General Terms and Conditions
This English version is an informative translation of the Hungarian General Terms and Conditions. In the event of any discrepancy or difference in interpretation between the Hungarian and English versions, the Hungarian version shall prevail.
These General Terms and Conditions (hereinafter: GTC) set out the terms and conditions for ordering and purchasing the products (hereinafter: Product) and services (hereinafter: Service) available through the website www.ruppert.hu (hereinafter: Website) operated by Ruppert Borház Borászati Korlátolt Felelősségű Társaság (hereinafter also referred to as the Company), as well as the terms of using the Website. The process of ordering and purchasing Products and Services, and the use of the Website, may take place exclusively in accordance with and on the basis of these GTC.
By making a purchase on the Website, the Customer fully accepts the provisions of these GTC.
Service provider and operator of the Website:
Name: Ruppert Borház Borászati Korlátolt Felelősségű Társaság
Registered seat: 7814 Babarcszőlős, Táncsics M. u. 34.
Company registration number: 02-09-081649
Tax number: 14928899-2-02
Bank account number: 71800264-16109029-00000000
Representative: Ruppert Ákos
Email: ruppert@ruppert.hu
Telephone: +36 70 778 3737, +36 70 778 3734
Hosting provider:
Name: Impressive.hu Informatikai Szolgáltató Kft.
Registered seat and mailing address: Hungary, 7030 Paks, Építők útja 33.
Telephone: +36 (75) 200 190, +36 (20) 2188 726 Fax: +36 (75) 200 440
Email: info@impressive.hu
Tax number: 11707244-2-17 (EU tax number: HU11707244)
Company registration number: 17-09-007652
Web: https://www.impressive.hu
Definitions
Customer: any natural person or business organisation, whether registered on the Website or not, who purchases Products or Services available on the Website through the Website.
Registered Customer: a Customer who has created a customer account on the Website by providing an email address and password, and who makes purchases on the Website while logged into their registered account.
Non-registered Customer: a Customer who does not wish to use the registration option when making a purchase on the Website, and therefore does not create a customer account, and/or makes purchases on the Website without logging into a registered account.
Club Member: a Registered Customer who makes recurring purchases above a specified value on the Website and receives various discounts in return.
Consumer: a natural person acting outside their trade, independent profession or business activity.
Product: any marketable movable item available on the Website and purchasable by the Customer, including food products, in particular but not exclusively wine, as well as branded merchandise products and packaging.
Service: services provided periodically by the Company, which may be purchased through the Website and may be used with the participation of the Customer or, in the case of a gift, the person specified in the order, including in particular but not exclusively various wine tours, gastronomy tours and cultural events.
Website: the website operated by the Company, serving as a platform for concluding contracts between the Customer and the Company.
Distance contract: a consumer contract concluded under an organised distance sales or service-provision scheme without the simultaneous physical presence of the parties, where, for the purpose of concluding the contract, the parties use exclusively means of distance communication.
Means of distance communication: any means suitable for making a contractual declaration in the absence of the parties. Such means include, in particular, addressed or unaddressed printed matter, standard letters, advertisements published in the press with order forms, catalogues, telephone, fax and internet access devices.
Business organisation: a business association, European company, association, European economic interest grouping, European territorial cooperation grouping, cooperative, housing cooperative, European cooperative, water management association, forest ownership association, Hungarian branch of a company with a registered seat abroad, state-owned company, other state business organisation, company of certain legal persons, joint venture, bailiff’s office, notary’s office, law firm, patent attorney’s office, voluntary mutual insurance fund, private pension fund, sole proprietorship, as well as an individual entrepreneur; furthermore, in civil law relationships related to its economic activities, the state, local government, budgetary body, other legal person to which the rules on the management of budgetary bodies apply by law, association, in particular but not exclusively a hunting association, public body and foundation.
