Terms and Conditions

1.1. The seller and website operator is:

• Business name or full name: KEBAB HOUSE BONE’MA
• Address of the establishment: třída T. G. Masaryka 1077, 293 01 Mladá Boleslav 1
• Company ID (IČO): 03350339
• Tax ID (DIČ): CZ03350339
• Telephone: 326210955
• Website: kebab-house-bonema.vercel.app
• Contact form: Contact page
• Chat: the chat window on the website

1.2. The establishment address stated in paragraph 1.1 is the address of the seller’s restaurant, at which ordered goods may be collected in person and rights arising from defective performance may be exercised, and to which documents may be delivered to the seller.

1.3. The buyer may contact the seller using any of the means of communication stated in paragraph 1.1 (the "contact details stated in Article 1"). The costs of using means of distance communication are borne by the buyer in accordance with the terms of their own service provider; the seller does not charge any fees for them.

2.1. These terms and conditions (the "Terms and Conditions") govern, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code (the "Civil Code"), the mutual rights and obligations of the seller and the buyer arising in connection with a purchase contract concluded through the website, as well as the rights and obligations relating to the customer account, discount codes and the loyalty programme. The Terms and Conditions form an integral part of the purchase contract and of the customer account contract.

2.2. For the purposes of the Terms and Conditions, the following definitions apply:

• website means the seller’s web pages with the online ordering system, available at the address stated in Article 1, including their version installed on a device as a web application;
• buyer means a person who, through the website, places an order or uses a customer account;
• consumer means a buyer who is a consumer within the meaning of Section 419 of the Civil Code;
• goods means dishes, drinks and other items offered on the website;
• order means the buyer’s proposal to conclude a purchase contract, made through the website;
• customer account means the buyer’s user account set up on the website;
• order status page means a non-public web page with details of the order and its current status, accessible via a unique link that the buyer receives after submitting the order and, for a registered buyer, also from the customer account;
• establishment means the seller’s restaurant at the address stated in Article 1;
• Consumer Protection Act means Act No. 634/1992 Coll., on Consumer Protection.

2.3. Provisions of the Terms and Conditions expressly intended for consumers do not apply to a buyer who is not a consumer.

2.4. Provisions agreed in the purchase contract that differ from the Terms and Conditions take precedence over the provisions of the Terms and Conditions.

2.5. The Terms and Conditions apply to orders placed through the website. They do not apply to purchases made directly at the establishment or to orders placed by other means, unless the parties agree otherwise.

2.6. The website is available in Czech, English, German, Turkish and Ukrainian. The purchase contract may be concluded in Czech. The Czech version of the Terms and Conditions, which the buyer can view, print and save on the website, is binding; translations of them are for information purposes only and, in the event of any conflict, the Czech version prevails.

2.7. The website and its services are not intended for persons under 15 years of age, and a customer account may only be set up by a person who has reached 15 years of age. A minor buyer may place orders only to the extent of legal acts appropriate to their intellectual and volitional maturity and to their age.

3.1. The buyer may make purchases without registering (as a guest), if the seller allows this on the website, or through a customer account. Setting up and maintaining a customer account is free of charge.

3.2. A customer account is set up by registering on the website, during which the buyer provides their name, e-mail address and password, confirms that they agree to the Terms and Conditions and acknowledges the Privacy Policy. Registration is completed by confirming the e-mail address via a link sent to it. Upon completion of registration, a customer account contract, which is concluded for an indefinite period, comes into existence between the seller and the buyer.

3.3. The customer account allows, in particular, managing personal data, saving delivery addresses and favourite dishes, keeping the cart, viewing and repeating previous orders, participating in the loyalty programme, configuring notifications, downloading a copy of personal data and submitting a request for account deletion. The seller is entitled to make reasonable changes to the range of functions of the customer account.

3.4. The buyer is obliged to provide true, complete and up-to-date information both in the customer account and in the order and, if that information changes, to update it without undue delay. The seller regards the information provided by the buyer as correct.

