(Effective from 1 January 2024)
Lezolep s.r.o., with its registered office at 1. Mája 16, 841 07 Bratislava, Company Registration No.: 55912991, Tax Identification No.: 2122127920, registered in the Commercial Register maintained by the Municipal Court Bratislava III, Section: Sro, Insert No.: 174509/B (hereinafter also referred to as the “Company” or the “Service Provider”), hereby issues these General Terms and Conditions governing the provision of its climbing shoe repair services (hereinafter referred to as the “Climbing Shoes”).
- General Provisions
1.1. These General Terms and Conditions (hereinafter also referred to as the “GTC”) define the rights and obligations of the Company and its customers. In their current version, they constitute the terms of the climbing shoe repair agreement (hereinafter also referred to as the “Agreement”) concluded pursuant to Sections 652 et seq. of the Civil Code, as amended, and form an integral part thereof.
1.2. These GTC apply to Agreements concluded between the Company and a customer who is a consumer, i.e. a customer who, when entering into the Agreement, is not acting within the scope of their business activities, employment or profession.
1.3. Any rights and obligations not expressly governed by these GTC shall be governed by the applicable legislation, in particular the Civil Code. If the Company and the customer enter into a written agreement containing terms that differ from these GTC, the provisions of that agreement shall prevail over these GTC.
- Conclusion of the Agreement
2.1. The Agreement is entered into through the online ordering system available on the Company’s website at www.lezolep.sk or by completing a paper form at one of the Company’s collection points (hereinafter also referred to as the “Order”).
2.2. When entering into the Agreement online, the customer completes the online order form and provides the required information, in particular: first name, surname, delivery and billing address, telephone number and email address. The customer selects from the available repair options and the materials to be used to repair their Climbing Shoes, chooses any additional services they require (e.g. sewing of the Climbing Shoes, replacement of laces, etc.), and selects the delivery location and method, as well as the method of payment for the repair services.
2.3. Information about the individual technical steps leading to the conclusion of the Agreement is provided throughout the ordering process in the Company’s online ordering system on the website www.lezolep.sk. The customer may review and, if necessary, correct the Order before submitting it as binding. After adding the requested service to the shopping basket and entering all contact details, the customer submits a binding Order.
2.4. The Company is neither able nor authorised to verify or check the accuracy of the information provided by the customer in the Order. The customer is responsible for the accuracy and completeness of the information provided and bears all risks associated with the information entered in the Order.
2.5. If the Order is submitted by completing and signing a paper form at one of the designated collection points, the customer shall provide the information specified in Clause 2.2 of these GTC directly at the collection point.
2.6. The customer shall pay the Company for the repair of the Climbing Shoes and the provision of any additional services (e.g. sewing of the Climbing Shoes) the price published on the website www.lezolep.sk at the time the customer confirms the Order (hereinafter also referred to as the “Price”). The Price is also stated in the online order form and in the paper order form available at the collection point.
2.7. If, during the repair, it becomes apparent that not only the sole of the Climbing Shoes but also the rand rubber (hereinafter also referred to as the “Rand”) needs to be replaced, e.g. because it has been worn through, is not sufficiently thick or has sustained other damage, the Company shall replace the Rand automatically without obtaining any additional consent from the customer. The replacement shall be charged at the Price published on the website www.lezolep.sk on the date the customer submits the Order.
2.8. In addition to the Price, the customer shall also pay the Company all costs associated with packaging and returning the repaired Climbing Shoes to the customer, depending on the delivery and payment method selected in the Order (hereinafter also referred to as the “Shipping Costs”). The Shipping Costs are published on the website www.lezolep.sk and are also stated in the customer’s Order.
2.9. By submitting the Order online or handing it over in at a collection point, the customer confirms that they have read and understood these GTC, acknowledges that the Order is binding, and agrees to enter into the Agreement and to have their Climbing Shoes repaired.
2.10. Immediately upon receipt of the Order, the Company shall assign an Order number to the customer and confirm receipt of the Order by email (hereinafter also referred to as the “Order Confirmation”). The Agreement is concluded when the Company confirms the customer’s Order.
2.11. The Company has the right to cancel the Order before issuing the Order Confirmation if, due to capacity constraints, it is unable to carry out the requested repair within a reasonable period of time. The customer shall be informed of the cancellation by email.
2.12. Once the Order has been confirmed, the customer shall send the Climbing Shoes for repair to the Company’s registered office via Slovenská pošta, or via Packeta Slovakia s. r. o. (hereinafter also referred to as “Packeta”) to the Packeta pickup point specified by the Company in the Order Confirmation. Alternatively, the customer may drop them off at any of the Company’s designated collection points listed on its website.