Applicable legislation
Act CLV of 1997 on Consumer Protection
Act LXXVI of 1999 on Copyright
Act CVIII of 2001 on certain issues of electronic commerce services and information society services
Act CXII of 2011 on informational self-determination and freedom of information
Act V of 2013 on the Civil Code
Government Decree 45/2014 (II.26.) on the detailed rules of contracts between consumers and businesses
NGM Decree 19/2014 (IV.29.) on the procedural rules for handling warranty and guarantee claims relating to goods sold under contracts between consumers and businesses
REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL (27 April 2016) on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)
DIRECTIVE (EU) 2023/2673 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL (22 November 2023) amending Directive 2011/83/EU as regards distance contracts and the introduction of an electronic withdrawal function
1. General provisions
1.1. The Company provides Customers with a shopping interface through the Website for the purchase of certain Products and Services available on the Website.
1.2. Only natural persons with full legal capacity may make a valid purchase offer for Products or Services available on the Website. By using the Website, in particular but not exclusively by registering or ordering Products or Services, the Customer acknowledges that they are a natural person with full legal capacity, or a business organisation acting through its duly authorised representative, providing true and correct data.
1.3. By accessing the Website, the Customer undertakes that they have read and accepted these GTC and the Privacy Notice, and acknowledges them as binding upon themselves. The Company’s Privacy Notice is available at: https://ruppert.hu/hu/adatvedelmi-tajekoztato
1.4. When using the Website, in particular but not exclusively during registration and the purchase of Products or Services, the Customer expressly acknowledges that the Company records the personal data provided by the Customer and processes such data in the manner and for the purposes specified in the Privacy Notice, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation; hereinafter also referred to as GDPR).
1.5. The Customer has the opportunity to subscribe to the Company’s newsletter. By providing their email address when subscribing to the newsletter, the Customer acknowledges that the Company processes the name and email address provided by the Customer in accordance with the provisions of the Privacy Notice. The Company’s Privacy Notice is available at: https://ruppert.hu/hu/adatvedelmi-tajekoztato
1.6. These GTC may be amended exclusively by the Company. Due to changes in market, IT and legal circumstances, the Company is entitled to unilaterally amend the Website and these GTC from time to time, in particular but not exclusively the range and prices of Products and Services, the order process, the terms and conditions, and the payment method. By using the Website, the Customer automatically accepts the amended GTC. The current GTC are continuously available on the Website and must be accepted by the Customer before starting a purchase. If the Customer does not agree with the amended GTC and therefore does not accept them, the Customer must notify the Company of this by email.
1.7. In the event of amendments to these GTC by the Company, Products and Services already ordered shall be governed by the GTC in force at the time of the order.
1.8. The language of contracts falling within the scope of these GTC is Hungarian.
1.9. Contracts falling within the scope of these GTC shall not qualify as written contracts and shall not be filed by the Company.
2. Rules for purchases made on the Website
The Customer may purchase Products and Services through the Website, including at the same time, subject to the following rules:
2.1. Selecting Products and Services
2.1.1. The Customer may view and purchase Products and Services available on the Website at any time. By clicking on the icon of the Product, the Customer can access a detailed product description and information about the given Product, and the content of the offered Service is also described in detail.
2.1.2. If the Customer wishes to purchase a given Product, they may select the desired quantity of the Product, and in the case of a Service the dates and any seats offered by the Website, and may place it into a virtual shopping cart by clicking on the “Add to cart” icon. The contents of the Cart may be viewed at any time during the purchase process. Checking the contents of the Cart allows the Customer to verify the selected Products and Services, their content, quantity and the total purchase amount.
2.1.3. If the Customer wishes to purchase a given Product, they may select the desired quantity of the Product, and in the case of a Service the dates and any seats offered by the Website, and may place it into a virtual shopping cart by clicking on the “Add to cart” icon. The contents of the Cart may be viewed at any time during the purchase process. Checking the contents of the Cart allows the Customer to verify the selected Products and Services, their content, quantity and the total purchase amount.
2.2. Prices
2.2.1. The prices displayed next to Products and Services on the Website are the prices valid at the time of the order and do not include any customer discounts, except for discounted Products and Services. The indicated prices are gross prices including VAT, but do not include shipping costs.
2.3. Providing personal data
2.3.1. In order to make a successful purchase on the Website, the Customer is required to provide certain personal data, including their name, email address and billing details (name/company name, tax number, postal code, town/city, street, house number, telephone number).
