(General Terms and Conditions hereinafter referred to as GTC)
1. Basic concepts of the Terms and Conditions
1.1 Service Provider details
Name: W.H.-2000 Trading and Service Limited Liability Company
Address: 1108 Budapest, Harmat utca 210.
Company registration number: 01 09 682206
Tax number: 11900272-24-2
Bank: Erste Bank 11600006-00000002-01175587
Company court: Metropolitan Court as Company Court
Hosting provider:
Hetzner Online GmbH Industriestr. 25 91710 Gunzenhausen | Germany
[email protected] | www.hetzner.com
1.2 The Customer
Anyone who uses the webshop service, i.e. orders or purchases goods or services via the webshop's internet interface.
1.3 The Supplier
The forwarding courier service commissioned by the Service Provider:
GLS General Logistics Systems Hungary Csomag-Logisztikai Kft. 2351 Alsónémedi - Északi Ipartelep, GLS Európa u. 2. http://www.gls-hungary.com/
MPL Magyar Posta Zrt. 1138 Budapest, Dunavirág utca 2-6.
2. Purpose of the Webshop Terms and Conditions
The Service Provider has issued these GTC in order to regulate in detail the terms and conditions related to the Webshop Service and its use, the rights and obligations of the Service Provider and the Customer, and other important circumstances related to the webshop service. The GTC contains the general terms and conditions of the legal relationship between the Service Provider and the customer entering into a contractual relationship with it. Regarding issues not regulated here, the Hungarian laws and official regulations in force at all times regarding the activities of the service provider's web store, as well as the provisions of the Civil Code, shall apply without any special stipulation.
2.1 Publication of the GTC
The Customer's acceptance of the GTC is a prerequisite for using the web store service. The Customer shall be deemed to have accepted the Terms if he uses the service, i.e. orders or purchases goods or services.
2.2 Scope of the GTC
The Service Provider reserves the right to amend the GTC in whole or in part at any time. The GTC and any amendments thereto shall enter into force upon publication. The GTC shall remain in force as long as the service provider provides the web store service.
3. The Web Store Service
The Service Provider provides the Web Store service to the Customer according to the following conditions.
3.1 Territorial scope of the Web Store service
The data network management interface maintained by the Service Provider is accessible both domestically and abroad due to the characteristics of the data network (Internet). However, the Service Provider only accepts orders addressed to the territory of the Republic of Hungary. Delivery outside the territory of the Republic of Hungary or to any other address is therefore not possible, and all such orders are invalid.
4. Formation and modification of the Web Store Contract
4.1. Registration Registration can be done by filling out the data form available on every page
Under the Registration menu item, the service provider is not liable for any delivery delays or other problems or errors that can be traced back to data provided incorrectly and/or inaccurately by the customer. The Service Provider is not liable for any resulting damages if the Customer forgets their password or if it becomes accessible to unauthorized persons for any reason not attributable to the Service Provider.
4.2 General characteristics
Placing an order does not constitute a contract, and it can be modified or cancelled freely and without consequences until it is fulfilled, which can be done by e-mail. The contract between the parties is concluded when purchasing the goods. In view of this, personal receipt in our stores does not constitute a contract concluded between distant parties. The contract concluded between the parties in Hungarian by purchasing the goods is considered a written contract, the service provider files it and keeps it for the period specified by the relevant law after its conclusion, depending on the type of product. The commercial transaction concluded between the parties that the customer conducts through the service provider's customer service (in writing, in person or by telephone) does not constitute a contract either.
The Service Provider reserves the right to delete the data upon receipt of orders, if the authenticity of the customer's data is questionable or incomprehensible, and to classify the orders placed with the data as invalid. The service provider uploads the stock of the warehouses it operates to the web store. The system update time is 24 hours, so in some cases there may be a shortage of stock. The customer service will inform the customer about this immediately, but no later than 48-72 hours (on business days) after placing the order. In this case, the service provider is not legally liable.
In certain cases, the system will send a reminder email to the prospective customer about orders left in the cart but not closed twice, at different times.
