General Terms and Conditions of Lezolep s.r.o.
Effective from 1 September 2026
Lezolep s.r.o., with its registered office at 1. Mája 16, 841 07 Bratislava, IČO (Company Registration No.): 55912991, DIČ (Tax Identification No.): 2122127920, registered in the Commercial Register maintained by the Municipal Court Bratislava III, Section: Sro, Insert No.: 174509/B (hereinafter also referred to as the “Company” or the “Service Provider”)
- Web interface: www.lezolep.sk (hereinafter also referred to as the “Website”)
- Email address: info@lezolep.sk (hereinafter also referred to as the “Email Address”)
- Customer Service: +421 911 738 964
issues these General Terms and Conditions for the provision of its climbing footwear repair services (hereinafter also referred to as the “climbing shoes”) and related services.
1. General Provisions
1.1. These General Terms and Conditions (hereinafter also referred to as the “GTC”) define the rights and obligations of the Company and its customers and, in their current version, constitute the terms of the agreement for the repair of climbing shoes (hereinafter also referred to as the “Contract”) concluded pursuant to Sections 652 et seq. of the Civil Code, as amended, form an integral part thereof, and may be amended only with the express consent of both contracting parties.
1.2. These GTC apply to Contracts concluded between the Company and a customer who is a consumer, i.e. a customer who, when entering into the Contract, is not acting within the scope of their business activities, employment or profession.
1.3. Rights and obligations not expressly governed by these GTC shall be governed by the relevant provisions of law, in particular Act No. 40/1964 Coll., the Civil Code, as amended, and Act No. 108/2024 Coll. on Consumer Protection, as amended (hereinafter also referred to as the “Consumer Protection Act”). If the Company and the customer enter into a separate agreement in which they agree on terms different from these GTC, the provisions of such agreement shall take precedence over the wording of the GTC.
1.4. These GTC apply to Contracts concluded with entrepreneurs, including persons acting within the scope of their business activities, employment or profession, including via another person acting on their behalf or for their account, except for the right to withdraw from the Contract without giving a reason within the statutory 14-day period under the Consumer Protection Act. Legal relationships with entrepreneurs and persons referred to in the preceding sentence that are not regulated by these GTC shall be governed primarily by Act No. 513/1991 Coll., the Commercial Code, as amended, and the Civil Code.
2. Conclusion of the Contract
2.1. A list of the services offered by the Company to the customer for a fee, together with their prices, including all related costs, is provided on the Company’s Website.
2.2. The contract for the repair of climbing shoes is concluded via an online interface, i.e. the ordering system located on the Company’s Website (hereinafter also referred to as the “Ordering System”).
2.3. The customer creates an Order for the repair of climbing shoes (hereinafter also referred to as the “Order”) by completing the online order form, in which the customer provides the required details, in particular their first name, surname, delivery and billing address, telephone number and email address; selects from the available repair options and materials to be used to repair their climbing shoes; selects the provision of additional services offered, if required by the customer, e.g. replacement of laces, replacement of straps, stitching of a torn part of the climbing shoe, etc. (hereinafter also referred to as the “Additional Services”); and selects the place and method of delivery of the repaired climbing shoes, as well as the method of payment of the fee for the repair provided.
2.4. In the order form, the customer shall also select the offered available time priority for the repair (No Rush, Standard, or Express), i.e. the period within which the customer requests that the repair be performed (hereinafter also referred to as the “Repair Priority”), according to which the price of the ordered climbing shoe repair shall be determined pursuant to the Company’s price list published on its Website (hereinafter also referred to as the “Price List”).
2.5. Information on the individual technical steps leading to the conclusion of the Contract is evident from the ordering process in the Company’s online Ordering System on its Website, and the customer has the option to check, correct or cancel the Order before its binding confirmation. After placing the requested repair service in the so-called “shopping cart”, the customer confirms the Order with binding effect by clicking the “Order with obligation to pay” button.
2.6. The Company is neither able nor authorised to verify or check the accuracy of the information provided by the customer in the Order. The customer is responsible for the accuracy of the information entered and bears all risks associated with the information entered in the Order.
2.7. By confirming the Order, the customer declares that they have read these GTC, consider their Order binding, and agree to the conclusion of the Contract and to the repair of their climbing shoes.
