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    Terms and Conditions

    General Terms and Conditions of Sale and Complaint Procedure of the company Cacaofé s.r.o., a registered social enterprise (hereinafter referred to as the “GTC”)

    The operator of the online store at www.kakawco.sk is:

    Company name: Cacaofé s.r.o.

    Registered office: Námestie Ľudovíta Fullu 1665/2, 010 08 Žilina

    Company ID No.: 52 069 630

    Tax ID : 2120919713

    VAT ID: SK2120919713

    Registration Commercial Register of the District Court Žilina, Section Sro, Insert No.: 88403/L

    Represented by: Ing. Martina Matejíčková, Managing Director

     

     

    Supervisory Authority:

    Slovenská obchodná inšpekcia (SOI)

    Inšpektorát SOI pre Žilinský kraj

    Predmestská 71, P. O. BOX B-89, 011 79 Žilina 1

    Department of Supervision

    tel. č. 041/763 21 30, 041/724 58 68

     

    Basic Provisions – Definition of Terms

     

    1. These General Terms and Conditions of Sale and Complaint Procedure govern the contractual relationships arising from purchase contracts concluded between, on the one hand, the company Cacaofé s.r.o., a registered social enterprise with its registered office at Nám. Ľ. Fullu 1665/2, 010 08 Žilina, Slovak Republic, Company ID No.: 52069630, registered in the Commercial Register of the Slovak Republic maintained by the District Court Žilina, Section Sro, Insert No. 88403/L, as the seller (hereinafter the “Seller”), and on the other hand, the buyer who is a consumer (hereinafter the “Consumer”) or an entrepreneur acting within the scope of their business activities (hereinafter the “Entrepreneur”). The Consumer and the Entrepreneur may hereinafter be jointly referred to as the “Buyer”. Further information about the Seller is available on the website www.kakawco.sk in the “Contact” section.
    2. The Buyer shall be either a Consumer or an Entrepreneur. (The Buyer and the Seller are hereinafter jointly referred to as the “Contracting Parties”.)
    3. A Consumer is a natural person who, in connection with a consumer contract, the obligations arising therefrom, or in the course of a commercial practice, is not acting within the scope of their business activities or profession.
    4. Legal relationships between the Seller and the Consumer that are not expressly regulated by these GTC shall be governed by the relevant provisions of Act No. 40/1964 Coll., the Civil Code, as amended, Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, as well as other relevant and related legal regulations.
    5. An Entrepreneur means any of the following:
    • a person registered in the Commercial Register,
    • a person carrying out business activities on the basis of a trade licence,
    • a person carrying out business activities on the basis of an authorisation other than a trade licence under special regulations,
    • a person engaged in agricultural production and registered in the relevant register under a special regulation.
    1. For the purposes of these GTC, an Entrepreneur shall also mean any person acting in accordance with the preceding sentence within the scope of their business activities. If the Buyer states their Company ID No. in the order, they acknowledge that the rules set out in these GTC for Entrepreneurs shall apply to them. Legal relationships between the Seller and a Buyer who is an Entrepreneur that are not expressly regulated by these GTC or by the contract concluded between the Seller and the Buyer shall be governed by the relevant provisions of Act No. 513/1991 Coll., the Commercial Code, as amended, and related regulations. In the event of any conflict between these GTC and an individual contract, the provisions of the individual contract shall prevail.
    2. By submitting an order, the Buyer confirms that they have had the opportunity to familiarise themselves properly with these GTC, of which the “Complaint Procedure” and the document “Delivery” form an integral part, as well as with the terms and conditions of the ordered goods/service and/or granted licence, and that they agree to them in the wording valid and effective at the moment the order is sent.
    3. The purchase of products offered by the Seller does not confer upon the Buyer any rights to use the Seller’s or any third parties’ registered trademarks, trade names, corporate logos, or patents, unless otherwise agreed in a specific contract.