4.3 Order modification and cancel
The legal regulation on the exercise of the right of withdrawal from placed orders is contained in Government Decree 45/2014(II.26). According to this, you have the right to withdraw from this contract within 30 days without giving any reason. (The exception is shoes that have already been worn on the street or underwear that have been tried on, which the Service Provider is not obliged to take back.) Similarly, if the performance of the contract has begun in the case of a contract for the provision of services, you have the right to terminate the contract within 30 days without giving any reason. Therefore, you can exercise your right of withdrawal in the period between the date of conclusion of the contract and receipt of the product. The withdrawal/termination period is 30 days from the date of receipt of the product. Any data entry errors can be corrected on working days between 8:00 and 16:00 by calling the following number: tel: +3612552772, or by email at any time of the day: [email protected]
Winkstores.com, as a Service Provider, may modify the contract at the express request of the customer and provide an additional number accordingly, which the customer will be informed about. In this case, the legal and data protection conditions of the original contract remain in force.
4.4. Order confirmation
We will always confirm your received order by email and reconcile the data! If this confirmation does not reach the User within the expected deadline, depending on the nature of the service, but no later than 48 hours from the date of sending the User's order, the User is released from the offer or contractual obligation. The order and its confirmation shall be deemed to have been received by the Service Provider or the User when it becomes available to them. The Service Provider excludes its responsibility for confirmation if the confirmation is not received on time because the User provided an incorrect e-mail address during registration or cannot receive messages due to the saturation of the storage space belonging to his account. Furthermore, the Service Provider has the right to unilaterally cancel orders that it considers to be harmful.
4.5 Payment terms
The Buyer shall pay the consideration for the purchased goods and services in cash to the supplier upon receipt of the goods. The supplier shall issue an invoice for the receipt of the cash. The Service Provider shall not undertake partial performance, and the supplier may not accept partial performance. The Buyer may accept all items of the order at once or may refuse to accept the entire order. The service provider reserves the right to change the prices of products that can be ordered from the website, provided that the modification enters into force simultaneously with the appearance on the website. The modification does not affect the purchase price of products that have already been ordered. If, despite all the care of the Service Provider, an incorrect price is displayed on the webshop, especially with regard to an obviously incorrect price, e.g. a price of "0" HUF or "1" HUF that is significantly different from the well-known, generally accepted or estimated price of the product, or that appears due to a system error, the Service Provider is not obliged to deliver the product at the incorrect price, but may offer delivery at the correct price, in the knowledge of which the Customer may maintain or withdraw from his intention to purchase.
Prices always include 27% VAT and are in Hungarian forints (HUF).
4.6. Invoicing
After placing an order on the webshop, the Customer will always receive the invoice electronically, in an e-mail message, to the e-mail address provided when ordering. The invoice will be sent within 1-3 business days after receipt of the package. Acceptance of this is a prerequisite for using the webshop service. Acceptance of the condition is considered if the Customer uses the service, i.e. orders or purchases goods or services. It is the Customer's responsibility to check the correctness of the e-mail address; in the event of a typo, the Service Provider is not responsible for sending electronic invoices that have not been received.
4.7 Delivery methods
Courier delivery, with the option of cash on delivery. In the case of cash on delivery, the customer pays the amount to the delivering courier, which together includes the price of the product/s, any cash on delivery fee and the shipping cost. The shipping fee is 1390 HUF gross, except for orders over 19900 HUF gross, in which case it is free. In case of cash on delivery, an additional gross 790 HUF GLS cash handling fee will be charged. This fee will not be charged in the event of online payment. The shipping and cash on delivery fee will be displayed to the customer by the webshop before the purchase is completed.
Our company also undertakes home delivery by MPL, the cost of which is Gross 2,990,- HUF. Please send us your possible request to the following email address, which we will respond to within 5 working days: [email protected]. Due to the size and weight of the package, we will send you a quote for the package handling and administration fee within 5 working days.
You can place your order by personal collection on our website, which is free of delivery and cash on delivery fees. You can collect your order at our premises, on working days between 11 am and 4 pm (1108 Budapest, Harmat utca 210). We will send a notification about the collection time to one of the contact details (phone number, email address) provided in the order. After the message about the collection time, the product(s) will be stored for 5 working days. If the product was collected in person, the customer must arrange for the return of the product for cancellation, size and product exchange. Refunds for all orders completed by personal collection, in the event of cancellation or cheaper product exchange, are only possible electronically. Cash refunds are not made on site!
4.8 Unsuccessful delivery
With a general delivery deadline, the shipping company will attempt to deliver the ordered goods twice. After that, the order will be declared invalid and cancelled by the service provider.
