SHOEDOCTOR

GENERAL TERMS AND CONDITIONS

ShoeDOCTOR d.o.o.

Dear visitor,

Before using the online store www.shoedoctor.eu and the Shoetrace application, please read the General Terms and Conditions below carefully. By using the website, you express your agreement with these terms. If you do not agree with them, please do not use the online store.

These General Terms and Conditions govern the provision of footwear repair services and the sale of goods offered by:

ShoeDOCTOR d.o.o.

Predilniška cesta 16, 4290 Tržič, Slovenia

Registration number: 8725993000

VAT ID: SI23435097

Email: info@shoedoctor.eu

Telephone: +386 4 59 20 200

Website: https://www.shoedoctor.eu

(hereinafter: the provider or contractor)

1. Validity and Scope

These General Terms and Conditions (hereinafter: the Terms) govern the rights and obligations between the provider and the clients ordering services or purchasing goods (hereinafter: the customer).

The Terms apply to:

  • consumers (B2C) – natural persons entering into a contract outside their professional or gainful activity,
  • business entities (B2B) – legal entities and sole proprietors.

Unless expressly stated otherwise, provisions referring to consumers apply exclusively to B2C relationships.

These Terms have been prepared in accordance with:

  • the Consumer Protection Act (ZVPot-1),
  • the Obligations Code (OZ),
  • the Out-of-Court Consumer Dispute Resolution Act (ZIsRPS),
  • the General Data Protection Regulation (GDPR) and ZVOP-2,
  • other applicable legislation of the Republic of Slovenia and the European Union.

2. Order Placement Methods and Conclusion of Contract

Orders may be placed in four ways:

  1. a) through the website (home order) – https://www.shoedoctor.eu
  2. b) in person at the premises of ShoeDOCTOR d.o.o.
  3. c) by telephone, email, or written order
  4. d) via the Shoetrace application

Orders placed under option d) (the Shoetrace application) are part of the pricing system and General Terms and Conditions of ShoeDOCTOR d.o.o. only when the footwear is submitted at the registered office of ShoeDOCTOR d.o.o. All orders placed via the Shoetrace application at intermediary locations (halls, shops, etc.) are not part of the pricing system and General Terms and Conditions of ShoeDOCTOR d.o.o.

The contract is concluded:

  • for orders of goods and repairs placed through the website, on the date the provider electronically confirms the order,
  • for repair orders placed through the Shoetrace web application at the registered office of ShoeDOCTOR d.o.o., on the date the customer confirms the order in the application,
  • for orders placed by telephone or by mail, on the date the customer receives the goods or submits the footwear for repair.

3. Prices and Payment Terms

Website orders (home order): prices are stated in EUR and include VAT. They apply exclusively to orders placed through the website and to orders placed in person at the premises of ShoeDOCTOR d.o.o.

Orders placed through the Shoetrace application that are not submitted physically at the registered office of ShoeDOCTOR d.o.o. but at intermediary locations (halls, shops, etc.) are not part of the pricing system and General Terms and Conditions of ShoeDOCTOR d.o.o.

Payment methods: bank transfer, card payment, cash on delivery, or cash payment.

Invoices are issued upon delivery or by email, in accordance with the selected payment method.

In the event of obvious pricing errors or other errors in the online store (for example, an incorrectly entered price or a technical system error), the company reserves the right not to fulfil the order. The company will immediately notify the customer and promptly refund all payments received.

Prices may change without prior notice.

If the ordered goods exceptionally cannot be delivered, the provider will immediately inform the customer and promptly refund all payments received, unless agreed otherwise.

The provider will package and dispatch the goods within the promised period together with the original invoice and any applicable instructions.

4. Repair Service – Specific Features of Shoemaking Repairs

The repair service provider will correct, replace, and/or repair or omit any deficiencies and incorrectly completed data on the intake form, as well as any additional repairs that, in the provider’s own assessment, are (not) necessary or (not) urgent, without notifying the customer in advance, so that the repair is completed as professionally as possible and the end product is of the highest possible quality.

If the materials ordered by the customer (soles, type of rubber, other footwear components, etc.) are currently unavailable, the provider may, without prior notice to the customer, use comparable materials with the same properties.

The repair will be carried out professionally and in a manner appropriate to the condition of the footwear. If, during the repair process, the provider determines that the footwear cannot be repaired and therefore will no longer be usable, the provider accepts no liability in this regard.

Repairing footwear does not mean creating a new product. Repaired footwear may involve:

  • aesthetic changes,
  • changes in shape, stiffness, flexibility, or grip,
  • partial deviations in size, colour, or material structure,
  • a shorter service life compared with new footwear.

If, after the repair process has been completed, the customer finds that the repaired footwear has different characteristics from the new/original footwear, the provider accepts no liability and no complaints on that basis.

We are not liable for any defects or shortcomings arising from old or worn materials that were not installed by the repair service provider, and we do not accept complaints on that basis.