     

    Purchase Contract – Ordering Procedure

              Conclusion of the Purchase Contract

    1. Where the Buyer is a Consumer, the offer to conclude a purchase contract consists of the placement of the offered goods by the Seller on the website. The purchase contract is concluded upon the dispatch of the order by the Consumer and its acceptance by the Seller. The Seller shall confirm acceptance of the order to the Consumer without undue delay by means of a confirmation email sent to the provided email address; however, such confirmation does not affect the moment of conclusion of the contract.
    2. Any amendment to or cancellation of the concluded contract (including the agreed price) is possible only by mutual agreement of the Contracting Parties or on statutory grounds. For an exception to this procedure, see Section VII – Ordering.
    3. Where the Buyer is an Entrepreneur, the offer to conclude a purchase contract is the order dispatched by the Entrepreneur-Buyer, and the purchase contract itself is concluded at the moment the Seller delivers its binding acceptance of such offer to the Entrepreneur-Buyer. The Seller shall not be liable for any errors occurring during electronic data transmission. The contract is concluded in the Slovak language.
    4. The concluded contract is archived by the Seller for a period of at least ten years from the end of the year in which it was concluded and is not accessible to third parties unrelated to the contract. Information on the individual technical steps leading to the conclusion of the contract is clearly set out in these Terms and Conditions. The Buyer has the opportunity to check and, if necessary, correct the order before its final dispatch. These GTC are available on the Seller’s websites and may be archived and reproduced by the Buyer.
    5. The costs of using means of distance communication (telephone, internet, etc.) for placing an order shall be at the usual rate, depending on the tariff of the telecommunication services used by the Buyer.
    6. Where the Consumer orders services, they expressly consent to the provision of such services before the expiry of the statutory withdrawal period.

     

    Delivery of the Subject Matter of the Purchase

    1. Under the purchase contract, the Seller undertakes to deliver the goods to the Buyer, to provide the digital content/licence that is the subject of the purchase, and to enable the Buyer to acquire ownership/licence thereto, while the Buyer undertakes to take delivery of the goods/digital content and to pay the purchase price to the Seller.
    2. The Seller retains title to the goods; therefore, the Buyer shall become the owner only upon full payment of the purchase price. The same rule shall apply to the purchase of a licence or service.
    3. The Seller shall hand over the goods, together with the related documents, to the Buyer and enable the Buyer to acquire ownership of the goods/licence in accordance with the contract.
    4. The Seller fulfils its obligation to deliver the goods by enabling the Buyer to dispose of the goods at the place of performance and by notifying the Buyer thereof in due time.
    5. Where the Seller is obliged to dispatch the goods, it shall deliver the goods to the Entrepreneur-Buyer by handing them over to the first carrier for transport to the Buyer and shall enable the Buyer to exercise rights under the carriage contract against the carrier. The Seller shall deliver the goods to the Consumer-Buyer only when the carrier hands them over to the Consumer.
    6. The Seller shall deliver the subject matter of the purchase to the Buyer in the agreed quantity, quality, and design. Unless otherwise agreed, the Seller shall package the goods in accordance with customary practice; if no such practice exists, then in a manner necessary to preserve and protect the goods. The Seller shall arrange the goods for transport in the same manner.
    7. In order to minimise the risk of damage and to ensure smooth supply, the Seller reserves the right to deliver goods to a Buyer who, within a single order and/or on a single day, has ordered goods with a total value exceeding EUR 1,500 including VAT only after full payment of the total purchase price. Once the Buyer has paid the total purchase price, the Seller shall dispatch the goods in accordance with the requirements specified by the Buyer in the order.

     

    Security and Protection of Information

    1. In processing personal data, the Seller proceeds in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR), which repeals Directive 95/46/EC, and Act No. 18/2018 Coll. on the Protection of Personal Data and on Amendments to Certain Acts, as amended.
    2. Detailed information on how the Seller collects, processes, and protects Buyers’ personal data is set out in the document “Personal Data Processing Terms”, which is available on the Seller’s websites.
    3. In order to prevent criminal activity and minimise damage, the Seller reserves the right to refuse any order placed by a Buyer from a blocked IP address that listed in the Seller’s internal blacklist. In the event of any problems with an order, the Buyer may contact the Seller by email at info@kakawco.sk or by telephone at +421 948 691 481.
    1. Operating Hours

