General Terms and Conditions

Website: www.spraga.cz

Dear customers,

We are pleased that you are interested in our goods and services. This document, which you are currently reading, represents our general terms and conditions (“Terms”). It is a legal document that describes everything related to shopping for goods or using the services we offer on our e-shop accessible via www.spraga.cz (“Spraga e-shop”).

The Terms are intended for the purchase of goods for personal consumption. Purchasing goods for resale is not permitted on the Spraga e-shop. The typical customer of the Spraga e-shop is an individual purchasing goods for their own use or for the needs of close persons.

These terms are effective from September 20, 2024.

Chapter 1: Customer Account

1. Creating a Customer Account

   • To use certain features of the Spraga e-shop, you may create a customer account. This account will make future purchases easier and give you access to additional benefits.
   • To create an account, you will need to provide personal information, such as your name, surname, email address, and set a password. Your data will be handled in accordance with our privacy policy.

2. Cancelling a Customer Account

   • If you wish to cancel your customer account, you can contact us at info@spraga.cz.

Chapter 2: Terms of Use of the Spraga e-shop

• You can use the Spraga e-shop to place orders for goods. Using the e-shop requires legal capacity and acceptance of these Terms.

Chapter 3: Orders

1. Placing an Order

   • Orders can be placed directly through our e-shop. Select the desired products and complete your purchase. Once completed, a confirmation will be sent to the email you provided.

2. Changes to Orders

   • You can change your order by contacting our customer service before the order has been shipped.

Chapter 4: Payment

• You can make payments for orders online via credit card, bank transfer, or via PayPal.

Chapter 5: Withdrawal from the Contract

• As a customer, you have the right to withdraw from the contract within 14 days of receiving the goods without giving any reason. The goods must be returned to us in undamaged condition and in the original packaging.

Chapter 6: Data Protection

• Spraga Beverages s.r.o. processes personal data in accordance with GDPR. For more information, please refer to our Privacy Policy available on our website.

Final Provisions

• These terms may be updated from time to time. We will notify you of any changes through our website.
• If you have any questions, please contact us at info@spraga.cz.

COMPLAINT PROCEDURE

Dear customers,

We are pleased that you are interested in our goods or services. The document you are currently reading is our complaint procedure (“Complaint Procedure”). This legal document describes the rules for exercising rights arising from defective performance (complaints) in connection with the purchase of goods or use of services offered on the e-shop accessible via www.spraga.cz (“Spraga e-shop”).

This Complaint Procedure applies to you if you are:

• (i) an individual (consumer) purchasing goods for your own needs or for the needs of your close ones, or
• (ii) a legal entity (business), most commonly purchasing for the purpose of office supplies (such as beverages or office and cleaning supplies).

Please note that the purchase of goods for the purpose of resale or further business activities is not allowed on the Spraga e-shop. Whether you are an individual or a legal entity, we will refer to you as “customer” or “you” in this document unless otherwise indicated by the context.

The rights and obligations not covered by this Complaint Procedure are governed by the applicable laws of the Czech Republic.

The Spraga e-shop is operated by Spraga Beverages s.r.o., VAT: CZ19878702, with its registered office at Opletalova 1535/4, Nové Město (Praha 1), 110 00 Praha.

This Complaint Procedure is effective from September 20, 2024.

If you do not find an answer to your question in the Complaint Procedure, please contact us at info@spraga.cz.

1. RIGHTS ARISING FROM DEFECTIVE PERFORMANCE

• You have the right to claim defects that appear on the goods within 24 months of receiving them unless otherwise stated in this Complaint Procedure. This does not apply to:
  • (a) fresh items intended for consumption within 24 hours, which must be claimed within 24 hours of receiving them;
  • (b) goods with a designated period of usability or minimum shelf life (usually indicated on the packaging or in the instructions);
  • (c) goods sold by weight, where the actual weight differs by no more than 30% from the weight specified in the order;
  • (d) defects on goods that were discounted due to the same defect;
  • (e) defects caused by excessive use or use in conditions unsuitable for such goods;
  • (f) defects caused by improper use, storage, or maintenance in contradiction to our instructions or the manufacturer's instructions;
  • (g) defects caused by external factors beyond our control.

If you were not informed about specific features of the goods before concluding the purchase contract, we guarantee that the goods:

• (a) are suitable for the purpose for which such goods are typically used;
• (b) are delivered with the necessary accessories, installation instructions, and use instructions;
• (c) conform to the quality or model sample that we provided before the purchase.

If a defect appears within the first year after receipt, it is assumed that the defect existed at the time of delivery, unless this is incompatible with the nature of the goods. You cannot claim defects if they were caused by your own actions or if they result from normal wear and tear.

2. HOW TO MAKE A COMPLAINT

• You can make a complaint in the following ways:
  • (a) via the Spraga e-shop (“Online Complaint”);
  • (b) by contacting our customer service at info@spraga.cz or at our registered office.

Online Complaint

• Online complaints must be submitted within 72 hours of receiving the goods. This does not apply to fresh items, which must be claimed within 24 hours, or goods with a short shelf life, which must be claimed before the expiration date.