2.3.2. The Customer may decide whether they wish to register on the Website. For successful registration, in addition to the personal data specified in section 2.3.1, the Customer must provide and confirm a password for their account.
2.3.3. The data provided during purchase and registration are processed and stored by the Website in accordance with the provisions of the Company’s Data Processing Rules and the information set out in the Privacy Notice. On subsequent purchases, Registered Customers only need to log in to the Website with their email address and password.
2.3.4. After providing personal data, the Customer has the opportunity to modify and check the correctness of such data. The Website is not obliged to verify the accuracy and truthfulness of the personal data provided; the Customer is solely responsible for such data.
2.3.5. Due to the nature of the Products and Services available on the Website, only persons over the age of eighteen may be Customers. Persons under the age of eighteen may not make purchases on the Website.
2.4. Delivery and payment terms
2.4.1. In the case of home delivery, the Customer bears the shipping cost, which is automatically added by the Website’s payment system to the total amount of the order. The shipping cost is HUF 2,500 (two thousand five hundred forints), which also includes packaging costs.
For purchases above HUF 20,000 (twenty thousand forints), delivery is free of charge.
In the case of home delivery, the Customer must provide the shipping address if it differs from the billing address.
2.4.2. The Customer acknowledges that, following registration, the ordering of Products or Services creates a legally binding contract between the Customer and the Company, under which the Customer has a payment obligation.
2.4.3. The itemised price of the ordered Products and Services and the final order price are shown in the Cart. The Customer acknowledges that the purchase price always depends on the contents of the Cart.
2.4.4. The Customer acknowledges that payment for the ordered Products and Services may be made to the Company exclusively through the OTP SimplePay system.
2.5. Correction of data entry errors
2.5.1. During the order process, the Customer has the continuous opportunity to check the correctness and accuracy of the personal data provided and to correct them in the event of an error.
2.5.2. During the order process, by clicking on the “Personal data” icon, the Customer may check and modify the personal data entered at any time, even if they have already proceeded further in the order process.
2.5.3. If the Customer’s personal data change after placing an order, the Customer must notify the Company by email.
2.6. Ordering Products and Services
2.6.1. Before placing an order for the contents of the Cart, the Customer has the opportunity to check the contents of the Cart, the total amount and the correctness of the personal data provided.
2.6.2. If the Customer does not wish to add further Products or Services to the Cart and considers the data provided to be correct, the Customer may finalise the contents of the Cart by clicking the “Order” button.
2.6.3. By clicking on the Order icon, the Customer is redirected to the OTP SimplePay payment page, where they can initiate the payment transaction by providing their bank card details. The Customer must check the bank card details provided; the Customer is solely responsible for their accuracy and correctness.
2.6.4. The Customer acknowledges that, in accordance with these GTC, by ordering Products or Services the Customer qualifies as the offeror.
2.7. Loyalty customer
2.7.1. The Company provides regularly returning Customers with various benefits within the framework of loyalty customer status, in particular but not exclusively price discounts, priority booking rights for events organised by the Company, and the opportunity for Loyalty Customers to be among the first to be informed through the newsletter about the Company’s events, new products and exclusive or limited offers.
2.7.2. Only Registered Customers may become Loyalty Customers. Accordingly, the loyalty discount is available only to Registered Customers. The discount may be used exclusively for purchases made as a Registered Customer after logging into the customer account.
2.7.3. A Registered Customer becomes a Club Member after a single purchase exceeding HUF 10,000 and may purchase at club membership prices from the second purchase onwards.
2.7.4. Club membership discounts are automatically deducted from the purchase price.
2.8. Order confirmation
2.8.1. The Company undertakes to send the Customer a confirmation email without delay for each order received, containing the order details. The Customer acknowledges that they must retain the confirmation email until successful receipt and delivery of the Product, and for the purpose of the successful completion of receipt and delivery.
2.8.2. The contract between the Parties is concluded when the confirmation email appears in the Customer’s email system.
2.8.3. The Customer acknowledges that a confirmed order cannot be modified through the Website; in the case of any request, demand or change, the Customer must contact the Company personally, by email or by telephone.
