General Terms and Conditions

(including the Complaints Procedure)

These General Terms and Conditions govern the rights and obligations of the company SPOKOJNE s. r. o., with its registered office at Košariská 98, 900 42 Dunajská Lužná, Company ID: 47964448, Tax ID: 2024160688, VAT ID: Not VAT registered, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No.: 101341/B (hereinafter referred to as “SPOKOJNE”), and its customers arising from the contractual relationship established on the basis of a concluded purchase agreement.

I. Basic Definitions

For the purposes of these GTC, the E-shop means the website www.kindlytrue.com and all its subpages that enable the online sale of products and services. The terms “e-shop” and “website” are interchangeable for the purposes of these GTC.
The Seller/Provider is the company SPOKOJNE s. r. o., which operates the e-shop whose subject matter is the sale of goods and services via the internet, located on the website www.kindlytrue.com and its subpages, in particular (but not exclusively):
1. printed books,
1. electronic books (e-books),
1. video courses, online webinars, online workshops, podcasts, MP3 recordings, and other electronically provided or electronically ordered products and services,
1. courses and seminars organized in person for groups of participants,
1. individual personal development sessions, coaching, and consultancy.
The Buyer/Customer is a customer who enters into a contractual relationship with the seller based on a purchase agreement.
Digital products/services mean all products and services not delivered on a tangible medium but delivered electronically, such as e-books, video courses, webinars, podcasts, MP3 recordings, and similar products and services distributed and made available electronically, in particular (but not exclusively) via access to the provider’s website or third-party websites, delivery by email, enabling download, or access to digital services, regardless of whether they are purchased as a one-time lifetime license or as a subscription with a time-limited license. Unless stated otherwise, digital products and services are provided under a non-exclusive, non-transferable, territorially unlimited license, either time-limited or unlimited depending on the specific product or service.
A License Agreement means the license agreement and conditions of use of digital products purchased in the e-shop, forming an integral part of the contract for the provision of electronic content not delivered on a tangible medium.
The Place of Delivery for physical products and services means the registered office (or residence in the case of a natural person) or place of business of the customer stated in the order, or another place specified by the customer as the delivery address.
The Place of Delivery for digital products and services means the place arising from the nature of the digital product, as stated in the product description or order confirmation, such as the seller’s or third-party websites, the buyer’s email address, technical platforms enabling download, online communication tools (Skype, Zoom, Webex, etc.), or any other electronic form of access provided by the seller.
The Complaints Procedure means selected provisions of these GTC, in particular Article IX (Warranty, Warranty Period, Complaints and Withdrawal from the Contract) and Article XI (Specifics of Digital Products).

II. Customer Registration

A buyer may register in the e-shop (create an account with password access) if they are over 16 years of age. Registration provides:
1. access to discounts on products and services,
1. participation in competitions organized by the seller,
1. regular information about news and promotions.
Any natural person with legal capacity or legal entity interested in purchasing goods on www.kindlytrue.com may become a customer.
Under certain circumstances, the customer under these general terms and conditions also means a third party whom the customer designates in a binding order as the person to whom the ordered goods are to be delivered (hereinafter referred to as the “authorized person”). The name of the authorized person in a binding order is considered to be his authorization to take over the ordered goods.

III. Orders and Purchase Agreement

An Orderer/Buyer is any natural or legal person who completes a purchase in the e-shop (sends an electronic form with an order for products or services, both digital and physical) or submits an order by email to orders@kindlytrue.com containing all required details.
When ordering via the electronic order form (shopping cart), the buyer adds items by clicking “Add to cart” and may either complete the purchase or continue shopping.
When ordering as a natural person (non-business), the buyer provides their name, surname, full delivery address (for physical goods), phone number, and email address, and consents to personal data processing for order fulfilment and delivery.
When ordering as a legal entity (for a company or trade), the buyer must state in the order the business name, IČO, DIČ / IČ DPH, registered office address (invoicing address), delivery address (if different from the billing address), name and telephone number of the contact person for delivery of the goods. The order must also contain: the exact name of the goods, the number of pieces of each item of goods, the method of payment for the goods, the method of transport and receipt of the goods.
The Seller accepts the order for goods and concludes the purchase contract without undue delay by sending a confirmation of receipt of the order by the Seller, which is sent by e-mail to the Buyer’s e-mail address. Such confirmation contains the order number, name and specification of the goods, information on the price of the goods and delivery costs (postage), payment method, information on the expected delivery time of the goods, information on the place and method where and how the goods are to be delivered, information on the Seller, and possibly other information.
By sending a confirmation email about the receipt of the buyer’s order, a purchase contract or a contract for the provision of electronic content not delivered on a tangible medium is concluded, if the subject of the order is digital products or services.
Additional order-related information may be sent to the buyer’s email address if necessary.