5. ShoeDOCTOR Choice – Customer Consent to Professional Assessment and Price

When placing an order through the website or the web application at a collection point, the customer may, by selecting the “ShoeDOCTOR Choice” option, give explicit prior consent for the provider to:

  • independently determine the scope, method, and technology of the repair,
  • use functionally equivalent or technologically more suitable materials,
  • carry out the repair to the extent that, in the provider’s professional judgment, is necessary to achieve the best possible functionality and durability of the footwear.

By choosing the “ShoeDOCTOR Choice” option, the customer expressly acknowledges and agrees that:

  • no starting or estimated price is presented at the time of placing the order,
  • the final price of the service is not determined in advance,
  • the price is formed on the basis of the actual work performed, materials used, and complexity of the repair, in accordance with accepted professional practice.

By selecting “ShoeDOCTOR Choice”, the customer agrees that the provider will not provide any further notice regarding changes to the scope of work or the price of the service, except where continuing the repair would involve:

  • disproportionate cost in relation to the value of the footwear, or
  • a risk that the footwear would no longer be usable after the repair, or
  • circumstances in which the repair is not possible.

Confirmation of the “ShoeDOCTOR Choice” option means that the customer:

  • acknowledges that repair does not mean the creation of a new product,
  • acknowledges the possibility of changes in appearance, structure, stiffness, grip, or other characteristics of the footwear,
  • acknowledges the risks arising from the age, wear, or hidden defects of the existing shoe materials.

The “ShoeDOCTOR Choice” option does not exclude the provider’s responsibility for carrying out the service professionally, diligently, lawfully, and in accordance with the Obligations Code.

6. Contractor’s Liability

The provider warrants that the service will be performed professionally and in accordance with accepted professional practice.

The provider shall not be liable for damage or defects resulting from:

  • improper use or maintenance of the footwear,
  • interventions by third parties after the repair has been carried out,
  • normal wear and tear.

7. Home Order – Collection and Delivery by Delivery Service

A customer who places a home order through the website may choose collection by a delivery service organized by the provider.

From the moment the package is collected by the delivery service, ShoeDOCTOR d.o.o. shall not be liable for damage to, loss of, or delay of the package, unless the damage was caused by unsuitable packaging by the provider.

For any and all issues relating to delivery or collection, the seller shall be liable in accordance with the liability policy of the delivery service that performed the delivery service.

The customer must report damage or loss immediately to the delivery service, while the provider will provide support to the best of its ability.

8. Notification Procedure

After placing an order through www.shoedoctor.eu or the Shoetrace application, the customer receives a confirmation email or confirmation via the application.

If the footwear repair order was placed via the Shoetrace web application, the customer will receive a collection or dispatch notice once the repair is completed. If the order was placed via the website as a home order, the provider will dispatch the item after the service has been completed (if payment is cash on delivery) or send the invoice to the customer by email (for payment by bank transfer or card). The package will be dispatched no later than the fifth business day after payment has been received.

No later than within five business days, the provider will package the goods ordered in the online store, dispatch them, and notify the customer by email. The email contains an order summary stating the items ordered, the total price, and the telephone number and email address for customer contact, which may be used for any questions or comments relating to the order. The message also contains information on the return policy. If the ordered goods exceptionally cannot be delivered, the provider will immediately inform the customer and promptly refund all payments received, unless agreed otherwise.

9. Repair Time and Shipping Costs

The repair shall be completed within the agreed period, usually within 30 business days.

Shipping costs are charged according to the provider’s price list published at www.shoedoctor.eu.

10. Collection and Uncollected Footwear

The customer is obliged to collect the repaired footwear and pay for the service within a reasonable period after being notified that it has been completed.

If the customer does not collect the repaired footwear within 6 months from the date it was submitted for repair, the footwear may be discarded.

11. Right of Withdrawal (Consumers)

The consumer has the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which the consumer acquires physical possession of the goods, or on which a third party other than the carrier and indicated by the consumer acquires physical possession of the goods.

To exercise the right of withdrawal, the consumer must inform the company of the decision to withdraw from this contract by means of an unequivocal statement (for example, by letter sent by post or by email).

ShoeDOCTOR d.o.o., Predilniška cesta 16, 4290 Tržič, Slovenia, VAT ID: SI23435097, Email: info@shoedoctor.eu, Telephone: +386 4 59 20 200

In order for the withdrawal deadline to be met, it is sufficient that the notice concerning the exercise of the consumer’s right of withdrawal is sent before the withdrawal period has expired.

Notice shall be deemed timely if the shipment is dispatched within the deadline. The only cost borne by the consumer in connection with the withdrawal is the cost of returning the goods. The goods must be returned to the seller no later than 30 days from the date the notice of withdrawal from the contract (purchase) was sent. Products must be unused, undamaged, and in their original packaging, together with manuals and all warranty certificates. A copy of the original invoice must be enclosed with the return. The purchase price for returned items will be refunded to the consumer’s bank account, by postal order, or, by agreement, treated as a credit toward a future purchase. The money will be refunded immediately and no later than within 14 days.