     

    1. Orders placed via the internet or through the Seller’s personnel:

    Automatic order confirmation: Monday – Sunday: 00:00 – 24:00

    Customer Service: Opening Hours 09:00 AM – 5:00 PM

    1. In the event of an information system failure or force majeure, the Seller shall not be liable for failure to observe operating hours.
    2. Customers shall be informed of operating hours on public holidays via the website www.cacaofe.com

    Prices

    1. All prices are contractual. The prices displayed in the online store are always the current and valid prices. All prices are final (including VAT and all other taxes and fees payable by the Consumer). This does not include possible shipping fees, cash-on-delivery fees, or costs of distance communication means, which are shown in the shopping cart and depend on the Buyer’s choice.
    2. Promotional prices are valid until stocks are sold out (where the quantity of promotional goods is stated) or for a specified period.
    3. The original price means the price at which the Seller offered the goods/service/licence without any promotional discounts, bonuses or marketing campaigns, or the manufacturer’s/distributor’s non-binding recommended price (whichever better reflects the current market price level).

    Ordering

    1. The Consumer shall receive the goods at the price valid at the time of ordering. Before placing an order, the Consumer-Buyer has the opportunity to familiarise themselves with the total price inclusive of VAT and all other fees (environmental fees, etc.). This price shall be stated in the order and in the message confirming receipt of the order.
    2. Orders may be placed as follows:

    • via the online store cacaofe.com

    • in person at KakawCo+ stores

    1. Orders placed directly at any of our branches may be made at any time during the opening hours of that branch.
    2. The Seller recommends that Consumers place orders via the e-shop using a registered customer profile on cacaofe.com. When using public internet access, the Seller further recommends that the Consumer log out of their profile after placing the order.
    3. The Consumer shall be informed of the exact delivery time of the ordered goods by email. The delivery time and shipping cost depend on the delivery method chosen by the Consumer in the second step of the ordering process within the shopping cart.
    4. The Consumer acknowledges that there may be cases in which the contract between the Seller and the Consumer is not concluded, particularly where the Consumer orders goods at a price that was erroneously published due to a technical error in the Seller’s internal information system. In such a case, the Seller shall inform the Consumer of this fact and shall be entitled to withdraw from the contract.
    5. The Seller reserves the right to declare the purchase contract invalid if personal data or payment card data have been misused, or due to intervention by a public authority or court. The Buyer shall be informed of any such measure.
    6. The Consumer acknowledges that, in the above cases, the purchase contract cannot validly come into existence.
    7. The Consumer shall receive performance at the price valid at the time of ordering.

      Consumer Information on the Right of Withdrawal from the Contract
    8. The Consumer has the right to withdraw from the contract without giving any reason within 14 days:
    1. from the day of taking delivery of the goods, whereby this period shall be deemed observed if notification of withdrawal is sent to the Seller no later than on the last day of the period. The goods shall be deemed taken over by the Consumer at the moment when the Consumer or a third party designated by the Consumer (other than the carrier) takes over all parts of the ordered goods, or:
    • if goods ordered by the Consumer in a single order are delivered separately, at the moment of taking delivery of the last delivered goods;
    • if goods consist of several parts or pieces, at the moment of taking delivery of the last part or piece;
    • if goods are delivered repeatedly over a defined period, at the moment of taking delivery of the first delivered goods.
    1. from the day of conclusion of the contract, if the subject matter of the contract is the provision of a service.
    1. The Consumer may withdraw from a distance contract whose subject matter is the delivery of goods even before the withdrawal period begins to run.
    2. The withdrawal period shall be deemed observed if the Consumer sends notification of withdrawal to the Seller no later than on the last day of the period. In case of doubt regarding delivery of the withdrawal, the procedure under § 20(8) of Act No. 108/2024 Coll. on Consumer Protection shall apply.

