Terms of Service

The contracting party is the operator identified above (the “provider” or “seller”).

These terms comply with the Czech Civil Code (Act No. 89/2012 Coll.), the Consumer Protection Act (Act No. 634/1992 Coll.) and relevant EU legislation, in particular Directive 2011/83/EU on consumer rights.

A customer is any person ordering a service or goods. Where the customer is a consumer under the Civil Code, consumer protection provisions apply without exception.

The provider offers in particular:

Requests may be made by phone, email, in store or via forms on elektrosolid.cz. Submitting a request does not create a binding contract; it is a non-binding inquiry.

A service or purchase contract is formed when the provider confirms the order (by phone, email or in writing) including price, scope and date, or upon payment of a deposit if required.

The provider may refuse an order for capacity or technical reasons and will inform the customer without undue delay.

Prices are in Czech crowns (CZK) including VAT unless stated otherwise. Service prices may be indicative before inspection; a binding price applies after diagnosis and customer approval.

Unless agreed otherwise, invoices are due within 14 days. Cash payment in store or on site is due upon completion.

Tax documents are issued in compliance with VAT law. The customer must provide correct billing details.

Visit dates are agreed with the customer. Typical response time is 2–3 business days from ordering unless agreed otherwise; this is indicative, not guaranteed.

The customer must allow access to the premises and provide accurate fault information. A missed appointment fee may apply per the current price list.

If the customer does not proceed with an approved repair for reasons on their side, a diagnostic fee may be charged.

Services are performed professionally in line with applicable standards and manufacturer guidelines. Original or equivalent spare parts are used unless agreed otherwise.

The customer is responsible for accurate order details and a safe installation environment.

Replaced parts remain the provider's property unless written handover to the customer is agreed.

Sold goods carry a statutory 24-month warranty for consumers from receipt, unless a shorter period applies to perishable goods. Rights from defective performance follow the Civil Code.

Repairs and installations carry a 24-month warranty on workmanship and parts used in the service unless agreed otherwise. Warranty excludes misuse, third-party interference or normal wear.

The right to claim expires if the defect is not reported without undue delay after the customer could reasonably have discovered it.

For distance contracts (phone, email, web), consumers may withdraw from a goods contract within 14 days of receipt without giving a reason under the Civil Code.

For service contracts, withdrawal is possible within 14 days of conclusion unless the service was fully performed with the consumer's express prior consent before the period expired.

Withdrawal may be sent to info@elektrosolid.cz or the store address. A model withdrawal form is available on request and on the EU ODR platform.

Return shipping costs are borne by the consumer where goods cannot be returned by normal post due to size (e.g. large heaters).

Report complaints promptly by email to info@elektrosolid.cz, by phone or in person. Include a description, invoice number and contact details.

The provider will confirm receipt and handle complaints within 30 days unless a longer period is agreed. The customer will be informed of the outcome.

Consumer supervision is exercised by the Czech Trade Inspection (www.coi.cz).

Consumers may contact the Czech Trade Inspection, Štěpánská 567/15, 120 00 Prague 2, www.coi.cz, for out-of-court dispute resolution.

The EU ODR platform is at https://ec.europa.eu/consumers/odr. The provider is not obliged to participate in ADR unless required by law.

These terms are effective from the date above. The provider may amend them; existing contracts are governed by the version in force at conclusion.

Relations are governed by the law of the Czech Republic. Disputes fall under the jurisdiction of Czech courts.

If any provision is invalid, the remaining provisions remain in effect.