The consumer may also use the Form for Exercising the Right of Withdrawal from the Contract, published at the bottom of this page (General Terms and Conditions), which is also available by email upon request or together with the confirmation email.

Goods may be returned in person or by post to: ShoeDOCTOR d.o.o., Predilniška cesta 16, 4290 Tržič, Slovenia. VAT ID: SI23435097.

The right of withdrawal does not apply to repair services that have been carried out at the explicit request of the consumer, nor to goods customized according to the consumer’s instructions.

12. Complaints

Complaints may be made regarding material defects in the materials installed and in the work performed by the provider, but not regarding pre-existing original materials. The seller shall not be liable for defects and any resulting damage caused by improper use or maintenance of the product. Wear and tear caused by use cannot be grounds for a complaint.

The cost of shipping returned goods shall be borne by the sender, and the products must be returned to the seller’s address.

13. Lack of Conformity of Goods

The seller is liable for any lack of conformity of the goods that exists at the time of delivery and becomes apparent within two years from delivery. This also applies to goods with digital elements.

Goods are in conformity with the contract where, in particular:

  • they correspond to the description, type, quantity, and quality, and possess the functionality, compatibility, interoperability, and other characteristics as set out in the contract of sale,
  • they are fit for any particular purpose for which the consumer requires them and which the consumer made known to the seller no later than at the time of conclusion of the contract of sale, and which the seller accepted,
  • they are supplied together with all accessories and instructions, including installation instructions, as specified in the contract of sale,
  • they are updated as specified in the contract of sale.

If the goods do not meet the above requirements, they shall be deemed non-conforming.

Consumer rights in the event of lack of conformity:

  • if the consumer notifies the seller of a lack of conformity, the consumer has the right to request that the seller remedy the lack of conformity free of charge (by repair or replacement),
  • if remedying the lack of conformity is impossible or is not carried out within a reasonable time, the consumer may request a proportionate reduction in the price,
  • if the lack of conformity is substantial, the consumer may also withdraw from the contract and request a refund of the amount paid.

The consumer shall first be entitled to request that the seller restore conformity of the goods free of charge, either by repair or replacement. If this is not possible, or if it is not carried out within a reasonable time or causes significant inconvenience to the consumer, the consumer may request a price reduction or withdraw from the contract and demand a refund.

The consumer must notify the seller of the lack of conformity of the goods with a precise description of the lack of conformity no later than two months from the date on which the lack of conformity was discovered.

The seller bears all costs of restoring the conformity of the goods, in particular the costs of shipping, transport, labour, and materials.

Liability period:

The seller is liable for lack of conformity that becomes apparent within two years from delivery of the goods. If the lack of conformity becomes apparent within one year from delivery, it is presumed that the lack of conformity already existed at the time of delivery, unless the seller proves otherwise.

Form for return of non-conforming goods:

For easier exercise of rights, the consumer is provided with a Form for Returning Non-Conforming Goods, in which the consumer states:

  • company and consumer details,
  • a description of the lack of conformity,
  • the selected remedy sought (repair/replacement, price reduction, or withdrawal from the contract).

The form is available on our website in the “General Terms and Conditions” section, or the consumer may also obtain it by email upon request.

14. Complaints and Out-of-Court Dispute Resolution

The customer may send a complaint by email or by post.

The provider will make every effort to resolve disputes amicably and by mutual agreement.

The provider does not recognize any out-of-court consumer dispute resolution provider as competent; however, consumers may use the ODR platform: https://ec.europa.eu/consumers/odr

15. Disclaimer

The provider strives to keep the information up to date and accurate; however, product photographs and descriptions are for illustrative purposes only.

The provider shall not be liable for any errors in descriptions, prices, or specifications, unless they are the result of the provider’s gross negligence.

16. Personal Data Protection

Personal data are processed in accordance with the GDPR and ZVOP-2. The Privacy Policy is published on the provider’s website.

17. Legal Notice

The online store www.shoedoctor.eu, all data, product images, and graphics displayed on the website are protected by copyright law and may not be reproduced or used without prior written permission. The trademarks and logos of recognized companies remain the property of their respective owners.

18. Liability

The provider of www.shoedoctor.eu endeavours to ensure that the online store contains accurate and up-to-date information. Nevertheless, errors may occur in product information, prices, or stock levels.

In such a case, the company will immediately inform the customer. If the product cannot be delivered, or if an obviously incorrect price has been published, or if a technical system error has occurred, the company reserves the right not to fulfil the order. If the customer has already made payment, the company will refund the full amount without delay and without any cost to the consumer.

19. Competent Court

The court in Kranj shall have jurisdiction over all disputes.