Alternative Dispute Resolution

12. Alternative Dispute Resolution

12.1. The buyer has the right to request a remedy from the seller if they feel that the seller has violated their rights or has not handled a complaint to their satisfaction. If the seller does not respond to the request within 30 days or responds negatively, the consumer can submit a proposal to initiate alternative dispute resolution to an alternative dispute resolution entity (hereinafter referred to as ADR entity) according to Act 391/2015 Z.z. According to §3 of Act 391/2015 Z.z., ADR entities are bodies and authorized legal entities. The consumer can submit the proposal in the manner specified by §12 of Act 391/2015 Z.z. The request can also be submitted online through the ODR alternative dispute resolution platform.

Alternative dispute resolution is reserved exclusively for consumers who are natural persons, not for business buyers. The dispute resolution takes place between the consumer and the seller who have concluded a distance contract and whose dispute has a value higher than 20 EUR. The maximum fee that an ADR entity can charge is 5 EUR from the buyer to cover costs.