Terms and Conditions

1. Introductory provisions

1. These general terms and conditions (hereinafter the “T&Cs”) govern the rights and obligations of the provider and the customer in the provision of the technical-support subscription under the NetVit brand.
2. Provider: Various s. r. o., with its registered office at Tallerova 4, 811 02 Bratislava – Staré Mesto, Company ID (IČO): 57 704 449, Tax ID (DIČ): 2122892420, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No. 200824/B. We are not registered for VAT. Contact: podpora@netvit.eu, website netvit.eu.
3. The customer is a natural person who orders the service outside the scope of their business activity (a consumer), or a person who orders the service in the course of their business. The provisions on consumer rights apply only to consumers.
4. The contract is concluded in the Slovak language. Translations of the T&Cs into other languages are for information only.

2. Subject of the service

1. The subject of the contract is a technical-support subscription for the agreed period: advice, diagnostics and help with solving problems with internet connections, home networks, computers, mobile devices, printers, e-mail and accounts, setting up new devices, and basic security.
2. Support is provided remotely – by phone, by e-mail and, for plans that include it, also as remote assistance on the customer’s device.
3. The scope of support is determined by the selected plan:

4. A request is one problem, from the moment it is reported until it is resolved or until the next steps are recommended. Repeated contact about the same problem is considered the same request. The number of requests is counted per calendar month of the subscription; unused requests do not carry over.
5. The response time is the time from the reporting of a request (during availability hours) until the provider’s first expert reply. It is not a deadline for resolving the problem.
6. The service does not include, in particular: technician visits and on-site work, repair or replacement of hardware, supply of goods, licences and third-party services, recovery of data from damaged media, work on wiring and installations, or the services of internet providers or other suppliers. Such work may be agreed separately; the provider will announce its price in advance and it will be carried out only with the customer’s consent.
7. The provider undertakes to provide the service with professional care. Given the nature of the service (third-party devices and services), the provider does not guarantee that every problem will be resolved; it undertakes to make reasonable efforts and to recommend the next steps.

3. Conclusion of the contract

1. The customer orders the service on the provider’s payment page, to which they receive a link (by SMS or e-mail), or on the basis of an agreement with the provider.
2. Before the order is submitted, the customer is shown the selected plan, the period, the total price and these T&Cs. The customer enters their e-mail address and confirms that they have read the T&Cs.
3. The contract is concluded at the moment the customer submits the order using the “Order with obligation to pay” button or a button with the same meaning. The provider confirms the conclusion of the contract by e-mail together with these T&Cs.
4. The subscription period begins on the day the payment is credited, unless the parties agree otherwise.

4. Price and payment terms

1. Prices are stated in euros and are final. We are not registered for VAT.
2. The price is paid in advance for the entire selected period (1, 6 or 12 months), either:
   • by bank transfer to the provider’s account – with the customer’s variable symbol and the specific symbol of the payment request (the details are filled in automatically when paying by QR code), or
   • by payment card via the Stripe payment gateway.
3. Once the payment is credited, the provider issues an invoice and sends it to the customer by e-mail.
4. The provider never automatically charges the customer’s card or account.

5. Duration and renewal of the subscription

1. The contract is concluded for a fixed term – the paid period – and terminates when that period expires.
2. The subscription does not renew automatically. Before the end of the period, the provider sends the customer a payment request with a link to pay for the next period. Paying the request creates a new contract for the next period under the terms valid at the time of the request.
3. If the customer does not pay the request, the provision of support ends when the paid period expires. Not paying the request is not a breach of contract and gives rise to no penalties.
4. The customer chooses a change of plan when paying for the next period.

6. Rights and obligations of the parties

1. The customer provides truthful contact details and the necessary cooperation when a request is being resolved (a description of the problem, access to the device, carrying out the recommended steps).
2. Remote assistance takes place only with the customer’s express consent and only while a request is being resolved. The customer starts the connection themselves and may end it at any time. The provider does not access the customer’s data beyond what is strictly necessary to resolve the request.
3. Before any intervention on a device, the customer is obliged to have their important data backed up; the provider will remind them of this.
4. The customer provides access credentials (passwords) only when strictly necessary, and it is recommended that they change them after the request has been resolved.
5. The provider may refuse a request that is contrary to the law, infringes the rights of third parties (e.g. circumventing licences or content protection) or exceeds the scope of the plan.

7. Liability

1. The provider is liable for damage caused by a breach of its obligations in accordance with generally binding legal regulations.
2. The provider is not liable for defects in or outages of third-party devices, software and services (e.g. the internet provider), nor for the consequences of steps taken by the customer contrary to the provider’s instructions.
3. This article does not affect the consumer’s rights granted by law which cannot be excluded or limited by contract.

8. Withdrawal from the contract

1. A consumer has the right to withdraw from the contract without giving any reason within 14 days of its conclusion. The procedure, a model form and the consequences of withdrawal are set out in the Withdrawal from Contract document, which forms part of these T&Cs.
2. If the consumer expressly requests that the provision of the service begin before the withdrawal period expires and then withdraws from the contract, they shall pay a proportionate part of the price for the service provided up to the withdrawal.

9. Complaints

Rights arising from liability for defects in the service and the complaints procedure are governed by the Complaints Procedure.

10. Personal data protection

The processing of personal data is described in the Privacy Policy.

11. Alternative dispute resolution and supervision

1. If the consumer is not satisfied with how a complaint was handled or believes that the provider has violated their rights, they may contact the provider with a request for redress. If the provider rejects the request or does not reply within 30 days, the consumer may file a petition to initiate alternative dispute resolution with an ADR body, in particular the Slovenská obchodná inšpekcia (Slovak Trade Inspection) (www.soi.sk) or another authorised body from the list kept by the Ministry of Economy of the Slovak Republic.
2. Supervision of compliance with consumer rights is carried out by Slovenská obchodná inšpekcia (Slovak Trade Inspection), SOI Inspectorate for the Bratislava Region, Bajkalská 21/A, P. O. BOX 5, 820 07 Bratislava, www.soi.sk.

12. Final provisions

1. Legal relations not governed by these T&Cs are governed by the laws of the Slovak Republic, in particular the Slovak Civil Code and consumer protection regulations.
2. The provider may amend the T&Cs. An amendment does not apply to a period already paid for; for the next period, the version of the T&Cs in effect at the time of the payment request applies.
3. These T&Cs are effective from 1. 12. 2026.