and a distance contract.
The seller is: VR Master s. r. o. Odbojárov 2559/7,071 01 Michalovce. ID 54154065, VAT 2121581946. E-mail: info@vrmaster.sk.
The buyer is a consumer, i.e. a natural person who, when concluding and performing a consumer contract, is not acting within the scope of his or her business activity of employment or profession. Purchases made by a business entity are governed by the Commercial Code No. 513/1991 Coll.
The supervisory authority for consumer protection is the SOI Inspectorate for the Košice Region, Vrátna 3, 040 01 Staré Mesto Košice.
Order and contract conclusion
Sending a completed order by the buyer is considered a proposal for the conclusion of a contract under the Civil Code, based on the seller’s offer in the e-shop. The conclusion of the contract occurs upon confirmation of the order by the seller.
The subject of the order is a one-time provision of a service of the buyer’s choice from the online catalogue of services.
Prices of services
All prices for services in the e-shop are final, including all taxes. The Seller is not subject to VAT.
Payment for services
The Seller accepts payment for the ordered services in the following ways:
- Payment by card using Stripe payment gateway
- Payment by bank transfer to the account of VR Master s.r.o.
As part of the e-shop order, the buyer is obliged to pay the price to the seller for the ordered services.
Delivery of services
The Seller undertakes to provide the ordered service no later than 30 days after payment for the selected service. The condition for the provision of the service is the buyer’s cooperation and his necessary availability (email, phone), communication. As a condition of the service, the buyer must provide information to access the website and web hosting.
Complaints Procedure
The Seller shall be liable for defects in the service supplied by the Buyer. The warranty period for services is 3 months.
The warranty certificate is issued at the request of the buyer. The proof of purchase is sufficient to make a claim.
If the service has a defect that can be rectified, the buyer has the right to have it rectified free of charge, in a timely and proper manner. The seller is obliged to remove the defect without undue delay.
However, the buyer should not continue to use the service on which the defect has been detected. In the case of defects that occur after the purchase, they must be pointed out without undue delay after the defect has been discovered, at the latest before the expiry of the warranty period. After the expiry of the warranty period, the right to make a claim shall be extinguished.
The Buyer may, instead of removing the defect, require replacement of the service or, if the defect relates only to a part of the service, replacement of the part, provided that the Seller does not incur disproportionate costs in relation to the price of the service or the seriousness of the defect. The seller may always replace the service with a faultless one instead of removing the defect if this does not cause serious inconvenience to the buyer. If there is a defect which cannot be remedied and which prevents the service from being properly used as a service without defect, the buyer has the right to have the service replaced or to withdraw from the contract. The same rights shall apply to the buyer if the defects are remediable, but if the buyer cannot properly use the service because of the recurrence of the defect after repair or because of a greater number of defects. In the case of other irremediable defects, the buyer is entitled to a reasonable discount on the price of the service.
Liability rights are exercised with the seller, at the registered office or by e-mail.
If a replacement occurs, the warranty period will start again from the receipt of the new service. The same applies if a part that has been warranted is replaced.
The settlement of a complaint means the termination of the complaint procedure by handing over the repaired service, replacement of the service, refund of the purchase price of the service, payment of a reasonable discount on the price of the service, a written invitation to take over the performance or a reasoned rejection of the complaint.
When a complaint is made, the Seller shall determine the method of handling the complaint immediately or, in complex cases, no later than 3 working days from the date of the complaint, in justified cases, in particular if a complex technical assessment of the condition of the service is required, no later than 30 days from the date of the complaint. Once the method of handling the complaint has been determined, the complaint shall be handled immediately; in justified cases, the complaint may also be handled later; however, the handling of the complaint shall not take longer than 30 days from the date of the complaint. After the expiry of the period for processing the complaint, the buyer has the right to withdraw from the contract or to have the service replaced by a new one.
