Complaints Policy

Effective from 13 October 2026

for digital books, e-books, PDF publications and other digital content

This is an English translation provided for your convenience. The legally binding version is the Czech original; in the event of any discrepancy, the Czech version shall prevail.

1. Introductory provisions

This Complaints Policy governs how and under what conditions rights arising from defective performance can be exercised for digital content purchased through the online shop.

Seller
Name / business name: Martin Klíbr
Company ID (IČO): 86960512
Sole trader registered in the Czech Trade Register
Registered address / place of business: Školní 264, 294 29 Bezno, Czech Republic
E-mail for complaints: tichaknihovna@gmail.com
Website: tichaknihovna.cz
(the “Seller”).

This Complaints Policy applies in particular to:

electronic books,
e-books,
PDF publications,
worksheets,
educational materials,
study materials,
guides,
other digital products supplied electronically.

2. Responsibility for digital content

The Seller is responsible for ensuring that the purchased digital content complies with the contract when it is made available.

In particular, the digital content must:

match the description on the website,
have the agreed scope and content,
be supplied in the agreed format,
be available in the manner stated when ordering,
be usable for the purpose for which it was sold,
correspond to any sample or preview provided before purchase.

For digital content made available once, a consumer may report a defect that becomes apparent within two years of it being made available.

3. What can be considered a defect

A complaint may be filed, for example, where:

the customer does not receive access to the purchased product after payment,
the download link does not work for technical reasons,
the purchased PDF file is damaged,
the file cannot be opened due to a defect in the file,
the customer receives a different book or other digital product,
parts of the file are missing,
the product substantially does not match the description given at the time of purchase,
another technical or content defect has occurred for which the Seller is legally responsible.

4. What is generally not considered a defect

The following is in particular not considered a defect of a digital product:

the customer subjectively not liking the style of the book,
the customer disagreeing with the opinions or conclusions in the publication,
expecting a specific personal, financial, work or other result,
the customer already knowing the content from other sources,
the inability to open a working PDF due to the customer’s incompatible or outdated device or software, if the technical requirements were properly stated,
the customer losing the file after it was properly downloaded, unless the nature of the product or offer implies otherwise,
damage to the file that occurred only after it was properly downloaded to the customer’s device,
inability to download caused solely by the customer’s internet connection or technical environment.

This does not affect consumer rights that cannot be limited by law.

5. How to file a complaint

We recommend filing complaints electronically at:

tichaknihovna@gmail.com

Please state in particular:

your first name and surname,
the e-mail used for the order,
the order number or identifier, if you have it,
the name of the purchased product,
a description of the problem or defect,
when the problem appeared,
how you would like the complaint to be resolved.

Where appropriate, you can attach, for example:

a screenshot of the error message,
the order confirmation,
other information that helps verify the problem.

To handle a complaint, it is not necessary to send payment card details or other sensitive payment data.

6. Confirmation of the complaint

After filing a complaint, the customer will receive a confirmation of its receipt. The confirmation will include in particular:

the date the complaint was filed,
a description of the reported defect,
the requested method of resolution,
the customer’s contact details.

After the complaint has been handled, the customer will be informed of the result.

If the complaint is rejected, the Seller will state the reason for the rejection.

7. How complaints are resolved

If the digital content is defective, the customer has the right to request removal of the defect under the conditions laid down by law.

Depending on the nature of the problem, the Seller may, for example:

send a new working download link,
make the purchased product available again,
supply a corrected file,
supply the correct version of the product,
bring the digital content into conformity with the contract in another appropriate way.

The defect will be removed free of charge and without significant inconvenience to the customer.

8. Price reduction or withdrawal from the contract

If the defect cannot be removed or the Seller does not remove it within a reasonable time, the customer may, under the conditions laid down by law, request:

a reasonable price reduction,
or, in cases provided for by law, withdraw from the contract.