4.9 Size and model exchange guarantee
The Service Provider web store undertakes to exchange the wrongly ordered size for a larger/smaller size and to deliver it free of charge the first time. If the product is still not suitable for any reason, the cost of return is borne by the Buyer. Exchange is only possible if a period of time longer than 30 days has not passed since the date of purchase, or the product has not been worn (e.g. street use in the case of shoes). Furthermore, for hygiene reasons, the Service Provider will only accept or exchange underwear in an unopened, unworn condition. A request can be submitted by email or via the automated form.
5. Ordering process
5.1. After customizing the product you want to purchase (specifying size and color), add it to the cart by specifying the quantity. If you want to order additional products, continue shopping.
5.2. If you no longer wish to purchase any more products, check the contents of your cart by clicking on “My Cart” at the top of the page. You can delete the contents of your cart by clicking on the “Empty Cart” button or change the quantity using the up and down arrows. If you change the quantity you wish to purchase, click on the “Update Cart” button after changing the quantity. If the changed quantity is not available, a red warning will appear, please reduce the desired quantity until the warning disappears, after each quantity change, update the shopping cart in the same way as before. If you have received a coupon from us, you can also use it on this page by entering it in the field designated for this purpose. Please note that only one coupon can be used for one purchase. When you have finalized all products, click on the “Complete Purchase” button.
5.3. Registration and completion of the purchase:
Here you must enter your personal data (name, e-mail address, address, telephone number, delivery address), or if you are already a registered customer, you simply need to log in and check your personal data to see if it is up to date, and if necessary, you can enter a different delivery address.
5.4. Payment method selection, currently you can choose between cash on delivery (only for orders from Hungary), bank transfer, and OTPay/MasterPass payment methods. Cash payment is only possible in Hungarian forints (HUF).
Payment by cash on delivery: If the ordered product is delivered by courier service, it is possible for the User to pay the total amount of the order to the courier in cash upon receipt of the ordered product(s).
By bank transfer: The User is obliged to transfer the amount of the ordered products to the bank account provided in the confirmation e-mail within 3 days. After the amount has been credited to the Service Provider's bank account, the User is entitled to receive the product(s) in the manner specified by him/her. Advance payment is only available to contracted partners of the Service Provider.
Payment by bank card: The User can also pay the total value of the order with a bank card through the secure payment system of OTP Bank
5.5. Entering delivery/billing details,
5.6. Accept the order terms and conditions by checking the box after reading its contents.
5.7. After entering the data, you can send your order by clicking the "Send order" button, but before that, you can check the entered data once again. If necessary, you can modify the entered data on this page, or you can go back to modifying the contents of the cart. After submitting your order, you can modify your order details by contacting our Customer Service.
5.8. After submitting your order, you will receive a confirmation to the email address provided that your order has been received by our system.
5.9. We will always confirm your order by e-mail and reconcile the data! If this confirmation does not reach the User within the expected deadline depending on the nature of the service, but no later than 48 hours from the date of sending the User's order, the User is released from the offer or contractual obligation. The order and its confirmation shall be considered to have been received by the Service Provider or the User when it becomes available to him. The Service Provider excludes its responsibility for confirmation if the confirmation does not arrive on time because the User provided an incorrect e-mail address during registration or cannot receive messages due to the storage space belonging to his account being full.
5.10. Correction of data entry errors: Before closing the order process, the User can always go back to the previous phase, where he can correct the entered data.
6. Buyer's rights and obligations
The Buyer has the right to return the ordered product to the Service Provider within 14 days of receiving the package. The process can be initiated using the automated form or by email. According to Government Decree 45/2014. (II. 26.) on distance contracts, the return costs are NOT borne by the Buyer. In such a case, at the Buyer's request, the Service Provider will send a courier for the package that is the subject of the withdrawal. Parcel points are operated by contracted entrepreneurs, parcel returns are only possible to the company's premises: W.H.-2000 1108 Budapest, Harmat utca 210. In order to avoid disputes, the Service Provider may take a photo of the opening of the package containing the returned goods. The Buyer is obliged to carefully wrap the returned product (in a nylon cover) and hand it over to the courier, together with its box, so that no adhesive material gets on the box. If this happens, the Service Provider will initiate a 20% value deduction from the return transfer, because the product can no longer be sold again at full price. In other cases, the Service Provider is obliged to transfer the value of the goods within 14 days of receiving the package, to the bank account number provided by the Buyer in the return declaration. You can read more information in the Legal Statement section of the Winkstores.com Webshop or at the link below. http://njt.hu/cgi_bin/njt_doc.cgi?docid=167547.260043
6.1 Notice regarding the receipt of packages
By sending the order, you are obliged to pay. Only order the desired products if you can pay the courier for the package upon receipt! In the case of returned packages that have not been received, we can only resend them if the value of the package has been transferred in advance - paid in full! If the Customer has received the package by mistake, without payment, due to the fault of the Service Provider (in the event of a technical error), the Customer must transfer the value to the Service Provider within 14 days.
