Terms and conditions

This is an English translation provided for information only. In the event of any dispute or discrepancy, the Czech version of these documents is binding.

Sale of products, custom manufacturing, installation and inspections

Miroslav Sádlík s.r.o. · www.play4kids.cz

Effective from 1 November 2026. Article 11 applies from 1 January 2027.

1. Seller and scope of the terms

1.1 The seller and supplier of services is Miroslav Sádlík s.r.o., Company ID (IČO) 28641400, VAT ID (DIČ) CZ28641400, with its registered office at Slovenská 910, 685 01 Bučovice, registered in the Commercial Register kept by the Regional Court in Brno, Section C, Insert 69148. Contact e-mail: sadlik@play4kids.cz; phone: +420 775 337 603; online shop: www.play4kids.cz. Complaints and notices of withdrawal from the contract may be sent to the above postal address and e-mail.

1.2 These terms govern the sale of play equipment and accessories, custom manufacturing and related services, in particular transport, installation, maintenance and inspections, where agreed. They apply to contracts concluded in the online shop and to orders placed by e-mail, through an individual offer or otherwise, if the contract refers to them and the customer received them before the contract was concluded. Under a contract for work, the seller is also the contractor; depending on the nature of the contract, the customer is the buyer or the client.

1.3 A consumer is a natural person who concludes a contract outside the scope of their business activity or independent exercise of their profession. Legal entities, including municipalities, schools and associations, are not consumers. For a natural person, the actual purpose of the purchase is decisive; merely stating a company ID (IČO) does not automatically exclude consumer rights. Provisions expressly intended for consumers apply only to consumer contracts.

1.4 The specific product, scope of services, price, date and place of performance are determined by the contract, an accepted offer or a confirmed order. Individually agreed provisions take precedence over these terms. No provision may restrict the rights that the law mandatorily confers on the consumer.

2. Products and information before ordering

2.1 Before ordering, the customer receives information on the main characteristics of the product or service, the price, transport, payment, the delivery period and any requirements for installation and operation. Technical parameters, age and weight limits, dimensions, safety areas and impact-attenuating surfaces, and anchoring conditions are based on the description of the specific product and its documentation. Photographs are supplementary information; they cannot be used to exclude liability for the agreed characteristics.

2.2 Products intended for public or shared playgrounds and products intended solely for domestic family use have different intended uses. A domestic product must not be used on a public playground, in a school facility, in commercial operation or in other shared use, unless the product documentation expressly permits such use. The seller is responsible for correctly indicating the intended use and for handing over the necessary information.

2.3 The delivery is accompanied by instructions and safety information in Czech, product identification details and the documents on conformity, certification or testing that are required by the applicable legal regime or that have been agreed. The scope of certification and the technical standards applied are stated in the documentation of the specific product; the mere designation of a product line or of the seller does not constitute a declaration that all products are certified.

2.4 Natural differences in the grain and shade of the wood, moderate knots, resin exudation or surface changes may be a characteristic of the material only if they correspond to the agreed and normally expected quality and do not limit the safety, strength, function or service life of the product. Dangerous cracks, splinters, instability or an unsatisfactory surface are not automatically excluded from liability for defects.

3. Order and conclusion of the contract

3.1 The customer selects a product or service, fills in the order details and chooses transport and payment from the options offered. Before sending the binding order, they can check and correct the details. The final summary contains the total price including VAT and all known mandatory costs. A binding order is sent with the “Order with an obligation to pay” button.

3.2 If transport, installation, dimensions or other essential conditions must first be priced individually, the request sent is a non-binding inquiry and is marked as such. The seller then submits a complete offer. The contract is concluded only when the customer expressly accepts that offer. An additional transport price or other surcharge does not become binding merely by sending the inquiry.

3.3 The automatic e-mail confirming that the order has been received by the system confirms its delivery and is not in itself an acceptance of the offer. For a binding order, the contract is concluded when the seller’s express order confirmation, accepting the order without changes, is delivered to the customer. A proposal of a different price, date, product or scope of performance is a new offer and requires the customer’s consent. Neither silence nor the mere delivery of a new offer constitutes consent.

