If an activity does not work as it should, get in touch. We solve most problems straight away. Before making a complaint, try the guide to opening activities. Opening the file in another browser often helps.
This complaints procedure supplements the terms and conditions (section 9).
1. What you can complain about
- You can complain about a defect in an activity, for example if it does not open even in an environment that meets the technical requirements, does not work as described, contains an error or the file cannot be downloaded.
- We are liable for any defect that the activity has at the time of supply and that becomes apparent within two years of supply. The activity is supplied when the download link is made available to you.
- If a defect becomes apparent within one year of supply, it is presumed to have existed at the time of supply unless we prove otherwise.
- We are not liable for a defect caused by a computer, operating system or browser that does not meet the technical requirements we told you about before the purchase.
2. How to complain
Send your complaint by email to objednavky@edulo.eu or by letter to the seller's address below. Please include:
- the order number and the name of the activity,
- what exactly does not work,
- your computer, operating system and browser,
- a screenshot, if you can,
- what you would like: the defect remedied (for example a corrected file), a price reduction or withdrawal from the contract.
Cooperation: you must cooperate with us to a reasonable extent so that we can establish whether the cause of the defect lies in your computer or browser. Simple steps are enough, for example answering questions about your device or sending a screenshot. If you do not cooperate, you must prove that the activity was defective at the time of supply in order to exercise your rights.
3. Confirmation of the complaint
We will confirm receipt of your complaint by email without undue delay. The confirmation states the period within which we will remedy the defect. It will not be longer than 30 days from the day you reported the defect, unless a longer period is justified by an objective reason beyond our control.
4. How we handle the complaint
- We remedy the defect free of charge, usually by sending you a corrected file or a new download link.
- If the defect cannot be remedied or doing so would be disproportionately costly, if we do not remedy it in time, if the defect recurs or is so serious that it justifies an immediate remedy, you are entitled to a proportionate price reduction or may withdraw from the contract. You may not withdraw because of a minor defect.
- We pay a price reduction or refund within 14 days using the same means of payment you used, free of charge. After withdrawing from the contract, stop using the activity and do not make it available to others.
- If we reject your complaint, we will tell you the reasons in writing (by email).
- We always inform you by email of how your complaint was resolved.
5. If you disagree with the outcome
Send us a request for redress to objednavky@edulo.eu. If we reject it or do not reply within 30 days, you as a consumer may submit a proposal for alternative dispute resolution to the Slovak Trade Inspection. Details are in section 11 of the terms and conditions. Your right to go to court is not affected.
6. Purchases by schools and companies
We handle complaints from buyers who are not consumers (for example preschools or companies) in the same way. Their rights for defects are, however, governed by the general rules of law.
7. Contact
Ing. Miroslav Juro
Place of business: Tehliarska 3751/21, 071 01 Michalovce, Slovakia
Company ID (IČO): 57964378, Tax ID (DIČ): 1120313876
Registered in the Trade Register (Živnostenský register) of the District Office Michalovce, Slovakia, No. 840-34948
Email: objednavky@edulo.eu, Phone: +421 903 701 355
Last updated: 24 October 2026