IV. Prices and Discounts

The seller is not VAT registered.
All prices of goods and services listed are final.
However, the published prices do not include the costs of delivering goods, travel costs in the case of providing services outside the operator’s headquarters, or any other fees, such as cancellation fees or fees for redelivery of an order that has not been accepted.
All listed discounts on goods and services are final. Any additional discounts that are provided beyond the discounts listed for individual products and services of the e-shop, individual discounts for the customer, or discounts provided based on the cooperation of our e-shop with third parties are not combinable with each other, unless otherwise stated.
Discounted (promotional) prices for goods and services are clearly marked in the e-shop with symbols (such as “promotion” or “sale”). Discounted prices are valid until stocks run out, or for the duration of the period specified for the discounted price.
The Seller reserves the right to change prices and discounts.

V. Place and Method of Delivery

The obligation to deliver the goods is fulfilled by handing over the physical goods to the customer or the authorized person specified in the order at the designated place of delivery, or by making the digital product available to the customer or the authorized person specified in the order in the manner specified by the seller for the respective digital product. In the case of a digital product, its availability to the buyer is considered as acceptance by the buyer.
Physical goods will be delivered by the seller using third-party services (post office, contracted carrier, courier service), or the seller will deliver the goods by its own means, or based on an agreement with the customer, the goods will be prepared at the operator’s premises for personal collection by the customer.
The customer is obliged to take over the goods in person at the agreed place and time, or to arrange for their collection. The customer shall confirm the receipt of the physical goods in writing in the delivery note or other document submitted to him for signature by the contracted carrier.
The customer will receive an accounting document (invoice) in electronic form (by email). The invoice also serves as a warranty certificate.
When accepting physical goods, the customer is entitled to check the shipment to see if the packaging of the shipment has been damaged (mechanical damage caused by transport) and whether the goods are without defects. In the event of visible damage to the shipment or the goods, the customer is entitled not to accept the shipment. By signing upon acceptance of the physical goods, the buyer confirms that the goods have been delivered to him in intact packaging. When making a digital product available, the customer is entitled to check whether the digital product is provided to him in the agreed scope, quality and form. In the event of obvious differences from the order, the customer is entitled to object to the delivery of the digital product by email to the seller’s address.
The obligation to deliver the goods is also considered fulfilled if the customer does not take over the physical goods at the agreed time and place, or refuses to take over the goods. If the customer does not take over the physical goods and the goods are returned to the seller, the seller has the right to withdraw from the purchase contract and demand compensation from the customer for all costs associated with the delivery and return of the goods. Redelivery of the shipment is subsequently possible only after mutual agreement and payment of all costs of the seller in advance. In the case of digital products, the obligation to deliver the goods is considered fulfilled by making the digital product available to the customer or by sending the digital product to the customer’s email address, regardless of whether the customer accesses the digital product.
The ownership of the physical goods is transferred to the buyer upon delivery of the goods subject to the suspensive condition of payment of the purchase price specified in the order in full. Until the transfer of ownership rights from the seller to the buyer, the buyer has all the obligations of a custodian of things and is obliged to store the goods safely at his own expense in order to prevent the risk of accidental destruction and accidental deterioration. He is also obliged to clearly mark such goods so that they are identifiable as the seller’s goods under all circumstances. The buyer’s rights in relation to digital products are governed by the license agreement, which is an integral part of the contract for the provision of electronic content not supplied on a tangible medium.

VI. Delivery Times and Conditions

The delivery time is specified for each e-shop item separately and means how many working days from order confirmation the seller usually ships the physical goods (hands over the package to the carrier/delivery person) or makes the digital product available.
The delivery time is indicative and the seller bases its determination on the current availability of physical goods in its warehouse or the difficulty of making digital products available. In the case of products that are not yet available (pre-sales), all stated dates are indicative only and non-binding.
The delivery time for physical goods usually ranges from 2 to 7 calendar days. For digital products, it ranges from 1 to 2 business days.
In the event that the seller is unable to meet the delivery deadline stated on the e-shop website, he will inform the buyer of this fact by email in order to agree on an alternative delivery date. If the buyer agrees to the extension of the delivery date, the order will be delivered on this new agreed date.
The Seller is obliged to fulfil the Buyer’s order no later than 30 days from receipt of the order, but will make every effort to fulfil it in the shortest possible time.
If the seller is unable to fulfil the order according to points 4 or 5, the buyer has the right to withdraw from the contract and, in the event of payment of the purchase price or part thereof, the funds will be returned to the bank account designated by him within 14 days.

