Alternative Dispute Resolution (ADR)

In accordance with the provisions of Act No. 634/1992 Coll., on consumer protection, as amended, and Directive 2013/11/EU of the European Parliament and of the Council on alternative dispute resolution for consumer disputes (as amended by Directive (EU) 2025/2647), we inform you as a consumer about the possibility of alternative dispute resolution for disputes arising from the contract for the provision of services on our online store.

What is Alternative Dispute Resolution (ADR)?

Alternative Dispute Resolution (ADR) is a fast, inexpensive, and voluntary way to resolve disputes between a consumer and a seller without going to court. The proceedings are led by a neutral entity that helps the parties reach an agreement. ADR can only be used after an unsuccessful attempt to resolve the dispute directly with the seller.

ADR Body in the Czech Republic

The main body for alternative dispute resolution of consumer disputes in the Czech Republic is the Czech Trade Inspection Authority (ČOI), which provides ADR for disputes arising from consumer contracts, including those concluded online.

ČOI Contact Details for ADR:

Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Štěpánská 796/44, 110 00 Prague 1
Web: https://www.coi.gov.cz
Email for ADR: adr@coi.gov.cz

Filing a proposal online:
A proposal can be filed electronically through the ČOI portal https://eportal.coi.gov.cz or at https://www.onlineadr.cz. The form is also available at https://adr.coi.gov.cz.

The consumer is entitled to file a proposal for ADR initiation with ČOI no later than 1 year from the day on which they first asserted their right with the seller. The proceedings are free of charge.

The European ODR Platform Has Been Discontinued

The European Commission's Online Dispute Resolution (ODR) platform was permanently discontinued on 20 July 2025. Regulation (EU) No 524/2013 on online consumer dispute resolution was repealed by Regulation (EU) 2024/3228, and the traders' obligation to link to the ODR platform no longer applies.

Consumers can continue to use national ADR bodies (in the Czech Republic primarily the Czech Trade Inspection Authority). The list of ADR bodies in the European Union and more information on dispute resolution can be found on the European Commission portal: https://consumer-redress.ec.europa.eu/index_en and in the list of ADR bodies https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en.

Cross-Border Disputes

If you are a consumer from another EU country, Norway, or Iceland, the European Consumer Centre Czech Republic can help you with cross-border disputes: https://www.evropskyspotrebitel.gov.cz.

Additional Information

For specific sectors (e.g., finance, telecommunications, or energy), separate specialized ADR bodies may be competent. An overview of them and more information can be found in the list of EU ADR bodies at the address above.

This information is provided in accordance with legal requirements and serves to protect your rights as a consumer. If you have any questions, please contact us directly through our online store.