3.5. Access to the customer account is protected by an e-mail address and a password. The buyer is obliged to keep the access credentials confidential, not to disclose them to third parties and to inform the seller without undue delay of any suspected misuse of them. A forgotten password can be reset via a link sent to the account’s e-mail address. If the buyer selects the "Remember me" option when signing in, they remain signed in on that browser even after it has been closed; the buyer should not use this option on a device shared with other people. The seller is not liable for the consequences of the use of the buyer’s access credentials by a third party, unless such use occurred as a result of a breach of the seller’s obligations.

3.6. The customer account is non-transferable and is intended exclusively for the use of the buyer who set it up.

3.7. The buyer may terminate the customer account contract at any time without giving a reason by submitting a request for account deletion in the Privacy & data section of the customer account or via the contact details stated in Article 1. Until the request has been processed, the buyer may withdraw it in the customer account. The seller will process the request without undue delay and within one month at the latest; once the request has been processed, the customer account is deleted, unused loyalty programme points lapse and personal data are erased or anonymised to the extent set out in the Privacy Policy.

3.8. The seller is entitled to terminate the customer account contract by notice with a notice period of one month, which begins to run on the day on which the notice is sent to the buyer’s e-mail address. If the buyer materially breaches their obligations, in particular if they misuse the customer account or the loyalty programme, knowingly provide false information or repeatedly fail to take receipt of ordered goods, the seller is entitled to deactivate or delete the customer account without a notice period and will inform the buyer accordingly.

4.1. The website contains the range of goods on offer, including a description of their main characteristics, variants, extras and prices. The presentation of goods on the website is for information purposes and does not constitute a proposal by the seller to conclude a purchase contract; Section 1732(2) of the Civil Code does not apply. The proposal to conclude a purchase contract is made by the buyer by submitting the order.

4.2. The range and availability of goods may change, in particular depending on opening hours, operational capacity and stocks of ingredients; temporarily unavailable goods are marked as such on the website or cannot be added to an order. The seller is entitled to temporarily restrict or suspend the acceptance of orders through the website.

4.3. Photographs of goods are for illustrative purposes; this does not affect the buyer’s rights arising from defective performance.

4.4. Prices of goods are stated in Czech crowns (CZK) and include value added tax and all other taxes and charges. The delivery charge, if charged, is stated separately.

4.5. The final price of the order is calculated by the seller’s system; it comprises the price of the selected goods including variants and extras, any discounts deducted and any delivery charge. The final price is displayed to the buyer before the order is submitted, and the price displayed at the moment of submission is decisive. Prices of goods saved in the cart or carried over from a previous order are always re-verified against the current range on offer when the order is submitted.

4.6. The seller does not charge any additional fees for the use of any of the payment methods or for processing the order.

4.7. If an obvious error occurs in the stated price of goods, in particular as a result of a technical error, the seller is not obliged to confirm the order at that price.

4.8. Dishes are intended for immediate consumption after receipt.

5.1. Information on substances or products causing allergies or intolerances (the "allergens") under Annex II to Regulation (EU) No 1169/2011 of the European Parliament and of the Council on the provision of food information to consumers is given for individual dishes once the seller has verified and confirmed it. An overview of the 14 main allergens and their numerical designations is available on the Allergens page.

5.2. Where allergen information has not yet been provided for a dish, this is indicated for that dish on the website. The buyer may obtain this information from the seller free of charge before submitting the order, via the chat or the other contact details stated in Article 1. The seller will also provide allergen information on request on receipt of the goods at the establishment or on delivery.

5.3. Dishes are prepared at the establishment, where ingredients containing allergens are also processed. Despite compliance with hygiene and technological procedures, the presence of trace amounts of other allergens as a result of cross-contamination cannot be completely ruled out for any dish.

5.4. A buyer with a serious allergy or intolerance is advised to check with the seller before submitting the order whether the dish can be prepared with regard to their needs. The seller will meet requests stated in the order note, for example to leave out an ingredient, as far as it is able; if it cannot comply with them, it will contact the buyer before confirming the order. An order note is not a guarantee that the dish will not contain traces of allergens.

