Document

Complaints procedure

What to do when something is not right — with goods, with online content and with classes.

1. What this procedure covers

It sets out how to exercise your rights arising from defective performance against the seller:

NýRao s. r. o.,
Jahodová 3199/11, 900 28 Ivanka pri Dunaji, Slovakia,
Company ID: 55 341 349, Tax ID: 2121948103,
registered in the Commercial Register of the Bratislava III City Court, Section Sro, Insert No. 168140/B.
E-mail: gabi@wholeyoubygabi.sk · Phone: 0908 107 122

It applies to everything you can buy from us:

goods — mats, clothing, incense sticks and accessories,

online content — individual videos, recordings, breathing exercises, programmes and memberships,

classes and sessions — group, private, at Inner Temple, at your home and online,

multi-day events and courses, if offered,
passes and gift vouchers.

It is governed by the Civil Code and by Act No. 108/2024 Coll. on consumer protection. It forms an inseparable part of the terms and conditions.
If you buy as a business on your company ID, consumer rights do not apply and the Commercial Code governs instead.

2. When something counts as a defect

Goods are defective if they do not match the description, quantity, quality or functionality agreed in the order, do not have the qualities normally expected of such goods, are not fit for the usual purpose, or were not delivered with the accessories and instructions that belong to them. The seller is liable for defects the goods have on receipt and for those that appear within 24 months of receipt.

Online content is defective if it cannot be played, is incomplete or damaged, does not match the description, does not work on a common device and browser, or was not made available at the agreed time.

Membership and other content supplied continuously — the seller is liable for the content being in accordance with the contract throughout the whole period of supply, not only when it is first made available.

Updates

For online content we supply the updates needed to keep the content working — for example when a browser or an operating system changes. If we do not supply them and the content stops working as a result, that is a defect.
A class or a session is defective if it did not take place at the agreed time or place, was substantially shorter than stated, was led by someone else without our telling you in advance, did not provide the promised scope or props, or exceeded the stated number of participants.

Burden of proof

If a defect in goods appears within 12 months of receipt, the goods are presumed to have been defective already on receipt — you do not have to prove anything. For online content supplied continuously, this presumption applies throughout the period of supply.

3. What is not a defect

ordinary wear and tear corresponding to the age and the way the item has been used,
damage caused by incorrect use, unsuitable care or the intervention of a third party,
in natural materials, shade, grain and small variations that are a property of the material, not a fault,
a defect for which a discount was given and which you were expressly told about when buying,
the fact that an exercise, a class or a technique did not meet a personal expectation — that, sadly, we cannot judge,
a loss of access on the side of your device or your internet connection,
a short outage of the website for maintenance or a technical fault that does not substantially prevent access.

4. Who can make a complaint

A complaint is made by the person who bought the goods or the service. If you were given the goods or a voucher as a present, it is enough to tell us the order number or the name of the person who bought it — we will trace it.

A proof of purchase is not a condition. Any evidence that you bought from us will do — the confirmation e-mail, the order number, a bank statement, a record in My space.

5. How and where 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,
for goods, a photograph of the defect if possible,
for online content, the device and the browser on which it happens,
how you would like it resolved.

Please send or bring the goods in only after we have agreed it — we will write and tell you where and how. Please do not send them cash on delivery; we cannot accept such a parcel.

6. What you can ask for

For goods you choose between repair and replacement with a new item.

The seller may choose the other remedy — or, instead of both, refund the money — if your choice is impossible or would be disproportionately costly compared with the other. The value of the goods, the seriousness of the defect and whether the other remedy can be provided without significant difficulty for you are all taken into account. We will always tell you the reason.

We sell goods in small quantities and some pieces are unique or from a limited run. If we do not have the same piece and cannot obtain it within a reasonable time, replacement is not possible — then we will offer a repair, and if that is not possible either, a reasonable discount or a refund.

Both repair and replacement are free of charge for you and we will deal with them within a reasonable time, and within 30 days at the latest.

Only when neither repair nor replacement helps do these come into play:

a reasonable discount on the price, or
withdrawal from the contract and a refund.

You are entitled to them if we refuse to remove the defect, do not remove it within a reasonable time or without difficulty for you, the same defect appears again, or the defect is so serious that neither repair nor replacement makes sense. You cannot withdraw from the contract over a minor defect — there, repair, replacement or a discount is what applies.