2.8. Immediately upon receipt of the Order, the Company shall assign the customer a number for the Order and confirm its receipt (hereinafter also referred to as the “Order Confirmation”) by sending an email to the customer’s email address specified in the Order (hereinafter also referred to as the “customer’s Email Address”). The Contract is concluded upon confirmation of the Order by the Company.
2.9. After the Order has been confirmed, the customer shall deliver the climbing shoes to the Company for repair in accordance with the instructions published on the Company’s Website. The climbing shoes may be delivered to the Company either via the transport company Packeta Slovakia s. r. o. (hereinafter also referred to as “Packeta”) to the address of the collection point specified by the Company in the Order Confirmation (Kvety Florian, Malokarpatské námestie 7, 841 03, Bratislava), or the customer may hand them over at any of the Company’s established collection points listed on its Website.
2.10. The customer may use the simplified option of arranging delivery of the climbing shoes via Packeta through the Company’s application specified in the Order Confirmation (hereinafter also referred to as the “Lezolep App”). The price for this delivery of the climbing shoes to the Company is stated on the Company’s Website as well as in the Order Confirmation and will be itemized separately on the customer’s invoice for the repair of the climbing shoes.
3. Price
3.1. The customer shall pay the Company for the repair of the climbing shoes and the provision of Additional Services the price applicable to the Repair Priority, as specified in the Company’s Price List at the time the customer submits the Order.
3.2. If, during the repair, it becomes apparent that additional work is necessary to repair the climbing shoes, such as replacing the midsole, patching a hole in the climbing shoes, re-gluing detached parts of the climbing shoes in places other than where the sole is replaced, or replacing the rand rubber (hereinafter also referred to as the “Rand”), for example due to it being worn through, excessively worn, or insufficiently thick, or otherwise damaged (hereinafter collectively also referred to as “Additional Work”), the Company shall, in order to expedite the repair, perform such Additional Work automatically, without the need to obtain the customer’s additional consent, at the price specified in the Company’s Price List for the selected Repair Priority at the time the customer submits the Order.
3.3. In addition to the price for repairing the climbing shoes, the price for the provision of Additional Services, and the price of the Additional Work, the customer shall reimburse the Company for all other costs incurred by the Company in connection with packaging and sending the repaired climbing shoes back to the customer, in accordance with the delivery and payment method selected by the customer in the Order (hereinafter also referred to as the “Shipping Costs”). The Shipping Costs are specified on the Company’s Website, in the Order System when completing the Order, and in the Order Confirmation.
4. Delivery and Payment Terms
4.1. Climbing Shoes sent to or dropped off at the Company’s collection points are collected by the Company at regular intervals published for each collection point on the Company’s Website, while the customer is informed of the nearest collection date for the climbing shoes at the collection point selected by the customer directly in the Order System when creating the Order.
4.2. After collecting the climbing shoes from the collection point, the Company shall, without undue delay, inform the customer by email that their climbing shoes have been delivered to the Company’s workshop for repair (hereinafter also referred to as the “Confirmation of Receipt”).
4.3. The Company shall duly perform the agreed repair within the period corresponding to the Repair Priority selected by the customer and specified in the Order Confirmation. The repair period shall commence on the day following the day on which the Confirmation of Receipt is sent to the customer and shall end on the day on which the customer is sent an email confirming that the repair has been completed, together with an invoice for payment of the repair (hereinafter also referred to as the “Repair Completion Confirmation”); in the case of payment by cash on delivery, the repair period shall end upon handover of the shipment containing the repaired climbing shoes to Packeta for delivery to the customer.
4.4. If necessary, the Company may also engage other companies cooperating with it and trained cobblers to carry out the repair.
4.5. If, particularly due to capacity constraints or the unavailability of materials for the repair, it is not possible to observe the repair period corresponding to the Repair Priority selected by the customer, the Company shall charge the customer the lower price for the repair of the climbing shoes, as well as the price for the provision of Additional Services and Additional Work, corresponding to the Repair Priority within whose period the repair was actually completed, as specified in the Company’s Price List in effect at the time the Order was created.
4.6. Once the repair has been completed, the Company shall send a settlement invoice to the customer’s email address, stating the price of the repair of the climbing shoes, the Additional Services provided, the Additional Work performed, the Shipping Costs, and the costs of shipping the climbing shoes to the Company via the Lezolep Application (hereinafter collectively referred to as the “Amount Due”).