If the Buyer has made a claim within the first 12 months of purchase, the Seller may only reject the claim on the basis of a professional assessment; irrespective of the outcome of the professional assessment, the Seller shall not require the Buyer to pay the costs of the professional assessment or any other costs associated with the professional assessment. The Seller shall provide the Buyer with a copy of the professional assessment justifying the rejection of the complaint within 14 days of the date of the complaint. If the Buyer has made a claim for the product after 12 months from the purchase and the Seller has rejected it, the Seller shall indicate in the document on the handling of the claim to whom the Buyer may send the service for expert assessment. If the service is sent to a designated person for expert assessment, the costs of the expert assessment, as well as any other costs reasonably incurred in connection therewith, shall be borne by the Seller regardless of the outcome of the expert assessment. If the buyer proves the seller’s liability for the defect by the expert assessment, the buyer may reassert the claim; the warranty period shall not expire while the expert assessment is being carried out. The Seller is obliged to reimburse the Buyer within 14 days from the date of reasserting the claim for all costs incurred for the expert assessment as well as all related costs reasonably incurred. The reasserted claim cannot be rejected.
The Seller is obliged to issue a confirmation to the Buyer when making a claim. If the claim is made by e-mail, the Seller is obliged to deliver the confirmation of the claim to the Buyer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but at the latest together with the proof of the claim; the confirmation of the claim does not have to be delivered if the Buyer has the opportunity to prove the claim in another way.
Withdrawal from the contract
The buyer is entitled to withdraw from the contract without giving any reason within 14 days from the date of conclusion of the service contract. This right may only be exercised by the consumer.
The buyer cannot withdraw from a contract, the subject of which is
- the provision of the service, if the provision of the service has been started with the express consent of the consumer and the consumer has declared that he has been duly informed that by expressing such consent he loses the right to withdraw from the contract once the service has been fully provided, and if the service has been fully provided,
- the performance of urgent repairs or maintenance expressly requested by the consumer from the seller; this does not apply to service contracts and contracts for the sale of goods other than spare parts necessary for the performance of repairs or maintenance, if they were concluded during the seller’s visit to the consumer and the consumer did not order the services or goods in advance.
The Buyer may exercise the right of withdrawal in writing or on another durable medium (e.g. by e-mail), or by sending a completed form, which is available at https://www.vrmaster.sk/wp-content/uploads/2025/03/Formular-na-odstupenie-od-zmluvy-vrmaster.pdf
The right of withdrawal can also be exercised by sending a notice of withdrawal on the last day of the 14-day period.
Upon receipt of the notice of withdrawal, the Seller shall return to the Buyer within 14 days at the latest all payments received from the Buyer under or in connection with the Contract, including transport, delivery and postage costs and other costs and charges. The Seller shall refund the payment in the same manner as the Buyer used for its payment. The Buyer may also agree with the Seller another method of refund.
If the Buyer withdraws from the Contract and has given express consent to commence the provision of the service before the expiry of the withdrawal period, the Buyer shall only be obliged to pay the Seller the price for the actual performance up to the date of receipt of the notice of withdrawal from the Contract.
The buyer is not obliged to pay for the services provided during the withdrawal period, regardless of the extent of the performance provided, unless the buyer has given the seller express consent to commence the provision of the service before the expiry of the withdrawal period.
Money-back guarantee beyond the law
The Seller provides the Buyer with a money-back guarantee even if the Buyer would otherwise not be able to exercise his statutory right to withdraw from the contract without giving any reason after the service has been fully rendered. The essence of the guarantee is that if the Seller’s provision of the service does not resolve the technical problem on the Buyer’s side, the Seller will refund the Buyer the full purchase amount, no later than 3 days from the date on which the service was fully provided. The buyer’s statutory right to withdraw from the contract without giving any reason is not affected by this superior guarantee.
Alternative dispute resolution
The buyer – the consumer – has the right to contact the seller with a request for redress (e.g. by e-mail) if he is not satisfied with the way the seller has handled his complaint or if he believes that the seller has violated his consumer rights. If the seller responds to this request in a negative manner or fails to respond within 30 days of sending it, the consumer has the right to submit a proposal for the initiation of an alternative dispute resolution to an alternative dispute resolution entity (hereinafter ADR entity) pursuant to Act 391/2015 Coll. ADR entities are authorities and authorised legal persons pursuant to §3 of Act 391/2015 Coll. The list of ADR entities can be found on the website of the Ministry of Economy of the Slovak Republic www.mhsr.sk. The consumer may submit a proposal in the manner specified under §12 of Act 391/2015 Coll.
Consumers can also lodge a complaint via the RSO’s alternative dispute resolution platform, which is available online at http://ec.europa.eu/consumers/odr/index_en.htm.
