Terms of service

Terms of Service

Introductory Provisions

1.1. These General Business Terms and Conditions govern the business relations between the company medibianca s. r. o., K lodenici 7416/3, 921 01 Piešťany, Company ID No.: 50673807, VAT No.: SK2120433942, registered in the Commercial Register of the District Court Trnava, Section Sro, Insert No. 40038/T (hereinafter referred to as the "Seller") and the Buyer concluded via the online store www.medicovi.com.

1.2. A Buyer refers to any person who has sent a fully completed electronic order form provided on the Seller's website and is purchasing goods for the personal consumption of individuals, not for business purposes.

1.3. The legal relationship between the Seller and the Buyer is governed by these General Business Terms and Conditions, the Complaints Procedure for the online store www.medicovi.com, and especially by the relevant provisions of Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, the Civil Code Act No. 40/1964 Coll. as amended, and these business terms specifying details in their conclusion and implementation. If the Buyer makes a purchase related to business activity, the purchase contract is mainly governed by the Commercial Code Act No. 513/1991 Coll. as amended, and these business terms.

1.4. The Purchase Agreement refers to the contract between the Seller and the Buyer whose subject is the purchase of goods offered by the Seller on the website www.medicovi.com concluded in the manner according to Article II of these General Business Terms and Conditions.

1.5. Contact details of the Seller concerning the website www.medicovi.com are: contact phone number: +421 2 3345 6663, working days from 8:00 to 16:00, e-mail: info@medicovi.com, bank details: IBAN: SK16 0900 0000 0052 3092 1043.

How to order goods and conclude a purchase contract

2.1. The Buyer orders goods through the completed electronic order form provided on the Seller's website.

2.2. The Buyer fills in all the required details stated in the order form. Before the final submission of the order, the Buyer has the opportunity to check the order and entered details. Changing the filled-in details is possible by overwriting them and pressing the "Update Cart" button. The Buyer confirms the order with the "Order" button. The order is considered sent if it is delivered to the Seller and contains all required details. The sent order is considered a proposal to conclude a purchase contract.

2.3. The purchase contract is concluded by confirmation of the electronic order by the Seller via e-mail.

2.4. If the Buyer does not confirm this in the manner and within the period specified by the Seller, the Purchase Agreement is considered terminated by the expiration of this period.

2.5. The Seller reserves the right not to send acceptance to the Buyer in case of an obvious printing error concerning the price, description, or image of the goods in the product catalog listed on the Seller's website.

Price, Payment, and Delivery Conditions

3.1. The Buyer is obliged to duly and timely pay the purchase price to the Seller for the goods sent by the Seller based on the concluded Purchase Agreement.

3.2. The purchase price for the goods is the price listed on the Seller's website www.medicovi.com at the time of sending the order by the Buyer to the Seller. The purchase price is inclusive of VAT at the current rate applicable in the Slovak Republic.

3.3. The Buyer pays the purchase price via cash on delivery to the GLS courier company, by bank transfer, or through electronic payment systems such as PayPal, VISA, VISA Electron, MasterCard or Maestro.

3.4. The invoice for the purchase price issued by the Seller, which will be sent to the Buyer together with the goods or electronically, also serves as a tax document and delivery note.

3.5. The purchase price according to point 3.2. includes the cost of transporting the purchased goods, unless stated otherwise during the checkout process. The price for cash on delivery may be charged separately according to the current shipping conditions displayed in the online store.

3.6. The goods will be sent to the Buyer as soon as possible, usually within 5 working days from the confirmation of the Purchase Agreement. To this, the time required for delivery by the GLS courier, typically 1 to 3 working days, should be added. The Buyer acknowledges that the mentioned terms are indicative.

3.7. If the ordered goods cannot be supplied due to the stock being sold out, the Seller will inform the Buyer and may offer another comparable product. Substitute performance is possible only with the Buyer’s consent.

3.8. The goods are securely packaged during transportation. When receiving the goods, the Buyer is obliged to check the physical integrity and completeness of the shipment. If the shipment is visibly damaged or compromised, the Buyer should not accept the shipment or should report the damage to the courier and inform the Seller without undue delay.

Warranty and Claims Procedure

4.1. The Seller provides a warranty for the goods according to generally binding legal regulations. The warranty period is 24 months for all goods. The warranty period begins on the day the Buyer receives the goods.

4.2. The provided warranty covers manufacturing defects or other defects that were not caused by unprofessional or rough handling, using the product contrary to its purpose or instructions, wrong size selection, intentional or unintentional mechanical damage, insufficient or inappropriate maintenance, natural changes in the materials from which the product is made, or natural wear and tear.