5.5. If the range on the website includes alcoholic drinks, the seller sells them exclusively to persons who have reached 18 years of age, in accordance with Act No. 65/2017 Coll., on the Protection of Health from the Harmful Effects of Addictive Substances. By ordering alcoholic drinks, the buyer confirms that they have reached 18 years of age. The serving staff or the courier are entitled to request proof of age when handing over the goods and to refuse to hand over an alcoholic drink to a person who does not prove their age; the seller will refund the buyer the price of any alcoholic drink not handed over.

6.1. The buyer places an order as follows:

• adds the selected goods, including the chosen variants and extras, to the cart;
• at the checkout, enters their name, telephone number and e-mail address, chooses the method of receiving the goods and, in the case of delivery, enters the delivery address, chooses the payment method and, where applicable, enters an order note, a discount code or a loyalty programme reward;
• checks the order summary, including the final price;
• reads the Terms and Conditions, which are available at the checkout via a link next to the order submission button; by submitting the order, the buyer confirms that they have read them and agree to them;
• submits the order using a button whose label indicates that submitting the order entails an obligation to pay; if they have chosen online payment, they are then redirected to the payment gateway.

6.2. Before submitting the order, the buyer may check and change the information they have entered in the order, including the contents of the cart, and correct any errors made when entering data. Immediately before the order is submitted, the main characteristics of the ordered goods and the final price are displayed to the buyer.

6.3. By submitting the order, the buyer makes a proposal to conclude a purchase contract. The buyer is responsible for the accuracy and completeness of the information stated in the order, in particular the telephone number, e-mail address and delivery address.

6.4. After the order has been submitted, the order number and a link to the order status page are displayed to the buyer, and the order has the status "New". The seller will also confirm receipt of the order without undue delay by an e-mail message sent to the address stated in the order; the message contains a summary of the order and a link to the order status page. Confirmation of receipt of the order does not constitute acceptance of the proposal to conclude a purchase contract.

6.5. The purchase contract is concluded at the moment the seller confirms the order. The buyer is informed of the confirmation by the order status changing to "Confirmed" on the order status page and by an e-mail message; the seller may also inform the buyer by telephone. The seller will confirm an order paid by online payment only after the payment service provider has confirmed to the seller that the payment has been successfully completed.

6.6. The seller will confirm or reject the order without undue delay after receiving it. The seller is entitled not to confirm and to reject the order in particular if:

• the ordered goods or part of them are not available;
• the order cannot be fulfilled within a reasonable time in view of the opening hours or the workload of the establishment;
• delivery to the stated address is not possible, in particular because the address is outside the delivery area or delivery is temporarily unavailable;
• the order contains an obvious error in the price or in other details;
• the price of an order to be paid by online payment has not been paid;
• the order is a duplicate, or there is a reasonable suspicion that the order is not meant seriously or otherwise constitutes misuse of the website;
• the fulfilment of the order is prevented by a technical failure or force majeure.

6.7. The buyer is informed of the rejection of the order on the order status page, where the order changes to the status "Cancelled" with the reason stated, and by an e-mail message. If the price has already been paid, the seller will refund it in full in accordance with Article 8.

6.8. Other order statuses displayed on the order status page, in particular preparation, readiness for collection or for handover to the courier, delivery and completion, are for information purposes.

6.9. The link to the order status page is unique and non-public. The buyer should not share it with third parties, as it allows the order details to be viewed and, under the conditions of Article 7, the order to be cancelled.

6.10. The seller archives the concluded purchase contract, i.e. the record of the order including its contents and price, in electronic form. It is accessible to the buyer via the order status page and, for a registered buyer, also in the order history in the customer account; it is not accessible to third parties.

6.11. In order to protect against misuse, the seller is entitled to limit the quantity of individual items in an order, the number of items in a single order or the number of simultaneously open orders placed without registration.

7.1. Until the seller confirms the order, the buyer may cancel it free of charge using the "Cancel order" button on the order status page; by doing so, the buyer revokes their proposal to conclude a purchase contract.

7.2. If the price of the order has already been paid by online payment, the order cannot be cancelled via the order status page. In such a case, the buyer informs the seller by telephone, via the chat or via the other contact details stated in Article 1 that they are cancelling the order. If this notice reaches the seller before the seller confirms the order, the seller will cancel the order and refund the price paid in full.