For online content and membership the order is the same: first bringing it into conformity — making it available, repairing it, replacing the file — and only then a discount or withdrawal. For a membership, the discount is calculated for the period during which the content did not work.

For a class or a session we will offer an alternative date. If none suits you, we will refund the price you paid, or return the class to your pass — depending on how you paid. If the class took place but in a substantially smaller scope than stated, a reasonable discount comes into play.

7. Time limits

How long you have to complain. For goods, 24 months from receipt. For online content bought as a one-off, 24 months from being made available. For a membership, at any time during the period of supply. For a class, without undue delay after the defect appears.

Acknowledgement. We will confirm receipt of your complaint without undue delay, at the latest together with the document on how it was dealt with.

Settlement. If the complaint is straightforward, we deal with it at once; in more complex cases within three working days. In any event no later than 30 days from the day the complaint was made. If we were to miss the deadline, you have the right to withdraw from the contract or to ask for a replacement.

You will receive a written document about the outcome — by e-mail or on paper, depending on how you made the complaint.

8. How a complaint is settled

A complaint is considered settled when we hand over repaired goods, replace them, refund the price, give a discount, provide substitute performance, or when we reject it with reasons. If we reject it, we will write to you explaining why — not in a single sentence, but in a way you can understand and, if you wish, challenge.

If we need an expert opinion to assess it, we will tell you, and it will not take us past the 30-day limit.

9. Costs

We will reimburse the costs reasonably incurred in making a justified complaint — including the postage for sending the goods. Please send us the receipt.

For an unjustified complaint we do not charge for the assessment; the cost of sending the goods back to you is yours in that case.

10. Refunds

We refund money within 14 days of settling the complaint, by the same means you paid, unless we agree otherwise.

11. Specific situations

The goods arrived damaged in transit. If the packaging is damaged, please make a record with the courier on receipt and let us know. We can deal with it without a record too — the record only speeds it up.

Unsealed hygiene goods. If they have a defect, you can complain regardless of the packaging being opened. Returning them without a reason within 14 days is no longer possible once unsealed — that is a different matter and it is in the terms and conditions.

A video will not play. Write to us saying which device and which browser. Usually we can sort it out the same day. If we cannot, point 6 applies.

Access did not unlock after payment. Get in touch — we will unlock it by hand. If that does not happen within 24 hours of payment, it is a defect.

A membership did not work for part of the period. We will extend it by that time, or refund a proportionate part. You do not have to prove the burden.

A class from a pass did not take place. We will put the class back on the pass and extend the pass by the time during which no classes were held.

The same defect appeared for the third time. At that point you no longer have to agree to another repair and you can ask for a replacement, a discount or withdrawal.

12. What a complaint is not

A complaint deals with a defect in performance. It does not replace:

cancelling a booking — the 24-hour limit in the terms and conditions applies to that. If you did not come to a class or cancelled it late, it is not a defect and the price is not refunded,

withdrawal from the contract within 14 days without giving a reason — that is a separate right when buying at a distance and it is described in the terms and conditions,

changing your mind about whether a given type of class or content suits you.

If you are not sure which of these fits your situation, write to us — we will advise you and will not send you back and forth between documents.

13. If you disagree with how it was settled

Get in touch — if we judged something hastily, we will gladly look at it again.

You also have the right to ask the seller to put things right. If we answer in the negative or do not answer within 30 days, you can file a proposal for alternative dispute resolution under Act No. 391/2015 Coll.

ADR body: the Slovak Trade Inspection, Central Inspectorate, Department of International Relations and Alternative Consumer Dispute Resolution, Bajkalská 21/A, p. o. box 29, 827 99 Bratislava 27, ars@soi.sk. You can also file through another body on the list kept by the Ministry of Economy of the Slovak Republic. The proceedings are free for you or cost at most €5.
The European ODR platform ceased operating on 20 July 2025 and is no longer used.

The supervisory authority is the Slovak Trade Inspection, Inspectorate for the Bratislava Region, Bajkalská 21/A, P. O. BOX 5, 820 07 Bratislava.

The seller is not obliged to enter into out-of-court dispute resolution; your right to go to court remains.

14. Records of complaints

We keep a record of every complaint — when it was made, what it concerned, and how and when it was settled. We keep the record for the period required by law.

15. Final provisions

We may change this complaints procedure. The wording in force at the time a complaint is made always applies to that complaint.

It is valid and effective from 11 October 2026.