7. Data protection, data security
7.1 Data Protection Statement
The Internet pages of the Web Store can be visited without providing any data. However, there are services (online shopping) that require the provision of certain personal data of the visitors in order to be fully used. During the data collection required for the order, the Service Provider records the following data about the Customers: Data necessary for the identification of the Customer: * Name * Delivery address * Billing address * Email address * Contact telephone number Optional data: * Other information * Billing company name The Service Provider stores the data provided by the Customer for a specific purpose, exclusively for the performance of the Contract and for the subsequent proof of the terms of the Contract. The Service Provider does not disclose the Customer's data to third parties, unless the third party acts as a subcontractor/intermediary of the Service Provider when performing the Contract. When handling Customer data, the Service Provider acts in accordance with the provisions of Act CXII of 2011 on the Protection of Personal Data and the Public Disclosure of Data of Public Interest, as applicable. In order to deliver the orders, the service provider provides the following data to the shipping company or the shipping agent: * Customer name * Full shipping address * Other information (possible pickup times) * Order amount including shipping fee (in case of cash on delivery order) * Customer phone number and other contact information. The shipping company or its agent treats the data strictly confidentially.
7.2 Changing personal data
The buyer can change the personal data provided at any time under the Settings menu. You can request the deletion of the buyer's data at the e-mail address or phone number provided on the contact page.
7.3 Consent to the customization and display of promotions
We would like to present you with offers and promotions that best suit your preferences and interests. By giving your permission and accepting the GTC, you allow us to create offers based on the analysis of your online activity. This content may influence your purchasing decisions - therefore, the proposal is intended for persons over 18 years of age. Thanks to technologies such as cookies and the processing of your data, we can ensure that the content shown to you is more relevant to your needs. Profiling is suitable for market and statistical analyses, by giving your consent to which you ensure that it is easier for you to find the products you are really looking for and need in our web store. The consent can be withdrawn. (Note: this does not affect the lawfulness of the data processing carried out by us before the withdrawal.) Disabling the display of advertisements that match your interests does not mean that you will not receive advertisements when using the website, you will only continue to receive the same amount of advertisements, however - the advertisements will not be tailored to your current preferences. You can change the settings in your browser, in which case our website may not function properly. We may transfer your personal data to third parties who help us run our website or provide support in marketing campaigns, maintain our software, ensure the support and operation of our devices and teleinformation systems, and provide ongoing legal services. You can read more about this in the related document of these GTC: https://www.winkstores.com/adatvedelem . We process the collected data until you delete it or withdraw your voluntarily given consent - or for a period specified within the limitation period prescribed by the Civil Code.
8. Other
8.1. Security
The security level of the web store is adequate, its use does not pose a risk, however, we recommend that you take the following precautions: use virus and spyware protection software with a fresh database, install security updates for the operating system. Purchasing on the Website assumes that the Customer is aware of the technical and technical limitations of the Internet, as well as the Customer Service Guide of our website, and accepts the possibility of errors associated with the technology.
8.2. Exclusion of liability
The Service Provider is not responsible for any damage that occurred due to connecting to the Website. The Customer is responsible for protecting his computer and the data contained therein. The descriptions and images displayed on the site are for informational purposes only. The Service Provider makes every effort to ensure that the data corresponds to reality. The Service Provider assumes no liability for any typos. We assume no liability resulting from technical errors. Technical errors are various minor errors in the system that cannot be determined in advance
8.3 Copyright
All data, descriptions, informational texts, images, as well as the graphic and technical structure of the page, the way in which its functions are implemented, in the form visible on these pages without the consent of the copyright holder, constitute a violation of copyright and entail legal consequences. Anyone can place a link to the main page of the website on their own interface without our separate consent. Links to internal pages may be placed if they contain the path to the entire page, and not just a single element (e.g. an image), and do not affect the content of the page in any way, and do not contain additional parameters. It is prohibited to place a link in such a way that it displays the website as part of another page.
