Alternative dispute resolution

  1. The buyer – the consumer has the right to request legal remedy from the seller if he/she is not satisfied with the way the seller has handled his or her complaint or believes that the seller has infringed his or her rights. If the seller refuses the request or does not respond within 30 days of sending the request, the consumer may initiate alternative dispute resolution under the Act. No. 391/2015 at the alternative dispute resolution entity (hereinafter: “ADR”). ADR shall mean the authorities and authorized legal entities determined in Article 3. § of Act. No. 391/2015. The consumer can submit the request in a manner provided in Article 12. § of Act No. 391/2015.

  1. The consumer can also file a complaint through the online dispute resolution platform (RSO), available on the following website:

  1. Alternative dispute resolution is available only for those consumers (natural persons), who are not acting in the course of their business, profession or occupation at the time of the conclusion of the consumer contract. Alternative dispute resolution can only concern disputes between a consumer and a seller that are arising out of the consumer contract or in connection with it. Alternative dispute resolution applies only for distance contracts. Alternative dispute resolution does not apply to disputes the value of which does not exceed €20. The ADR may ask the consumer to pay a fee of up to EUR 5 (gross) to start the alternative dispute resolution procedure.

  1. More information on this topic can be found in the Act. No. 391/2015 about alternative dispute resolution, the regulation No. 524/2013/EU of the European Parliament and of the Council, and in the Act No. 102/2014 of the Consumer Protection Act (in force from 01.02.2016) on consumer protection with respect to distance or off-premises contracts for the sale of goods or the provision of services.