7.3. After the order has been confirmed, the purchase contract may be cancelled only by agreement with the seller, which must be requested without undue delay, preferably by telephone; the agreement may provide that the buyer pays the price of goods already prepared. This does not affect the consumer’s right to withdraw from the contract under Article 11.

7.4. The seller is entitled to withdraw from the purchase contract if, after the order has been confirmed, it becomes apparent that the goods or part of them cannot be supplied for reasons the seller could not foresee (in particular an unexpected shortage of an ingredient, equipment failure, inability to arrange delivery or force majeure), if the buyer has provided false or incomplete information preventing the fulfilment of the order, or if the price contained an obvious error. If the obstacle concerns only part of the order, the seller will, without undue delay, offer the buyer substitute goods or fulfilment of the order without the affected item; if the parties do not reach agreement, either party may withdraw from the purchase contract.

7.5. Upon cancellation of the order under paragraphs 7.1, 7.2 and 7.4, the seller will refund to the buyer all funds received in full, the use of the discount code is reversed and the loyalty programme points used for a reward are returned to the customer account.

7.6. An order to be paid by online payment whose price has not been paid will not be confirmed; if the buyer does not pay the price even within the time limit set by the system, the order is cancelled automatically.

8.1. The payment methods available for the given order are displayed to the buyer at the checkout. The purchase price may be paid:

• in cash on receipt of the goods at the establishment or on delivery;
• by payment card via a payment terminal on receipt of the goods at the establishment or on delivery;
• by online payment using a payment card or via Apple Pay or Google Pay, if this option is offered on the website.

8.2. In the case of payment in cash or by payment card on receipt, the purchase price is due on receipt of the goods.

8.3. Online payments are processed by the payment service provider Stripe Payments Europe, Limited, with its registered office in Ireland, through the Stripe Checkout payment gateway. After submitting the order, the buyer is redirected to the secure page of the payment gateway, where they enter their payment details; the seller has no access to the full payment card details and does not store them. The use of Apple Pay and Google Pay is also governed by the terms of their providers.

8.4. In the case of online payment, the purchase price is payable in advance, i.e. when the order is submitted and before the purchase contract is concluded. If the payment cannot be completed, the buyer may retry it from the order status page until the order is cancelled. If the purchase contract is not concluded, the seller will refund the payment received in full.

8.5. The seller refunds funds using the same method by which it received them, unless it agrees otherwise with the buyer; online payments are refunded via the payment gateway to the payment instrument with which the payment was made. The seller refunds them without undue delay, and no later than 14 days from the day on which the obligation to refund them arose, at no additional cost to the buyer; the time taken for the funds to be credited also depends on the buyer’s payment service provider.

8.6. The seller will issue the buyer with proof of purchase of the goods at the buyer’s request in accordance with Section 16 of the Consumer Protection Act. The buyer may request proof of purchase on receipt of the goods; if the buyer requests it later, the seller will agree with the buyer on how it will be provided.

8.7. The buyer acquires ownership of the goods upon receipt of the goods; the risk of damage to the goods also passes to the buyer upon receipt.

9.1. At the checkout, the buyer chooses the method of receiving the goods: collection in person at the establishment, or delivery to a chosen address, if the seller offers delivery.

9.2. The estimated preparation or delivery time displayed on the website or communicated to the buyer is indicative and depends in particular on the workload of the establishment and the traffic situation. If there is a risk that it will be significantly exceeded, the seller will inform the buyer where possible. This does not affect the buyer’s rights arising from the seller’s delay.

Collection in person

9.3. In the case of collection in person, the buyer collects the goods at the establishment during its opening hours after the order status page indicates that the order is ready for collection. On collection, the buyer identifies themselves with the order number or the name stated in the order. The seller may also set a minimum value of goods in the order for collection in person; in that case, it is displayed at the checkout.

