- Overview and Scope
This Cancellation and Refund Policy governs the contractual relationship between SERVIS KOKALJ ALEŠ KOKALJ s. p. (hereinafter referred to as “the Provider”, “we”, “us”, or “our”) and the client (hereinafter referred to as “the Client” or “you”) regarding television repair and on-site technical services booked through www.serviskokaljales.com.
By booking our services and paying the required service deposit, you acknowledge that you have read, understood, and agreed to be bound by the terms outlined in this Policy, in compliance with the applicable laws of the Republic of Slovenia and the European Union, including the Slovenian Consumer Protection Act (Zakon o varstvu potrošnikov – ZVPot-1) and EU Directive 2011/83/EU on Consumer Rights.
- Service Booking and Deposit Structure
Our standard service workflow comprises the following operational stages:
Deposit Payment: The Client pays an initial service deposit via our online checkout system to secure a preliminary service slot and initiate the request.
Consultation and Scoping: Following deposit payment, the Client contacts us or is contacted via our web inquiry form to discuss specific repair requirements, technical symptoms, and preliminary cost assessments.
On-Site Execution: Upon mutual agreement of the service scope and estimated quotation, our technician performs the on-site television repair service at the designated location.
Project Handover: The service is completed, tested, and handed over to the Client, at which point the remaining balance for the service is due.
The initial payment functions strictly as a non-refundable service booking and diagnostic deposit, covering the administrative coordination and scheduling of the on-site technician.
- Right of Withdrawal and Cancellation (EU Consumer Rights)
3.1. Statutory Withdrawal Period
For contracts concluded at a distance (online), consumers residing within the European Union generally hold a statutory right to withdraw from the contract within 14 days from the day of the conclusion of the service contract, without providing any reason, pursuant to Article 124 of the Slovenian Consumer Protection Act (ZVPot-1) and Article 9 of EU Directive 2011/83/EU.
3.2. Express Request for Commencement of Services
Because our services involve scheduled on-site visits and immediate diagnostic work, the Client may expressly request during the booking process that the service performance or on-site preparation commence before the expiration of the 14-day statutory withdrawal period.
3.3. Loss of Right of Withdrawal
In accordance with Article 130 of the Slovenian Consumer Protection Act (ZVPot-1) and Article 16(a) of EU Directive 2011/83/EU, the Client explicitly acknowledges and agrees that the right of withdrawal ceases once the service has been fully performed, provided that the performance began with the consumer’s prior express consent and with the acknowledgment that they will lose the right of withdrawal once the contract has been fully performed by the Provider.
If the service has been partially performed, but not yet fully completed at the time of cancellation by the Client, the Client shall pay the Provider an amount that is in proportion to what has been provided up to the time the Client communicated withdrawal, in comparison with the full coverage of the contract.
- Cancellation by the Client
4.1. Cancellation Prior to Technician Dispatch
If the Client cancels the service booking prior to the dispatch of our technician or before the commencement of on-site work, cancellation requests must be submitted in writing via email to among@serviskokaljales.com.
Cancellations made at least 48 hours prior to the scheduled on-site appointment shall be eligible for a refund of the initial deposit, less any applicable administrative or payment processing transaction costs incurred.
Cancellations made less than 48 hours before the scheduled appointment time represent a reservation holding block during which specialized technical resources are allocated. Consequently, the initial deposit is retained by the Provider to cover logistical allocation costs.
4.2Cancellation After Technician Arrival
If our technician arrives at the scheduled location and the Client cancels the service, refuses entry, or if the television unit is found to be unrepairable due to undisclosed pre-existing severe physical damage or circumstances beyond our control, the initial deposit and a standard on-site travel and diagnostic fee shall be retained by the Provider.
- Cancellation by the Provider
The Provider reserves the right to cancel or reschedule any service appointment due to unforeseen operational constraints, force majeure events, technician unavailability, or technical safety considerations. In the event of cancellation by the Provider prior to service execution:
The Client will be notified promptly via the contact information provided during booking.
The Client will be offered an alternative appointment date or a full refund of any deposit paid, processed via the original method of payment.
The Provider shall not be held liable for any indirect costs, incidental losses, or inconveniences arising from the rescheduling or cancellation of an appointment.
- Refund Procedures and Processing
6.1. Eligibility Review
All refund claims must be submitted in writing to among@serviskokaljales.com accompanied by the original booking reference number, proof of payment, and a detailed explanation of the reason for the refund request. Each request is subject to review against our operational logs and the terms of this Policy.
6.2. Processing Timelines
Approved refunds will be processed without undue delay and executed exclusively through the original payment instrument used for the transaction (Stripe payment gateway). Depending on the issuing financial institution, funds typically reflect in the Client’s account within 5 to 10 business days following the approval confirmation.
6.3. Non-Refundable Items
Custom diagnostic labor already executed on-site.
Completed technical services and delivered project handovers.
Third-party component parts specifically procured for the Client’s custom repair request after explicit approval.
- Dispute Resolution and Governing Law
7.1. Governing Law
This Policy and any contractual disputes arising out of or in connection with it shall be governed by, construed, and interpreted in accordance with the laws of the Republic of Slovenia and applicable European Union legislation, without giving effect to any choice of law principles.
7.2. Jurisdiction
Any disputes, controversies, or claims arising from or relating to these terms, their breach, termination, or validity shall be submitted to the exclusive jurisdiction of the competent courts located in Slovenia, subject to mandatory consumer protection laws granting consumers the right to bring proceedings in their local jurisdiction.
7.3. Online Dispute Resolution (ODR)
In accordance with Regulation (EU) No 524/2013, the European Commission provides an Online Dispute Resolution platform for resolving consumer disputes, accessible via the official EU web portal: https://ec.europa.eu/consumers/odr. The Provider maintains an email contact of among@serviskokaljales.com for direct communication regarding dispute resolution matters.
- Amendments to This Policy
The Provider reserves the right to modify, amend, or update this Cancellation and Refund Policy at any time to reflect changes in regulatory requirements, operational procedures, or commercial practices. Any modifications will be published directly on www.serviskokaljales.com with a revised effective date. Continued use of our website and booking services following the posting of changes constitutes acceptance of the revised terms.