4.7. The customer shall pay the invoiced Amount Due using the payment method selected in their Order, i.e.:
a) by bank transfer to the Company’s bank account specified in the invoice, within the stated payment period of fourteen days from receipt of the invoice; or
b) by cash on delivery upon delivery of the repaired climbing shoes by the carrier.
4.8. The Amount Due shall be deemed to have been paid by the customer when the funds are credited to the Company’s account or when the cash-on-delivery payment is made to the carrier.
4.9. Once the funds in the amount of the Amount Due have been credited to the Company’s account, the Company shall send the repaired climbing shoes to the customer according to the customer’s choice specified in the Order, namely either:
a) via Packeta to the address specified by the customer, or to a selected Packeta Z-POINT/Z-BOX pickup point; or
b) make them available for collection by the customer at the Company’s collection point selected in the customer’s Order (hereinafter collectively also referred to as the “Delivery Location”).
4.10. The Company shall notify the customer by email of the dispatch of the repaired climbing shoes. If, for reasons attributable to the customer, the repaired climbing shoes must be delivered by a method other than that specified in the Order, the customer shall reimburse the Company for all costs associated with the change in the delivery method in accordance with the current Price List published on the Company’s Website.
4.11. The customer is obliged to take delivery of the repaired climbing shoes in person at the Delivery Location without undue delay, or to arrange for the climbing shoes to be collected by a person authorised by the customer for the event of the customer’s absence. If the customer fails to take delivery of the climbing shoes in due time within Packeta’s storage period and the shipment is returned to the Company as undelivered, the Company shall be entitled to reimbursement of the related special costs. In such a case, the customer is obliged to reimburse the Company for the costs of the first unsuccessful delivery, the costs of returning the undelivered shipment to the Company, as well as the costs of the new, repeated delivery of the climbing shoes to the customer.
4.12. The customer is obliged to inspect the repair of the climbing shoes immediately upon delivery. If the customer finds that the packaging of the goods was mechanically damaged during delivery by the carrier, the customer is obliged to notify the carrier thereof and inspect the condition of the climbing shoes in the carrier’s presence. In the event of an incomplete or damaged shipment, the customer is obliged to immediately draw up a damage report with the carrier and send it to the Company’s Email Address without undue delay.
5. Liability for Defects and Warranty
5.1. The Company shall be liable for any defects in the completed repair that exist when the customer takes possession of the climbing shoes, as well as for any defects in the repair that arise during the three-month warranty period. The warranty period begins on the date the customer takes possession of the repaired climbing shoes, as evidenced by the carrier’s confirmation that the shipment was delivered to the customer, or by a confirmation email automatically sent to the customer upon collection of the repaired climbing shoes at the collection point.
5.2. If the climbing shoes have been repaired defectively, the customer shall have the right to have the defect remedied free of charge. The Company shall remedy the defect within 30 days of the date on which the customer delivers the climbing shoes subject to the complaint to the Company. If the repair defect cannot be remedied, is not remedied within the 30-day period, or recurs, the customer shall have the right to choose between an appropriate reduction in the repair price or withdrawal from the Contract with a refund of the Amount Due paid.
5.3. Any rights arising from liability for defects must be asserted against the Company without undue delay and within the warranty period; otherwise, they shall lapse. A defect may be reported by sending a written notice to the Company’s address or by sending such notice by email to the Company’s Email Address. In the notice, the customer shall specify the type and extent of the defects in the repair concerned, provide the number of the original Order and the date on which the customer received the repaired climbing shoes from the Company, and indicate the manner in which the customer will deliver the climbing shoes to the Company (hereinafter also referred to as the “Complaint”). The customer shall report any apparent defects in the repair to the Company without undue delay after they could have been detected upon receipt of the repaired climbing shoes and, in the case of hidden defects, without undue delay after they become apparent, but in all cases no later than before the expiry of the three-month warranty period.
5.4. The Company shall send the customer confirmation of the notification of a defect in the repair and of the period within which the defect will be remedied. The period from the customer’s notification of the defect until its resolution by the Company shall not be included in the warranty period.
