IT, online stores and brand protection · Czechia and Slovakia
Online shop terms and conditions
We prepare terms and conditions and a complaints procedure tailored to your products and processes under Slovak law, Czech law or both if you sell across the border. We do not use a downloaded template whose shortcomings would be your responsibility. If you later decide to expand, we add the second version to the completed documents.
- Lawyer registered with both the Slovak and Czech Bar Associations
- SK, CZ or both versions — from one firm
- Fees agreed in advance
What we'll do for you
We adapt the documents to your online shop's ordering process, delivery, payments and returns. That is why a brief audit comes before drafting.
Select an item to see the details.
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Online shop process audit
We review ordering, payments, delivery and returns — the documents must match reality, otherwise they will not operate as you expect.
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Tailored terms and conditions
Contract formation, prices, delivery, payments, retention of title and liability — for consumers and business customers.
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Complaints procedure
Defects, deadlines and handling methods under Slovak and Czech rules, with a process your support team can follow. Includes a customer complaint form.
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Withdrawal from the contract
Withdrawal information and a model form — including exceptions for bespoke goods, hygiene products and digital content.
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Information duties
Displaying prices and discounts, reviews, contact details and alternative dispute resolution — matters most frequently checked by the supervisory authorities.
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Version for the country of sale
Slovak, Czech or both — a legal version under the law of the country you sell into, not merely a translation. We can add the second version at any time.
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Implementation recommendations
Where and how to display the terms so the customer validly accepts them — checkbox, basket and confirmation email. We also check the wording of the ordering process, buttons and confirmations, which supervisory authorities assess alongside the terms.
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Personal data documents
On request, we also add information on processing your online shop customers' personal data.
Deliverablefinal documents with recommendations on where and how to display them in your online shop to obtain valid agreement
How it works
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- Questionnaire and auditday 0
We send a short questionnaire about your products, delivery, payments and returns. We review your online shop as a customer sees it.
- Draft documentsdepending on scope
We prepare terms and conditions, a complaints procedure and withdrawal information tailored to your processes.
- Comments
We review the draft together and adjust anything that does not work for you in practice. The documents should serve you, not the other way round. One round of comments is included; further work beyond the agreed scope is agreed in advance.
- Second legal versionif you sell into both countries
We prepare the Czech or Slovak version under the other country's law — including differences that translation cannot capture. If you sell in one country only, this step does not apply.
- Implementation
You receive final documents with recommendations on where and how to display them in your online shop to obtain valid agreement.
No-obligation enquiry
Ready to start?
Send us an enquiry. We reply within 24 hours with a price confirmation and next steps. The first 30-minute consultation is free and commits you to nothing.
- 1Send your enquiry via this form
- 2Within 24 h you get a price confirmation and plan
- 3We start work only after your approval
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Or email us about this matter.
What clients ask
Didn’t find your question? Ask us directly →
Why is a template downloaded from the internet insufficient?
A template does not know your products, delivery arrangements or payment methods — and often contains clauses that are invalid against consumers or directly punishable. You, rather than the template's author, face the fine or dispute with the supervisory authority.
Do I need different terms for Czechia and Slovakia?
If you sell into both countries, yes — consumer sales generally attract protection under the law of the customer's country. We therefore prepare two legal versions with a consistent approach: your support team handles processes in the same way, while the legal basis is correct for each country.
I currently sell only in Slovakia. Is a Czech version worthwhile?
No, unless you are actually planning expansion — you pay only for your country's version. However, we structure the documents so a Czech version can be added at any time without reworking everything. The same applies to Czech online shops expanding into Slovakia.
I sell digital content and subscriptions. Is that different?
Yes. Downloading paid digital content does not by itself extinguish the right of withdrawal. For digital content supplied without a tangible medium, the statutory conditions must be met, including the consumer's prior express consent to begin supply, acknowledgement that the right of withdrawal will be lost, and the relevant confirmation from the trader. Subscriptions have their own information duties and renewal rules. We adapt both the terms and the ordering process accordingly.
What about discounts and reviews — I have heard of new rules?
Yes, discounts must show the lowest price during the relevant period before the discount, and reviews must include information on how you verify that they come from actual customers. Both are among the most frequently checked duties — setting them up is part of the service.
How often should the terms be updated?
Whenever your processes change (new delivery arrangements, payments or products) and when legislation changes. We can also agree ongoing support — we monitor changes for you and keep the terms updated.
Can you also help with agreements with suppliers or carriers?
Yes. Terms and conditions are your online shop's customer-facing framework; agreements with suppliers, carriers and payment gateways support it behind the scenes. We cover both, in Czechia and Slovakia.
Legal Q&A
Common questions on this topic
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How long does a customer have to return goods bought online?
A consumer may withdraw from a distance contract with an online shop within 14 days without giving a reason. For goods, the period starts on receipt. Statutory exceptions include custom-made goods and unsealed goods protected for hygiene reasons. If the seller fails to provide proper withdrawal information, the period extends by up to 12 months.
Read the answer -
What duties apply when I process customers' personal data under the GDPR?
You may process customer personal data only with a valid legal basis, most commonly contract performance, a legal obligation, legitimate interests or consent. Core duties include informing individuals, enabling them to exercise their rights, securing the data appropriately and notifying the supervisory authority of serious breaches without undue delay. The scope depends on what you process and why.
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What information must an online shop provide, and how is an order placed?
As an information society service provider, an online shop must keep seller identification permanently accessible: business name, registered office, contact details, register information and supervisory authority. Before submission, customers must be able to check and correct errors; after receipt, the order must be confirmed electronically without delay. Further information duties apply to consumers.
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Further reading
The end of duty-free consignments up to EUR 150: online store rules from 1 July 2026
Council Regulation (EU) 2026/382 abolished duty relief for consignments up to EUR 150. Until 1 July 2028, IOSS imports and postal or courier consignments attract EUR 3 duty per item, changing the economics of every order for stores relying on low-cost imports.
Read more →
A year of discount inspections: what SOI actually fines in promotions and sales
SOI completed a nationwide discount inspection campaign under Act No. 108/2024 Z. z. Of 180 establishments, 23 had price-reduction deficiencies and the first fines are being imposed. What inspectors find and how online and physical stores should prepare.
Read more →
From 20 November 2026, consumer credit includes products you may not think of as loans
Act No. 312/2025 Z. z. replaces consumer credit rules dating back fifteen years. It extends coverage to deferred payments, small and interest-free loans, affecting businesses that never considered themselves lenders.
Read more →