Alternative dispute resolution can only be used by a consumer – a natural person who is not acting within the scope of his/her business, employment or profession when concluding and performing a consumer contract. Alternative dispute resolution applies only to a dispute between a consumer and a seller arising out of or relating to a consumer contract. Alternative dispute resolution shall apply only to distance contracts. Alternative dispute resolution does not apply to disputes where the value of the dispute does not exceed EUR 20. The ADR entity may require the consumer to pay a fee for the initiation of ADR up to a maximum of EUR 5 including VAT.
Privacy Policy
The purpose of the processing of personal data is to use them for the performance of the consumer contract, which the seller concludes with the buyer by creating an order in this online store. This consumer contract is also the legal basis for the processing of the buyer’s personal data. The provision of the Buyer’s personal data is a contractual requirement that is necessary for the conclusion of the contract. The provision of personal data is a condition for making a purchase in the seller’s e-shop. If the Buyer does not provide all the required personal data to the Seller, this may result in the purchase contract not being concluded.
When processing personal data, the Seller proceeds in accordance with Act No. 18/2018 on the Protection of Personal Data and processes only personal data necessary for the conclusion of a consumer contract.
The Seller processes the Buyer’s normal personal data.
Buyer’s personal data is stored in the Seller’s information system for a period of 10 years.
The buyer has the right and opportunity to update personal data online on the web site of the online store, in the customer section, after logging in, or in another form (by e-mail, in writing).
Personal data may be disclosed to third parties for the purpose of fulfilling the consumer contract – delivery companies (couriers) and the company that processes bills.
The personal data of the buyer is not disclosed.
The Seller may process personal data for marketing purposes (e.g. for sending newsletters or emails about news, discounts, promotions, etc.) without the Buyer’s prior consent. For this purpose, the Seller processes the necessary data, which are the name, surname and e-mail address of the Buyer. If the Buyer does not consent to the processing of data for marketing purposes, the Buyer may express his/her disagreement at any time, for example, by sending a message to the Seller’s e-mail address with a request to unsubscribe from the newsletter or by clicking on the link provided in the e-mail message. Personal data used for marketing purposes will not be disclosed to third parties, nor will they be made public.
The Buyer has the right to obtain confirmation from the Seller as to what personal data of the Buyer is processed in the Seller’s e-shop. The Buyer has the right to obtain access to such data as well as information on the purpose for which the data is processed, what categories of data are processed, to whom the personal data is provided, how long the personal data is stored, whether there is automated individual decision-making, including profiling.
The first provision of the above personal data to the buyer is free of charge. Repeated provision of personal data requested by the buyer will be charged as an administrative fee of 5€.
The Buyer may request the Seller to correct or complete incomplete personal data concerning the Buyer. The Buyer may request the erasure of his personal data or the restriction of the processing of such data. The Buyer may also object to the processing of personal data.
The processing of the buyer’s personal data is also necessary for archiving purposes (for the fulfilment of the seller’s obligations under Slovak law, such as the retention of accounting documents for 10 years). If the buyer requests the deletion of personal data processed in connection with the purchase contract, his request may be refused.
The Buyer shall have the right to have the Seller restrict the processing of the Buyer’s personal data if the Buyer objects to the accuracy of the personal data for a period of time allowing the Seller to verify the accuracy of the personal data.
The Buyer has the right to obtain the personal data concerning him/her which he/she has provided to the Seller in a structured, commonly used and machine-readable format. The Buyer shall have the right to transfer this personal data to another controller if technically feasible.
The buyer has the right to object if their personal data is processed for direct marketing purposes. He may also object if his personal data is processed for the purposes of the legitimate interest of the Seller.
If the purchaser suspects that his/her personal data is being processed unlawfully, he/she may file a petition with the Office for Personal Data Protection to initiate a personal data protection procedure.
The above privacy information also applies to pre-contractual relationships (i.e. registering in the e-shop for the purpose of a future purchase or, for example, requesting an enquiry, a quotation or information about the seller’s goods and services).
In order to ensure the proper functioning of the online shop, the Seller may store small data files – cookies – on the Buyer’s device, thanks to which the online shop can store data about the activity and settings (e.g. login name, language, font size, etc.) for a certain period of time. The Seller’s online shop uses cookies to remember the Buyer’s user settings and for the necessary functionality of the online shop, possibly for marketing purposes. The Buyer can delete all cookies stored on his/her device and, if necessary, set the internet browser on his/her device to prevent their storage. In this case, the Buyer may have to manually adjust some settings when revisiting the online shop and some services or functions of the online shop may not be functional.