Löwenbooks

Complaints Procedure

The Complaints Procedure governs the manner and conditions for asserting complaints regarding services and digital content purchased on the Löwenbooks platform operated at https://lowenbooks.cz/ (hereinafter the “Platform”) by the entrepreneur

Löwenware s.r.o.

Company ID: 06203051

with its registered office at U Jezu 525/4, Liberec IV-Perštýn, 460 01 Liberec

registered in the Commercial Register kept by the Regional Court in Ústí nad Labem, Section C, Insert 39870

contact e-mail: books@lowenware.com

contact phone: +420 775 422 922

website: https://lowenbooks.cz/ (hereinafter the “Website”)

(hereinafter the “Operator”)

ADDRESS FOR SUBMITTING COMPLAINTS:

books@lowenware.com, or via the technical support chat in the Platform

This Complaints Procedure applies exclusively in relation to a natural person who concludes a contract with the Platform with the Operator as an entrepreneur as a User outside the scope of their business activity, i.e. as a consumer (hereinafter the “User”), or who concludes an Author–Reader Contract with an Author acting within their business activity as an entrepreneur as a Reader outside the scope of their business activity, i.e. as a consumer (hereinafter the “Author” and “Reader”) through the Platform.

Platform Contract

What defects can be complained about?

  1. The Operator is liable to Users for providing the Platform and Platform services without defects and for the agreed purpose for the duration of an active User Account. If the Platform exhibits defects (for example, it is not possible to purchase Books, read Books on the Platform or create new Books on the Platform), the User is entitled to notify the Operator of such defect.

  2. Users may notify such defects of the Platform as manifested at a time when the User had an activated User Account.

  3. The User acknowledges that for proper use of the Platform they must have adequate hardware and software (in particular a device with an internet browser) and a stable connection to the internet network. The Platform is available in the following languages: CS, SK, EN.

  4. A User who is a consumer has the right to reimbursement of reasonably incurred costs associated with asserting a complaint. The Operator is not obliged to reimburse these costs to the User if the User did not assert them within the period set by the Civil Code (no later than within 1 month after the expiry of the period for asserting the defect).

  5. Rights arising from defective performance do not belong to the User if they themselves caused the defect. A defect is not subjective dissatisfaction with Platform services, nor non-performance of obligations by other Users; in such cases rights arising from defective performance likewise do not belong to the User.

What is the warranty period?

  1. The User must make a complaint about defects in Platform services without undue delay after learning of the defect. If the User is a consumer, they may complain about Platform services for the duration of their User Account and further within 24 months of its cancellation. This period does not run for the time during which the Reader cannot use the Book, where the defect was notified justifiably.

What rights arising from defective performance does the User have?

  1. A User who is a consumer may demand a discount from the price paid to the Operator for services and use of the Platform, or withdraw from the Platform Contract, in the following cases: if the Operator fails to remedy the defect within the period (or it follows from the circumstances of the case that the Operator will not remedy the defect within the period, or remedying the defect would cause the User unreasonable difficulty), if the notified defect reappears, or if it is such a significant defect that it can be regarded as a material breach of the Platform Contract.

  2. If the User withdraws from the contract, their User Account will be cancelled and they will be prevented from further use of the Platform.

How to proceed with a complaint?

  1. A registered User may make a complaint via the support chat; an unregistered User via e-mail: books@lowenware.com.

  2. When asserting a complaint, the User is obliged to identify the defect, or describe how the defect manifests itself, when the User discovered it and in what manner they request the complaint to be handled.

  3. When a complaint is asserted, the Operator shall issue the User a confirmation stating the date on which the User asserted the complaint, its content, the manner of handling requested by the User and the User’s contact details for the purpose of providing information on the handling of the complaint.

  4. The Operator is obliged to handle the complaint including remedying the defect and inform the User thereof within 30 days of the date the complaint was asserted, unless a longer period is agreed with the User. After futile expiry of this period, the User is entitled to withdraw from the Platform Contract. The User’s rights and obligations under the Author–Reader Contract are not thereby affected, nor are the rights and obligations concerning the Operator’s remuneration.

  5. The Operator is also obliged to issue the User a confirmation of the date and manner of handling the complaint, including confirmation of the repair performed, the duration of the complaint procedure, or a written statement of reasons for rejection of the complaint.

Author–Reader Contract

What defects can be complained about?

