This document was created using the Sellvio Terms and Conditions generator.
freeform.hu - effective from: 2026-01-14
I. General Rules
1. These General Terms and Conditions (hereinafter: T&C) set out the rights and obligations of Petrotech Szerviz Kft (hereinafter: Service Provider) and the party using the services of the Service Provider through its freeform.hu online portal (hereinafter: Website) (hereinafter: User).
2. Details of the Service Provider:
a. Name: Freeform Design Kft.
b. Registered office: 1037 Budapest, Toldás köz 16.
c. Tax number: 32531851-2-41
d. Company registration number: 01-09-429094
e. Mailing address: [email protected]
3. Details of the hosting provider:
a. Name: Sonrisa Informatikai Kft.
b. Registered office: Hungary, 1022 Budapest, Bég utca 3-5. 1st floor 108.
d. Website: sonrisa.hu
4. The scope of these T&C covers electronic commerce services provided within the territory of Hungary through the Website.
5. Language of the contract: Hungarian
6. Contracts qualify as contracts concluded in writing; the Service Provider does not file them.
7. The Service Provider is not subject to any code of conduct.
VII. Complaint Handling and Customer Service in the Case of Consumer Complaints
The rules set out in this chapter apply if the User qualifies as a consumer, i.e. a natural person acting outside the scope of their profession, independent occupation or business activity.
The name and registered office of the Service Provider can be found in the first part of these T&C. The User may communicate their complaint to the Service Provider either orally or in writing.
Contact details of the Service Provider for complaint handling:
Postal address: 1037 Budapest, Toldás köz 16.
E-mail: [email protected]
In person: 1037 Budapest, Toldás köz 16.
1. Handling of oral complaints
Immediate investigation
The Service Provider investigates the User's oral complaint immediately and seeks to remedy it as necessary. If the User does not agree with the handling of the complaint, or if immediate investigation of the complaint is not possible, the Service Provider shall promptly draw up a record of the complaint and of its position regarding it.
Recording the complaint
The record of the complaint contains the User's name and home address or e-mail address, the place, time and method of submitting the complaint, a detailed description of the complaint, and a list of the documents presented by the User. In the case of an oral complaint made in person, the Service Provider hands over a copy of the record to the User on the spot.
Telephone complaint handling
The Service Provider assigns a unique identification number to oral complaints communicated by the User by telephone or via any other electronic communications service.
The Service Provider sends a copy of the record of the complaint to the User no later than together with its substantive response.
The Service Provider makes an audio recording during telephone complaint handling and retains it for five years.
At the User's request, the Service Provider makes the audio recording made during telephone administration available free of charge, provides the opportunity to listen to the recording at its customer service, or sends a copy of it electronically upon request. The Service Provider fulfils any request for access to the audio recording within thirty days of becoming aware of it.
2. Handling of written complaints
Response deadline
The Service Provider responds to the User's written complaint in writing, substantively and in a verifiable manner within thirty days of its receipt. If the Service Provider rejects the User's complaint, it is obliged to state the reasons for its position.
If the User does not provide their name and home address or e-mail address, fails to give a detailed description of the complaint, or does not provide the papers, documents and other evidence necessary to assess the complaint, the Service Provider is not obliged to respond to the complaint.
The Service Provider promptly confirms receipt of a written complaint submitted via the electronic interface/form it provides to the e-mail address given by the consumer.
Retention of documentation
The Service Provider retains the record of the complaint, the written complaint and a copy of the substantive response to it for three years, and presents them upon request of the supervisory authorities.
3. Legal remedies
If the Service Provider rejects the complaint, it informs the User in writing of which authority or conciliation body they may turn to with their complaint. The information includes the registered office, telephone and online contact details, and mailing address of the competent authority and of the conciliation body competent for the User's place of residence or stay.
Contact details of the conciliation body: bekeltetes.hu/udvozlo
Contact details of the consumer protection authority:
fogyasztovedelem.kormany. … /fogyasztovedelmi_hatosag
3.1. Initiating conciliation body proceedings
In handling complaints and informing consumers, the Service Provider cooperates with associations representing consumer interests and with consumer protection authorities.
The Service Provider informs the User that it has made a general declaration of submission, in writing and valid until revoked, to the conciliation body competent for its registered office or – with effect for all conciliation bodies – to the MKIK (Hungarian Chamber of Commerce and Industry).
The Service Provider informs Users that, in addition to Users qualifying as consumers, the following may also turn to a conciliation body: a civil organisation acting for purposes outside its independent occupation and economic activity as defined by a separate act, an ecclesiastical legal person, a condominium, a housing cooperative, and any consumer who is a citizen of a Member State or has a place of residence in a Member State, as well as any business that has an establishment in a Member State and purchases goods or uses services within the Union exclusively for end-use purposes, or acts with such intent.
3.2. Consumer protection authority proceedings
Before initiating proceedings with the consumer protection authority, the User is obliged to attempt to settle the dispute directly with the Service Provider.
The User may initiate proceedings with the consumer protection authority if the Service Provider has violated the provisions of consumer protection legislation, in particular its obligations relating to distribution, provision of services, complaint handling, customer service, the quality, composition, packaging and pricing of products, the handling of warranty and guarantee claims, and consumer information.
The application submitted to the consumer protection authority must contain:
- the name of the Service Provider and the address of its registered office,
- the place where the objected conduct took place,
- a brief description of the subject of the application, supported by the available documents, including in particular the Service Provider's reply letter to the User's inquiry, the record of the oral complaint, and, in the case of a complaint submitted by post or electronically, the document proving its dispatch.
Proceedings of the consumer protection authority may not be initiated more than three years after the infringement occurred. If the infringing conduct is continuous, the deadline starts when the conduct ceases.
In proceedings of the consumer protection authority – within the scope of protecting the consumer interests they represent – associations representing consumer interests are also entitled to the rights of a party.
If the consumer protection authority establishes a breach of consumer protection provisions, it may, among other things, order the termination of the infringing situation, prohibit the continuation of the infringing conduct, oblige the Service Provider to remedy the identified deficiencies within a set deadline, or impose a consumer protection fine.
4. Procedure of the Service Provider in the case of repeated complaints
If the User resubmits a complaint identical in content to a complaint that has already been substantively answered, and it contains no new information, the Service Provider may refrain from investigating it. The Service Provider may likewise refrain from investigating complaints made by unidentifiable persons.
5. Fulfilment of the written form requirement
The Service Provider may fulfil its written complaint handling obligations by letter, fax or electronic means, provided that the means used allows the data to be stored durably and displayed in unchanged form.
XI. Other Provisions and Information
1. The Service Provider informs the User that
a. the annual availability of the servers ensuring its data processing exceeds 99.9%. To protect the data, regular backups are made, so in the event of data loss the original content can be restored,
b. the stored information is kept in MSSQL and MySQL databases; sensitive data is protected with strong encryption, for which we use hardware encryption solutions integrated into the processor.
2. The Service Provider informs the User that the Sellvio rating system operates on the Website.
a. The rating system does not evaluate individual products but the operation of the webshop itself, based exclusively on the opinions of real Users.
b. The following technical security measures are applied during the review process:
i. The option to leave a rating is activated only after a purchase. The system operates independently of the Website, and the reviews are stored by Sellvio (ErdSoft Kft.: company registration number: 06-09-030198, registered office: 6720 Szeged, Kígyó utca 4.).
ii. Ratings can only be submitted after a purchase, based on an invitation sent to the e-mail address provided.
iii. It is important to note that neither ratings nor reviews can be deleted – both positive and negative feedback are displayed, so the system provides an authentic picture of the Webshop's operation.