The right to withdraw from the contract due to a defect is assessed according to the seriousness of the defect and the relevant legislation.

Withdrawal due to a defect must be distinguished from the consumer’s general 14-day right to withdraw from a distance contract.

9. Time limit for handling complaints

A complaint about digital content will be handled within a reasonable time, taking into account the nature of the digital content, the nature of the defect and the purpose for which the product was purchased.

The Seller will handle complaints without undue delay. A complaint, including the removal of the defect, will be handled no later than 30 days from the day it was filed, unless the Seller agrees a longer period with the customer.

The customer will provide the Seller with the cooperation necessary to verify and remove the defect.

10. E-mail or link not received

If, after a successful payment, the customer does not receive the e-mail with the digital product or download link, we recommend first:

checking the spam or promotions folder,
verifying that the correct e-mail address was entered when ordering,
waiting for confirmation that the payment was successfully completed.

If the product is still not available, the customer can contact us at: tichaknihovna@gmail.com

If the payment was successfully received and the customer is entitled to the product, we will make it available again.

11. Technical requirements

Digital books are normally supplied in PDF format, unless stated otherwise with a specific product.

A compatible device and software that supports this format are needed to open a PDF.

The customer is responsible for the basic functionality of their:

phone,
tablet,
computer,
e-reader,
internet connection,
software needed to open the file.

However, if the problem is caused by a defect in the supplied file or the Seller’s system, it will be handled as a complaint.

12. Nature of the product content

Digital books and educational materials serve informational, study and educational purposes.

It cannot automatically be considered a defect that, after reading the product, the customer:

does not achieve the expected result,
does not increase their income,
does not improve business results,
does not change their health condition,
does not achieve the expected personal or work result.

The Seller guarantees the delivery of a product that matches the description and legal requirements, not individual results achieved by applying the information in the publication.

13. Difference between a complaint and returning a product

A complaint concerns a defect of the product. This is, for example, a situation where:

the PDF does not work,
part of the product is missing,
a different product was delivered,
the product substantially does not match the agreed description.

A complaint is not the same as the request: “I have read the book and no longer want it.”

If the digital content was made available to the customer before the 14-day period expired on the basis of their express consent and the customer acknowledged the loss of the right to withdraw, subsequent withdrawal without giving a reason is not possible under the conditions laid down by law.

This in no way limits the right to complain about genuinely defective digital content.

14. Refunds

If the customer becomes entitled to a refund of all or part of the price, the amount will normally be refunded using the same method as the original payment, unless the parties agree otherwise and the law allows it.

The time it takes for the amount to be credited may also depend on the payment service provider or the customer’s bank.

15. Unauthorised distribution of the product

Complaint rights do not entitle the customer to:

further distribute the PDF,
publish the file,
provide it to third parties,
upload it to public storage services,
resell the product.

Purchasing a product grants the customer a licence to use it to the extent stated in the Terms and Conditions.

16. Out-of-court resolution of consumer disputes

If the customer is a consumer and a dispute arises with the Seller that cannot be resolved by mutual agreement, the customer may use out-of-court resolution of consumer disputes.

The competent body is:
Czech Trade Inspection Authority (Česká obchodní inspekce)
Central Inspectorate – ADR Department
Gorazdova 1969/24
120 00 Prague 2, Czech Republic
www.coi.gov.cz

17. Contact details for complaints

Please send complaints and questions to:

Seller: Martin Klíbr
Company ID (IČO): 86960512
E-mail: tichaknihovna@gmail.com
Website: tichaknihovna.cz

18. Final provisions

This Complaints Policy forms part of the Terms and Conditions of the online shop.

The customer’s rights under applicable law are not affected by this Complaints Policy.

If any provision of this Complaints Policy conflicts with a mandatory legal provision, the relevant statutory provision shall apply.

This English version is a translation. In the event of any discrepancy, the Czech version shall prevail.

Effective from: 13 October 2026