General regulations
- General Provisions
1.1. These General Terms and Conditions govern the rights and obligations of the contracting parties arising from a service provision contract concluded between the trader AQUAPARK Poprad, s.r.o., registered office: Športová 1397/1, 058 01 Poprad, Company ID (IČO): 36 482 609, registered in the Commercial Register of the District Court Prešov, Section: Sro, Insert No.: 13805, VAT ID: SK 2020020486 (hereinafter the “Seller”), and the buyer who is the end consumer ordering services via the Seller’s online store (hereinafter the “Buyer”).
Seller’s contact details:
e-mail: eshop@aquacity.sk
tel: +421/ 52/ 78 51 111
place of business operations: Športová 1397/1, 058 01 Poprad
1.2. The registered office address and contact details of the Seller listed in the preceding point are the Seller’s contact details for the purpose of asserting rights arising from liability for defects, withdrawal from the contract, submitting requests for remedy or other suggestions, as well as other communication with the Seller.
1.3. The Seller’s activities are supervised by the Slovak Trade Inspection – SOI Inspectorate for the Prešov Region, Obrancov mieru 6, 080 01 Prešov.
1.4. The Buyer has the right, for the purpose of protecting their consumer rights arising from a purchase contract concluded via the online store, to contact a subject of alternative dispute resolution, without prejudice to the possibility to turn to a court. If the Buyer is not satisfied with the manner in which the Seller handled their complaint or believes that the Seller has violated their rights, the Buyer has the right to contact the Seller with a request for remedy. If the Seller replies to such a request by rejecting it or does not respond to such a request within 30 (thirty) days from the date it was sent, the Buyer has the right to submit a proposal to initiate an alternative dispute resolution to a subject of alternative dispute resolution pursuant to Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes. The competent subject for alternative resolution of consumer disputes with the Seller is the Slovak Trade Inspection or another competent authorized legal person listed in the register of subjects of alternative dispute resolution maintained by the Ministry of Economy of the Slovak Republic. The Buyer has the right to choose which of the above subjects of alternative dispute resolution to contact.
1.5. The Buyer may also submit a proposal to initiate alternative dispute resolution electronically via the online alternative dispute resolution platform available at:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=SK
1.6. By sending an electronic order to the Seller, the Buyer confirms their agreement that these General Terms and Conditions and their provisions shall apply to all service provision contracts concluded on the website of the online store operated by the Seller, under which the Seller supplies the services presented on the website to the Buyer (hereinafter the “Purchase Contract”), and to all relationships between the Seller and the Buyer arising from the concluded service provision contract and to service claims.
1.7. The General Terms and Conditions form an integral part of the service provision contract.
1.8. The offer of services on the Seller’s online store website is a catalogue of commonly provided services and the Seller does not guarantee the immediate availability of all listed services. The availability of services will be confirmed to the Buyer by an e-mail message confirming receipt of the Buyer’s order.
1.9. The Seller is bound to the Buyer by its offer of services presented on the Seller’s website, including the price, for at least 24 hours from sending the notice of receipt of the order to the Buyer.
- Method of Concluding a Service Provision Contract
2.1. The Buyer places a binding order for services by completing and sending a form on the Seller’s website and/or by placing a telephone order with the Seller (hereinafter the “Order”).
2.2. The service provision contract is concluded by the Seller’s binding acceptance of the Order in the form of an e-mail message confirming receipt of the Buyer’s order (hereinafter the “Order Confirmation”). An automatically generated notification of the order’s entry into the Seller’s electronic system is not considered a binding acceptance of the order.
2.3. Based on the concluded service provision contract, the Seller delivers to the Buyer a voucher entitling the Buyer to use the ordered services (hereinafter the “Voucher”), via Slovenská pošta, a.s. (Slovak Post) or a courier service as selected by the Buyer in the Order.
- Delivery Conditions
3.1. The Seller is obliged to provide the Buyer with the services in the agreed quantity, quality and time and to deliver the Voucher for this purpose.