3. Receipt and delivery of Products
3.1. The Company delivers Products within Hungary.
3.2. The Company undertakes that the ordered Product will be delivered within 10 working days. If, for reasons attributable to the Company, the expected delivery date is later, the Company must notify the Customer without delay.
The Customer acknowledges that, due to the nature of the ordered Product, the order must be received in person. In order to verify the validity of the order, the Customer must present the confirmation email received to the courier or, in the case of collection at the Company’s address, to the person handing over the Product.
3.3. The Customer acknowledges that in the case of ordering alcoholic beverages, they must verify their identity, in particular their age, during delivery.
4. Customer complaints and withdrawal
4.1. Defective performance
4.1.1. The Company declares that it assumes responsibility for ensuring appropriate delivery conditions for the ordered Product.
4.1.2. Upon delivery of the Product, in the presence of the courier, the Customer is obliged to check the contents and condition of the delivered order. If the Customer notices that the delivered Product is defective, broken or damaged, the Customer must report the complaint immediately to the courier on site and/or to the Company by email.
4.1.3. The Company undertakes to respond to customer complaints within 3 working days of receipt and to replace or make up for defective, broken or damaged Products within 15 working days.
4.2. Customer’s right of withdrawal
4.2.1. The Customer has the right of withdrawal if they qualify as a consumer under these GTC and the applicable legislation. If the Customer does not qualify as a Consumer, they may not exercise the right of withdrawal under this section 4.2.
4.2.2. The Customer may exercise the right of withdrawal within 14 days from the day on which the Product, or in the case of several Products delivered at different times, the last Product, is received by the Customer or by a third party designated by the Customer other than the courier.
4.2.3. In the case of ordering a Service, the 14-day period shall be calculated from the time when the confirmation email appears in the Customer’s email system.
4.2.4. The exercise of the Customer’s right of withdrawal shall be considered valid if the declaration to this effect is sent to the Company within the deadline.
4.2.5. If the Customer wishes to exercise their right of withdrawal, they may send their clear declaration containing their intention to withdraw to the Company electronically by email to the Company’s email address, by post to the Company’s address, or by using the “Withdrawal from the contract” online function available on the Website.
When using the online withdrawal function available on the Website, the Customer provides their name, email address, order identifier and the name of the Product(s) affected by the withdrawal. After the online withdrawal declaration has been submitted, the system sends an automatic confirmation to the email address provided by the Customer confirming receipt of the withdrawal declaration.
The confirmation contains the content of the withdrawal declaration and its date and time of receipt.
For this purpose, the Customer may also use the model withdrawal form set out in Annex 1 to these GTC.
4.3. In the event of the Customer’s withdrawal, the Company shall refund the full amount paid by the Customer as the purchase price, including the costs incurred in connection with performance, including the shipping fee, no later than 14 days from becoming aware of the withdrawal. The Company shall use the same payment method for the refund as was used in the original transaction, unless the Customer expressly agrees to the use of another refund method; the Customer shall not incur any additional costs as a result of using such refund method. The Company shall assess such cases individually, taking all circumstances of the case into account.
4.3.1. In the event of withdrawal, the Customer must return the delivered Product to the Company’s address without delay, but no later than within 14 days of communicating the withdrawal, in its original condition and packaging.
4.3.2. The Customer acknowledges that the cost of returning the Product shall be borne by the Customer.
4.3.3. The Customer acknowledges that only Products stored under appropriate conditions, in undamaged condition and in intact, unopened packaging may be returned to the Company. If the Customer fails to comply with these requirements, the Company is entitled to examine the circumstances of the case individually.
4.3.4. In the case of the purchase of a Product, the Company may withhold the refundable amount under section 4.3 until the Customer has returned the Product or has proven beyond doubt that they have sent it back; the earlier of the two dates shall be taken into account.
4.3.5. The Customer acknowledges that they may not exercise the right of withdrawal in respect of a Product that is perishable or retains its quality for only a short period; in respect of a sealed Product which, for health protection or hygiene reasons, cannot be returned after being opened following delivery; and in respect of an alcoholic beverage whose actual value depends on fluctuations in the market that cannot be influenced by the Company, where the price was agreed by the parties at the time of concluding the sales contract, but the contract is performed only after the thirtieth day following its conclusion.