9.4. The buyer is obliged to take receipt of the goods without undue delay after they have been made ready for collection. The seller is not liable for any change in the properties of the dishes, in particular their temperature and consistency, caused by late collection. If the buyer does not collect the goods by the time the establishment closes on the day on which they were made ready, the seller is entitled to dispose of them for hygiene reasons and to claim compensation for the damage it has suffered as a result of the failure to take receipt of the goods, up to a maximum of the purchase price.

Delivery

9.5. The seller provides delivery within delivery areas defined by postcodes. For each area, the seller may set a delivery charge, a minimum value of goods in the order and a value of goods from which delivery is free of charge. These conditions and the availability of delivery to the address entered are displayed to the buyer at the checkout before the order is submitted. Delivery cannot be ordered to addresses outside the delivery areas.

9.6. The buyer is obliged to provide a complete and accurate delivery address and, where applicable, additional details for the courier (for example the floor, doorbell or entrance code), to ensure that the goods can be received at the stated address and to be available on the telephone number stated in the order during delivery.

9.7. The goods are delivered at the moment they are handed over to the buyer or to a person who receives them on the buyer’s behalf at the stated address. In the case of delivery, the buyer pays the purchase price to the courier using the method chosen in the order, unless it has been paid by online payment.

9.8. If the goods cannot be delivered for reasons on the buyer’s side, in particular because of an incorrect or incomplete address or the buyer’s unavailability, the courier will try to contact the buyer; if this is not successful even within a reasonable time, the seller is entitled to end the delivery, dispose of the goods and claim compensation for the damage it has suffered, up to a maximum of the purchase price including the delivery charge.

9.9. The buyer is advised to check on receipt that the packaging is intact and the goods are complete, and to report any obvious defects or missing items immediately to the courier, the serving staff or the seller via the contact details stated in Article 1. This does not affect the buyer’s rights under Article 12.

Discount codes

10.1. The seller may issue discount codes. The conditions for their use, in particular the amount of the discount, the period of validity, the minimum value of goods in the order, the method of receiving the goods, the number of uses and any restriction to the first order or to registered or specific buyers, are set by the seller when issuing the code; the buyer is made aware of them when applying the code at the checkout.

10.2. A maximum of one discount code may be applied per order. The discount applies to the price of the goods and does not apply to the delivery charge. A discount code cannot be exchanged for cash.

10.3. A discount code can only be applied when the order is submitted; it cannot be applied retrospectively to an order that has already been submitted. If the order is cancelled, the use of the discount code is reversed.

10.4. For security reasons, the seller is entitled to temporarily restrict the verification of discount codes, in particular where invalid codes are entered repeatedly, and to invalidate a discount code that has been misused or obtained in breach of the conditions of its issue.

Loyalty programme

10.5. If the seller operates a loyalty programme, buyers with a customer account may participate in it. Participation is free of charge and voluntary. The current number of points per CZK 1, the range of rewards, and the points balance and history are shown in the Loyalty programme section of the customer account.

10.6. For each completed order placed while signed in to the customer account, the buyer is credited with points corresponding to the total price of the order multiplied by the set number of points per CZK 1; fractions of a point are not credited. Points are credited after the order has been completed, i.e. after the buyer has received the goods.

10.7. Points can be redeemed at the checkout for a reward in the form of a discount on the price of goods according to the current range of rewards; a maximum of one reward may be redeemed per order. The discount from a reward does not apply to the delivery charge; if the value of the reward exceeds the price of the goods after deduction of other discounts, the difference is neither paid out nor carried over. The points required for the reward are deducted when the order is submitted and are returned if the order is cancelled.

10.8. Points have no monetary value and cannot be exchanged for cash, transferred to another person or combined with points from another customer account. Points are tied to the customer account and lapse when it is deleted.

10.9. If an order for which points were credited is cancelled, or if the purchase price is refunded to the buyer, in particular following withdrawal from the contract or the upholding of a claim for defects, the seller is entitled to deduct the credited points to the corresponding extent. The same applies to points credited as a result of a technical error or misuse of the loyalty programme.

10.10. The seller is entitled to change the rules of the loyalty programme, in particular the number of points per CZK 1 and the range of rewards, or to terminate the loyalty programme. The seller will announce the change or termination on the website or in the customer account at least 30 days in advance, and points earned before the change or termination takes effect may be redeemed until then under the existing conditions. A limitation on the period of validity of points may only be introduced by such a change to the rules.

