The inspections of the Slovak Trade Inspection (SOI) show that more than 90% of e-shops in Slovakia have completely bad or insufficiently processed business conditions.
The article was revised and updated in May 2026. Check with specific service providers for technical information.
Most often, e-shops forget to state in the terms and conditions:
- Informing the consumer about the right to withdraw from the contract
- Summary on Alternative Dispute Resolution
- Delivery and payment terms
- Name and address of the supervisory authority
- Contact details
- Seller's business specification
- The fact that the costs of returning the goods after withdrawal from the contract are borne by the consumer
Let's look together at what parts the terms and conditions should contain.
Definition of terms
Providing definitions isn't mandatory, but it's a good place to start introduce and define basic terms as seller, buyer, consumer, consumer contract, consumer contract concluded at a distance and the like.
Seller details
This section lists all of them business data that identifies the seller. These are mainly the following:
- Trade name
- Register in which the business entity is registered
- Company headquarters
- ID number, VAT number and VAT number
- Contact data, or data on a contact person
- The supervisory body under which the business entity falls
Subject of goods or services
This point defines what goods or services the given e-shop sells. It is good to specify the purpose for which the sold goods are used.
Description of the contract conclusion procedure
At this point, it is necessary to indicate what specific steps lead to the order being placed through the e-shop. This means that at this point it is necessary describe the customer's journey from the opening of the e-shop to the completion of the order. It is necessary to pay particular attention to the fact that the button for closing the order contains wording "Order with obligation to pay", or some similar text from which it clearly followsthat in order to place an order, it is necessary to pay for this order from the customer.
Price and adjustment of payment terms
At this point, it is necessary to state that the price of individual goods and services is listed directly with the product. It is also necessary to indicate whether it is price shown with or without VAT, or whether any other fees will be charged as part of the order processing. For example, fees for packaging, postage, cent settlement and the like may be charged. When placing an order, the consumer should already see the final price, including all other fees. If the price should subsequently be changed, it must be agreed upon by both contracting parties.
Delivery conditions
This will also have to be clearly stated delivery times. Here it is necessary to define in what time you can deliver the goods or services to the customer. According to the law, the maximum time for delivery of goods is 30 days. If the delivery time should be longer than 30 days, it is necessary to agree with the customer.
Withdrawal from the contract
At this point it is important to inform the consumer that he can to withdraw from the contract within the period specified for it. It is also necessary to mention in what way and where so he can do.
According to the law, the right to withdraw from the contract is possible apply within 14 calendar days. Consumers can do so by sending a written notice. At the same time, the E-shop is obliged to prepare this notification in such a way that after returning the goods, he will return all funds to the consumer, which the e-shop received from him. In the case of services, the consumer does not have the right to a refund according to the law, but this fact must be stated in the terms and conditions.
Seller's responsibility for defects
The seller is forced to state at this point that he is responsible for the properties and quality of the goods in terms of the purchase contract.
Alternative dispute resolution
In the terms and conditions, it is also necessary to state that if the customer is not satisfied with the processing of his request for withdrawal from the contract or complaint, can turn to the body for alternative dispute resolution, that is, to the Slovak Trade Inspection.
Determining the duration of the contract
In most cases the contract is concluded for a fixed period, and that for the time of processing the order. An indefinite contract would only be entered into if you are selling some services or a portal where people register or pay some kind of subscription. In this case it is necessary to define when and under what conditions it is possible to terminate the contract.
Protection of personal data
It is also necessary in business terms define the applicable law on personal data protection and then refer the customer to a separate document on the protection of personal data, where he can find a more detailed way of handling his personal data.
Final Provisions
In the final provisions of the terms and conditions, it is necessary to state when the terms and conditions come into effect and how the user will be informed about changes to the terms and conditions. It is also appropriate to mention which laws the given business conditions are based on.
That would be all for today's article on the topic of properly drafted business terms and conditions. I believe that this article helped you to orientate yourself in this topic at least a little. Next time I would like to cover the topic of GDPR.
If you are dealing with a new e-shop, I would like to draw your attention to our solution for Sellio e-shops. Learn more about Sellia and its benefits here