- Delivery and Payment Terms
3.1. The Company shall duly carry out the agreed repair and return the repaired Climbing Shoes to the customer according to its current capacity, but no later than ten weeks after the Climbing Shoes are delivered to the Company’s address. If the Company is unable to meet this deadline due to capacity constraints, it shall inform the customer and ask them to confirm whether they still wish to have the repair completed within an additional period or intend to exercise their right to withdraw from the Agreement and request the return of their unrepaired Climbing Shoes.
3.2. Once the repair has been completed, the Company shall send an invoice to the customer’s email address for payment of the Price for the repair provided and the Shipping Costs (hereinafter also referred to as the “Amount Due”).
3.3. The customer shall pay the invoiced Amount Due using the payment method selected in the Order, namely:
a) by bank transfer to the Company’s bank account specified in the invoice, within the stated payment period of fourteen days from receipt of the invoice; or
b) by cash on delivery when the repaired Climbing Shoes are delivered by the carrier.
3.4. The Amount Due shall be deemed to have been paid when the funds are credited to the Company’s bank account or when the cash-on-delivery payment is made to the carrier.
3.5. For cash-on-delivery orders, or once the Amount Due has been paid by bank transfer, the Company shall return the repaired Climbing Shoes to the customer using the method selected in the Order, namely:
a) via Slovenská pošta to the address provided by the customer; or
b) via Packeta to the address provided by the customer or to the nearest available Packeta Z-POINT/Z-BOX pickup point in the vicinity of the customer’s address; or
c) by making them available for collection at the Company’s designated collection point specified in the Order Confirmation
(hereinafter collectively referred to as the “Delivery Location”).
3.6. The Company shall inform the customer by email when the repaired Climbing Shoes have been dispatched.
3.7. The customer shall take delivery of the repaired Climbing Shoes at the Delivery Location in person or arrange for an authorised person to take delivery in their absence. If the Climbing Shoes are not collected within the applicable collection period and the shipment is returned to the Company as undelivered, the Company shall be entitled to reimbursement of the actual costs incurred as a result of the unsuccessful delivery. The customer shall therefore pay the costs of the first unsuccessful delivery as well as the costs of redelivery.
3.8. The customer shall inspect the repair of the Climbing Shoes immediately upon delivery. If the customer finds that the packaging has been physically damaged, they shall notify the carrier and inspect the condition of the Climbing Shoes in the carrier’s presence. If the shipment is incomplete or damaged, the customer shall immediately complete a damage report with the carrier and send it without undue delay by email to info@lezolep.sk.
- Complaints Procedure (Liability for Defects, Warranty and Complaints)
4.1. The Company shall be liable for any defects in the completed repair that exist when the customer takes possession of the Climbing Shoes, as well as for any defects that arise during the three-month warranty period. The warranty period begins on the date the customer takes possession of the repaired Climbing Shoes, as evidenced by the issued invoice and the carrier’s confirmation that the shipment was delivered to the customer.
4.2. If the Climbing Shoes have been repaired defectively, the customer shall have the right to have the defect remedied free of charge. The Company shall remedy the defect within 30 days of receiving the Climbing Shoes subject to the complaint. If the defect cannot be remedied, is not remedied within the 30-day period or occurs again, the customer shall have the right to an appropriate reduction in the repair Price or to withdraw from the Agreement.
4.3. Any rights arising from liability for defects must be asserted against the Company without undue delay and within the warranty period; otherwise, they shall lapse. A defect may be reported by sending a written notice to the Company’s address or by emailing it to info@lezolep.sk. In the notice, the customer shall precisely specify the nature and extent of the defects in the repair, provide the original Order number and state the date on which they received the repaired Climbing Shoes from the Company. Together with the notice, the customer shall also deliver to the Company the Climbing Shoes affected by the alleged repair defect (hereinafter also referred to as the “Complaint”). The customer shall report any apparent defects to the Company without undue delay after they could have been detected upon receipt of the repaired Climbing Shoes and any hidden defects without undue delay after they become apparent, but in all cases no later than before the expiry of the three-month warranty period.
4.4. The Company shall email the customer confirmation of the date on which the Complaint was submitted, as well as confirmation that the remedial repair has been completed and the time taken to complete it. The period between the customer reporting the defect and the Company resolving the Complaint shall not be included in the warranty period.
4.5. The customer’s rights against the Company arising from liability for defects shall lapse if:
a) the customer fails to prove that the repair in question was carried out by the Company;
b) the customer fails to report apparent defects to the Company without undue delay after taking possession of the repaired Climbing Shoes or hidden defects without undue delay after discovering them during the warranty period;
c) the three-month warranty period expires.
