Introduction
Selling sessions, prints, or vouchers online requires having terms and conditions. It is not only a legal requirement, but also a document that builds trust with your customers and protects your interests.
How to configure terms and conditions in Mafelo?
In order for your customers to be able to accept the terms and conditions during booking or purchase, you must first configure them in the system.
Go to the Bookings tab, then select Terms and Conditions.
Click the Add button.
If you already have terms and conditions (e.g. created by your lawyer), click the I'm creating a blank terms document button and paste the content into the appropriate text field.
Check the Always visible on the booking page checkbox.
Click Save to publish the changes.
What must a properly written terms and conditions document contain?
If you decide to enter your own content, make sure your document contains the key elements required by law for distance selling.
Full company details – name, address, tax identification number, contact information.
Right of withdrawal – information that the customer may cancel the purchase within 14 days without giving a reason (this applies to non-personalised goods).
Complaints procedure – clear instructions on how and where the customer can report a problem.
IMPORTANT: Failure to provide information about the 14-day right of return may result in this period being extended to 12 months.
Sample complaints procedure
If you are creating the terms and conditions yourself, you may use the following template for handling complaints. Copy it and fill in the missing details (indicated by dots).
Complaints about Services may be submitted by the Customer via e-mail to the address: ......@......
The Service User may submit a complaint within 14 days from the date of the event that gave rise to the complaint.
The complaint must contain the following information:
The identity of the person submitting the complaint as a Customer.
The Service to which the complaint relates.
The Customer's objections regarding the specified service.
The circumstances justifying the complaint.
Any request of the Customer related to the submitted complaint.
Complaints will be processed by the Service Provider within 14 days of receiving the e-mail message.
When processing a complaint, the Service Provider shall apply the provisions of the Terms and Conditions.
The Customer will be notified of the Service Provider's decision in writing via e-mail to the specified e-mail address.
Frequently Asked Questions (FAQ)
Do I need terms and conditions if I don't have a registered business?
Yes, if you sell services or products on a continuous and commercial basis (even as an unregistered business), you should have terms and conditions specifying the rules of sale.
Is the ready-made template from Mafelo kept up to date?
Yes, our templates are prepared by lawyers and updated whenever there are significant changes in consumer law regulations.
Where will the customer see the terms and conditions?
A link to the terms and conditions is visible in the footer of the booking page. In the Booking Settings, you can require the Customer to accept the content (via a checkbox) before making a booking.