The Customer further acknowledges that they may not exercise the right of withdrawal in the case of a Service relating to accommodation, transport, catering or leisure activities where the contract provides for a specific date or period of performance.
5. Modification and cancellation of orders
5.1. The Customer acknowledges that ordered Products or Services may not be cancelled; the Customer may only exercise the right of withdrawal specified in section 4.2 of these GTC.
5.2. If the Customer wishes to modify the contents of ordered Products or Services that have not yet been delivered, the Customer must contact the Company individually and without delay by email or telephone. The Company shall assess such requests individually, taking all circumstances of the case into account.
6. Liability
6.1. The Customer acknowledges that they are solely responsible for the correctness and accuracy of the data provided during the order process, in particular but not exclusively billing and shipping data.
6.2. The Customer further acknowledges that the Company is entitled to enforce against the Customer any damage suffered by the Company as a result of incorrect or inaccurate data entry by the Customer.
6.3. The Company shall not be liable for any deficiency in the data provided by the Customer or for any disadvantage, damage or claim arising from incorrectly provided data.
6.4. If the Customer intentionally provides incorrect, inaccurate or false data or makes such a declaration, the Company is entitled to withdraw from the contract with immediate effect and enforce all of its claims against the Customer.
7. Copyright protection
7.1. The Website as a whole is protected by copyright. All graphics, layouts, images and textual content found on the Website are owned by the Company.
7.2. Each element and the entirety of the Products and Services, as well as all content and elements created and made available by the Company on the Website, are protected by copyright.
7.3. Any use or copying of the Website content is permitted only with the Company’s prior written consent.
8. Miscellaneous provisions
8.1. The Customer acknowledges that the annexes and the information contained therein form an integral part of these GTC.
8.2. These GTC shall be effective from 28 July 2026.
Annex 1: Model withdrawal form
The Company informs the Customer that, if the Customer qualifies as a Consumer, they may exercise their right of withdrawal under section 4.2 of these GTC by using the following model withdrawal form, by email, by post, or by using the “Withdrawal from the contract” online function available on the Website.
Addressee: Ruppert Borház Borászati Korlátolt Felelősségű Társaság
Address: 7814 Babarcszőlős, Táncsics M. u. 34.
Email address: ruppert@ruppert.hu
I, the undersigned, hereby declare that I exercise my right of withdrawal in respect of the contract for the sale of the following Product(s):
..............................................................................................................................................................................................
Date of contract / date of receipt:
Name of the consumer:
Address of the consumer:
Signature of the consumer: (only in the case of a declaration made on paper)
Date: .............................
Addressee: Ruppert Borház Borászati Korlátolt Felelősségű Társaság
Address: 7814 Babarcszőlős, Táncsics M. u. 34.
Email address: ruppert@ruppert.hu
I, the undersigned, hereby declare that I exercise my right of withdrawal in respect of the contract for the provision of the following service:
..............................................................................................................................................................................................
Date of contract / date of receipt:
Name of the consumer:
Address of the consumer:
Signature of the consumer: (only in the case of a declaration made on paper)
Date: .............................
Annex 2: Information on implied warranty and product warranty
The Company provides the Customer, if the Customer qualifies as a Consumer, with the following information pursuant to Government Decree 45/2014 (II. 26.):
1. Implied warranty
In what cases may the Customer exercise implied warranty rights?
In the event of defective performance by Ruppert Borház Borászati Korlátolt Felelősségű Társaság, the Customer may enforce an implied warranty claim against the Company in accordance with the provisions of the Civil Code.
What rights does the Customer have based on an implied warranty claim?
At the Customer’s choice, the Customer may make the following implied warranty claims:
The Customer may request repair or replacement, unless fulfilment of the chosen remedy is impossible or would result in disproportionate additional costs for the Company compared with the fulfilment of another remedy. If the Customer has not requested or could not request repair or replacement, the Customer may request a proportionate reduction of the consideration, or may repair the defect themselves or have it repaired by another person at the Company’s expense, or, as a last resort, may withdraw from the contract.