    Address for sending withdrawals and returned goods:

    Cacaofé, s.r.o., registrovaný sociálny podnik

    Hattalova 12a

    83103 Bratislava, Slovakia 

    1. The Consumer exercises the right of withdrawal in writing (on paper) or on another durable medium (e.g., by email to contactus@kakawcoplus.com in any other manner that allows the withdrawal to be unambiguously identified). The Consumer may use the withdrawal form attached as Annex No. 1 to these GTC.
    2. The burden of proof regarding the exercise of the right of withdrawal lies with the Consumer. Upon receipt of the withdrawal notice, the Seller shall promptly confirm its receipt to the Consumer on a durable medium if the Consumer withdrew using a special function or form available in the Seller’s online interface.
    3. If the Consumer exercises the right of withdrawal, they shall return the goods to the Seller either in person at any of the Seller’s stores or by sending them to the Seller’s registered office address or by another method agreed in advance with the Seller, within 14 days from the day on which they exercised the right of withdrawal. The period shall be deemed observed if the Consumer dispatches the goods no later than on the last day of the period. The goods must be sent or handed over together with proof of purchase, complete accessories, documentation, and packaging. The Consumer is entitled, after taking delivery of the goods within the withdrawal period, to unpack and test the goods in the same manner as is usual when purchasing in a traditional brick-and-mortar store, i.e., only to the extent necessary to establish the nature, characteristics and functioning of the goods. The Consumer shall be liable for any diminution in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Damage to packaging or the goods themselves shall be accepted by the Seller only to the extent that it could not be avoided by reasonable testing in accordance with these Terms and Conditions, i.e., handling that does not exceed the scope necessary to ascertain the properties and functionality of the goods.
    4. The Consumer may withdraw from the contract only in respect of specific goods or items if the Seller has supplied or provided multiple products under the contract.
    5. In accordance with § 19(1) of Act No. 108/2024 Coll. on Consumer Protection, the Consumer may not withdraw from a contract whose subject matter is:
    6. the provision of a service where the service has been provided in full and its provision began with the express prior consent of the Consumer, who has been informed that by giving such consent they lose the right to withdraw once the service has been fully provided (if the Consumer is obliged to pay the price under the contract);
    • the supply of goods whose price depends on fluctuations in the financial market that the Seller cannot control and which may occur during the withdrawal period;
    • the supply of goods made to the Consumer’s specifications or clearly personalised;
    • the supply of goods that are liable to deteriorate or expire rapidly;
    • the supply of goods sealed in protective packaging that are not suitable for return for health protection or hygiene reasons and where the protective seal has been broken after delivery;
    • the supply of goods which, by their nature, are inseparably mixed with other goods after delivery;
    • the supply of alcoholic beverages whose price was agreed at the time of conclusion of the contract, delivery of which can only take place after 30 days, and whose price depends on market fluctuations beyond the Seller’s control;

     

