Terms and Conditions

1. Scope and Validity of the Terms and Conditions

1.1 The Terms and Conditions apply to the legal relationship between the seller, Gertrudenhof OÜ (registration code 11698587, address: Valga County, Otepää Municipality, Truuta Village, Mäeotsa, 67302, email: info@truuta.ee, hereinafter referred to as the Seller), and the Customer (hereinafter referred to as the Customer or Buyer) in relation to the purchase of products and services through the website www.truuta.ee (hereinafter referred to as the Website).

1.2 In addition to the Terms and Conditions, the legal relationships arising from the purchase of products and services through the website are governed by the legislation of the Republic of Estonia.

1.3 The Seller has the right to modify the Terms and Conditions and the price list due to the development of the website and in the interest of better and more secure use of the website. Any changes to the Terms and Conditions and the price list will take effect upon publication of the respective change on the website www.truuta.ee. If the Customer has submitted their order before the changes to the Terms and Conditions come into effect, the Terms and Conditions that were in force at the time of submitting the order shall apply, unless otherwise provided by law or the Terms and Conditions.

2. Price

2.1 The prices of products and services sold on the website are in euros and include VAT.

2.2 In the case of purchasing physical products, a shipping fee will be added to the purchased items, which will be calculated in the Customer’s shopping cart after the delivery method is selected.

2.3 The Seller reserves the right to adjust the prices of the products and services offered. If the Customer submits their order before the price change, the price that was listed on the invoice at the time of order placement will apply, unless the incorrect price for products or services was published on the website by mistake or due to a technical error or malfunction of the website.

3. Shopping Cart and Order Placement

3.1. The Customer’s shopping cart is created when the Customer clicks on the “Add to Cart” link. Payment for accommodation and beauty services is made at the time of booking (no separate shopping cart is created, and payment is made upon booking confirmation). Our website also has an “Express checkout” feature, allowing the purchase to be completed via Google Pay or Apple Pay directly from the product page, the shopping cart page, or the checkout page.

3.2. The quantity of products in the shopping cart can be adjusted in the “Quantity” field. To complete the order, click on the “Proceed to Payment” link. The Customer will be directed to the order confirmation page.

3.3. The order can be completed without registration (as a guest). On the order confirmation page, the required details must be entered, the delivery method selected for the products, the payment method chosen, and then the “Place Order” button must be clicked.

3.4. If a product is marked as “Out of stock – inquire about availability” in the online store, it cannot be ordered online. To order such products, the Customer must contact customer service through the contact form in the product details view, email info@truuta.ee, or call 505 11 03.

3.5. When filling out the fields on the order confirmation page, attention must be paid to the accuracy and correctness of the information, as this determines the prompt and error-free delivery of the products purchased by the Customer. The Seller is not responsible for the failure to fulfill the order or any other consequences resulting from incorrect information provided by the Customer.

3.6. The sales contract is considered concluded, and order fulfillment will begin or the booking will be confirmed once the order has been placed, and the full amount due as per the invoice has been received in full by the Seller’s account.

3.7. The images of products and services displayed on the website are for illustrative purposes and may differ from the actual product or location in reality. The product descriptions on the website may not be exhaustive.

3.8. Estonian-language customer support is available via email at info@truuta.ee. We respond to emails on weekdays as soon as possible.

4. Payment for Products

4.1. To make a payment, the Customer must select a suitable payment method on the order confirmation page (bank payment link, credit card payment, or bank transfer). After the order is placed, the invoice serving as the basis for the payment will also be sent to the Customer via email as confirmation of the order. It is advisable for the Customer to check that the details in the invoice match the Customer’s request in the order before making the payment. If the Customer has chosen the bank payment link as the payment method, they will be directed to the selected bank for payment after placing the order.

4.2. Payment Methods:

4.2.1. I pay via bank link: Swedbank, SEB, LHV, Luminor, COOP Pank, Citadele

4.2.2. I pay securely by credit card (payment is processed through Stripe).

4.2.3. I pay by bank transfer according to the invoice sent by email

4.2.4. All payments are made in euros.

4.3. Payment Terms:

4.3.1. The sale of our products and the provision of services are based on prepayment – 100% of the total amount due as per the invoice must be paid when placing the order.

5. Delivery and Handover of Products

5.1. The Customer can choose a suitable delivery method when placing the order:

5.1.1. Itella SmartPost – Orders will be delivered to the parcel locker location selected by the Customer when placing the order. A transport fee will be added to the product cost based on the size of the parcel locker the item fits into. The Customer will receive a notification about the shipment to their email address. The delivery of goods to the parcel locker will take place within 5 business days from the receipt of the payment to the Seller’s bank account, unless a different deadline was selected when placing the order. Upon the arrival of the goods, the Customer will receive an electronic notification (via SMS and/or email) with a door code that allows them to pick up the package from the parcel locker.