The Customer may switch from one chosen implied warranty right to another; however, the Customer shall bear the cost of the switch unless it was justified or caused by the Company.
Within what deadline may the Customer enforce an implied warranty claim?
The Customer must notify the defect without delay after discovering it, but no later than within two months from the discovery of the defect. The Company draws the Customer’s attention to the fact that the Customer may no longer enforce implied warranty rights after the expiry of the two-year limitation period from the performance of the contract. In the case of used goods, this period is ...., but not more than one year.
https://net.jogtar.hu/jogszabaly?docid=a1400045.kor#lbj23id2aa3
Against whom may the Customer enforce an implied warranty claim?
The Customer may enforce the implied warranty claim against the Company.
What other conditions apply to the enforcement of implied warranty rights?
Within six months from performance, there are no conditions for enforcing an implied warranty claim other than notification of the defect, provided that the Customer proves that the product or service was provided by the Company. After six months from performance, however, the Customer must prove that the defect discovered by the Customer already existed at the time of performance.
2. Product warranty
In what cases may the Customer exercise product warranty rights?
In the event of a defect in movable goods (Product), the Customer may, at their choice, exercise either the right specified in section 1 or a product warranty claim.
What rights does the Customer have based on a product warranty claim?
As a product warranty claim, the Customer may only request repair or replacement of the defective Product.
In what cases is a Product considered defective?
A Product is defective if it does not comply with the quality requirements in force at the time of placing it on the market, or if it does not have the properties stated in the description provided by the manufacturer.
Within what deadline may the Customer enforce a product warranty claim?
The Customer may enforce a product warranty claim within two years from the date on which the Product was placed on the market by the manufacturer. After this period, the Customer loses this right.
Against whom and under what other conditions may the Customer enforce a product warranty claim?
The Customer may enforce a product warranty claim exclusively against the manufacturer or distributor of the movable goods. In the case of enforcing a product warranty claim, the Customer must prove that the Product is defective.
In what cases is the manufacturer or distributor exempt from its product warranty obligation?
The manufacturer or distributor is exempt from its product warranty obligation only if it can prove that:
- the Product was not manufactured or placed on the market as part of its business activity, or
- the defect was not detectable according to the state of scientific and technical knowledge at the time of placing the Product on the market, or
- the defect in the Product results from the application of legislation or a mandatory official regulation.
It is sufficient for the manufacturer or distributor to prove one reason for exemption.
The Company draws the Customer’s attention to the fact that, in relation to the same defect, implied warranty and product warranty claims may not be enforced simultaneously and in parallel. However, if the Customer successfully enforces a product warranty claim, the Customer may enforce the implied warranty claim relating to the replaced Product or repaired part against the manufacturer.
Annex 3: Information on complaint handling and the online dispute resolution platform
The Customer, as a Consumer, may submit consumer complaints relating to the Product or the Company’s activities through the following contact details:
• Telephone: +36 70 7783735
• Website: www.ruppert.hu
• Email: ruppert@ruppert.hu
The Consumer may communicate their complaint to the business orally or in writing if the complaint relates to the conduct, activity or omission of the business, or of a person acting in the interest or for the benefit of the business, directly connected with the distribution or sale of goods to consumers.
The business must examine oral complaints immediately and remedy them as necessary. If the Consumer does not agree with the handling of the complaint, or if immediate investigation of the complaint is not possible, the business must immediately record minutes of the complaint and its position regarding the complaint, and hand over a copy of the minutes to the Consumer on site in the case of an oral complaint made in person. In the case of an oral complaint made by telephone or other electronic communications service, the copy must be sent to the Consumer no later than within 30 days, together with the substantive response, in accordance with the rules applicable to written complaints. The business must assign a unique identification number to oral complaints communicated by telephone or other electronic communications service.
The business must respond to and take measures to communicate its substantive written response to written complaints within thirty days of receipt, unless a directly applicable legal act of the European Union provides otherwise. A shorter deadline may be established by law or a longer deadline by an act. If the complaint is rejected, the business must state the reasons for its position.