4.3. The Buyer can make a claim by informing the Seller via e-mail, phone, or letter sent to the Seller's address: medibianca s. r. o., K lodenici 7416/3, 921 01 Piešťany.

4.4. The claim procedure and the method of defect rectification are governed by the Complaints Procedure, which is an integral part of these General Business Terms and Conditions.

4.5. The lifespan of the water filler in Medicovi insoles is 8 months from receiving the goods. Medicovi Front orthopedic insoles, H20, and Twin-heels have a weight capacity of 80 kilograms. Insoles T40, A40, and T45 have a weight capacity of 110 kilograms.

4.6. The Seller provides a warranty period of 24 months as required by law. The warranty applies to manufacturing defects in materials. The right to warranty becomes void if the product is damaged mechanically by the Buyer, mishandled, if obvious defects are not reported upon receipt, if the product is used in conditions not suitable for the product in terms of moisture, chemical or mechanical impacts, if maintenance and care are neglected, if the product is damaged by excessive load, used contrary to general principles, technical standards or safety regulations, or in case of any other breach of warranty conditions. Defects arising from natural disasters are also excluded from the warranty. The warranty does not cover normal wear and tear of the product or its parts resulting from use. Therefore, shorter product lifespan caused by normal wear and tear cannot be considered a defect and cannot be claimed.

4.7. Any complaints are processed in accordance with the Civil Code and Act No. 108/2024 Coll. on Consumer Protection. Claims must be made in writing, either by mail to the Seller's registered office or by e-mail to info@medicovi.com.

4.8. The Seller is not responsible for damages resulting from misuse, improper care, or any other interventions, nor for damages caused by external events. Warranty does not cover defects of these origins. Medicovi orthopedic insoles must be worn in cleaned, dry shoes without internal impurities such as dust, sand, or soil, due to the risk of mechanical damage to the water capsule, which is not covered by the warranty.

4.9. The product must be returned in a condition allowing the Seller to assess the claimed defect.

4.10. Claim procedure: Please inform us in advance about the claim via our e-mail info@medicovi.com. Send the product using any courier service at your own expense to the Seller's address: medibianca s. r. o., K lodenici 7416/3, 921 01 Piešťany. Please include the completed claim form and your invoice number. We will try to process your claim as soon as possible, but the claim procedure may take up to 30 days.

Returning goods – contract withdrawal

5.1. In accordance with Act No. 108/2024 Coll. on Consumer Protection, the Buyer has the right to withdraw from the contract without specifying a reason within 14 calendar days from the date of receiving the goods, provided that the Buyer's notice of withdrawal is delivered to the Seller within this period. Only a consumer, a natural person, has the right to withdraw. Legal entities or entrepreneurs buying goods for business purposes do not have this right.

5.2. The Buyer is obliged to return the product by sending it through a courier service at their own expense to the Seller's address: medibianca s. r. o., K lodenici 7416/3, 921 01 Piešťany. The Buyer must inform the Seller when returning the product. Goods sent cash on delivery will not be accepted by the Seller and will be returned to the Buyer at their expense. If the Buyer chooses to return the goods, they must be undamaged and complete. A sample withdrawal form is available on the Seller’s website.

5.3. The Seller will inspect the returned goods. If the product is returned undamaged, the Seller will refund the purchase price within 14 days from the date of receiving the returned product, via bank transfer to the Buyer's account or by another payment method agreed with the Buyer. If the returned product is damaged in any way, the Seller reserves the right to claim compensation, which can be deducted from the purchase price. This does not apply if the product was returned due to defects covered by the warranty.

5.4. Voluntary 30-day money-back guarantee: The Buyer has the right to withdraw from the Purchase Agreement within 30 calendar days of receiving the goods without stating a reason. This voluntary 30-day money-back guarantee is provided by the Seller in addition to the statutory right of withdrawal. The guarantee applies only to the first purchase made by a customer and may be refused in case of abuse or repeated claims. The 30-day money-back guarantee does not apply to subsequent purchases.

Personal Data Protection and Privacy

In case of personal data processing, it is in our interest to protect personal data against misuse and to act in accordance with Act No. 18/2018 Coll. on Personal Data Protection and in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council, the General Data Protection Regulation.

6.1. The controller of your personal data is the company medibianca s. r. o., located at K lodenici 7416/3, 921 01 Piešťany, registered in the Commercial Register of the District Court Trnava, Section Sro, Insert No. 40038/T, operator of the e-shop www.medicovi.com.