8.4. Disputes
Information on the warranty of conformity, product warranty and guarantee
Warranty of conformity
In the event of defective performance, you may – at your choice – make the following warranty claims against our company:
You may request repair or replacement, unless the fulfillment of the claim you have chosen from these is impossible or would entail disproportionate additional costs for the company compared to the fulfillment of your other claims. If you did not or could not request repair or replacement, you may request a proportionate reduction in the consideration or you may repair the defect yourself at the company’s expense or have it repaired by someone else or – as a last resort – you may withdraw from the contract.
You may also transfer your chosen warranty right to another one, but you will bear the cost of the transfer, unless it was justified or the company gave reason for it.
You are obliged to report the defect immediately after its discovery, but no later than within two months of its discovery. However, I would like to draw your attention to the fact that you can no longer enforce your warranty rights beyond the two-year limitation period from the performance of the contract.
Within six months from the performance, there is no other condition for enforcing your warranty claim than reporting the defect, if you prove that the product or service was provided by W.H.-2000 Kft. After six months from the performance, however, you are obliged to prove that the defect you have recognized already existed at the time of performance. In this case, after reporting the defect, the service provider will issue a report, which, after filling in the necessary data required by law, will be demonstrably handed over to you by e-mail or by post.
The current law obliges the consumer to use the purchased products for their intended purpose and to maintain them. Failure to do so may void the warranty. Therefore, we consider it important that you pay special attention to the following when purchasing the products we sell (included in the purchase information attached to the purchased product).
regular care, cleaning
use of shoelaces as intended. Avoiding the use of shoelaces causes serious damage to the material of the shoe lining, primarily the material of the upper.
protect the product from external mechanical damage
never wash footwear made of canvas uppers in a washing machine or expose them to strong moisture (e.g. rain, soaking).
The consequence of these effects is serious structural damage, which in almost all cases results in the loss of the warranty.
Product warranty
In the event of a defect in a movable object (product), you may – at your choice – assert your right specified in point 1 or a product warranty claim.
As a product warranty claim, you can only request the repair or replacement of the defective product.
A product is defective if it does not meet the quality requirements in force at the time of its release or if it does not have the properties specified in the manufacturer's description.
You can assert your product warranty claim within two years of the product being released on the market by the manufacturer. After this period, you will lose this right.
You can only assert your product warranty claim against the manufacturer or distributor of the movable property.
In the event of a product warranty claim, you must prove the defect in the product.
The manufacturer (distributor) is only exempt from its product warranty obligation if it can prove that:
the product was not manufactured or released on the market as part of its business activities, or
the defect was not recognizable at the time of release according to the state of science and technology, or
the defect in the product results from the application of a law or a mandatory official regulation.
The manufacturer (distributor) only needs to prove one reason for exemption.
Please note that you cannot assert a warranty claim and a product warranty claim simultaneously for the same defect. However, if your product warranty claim is successful, you may assert a warranty claim for the replaced product or repaired part against the manufacturer.
Address of the competent Arbitration Board:
Budapest Arbitration Board
1016 Budapest, Krisztina krt. 99.
Tel: 061 488-2131061 488-2131
The Contracting Parties shall do everything in their power to resolve any disputes through negotiations. If it is not possible to resolve the dispute through negotiations, the Contracting Parties shall submit to the exclusive jurisdiction of the court in the Service Provider’s registered office.
Our employees do their best to place a picture and description that is true to reality on the site. In the case of some types, it is possible that the product shown in the picture and the real product differ from each other, for which we cannot be held responsible. In view of the above, we ask all our valued customers to please check the picture shown as an illustration and the price with the data of the ordered product, and to contact our employees if necessary.
As of September 11, 2015, the Consumer Protection Act (Act CLV of 1997, in short: Fgytv.) has changed.