5.5. The customer’s rights against the Company arising from liability for defects shall lapse if:
a) the customer fails to prove that the repair in question was carried out by the Company
b) the customer failed to report to the Company, without undue delay, any apparent defects in the repair upon receipt of the repaired climbing shoes, or, in the case of hidden defects, within the warranty period, without undue delay after their discovery
c) upon expiry of the three-month warranty period.
5.6. The Company shall handle the Complaint in one of the following ways:
a) by rectifying the defects in the repair free of charge and handing over the climbing shoes to the customer at the Company’s collection point, or dispatching them via Packeta, at the Company’s expense
b) by an appropriate reduction in the repair Price if the defect cannot be remedied or is not remedied within the thirty-day period, unless the customer chooses to withdraw from the Contract
c) by rejecting the submitted Complaint in writing, stating the reasons for denying liability for defects.
5.7. The Company shall inform the customer of the resolution of the Complaint within thirty days from the date on which the Complaint was filed.
6. Personal Data Protection
6.1. The Company’s policies on the handling and protection of customers’ personal data are set out in a separate document published on the Website www.lezolep.sk (click here to view the policies on the protection and handling of your personal data) and in the cookie settings (via the link entitled “COOKIES” at the bottom of the Website). By submitting an Order, the customer confirms that they have familiarised themselves with the Company’s policies on the handling of personal data.
6.2. The Company collects, processes, and stores the customer’s personal data exclusively in accordance with the requirements of 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, and Act No. 18/2018 Coll. on the Protection of Personal Data, as amended. The provision of such data is a contractual requirement and serves the purpose of performing the Contract. Personal data obtained in this manner is retained for tax and archival purposes for the period prescribed by applicable legislation.
7. Withdrawal from the Contract
7.1. The Company is entitled to withdraw from the Contract if, in particular for capacity reasons, due to the unavailability of materials for repair, or for reasons of force majeure, it is unable, despite making every effort that can reasonably be required of it, to carry out the ordered repair within four weeks of the Confirmation of Receipt. The customer will be informed of the withdrawal from the Contract by email. If the customer has already delivered the climbing shoes to the Company for repair, the Company shall, at its own expense, promptly send them back to the customer in the same manner in which the customer delivered them to the Company.
7.2. Pursuant to the Consumer Protection Act, the customer is entitled to withdraw from the Contract without giving any reason within 14 days of its conclusion. The customer acknowledges that this right to withdraw from the Contract without giving any reason expires if the customer consented to the repair of the climbing shoes commencing before the expiry of this 14-day withdrawal period and the Company has already fully performed the climbing shoes repair Service.
7.3. Before submitting the Order, the customer shall expressly confirm in the order form that they consent to the repair of the climbing shoes commencing before the expiry of the statutory 14-day period for withdrawal from the Contract pursuant to the Consumer Protection Act. If the customer does not wish the Company to commence the repair before the expiry of the statutory 14-day period for withdrawal from the Contract without giving any reason, they shall state this in their Order and shall send the climbing shoes to the Company for repair only after the expiry of this statutory 14-day period for withdrawal from the Contract without giving any reason. In such a case, the repair period applicable to the selected Repair Priority shall not begin to run before the expiry of the statutory 14-day period for withdrawal from the Contract without giving any reason.
7.4. The customer may exercise the right to withdraw from the Contract with the Company by sending written notice to the Company’s address, by sending an email to the Company’s email address, or by using the electronic withdrawal form (the model form is also available for download as a PDF). Any unambiguous statement by the customer expressing their intention to withdraw from the Contract shall be sufficient to exercise the customer’s right to withdraw from the Contract. The customer may also use the model withdrawal form available on the Company’s Website.
7.5. If the customer has withdrawn from the Contract using the special function or withdrawal form available in the online interface on the Company’s Website, the Company shall, without delay after receiving the notice of withdrawal from the Contract, provide the customer with confirmation of receipt of the withdrawal, specifying the date and time when the notice of withdrawal from the Contract was sent, as well as the further procedure relating to the withdrawal from the Contract.
7.6. Upon withdrawal, the Contract is rescinded ab initio, and each contracting party shall return everything it received from the other contracting party under the Contract. If the customer withdraws from the Contract without giving any reason within the statutory 14-day period, after the customer has sent the climbing shoes to the Company for repair, the Company shall send them back to the customer via Packeta or deliver them to a collection point selected by the customer, at the customer’s expense.