    1. the performance of urgent repairs or maintenance during a visit requested by the Consumer; this does not apply to contracts for services other than repair or maintenance, or for the supply of goods other than spare parts necessary for such repair or maintenance, if concluded during the visit and the Consumer did not order them in advance;
    2. the supply of audio recordings, video recordings, audiovisual recordings, or computer software supplied in sealed packaging that has been unsealed after delivery;
    3. the supply of newspapers, periodicals, or magazines, with the exception of subscriptions;
    4. goods purchased at a public auction;
    5. the provision of accommodation services (other than for residential purposes), transport of goods, car rental, catering services, or services related to leisure activities where the Seller undertakes to provide such services at a specific time or within a specific period;
    6. the supply of digital content not supplied on a tangible medium where the supply has begun with the Consumer’s express prior consent, the Consumer has been informed that they lose the right of withdrawal by giving such consent, and the Seller has provided the required confirmation under the Consumer Protection Act (if the Consumer is obliged to pay under the contract).
    1. By sending the order to the Seller, the Consumer expressly confirms that the Seller has duly and timely fulfilled its information obligations under § 5 and § 15 of Act No. 108/2024 Coll. on Consumer Protection.
    2. If the Consumer decides to withdraw within the above period, it is recommended (to speed up processing) that the goods be sent to the Seller’s address together with a cover letter stating the reason for withdrawal (not required), the purchase receipt number, and the bank account number for the refund.
    3. The Consumer is obliged to send the goods back or hand them over to the Seller or a person authorised by the Seller to take delivery no later than 14 days from the day of withdrawal.
    4. The Consumer acknowledges that, if they withdraw from the contract, they shall bear the direct costs of returning the goods to the Seller, and, in the case of a distance contract, also the costs of returning goods that cannot be returned by ordinary post due to their nature.
    5. The Seller is not obliged to reimburse the Consumer for any additional costs if the Consumer has expressly chosen a delivery method other than the cheapest standard delivery method offered by the Seller.
    6. Additional costs mean the difference between the cost of the delivery method chosen by the Consumer and the cost of the cheapest standard delivery method offered by the Seller.
    7. The Consumer acknowledges that if gifts are provided with the goods, the gift contract between the Seller and the Consumer is concluded on the condition that, if the Consumer exercises the right of withdrawal, the gift contract loses its effect and the Consumer is obliged to return the gifts together with the returned goods. If the gifts are not returned, their value shall be considered unjust enrichment of the Consumer.
    8. Once all the above conditions for the return of goods have been met, the Consumer shall be entitled to a refund of all payments made in connection with the returned goods. Such payments shall be refunded no later than 14 days from the date of withdrawal. However, the Seller is not obliged to refund the payments until it has received the goods or until the Consumer has proved that the goods have been dispatched. The Seller shall refund the purchase price using the same means of payment as the Consumer used, unless the parties agree otherwise, and without charging the Consumer any additional fees.
    9. The Seller points out that if the goods in respect of which the Consumer has withdrawn from the contract are returned damaged, excessively worn, incomplete, without accompanying documentation (original receipt, warranty card, user manual, etc.), or without any gifts supplied with the goods, the Seller shall claim compensation for the resulting damage from the Consumer, including, where appropriate, by legal proceedings through its legal representative. The Seller further notes that it checks and documents the completeness and integrity of the goods before each dispatch.

    Withdrawal by a Buyer Who Is an Entrepreneur

    1. Where the Buyer is an Entrepreneur, Withdrawal from the contract by an Entrepreneur may be accepted by the Seller on a case-by-case basis depending on the condition of the returned goods, the lost warranty, and the current price of the returned goods. The condition of the goods shall be assessed by the Seller. If no agreement on acceptable terms is reached, the goods shall be returned to the Entrepreneur at the Seller’s expense. The Seller shall be entitled to charge the Entrepreneur for any additional costs incurred.
    2. For the protection of the Buyer’s rights, where the Buyer is a legal entity and requests a refund by cashing a credit note directly in a store, the relevant amount shall be paid only to persons authorised to act on behalf of that legal entity, i.e., the statutory body or a person who presents a notarised power of attorney.
    3. The withdrawal form can be downloaded by clicking on this link [link to be inserted].

    Payment Terms

    1. The following payment methods are available to the Consumer:

    a) cash payment up to EUR 2,000 upon collection of the goods at the collection point;

    b) advance payment by bank transfer;

    c) payment by card at a payment terminal upon collection of the goods at the collection point;

    d) online card payment through the bank’s internet interface;

    e) cash on delivery (the carrier collects cash from the customer upon delivery);

    f) payment by invoice with a due date (only for Entrepreneurs who meet the required conditions).

    1. The goods remain the property of the Seller until full payment and acceptance; however, the risk of damage to the goods passes to the Buyer upon acceptance.
    2. The Consumer’s invoicing details cannot be changed retrospectively after the order has been sent.
    3. All prices of goods are inclusive of VAT. Where advance payment is chosen, the Consumer has the following payment options:

    a) payment gateways of selected banks and payment systems/services (PayPal and Google Pay);

    b) manual payment of the required amount by bank transfer or direct deposit to the bank account stated in the order [bank name to be completed];

    c) payment to the carrier if cash on delivery has been selected.

    Invoicing

    1. The tax invoice is sent electronically within 14 days of receipt of payment. The invoice is available for download in PDF format in the email notifying the Buyer of receipt of payment for the goods.