3.4 For an order placed by e-mail, the contract is concluded when the other party accepts a complete offer. If the seller contacts a consumer by phone with a view to concluding a contract, it will confirm the offer to the consumer in text form; the consumer is bound by it only after subsequently giving consent in text form or an electronic confirmation. The seller sends the confirmation of the concluded consumer contract, its content, these terms and the information on withdrawal together with the withdrawal form by e-mail or on another durable medium.

3.5 The contract is concluded in Czech unless the parties expressly agree on another language. The seller keeps it for the purpose of processing the order and fulfilling its legal obligations; it is not publicly accessible. The customer may request a copy at the contact e-mail. The customer pays the costs of ordinary connection and communication to their own provider; the seller does not charge any special fee for concluding a contract at a distance.

3.6 The online shop does not maintain customer accounts; purchases are made without registration. The customer provides correct contact and delivery details and notifies any changes to them that are relevant to performance.

4. Price and payment terms

4.1 Prices for consumers are final and include VAT at the statutory rate. The currency and the price of the goods, transport, unloading, installation and other agreed services are stated before the contract is concluded. Installation, earthworks, impact-attenuating surfacing, the initial inspection and subsequent inspections are not included in the price of the product unless the offer expressly states that they form part of it.

4.2 The customer may use the payment methods offered for the specific order: bank transfer, an agreed advance payment, cash on collection in person as agreed, or cash on delivery if it is available for the consignment. The amount of the advance payment, its due date and the due date of the balance are communicated before the contract is concluded. The details for the transfer and payment identification are on the invoice or in the payment instructions. The seller issues a tax document and sends it to the customer, usually by e-mail.

4.3 The agreed price is not changed unilaterally after the contract is concluded because of increases in the cost of materials, production or transport. Additional work or a change in scope may be charged only under a subsequent agreement setting its price or the method of determining it. The seller will report an obvious error in an offer without delay; the legal consequences of the error are assessed under the law and the specific circumstances. The amount of a discount alone is not an automatic reason for cancelling a contract already concluded.

4.4 If the customer is in default with an agreed payment or advance payment, the seller will request payment and grant a reasonable additional period. In accordance with the contract and the law, it may suspend related performance for the duration of the default or withdraw from the contract after the additional period has expired to no avail. Any postponement of the date must correspond to the actual impact of the default; the customer is informed of it.

4.5 For goods supplied separately, the seller retains ownership until the purchase price has been paid in full, to the extent permitted by law. The retention of title alone does not entitle the seller to enter another person’s land, dismantle the equipment or remove it by self-help. Any attachment of the product to real estate and its legal consequences are assessed under the law.

5. Custom manufacturing and changes to an order

5.1 For genuine manufacturing to individual requirements, the offer contains in particular the dimensions, material, surface finish, colours, technical design, intended use, price, date and scope of documentation. If a drawing or specification is needed, the customer approves it in text form before production starts. The seller will point out requirements that are unsuitable in terms of safety or function and will not carry out a solution that contravenes mandatory regulations.

5.2 Selecting a standard colour, size or regular version from options offered in advance does not in itself constitute custom manufacturing that excludes the consumer’s right of withdrawal. The exception under Article 9.2 may be applied only to goods made to the consumer’s individual requirements or adapted to their personal needs. The customer is informed of the application of a specific exception before the contract is concluded.

5.3 Before the contract is concluded, an order or inquiry may be revoked if it has not yet been accepted. After the contract is concluded, any change or cancellation is agreed by mutual agreement, except for statutory rights of withdrawal. Where the cancellation of an individual commission is agreed, the parties may agree on reimbursement of documented reasonable costs or actual damage, always taking into account the possibility of using the material or product otherwise and while preserving the customer’s statutory rights. No flat-rate retention of the entire advance payment is agreed.

5.4 The customer may exercise the statutory consumer right of withdrawal even before standard goods are dispatched. The fact that custom manufacturing has not yet begun does not in itself remove the statutory exception for genuinely individualised goods. Rights in the event of defects, delay or other breach of contract are preserved even for custom manufacturing.

6. Delivery, transport and unloading

6.1 The delivery period is stated for the product or in the individual offer and is confirmed when the contract is concluded. For goods made to order, a realistic production and delivery date is communicated; the indication that a product is handcrafted does not in itself justify unlimited postponement. Unless another period has been agreed with the consumer, the seller delivers the goods without undue delay and no later than 30 days after the contract is concluded.

