Complaints, Withdrawal and Refunds

Complaints, Withdrawal and Refunds for zCommerce

  • Document version: REKL-ZC-2026-06
  • Operator: Zserver s.r.o.
  • Company ID: 26249928
  • VAT ID: CZ26249928
  • Registered office: Heydukova 163, 572 01 Policka, Czech Republic
  • Commercial Register entry: file no. C 21393 kept by the Regional Court in Hradec Kralove
  • zCommerce e-mail: info@zcommerce.cz
  • Phone: +420 776 251 658
  • Website: www.zcommerce.cz
  • Brand: zCommerce by Zserver s.r.o.
  • Effective from: 2026-06-01

This document provides a practical summary of the rules for complaints, withdrawal from the contract and the voluntary refund guarantee for zCommerce modules and other digital content. The legally binding rules are stated mainly in the zCommerce Business Terms and Conditions and in the zCommerce Module License Terms (EULA).

1. Contact for complaints and refunds

Complaints, withdrawal notices, refund requests and related questions should be sent to:

info@zcommerce.cz

If possible, include the order number, module name, license key or domain related to the request.

2. Withdrawal from the contract for digital content

2.1 If the customer is a consumer and the contract was concluded at a distance, the consumer generally has the right to withdraw from the contract without giving a reason within 14 days, unless the law provides an exception.

2.2 For digital content supplied without a tangible medium, the withdrawal period usually starts on the date the contract is concluded.

2.3 If the consumer expressly agrees that the digital content may be made available before the end of the 14-day period and also acknowledges that this causes the loss of the right to withdraw, the consumer loses the right to withdraw once the digital content has been made available.

2.4 If the customer does not give this consent, the digital content does not have to be made available immediately. In that case, delivery may be postponed until the withdrawal period expires, or the order may be refused if immediate delivery is an essential feature of the product.

2.5 Recommended checkbox wording in the order process:

I agree that the digital content may be made available to me immediately after payment, that is before the expiry of the 14-day withdrawal period. I acknowledge that, under the conditions required by law, I thereby lose the right to withdraw from the contract.

3. How to withdraw from the contract

3.1 Withdrawal may be sent by e-mail to info@zcommerce.cz or in writing to the registered office of Zserver s.r.o.

3.2 A consumer may use the model withdrawal form, but this is not mandatory. Any clear statement that the consumer withdraws from the contract is sufficient.

3.3 To meet the deadline, it is sufficient to send the withdrawal before the period expires.

3.4 If the withdrawal is valid, we will return the payment in the manner and within the time limit required by law, usually using the same method by which the payment was received, unless we agree otherwise.

4. What happens after withdrawal or refund

4.1 After withdrawal from the contract, a refund or termination of the license, the customer's right to use the module ends.

4.2 The customer must uninstall the module, remove its copies and stop using it.

4.3 The provider may deactivate the license key, update access, support, customer account or paid features related to the module.

5. Voluntary refund guarantee for modules

5.1 For paid zCommerce modules, the provider may offer a voluntary 14-day module refund guarantee without the need to state a reason.

5.2 The guarantee applies only to the price paid for the module itself.

5.3 The guarantee does not apply to separately invoiced installation, configuration, service work, custom development, consulting, technical support beyond the module price, renewal of update entitlement or other separate services, unless expressly stated otherwise.

5.4 To use the guarantee, send the request to info@zcommerce.cz no later than 14 days after the purchase of the module.

5.5 After the price has been returned, the license to use the module ends and the customer must proceed according to section 4 of this document.

5.6 The voluntary guarantee does not affect statutory consumer rights or rights arising from defects that cannot legally be limited.

6. Module complaints

6.1 Complaints may be submitted by e-mail to info@zcommerce.cz.

6.2 A complaint should include:

  • the customer's name or business name,
  • the e-mail used in the order,
  • the order or invoice number,
  • the module name,
  • the license key or domain,
  • the module version,
  • the platform version, for example PrestaShop or ZenCart,
  • the PHP and database version,
  • a description of the defect,
  • the steps needed to reproduce the issue,
  • error messages, screenshots or logs,
  • information on whether the issue appears in a supported environment.

6.3 A module defect does not include, in particular, issues caused by:

  • an unsupported platform, PHP, database or server version,
  • a conflict with a third-party module, theme or core modification,
  • intervention by the customer or a third party,
  • incorrect configuration,
  • insufficient permissions,
  • a damaged database,
  • missing dependencies,
  • changes in the API, rules or availability of a third-party service,
  • use of the module contrary to the documentation.

6.4 We will assess the complaint and inform the customer about the outcome. For consumers, the complaint will be handled within the statutory time limit unless a longer period is agreed.

6.5 A complaint may be resolved in particular by a repair, update, workaround, reasonable discount, refund or rejection with explanation.

7. Recommendation before installation and updates

7.1 Before installation, update, configuration or use of a risky module function, create a full and restorable backup of the website, files and database.

7.2 For a production store, we recommend verifying the change first in a test or staging environment.

7.3 If you are not sure, order installation or review as a paid service.

8. Effectiveness

8.1 This document takes effect on 2026-06-01.

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