should state the claim reference number and account number, and attach proof of the costs incurred (e.g. postage receipts or other supporting documents). The Seller shall decide on the appropriateness of the costs incurred by the Buyer.
8.9. To make a complaint, the Buyer must use one of the following contact details:
8.9.1. e-mail: info@maximus-resort.cz.
8.9.2. business address: Hotel Maximus Resort, Hrázní 327/4a, 635 00 Brno or Hotel SEN, Malostranská 344, 251 66 Senohraby,
8.9.3. delivery address: Hotel Maximus Resort, Hrázní 327/4a, 635 00 Brno or Hotel SEN, Malostranská 344, 251 66 Senohraby.
8.10. The Seller shall contact the Buyer using the method the Buyer used to communicate with the Seller, or via the contact details set out in the Contract.
9. WITHDRAWAL FROM THE CONTRACT
9.1. Withdrawal from the Contract by the Buyer (Consumer)
9.1.1. The Buyer is entitled to withdraw from the Contract within 14 (fourteen) days of taking delivery of the Voucher, in accordance with the provisions of Section 1829(1) of the Civil Code.
9.1.2. However, the Buyer is not entitled to withdraw from the Contract under the provisions of Section 1837 of the Civil Code if the Voucher has already been redeemed.
9.1.3. Notice of withdrawal from the Contract must be sent to the Seller within the withdrawal period. To withdraw from the Contract, the Buyer may use the form template set out in Annex 2 to these Terms and Conditions. The Buyer may send the signed notice of withdrawal from the Contract to, amongst other places, the address of Seller’s registered office or as a PDF attachment to the e-mail address: info@maximus-resort.cz.
9.1.4. In case of withdrawal from the Contract, the Contract shall be cancelled with effect from the outset. The Voucher will be invalidated by the Seller (i.e. it will no longer be possible to redeem it) upon the withdrawal from the Contract taking effect.
9.1.5. If the Buyer validly withdraws from the Contract, the Seller shall refund the monies received to the Buyer without undue delay, no later than 14 (fourteen) days from the date of withdrawal from the Contract.
9.2. Withdrawal from the Contract by the Buyer (Entrepreneur)
9.2.1. A Buyer who is an Entrepreneur may withdraw from the Contract only in the event of a material breach of the Contract by the Seller, provided that the Buyer has notified the Seller of this in writing and has granted the Seller a reasonable period, of not less than 10 (ten) working days, to remedy the breach.
9.2.2. The provisions of paragraphs 9.1.3 to 9.1.5 of these Terms and Conditions, governing the procedure for withdrawing from the Contract, shall apply mutatis mutandis to Customers – Entrepreneurs.
9.2.3. Any other statutory grounds for the Buyer – Entrepreneur to withdraw from the Contract are ruled out.
9.3. Withdrawal from the Contract by the Seller:
9.3.1. The Buyer acknowledges that the Seller is entitled to withdraw from the Contract within 14 (fourteen) days of its conclusion if, as a result of a technical error on the part of the E-shop has resulted in the Voucher offer being displayed incorrectly and, consequently, in the Contract being concluded under terms which the Seller clearly did not intend to agree to – typically in cases where, as a result, the E-shop displays a purchase price for the Voucher that is obviously disproportionately low, without any indication that this is a clearance sale or a discount promotion, furthermore, in the event of an incorrect conversion of the Voucher’s price into another currency, or in the event of other errors in the Voucher offer on the E-shop. In such a case, the Seller shall notify the Buyer of the situation by e-mail. The contract shall be deemed to have been terminated with effect from the outset upon delivery of such notice to the Buyer. The Seller shall refund the full price of the Voucher paid by the Buyer to the Buyer within 30 (thirty) days of the withdrawal at the latest.
9.3.2. This does not affect any other statutory grounds for the Seller to terminate or withdraw from the Contract.
10. OTHER RIGHTS AND DUTIES OF CONTRACTING PARTIES
10.1. The Buyer acquires ownership of the Voucher upon payment of the full purchase price of the Voucher. The risk of damage to the Voucher passes to the Buyer upon collection of the Voucher, or, if the Buyer fails to collect the Voucher, even though the Seller has allowed the Buyer to take possession of it.
10.2. The Seller shall not be liable for any use of the Voucher that is not in accordance with its intended purpose or that contravenes the instructions for use of the Voucher provided by the Seller. The Seller shall not be liable for any damage or defects to the Voucher arising from the Voucher being used in such an incorrect manner.