10.11. The buyer may also earn points in the BONE’MA Crew programme, i.e. for recommending a new customer, for an approved video and for the video of the month, under the rules published on the BONE’MA Crew page of the website; these rules form part of the loyalty programme rules. The seller does not give points or any other rewards for ratings or reviews.

11.1. As a rule, a consumer has the right to withdraw from a purchase contract concluded at a distance without giving any reason within 14 days (Section 1829 of the Civil Code). However, under Section 1837 of the Civil Code, the consumer cannot withdraw, among other things, from a contract:

• for the supply of goods made to the consumer’s specifications or adapted to the consumer’s personal needs, under point (d);
• for the supply of goods that are liable to deteriorate rapidly or goods with a short shelf life, under point (e);
• for the supply of goods in sealed packaging which are not suitable for return for health protection or hygiene reasons once the consumer has broken the packaging, under point (g).

11.2. The dishes offered on the website are prepared only on the basis of an order, according to the buyer’s choice, including the chosen variants, extras and modifications, and are liable to deteriorate rapidly. The same applies to freshly prepared drinks and other foods liable to deteriorate rapidly. The consumer therefore cannot withdraw from the purchase contract in respect of such goods. This does not affect the right to cancel the order until it is confirmed under Article 7 or the rights arising from defective performance under Article 12.

11.3. In the case of goods to which none of the above exceptions applies, in particular drinks in their original sealed packaging that are not liable to deteriorate rapidly, the consumer may withdraw from the purchase contract in respect of such goods within 14 days from the day on which they were received. Once the sealed packaging of a drink has been opened, the exception under Section 1837(g) of the Civil Code applies to that drink.

11.4. Withdrawal may be effected by any unequivocal statement sent to the seller at the address of the establishment or the e-mail address stated in Article 1, or made at the establishment, including by using the model form in Article 17; it is recommended that the order number be stated. The time limit is met if the statement is sent before it expires. The seller will confirm receipt of the statement in text form without undue delay, usually by e-mail. If the website offers a special function (button) for withdrawing from the contract, the consumer may use it; the confirmation will then also include the content of the statement and the date and time it was sent.

11.5. The consumer shall return to the seller the goods whose purchase they have withdrawn from without undue delay, and no later than 14 days from withdrawal, by handing them over at the establishment or by sending them to the address of the establishment; the time limit is met if the goods are sent before it expires. The costs associated with returning the goods are borne by the consumer. The consumer is liable for any diminution in the value of the goods resulting from handling them in a way other than is necessary to establish their nature and characteristics (Section 1833 of the Civil Code).

11.6. The seller will refund to the consumer, without undue delay and no later than 14 days from withdrawal, the funds received from the consumer under the contract, to the extent to which the consumer has withdrawn from the contract, using the same method by which it received them, unless the parties agree otherwise and provided that the consumer does not incur any additional costs as a result. If the consumer withdraws from the entire purchase contract, the seller will also refund the delivery costs, in an amount corresponding to the cheapest method of delivery offered by the seller; if the consumer withdraws from only part of the purchase contract, the delivery charge is not refunded. The seller is not obliged to refund the funds received before the consumer hands over the goods to the seller or proves that the goods have been sent.

11.7. A buyer who is not a consumer does not have the right to withdraw from the purchase contract under this Article.

12.1. The seller is liable to the buyer for ensuring that the goods are free from defects upon receipt, in particular that they correspond to the agreed description, type, quantity and quality and have the characteristics usual for goods of the same type which the buyer can reasonably expect (Section 2161 of the Civil Code).

12.2. A buyer who is a consumer may notify the seller of a defect that becomes apparent in the goods within two years of receipt (Section 2165(1) of the Civil Code). If a defect becomes apparent within one year of receipt, the goods are presumed to have been defective upon receipt, unless this is precluded by the nature of the goods or of the defect (Section 2161(5) of the Civil Code). Dishes and other foods liable to deteriorate rapidly are intended for immediate consumption; their nature therefore generally precludes the presumption that a defect which became apparent only a longer time after receipt already existed upon receipt.