4.6. The Company shall resolve the Complaint and conclude the complaints procedure in one of the following ways:
a) by remedying the repair defects free of charge and returning the Climbing Shoes to the customer;
b) by granting an appropriate reduction in the repair Price if the defect cannot be remedied or is not remedied within the 30-day period, unless the customer chooses to withdraw from the Agreement;
c) by rejecting the Complaint with a statement of reasons.
4.7. The Company shall inform the customer by email of the resolution of the Complaint within 30 days of the date on which the Complaint was submitted.
- Personal Data Protection
5.1. The Company’s rules governing the processing and protection of customers’ personal data are set out in a separate document published on the website www.lezolep.sk (click here to view the Privacy Policy governing the processing and protection of your personal data). The customer shall read the Privacy Policy before submitting the Order to the Company.
- Withdrawal from the Agreement
6.1. The Company shall be entitled to withdraw from the Agreement if, due to capacity constraints or force majeure circumstances, it is unable, even after making every effort that could reasonably be expected of it, to complete the requested repair within ten weeks of receiving the Climbing Shoes for repair. The Company shall inform the customer of this fact by email.
6.2. Pursuant to Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services under a Distance Contract or a Contract Concluded Outside the Seller’s Business Premises (hereinafter also referred to as the “Distance Selling Act”), the customer shall be entitled to withdraw from the Agreement within 14 days of the date on which the Agreement was concluded, provided that they did not consent to the provision of services before the expiry of this period. If the consumer consented to the provision of services before the expiry of the withdrawal period, they shall lose the right to withdraw from the Agreement once the repair has been fully completed.
6.3. By sending the Climbing Shoes to the Company for repair after the Agreement has been concluded, the customer consents to the immediate commencement of the urgent repair service and, as a result, shall not be entitled to withdraw from the Agreement pursuant to Section 7(6)(h) of the Distance Selling Act. If the customer does not require an immediate repair, they shall send the Climbing Shoes to the Company only after the expiry of the general 14-day period for withdrawal from the Agreement without giving a reason under the Distance Selling Act.
6.4. By submitting the Order, the customer confirms that the Company has duly fulfilled its information obligations under Section 3(1) of the Distance Selling Act within the required period.
6.5. The customer may exercise the right to withdraw from the Agreement by sending a written notice to the Company’s address or by email to info@lezolep.sk.
6.6. Upon withdrawal, the Agreement shall be cancelled from the outset, and each contracting party shall return everything received from the other party under the Agreement.
- Alternative Dispute Resolution
7.1. The customer has the right to submit a request for redress to the Company if they are dissatisfied with the way in which the Company handled their Complaint or believe that the Company has infringed their rights. The customer may submit a request to initiate alternative dispute resolution proceedings to an alternative dispute resolution entity if the Company rejects the request for redress or fails to respond within 30 days of the date on which it was submitted. The competent entity for the alternative resolution of consumer disputes with the operator of the online shop is the Slovak Trade Inspection (www.soi.sk) or another authorised legal entity included in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (http://www.economy.gov.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov). A request to initiate alternative dispute resolution proceedings may also be submitted through the online dispute resolution platform at http://ec.europa.eu/consumers/odr/.
7.2. The Slovak Trade Inspection is also the supervisory authority responsible for overseeing the Company’s activities. Its contact details are:
Slovak Trade Inspection Inspectorate for the Bratislava Region
Bajkalská 21/A, P. O. BOX No. 5, 820 07 Bratislava,
Supervision Department, ba@soi.sk, tel. No. 02/58 27 21 72, 02/58 27 21 04.
- Final Provisions
8.1. The Company reserves the right to amend or supplement these GTC. The legal relationship with the customer shall be governed by the version of the GTC in force at the time the customer submits the Order to the Company. The Complaints Procedure also forms an integral part of these GTC.
8.2. By submitting the Order, the customer confirms that they have read and understood these GTC and the Complaints Procedure.
8.3. These GTC are available at the Company’s registered office and on the Company’s website at www.lezolep.sk.
8.4. In all matters not governed by these GTC, the contractual relationship shall be governed by the applicable provisions of, in particular, Act No. 40/1964 Coll., the Civil Code, as amended; Act No. 250/2007 Coll. on Consumer Protection, as amended; and Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services under a Distance Contract or a Contract Concluded Outside the Seller’s Business Premises and on Amendments to Certain Acts, as amended.
8.5. These GTC shall enter into force and effect on 1 January 2024.