General Terms and Conditions of the Hot´Horse DELI Online Shop

The General Terms and Conditions of the Hot´Horse DELI Online Shop are drawn up in accordance with the Consumer Protection Act (ZVPot-UPB2), based on the recommendations of the Chamber of Commerce and Industry and international e-commerce codes.
The Hot´Horse DELI online portal (hereinafter referred to as “shop”) is operated by Hot – Horse d.o.o, Podjetje za trgovino in storitve, Flandrova ulica 8, 1000 Ljubljana, VAT ID.:SI41756932, Reg. no.: 5873525000.
The General Terms and Conditions deal with the operation, the rights of the user and the business relationship between the Provider and the Buyer.

Information Accessibility (summary of legislation)

The Provider undertakes to provide the following information to the Buyer at all times:

a) the identity of the company (name and registered office of the company, registration number),
b) contact details enabling the user to communicate quickly and efficiently (e-mail, telephone number),
c) the essential characteristics of the goods or services,
d) the availability of the items (each item or service offered on the website should be available within a reasonable period of time),
e) the terms of delivery of the items (method, place and time of delivery),
f) all prices must be clearly and unambiguously stated and it must be clearly shown whether they already include VAT,
g) the payment method,
h) the period of validity of the offer,
i) an explanation of the complaints procedure, including full details of the contact person or customer service.

Our Offer

The items offered through the Hot´Horse DELI web portal are part of the offer or production programme of Hot – Horse d.o.o. The prices of the items are presented as retail prices and include VAT.

Payment Methods

The Provider offers the following payment methods:
by credit card (Mastercard, Visa), debit card (Maestro) or Coins via the payment system of the Hot´Horse DELI online portal.
The Provider shall issue an invoice to the Buyer on a durable medium, itemised.
The order is stored electronically on the Provider’s server and is accessible to the Buyer at any time in the Buyer’s user profile (My Account).

Prices

All prices include VAT unless otherwise explicitly stated.
Prices are valid at the time of placing the order and have no pre-determined validity.
Prices are valid in the case of payment by the payment methods indicated above, under the conditions indicated above.
The contract of sale between the Provider and the Buyer is concluded at the moment the order is confirmed by the Provider. From that moment on, all prices and other conditions are fixed and apply to both the Provider and the Buyer.

Purchase Process

1. Order placed After placing an order, the Buyer receives an email notification that the order has been accepted and at what time the items are scheduled for pickup at one of Hot´Horse’s locations. The Buyer does not have the possibility to cancel the order, as the order is processed automatically. The preparation of the ordered items starts immediately after the order has been placed.
2. Items ready When the items are ready for pickup, even if they are ready ahead of schedule, we will notify the Buyer electronically so that the Buyer can collect the ordered items as quickly as possible and so that the time between the order and the preparation of the items is minimised for the benefit of the Buyer. The items will be waiting for the Buyer at the agreed Hot´Horse location for collection throughout the working day on which the Buyer placed the order.

Right of Withdrawal, Return of Goods

The Buyer has the right to reject the items at the Hot´Horse location upon collection of the items. The items must be returned undamaged, unopened and in the same quantity, unless the items are defective.
Due to the extreme sensitivity of our items, both the contents and the packaging, you may only withdraw from your purchase immediately and at the pickup location.

In the event of a legitimate return of the items, i.e. if the items have been damaged, defective or otherwise deviated from the quality standards of the Provider, the Provider will refund the value of the rejected order to the Buyer’s IBAN if the payment for the items has been made via a payment system. The refund will be made as soon as possible, but at the latest within 30 days of the rejection of the items/order, or a new product will be issued immediately on the spot which meets the quality standards of the Provider.

Quality Guarantee

All Hot´Horse Deli items are made with the utmost care and the finest ingredients. We strive to delight you with our products. If you are not satisfied with our products or if you feel that they are not what you expected, please let us know your opinion or complaint in writing to our address or by email. Please give the reasons and provide all the information we need to provide you with comprehensive feedback.

Security

The Provider uses appropriate technological and organizational means to protect the transfer and storage of personal data.

Protection of Personal Data

The Provider undertakes to keep all personal data of the user secure at all times.

The Provider may store indefinitely the IP addresses of all web portal visitors, and the following information for registered members: first and last name, e-mail address, time and date of registration and archive of communication with the Provider.

The Provider will use the personal data exclusively for the purpose of order fulfilment (sending information material, offers) and other necessary communication.

Under no circumstances will the user’s data be passed on to unauthorised persons. The user is responsible for the protection of his/her personal data by ensuring the security of his/her username and password and by using appropriate software (anti-virus) to protect his/her computer.

Disclaimer

The Provider shall use its best endeavours to ensure that the information published on its website is up-to-date and correct. However, the characteristics of the items, the delivery date or the price may change so quickly that the Provider is unable to correct the information on the website. In such a case, the Provider will inform the Buyer of the changes and give the Buyer the opportunity to withdraw from the order or to exchange the item ordered.

Although the Provider endeavours to provide accurate photographs of the items sold, all photographs should be taken as symbolic. Photographs do not guarantee the characteristics of the item.

The Provider has the right to withdraw from the contract with the Buyer only if an obvious defect is found (Article 46 CC). An obvious defect is defined as the essential characteristics of the item and any mistakes which, according to the custom of the trade or the intention of the parties, are considered to be decisive and which the Provider would not have acknowledged or concluded the contract if he had known about them. This shall also include manifest errors in price.

The Provider reserves the right to change the Terms and Conditions at any time and in any manner, for any reason and without prior notice.

Complaints and Disputes

The Provider complies with applicable consumer protection legislation. The Provider shall make every effort to comply with its obligation to establish an effective complaint handling system and to designate a person whom the Buyer may contact by telephone or e-mail in the event of a problem. Complaints should be made via the e-mail address info@hot-horse.si. The complaint handling process is confidential.