Terms, complaints and withdrawal

1. Who supplies your catering

Folk Food Catering s.r.o., company ID 17647983, VAT ID CZ17647983; registered office: Dlouhá 3403/2b, Moravská Ostrava, 702 00 Ostrava, Czech Republic. Registered at the Regional Court in Ostrava, section C, file 90721. Premises: Čkalovova 18, 708 00 Ostrava-Poruba. Orders, complaints and withdrawal: info@folkfoodcatering.cz, +420 731 407 330. These terms cover distance enquiries and agreements for catering, sharing platters, extras and gift vouchers. Consumer rights apply to individuals acting outside their business.

2. When an order becomes binding

Website forms request a non-binding offer. You may review and edit the details before sending. The automatic receipt only acknowledges your request; it does not conclude a contract or reserve a date. We check availability and email a final offer stating the menu or voucher value, quantities, date, location, services, total price including delivery, packaging and any refundable deposit, payment method, due date and acceptance deadline. These terms accompany the offer. A contract is concluded when we receive your explicit email acceptance within that deadline. Changes must be agreed first. Please do not pay before a contract has been concluded.

Telephone discussions are followed by an email offer for your acceptance. We supply the agreement and terms by email for you to keep, in Czech or English as agreed. Records are kept internally; you may request a copy. Internet and telephone charges are those of your provider; we add no communication surcharge.

3. Prices, payment and delivery

Listed prices are in Czech crowns and include VAT. Calculator and form totals cover the selected items; delivery, staff, equipment and packaging not yet specified may be extra. Every additional charge is stated in the final offer before your acceptance. We add no paid extras without your agreement. Delivery is charged at CZK 15/km by car or CZK 20/km by van, for the journey to you. Vehicle choice depends on order size; the route and total charge are confirmed in the offer. Collection at our premises requires prior arrangement.

Payment method, due date and any advance payment are agreed individually; there is no online payment gateway. Form choices are confirmed in the offer. Return reusable platters clean and undamaged within 48 hours unless otherwise agreed; their separately stated deposit is then refunded.

4. Food handover and allergens

We deliver the agreed food and services at the agreed time and place. Follow the storage and consumption instructions supplied with your dishes. Tell us promptly about any problem so that we can help during the event; this does not limit statutory rights.

Allergen information is provided individually using current recipes. Before accepting an offer, request it free of charge at info@folkfoodcatering.cz or +420 731 407 330, identifying your selected dishes and required adjustments without guests’ names or medical details. We confirm the information before acceptance, and it is also available at handover. Dietary adjustments require our explicit confirmation; a note in the form alone does not confirm feasibility.

5. Changes, cancellation and statutory withdrawal

You may change or withdraw a request free of charge before a contract is concluded. There is no contractual entitlement to change or cancel a platter order after conclusion; an exception requires express agreement. Catering cancellation arrangements are stated in the final offer before acceptance. This does not restrict remedies for defective performance or other statutory grounds for withdrawal.

The usual consumer right to withdraw without reason within 14 days does not apply to rapidly perishable goods or goods with a short shelf life, or catering on an agreed specific date or period (§ 1837 of the Czech Civil Code). This generally covers fresh platters and catering booked for a specific date. We do not apply these exceptions automatically to every product, particularly general gift vouchers.

6. Gift vouchers

After agreement and payment we issue the agreed electronic or printed voucher. Any printed delivery charge is stated before agreement. Vouchers are valid for 12 months from issue, with the expiry date printed on the voucher, and may be used for Folk Food Catering services subject to agreement of the menu and an available date. Buying a voucher does not reserve a date.

Vouchers are transferable and used in a single order. Unused value is not refunded; a higher order price can be topped up. Unused vouchers expire at the end of their validity. These redemption rules do not limit statutory withdrawal or complaint rights. Vouchers are not exchangeable for cash, except refunds due on valid withdrawal or complaint.

7. Withdrawing from a voucher purchase

For a general gift voucher purchased remotely, consumers may withdraw without reason within 14 days, counted from the day after receipt; you may also withdraw earlier, after the contract is concluded. Email delivery alone does not remove this right. Send a clear statement before the deadline to info@folkfoodcatering.cz or our registered office. The template below is optional.

We invalidate the voucher and refund payments, including the cheapest standard outward delivery offered, without undue delay and within 14 days of notification, by the same payment method unless you agree to a different cost-free method. Send or hand back a printed voucher within 14 days of withdrawal; you bear direct return costs. Redeeming the voucher for specific catering creates a separate service agreement whose statutory exceptions are assessed separately. For any goods without a statutory exception, we likewise provide 14-day withdrawal after receipt; a goods refund may be withheld until return or proof of dispatch.

8. Optional withdrawal template

To: Folk Food Catering s.r.o., Dlouhá 3403/2b, Moravská Ostrava, 702 00 Ostrava, Czech Republic; info@folkfoodcatering.cz.

I withdraw from the contract for: [description / voucher or order reference]. Contract / receipt date: […] Consumer name: […] Consumer address: […] Date: […] Signature: […] (paper submissions only).

You may write these details directly in an email. No account or prescribed form is required.

9. Complaints

We are responsible for compliance of the food, voucher and services with the contract and applicable law. Contact info@folkfoodcatering.cz or +420 731 407 330, visit our premises, or write to our registered office. Identify the order, problem and requested remedy. Photographs may help but are not generally required to accept a complaint. For food, please report defects promptly, ideally during the event, to allow inspection and a practical solution; this recommendation does not shorten statutory rights. Applicable periods depend on the nature of the product or service; perishable food does not have a general two-year shelf life.

Depending on the defect and legal conditions, remedies may include correction or replacement, a proportionate price reduction or withdrawal. We provide written acknowledgement stating when the complaint was made, its substance and the remedy requested. Consumer complaints are resolved and the result notified without undue delay, within 30 days unless a longer period is expressly agreed. We provide confirmation of resolution and written reasons for rejection. Failure to meet the deadline may entitle the consumer to withdrawal or a proportionate reduction under the law. Reasonable necessary costs of a valid complaint may be claimed.

10. Out-of-court consumer disputes

If we cannot resolve a consumer dispute together, contact Česká obchodní inspekce (Czech Trade Inspection Authority), Ústřední inspektorát – oddělení ADR, Gorazdova 1969/24, 120 00 Praha 2, Czech Republic; adr@coi.gov.cz. Information and applications: https://coi.gov.cz/informace-o-adr/. An application may be filed within one year of first raising the disputed claim with us. Your right to go to court is unaffected.

11. Version and personal data

Version dated 8 October 2026. The terms accompanying the offer you accept apply to your agreement; subsequent changes do not automatically alter it. Individual agreements take precedence except where mandatory consumer rights prevent this. Czech law applies without depriving consumers of mandatory protection under applicable law. Our separate privacy policy explains personal data and cookies. Acknowledging these terms is not consent to marketing messages.