3.2. The Buyer is obliged to accept the Voucher for the ordered services, pay the Seller the agreed purchase price within the agreed due date including the costs of delivering the Voucher (in case of printed Voucher delivery), not to damage the Seller’s good business name, and to confirm receipt of the Voucher by their signature or the signature of a person authorized by them.
3.3. The Buyer is not obliged to use the services; however, if not used, the Buyer is not entitled to a refund of the purchase price, nor to substitute services or the same services on a different date.
3.4. The Seller is obliged to deliver the Voucher to the Buyer within 10 days from payment of the purchase price for the ordered services.
3.5. The Buyer is obliged to accept the Voucher at the place specified in the Order.
3.6. A tax document meeting statutory requirements will be enclosed with each shipment upon request.
- Purchase Price
4.1. The purchase price of services is always stated on the Seller’s online store website inclusive of VAT. The Seller may set different prices for services depending on the specific date of service provision; prices valid for various dates will be stated in the valid price list. The Seller reserves the right to change service prices at any time. This does not affect the price of services under already confirmed orders.
4.2. After the Order Confirmation by the Seller, the Buyer is obliged to pay the Seller the purchase price of the services stated in the Order, including the costs of delivering the Voucher (hereinafter the “Purchase Price”), by non-cash transfer to the Seller’s bank account via the payment gateway that is part of the online store.
4.3. The day of payment is deemed to be the day on which the full Purchase Price is credited to the Seller’s account.
- Complaints Procedure (Liability for Defects)
5.1. The Seller is liable for defects in the services that occur during the provision of services, and the Buyer is obliged to assert them with the Seller without undue delay in accordance with these General Terms and Conditions.
5.2. If the services were not provided properly or show defects, the Buyer has the right to lodge a complaint with the Seller in writing or by e-mail. The Buyer must precisely specify the type and scope of the service defect, or the manner in which the defect manifests.
5.3. The Buyer is obliged to complain about defects in the services to the Seller without undue delay after they were provided, and if they were not provided at all, from the day they were to be provided.
5.4. The Seller shall provide the Buyer with written confirmation of the defect claim immediately after the Buyer raises the defect (confirmation of complaint receipt), indicating the period within which the defect will be removed, which must not exceed 30 days from the day the defect was raised. If the Seller refuses liability for defects, the reasons for refusal shall be communicated to the Buyer in writing.
5.5. Given the nature of the services provided by the Seller, the Seller shall remedy claimed service defects by providing substitute services or by a discount on the Purchase Price. In cases where the defect in services cannot be remedied by providing substitute services or a discount on the Purchase Price, the Buyer is entitled to a refund of the Purchase Price. If it is a defect of negligible nature which does not require disproportionate time and costs to remove, the Seller shall remove the defect immediately at its own expense without causing serious inconvenience to the Buyer. The Buyer is obliged to cooperate in the removal of the defect to avoid undue increases in the costs and time needed to remove the defect.
5.6. For the avoidance of doubt, the provisions of Sections 5.4 to 5.5 of these General Terms and Conditions apply only to Buyers who are consumers.
- Personal Data Protection
6.1. The Seller processes the Buyer’s freely provided personal data—name, surname, address, e-mail, telephone number—since processing of this personal data is necessary for performance of the Purchase Contract between the Buyer and the Seller and/or for handling the Buyer’s request prior to concluding the Purchase Contract related to the Seller’s vouchers and services, and for fulfilling the Seller’s obligations imposed by generally binding legal regulations. Processing of personal data by the Seller is carried out for the time necessary to exercise the rights and obligations arising from the contract and from generally binding legal regulations.
6.2. Before submitting the order, the Buyer may tick the appropriate box to express consent to receive information on the Seller’s news and special offers (newsletter). By ticking this box, the Buyer, as the data subject, freely and voluntarily grants the Seller, under the Personal Data Protection Act and relevant EU legislation, explicit consent to process the provided e-mail address for marketing purposes—sending newsletters via e-mail. This consent to personal data processing is granted by the Buyer for a period of 5 years.
