Document
Complaints procedure
How to make a complaint and withdraw from a contract — classes, courses and goods.
What this procedure covers
This complaints procedure sets out how to exercise your rights in respect of defective performance against the seller:
NýRao s. r. o., Jahodová 3199/11, 900 28 Ivanka pri Dunaji, Slovakia, Company No.: 55 341 349, Tax No.: 2121948103, entered in the Commercial Register of the Bratislava III City Court, section Sro, insert no. 168140/B.
E-mail: gabi@wholeyoubygabi.sk · Phone: +421 908 107 122
It covers goods, online content (videos, programmes, breathing exercises, memberships) and classes and private sessions. It is governed by the Slovak Civil Code and Act No. 108/2024 Coll. on consumer protection.
When something counts as a defect
Goods are defective if they do not match the description, quantity, quality or functionality agreed in the order, or are not fit for their usual purpose. The seller is liable for defects present on delivery and for those that appear within 24 months of delivery. If a defect appears within 12 months, the goods are presumed to have been defective on delivery.
Online content is defective if it will not play, is damaged or incomplete, differs substantially from the description, or has not been made available to you although payment has been received.
A class or session is defective if it did not take place at the agreed time and place, or differed substantially from what was described.
Ordinary wear and tear is not a defect, nor is damage caused by improper use or unsuitable care, nor the fact that a class did not meet a personal expectation — that, unfortunately, is not something we can assess.
How to make a complaint
By e-mail is quickest: gabi@wholeyoubygabi.sk. By post to the registered address, or in person at Inner Temple, Kollárova 20, Pezinok, works too.
So that we can settle it first time, please include:
- your name and contact details,
- the order number or the date of purchase,
- what the complaint concerns and what the problem is,
- a photograph of the defect where goods are involved, if possible,
- how you would like it resolved.
Please send or bring the goods only once we have agreed it — we will tell you where and how. Please do not send them cash on delivery; we cannot accept such a parcel.
Time limits
Receipt of your complaint will be confirmed without undue delay, at the latest together with the record of how it was settled.
If the complaint is straightforward we will settle it immediately; in more complex cases within three working days. In every case within 30 days of the day the complaint was made. If we fail to meet that deadline, you have the right to withdraw from the contract or to demand a replacement.
You will receive a written record of the outcome — by e-mail or by post.
How a complaint is settled
For goods you may choose between repair and replacement, unless the chosen option is impossible or disproportionately costly. If we cannot remedy the defect within a reasonable time, if it recurs, or if it is a serious defect, you have the right to a reasonable discount or you may withdraw from the contract and have your money back.
For online content we will first remedy the defect — make the content available, replace a damaged file, or extend your access by the time it was unavailable. If that cannot be done within a reasonable time, you have the right to a discount or to withdraw from the contract.
Where a class did not take place, we will offer an alternative date. If none suits you, we will refund the price paid.
Refunds are made within 14 days of the complaint being settled, by the same means you paid, unless we agree otherwise. Reasonable costs incurred in making a justified complaint will be reimbursed.
If you disagree with the outcome
Get in touch — if we judged something too hastily, we will gladly look at it again.
You also have the right to ask the seller to put things right. If we respond negatively or do not respond within 30 days, you may submit a proposal for alternative dispute resolution under Act No. 391/2015 Coll.
The ADR body is the Slovak Trade Inspection Authority, Central Inspectorate, Department for International Relations and Alternative Consumer Dispute Resolution, Bajkalská 21/A, p. p. 29, 827 99 Bratislava 27, ars@soi.sk. You may also submit your proposal through any other body on the list kept by the Ministry of Economy of the Slovak Republic. The procedure is free of charge for you, or costs no more than €5.
The supervisory authority is the Slovak Trade Inspection Authority, Inspectorate for the Bratislava Region, Bajkalská 21/A, P. O. BOX 5, 820 07 Bratislava.
This complaints procedure is valid and effective from 9 September 2026. It is a translation of the Slovak original; in the event of any discrepancy, the Slovak version prevails.