12.3. In view of the nature of the goods, the buyer is advised to check the goods on receipt, to notify the seller of any defect without undue delay, preferably immediately by telephone or via the chat, and to document it, for example with a photograph. By notifying the seller of a defect later, within the period under paragraph 12.2, the buyer does not lose the rights arising from defective performance (Section 2165(3) of the Civil Code).

12.4. A change in the properties of the goods that occurred after receipt as a result of their nature, in particular a dish cooling down, is not a defect. The buyer is not entitled to rights arising from defective performance if they caused the defect themselves, for example by storing the goods inappropriately after receipt or by collecting the goods late (Section 2167 of the Civil Code).

12.5. A claim for defects may be made at the establishment, by telephone, by e-mail, via the chat or using the contact form; a registered buyer may also use the order support form in the order history of the customer account. In the claim, the buyer states the order number, a description of the defect and the requested method of handling the claim and, if possible, attaches a photograph of the defect.

12.6. If the goods are defective, the buyer may demand that the defect be remedied, at the buyer’s choice, by the delivery of new goods free from defects, in particular a new dish or the missing item, or by repair, if the nature of the goods allows it. The seller may refuse to remedy the defect if this is impossible or disproportionately costly (Section 2169 of the Civil Code).

12.7. The buyer may demand a reasonable discount or withdraw from the purchase contract if the seller has refused to remedy the defect or has not remedied it in accordance with Section 2170 of the Civil Code, if the defect recurs, if the defect constitutes a material breach of the contract, or if it is evident from the seller’s statement or from the circumstances that the defect will not be remedied within a reasonable time or without considerable difficulty for the buyer (Section 2171 of the Civil Code). The buyer cannot withdraw from the purchase contract if the defect is insignificant; a defect is presumed not to be insignificant.

12.8. When a claim is made, the seller will issue the buyer with a written confirmation stating the date on which the claim was made, its content, the requested method of handling the claim and the buyer’s contact details for the purpose of informing the buyer of how the claim has been handled; the confirmation is usually sent by e-mail. The claim, including the remedying of the defect, will be handled, and the buyer informed accordingly, without undue delay and no later than 30 days from the day on which the claim was made, unless the seller and the buyer agree on a longer period. If this period expires without the claim having been handled, the buyer becomes entitled to withdraw from the contract or to demand a reasonable discount. The seller will issue the buyer with a written confirmation of the date and method of handling the claim; if the seller rejects the claim, it will state the reasons for the rejection in writing (Section 19 of the Consumer Protection Act).

12.9. The costs associated with a justified claim are borne by the seller. If the buyer withdraws from the contract or is granted a discount, the seller will refund the purchase price or the corresponding part of it without undue delay in the manner set out in Article 8.

12.10. The seller does not provide any quality guarantee beyond the statutory rights arising from defective performance.

12.11. If the buyer is an entrepreneur, their rights arising from defective performance are governed by Sections 2099 et seq. of the Civil Code, and paragraphs 12.2 and 12.8 do not apply. A buyer who is an entrepreneur is obliged to inspect the goods as soon as possible after receipt and to notify the seller of the defect without undue delay after they could have discovered it by means of a timely inspection carried out with sufficient care.

13.1. The seller communicates with the buyer via the order status page, the customer account, e-mail, telephone and the chat. The seller sends messages relating to the order or the customer account, for example about a change in the order status or a password reset, regardless of whether consent to receiving commercial communications has been given.

13.2. The chat on the website is intended in particular for enquiries regarding the range on offer and orders. Messages are answered by the seller’s staff as their operational capacity allows. For frequently asked questions, for example about opening hours, the address, delivery or the order status, the chat may provide automatic replies with pre-prepared content; these replies are for information purposes.

13.3. If the seller introduces an assistant using artificial intelligence in the chat or elsewhere on the website in the future, the buyer will be informed of this fact clearly and in advance, in particular directly in the chat window.