6.3. The Buyer is responsible for the completeness, truthfulness and accuracy of the personal data provided. In case of changes to the personal data provided, the Buyer is obliged to notify the Seller of the change without delay or to update it directly in their user account.
6.4. The Buyer may withdraw consent to the processing of personal data for marketing purposes (for sending newsletters) at any time by clicking the relevant link placed directly in each marketing e-mail from the Seller, by sending an e-mail to the Seller, or in person at the Seller’s registered office.
6.5. If the personal data provided becomes outdated, if consent to personal data processing is withdrawn, after fulfillment of the purpose or the period for which consent was granted has expired, or if storage is inadmissible for any legal reason, the stored personal data will be deleted.
6.6. Personal data protection is governed by the provisions of the Personal Data Protection Act and the relevant EU legal regulations, which also stipulate the rights of the Buyer as a data subject. The Buyer has the right to be provided with information free of charge regarding the processing of their stored data. Provided the requirements set by generally binding legal regulations are met, the Buyer also has (i) the right of access to their personal data, (ii) the right to rectification of incorrect personal data, (iii) the right to restriction (blocking) of personal data processing, (iv) the right to object to the processing of their personal data for direct marketing purposes, (v) the right to erasure of personal data, especially when it is no longer necessary for the purposes for which it was obtained or otherwise processed or when they have withdrawn their consent to processing and no other legal basis for processing exists, or if the personal data was processed unlawfully. The Buyer also has, if the stipulated conditions are met, the right to data portability, i.e., the right to obtain their personal data voluntarily provided to the Seller in electronic form, in a structured, commonly used and machine-readable format, and in this context may exercise the right to transfer this data to another controller, if such transfer is technically feasible (right to data portability).
6.7. If, when exercising the data subject’s rights under personal data protection laws, the Buyer’s identity cannot be verified from the request or if the Seller has justified doubts regarding the identity of the person submitting the request, the Seller reserves the right to request that person to provide additional information necessary to confirm the identity of the person exercising the request.
6.8. As a data subject, the Buyer has the right to lodge a complaint with the supervisory authority, which is the Office for Personal Data Protection of the Slovak Republic, Hraničná 12, 820 07 Bratislava, in case of suspicion that their personal data is being processed in violation of applicable legislation.
6.9. The Seller declares that personal data is processed only for the above purposes and in accordance with the Personal Data Protection Act and relevant EU legislation, using appropriate technical, organizational and security measures.
6.10. The Buyer’s personal data may also be provided to another third party (recipient) if necessary for performance of the Purchase Contract. As part of order processing and performance of the Purchase Contract, the Buyer’s data is provided to the Seller’s contractual service providers to the necessary extent, such as a logistics provider, carrier, banks, etc. The data may be used by these service providers solely for the purposes of performing the Purchase Contract.
6.11. When processing the Buyer’s personal data for marketing purposes, the Buyer’s data is provided to the Seller’s contractual service providers to the necessary extent, in particular to the provider of marketing services. The Buyer’s personal data may be used by these service providers solely for the purpose for which the Buyer granted consent to the Seller.
7. Withdrawal from the Contract and Change of Reserved Date
7.1. The consumer does not have the right to withdraw from a distance contract without giving a reason in cases specified by applicable legal regulations, in particular where the subject of the contract is:
a) the provision of accommodation services for purposes other than residential housing,
b) the provision of catering services,
c) the provision of services related to leisure, wellness, recreational, or entertainment activities, where such services are to be provided on a specific date or within a specific period under the contract.
