Withdrawal and Complaints

Last updated:

Consumer 14-day withdrawal rights and digital exceptions, Model Withdrawal Form, Complaints Code, 30-day resolution, and ADR contacts.

This page summarizes the consumer’s right of withdrawal, provides the statutory Model Withdrawal Form, sets out the Complaints Code for digital content and IT services, and gives out-of-court dispute resolution details under Czech Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

1. Consumer Right of Withdrawal (14 Days)

When contracting as a Consumer (Section 419 Czech Civil Code), you generally have the right to withdraw from a distance contract within 14 days of contract conclusion without giving any reason, subject to the statutory exceptions below. Business Customers (Section 420 Civil Code, e.g., when providing a Company ID or VAT ID) do not have this statutory 14-day withdrawal right.

Statutory Exceptions (Section 1837 Civil Code)

  • Digital content (Section 1837(l) Civil Code): You lose the right of withdrawal for digital content not supplied on a tangible medium once performance has begun, provided you gave prior express consent before the expiry of the 14-day period, acknowledged losing your withdrawal right upon consenting, and received confirmation.
  • Services (Section 1837(a) & Section 1834 Civil Code): No right of withdrawal once services are fully performed following your prior express request and acknowledgement. If you requested services to start within 14 days and withdraw prior to completion, you owe a proportionate amount for services already performed.
  • Custom-tailored work (Section 1837(d) Civil Code): No withdrawal right applies to bespoke software tailored to individual specifications.

How to Withdraw & Refunds

Where applicable, send a clear statement before the 14-day deadline to jaroslav@nalezny.cz or by post to Jaroslav Nálezný, Jana Růžičky 1151/27, Kunratice, 148 00 Praha 4, Czech Republic. Refunds (less any proportionate charge under Section 1834) are returned within 14 days via the original payment method.

Model Withdrawal Form (Annex to Government Decree No. 363/2013 Coll.)

(Complete and return this form only if you wish to withdraw from the contract.)

To: Jaroslav Nálezný, Jana Růžičky 1151/27, Kunratice, 148 00 Praha 4, Czech Republic, e-mail: jaroslav@nalezny.cz

I hereby give notice that I withdraw from my contract for the supply of the following digital content / services: [specify module or service]
Ordered on / order number: [insert]
Name of consumer: [insert]
Address of consumer: [insert]
E-mail / phone of consumer: [insert]
Date and signature (only if submitted on paper): [insert]

2. Complaints Code & Defective Performance

Consumer digital content warranties follow Sections 2389a–2389u of the Civil Code and Act No. 634/1992 Coll.:

  • Conformity and updates: Paid digital content conforms to agreed functionality and compatibility (supported PrestaShop and PHP versions) and receives required security/functional updates as mandated by law.
  • 24-month window: Consumers may assert defects appearing within 24 months of provision (defects within the first 12 months are presumed pre-existing unless proved otherwise or caused by customer environment incompatibility).
  • Remedies: Free repair/patch/update within a reasonable time; if impossible, uncured, or material, reasonable price reduction or withdrawal.
  • Free modules (€0.00): Supplied “as is” without contractual SLA, without prejudice to mandatory consumer protection or intentional/gross negligence liability.
  • Backups & B2B: Customers must always create a full file and database backup and test in staging prior to module installation or service work. For Business Customers, lost profits and indirect damages are excluded and liability is capped at the fee paid for the relevant order (except intent/gross negligence).

Filing a Complaint

Send complaints to jaroslav@nalezny.cz with your order number, PrestaShop/PHP version, and error logs/screenshots. Consumer complaints are confirmed promptly and settled within 30 days unless mutually extended (Section 19(3) Act No. 634/1992 Coll.).

3. Out-of-Court Dispute Resolution (ADR)

See also the full Terms and Conditions. Effective date: 11 November 2026.

Back to top