13.4. The seller sends notifications in the browser or in the installed web application (push notifications) about changes in the order status and about replies in the chat only to a signed-in buyer who has enabled them. The buyer may switch them off at any time in the customer account or in the browser or device settings.

13.5. The buyer must not send through the website any content that is contrary to legal regulations or good morals, nor interfere with the technical operation of the website.

14.1. The processing of personal data is governed by the Privacy Policy. The use of cookies and similar technologies is governed by the Cookie Policy.

14.2. Giving consent to receiving commercial communications is voluntary and is not a condition for concluding a purchase contract or setting up a customer account.

15.1. The seller handles the buyer’s complaints via the contact details stated in Article 1 without undue delay and informs the buyer of how they have been handled.

15.2. The body competent for the out-of-court resolution of consumer disputes arising from the purchase contract is the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate, Gorazdova 1969/24, 120 00 Praha 2, website: https://coi.gov.cz/informace-o-adr/. The consumer may file a petition to initiate out-of-court dispute resolution no later than one year from the day on which the consumer first asserted the right that is the subject of the dispute with the seller. Out-of-court dispute resolution is governed by Sections 20d et seq. of the Consumer Protection Act and is free of charge for the consumer. This does not affect the right to bring the matter before a court.

15.3. Supervision of compliance with the seller’s obligations is exercised, within the scope of their respective competence, in particular by:

• the Czech Trade Inspection Authority, in the area of consumer protection;
• the Regional Public Health Authority of the Central Bohemian Region (Krajská hygienická stanice Středočeského kraje), seated in Prague, and, within the scope of their competence, also the Czech Agriculture and Food Inspection Authority (Státní zemědělská a potravinářská inspekce) and the veterinary administration authorities, in the area of the hygiene and safety of food and catering services, including allergen information;
• the Office for Personal Data Protection (Úřad pro ochranu osobních údajů), in the area of personal data protection;
• the competent Trade Licensing Office, in the area of trade licensing.

15.4. Disputes are decided by the competent courts in accordance with the legislation of the Czech Republic and the European Union.

16.1. Legal relationships established by the purchase contract and the customer account contract are governed by the laws of the Czech Republic. If the buyer is a consumer whose habitual residence is in another state, the choice of law does not deprive the consumer of the protection afforded to them by those provisions of the law of the state of their habitual residence which cannot be derogated from by agreement.

16.2. The seller is entitled to amend the Terms and Conditions. The purchase contract is governed by the version of the Terms and Conditions in effect at the moment the order is submitted. The seller will notify the buyer of any amendment to the Terms and Conditions concerning the customer account or the loyalty programme in the customer account or by e-mail at least 30 days before it takes effect; if the buyer does not agree with the amendment, they may terminate the customer account contract free of charge before the amendment takes effect by following the procedure under paragraph 3.7 (Section 1752 of the Civil Code).

16.3. The invalidity or ineffectiveness of any provision of the Terms and Conditions does not affect the other provisions.

16.4. The seller does not guarantee uninterrupted availability of the website or the customer account and is entitled to carry out maintenance of and changes to them, or to restrict them temporarily for security reasons. The content of the website, in particular texts, photographs and graphics, is protected by copyright; its use beyond ordinary browsing of the website and ordering of goods is not permitted without the seller’s consent.

16.5. The seller is not bound by any codes of conduct within the meaning of Section 1820(1)(n) of the Civil Code.

16.6. Documents may be delivered to the buyer at the e-mail address stated in the order or in the customer account.

16.7. The Terms and Conditions take effect on the date stated in their introduction.

Complete and return this form only if you wish to withdraw from the contract (Article 11). The form is a model under Government Regulation No. 29/2023 Coll.; its use is not mandatory.

Withdrawal from the contract

• To: the seller, whose business name or name, address of the establishment and e-mail address are stated in Article 1 of the Terms and Conditions
• I/We hereby give notice that I/we withdraw from the contract for the purchase of the following goods / for the provision of the following services: …
• Date of order / date of receipt: …
• Full name of the consumer(s): …
• Address of the consumer(s): …
• Date: …
• Signature of the consumer(s) (only if this form is sent on paper): …

Delete as appropriate or fill in the details.