6.2.1. The purpose of processing personal data is to process the order made on www.medicovi.com. Therefore, we use details such as first and last name, billing and delivery address.

6.2.2. For communication purposes regarding order processing, we use your e-mail and phone number.

6.2.3. We may also process personal data for marketing purposes, such as sending information about news and new products, only if there is a valid legal basis, such as consent or legitimate interest, where applicable.

6.2.4. We may disclose data to third parties only to the extent necessary for order processing, fulfilment of legal obligations, protection of our rights, or based on a decision of a competent authority.

6.2.5. In the case of natural persons - entrepreneurs and legal entities, data such as Company Registration Number, Tax Identification Number, and VAT Number may be processed for accounting, tax and legal purposes.

6.2.6. We also store personal data for accounting and tax purposes.

6.2.7. Data may be processed for marketing purposes, such as processing e-mail addresses to send customer satisfaction feedback or newsletters, if the legal conditions for such processing are met.

6.2.8. To improve our services, we may use cookies in accordance with applicable legislation.

6.3. When providing our services and processing orders, we disclose your data to the following third party: GLS General Logistics Systems Slovakia s.r.o. as the shipping company.

6.4. Personal data are retained for the period required by applicable accounting, tax and consumer protection legislation, generally for up to 10 years. Personal data processed for marketing purposes based on consent are retained until consent is withdrawn.

6.5.1. Under the conditions set out in the GDPR, you have the right to request access to your personal data, the right to correct or delete your personal data, the right to restrict their processing, the right to object to personal data processing and the right to data portability.

6.5.2. You have the right to withdraw your consent to process your personal data given to the controller at any time. However, this does not affect the lawfulness of processing based on consent before its withdrawal or processing required by law. You can withdraw your consent to process personal data at the e-mail address info@medicovi.com.

6.5.3. If you believe that the processing of your personal data has violated applicable data protection legislation, you have the right to file a complaint with the supervisory authority.

6.6. Personal data processing is carried out in accordance with Regulation (EU) 2016/679, the GDPR, as well as with other legal provisions on personal data protection. Personal data is collected and processed only for the necessary duration, to the necessary extent, and is not made available to third parties except where necessary for the purposes stated above.

Alternative Dispute Resolution

7.1. In accordance with Act No. 391/2015 Coll. on Alternative Consumer Dispute Resolution and amendments to certain acts, a consumer has the right to approach the Seller with a request for redress if they are not satisfied with how the Seller handled their complaint, or if they believe the Seller violated their rights. The consumer has the right to submit a proposal to start alternative dispute resolution to an authorized alternative dispute resolution entity if the Seller declined the request or did not respond to it within 30 days of its dispatch.

7.2. Alternative dispute resolution is the procedure of an alternative dispute resolution entity under Act No. 391/2015 Coll., whose aim is to reach an amicable settlement of a dispute between the parties. The parties to the dispute are the consumer who submitted a proposal to initiate alternative dispute resolution and the Seller against whom the proposal is directed.

7.3. The list of alternative dispute resolution entities is available on the website of the Ministry of Economy of the Slovak Republic.

7.4. The European Online Dispute Resolution platform is no longer in operation. Consumers may submit alternative dispute resolution requests directly to authorized ADR entities listed by the Ministry of Economy of the Slovak Republic.

Liability

8.1. The website www.medicovi.com can be updated without prior notice.

8.2. The information on this website is for informational purposes only and should not be considered medical advice. This information is not intended to diagnose or treat any medical condition. Statements should not be considered a substitute for a medical examination. It is recommended to consult with your doctor before making any lifestyle changes. By using this website, you accept the terms of this liability disclaimer.

Final Provisions

9.1. These General Terms and Conditions apply in the scope and wording as stated on the Seller's website on the day the order is sent by the Buyer.

9.2. By submitting an order, the Buyer confirms to the Seller that they accept the price of the ordered goods, including any shipping and handling costs. At the same time, the Buyer declares that they have familiarized themselves with the General Terms and Conditions as well as the Seller's Complaint Procedure in force at the time of sending the order and agrees with them.

9.3. The Seller reserves the right to change the wording of these General Terms and Conditions without prior notice.

9.4. The Seller and the Buyer agree that they fully acknowledge the electronic form of communication, especially via e-mail and the internet network, as valid and binding for both contractual parties.

9.5. In accordance with applicable law, the general supervisory and control authority is the Slovak Trade Inspection, Prievozská 32, P.O. Box 5, 820 07 Bratislava 27, Slovak Republic. Contact: Consumer Protection Department, phone: 02/58 27 21 59.

Place and date of approval: Piešťany, 10.06.2026.