The minutes recorded regarding a complaint must include the following:
1. the Consumer’s name and address,
2. the place, time and method of submitting the complaint,
3. a detailed description of the Consumer’s complaint and a list of the documents, records and other evidence presented by the Consumer,
4. the business’s statement on its position regarding the Consumer’s complaint, if immediate investigation of the complaint is possible,
5. the signature of the person recording the minutes and, except in the case of an oral complaint made by telephone or other electronic communications service, the Consumer’s signature,
6. the place and time of recording the minutes,
7. in the case of an oral complaint made by telephone or other electronic communications service, the unique identification number of the complaint.
The business must retain the minutes recorded regarding the complaint and a copy of the response for five years, and present them to the supervisory authorities upon request.
If the complaint is rejected, the business must inform the Consumer in writing which authority or conciliation board proceedings may be initiated by the Consumer, depending on the nature of the complaint. The information must also include the registered seat, telephone and internet contact details and mailing address of the competent authority or the conciliation board according to the Consumer’s place of residence or stay. The information must also state whether the business uses the conciliation board procedure for the purpose of settling consumer disputes.
The conciliation board has competence for the out-of-court settlement of consumer disputes. The task of the conciliation board is to attempt to reach a settlement between the parties in order to resolve the consumer dispute; if this is unsuccessful, it decides the case in order to ensure the simple, fast, efficient and cost-effective enforcement of consumer rights. At the request of the Consumer or the business, the conciliation board provides advice on the rights and obligations of the Consumer.
The conciliation board procedure is initiated at the Consumer’s request. The request must be submitted in writing to the president of the conciliation board. The requirement of written form may be fulfilled by letter, telegram, telex or fax, and by any other means that enables the addressee to store the data addressed to them for the period necessary for the purpose of the data and to display the stored data in unchanged form and content.
The request must include:
1. the Consumer’s name, place of residence or place of stay,
2. the name, registered seat or relevant business premises of the business involved in the consumer dispute,
3. if the Consumer requests the competence of a board other than the competent conciliation board, the designation of the requested board,
4. a brief description of the Consumer’s position and the facts and evidence supporting it,
5. the Consumer’s declaration that the Consumer has attempted to settle the disputed matter directly with the business,
6. the Consumer’s declaration that no procedure has been initiated before another conciliation board in the same matter, no mediation procedure has been initiated, no statement of claim has been submitted and no application for the issue of a payment order has been filed,
7. the motion requesting the board’s decision,
8. the Consumer’s signature.
The request must be accompanied by the document, or a copy or extract thereof, the content of which the Consumer relies on as evidence, in particular the written statement of the business rejecting the complaint, or, in the absence thereof, any other written evidence available to the Consumer regarding the attempted consultation required.
Further information on Conciliation Boards is available here: http://www.bekeltetes.hu
Further information on territorially competent Conciliation Boards is available here:
https://bekeltetes.hu/index.php?id=testuletek
Contact details of the conciliation board competent according to the Company’s registered seat:
Baranya County Conciliation Board
7625 Pécs, Majorossy I. u. 36.
Telephone: +36-72/507-154, 20/283-3422
KRID: 667360112
Email: info@baranyabekeltetes.hu
Web: www.baranyabekeltetes.hu
Complaint to consumer protection authorities
If the Consumer detects a violation of their consumer rights, the Consumer is entitled to submit a complaint to the consumer protection authority competent according to their place of residence.
After assessing the complaint, the authority decides on conducting the consumer protection procedure. The first-instance consumer protection authority tasks are performed by the metropolitan and county government offices competent according to the Consumer’s place of residence. Their list is available here: http://www.kormanyhivatal.hu/
Court proceedings
The Consumer is entitled to enforce claims arising from a consumer dispute before a court in civil proceedings in accordance with the provisions of Act V of 2013 on the Civil Code and Act CXXX of 2016 on the Code of Civil Procedure.
Online dispute resolution platform
We inform our Customers that the European Commission’s online dispute resolution platform was discontinued on 20 July 2025; therefore, it is no longer possible to submit new consumer complaints through the online dispute resolution platform.
The conciliation board, consumer protection authority and court options specified in this notice remain available for the settlement of consumer disputes.