Customer Information, General Terms and Conditions and Complaints Policy No. 1/2026

effective from 10 March 2026

1. Introductory provisions

1.1. This Customer Information, General Terms and Conditions and Complaints Policy (hereinafter the „GTC") serves to provide mandatory information to Customers pursuant to the applicable legal regulations of the Czech Republic when concluding service contracts (and possibly other contracts) with the Provider and to record the content of these contracts through the Online Store.

1.2. These GTC form part of every Service Contract (and possibly other contracts) concluded between the Provider and the Customer through the Online Store, unless expressly agreed otherwise. Contracts with the Provider are concluded in the Czech language.

1.3. The GTC apply only to cases where the Customer concludes a Contract with the Provider as a natural person outside the scope of their business activity or outside the scope of the independent exercise of their profession. The terms of concluding contracts between the Provider and a customer who is an entrepreneur are dealt with individually outside the scope of these GTC.

2. Definitions of terms

2.1. Terms written with an initial capital letter have the following meaning in these GTC:

3. Conclusion of the Service Contract

3.1. The proposal to conclude the Contract (hereinafter the „Order") is the submission of the completed order form by the Customer through the interface in the Online Store. The order form contains fields for entering data which, together with these GTC, form the essential content of the Contract being concluded; in particular the Customer’s personal data, e-mail address and telephone number. Furthermore, the order form clearly shows the specification of the selected Service, the Service Price (including all fees), the method of payment of the Service Price, the reservation of the date of provision of the Service, and the Provider’s establishment at which the Service will be provided.

3.2. Before submitting the order form, the Customer is allowed to check the correctness of the data entered and to correct any errors. Subsequently, the „Pay" button is displayed to the Customer. By clicking on this button, the Order is completed and the Provider will consider the data entered by the Customer to be correct. The Order becomes effective only upon its payment.

3.3. The Service Contract is concluded between the Contracting Parties at the moment when the Provider sends the Customer, to the e-mail address stated in the Order, an acceptance e-mail containing a summary of the Order and a notice that the Provider accepts the Order (hereinafter the „Order Acceptance"). The Order Acceptance will again contain these GTC in PDF format.

3.4. At the moment of Order Acceptance, mutual rights and obligations arise between the Contracting Parties, which are defined by the Order, these GTC and the relevant statutory provisions.

3.5. The Provider is always entitled, depending on the nature of the Order (quantity, amount of the Service Price, etc.), to ask the Customer for additional confirmation of the Order placed (for example by telephone).

3.6. The Customer acknowledges that the Service Contract is concluded as a whole using means of distance communication. The costs of using means of distance communication when concluding the Contract are borne in full by the Customer. The Provider does not charge the Customer any of the costs of using means of distance communication, nor does it in any way affect the rate charged to the Customer by the provider of telecommunication services.

3.7. In the event of an obvious technical error on the part of the Provider in stating the Service Price in the Online Store or during the ordering process, the Provider is not obliged to provide the Customer with the Service at this entirely obviously erroneous price. The Provider informs the Customer of the error without undue delay and sends the Customer an amended Order to their e-mail address. The amended Order is considered a new proposal for the Service Contract, and in such a case the Service Contract is concluded by the Customer’s confirmation of acceptance to the Provider’s e-mail address.

4. Payment terms

4.1. The Service Price is payable upon placing the Order, i.e. simultaneously with the Order. The Order becomes effective only upon its payment. Payment of the Service Price is possible only by cashless means, via the online portal. The Customer selects the method of payment of the Service Price in the Order, namely: (i) online payment by payment card, or (ii) via the Apple Pay service, or (iii) via the Google Pay service, or (iv) by cashless transfer to the Provider’s Account.

4.2. After completing the Order, the Customer will be redirected to the online portal of the payment services provider, where they will enter the data necessary for payment required by the payment services provider, thereby issuing an instruction to pay the Service Price to the Provider’s Account.

4.3. The Customer’s obligation to pay the Service Price is fulfilled at the moment the relevant amount of the Service Price is credited to the Provider’s Account. The Service Price is payable no later than within three working days of placing the Order.

4.4. After payment of the Service Price to the Provider’s Account, a tax document will be issued to the Customer. The Provider will issue the tax document and send it in electronic form to the Customer’s e-mail address. In this connection, the Provider declares that it is a value added tax payer.