VII. Payment Methods and Fees

Considering the nature of the products and services provided, the e-shop allows the following payment methods:
1. advance online payment (card, online banking, PayPal, Stripe, etc.),
1. advance bank transfer,
1. cash upon personal pickup.
In the case of an order with a total value of less than 19€, the seller is also entitled to charge a handling fee for processing the order in the amount of 3€.

VIII. Delivery Method and Costs

The buyer chooses the delivery method for physical goods when placing an order and can choose from the following:
1. Slovak Post
1. Courier
1. Personal Collection at the seller’s headquarters (by mutual agreement)
The shipping price depends on the selected delivery method, delivery date, dimensions and weight of the order and the total value of the order.
If the order price is less than 49€, the seller is entitled to charge the shipping cost as follows:
1. Slovak Post, normal shipment –1€
1. Slovak Post, 1st class – 2€
1. Contractual carrier – courier – delivery the next working day after dispatch – 2€
1. 4. Contractual carrier – courier – delivery by 9:30 the next working day or over the weekend – 4€
When ordering digital products or orders with a total value of over 100€, the seller does not charge shipping costs.
The Seller does not charge packaging or other handling fees in connection with the first delivery of ordered goods.
In the event of repeated delivery due to the buyer’s error (incorrect address, failure to accept the shipment, etc.), the seller is entitled to charge a handling fee of 5€.
If the goods are delivered by a contracted carrier, the buyer grants the seller the right to provide the contracted carrier with the necessary personal data for the purpose of delivering the goods (name / business name, address, telephone number).