This applies in particular to stays, aquapark admission tickets, wellness services, treatments, massages, cryotherapy, animation programmes, events, gift vouchers, and vouchers purchased for a specific date of stay or admission. In such cases, the consumer may not withdraw from the contract without giving a reason, cancel the order, or request a refund of the amount paid, unless otherwise stated for the particular service or product. Cancellation of such orders is only possible under the conditions specified by the seller.
7.2. Beyond its statutory obligations, the seller may allow a change of the stay or admission date even for services referred to in Section 7.1. The buyer may request a date change by contacting the seller’s customer service department via e-mail at eshop@aquacity.sk or in person at the ticket office. Approval of a date change is at the sole discretion of the seller and depends on current capacity availability. The buyer has no legal entitlement to a date change.
If the price of the same type of service for the new date according to the current price list is higher than the original purchase price, the buyer shall pay the difference. If the price is lower, the difference shall not be refunded.
7.3. For products and services for which applicable law does not exclude the right of withdrawal, the consumer is entitled to withdraw from the contract without giving any reason within 14 days from the date of conclusion of the contract.
7.4. If the seller has failed to fulfil its information obligations regarding the consumer’s right of withdrawal, the withdrawal period shall expire 12 months after the end of the original withdrawal period. If the seller provides the required information during this extended period, the withdrawal period shall expire 14 days after the date on which such information is provided.
7.5. The consumer may exercise the right of withdrawal:
a) in writing by sending a notice to the seller’s registered office address,
b) electronically by e-mail to eshop@aquacity.sk,
c) by means of the online withdrawal form available on the seller’s website:
https://shop.aquacity.sk/en/odstupenie-od-zmluvy/
Upon receipt of an electronic withdrawal notice, the seller shall promptly send the consumer a confirmation of receipt to the e-mail address provided by the consumer.
7.6. Withdrawal from the contract shall result in the contract being cancelled from the outset. The seller shall refund all payments received from the consumer without undue delay and no later than 14 days from the date of receipt of the withdrawal notice, except in the cases referred to in Section 7.1 and where otherwise provided by applicable law.
7.7. The consumer may not withdraw from a service contract once the service has been fully provided, provided that the performance of the service began with the consumer’s prior express consent and the consumer was duly informed beforehand that the right of withdrawal would be lost upon full performance of the service.
7.8. If the consumer withdraws from a service contract after having expressly consented to the commencement of the service before the expiry of the withdrawal period, the consumer shall pay the seller a proportionate amount corresponding to the services provided up to the moment the withdrawal notice was delivered.
7.9. If the subject of the contract is a gift voucher, electronic voucher, or a similar product for which withdrawal from the contract is permitted by law, the consumer shall ensure that such voucher has not been used and, upon request of the seller, shall provide the information necessary for its deactivation.
7.10. A model withdrawal form and an online withdrawal form are available on the seller’s website at:
https://shop.aquacity.sk/en/odstupenie-od-zmluvy/
The consumer may submit a withdrawal notice electronically through the online form without the need to print documents or send them by post.
7.11. The provisions of Sections 7.3 to 7.10 apply exclusively to buyers who qualify as consumers under the applicable legal regulations.
- Final Provisions
8.1. These General Terms and Conditions take effect on 1/6/2026.
8.2. The Seller reserves the right to amend these General Terms and Conditions. The obligation to notify changes to these General Terms and Conditions in writing is fulfilled by publishing them on the Seller’s website; orders placed before the change of the General Terms and Conditions are governed by the General Terms and Conditions with which the Buyer was acquainted before concluding the service provision contract.
8.3. Matters not regulated by these General Terms and Conditions are governed by the relevant provisions of the Civil Code, Act No. 108/2024 Coll. on Consumer Protection and on amendment and supplementation of certain acts, and Act No. 22/2004 Coll. on Electronic Commerce as amended.
8.4. These General Terms and Conditions become effective vis-à-vis the Buyer at the moment of Order Confirmation by the Seller.
8.5. By confirming the order, the Buyer confirms that they have read these General Terms and Conditions and fully agree with the