10.3. If the Seller is unable to perform the Contract properly and on time due to force majeure (i.e. extraordinary, unforeseeable and insurmountable obstacles arising independently of Seller’s will), it shall inform the Buyer of this without undue delay. All deadlines for Seller’s performance shall be extended by the duration of the force majeure event. The provisions of Section 2913 of the Civil Code are not affected.
10.4. The Seller is not committed to the Buyer by any codes of conduct in accordance with the provisions of Section 1820 par. 1 letter e) of the Civil Code.
10.5. The Buyer agrees with the use of remote means of communication when entering into the Contract. Any costs incurred by the Buyer when using means of distance communication in connection with the conclusion of the Contract (in particular, the costs of internet access and telephone calls) shall be borne by the Buyer, provided that such costs do not differ from the standard rates charged by the relevant providers of distance communication services.
10.6. The Contract may be concluded in Czech. Concluded Contracts are archived by the Seller in electronic form. The Buyer is provided with an e-mail confirmation of the conclusion of the Contract in accordance with these Terms and Conditions.
11. USE AND OPERATION OF THE E-SHOP
11.1. The E-Shop, including its content and the software that enables it to operate, constitutes intangible assets protected by law, primarily as works of authorship within the meaning of Act No. 121/2000 Coll., on copyright, rights related to copyright and amendments to certain acts (the Copyright Act), as amended, or, where applicable, as other intangible assets protected by law.
11.2. The Seller shall use reasonable endeavours to ensure that the E-shop is accessible and fully functional. However, the Buyer acknowledges that the E-Shop may not be available at all times, particularly in view of necessary maintenance of Seller’s hardware and software, or that of third parties. If the E-Shop is unavailable or not running properly, the buyer shall have no claim for defective performance or for compensation for loss or damage.
12. PERSONAL DATA PROTECTION
12.1. Information on the processing of personal data relating to the Buyer or persons acting on Buyer’s behalf in connection with the conclusion and performance of the Contract can be found in the document “Information on the Processing of Personal Data”, which is available at https://www.maximus-resort.cz/en/privacy-policy/.
13. RESOLUTION OF CONSUMER DISPUTES
13.1. If a consumer dispute arises between the Buyer (Consumer) and the Seller in connection with the Contract, which cannot be resolved by mutual agreement, the Buyer – Consumer may submit a request for out-of-court resolution of such a dispute to the designated body for the out-of-court resolution of consumer disputes, which is the: Česká obchodní inspekce, Ústřední inspektorát – oddělení ADR (Czech Trade Inspection Authority, Central Inspectorate – ADR Department), address: Štěpánská 15, 120 00 Prague 2, website: coi.gov.cz.
14. SUPPORT
14.1. The Buyer may contact the Seller to resolve any issues relating to the functionality of the E-Shop, particularly in cases where the E-Shop or any of its functions are not working or are unavailable. To contact the Seller in such cases, please use:
14.1.1. Telephone number: +420 546 221 035
14.1.2. e-mail address: info@maximus-resort.cz
14.2. The Seller will inform the Buyer of the outcome of their request via the method the Buyer used to contact them.
15. COMMUNICATION
15.1. All notices between the Buyer and the Seller relating to these Terms and Conditions, the Contract or the Registration, or which are to be given pursuant thereto, must be in writing and served on the other party. The requirement for written form is also met if the notification is sent electronically as a PDF attachment to an e-mail message via the following contact details:
15.1.1. Seller’s contact details: e-mail: info@maximus-resort.cz, telephone number: +420 546 221 035
15.1.2. Buyer’s contact e-mail address as stated in the Order.
15.2. The Buyer and the Seller undertake to notify the other party of any change to their contact details within 3 (three) working days at the latest.
15.3. All invoices will be sent electronically to Buyer’s e-mail address specified in the Order.
16. GENERAL AND FINAL PROVISIONS
16.1. The Seller is entitled to amend or supplement these Terms and Conditions at any time and at its discretion. On the date on which the new version of the Terms and Conditions comes into force, the previous version of the Terms and Conditions shall cease to have effect. Amendments to the Terms and Conditions do not affect Contracts concluded whilst the original Terms and Conditions were still in force.
16.2. If any provision of these Terms and Conditions is invalid or unenforceable, this shall not affect the validity or enforceability of the other provisions of the Terms and Conditions.
16.3. The Buyer agrees that the Seller is entitled to assign the Contract, or any part thereof, to a third party.
16.4. An integral part of these Terms and Conditions is
16.4.1. Annex 1 – Complaint form template;
16.4.2. Annex 2 – Contract withdrawal template;
16.5. This version of the Terms and Conditions shall come into effect on 25.06.2026.