IX. Warranty, Warranty Period, Complaints, and Withdrawal from Contract

Statutory warranty applies to all sold goods.
If the buyer is a consumer (a natural person who is not acting within the scope of his business activity, employment or profession), a guarantee is provided for a period of 24 months, unless otherwise stated for the goods, and in the event of a complaint, the procedure is carried out in accordance with the Consumer Protection Act and the Civil Code and the Complaints Procedure. If the buyer ordered a used item and was informed about it, the guarantee period is 12 months.
If the buyer is not a consumer, the warranty period is 12 months and in the event of a complaint, the procedure is in accordance with the provisions of the Commercial Code of the Complaints Procedure.
The warranty period begins on the day of receipt of the goods from the shipping company or directly from the seller if the buyer collects the goods in person, on the day of receipt. In the case of digital products, the warranty period begins on the day the digital product is made available to the buyer.
Complaints apply only to goods purchased from the seller.
Complaints must be submitted without delay after defect discovery.
Liability for defects does not apply to defects caused by the following use:
1. the defect occurred due to mechanical damage to the goods caused by the buyer,
1. improper handling of the goods, in a manner other than that specified in the instructions for use, or as is obvious from the nature of the goods
1. use of the goods in conditions that do not correspond in terms of humidity, chemical and mechanical influences to the natural environment of the product according to the instructions, or are obvious from the nature of the goods,
1. neglect of care and maintenance of the goods,
1. damage to the goods due to excessive loading,
1. use of the goods in violation of the conditions specified in the documentation, general principles, technical standards or safety regulations or other violation of the warranty conditions.
Defects that arise from a natural disaster are also exempt from liability for defects.
Liability for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. As is evident from the nature of the thing, the period of its minimum durability or the period of consumption, which may be limited to a shorter period, cannot be considered a defect. The period of minimum durability, shelf life, consumption period or similar period is stated on the goods if the goods are subject to such marking.
The complained-about goods (physical items) must be sent to the seller’s registered office, but not as cash on delivery, or delivered in person to the seller’s registered office by mutual agreement. The goods must be properly packaged to prevent damage during transport, and we recommend sending them by registered mail or as an insured shipment. A copy of the proof of purchase (invoice) and a description of the defect must be enclosed with the goods. Complaints regarding physical goods may be handled exclusively in writing (by post) or in person (not by email). In the case of a complaint regarding a digital product, the complaint may be handled by email (orders@kindlytrue.com), and the buyer is obliged, in addition to a copy of the proof of purchase and a description of the defect, to provide the seller with information about the method by which the digital product was made available to them.
The seller shall confirm receipt of the complaint and issue the buyer with a confirmation of the claim for the goods in a suitable form. The date of the claim is considered to be the day of its delivery to the seller, but no later than the moment when the seller prevents the buyer from taking over the subject of the complaint. If it is not possible to deliver the confirmation of the claim immediately, it must be delivered without undue delay, but no later than together with the document confirming the settlement of the complaint. The confirmation of the settlement of the complaint will be sent in writing.
The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of filing the complaint. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of filing the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately, in justified cases the complaint may be handled later. However, the handling of the complaint may not be longer than 30 days from the date of filing the complaint. After the 30-day period for handling the complaint has expired, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for a new one.
Buyer’s rights when making a complaint:
1. if it is a defect that can be removed, the buyer has the right to have it removed free of charge, in a timely manner and properly, and this defect must be removed without undue delay,
1. instead of removing the defect, the buyer may request the replacement of the item (in the case of a physical product), or if the defect concerns only a part of the item, the replacement of the part if this does not cause the seller unreasonable costs in relation to the price of the goods or the severity of the defect,
1. instead of removing the defect, the seller may replace the defective item with a flawless item, if this does not cause the buyer serious difficulties,
1. if it is a defect that cannot be removed and prevents the proper use of the item, the buyer has the right to replace the item or withdraw from the contract. The buyer has the same right in the case where the defects are removable, but the buyer cannot use the item properly due to the reoccurrence of the defect after repair, or due to a larger number of defects,
1. if other irremovable defects are involved, the buyer has the right to a reasonable discount on the price of the item, exchange the item for a new one, or withdraw from the purchase contract.
A complaint is considered resolved if the complaint procedure is terminated by handing over the complained goods, replacing them or repairing them, providing an appropriate discount, refunding the purchase price of the goods, a written request to accept the performance, or a reasoned rejection of the complaint, with the buyer confirming personal acceptance or the confirmation of the transport company is also a document in the event that the buyer does not personally accept the complaint.
The consumer is informed of the outcome of the complaint procedure within the statutory period.
These complaint conditions are an integral part of the general terms and conditions, and the seller reserves the right to change them at any time without prior notice to the buyer.
The buyer as a private person (non-entrepreneur), in the case of an order for physical goods, has the right to withdraw from the contract within 14 calendar days (according to Act 102/2014 Coll. On Consumer Protection) from the receipt of the goods, in accordance with the law. In such a case, the buyer contacts the seller and sends him a written statement (not in electronic form) of withdrawal from the contract with a copy of the order and tax document, as well as the account number or exact address for financial settlement, no later than the last day of this period (the postmark is decisive).
The buyer shall send the purchased physical goods (including documentation, accessories, etc.) together with the declaration of withdrawal from the contract to the seller’s address, but not as cash on delivery.
The Seller is obliged to refund the Buyer the price paid for the relevant goods within 14 calendar days from the date of receipt of the returned (undamaged) goods in the same way as was used to pay for the goods, unless the Buyer requests otherwise.
The buyer may not withdraw from a purchase contract whose subject is the provision of a service if the service began to be performed with the buyer’s consent before the expiration of the withdrawal period from the purchase contract. He may also not withdraw from the sale of goods made according to the buyer’s special requirements, goods intended specifically for one buyer, or goods that cannot be returned due to their properties (e.g. for hygiene reasons) or goods that are subject to rapid deterioration.
The buyer cannot withdraw from the contract for the provision of electronic content not delivered on a tangible medium (in the case of the purchase of a digital product) since, given the nature of digital products, it is not possible to satisfactorily return them after their delivery in a way that would prove that the buyer did not copy their content and will not use them in the future.

X. Order Cancellation

If the buyer wishes to cancel their order that has not yet been processed, they can do so by email at orders@kindlytrue.com or by phone at +421 905 246 539, stating the order number and subject, no later than the next business day after receiving the order confirmation from the seller.
If the order has already been paid for by the buyer, and it is not a digital product, the money will be returned to the buyer no later than 14 days to the account from which the payment was made, unless the buyer and the seller agree otherwise. In the case of payment by card (VISA, MasterCard), this period may be extended, given the bank’s procedure for returning money from card payments.
The Seller reserves the right to cancel the Buyer’s order for goods that it is unable to deliver due to force majeure, unavailability (out of stock or withdrawal from the offer) or if, despite all efforts, it is unable to deliver the goods within the agreed time or price, and/or securing the goods would cause the Seller unreasonable difficulties and unreasonable expenses in proportion to the value of the ordered goods, unless an alternative performance is agreed with the Buyer.
The seller will immediately inform the buyer about the cancellation of the order by phone or e-mail.

