Terms and conditions and complaints procedure
The conditions under which we provide our services and the procedure for filing a complaint. Set out clearly and without unnecessary legal clutter.
1. Introductory provisions and provider
These general terms and conditions (the “Terms”) govern the rights and obligations in the provision of services by:
TIPTECH s. r. o.
Registered office: Hlavná 143/28, 033 01 Podtureň, Slovakia
Company ID (IČO): 57475105
Registered in the Commercial Register of the District Court Žilina, section: Sro, insert No. 90385/L
Managing director: Bc. Peter Púchovský
Contact: info@tiptech.sk, 0940 001 801
(the “provider”)
Since February 2026 the provider is the legal successor and continuation of the business of the original sole trader Bc. Peter Púchovský, TIPTECH (IČO 54869471).
The customer is any natural or legal person who orders services from the provider. A customer who is a natural person not acting within their business activity is considered a consumer and is additionally covered by special consumer-protection provisions (in particular Act No. 108/2024 Coll. on consumer protection and the Civil Code).
2. Scope of services
The provider offers in particular the following services:
- servicing, repair and maintenance of computers, laptops, MacBooks and game consoles,
- installation and management of computer networks and wifi,
- design, installation and servicing of camera systems,
- data recovery and rescue,
- IT management and IT outsourcing for companies and sole traders,
- website development and management,
- related consulting and expert assistance remotely and at the customer’s premises.
The specific scope, manner and place of the service are agreed individually upon ordering.
3. Order and formation of the contract
The tiptech.sk website is presentational and is not an e-shop - no binding orders or online payments are concluded through it. The customer contacts the provider by phone, e-mail, the contact form, chat or in person and describes their request.
Based on the enquiry, the provider states the expected price or a quotation according to the nature of the job. The contract is formed when the order is confirmed by both parties (including verbally, by e-mail or by handing a device over for service). For larger jobs (e.g. website development, a camera system, IT management) a separate written contract may be concluded, which prevails over these Terms.
4. Price and payment terms
Prices are set according to the provider’s current price list or an individual quotation. Work is charged mainly by time and complexity (an hourly rate), materials and spare parts at their price, plus a possible call-out/travel charge to the customer. The provider is not a VAT payer; the stated prices are final.
For larger jobs the provider may require a reasonable deposit. The price is payable on the basis of an invoice within the period stated on it (unless agreed otherwise, within 14 days), by bank transfer to the account stated on the invoice or in cash on handover. In case of late payment the provider is entitled to statutory default interest.
5. Customer cooperation
The customer must provide the cooperation needed for the proper provision of the service, in particular describe the problem truthfully, make the device or premises available and provide the necessary access and information. If the customer fails to cooperate, the provider is not liable for any delay or for the impossibility of performing the service.
6. Handing a device over for service and diagnostics
When taking a device in for service, the provider issues the customer a handover document. The provider performs diagnostics and, before the repair itself, informs the customer of its scope and the expected price. A repair beyond the agreed price is carried out only with the customer’s consent.
If the customer decides not to proceed with the repair, a diagnostic fee may be charged according to the price list. The customer must collect the device within the agreed period; if it is not collected for more than 30 days after a collection request, the provider may charge a storage fee.
Data and backups. The customer is responsible for backing up the data on a device before handing it over for service. The provider works with professional care, but given the nature of the technology it is not liable for data loss that may occur during a repair, unless a backup or data recovery was also expressly ordered.
7. Warranty and liability for defects
The provider is responsible for the service being provided properly and with professional care. On the work performed (repair, installation, setup) the provider grants a warranty of 6 months, unless agreed otherwise for a specific service; the warranty covers defects demonstrably caused by improperly performed work.
Goods and spare parts supplied are covered by the statutory warranty period, usually 24 months for a consumer, unless the manufacturer provides a longer one. The warranty does not cover defects caused by unprofessional intervention by the customer or a third party, mechanical damage, improper use, force majeure, or normal wear and tear.
8. Special provisions on data recovery
Data recovery and rescue is a service with an uncertain outcome - success depends on the extent and nature of the damage to the medium and cannot be guaranteed in advance. The provider makes a professional effort to recover data but does not guarantee full or partial recovery. It informs the customer of the expected success and price beforehand.
9. Liability for damage
The provider is liable for actual damage caused by breaching its obligations. The provider is not liable for indirect damage, lost profit, or data loss in the cases under Articles 6 and 8. Towards a customer who is not a consumer, compensation is limited to the price of the relevant service, unless the law provides otherwise.
10. Withdrawal from the contract and consumer rights
The parties may agree to terminate the contract. The provider may withdraw if the customer fails to cooperate or is in default of payment.
A consumer who concluded the contract at a distance or off-premises (e.g. an order by phone or e-mail) has the right to withdraw within 14 days without giving a reason. If the consumer requested that the service begin during this period and the service was fully provided with their express consent, the right to withdraw expires; for a partially provided service the consumer pays a proportionate part of the price. The right to withdraw does not apply to bespoke work made to the consumer’s specific requirements (e.g. a custom website, an individually configured system).
11. Personal data protection
The provider processes personal data in accordance with the GDPR and applicable law. For details see the Privacy policy.
12. Alternative dispute resolution
If a consumer is dissatisfied with how a complaint was handled or believes the provider has breached their rights, they have the right to ask the provider for redress. If the provider replies negatively or does not reply within 30 days, the consumer has the right to file a proposal to initiate alternative dispute resolution with an ADR entity under Act No. 391/2015 Coll. The competent entity is in particular the Slovak Trade Inspection (SOI), www.soi.sk. Alternative dispute resolution is generally free of charge for the consumer.
13. Final provisions
Matters not governed by these Terms are subject to the law of the Slovak Republic, in particular the Civil Code and Act No. 108/2024 Coll. on consumer protection. The provider reserves the right to amend the Terms; contracts already concluded are governed by the wording in force at the time of their conclusion.
These Terms are effective from 17 July 2026.
Complaints procedure
The complaints procedure governs how a complaint about the provider’s services and goods is filed and handled. It is governed by the Civil Code and Act No. 108/2024 Coll. on consumer protection.
When and what can be claimed
The customer has the right to complain about defects in a provided service or supplied goods within the warranty period (Article 7 of the Terms). A complaint cannot be accepted for defects caused by unprofessional intervention, mechanical damage, improper use or normal wear and tear.
How to file a complaint
A complaint can be filed:
- by e-mail at info@tiptech.sk,
- by phone at 0940 001 801,
- in person by arrangement.
In the complaint, state your name and contact, what the service concerned (ideally the document/invoice number), a description of the defect and how it manifests. If the complaint concerns a device, attach proof of the service and, if necessary, the device itself.
Handling a complaint
The provider issues the customer a confirmation of the complaint. It handles the complaint without undue delay, no later than 30 days from the date it was filed, unless a longer period is agreed with the customer. A written record of how the complaint was handled is issued.
Depending on whether the complaint is justified, it is handled in particular by:
- free removal of the defect (a repair),
- a reasonable discount on the price,
- a refund of the price or part of it,
- or, where appropriate, providing the service again.
If the complaint proves unjustified (the defect was not caused by the provider), the provider informs the customer; any costs of an unjustified complaint may be charged according to the price list.
Alternative dispute resolution
Even with a complaint, the consumer has the right to turn to an alternative dispute resolution entity under Article 12 of these Terms (the Slovak Trade Inspection, www.soi.sk).
This complaints procedure is effective from 17 July 2026.