    Delivery Terms

    1. Personal collection: The goods may be collected only by the Consumer. The person must sufficiently identify themselves and present a valid identity card or valid passport.
    2. Shipping by courier service within the Slovak Republic: The goods may be sent to the Consumer by a courier service. The available delivery methods are offered according to current availability, capacity, and reach. In the event of force majeure or information system failure, the Seller shall not be liable for delayed delivery. The shipping price is governed by the current price list on the day of the order.
    3. The Seller undertakes to deliver the ordered goods to the Consumer no later than within 5 working days from payment of the price or deposit stated in the order, or from acceptance of the order by the Seller if cash on delivery has been chosen. However, if the Seller does not have the goods physically in stock (of which it shall inform the Consumer) and orders them from its supplier only on the basis of the Consumer’s order, it undertakes to deliver the goods no later than within 30 days from payment of the price stated in the order. The Consumer acknowledges that circumstances beyond the Seller’s control (usually force majeure) may occur that render delivery impossible; in such cases, the procedure set out in the following paragraph shall apply.
    4. If the above delivery period becomes impossible for technical reasons, the Seller undertakes to inform the Consumer without undue delay. If no agreement is reached on delivery within a substitute period, on the supply of alternative goods of the same quality and price, or on any other substitute performance, the Seller undertakes to refund the price paid or the deposit no later than 14 days from the notification of impossibility, using the same means of payment as the Consumer used, unless the parties agree otherwise. In practice, goods are usually delivered within 5 working days, or goods marked on www.kakawco.sk as “on order” within 30 days from the crediting of the payment or deposit to the Seller’s account or from acceptance of the order (if cash on delivery is chosen).
    5. The Seller undertakes to deliver the goods to the address in the Slovak Republic or abroad that the Consumer specifies in the order as the place of delivery. The methods of delivery of goods and/or services, including prices and more detailed conditions for each method, are published on the website www.kakawco.sk.
    6. If the Consumer chooses personal collection at one of the Seller’s stores, this shall be possible only if the ordered goods are physically available at the chosen store. If the goods are not available, an alternative solution shall be agreed with the Consumer. If the Consumer does not agree with the proposed solution and the parties do not reach any other agreement, the Consumer shall be entitled to withdraw from the purchase contract. In such a case, the Seller shall refund the paid price (deposit) in full within 14 days from the effectiveness of the withdrawal, to the Consumer’s bank account, to their address, or by postal money order.

     

    Complaint Procedure, Procedures for Filing and Handling Complaints, Claims, and Suggestions of Consumers (hereinafter the “Complaint Procedure”)