XI. Specifics of Digital Products

With regard to the nature of digital products and services, the protection of intellectual property of the authors of digital products and services, and the buyer’s right to verify whether the intended product meets his needs and expectations, the following rules apply appropriately to the purchase and complaints of digital products:
1. The Seller shall provide the Buyer, free of charge, with digital products and services, with a preview of the content and form of the digital product (samples of texts from e-books, selected lessons from video courses, etc.)
1. The seller will also provide the buyer with the range of digital products (number of pages of the e-book, running time of video courses, etc.) for free.
The above is provided by the seller in order to enable the buyer to decide whether the given digital product or service meets his needs and expectations, and whether the price for such a digital product is acceptable to the buyer.
In the case of the purchase of digital products and services, the buyer fully assumes the risks of dissatisfaction with the content, scope or form of the digital product and, precisely in order to minimize these risks for the buyer, the seller provides previews of the digital products mentioned above in point 1.
When purchasing digital products, these terms and conditions are also extended to include the License Agreement and Terms of Use for Digital Products.

XII. Final Provisions

The Seller is not responsible for the delayed delivery of physical goods caused by the delivery person (post office, courier) or an incorrectly provided address by the Buyer. The Seller is also not responsible for the undeliverability or unavailability of a digital product due to an incorrect email address of the Buyer or for the undeliverability of any information to such email address.
The buyer is obliged to thoroughly check the physical goods upon receipt from the delivery person and confirm receipt of the goods with his signature on the receipt of the goods. If the shipment is visibly damaged or destroyed, the buyer is obliged to contact the seller immediately without accepting the shipment. Complaints for possible non-delivery of goods due to the delivery person or damage to the goods caused by the delivery person must be made directly to the delivery person.
Depending on the nature of the ordered products, the Seller has the right to invite the Buyer to personally inspect and collect the product (this mainly applies to more expensive products or products that are more demanding in terms of volume or weight). In these cases, the Buyer will be contacted and further steps will be agreed with him.
The protection of the buyer’s personal data is governed by the Personal Data Protection Rules.
In addition to the general provisions of the Civil Code, business relations with natural persons are also subject to special regulations, in particular Act No. 102/2014 on Consumer Protection.
The Buyer and the Seller have agreed that they fully recognize the electronic form of communication, in particular via electronic mail and the Internet, as valid and binding for both contracting parties, unless these GTC provide otherwise.
By placing an order, the Buyer confirms that he has read these GTC and understands their content. Regardless of the other provisions of these GTC, the Seller shall not be liable to the Buyer for lost profits, loss of opportunity, or any other indirect or consequential losses due to negligence, breach of the purchase contract, or arising in any other way. In the event that any provisions of these GTC are proven by the competent authorities of the Slovak Republic to be invalid or unenforceable, in whole or in part, the validity and enforceability of the other provisions of the GTC and the remaining parts of the relevant provision of the GTC shall remain unaffected.
By placing an order for a digital product or service, the buyer also confirms that he has read the license agreement and the terms of use of digital products, and understands their content.
These GTC apply in the wording stated on the seller’s website on the day the order is sent, unless expressly agreed otherwise between both parties.
If the buyer is not satisfied with the way in which the seller has handled his complaint or if he believes that the seller has violated his rights, he has the option to contact the seller with a request for redress. If the seller responds negatively to the request for redress or does not respond to it within 30 days from the date of its sending, the buyer has the right to file a proposal to initiate alternative resolution of his dispute pursuant to Section 12 of Act No. 391/2015 Coll. on alternative resolution of consumer disputes and on amendments and supplements to certain acts. The competent entity for alternative dispute resolution with the seller is the Slovak Trade Inspection (www.soi.sk) or another competent authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (http://www.mhsr.sk/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov/146987s), while the buyer has the right to choose which of the listed alternative dispute resolution entities to contact. The buyer can also use the online dispute resolution platform, which is available at http://ec.europa.eu/consumers/odr/, to submit a proposal for alternative dispute resolution for his dispute. The buyer can find information about the fees for the proposal on the website of the specific alternative dispute resolution entity.
The Seller reserves the right to change these GTC. The obligation to provide written notice of changes to the GTC is fulfilled by posting them on the website www.kindlytrue.com
These GTC are valid from 22.08.2025 and fully replace the previous GTC. The Seller reserves the right to change the GTC without prior notice.

Supervisory Authority:

Slovak Trade Inspection – Bratislava Region

Address: Bajkalská 21/A, P.O. Box 5,820 07 Bratislava 27
Phone: 02/ 58272 172-3; 02/58272 104
Fax: 02/ 58272 170
e-mail: ba@soi.sk