Documents


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    Regulament № 524/2013


  • When consumers have a problem with a trader regarding a product or service they bought, they can settle their dispute out-of-court through an Alternative Dispute Resolution or Online Dispute Resolution (ADR / ODR) procedure. As such procedures are an alternative to resolving disputes before a court they are called Alternative Dispute Resolution (ADR). When they are carried out online, they are called Online Dispute Resolution (ODR). Resolving disputes through ADR/ODR, in general, is easier, faster and less expensive than resolving disputes before a court. In the European Union, ADR/ODR procedures can take different forms and they can have different names e.g.arbitration, conci;iation, mediation, ombudsmen, complaints boards. On 21 May 2013, the European legislator adopted new legislation for ADR - Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.


  • Learn more about your rights in case of lost or damages baggage during the the time of your flight.

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    This Act shall regulate the protection of consumers, the powers of State bodies, and the activity of consumer associations in this area.


  • Learn more about your rights when you shop online

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    Rules for compensation of passengers in the event of denied boarding, cancellation or long delay of flights

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    Promulgated, SG No. 23/19.03.2021, effective 1.01.2022 This Act shall regulate the requirements concerning the contracts for: 1. the supply of digital content and digital services concluded between traders and consumers, in particular, the requirements concerning the conformity of the digital content or digital service, the consumer remedies in the event of a failure to supply or a lack of conformity of the digital content or digital service, the modalities for the exercise of those remedies, as well as for the modification of the digital content or digital service; 2. the sale of goods concluded between sellers and consumers, in particular the requirements concerning the conformity of goods, the consumer remedies in the event of lack of conformity, the modalities for the exercise of those remedies and the commercial guarantees.