4.5. The Provider does not require payment of any advances on the Service Price; this is without prejudice to the due date of the Service Price as stated above.

5. Terms of service provision, cancellation terms

5.1. The Customer reserves the date of provision of the Service using the reservation system available in the Online Store, or by e-mail or telephone. A date less than fourteen days from the conclusion of the Service Contract may be reserved only if the Customer expressly requests this date from the Provider by e-mail. In the event that provision of the Service commences before the expiry of the period for withdrawal from the Service Contract pursuant to Section 1846(1) OZ, the Customer is obliged, in the event of their withdrawal from the contract, to pay a proportionate part of the Service Price corresponding to the part provided. The Provider does not guarantee the availability of specific dates; dates are arranged according to capacity possibilities.

5.2. The reserved date of provision of the Service is binding. The Customer may cancel or change the reserved date no later than 24 hours in advance.

5.3. The Provider has the right to require the Customer to reimburse the costs incurred in connection with the reservation of the date of provision of the Service (i.e. wage costs incurred, operating costs, rent, etc.) in the following cases:

• If the Customer fails to attend the reserved date without timely apology;
• If the Customer informs the Provider of their inability to attend the reserved date less than 24 hours before the agreed date of provision of the Service.

5.4. In the cases referred to in Article 5.3, the paid Service Price is considered an earnest within the meaning of Section 1808 OZ, and the Customer’s conduct in the cases referred to in Article 5.3 is considered a failure to fulfil the debt for reasons on the part of the Customer. In such cases the Provider is entitled to retain the paid Service Price as an earnest.

5.5. The Customer is obliged to comply with the operating rules of the Provider’s establishments and to follow the instructions of the Provider’s authorised staff.

6. Withdrawal from the contract by the Customer

6.1. The Customer has the right to withdraw from the Service Contract concluded in the Online Store without giving a reason within 14 days of the conclusion of the Contract. In the case of delivery of a Voucher, this period is calculated from its delivery.

6.2. The Customer is entitled to withdraw from the Service Contract using the form which is Annex No. 1 to the GTC, or by any other unambiguous declaration to the Provider. The Customer is entitled to send the withdrawal from the Contract to the Provider’s e-mail address recepce@bulovkadc.com. The Provider will inform the Customer of the receipt of the declaration of withdrawal from the Contract without undue delay to the e-mail address stated in the Order.

6.3. The Customer is not entitled to revoke a withdrawal from the Contract that has been made.

6.4. If the Customer withdraws from the Service Contract, the Provider will refund the paid Service Price and possibly also all other funds received from the Customer under the Contract no later than within 14 days of the withdrawal. The Provider will make the refund by transfer to the Customer’s bank account.

6.5. The Customer is not entitled to withdraw from the Contract if, before the expiry of the period for withdrawal from the Contract, the Customer or a third party has already used the Service. After withdrawal from the Contract, the Provider marks any issued Voucher as invalid in its information system.

7. Withdrawal from the contract by the Provider

7.1. The Provider is entitled to withdraw from the Service Contract in the event that, for objective reasons, it is unable to provide the Service on a long-term basis (e.g. due to force majeure, the intervention of a third party, the failure of a third party to fulfil an obligation, the loss of authorisation to perform the Service, etc.). If a situation envisaged by the previous paragraph occurs, the Provider is obliged to inform the Customer thereof without delay.

7.2. After the Provider’s withdrawal from the Contract, the Customer is entitled to choose another Service as a replacement, or to request from the Provider a refund of the paid Service Price.

7.3. If the Customer chooses as a replacement another Service whose price is higher than the already paid Service Price, the Customer is obliged to pay the difference between the originally paid Service Price and the price for the new Service.

7.4. If the Customer chooses as a replacement another Service whose price is lower than the already paid Service Price, the Provider is obliged to refund the amount of the difference to the Customer’s bank account, unless the Contracting Parties agree on another method of settlement.

7.5. The provision of the Service may be conditional on an initial examination/consultation and professional assessment. In the event of contraindications or other objective reasons for which the Service cannot be provided, the Provider will offer the Customer a reasonable alternative (e.g. another Service) or may withdraw from the Service Contract.