5.1.2. Omniva Parcel Locker – Orders will be delivered to the parcel locker location selected by the Customer when placing the order. A transport fee will be added to the product cost based on the size of the parcel locker the item fits into. The Customer will receive a notification about the shipment to their email address. The delivery of goods to the parcel locker will take place within 5 business days from the receipt of the payment to the Seller’s bank account, unless a different deadline was selected when placing the order. Upon the arrival of the goods, the Customer will receive an electronic notification (via SMS and/or email) with a door code that allows them to pick up the package from the parcel locker.

5.1.3. DPD Parcel Locker – Orders will be delivered to the parcel locker location selected by the Customer when placing the order. A transport fee will be added to the product cost based on the size of the parcel locker the item fits into. The Customer will receive a notification about the shipment to their email address. The delivery of goods to the parcel locker will take place within 5 business days from the receipt of the payment to the Seller’s bank account, unless a different deadline was selected when placing the order. Upon the arrival of the goods, the Customer will receive an electronic notification (via SMS and/or email) with a door code that allows them to pick up the package from the parcel locker.

6. Right of Withdrawal

Returnable Product

Invoice Number

Reason

Bank account for refund transfer

Customer’s name and phone number

6.9. Tagastatav toode tuleb saata tagasi Gertrudenhof OÜ aadressile Mäeotsa, Truuta küla, Otepää vald, Valga maakond, 67302

6.9. The returnable product must be sent back to the address of Gertrudenhof OÜ: Mäeotsa, Truuta Village, Otepää Municipality, Valga County, 67302.

6.10. The Seller will refund the Customer the price paid for the product within 14 days from the return of the product(s) to Pallas Gertrudenhof OÜ.

6.11. The costs of returning the goods will be borne by the Buyer, unless the reason for the return is that the returned item does not correspond to the order (e.g., incorrect or defective item).

6.12. The Buyer must return the goods within 14 days of submitting the withdrawal request.

6.13. The Seller will refund all fees received from the Buyer under the contract upon receipt of the returned goods, without delay, but no later than 14 days from the receipt of the withdrawal statement.

6.14. The Seller may refuse to make the refund until the item subject to the contract is returned.

6.15 Changing a reservation – we allow the booking time to be changed once free of charge. This can be done up to 7 days before the stay at the accommodation, provided that the accommodation is available on the new desired date.

6.16 If the accommodation price is higher on the desired dates, the price difference must be paid when making the change. If the price is lower on the new selected dates, the price difference will not be refunded.

6.17 If you wish to make a change, we will immediately release the previous dates for other guests, and changes can no longer be reconsidered.

6.18 Cancellations can be made with a 14-day notice. As we also incur service fees on each transaction, a cancellation fee of €10 will apply – the remaining amount will be refunded.

6.19 In case of less than 14 days’ notice, we can offer a change of the booking, but cancellation with a refund is not possible.

6.10 If you have already changed the booking time once, cancellation with a refund is no longer possible. If you are unsure when you will be able to or wish to rebook your stay, we can resolve the situation by providing a gift card for the value of the accommodation, which can be used for our accommodation and services within 1 year.

7. Right to File a Complaint

7.1. Gertrudenhof OÜ is responsible for any non-conformity or defect in the goods sold to the Buyer that existed at the time of delivery.

7.2. In case of a defect, the Buyer has the right to contact the Seller within two months, by sending an email to info@truuta.ee or by calling: +372 505 11 03.

7.3. The Seller is not responsible for defects that occurred after the goods were delivered to the Buyer.

7.4. If the goods purchased through the website have defects for which the Seller is responsible, the Seller will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Seller will refund the Buyer all fees associated with the sales contract.

7.5. The Seller will respond to the consumer’s complaint in writing or in a form that allows written reproduction within 14 days.

7.6. In case the goods have defects, please send an email to info@truuta.ee. Please include the following information in the email:

Returnable Product

Invoice Number

Defect in the goods

Customer’s name and phone number

7.7. The Seller is obligated to repair the defective goods. If the defective product cannot be repaired, it will be replaced with a new one.

8. Direct Marketing and Personal Data Processing

8.1. The Seller uses the personal data provided by the Buyer (including name, phone number, address, email address, and bank details) solely for processing the order and delivering the goods to the Buyer. The Seller will transmit personal data to transportation service providers to ensure the delivery of the goods.

8.2. The Seller will send newsletters and offers to the Buyer’s email address only if the Buyer has expressed interest by entering their email address on the website and opting in to receive promotional messages.

8.3. The Buyer has the right to opt-out of receiving offers and newsletters at any time by notifying the Seller via email or by following the instructions provided in the email containing the offers.

Dispute Resolution