7.7. The Company informs the customer that, if the customer withdraws from a Contract under which the customer expressly consented to the repair of the climbing shoes commencing before the expiry of the statutory 14-day withdrawal period pursuant to the Consumer Protection Act, but the repair has not been fully completed by the Company by the time the notice of withdrawal is received, the customer shall pay the Company the price for the portion of the repair actually performed up to the date of receipt of the notice of withdrawal from the Contract. The price for the performance actually provided shall be calculated proportionally on the basis of the total price agreed in the Contract.
8. Final Provisions
8.1. If the legal relationship established by the Contract contains an international (foreign) element, the parties agree that their mutual relationship shall be governed by Slovak law. This shall not affect the consumer’s rights arising from generally binding legal regulations.
8.2. The Company hereby informs Customers that it does not in any way ensure or verify whether reviews of the repair services it provides originate from consumers who have actually purchased the repair service.
8.3. The supervisory authority is: Slovak Trade Inspection (Slovenská obchodná inšpekcia, SOI), SOI Inspectorate for the Bratislava Region, Prievozská 32, P.O. Box 5,820 07 Bratislava 27, Department of Technical Control of Products and Consumer Protection and Legal Department, tel. No.: 02/ 58272 172, 02/58272 104 fax No.: 02/ 58272 170, https://www.soi.sk, https://www.soi.sk/sk/Podavanie-podnetov-staznosti-navrhov-a-ziadosti.soi .
8.4. Pursuant to the Consumer Protection Act, the Company hereby informs customers that they may submit any request for redress concerning the Company’s conduct in writing to the address of the Company’s registered office or electronically to the Company’s Email Address. If the request is not granted, the customer may lodge a complaint with the competent supervisory or state regulatory authority. The Company is neither a member of an organisation nor a contracting party that provides for the out-of-court settlement of consumer disputes.
8.5. If a dispute arising from the Contract between the Company and the customer cannot be resolved by mutual agreement (i.e. the Company has rejected the customer’s request for redress or has failed to respond to it within 30 days of the date on which it was sent), the customer, as a consumer, may also submit a proposal for alternative resolution of the consumer dispute to a designated alternative dispute resolution entity, namely the Slovak Trade Inspection, with its registered office at Bajkalská 21/A, 827 99 Bratislava, Slovak Republic, IČO: 173 31 927, email: adr@soi.sk (more information at https://www.soi.sk/sk/alternativne-riesenie-spotrebitelskych-sporov.soi), or the competent authorised legal entity included in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic pursuant to Section 24(1)(a) of Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes and on Amendments to Certain Acts (the list is available at https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1?csrt=15803837029142085342).
8.6. Pursuant to Act No. 22/2004 Coll. on Electronic Commerce, as amended, the Company hereby informs the customer that (a) the individual technical steps/actions required to conclude the Contract are specified above in these GTC and in the order form used when creating the Order, (b) before submission, the Order may be changed, corrected, and modified subject to the conditions set out in these GTC, (c) the concluded Contract will be stored by the Company, and the customer will not have access to it; however, the customer may save, print, and archive the Order Confirmation, which contains all essential details of the Contract, and (d) the purchase contract may be concluded in the Slovak language.
8.7. Pursuant to the Consumer Protection Act, the Company hereby informs the customer that the duration of the Contract is determined by the nature of the Contract itself, i.e. by the fulfilment of the contracting parties’ obligations, i.e. the completion of the repair by the Company and the payment of the Amount Due by the customer.
8.8. By approving the content of these GTC, the customer agrees that communication between the Company and the customer will take place via electronic means of communication, unless applicable law requires an exclusively written form.
8.9. If any provision of these GTC is invalid or ineffective, or becomes invalid or ineffective, the contracting parties undertake to replace the provision in question with a provision whose meaning approximates that of the invalid provision as closely as possible. The invalidity or ineffectiveness of any provision shall not affect the validity and effectiveness of the remaining provisions of these GTC.
8.10. These GTC are available at the Company’s registered office and on the Company’s Website: en.lezolep.sk.
8.11. These GTC shall enter into force and effect on 1 September 2026.