8. Customer’s rights from defective performance

8.1. With regard to complaints about the provided Service, the Complaints Policy set out in Annex No. 3 to these GTC applies.

8.2. With regard to a Voucher for Services, defective performance by the Provider means a situation where the Voucher does not have the properties specified by the Provider or agreed in the Contract, or the delivery of the Voucher in a file that does not allow its display upon receipt by the Customer, or the delivery of an unusable Voucher, or performance via a Voucher with properties other than those ordered.

8.3. It is not considered defective performance by the Provider if the Customer or a third party cannot display the Voucher:

• due to missing or incorrectly installed software for displaying PDF files, where displaying the Voucher requires having Adobe Acrobat Reader or another compatible PDF file viewer installed;
• due to failure to download the Voucher as an electronic file (in PDF format), because of insufficient memory capacity of the device through which the Customer downloads the file;
• due to insufficient memory capacity of the e-mail box stated as the address for delivery of the Voucher;
• due to an incorrectly stated e-mail address given as the address for delivery of the Voucher.

8.4. The period for exercising the Customer’s rights from the Provider’s defective performance is 6 months and begins to run at the moment of delivery of the Voucher to the Customer. This period ends at the latest upon the use/provision of the Service with the redemption of the Voucher.

8.5. The Customer is obliged to notify the Provider of the defect without undue delay after they could have discovered the defect through timely inspection and sufficient care, or after the defect became apparent.

8.6. Within the period referred to in the previous paragraph, the Customer is entitled, simultaneously with notifying the defect, to require, at their choice, in the case of a defect that is remediable:

• removal of the defect by delivery of a new Voucher;
• delivery of the missing part of the Voucher.

8.7. In the case of a defect of the Voucher that is not remediable and for which the Voucher cannot be duly redeemed, the Customer is entitled, simultaneously with notifying the defect, to request a refund of the price of the Voucher on the basis of withdrawal from the Contract.

8.8. Until the Customer chooses the required method of handling the defect, the Provider is entitled to remove the defect by delivering a new Voucher or that which is missing. If the Provider fails to remove the defect of the Voucher in time or unjustifiably refuses to remove the defect of the Voucher, the Customer may withdraw from the Contract and demand a refund of the paid price of the Voucher.

8.9. The Customer exercises the rights from defects by sending the completed complaint form available in Annex No. 2 to the GTC. The Customer sends the complaint form to the Provider’s e-mail address recepce@bulovkadc.com. The Provider will deliver to the Customer, to the e-mail address stated in the complaint form, a confirmation of when the Customer exercised the rights from defects, what their content is and what method of handling is requested, as well as information on the date and method of handling the rights from defects.

8.10. The rights from defects exercised by the Customer will be handled by the Provider without undue delay, no later than within 30 days of the Customer sending the complaint form. The Provider will inform the Customer of the handling of the exercised rights from defects by e-mail message. In the event of rejection of the exercised rights from defects, the Provider will send the Customer to the e-mail address the reasoning for this rejection.

9. Voucher for the provision of a service

9.1. Vouchers are offered either as:

• a Voucher for a specific treatment (a specific Service within a defined scope), or
• a value Voucher (in nominal value), or
• a Voucher package combining several Services (e.g. dental hygiene + teeth whitening).

9.2. The specific parameters of the Voucher (type, voucher price/nominal value, scope of performance, any restrictions and period of validity) are always stated in the e-shop offer and/or directly on the Voucher. The Voucher is transferable, i.e. the person who purchased the Voucher may provide it to another person, but is liable for any misuse of the Voucher by third parties. Unless otherwise stated on the Voucher, the Voucher may be redeemed with the Provider within six (6) months of its purchase. The price of the Voucher is stated in the Online Store in Czech koruna (Kč).

9.3. A Voucher can be purchased after completing the Order. Article 3 of the GTC applies mutatis mutandis to the conclusion of the contract for the purchase of the Voucher, i.e. the contract for the purchase of the Voucher is concluded by the Order Acceptance.

9.4. The Voucher is delivered only electronically in PDF format. After the payment for the Voucher is credited to the Provider’s Account, the Voucher is temporarily generated in the Online Store in the current website session. The Voucher will also be delivered to the e-mail address stated by the Customer in the Order.