  1. The Author is liable for defects of the Book that it had when made available. The Author is liable to the Reader in particular for ensuring that the Book

    a. is fit for the purpose for which the Reader requires it and with which the Author has agreed

    b. corresponds to the agreed description, scope and quality and other agreed characteristics

    c. is digital content fit for the purpose for which digital content of that kind is usually used, also with regard to third-party rights, legal regulations, technical standards or codes of conduct of the given sector, failing technical standards, and corresponds to the usual characteristics of digital content of the same kind that the Reader may reasonably expect, also with regard to public statements made by the Author or another person in their contractual chain, in particular in advertising or labelling

    d. the digital content corresponds to the preview that the Author made available before conclusion of the Author–Reader Contract, and

    e. where the Author uploads the Book to the Platform already as a finished file, it corresponds to the agreed functionality, compatibility and interoperability. Where the Book is created directly within the Platform or the absence of these characteristics is caused by a technical defect of the Platform, the Operator is liable for the characteristics stated in this point.

Whether a defect is on the Author’s side or on the Operator’s side is decided exclusively by the Operator.

  1. Rights arising from defective performance do not belong to the Reader if they themselves caused the defect. A defect is not subjective dissatisfaction with the Book (i.e. failure to meet a subjective expectation); in such a case rights arising from defective performance likewise do not belong to the Reader.

What is the warranty period?

  1. The User must make a complaint about defects of the Book without undue delay after learning of the defect. If the User is a consumer, they may complain about the Book within 24 months of it being made available. If a defect manifests itself within 1 year of the Book being made available, it is presumed that the Book was defective already when made available. This period does not run for the time during which the Reader cannot use the Book, where the defect was notified justifiably.

What rights arising from defective performance does the Reader have?

  1. If the Book has a defect, the Reader may demand its remedy, unless this is impossible or disproportionately costly; this is assessed in particular with regard to the significance of the defect and the value the Book would have without the defect.

  2. If liability for the defect lies with the Author, the Author shall remedy the defect within a reasonable time after it is notified so as not to cause the Reader considerable difficulty, taking into account the nature of the Book and the purpose for which the Reader required it.

  3. A Reader who is a consumer may demand from an Author who is an entrepreneur a reasonable discount from the price of a paid Book or withdraw from the contract if

    a. the Author has not remedied the defect or it is clear from the Author’s statement or from the circumstances that the defect will not be remedied within a reasonable time or without considerable difficulty for the Reader

    b. the defect reappears after remedy, or

    c. the defect is a material breach of the contract.

The Reader may not withdraw from the Author–Reader Contract if the defect of the Book is insignificant; a defect is presumed not to be insignificant.

  1. If the customer withdraws from the Author–Reader Contract, the Author may prevent further use of the Book, in particular by making it unavailable to them. If the Reader withdraws from the contract, they shall refrain from using the Book, including providing it to a third party.

How to proceed with a complaint?

  1. The Reader may make a complaint via the support chat, or via e-mail: books@lowenware.com.

  2. When asserting a complaint, the Reader is obliged to identify the defect, or describe how the defect manifests itself, when the Reader discovered it and in what manner they request the complaint to be handled.

  3. When a complaint is asserted, the Operator shall issue the Reader a confirmation stating the date on which the Reader asserted the complaint, its content, the manner of handling requested by the Reader and the Reader’s contact details for the purpose of providing information on the handling of the complaint.

  4. The Operator shall assess whether the defect is on the Operator’s or the Author’s side.

    a. If the defect is on the Platform Operator’s side, it shall handle the Reader’s complaint including remedying the defect and inform the Reader thereof within 30 days of the date the complaint was asserted through the User Account and by e-mail, unless a longer period is agreed with the Reader. The Operator is obliged to issue the Reader a confirmation of the date and manner of handling the complaint, including confirmation of the repair performed, the duration of the complaint procedure, or a written statement of reasons for rejection of the complaint, and to inform the Author concerned of these facts as well. After futile expiry of this period, the Reader is entitled to withdraw from the Author–Reader Contract and the Operator is obliged to pay the Reader an amount equal to the Book price paid by the Reader. The Reader shall send the withdrawal to the Operator at the Operator’s e-mail address in the heading of these Terms. The Book price will be paid to the Reader by the Operator within 14 days to the account from which they paid the Book price, unless otherwise agreed with the Operator and provided this entails no costs for the Reader.

    b. If the defect is not on the Operator’s side, it shall call on the Author to state their position. On the basis of assessment of the Author’s position, the Operator shall call on the Author to remedy the defect. The Author is obliged to remedy the defect within 30 days of delivery of the call from the Operator. After futile expiry of this period, the Reader is entitled to withdraw from the Author–Reader Contract. The Reader shall send the withdrawal to the Operator at the Operator’s e-mail address in the heading of these Terms. The Book price will be paid to the Reader by the Operator within 14 days to the account from which they paid the Book price, unless otherwise agreed with the Operator and provided this entails no costs for the Reader. In such a case, the Operator has the right to demand reimbursement from the Author and is entitled to deduct the relevant amount from the Author’s payout.

This Complaints Procedure is valid and effective from 31.8.2026.