6.2 The seller will give notice of an impending delay and propose a solution. A new date is not binding without agreement. In the event of delay in delivery, the consumer has the right to grant a reasonable additional period and, if it expires to no avail, to withdraw from the contract. An additional period is not necessary if the seller has refused to deliver or if timely delivery was essential in view of the circumstances or of what the consumer communicated before the contract was concluded. In the event of such withdrawal, payments received are refunded without undue delay.

6.3 Transport is normally agreed to an address in the Czech Republic. Delivery abroad and personal collection are possible subject to prior agreement on the place, price and conditions. Delivery to an address includes only the extent of unloading and handling described in the offer. Carrying the goods to the installation site, a crane, forklift equipment or additional workers are provided only if agreed.

6.4 For bulky and heavy products, the seller communicates the transport dimensions, the weight and the specific requirements for safe unloading before the contract is concluded. The offer determines who provides suitable equipment, operators and access. The presence of one additional person is not automatically considered a sufficient substitute for handling equipment. The customer ensures the agreed readiness and authorisation for access; if there is a safety obstacle, an alternative solution is agreed. Additional costs are assessed according to the prior agreement and the actual cause of the obstacle.

6.5 The risk of damage passes to the consumer when they take over the goods from the seller or from a carrier offered by the seller. If the consumer chooses a carrier that was not offered by the seller, the statutory rule for such transport applies. Signing the delivery note or consignment note confirms receipt; it does not preclude a later complaint, nor does it in itself prove the absence of defects.

6.6 On receipt, we recommend checking the packaging, the number of items and any obvious damage, taking photographs and, where appropriate, drawing up a record with the carrier. A seriously damaged consignment may be refused and the seller informed. The absence of a carrier’s record, an inspection carried out only after unpacking or failure to report a defect within 24 hours does not deprive the consumer of their statutory rights.

6.7 The customer will notify any obstacle to receipt or installation as soon as possible. Failure to take delivery of a consignment is not in itself a withdrawal from the contract. Repeated transport and actual costs caused by a breach of the agreed cooperation are dealt with in accordance with the law and the agreement; the seller does not charge any automatic penalty without a legal basis and evidence of the costs.

7. Installation and handover of the work

7.1 Installation forms part of performance only if expressly agreed. The offer specifies the products and number of items, the place, the price, transport of the installation crew, the scope of earthworks and concreting, anchoring, installation, surface finishing, clean-up, waste removal and any initial inspection. For each item it is clear whether it is included or provided by the customer. The same requirement of prior consent to the price of additional work as in Article 4.3 applies.

7.2 Before work begins, the customer ensures the agreed right to use the land, access for vehicles and equipment, marking out of known underground utilities and other agreed cooperation. The offer specifies who is responsible for surveying, permits, subsoil investigation and impact-attenuating surfacing. Before the work, the seller assesses the visible conditions, points out an unsuitable base, conflicts with utilities or other obstacles, and does not carry out the work in a manner that endangers safety.

7.3 Hidden obstacles, unsuitable subsoil, adverse weather or a change in the brief may require an adjustment of the procedure or date. The seller documents the reason and submits a proposal for the change, including the price. Without agreement, it does not carry out paid additional work, except for urgent action permitted by law to avert damage. Any interruption of the work and its consequences must correspond to the specific circumstances and the law.

7.4 The handover is recorded in a report identifying the products, the scope of the work, the date, the documents handed over, defects found, restrictions on use and deadlines for remedy. The report states whether the equipment is ready for operation, or whether concrete is still curing or an inspection or other step is required. Signing the report does not constitute a waiver of rights arising from hidden defects or of other statutory rights. The obligation to accept the work with minor defects is assessed according to its legal nature and the law.

7.5 Neither the customer nor the operator will open the equipment to use before safe anchoring, the prescribed curing of the foundations and the impact-attenuating surface have been completed and the necessary safety verification has been carried out. The exact conditions for putting the equipment into operation are set out in the documentation and the handover report. If installation is carried out by the customer or by a third party chosen by them, it must be done professionally in accordance with the documentation. The seller is liable for defects in its own instructions and for installation carried out by it or under its responsibility.