      1. Upon delivery, the Consumer is obliged to check the condition of the consignment together with the carrier (number of packages, integrity of the tape with the company logo, damage to the box) according to the attached consignment note. If any damage is discovered, the Consumer is obliged to draw up a damage report / record of damage of the extent and nature of the damage together with the carrier’s representative. On the basis of such record, the Consumer may refuse to accept goods that do not conform to the purchase contract, refuse goods with a defect, or accept the goods with a noted defect and subsequently file a complaint with the Seller. If the Consumer discovers damage or other discrepancies only after acceptance of the consignment, they must contact the Seller without undue delay. Failure to do so shall mean that claims for defects shall be recognised only if the Consumer proves that the defects already existed at the time of acceptance.
      2. Any incomplete or damaged consignment must be reported immediately by email to contactus@kakawcoplus.com or by telephone at +421 948 691 481, a damage report must be drawn up with the carrier, and this report must be sent without undue delay by email or post to the Seller. Subsequent complaints regarding incompleteness or external damage to the consignment shall not deprive the Consumer of the right to claim defects, but they give the Seller the opportunity to prove that there is no lack of conformity with the purchase contract.
      3. When filing a complaint, the usual complaint procedure set out in the Complaint Procedure for Consumers shall apply. In the event of any conflict between these GTC and the Complaint Procedure, the Complaint Procedure shall prevail in matters of complaints.
      4. When exercising the right to repair, the Consumer shall bring the complained-of goods, together with the invoice (or other tax document), to any of the Seller’s stores. When exercising other rights arising from the Seller’s liability for defects (i.e., the right to replacement, the right to withdraw from the purchase contract, or the right to a reasonable discount), the Consumer shall bring the complained-of goods together with the invoice (or other tax document) to any of the Seller’s stores. The Consumer and the Seller may agree on another method of handing over the goods. If the Consumer wishes to make such an arrangement, they may propose it to the Seller by email at contactus@kakawcoplus.com
      5. The Seller shall not be liable for defects caused by mechanical damage to the goods, operation in unsuitable conditions (especially chemically aggressive, dusty, or humid environments, etc.), interference by an unauthorised person, force majeure, or incorrect power supply.
      6. If a dispute arises between the Consumer and the Seller concerning the exercise of rights arising from liability for defects, or if the Consumer believes that the Seller has infringed other consumer rights, the Consumer may request redress from the Seller. If the Seller or the person authorised to assess defects responds negatively to such a request, or fails to respond within 30 days of its receipt, the Consumer shall be informed on a durable medium of the relevant entities for alternative dispute resolution. The Consumer shall then have the right to submit a proposal for the initiation of alternative dispute resolution under § 12 of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes, as amended. The possibility of bringing the matter before a court remains unaffected. The competent entity for alternative resolution of consumer disputes with the Seller is the Slovak Trade Inspectorate or another authorised legal entity entered in the list maintained by the Ministry of Economy of the Slovak Republic (the list is available at http://www.mhsr.sk). The Consumer has the right to choose which of these entities to approach. The Consumer may also use the online dispute resolution platform available at http://ec.europa.eu/consumers/odr/.
      7. Complaints and suggestions may be submitted in person at any of the Seller’s stores or by email to contactus@kakawcoplus.com A response shall be sent within 30 days of receipt, depending on the form in which the complaint or suggestion was submitted.

    Warranty Terms

    1. Warranty conditions for goods are governed by the Seller’s Complaint Procedure and the applicable legal regulations of the Slovak Republic. The proof of purchase serves as the warranty document.

    Protection of Consumer Personal Data

    1. The Seller processes Consumers’ personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Act No. 18/2018 Coll. on the Protection of Personal Data, as amended.
    2. Detailed information on how the Seller processes personal data is published at https://www.kakawco.sk/podmienky-ochrany-osobnych-udajov/.

    Final Provisions

    1. By sending an order, the Consumer confirms that they have read these GTC in full and agree with them without reservation.
    2. These GTC enter into force and effect on 13 March 2026 and replace all previous versions of the General Terms and Conditions. The Seller reserves the right to amend these GTC without prior notice. Any amendment to the GTC shall not affect purchase contracts concluded before the amendment, regardless of whether the goods have yet been delivered. In the case of a concluded purchase contract, the contract shall be governed by the Terms and Conditions valid at the time of its conclusion. The Seller reserves the right to change the GTC, with effect from the date of publication of the updated version on the website www.kakawco.sk.
    3. Rights arising from defective performance and warranty conditions shall be governed by the applicable legal regulations and the Seller’s valid Complaint Procedure, which forms an integral part of these GTC and is referred to in Article XIII. of these General Terms and Conditions of Sale and Complaint Procedure of Cacaofé s.r.o., a registered social enterprise.
    4. In the event of any conflict between the provisions of these Terms and Conditions and the provisions of the Complaint Procedure, the provisions of the Complaint Procedure shall prevail.
    5. All contractual relationships between the Seller and the Consumer are concluded in accordance with the legal order of the Slovak Republic. These GTC, the contracts, and all other legal relationships between the Seller and the Consumer shall be governed by the law of the Slovak Republic.
    6. In the event of any conflict between the provisions of these Terms and Conditions and/or the Complaint Procedure and mandatory (cogent) provisions of:

     

    • Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, and/or
    • Act No. 40/1964 Coll., the Civil Code, as amended,

    the provisions of Act No. 108/2024 Coll. on Consumer Protection and/or the Civil Code shall prevail.