COMPLAINTS AND RETURNS OF GOODS

1. RIGHT OF WITHDRAWAL (14 Days)

1.1 For Consumers (individuals not purchasing for business purposes)

Pursuant to Section 1829(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 e-mail at: studio@pyloop.cz
Please provide: order number, purchase date, product name
Deadline: Within 14 days from the purchase of the license
Refunds: Within 14 days from the delivery of the withdrawal notice, we will return all payments to you via bank transfer.

1.2 EXCEPTION – Section 1837(l) of the Civil Code IMPORTANT:

You CANNOT exercise the right of withdrawal in the case of: “the supply of digital content, if it was not delivered on a tangible medium and was delivered with the prior express consent of the consumer before the expiry of the withdrawal period, and the trader informed the consumer before the conclusion of the contract that in such a case they have no right of withdrawal”. This means:

You CAN withdraw: As long as the digital content has not been made available to you and you have not consented to the expiry of the right of withdrawal pursuant to Section 1837(l) of the Civil Code.
You CANNOT withdraw: The delivery of the license key (or enabling the software download) is considered immediate delivery of digital content. If you granted your express consent to immediate delivery prior to the purchase and were properly informed about the expiry of the right of withdrawal, this right expires at the moment of delivery/provision of the license, regardless of whether you have already installed the program or activated the key.
Before completing the purchase, we inform you that by activating the license, you lose your right of withdrawal from the contract.

2. TRIAL VERSION

Before purchasing a full license, you can try PyLoop Tag Manager FOR FREE:

Trial period: 30 days
Full functionality
No payment details required Recommendation: Thoroughly test all functions before purchasing a full license.

3. DEFECT LIABILITY (WARRANTY)

3.1 Statutory Liability for Defects

Pursuant to Section 2161 et seq. of Act No. 89/2012 Coll., we are liable that the software:

Is free from defects
Corresponds to the description and possesses the characteristics we stated
Is fit for the purpose we stated
Time limit for exercising rights: The consumer is entitled to assert a claim for a defect that appears in the digital content within two years from its provision.
As a software provider, we undertake to supply the customer with necessary updates (especially security and compatibility updates for the supported operating system) for a period that the consumer can reasonably expect.
If the customer fails to install the available updates, we are not liable for any defect that arose solely as a result of the unperformed update.

3.2 How to File a Claim

E-mail: studio@pyloop.cz Please provide:
Order number and license key
Description of the problem (what is not working, error messages)
Windows version and system information
Screenshot of the error (if possible)
Leahline for settlement: 30 days from the delivery of the claim.

3.3 Methods of Claim Settlement

Depending on the severity of the defect, we will offer you:

Technical support – assistance with resolving the problem
Update/repair – delivery of a fixed version
Price reduction – an appropriate discount for minor defects
Refund – in case of a major defect that cannot be removed

3.4 What is NOT Covered by the Warranty

We cannot accept a claim 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 usage
The defect was caused by mechanical damage to the computer
The software was 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 program, firewall)

4. DISPUTE RESOLUTION

4.1 Out-of-Court Settlement

You have the right to contact an alternative dispute resolution (ADR) body for consumer disputes: Czech Trade Inspection (Česká obchodní inspekce) Central Inspectorate – ADR Department Štěpánská 567/15, 120 00 Prague 2 adr@coi.cz www.coi.cz Online Dispute Resolution (EU): https://ec.europa.eu/consumers/odr

4.2 Consumer Advisory

dTest www.dtest.cz Advice for consumers

5. TECHNICAL SUPPORT Before filing a claim, please try to contact technical support:

E-mail: studio@pyloop.cz
We resolve most common issues within 24 hours.

6. CONTACT DETAILS

PyLoop Studio – Jitka Kopečková Address: Pod vodojemem 399/12a, 40010 Ústí nad Labem, E-mail: studio@pyloop.cz, ID (IČO): 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 the trial version (30 days for free)
Verify compatibility with your system
Try all the functions you need
Read the documentation and FAQ

8. FREQUENTLY ASKED QUESTIONS (FAQ)

Q: Can I return the software if it does not suit me? A: Yes, but only if the license key has not been delivered to you yet (e.g., while waiting for a bank transfer to be processed). As soon as the license key is sent/made available to you, you lose the right of withdrawal in accordance with the consent granted at checkout and Section 1837(l) of the Civil Code. A fully functional 30-day free trial version is available to test the software before purchasing.

Q: What if the software does not work? A: Contact technical support at studio@pyloop.cz. We resolve most issues within 24 hours. If it is a defect, you have the right to file a claim.
Q: How long does a refund take? A: Within 14 days from the withdrawal from the contract or the approval of the claim.
Q: Can I try the software before purchasing? A: Yes! We offer a 30-day free trial version with full functionality.
Q: What if I forget my password/lose the license key? A: Contact us at studio@pyloop.cz with your order number and we will help you.

9. CONSENT TO IMMEDIATE PROVISION

Upon completing the order, you agree that:

The digital content (software) will be provided to you (delivered by e-mail/made available) immediately after payment verification.
You expressly agree that by sending/making available the license key, you lose your right of withdrawal pursuant to Section 1837(l) of the Civil Code.
You acknowledge that after the license activation, you cannot withdraw from the contract.
With this consent, you enable us to provide you with the software immediately, and you expressly agree to the loss of the right of withdrawal.

These terms are valid from September 26, 2025. We reserve the right to change them – you can always find the current version on our website. Last updated: June 10, 2026