8. Operation, maintenance and inspections of the playground

8.1 The operator complies with the documentation of the specific equipment, its intended use, capacity and age limits, maintains the safety areas and ensures inspection and maintenance. For public and shared playgrounds, the operator draws up an inspection plan according to the nature of the equipment, the intensity of use, local risks, the manufacturer’s instructions and the relevant parts of ČSN EN 1176 and ČSN EN 1177. Technical standards apply to the extent appropriate to the product and its legal regime.

8.2 Before a public playground is opened, the operator arranges a post-installation inspection by a qualified person independent of the execution of the installation being assessed. It also arranges routine visual inspections, operational inspections and an annual main inspection at intervals of no more than 12 months, or earlier according to the documentation or identified risks. The specific frequency and scope are set out in the maintenance plan; with intensive use or vandalism, visual inspections may be needed daily.

8.3 An inspection may be carried out by a competent person who meets the requirements for the given type of inspection; it is not a condition that this always be the manufacturer or a body exclusively designated by it. An inspection ordered from the seller is a separate service unless the offer expressly states that it is included. The inspection order specifies the type, scope, price, date and output. The report describes the findings, risks and recommended measures; it does not in itself replace any necessary repair or ongoing supervision.

8.4 The operator keeps records of inspections, repairs and maintenance. In the event of a dangerous fault, it immediately prevents use of the affected equipment and arranges for it to be remedied. Failure to carry out maintenance or a missing record does not automatically cancel all rights arising from defects. In each specific case, it is assessed whether a lack of maintenance, improper use or intervention by a third party actually caused the defect complained of.

8.5 The equipment is used in accordance with its intended use and the safety instructions. Interventions in load-bearing parts, anchoring and safety spaces are professionally assessed in advance. These rules do not limit the seller’s liability for product safety, defective installation, incorrect instructions or any other obligation imposed by law.

9. Consumer withdrawal when purchasing goods

9.1 A consumer may withdraw from a contract concluded at a distance or away from business premises within 14 days without giving any reason. For a purchase of goods, the period runs from the day following receipt of the goods by the consumer or by a person designated by them other than the carrier. If individual items or parts of a single order are delivered separately, the period runs from receipt of the last item or part; for regular delivery over an agreed period, from the first delivery. In the case of an unsolicited visit to the consumer’s home or a sales excursion, the statutory period of 30 days applies to a contract concluded in this way.

9.2 The right to withdraw without giving a reason does not apply to goods made to the consumer’s individual requirements or adapted to their personal needs under § 1837 of the Czech Civil Code. The consumer is informed of the specific individualisation and of the exclusion of the right before the contract is concluded. Merely ordering the manufacture of a standard model, selecting a regular variant from the range offered or installation alone does not automatically give rise to this exception.

9.3 It is sufficient to send the withdrawal on the last day of the period; it need not reach the seller within that period. If the last day falls on a Saturday, Sunday or public holiday, the period ends on the next working day. The consumer may use the form in Annex 1 or any other unequivocal statement sent to sadlik@play4kids.cz or to Slovenská 910, 685 01 Bučovice. From 1 January 2027, they may also use the function described in Article 11 (withdrawal from the contract online). The seller will confirm receipt of a withdrawal sent by e-mail without undue delay.

9.4 The consumer sends back or hands over the goods no later than 14 days after withdrawal, unless the seller has offered to collect them itself. The goods are returned to Slovenská 910, 685 01 Bučovice, unless the parties agree on a different place for the specific return. For bulky or installed products, we recommend agreeing on a safe procedure and transport in advance. An agreement on logistics is not a condition for the validity of the withdrawal. The original packaging is not required; the goods must be secured against damage during return transport.

9.5 The consumer bears the direct cost of returning the goods if the seller duly informed them of this obligation before the contract was concluded. For goods that cannot be returned by ordinary post, the seller states in advance the specific amount of the costs or, if this cannot reasonably be determined, a reasonable maximum estimate for the product and place concerned. If this information is not duly provided, the consumer does not bear these costs. In the case of a contract concluded away from business premises where the goods were delivered to the consumer’s home at the time the contract was concluded and cannot normally be sent by post, the seller collects them at its own expense.

9.6 The seller refunds the payments received, including the costs of the cheapest standard method of original delivery offered, within 14 days of receiving the withdrawal. A surcharge for a more expensive delivery method chosen beyond this standard is not refunded. The money is refunded using the same means of payment, unless the consumer expressly agrees to another method that involves no further costs. The seller may withhold the refund until it has received the goods back or proof that they have been sent, whichever is earlier; this does not apply if the seller has offered to collect the goods itself.

