Slovakia - OMBUDSPOT, združenie na ochranu práv spotrebiteľov - pre "offline" zmluvy uzatvorené v prevádzkových priestoroch, mimo prevádzkových priestorov, telefonicky

Overview

Fees for consumers

Alternative Dispute Resolution fee of up to EUR 5; in accordance with Article 22 (2) of Act No 391/2015 Coll. 
On alternative dispute resolution for consumer disputes and on amendments to certain laws

ADR entity only for offline contracts

This ADR entity is competent only for disputes arising from offline contracts (i.e. contracts concluded in business premises, off-premises, or by telephone). The ADR entity will not process any complaints regarding online purchases. 

The entity is competent for disputes in the following sectors

• Consumer Goods
• Food - Fruit and vegetables
• Food - Meat
• Food - Bread and Cereals
• Food - Health food and nutrients
• Food - Other
• Non-alcoholic beverages
• Alcoholic beverages
• Tobacco
• Clothing (including tailor-made goods) and footwear
• House maintenance and improvement goods
• Furnishings
• Large domestic household appliances (including vacuum cleaners and microwaves)
• Small domestic household appliances (including coffee machines and food- processing appliances)
• Electronic goods (non-ICT/recreational)
• Information and communication technology (ICT) goods
• Leisure goods (sports equipment, musical instruments, etc)
• New cars
• Second-hand cars
• Other personal transport
• Spares and accessories for vehicles and other means of personal transport
• Fuels and lubricants for vehicles and other means of personal transport
• Books, magazines, newspapers, stationery (excluding postal delivery)
• Pets and pet goods
• Electrical appliances for personal care
• Cosmetics and toiletries for personal care
• Jewellery, silverware, clocks, watches and accessories
• Baby and child care articles
• Cleaning and maintenance products, articles for cleaning and non-durable household articles
• Other
• Education
• Language, driving instruction and other private courses
• Energy and Water
• Water
• Electricity
• Gas
• Other energy sources
• General Consumer Services
• Real estate services
• Construction of new houses
• House maintenance and improvement services
• House removal and storage
• House cleaning services
• Personal care services
• Cleaning, repair and hiring of clothing and footwear
• Support, research and intermediary services
• Maintenance and repair of vehicles and other transport
• Legal services & accountancy
• Funeral services
• Child care
• Pet services
• Other
• Leisure Services
• Restaurants and bars
• Services related to sports and hobbies
• Cultural and entertainment services
• Gambling, lotteries
• Postal services and electronic communications
• Postal services & couriers
• Fixed telephone services
• Mobile telephone services
• Internet services
• Television services
• Other communication services
• Transport services
• Tram, bus, metro and underground
• Railways
• Taxi
• Transport infrastructure services
• Rental services
• Other

Fees to be paid by the consumer

• Yes

Type of fee for the consumer

• Fixed fee

Fees to be paid by the trader

• No

Language(s) of the procedure

• English
• Slovak

Language(s) in which the complaint can be submitted

• English
• Slovak

The procedure is done

• in writing
• orally

Outcome of the procedure

• Binding

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body