Standard Complaint

• For a standard complaint, you have the right to request a repair or replacement of the goods. If this is not possible, you may request a reasonable discount or withdraw from the contract.

3. COMPLAINT PROCESS

• We recommend checking the goods immediately after receipt and reporting any defects without delay. Complaints must be resolved no later than 30 days from the date they are submitted.

4. FINAL PROVISIONS

• This Complaint Procedure may be amended unilaterally. However, changes will not affect purchase contracts concluded before the change.

Privacy Policy – Customers

Spraga Beverages s.r.o., with its registered office at Opletalova 1535/4, Nové Město (Praha 1), 110 00 Praha, VAT: CZ19878702 (“Spraga” or “We”), as the data controller, informs you, our customers who purchase goods or use services available through our e-shop accessible at www.spraga.cz, about the processing of personal data and the principles of protecting your privacy as outlined below.

Overview of Chapters

To help you navigate through our Privacy Policy, below is a chapter overview and the key information they contain:

1. Scope of Personal Data Processing, Purpose, and Legal Basis

   • Information regarding the processing of personal data for the following purposes:
     • Responding to inquiries, requests, suggestions, or cancellation of customer accounts.
     • Processing orders.
     • Creating customer accounts.
     • Sending marketing communications.
     • Customer satisfaction surveys.
     • Recording phone calls.
     • Marketing analysis and statistics.
     • Adapting the content of our e-shop.

2. Access to Your Personal Data

   • Information about who has access to your personal data:
     • Employees and partners authorized to handle customer data.
     • Third-party service providers (e.g., payment processors, logistics companies).

3. Retention Period of Personal Data

   • Information about how long we retain personal data:
     • For contract fulfillment and legal obligations.
     • Based on legitimate interest.
     • Linked to customer accounts.

4. Cookies and Social Media

   • Information about cookies and social media integration:
     • Third-party tools.
     • Cookie settings.
     • Social media buttons.

5. Marketing Consent

   • Information on how we handle marketing consent:
     • How personal data is used with marketing consent.
     • How consent is obtained and can be changed.
     • Our marketing partners.

6. Your Rights Under Data Processing

   • Information about your rights related to personal data processing:
     • Right of access.
     • Right to correction.
     • Right to erasure.
     • Right to restrict processing.
     • Right to object.
     • Right to lodge a complaint with a supervisory authority.

Detailed Information

1. Scope of Personal Data Processing, Purpose, and Legal Basis

   • Responding to Inquiries and Requests

     • When you contact us with a request, question, or suggestion, we may ask you to provide certain information about yourself or your company. This may include:
       • Name and surname.
       • Address.
       • Company name and VAT number.
       • Email address.
     • We use this data to respond to your requests and provide the information you asked for. The legal basis for this processing is usually our legitimate interest in addressing your request.

   • Processing Orders

     • When you purchase goods from our e-shop, we require your personal data to fulfill the order and contract. This includes:
       • Name and surname.
       • Delivery address.
       • Email address.
       • Information about the ordered goods and payment details.
     • Failure to provide this information may result in the inability to process your order. The legal basis is contract fulfillment and legal obligations.

   • Creating Customer Accounts

     • If you create a customer account on our e-shop, we process personal data you provide, including purchase history, to manage your account and improve your shopping experience. The legal basis for this processing is the fulfillment of our contract with you.

   • Sending Marketing Communications

     • As a customer, we may send you marketing communications about our goods or services unless you opt out. The legal basis is our legitimate interest in promoting our business. You can opt out of marketing communications at any time.

2. Access to Your Personal Data

   • We share your personal data only with authorized employees and third-party service providers, such as:
     • External accounting firms.
     • Logistics and delivery services.
     • IT service providers.

3. Retention Period of Personal Data

   • We retain your personal data for as long as necessary to provide our services, fulfill contracts, or comply with legal obligations. After contract fulfillment, we may retain your data for legitimate interests, such as legal claims, for up to 4 years.

4. Cookies and Social Media

   • Our e-shop uses cookies to enhance user experience, process orders, and personalize content. You can adjust your cookie settings through your browser. We also integrate social media buttons, which activate only if you click on them.

5. Marketing Consent

   • If you provide marketing consent, we may use your personal data to offer personalized product recommendations and targeted advertisements. You can manage or withdraw your consent at any time through your customer account settings.

6. Your Rights Under Data Processing

   • You have the following rights regarding your personal data:
     • Right to Access: Request confirmation of data processing and obtain a copy of your data.
     • Right to Correction: Request correction of inaccurate data.
     • Right to Erasure: Request deletion of your data if it's no longer needed for the purposes collected.
     • Right to Restrict Processing: Request limited use of your data under certain conditions.
     • Right to Object: Object to data processing for direct marketing or legitimate interests.
     • To exercise any of these rights, please contact us at info@spraga.cz.

Final Provisions

• This Privacy Policy is effective from September 20, 2024. Any updates will be posted on this page.