“(1a) In the event of a consumer dispute, the information must include the possibility of contacting the competent conciliation bodies at the consumer’s place of residence or residence, and must include the seat, telephone number, internet address and mailing address of the conciliation body. The obligation to provide information about conciliation bodies must be fulfilled in a clear, understandable and easily accessible manner, in the case of an undertaking with a website on the website, in the absence of a website in the general terms and conditions, and in the absence of general terms and conditions on a separate form. In the case of an undertaking with a business, the information pursuant to this paragraph and paragraph (1) must be provided in a clearly visible and legible manner.”
Contact details of conciliation bodies
Bács-Kiskun County Conciliation Board Baranya County Conciliation Board
6000 Kecskemét, Árpád krt. 4. 7625 Pécs, Majorosy Imre u. 36.
76) 501-525, (76) 501-500 (72) 507-154
[email protected] [email protected]
Békés County Mediation Board Borsod-Abaúj-Zemplén County Mediation Board
5600 Békéscsaba, Penza ltp. 5. 3525 Miskolc, Szentpáli u. 1.
(66) 324-976, 446-354, 451-775 (46) 501-091, 501-870
[email protected] [email protected]
Budapest Mediation Board Csongrád County Mediation Board
1016 Budapest, Krisztina krt. 99. 6721 Szeged, Párizsi krt. 8-12.
(1) 488-2131 (1) 488-2186 (62) 486-987
[email protected] [email protected]
Fejér County Arbitration Board Győr-Moson-Sopron County Arbitration Board
8000 Székesfehérvár, Hosszúséta tér 4-6. 9021 Győr, Szent István út 10/a.
(22) 510-310 (96) 520-217
[email protected] [email protected]
Hajdú-Bihar County Conciliation Board Heves County Conciliation Board
4025 Debrecen, Petőfi tér 10. 3300 Eger, Faiskola út 15
(52) 500-749 (36) 416-660/105
[email protected] [email protected]
Jász-Nagykun-Szolnok County Komárom-Esztergom County Conciliation Board
Conciliation Board 2800 Tatabánya, Fő tér 36.
5000 Szolnok, Verseghy park 8. (34) 513-010
(56) 510-610 [email protected]
Nógrád County Conciliation Board Pest County Conciliation Board
3100 Salgótarján, Alkotmány út 9/a 1055 Budapest Kossuth tér 6-8.
(32) 520-860 (1)-474-7921
[email protected] [email protected]
Somogy County Conciliation Board Szabolcs-Szatmár-Bereg County Conciliation Board
7400 Kaposvár, Anna utca 6. 4400 Nyíregyháza, Széchenyi u. 2.
(82) 501-000 (42) 311-544, (42) 420-180
[email protected] [email protected]
Tolna County Conciliation Board Vas County Conciliation Board
7100 Szekszárd, Arany J. u. 23-25. 9700 Szombathely, Honvéd tér 2.
(74) 411-661 (94) 312-356
[email protected] [email protected]
Veszprém County Conciliation Board Zala County Conciliation Board
8200 Veszprém, Budapest u. 3. 8900 Zalaegerszeg, Petőfi utca 24.
(88) 429-008 (92) 550-514
[email protected] [email protected]
“(8) In the event of rejection of the complaint, the enterprise shall inform the consumer in writing of which authority or conciliation body he may initiate proceedings with his complaint – depending on its nature. The information shall also include the seat, telephone and internet contact details and correspondence address of the competent authority or the conciliation body at the consumer’s place of residence or residence.
The expert opinion is not binding on the Customer and he may initiate a Conciliation Body procedure at the Conciliation Body operating under the Chamber of Commerce and Industry competent for his place of residence.
W.H.-2000 Kft.. uses the Conciliation Body procedure in order to resolve consumer disputes.
8.5. Online settlement of consumer disputes:
If you wish to lodge a complaint regarding a product or service purchased online, you may initiate an out-of-court settlement of the complaint on the following website: https://ec.europa.eu/consumers/odr/main/?event=main.home.show
You will also need our website email address, which is [email protected].
In the case of online dispute resolution, the two parties must choose the dispute resolution body by mutual agreement. Each dispute resolution body has its own rules of procedure. The dispute resolution procedure is usually simpler, faster and cheaper than going to court. Dispute resolution bodies in the EU, Norway, Iceland, Liechtenstein.
The procedure has 4 main stages, all of which can be completed online:
- Submitting a complaint
Choosing a dispute resolution body by mutual agreement
Complaint handling by the dispute resolution body
Outcome and closure of the complaint procedure