9.5. In the order form, the Customer states their valid e-mail address to which the Voucher will be delivered. The Customer is obliged to ensure the correctness of their e-mail address and the availability of delivery (e.g. checking the SPAM folder). In the event of non-delivery of the Voucher for reasons on the part of the Customer, the Provider will provide the Customer with a replacement delivery of the Voucher without undue delay.

9.6. After the Voucher is generated on the website and/or the Voucher is delivered to the e-mail address designated by the Customer, the Voucher may be downloaded as an electronic file in such a way that the Voucher can be retained, printed and repeatedly displayed, without the possibility of change. The Voucher may be printed by the Customer; the unique code and fulfilment of the conditions under these GTC are decisive for redemption. The Customer is obliged to protect the Voucher against misuse and in particular not to disclose its unique code to third parties who are not to draw Services using the Voucher. If the Customer learns that an unauthorised person has the Voucher available, they are obliged to inform the Provider immediately. The Provider is not liable for misuse of the Voucher by an unauthorised person.

9.7. To draw the Service, prior booking of an appointment (reservation) via the Provider’s reception/booking system is generally required. When making a reservation, the holder of the Voucher is obliged to state the unique code of the Voucher and other required data.

9.8. If the price of the provided Service at the time of drawing exceeds the nominal value or scope of the Voucher, the holder of the Voucher pays the difference according to the Provider’s current price list. If the price is lower, the difference is not paid out. The Voucher cannot be exchanged for money, but its entire value must be used up through the provision of Services.

9.9. The provision of the Service may be conditional on an initial examination/consultation and professional assessment. In the event of contraindications or other objective reasons for which the Service cannot be provided, the Provider will offer the holder of the Voucher a reasonable alternative (e.g. another Service corresponding to the value of the Voucher) or a procedure according to individual agreement.

9.10. With regard to other conditions for the provision of the Service itself using the Voucher (not otherwise regulated in this Article 9), these GTC apply in full in the same manner as for the provision of the Service without redemption of a Voucher.

10. Personal data protection

10.1. Information on the processing of personal data of Customers and visitors of the Online Store is set out in the document „Information on the processing of personal data", available in the Online Store in the section Personal data protection. When placing the Order, the Customer confirms that they have read this document.

11. Common and final provisions

11.1. These GTC form part of every contract concluded between the Provider and the Customer starting from 10 March 2026. Any breach of the terms of the contractual relationship between the Provider and the Customer set out in these GTC has the same consequences as a breach of the concluded contract itself.

11.2. In relation to Customers, the Provider is bound by a code of conduct, which it states at the internet address: Code of ethics.

11.3. The Czech Trade Inspection Authority, with its registered office at Gorazdova 1969/24, 120 00 Praha 2, IČO: 00020869, is competent for the out-of-court resolution of disputes arising from the Contract; more information at the internet address: https://adr.coi.cz/cs.

11.4. The out-of-court resolution of a consumer dispute at the Czech Trade Inspection Authority is initiated exclusively at the request of the Customer – consumer, and only if the dispute demonstrably could not be resolved directly with the Provider. The request may be submitted no later than within 1 year from the day on which the Customer first exercised with the Provider the right that is the subject of the dispute. The costs associated with the out-of-court resolution of the dispute at the Czech Trade Inspection Authority are borne by each Contracting Party itself. For the duration of the out-of-court resolution of the consumer dispute at the Czech Trade Inspection Authority, limitation periods under OZ do not run and do not begin to run. The Customer may also use the online dispute resolution platform located at the internet address https://consumer-redress.ec.europa.eu/index_cs.

11.5. Trade licensing supervision is carried out within its competence by the relevant trade licensing office, supervision of the area of personal data protection is exercised by the Office for Personal Data Protection, and supervision of compliance with Act No. 634/1992 Coll., on consumer protection, is exercised by the Czech Trade Inspection Authority. The Customer may address any complaint to the aforementioned bodies.

11.6. Contracts concluded with Customers will be stored by the Provider in electronic form. Upon request, the Provider will allow the Customer access to the contract. The contracts are not publicly accessible.

11.7. The Provider reserves the right to unilaterally amend or update these GTC at any time. Amendments and updates to the GTC become valid and effective on the day of their publication in the Online Store.

11.8. The following annexes form part of these GTC:

1. Withdrawal form
2. Complaint form
3. Complaints Policy