9.7 The consumer is liable only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning, and only if they were duly informed about withdrawal. The seller will specifically document and quantify any diminished value. It does not charge any flat-rate fee for withdrawal, restocking or ordinary unpacking. Installation or use may reduce the value depending on the circumstances, but does not in itself extinguish the right of withdrawal.

9.8 If a free gift is provided with a specific purchase subject to a condition, announced in advance, that it be returned in the event of withdrawal, it is returned together with the goods concerned. Failure to return the gift does not automatically entitle the seller to withhold all payments to be refunded. If the consumer was not duly informed of the right of withdrawal, the statutory extension of the period applies; this provision does not replace the obligation to provide that information.

10. Consumer withdrawal for services

10.1 For a separate service agreed at a distance or away from business premises, the withdrawal period is generally 14 days from the conclusion of the contract; in the special cases referred to in Article 9.1, it is 30 days. The right is assessed according to the actual content of the contract. For a purchase of goods with installation, the consumer’s statutory rights cannot be curtailed merely by splitting the price into several items.

10.2 Installation, inspection or another service will begin before the withdrawal period expires only at the consumer’s express request, where such a request is required by law. The consumer receives information in advance about any proportionate payment for performance already provided and about the conditions under which the right of withdrawal is lost once the service has been fully provided. For a contract concluded away from business premises, the request must be made on a durable medium. Agreement to the terms and conditions alone does not replace this special request.

10.3 If the consumer withdraws after the service has begun at their proper express request, they pay only a proportionate part of the agreed price for the performance actually provided up to the notice of withdrawal. If the agreed price is excessive, the payment is based on the usual market value. Without the required information or express request, this payment is not required. The settlement and any refund of an overpayment are made within the statutory period.

10.4 The right of withdrawal is lost upon full provision of a paid service only if the statutory conditions are met, in particular the consumer’s prior express consent and their acknowledgement that they are aware that this right is lost upon full provision. For a partially performed service, or if these conditions are not met, the right is not lost. Withdrawal may be notified by the procedure under Article 9 using Annex 1.

11. Electronic withdrawal effective from 1 January 2027

11.1 From 1 January 2027, for contracts concluded via an online interface for which the consumer has a statutory right of withdrawal, the seller provides an easily accessible electronic function “Withdraw from the contract”. The function is clearly visible and available throughout the period in which the statutory right can be exercised. The “Withdrawal from the contract” link in the footer of the online shop leads to a page where the function is available via the “Withdraw from the contract online” button; direct address: https://play4kids.cz/en/odstoupeni-od-smlouvy/formular. The consumer is informed of the existence and location of the function before the contract is concluded.

11.2 The function makes it easy to enter or confirm the consumer’s first name and surname, the details identifying the contract and the electronic contact to which the confirmation is to be sent. It is also available to a customer without a user account and does not require a new account to be created. If the consumer does not have an order number, they enter in the “Order number” field other details by which the contract can be identified (for example the order date and the product).

11.3 After filling in the details, the consumer proceeds to a summary with the “Continue to confirmation” button and sends the withdrawal with the “Withdraw from the contract” button. The seller sends, without undue delay, an electronic confirmation in text form containing the content of the notice and the date and time it was sent by the consumer. The timeliness of the withdrawal is assessed according to when the consumer sent it; it is not subject to subsequent approval by the seller.

11.4 The electronic function is an additional way of exercising the right. It remains possible to withdraw by e-mail, by post or by any other unequivocal statement. Neither an outage of the function nor a missing confirmation e-mail renders invalid a withdrawal that was otherwise demonstrably sent. The function neither extends nor narrows the statutory scope of the right; for genuinely individualised goods, Article 9.2 applies.

12. Defects of goods and consumer rights

12.1 The seller is responsible for ensuring that, on receipt, the goods correspond to the agreed description, type, quantity, quality, functionality and other agreed characteristics, to the agreed purpose, and to the agreed accessories and instructions. They must also meet the usual requirements for use, durability and safety that can reasonably be expected, including relevant public statements. A deviation from the usual requirements is effective against the consumer only if the consumer was specifically informed of the particular deviation before the contract was concluded and expressly and separately accepted it.

