Terms and Conditions

1. Service Provider

Emma Crystal, s.r.o., registered office Rudno nad Hronom 303, 966 51 Rudno nad Hronom, Slovakia, Company ID (IČO): 36 837 687, Tax ID (DIČ): 2022454522, VAT ID: SK2022454522, registered in the Commercial Register of the District Court Nitra, Section: Sro, File No. 20718/N (the "Provider").

• Branch Nová Baňa: Cintorínska 61, 968 01 Nová Baňa, tel. +421 908 084 185
• Branch Žiar nad Hronom: Sládkovičova 18/50, 965 01 Žiar nad Hronom, tel. +421 915 636 116
• E-mail: info@emmacrystal.sk

2. Definitions

A "Client" is a natural or legal person who books a service through the booking system. A Client acting outside their business activity is a consumer within the meaning of Slovak Act No. 108/2024 Coll. on Consumer Protection.

A "Service" is an optometric examination or consultation from the Provider's current offer (e.g. eye examination, comprehensive examination, behavioural optometry, children's vision screening, HEALTH programme, premium consultation), provided at the agreed time at one of the Provider's branches.

A "Booking" is an order of a Service for a specific time slot created in the online booking system and paid in advance.

The Provider's services are paid directly by the Client; they are not covered by public health insurance.

3. Ordering and Conclusion of the Contract

The Client selects a service, branch, date and time in the booking system, fills in contact details and pays online. Before submitting, the Client can review and change all entered data.

The contract is concluded when the payment is credited and a booking confirmation is delivered to the Client's e-mail. The confirmation includes a booking summary and an invoice.

If the payment fails, no booking is created and the time slot remains available.

4. Price and Payment

Service prices are listed in the booking system and in the price list at www.emmacrystal.sk/en/cennik and are final (the Provider is a VAT payer; prices include VAT).

Payment is made in advance by card through the Stripe payment gateway. The Provider has no access to the Client's card details.

After payment, the Provider issues and e-mails an invoice. The Client may request a company invoice during booking.

5. Provision of the Service

The Service is provided in person at the branch, at the time and for the duration stated in the booking confirmation. Please arrive on time; we recommend arriving 5 minutes early.

Some services include pre-examination instructions (e.g. bring your current glasses, wear your contact lenses) — following them is necessary for proper provision of the Service.

If the Client arrives late, the Provider will make reasonable efforts to provide the Service within the remaining time; if this is not possible, the no-show rules in Section 6 apply.

The Provider may cancel or reschedule an appointment for operational reasons (e.g. staff illness); in that case it will promptly offer the Client an alternative time or refund the full price paid.

6. Rescheduling and Cancellation by the Client

The Client may cancel or reschedule free of charge no later than 48 hours before the appointment, by e-mail to info@emmacrystal.sk or by phone at the relevant branch. Upon such cancellation, the Provider refunds the full price by the same payment method within 14 days.

For cancellations less than 48 hours before the appointment, the price paid is not refunded; however, the Client is entitled to reschedule once, free of charge, to a new date within 30 days of the original appointment, provided the request is made before the original appointment.

In the case of a no-show without prior cancellation, the price paid is forfeited and no right to reschedule arises.

In the case of repeated no-shows, the Provider may condition further appointments on advance payment of the service price.

7. Withdrawal from the Contract

A consumer has the right to withdraw from a distance contract within 14 days of its conclusion without giving a reason (Sec. 19 et seq. of Act No. 108/2024 Coll.). Withdrawal may be made by e-mail to info@emmacrystal.sk; a model withdrawal form is available on request.

By paying for a booking scheduled before the 14-day period expires, the Client expressly requests the provision of the Service before the withdrawal period ends. Once the Service has been fully provided, the right of withdrawal lapses.

If the consumer withdraws before the appointment, the Provider refunds the price paid within 14 days; the cancellation rules in Section 6 remain unaffected to the extent they comply with the law.

8. Complaints

The Client may complain about the quality of the provided Service without undue delay, preferably directly at the branch or by e-mail to info@emmacrystal.sk.

The Provider will decide on and settle the complaint without undue delay, no later than 30 days from its submission, and will issue a written confirmation of the outcome.

9. Alternative Dispute Resolution

A consumer may ask the Provider for redress if dissatisfied with how a complaint was handled or if they believe their rights were infringed. If the Provider rejects the request or does not respond within 30 days, the consumer may submit a proposal for alternative dispute resolution under Act No. 391/2015 Coll.

The competent body is the Slovak Trade Inspection (www.soi.sk) or another body listed in the register kept by the Ministry of Economy of the Slovak Republic.

10. Personal Data Protection

Information on the processing of personal data, including the use of artificial intelligence tools, is provided in the Privacy Policy at www.emmacrystal.sk/en/gdpr.

11. Final Provisions

Legal relations not regulated by these terms are governed by the law of the Slovak Republic, in particular the Civil Code and Act No. 108/2024 Coll. on Consumer Protection.

The Provider may amend these terms; the version effective at the time a booking is created applies to that booking. The current version is always published on this page.

Supervision over the Provider's obligations is exercised by the Slovak Trade Inspection.