COMPLAINTS AND RETURNS OF GOODS
1. RIGHT OF WITHDRAWAL FROM THE CONTRACT (14 days)
1.1 For consumers (natural persons not purchasing on a business basis)
According to Section 1829, paragraph 1 of Act No. 89/2012 Coll., the Civil Code, you have the right to withdraw from the contract within 14 days of its conclusion without giving any reason.
How to withdraw:
- Send us an email at: studio@pyloop.cz
- Please provide: order number, purchase date, product name
Deadline: Within 14 days of purchasing the license
Refund: We will refund all payments to you within 14 days of receipt of your withdrawal using the same method you used to pay.
1.2 EXCEPTION – Section 1837(l) of the Civil Code
IMPORTANT: You CANNOT exercise your right of withdrawal in the following cases:
“the supply of digital content, unless it was supplied on a tangible medium and was supplied with the consumer’s prior express consent before the expiry of the withdrawal period and the entrepreneur informed the consumer before the conclusion of the contract that in such a case he does not have the right to withdraw from the contract”
This means:
YOU CAN withdraw: As long as the digital content has not been made available and you have not agreed to the termination of the right of withdrawal pursuant to Section 1837(l) of the Civil Code.
You CANNOT withdraw: Activation of the license key is considered to be the immediate delivery of the digital content. If you have also expressly agreed to the immediate delivery before the purchase and have been informed of the loss of the right of withdrawal, the right of withdrawal is lost. (It is essential that the customer clicks “I agree”.)
Before completing your purchase, we inform you that by activating the license you lose your right to withdraw from the contract .
2. TRIAL VERSION (TRIAL)
try Linguella for FREE before purchasing a full license :
- Trial period: 30 days
- Full functionality
- Does not require payment details
Recommendation: Try all features thoroughly before purchasing a full license.
3. CLAIM FOR DEFECTS (WARRANTY)
3.1 Legal liability for defects
According to Section 2161 et seq. of Act No. 89/2012 Coll., we are responsible for the fact that the software:
- It is without defects.
- It corresponds to the description and has the features we listed
- It is suitable for the purpose we stated
Warranty period: The statutory period for exercising rights arising from defective performance is 24 months from the date the software was made available (more precise formulation according to Section 2389g of the Civil Code).
3.2 How to make a complaint
Contact us:
- Email: studio@pyloop.cz
Please specify:
- Order number and license key
- Description of the problem (what doesn’t work, error messages)
- Windows version and system information
- Screenshot of the error (if possible)
Deadline for processing: 30 days from receipt of the complaint
3.3 Methods of handling complaints
Depending on the severity of the defect, we will offer you:
- Technical support – help with problem solving
- Update/fix – delivery of a corrected version
- Price discount – reasonable discount for minor defects
- Refund – in case of a serious defect that cannot be removed
3.4 What is NOT a complaint
We cannot accept a complaint in the following cases:
- The software does not work due to unsuitable hardware/OS (see system requirements)
- The problem was caused by improper installation or use.
- The defect was caused by mechanical damage to the computer.
- The software has been modified by a third party
- You are using an unsupported version of Windows (Win 32-bit, older than Win 10)
- The problem is caused by other software (antivirus, firewall)
4. DISPUTE RESOLUTION
4.1 Out-of-court settlement
You have the right to contact an out-of-court consumer dispute resolution body:
Czech Trade Inspection
- Central Inspectorate – ADR Department
- Stepanska 567/15, 120 00 Prague 2
- adr@coi.cz
Online Dispute Resolution (EU):
4.2 Consumer advice
dTest
- Consumer advice
5. TECHNICAL SUPPORT
Before making a complaint, try contacting technical support :
Email: studio@pyloop.cz
We resolve most common problems within 24 hours.
6. CONTACT DETAILS
PyLoop Studio – Jitka Kopečková
Address: Pod vodojemem 399/12a
E-mail: studio@pyloop.cz
Company ID: 74161121
7. IMPORTANT INFORMATION
System requirements:
- Windows 10/11 (64-bit)
- 4 GB RAM (8 GB recommended)
- 500 MB of free space
Before purchasing:
- Download trial version (30 days free)
- Verify compatibility with your system
- Try all the features you need
- Read the documentation and FAQ
8. FREQUENTLY ASKED QUESTIONS (FAQ)
Q: Can I return the software if I don’t like it?
A: Yes, but only if you have not activated the license . After activation, you lose the right of withdrawal under Section 1837 letter l) of the Civil Code.
Q: What if the software doesn’t work?
A: Contact technical support at studio@pyloop.cz. Most problems will be resolved within 24 hours. If there is a defect, you have the right to file a complaint.
Q: How long does it take to get a refund?
A: Within 14 days of withdrawal from the contract or acknowledgement of the complaint.
Q: Can I try the software before I buy?
A: Yes! We offer a 30-day free trial with full functionality.
Q: What if I forget my password/lose my license key?
A: Contact us at studio@pyloop.cz with your order number and we will help you.
9. CONSENT TO IMMEDIATE PROVISION
By completing your order, you agree that:
- Digital content (software) will be provided to you immediately after payment
- You lose the right to withdraw from the contract pursuant to Section 1837 (l) of the Civil Code.
- You acknowledge that you cannot withdraw from the contract after activating the license.
By giving this consent, you allow us to provide you with the software immediately and you expressly agree to the loss of the right of withdrawal.
These terms and conditions are valid from [date]. We reserve the right to change them – the current version can always be found on our website.
Last updated: 19.10. 2025