12.2 The consumer may exercise rights in respect of a defect that becomes apparent within two years of receipt of the goods. If a defect becomes apparent during the first year, it is presumed to have existed at the time of receipt, unless the nature of the goods or of the defect precludes this. The period does not run for the time during which the consumer cannot use the goods as a result of a justifiably notified defect. Statutory rights cannot be curtailed by instructions, a guarantee card or a requirement to inspect the goods within 24 hours.

12.3 The consumer is first entitled to have the defect remedied and may choose repair or delivery of a new item, unless the chosen method is impossible or disproportionately costly compared with the other. The seller may refuse to remedy the defect only if remedy is impossible or disproportionately costly under the statutory conditions. The remedy will be provided free of charge, within a reasonable time and without significant inconvenience to the consumer, taking into account the nature and purpose of the product.

12.4 The consumer is entitled to a reasonable price reduction or to withdraw from the contract in particular if the seller has refused to remedy the defect or has not remedied it properly, the defect recurs, the defect constitutes a material breach of contract, or it is clear that the remedy will not be provided within a reasonable time or without significant inconvenience. It is not possible to withdraw from the contract because of an insignificant defect; there is a statutory presumption that a defect is not insignificant. Special rights where the complaint-handling period is exceeded are set out in Article 14.3.

12.5 To remedy the defect, the seller takes over the goods at its own expense. If, before the defect became apparent, the goods were properly installed in accordance with their nature and purpose, the seller arranges the necessary dismantling and reinstallation of the repaired or replacement product, or bears the associated costs under the statutory conditions. For large and permanently installed items, an inspection and an on-site solution are preferably agreed. The customer is also entitled to reimbursement of costs reasonably incurred in connection with a justified complaint, in accordance with the law.

12.6 Normal wear and tear corresponding to proper use and damage demonstrably caused after receipt by the customer, an independent third party or an external event for which the seller is not responsible do not constitute a defect. The specific cause of the defect is assessed. Incorrect installation is not a ground for rejection if it was carried out by the seller or by a person for whom the seller is responsible, or if the customer carried it out incorrectly because of defective instructions.

12.7 A quality guarantee is a voluntary commitment beyond the statutory rights and arises only if it has been expressly given in an offer, advertisement, contract or guarantee statement. The document states the guarantor, the product, the duration, the scope and the procedure for making a claim. The guarantee must not restrict the consumer’s statutory rights; the seller provides the consumer with the guarantee statement on a durable medium no later than on receipt of the goods. If a harmonised notice or label is required for a specific sale, the seller provides it in the prescribed form, clearly, before the contract is concluded. These terms do not themselves promise a separate commercial guarantee for all products.

13. Defects of services and purchases outside the consumer regime

13.1 The seller is liable for defects in installation, inspection, maintenance and other work in accordance with the relevant provisions of the Civil Code. Work is defective if it does not correspond to the contract. The customer notifies defects without undue delay after discovering them and allows them to be assessed. The rules for purchase contracts apply mutatis mutandis to rights arising from defects in work to the extent provided by law. For consumers, the procedural rules for complaints in Article 14 also apply.

13.2 For work, the periods for notifying defects are assessed according to its nature. The general rules on work provide for notification without undue delay and no later than two years from handover; for hidden defects in a structure, a special statutory regime applies, generally for no more than five years from acceptance. These provisions are not a quality guarantee and do not limit any more favourable rights of the consumer or liability for defects of which the contractor knew or must have known.

13.3 For customers who are not consumers, the purchase is governed in particular by § 2099 to § 2112 of the Civil Code. The seller is liable for defects existing at the time the risk of damage passes and for defects arising later that were caused by a breach of its obligation. A legal entity does not lose these statutory rights by not being a consumer.

13.4 A customer outside the consumer regime inspects the goods, where possible, as soon as possible after receipt and notifies defects without undue delay after discovering them or after the moment when they should have discovered them with due care. For hidden defects in a purchase, the statutory long-stop period applies, generally two years from delivery of the goods, subject to the relevant statutory exceptions. No mandatory 24-hour period or automatic extinction of all rights after its expiry is agreed.

