OH ADVISING s.r.o.
Brigádnická 140/72, Mokrá Hora
621 00 Brno, Czech Republic
IČO: 21147329
oh.advising@gmail.com
 

Effective date: 1 October 2026

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1. Scope and relationship with the Terms

1.1 These Complaints, Cancellations and Refunds Rules (the “Rules”) set out the process followed by OH ADVISING s.r.o. (the “Provider”) and its clients for appointment cancellations, withdrawal, complaints and refunds.

1.2 These Rules supplement the Provider’s Public Offer Terms. Mandatory law prevails; where these Rules and the Terms differ, the interpretation more favourable to a consumer applies.

1.3 The Rules apply to online consultations, mentoring, personalised numerology books in digital or physical form, and other digital materials. Terms for a future retreat will be stated in the documentation for that retreat.

2. No voluntary refunds

2.1 The Provider does not offer voluntary refunds merely because a client changes their mind, does not use the materials, disagrees with an interpretation, or does not achieve an expected personal, emotional, relationship, professional or financial outcome.

2.2 This principle does not apply where the client has a statutory withdrawal right or another mandatory remedy, or where the Provider expressly approves an exception in writing.

3. Withdrawal and cancellation

3.1 A consumer may exercise any statutory right to withdraw from a distance contract within the period and on the conditions set by law. These Rules do not limit that right.

3.2 Physical personalised book. A book made to the client’s personal specifications or clearly personalised is not eligible for voluntary return, exchange or cancellation once production has begun. For a consumer order, the statutory 14-day withdrawal right will normally not apply to goods made to the consumer’s specifications or clearly personalised. Statutory remedies for defects remain unaffected.

3.3 Digital book and other digital materials. Once digital content has been made available or sent, the Provider does not offer a voluntary refund. A consumer’s statutory withdrawal right ends only where, before supply begins, the client separately and expressly requested immediate supply, acknowledged the loss of the withdrawal right, and the Provider confirmed this in the order-confirmation email. Unless these requirements are met, statutory rights remain intact.

3.4 Consultations and mentoring. Consultations and mentoring are prepaid. A client may reschedule a consultation once with at least 48 hours’ notice. If cancelled less than 48 hours before the start, or where the client does not attend, the payment is non-refundable as compensation for the Provider’s reserved time. This rule does not apply to the extent it conflicts with a consumer’s statutory withdrawal right.

3.5 Where a consultation or mentoring starts during the 14-day withdrawal period at the consumer’s express request, the consumer must pay the proportionate price for the part already supplied if they withdraw after performance has started. Once the service has been fully supplied, the withdrawal right may end to the extent allowed by law, provided the statutory information and confirmation requirements were met.

3.6 Change of inputs. The client is responsible for the accuracy of their name, date, place and time of birth and other inputs. An error in client-supplied inputs is not a defect in the product. Once creation has started, changes are not an entitlement; the Provider may make them subject to availability and an agreed additional fee.

4. What may be complained about

4.1 A client may complain about an actual defect, including where the Provider does not supply the ordered product or service, a digital file cannot be opened despite meeting previously stated technical requirements, a physical product is damaged, or the content or service materially differs from its ordered description.

4.2 Subjective dissatisfaction with the content, style, astrological or numerological interpretation, lack of an expected outcome, failure to use the materials, or disagreement with personal beliefs is not by itself a defect.

4.3 For digital content and digital services, the Provider is liable for defects to the extent and for the period set by law. For one-off digital content, consumers may have statutory rights in respect of defects appearing within two years after supply, unless law provides otherwise.

4.4 The Provider is not responsible for an inability to use the content caused by the client’s outdated or unsuitable device, software, email inbox, internet connection or security settings where clear technical requirements were communicated before the contract and caused the issue.

5. How to make a complaint

5.1 Send complaints to oh.advising@gmail.com with the subject “Complaint”. To speed up handling, state your name, order email, order number, purchased product or service, description of the defect, date you noticed it and requested remedy. For physical goods, attach photos where reasonably possible.

5.2 The Provider will acknowledge the complaint by email and state the date received, its content and the requested remedy. The Provider may reasonably request additional information needed to assess it.

5.3 A consumer complaint will be handled without undue delay and no later than 30 days after it is made, unless the parties agree to a longer period in the individual case. For digital content or a digital service, it will be handled within a reasonable time considering its nature and purpose, as required by law.

5.4 For a valid complaint, the Provider may, according to the defect, correct or resupply digital content, repair or replace a physical product, repeat an undelivered service part, grant an appropriate price reduction, or refund payment where required by law. The Provider will choose a legally permitted remedy considering the defect and the consumer’s rights.

5.5 If a physical product is damaged in transit, the client is encouraged to document its condition and contact the Provider without undue delay. This recommendation does not limit statutory rights.

6. Refunds

6.1 Refunds are made only where required by law, where a valid complaint results in a refund, where the Provider does not accept an order, in the event of duplicate payment, or where the Provider approves a written exception.

6.2 Where a refund is due, the Provider will make it by the original payment method unless otherwise agreed, within the statutory period.

6.3 The Provider does not refund bank fees, exchange-rate differences or third-party charges unless reimbursement is mandatory by law or the Provider caused them.

7. Alternative dispute resolution and final provisions

7.1 The client may first contact the Provider at oh.advising@gmail.com. The competent alternative consumer-dispute-resolution body is the Czech Trade Inspection Authority, Štěpánská 796/44, 110 00 Prague 1, website: https://coi.gov.cz/informace-o-adr/.

7.2 These Rules are issued in Czech, English and Russian. If versions differ, the Czech version prevails, without limiting mandatory consumer rights.