13.5 The claims of a customer outside the consumer regime depend in particular on whether the defect constitutes a material or non-material breach of contract. The specific remedy procedure is agreed in accordance with the law. The consumer 30-day period for handling a complaint and the right to withdraw without giving a reason do not automatically apply to these customers. A commercial guarantee and special service periods apply only if they have been specifically agreed or otherwise effectively provided.

13.6 These terms do not exclude or limit liability for harm to a person’s natural rights, for intent or gross negligence, or any other liability that the law does not permit to be limited. The conditions of operation and maintenance do not constitute a general exemption of the seller from liability.

14. How to make a complaint and how it is handled

14.1 A complaint may be made by e-mail to sadlik@play4kids.cz, in writing to Slovenská 910, 685 01 Bučovice, or in person at the registered office or at another establishment where it may be accepted under the law. For bulky equipment, the customer describes the installation site; the seller agrees with them on an inspection or collection. The customer may use Annex 2. They state a description of the defect, contact details, the requested method of remedy and details enabling the purchase to be proven. The original receipt, a guarantee card or the original packaging is not a condition if the purchase and the subject of the complaint can be proven otherwise.

14.2 When a consumer complaint is made, the seller issues a written confirmation stating the date on which it was made, the content of the complaint, the requested method of handling and contact details for informing the customer of the outcome. The customer provides the cooperation necessary for assessment and remedy, in particular access to the installed equipment. The cooperation requested must be reasonable; it cannot be used to postpone the start of the period until a unilateral “approval” of the complaint.

14.3 A consumer complaint, including remedy of the defect, will be handled and the consumer informed of the outcome no later than 30 days from the day it was made, unless the parties expressly agree on a longer period for the specific complaint. No such agreement is contained in advance in these terms. If the statutory or agreed period expires to no avail, the consumer may withdraw from the contract or claim a reasonable price reduction. How the period runs if genuinely necessary cooperation is not provided is assessed in accordance with the law.

14.4 After the complaint has been handled, the seller issues a written confirmation of the date and method of handling, including confirmation of the repair carried out and its duration, or a written justification for rejection. A complaint is not rejected automatically because of a missing transport record, missing maintenance records or the mere intervention of a third party, without assessing its connection with the defect. The handling of the complaint does not limit the customer’s other statutory claims.

15. Grievances, disputes and personal data

15.1 Grievances and suggestions may be sent to sadlik@play4kids.cz or to the address of the registered office. The seller will try to resolve any dispute directly with the customer. The Czech Trade Inspection Authority (ČOI) is competent for the out-of-court resolution of consumer disputes arising from these contracts; information and the application are available at https://coi.gov.cz/informace-o-adr/. The consumer may file an application no later than one year after first asserting their claim with the seller. Out-of-court resolution does not preclude the possibility of going to court.

15.2 Supervision of consumer protection is exercised, within the relevant scope, by the Czech Trade Inspection Authority, and supervision of personal data processing by the Office for Personal Data Protection (Úřad pro ochranu osobních údajů). The seller is not bound by any specific code of conduct towards consumers.

15.3 Personal data are processed for the conclusion and performance of the contract, for legal obligations and for other duly stated purposes in accordance with the GDPR and Act No. 110/2019 Sb. The separate notices Privacy policy and Cookie policy are accessible in the footer of the online shop. Conclusion of the contract is not conditional on consent to marketing or to non-essential cookies. Details of recipients, retention periods and rights are set out in those notices.

16. Effectiveness and final provisions

16.1 These terms and conditions are effective from 1 November 2026. Article 11 on electronic withdrawal applies from 1 January 2027. The version provided to the customer when the contract is concluded is decisive for that contract. Later changes to the terms do not apply retroactively to contracts already concluded without a valid agreement of the parties.

16.2 Legal relations are governed by Czech law. This does not deprive a consumer in a cross-border sale of the protection afforded by the mandatory provisions of the law that would apply in the absence of a choice of law. The jurisdiction of courts is determined in accordance with legal regulations; these terms do not impose on the consumer the exclusive jurisdiction of the court for the seller’s registered office.

16.3 If any provision is invalid or ineffective, its consequences are assessed in accordance with the law; the other parts are not affected, provided they can stand on their own. The annexes are model forms for withdrawal and for complaints. Use of the forms is voluntary and does not change the statutory conditions for exercising rights.

Annex 1 – Withdrawal form

Annex 2 – Complaint form