A1 · Introductory provisions
These terms and conditions (the "terms") govern the use of the SUBVY platform, i.e. the subvy.cz website and the SUBVY mobile app (the "platform"), and the relationships between the platform operator, subscribers and businesses. The platform is operated by SUBVY s.r.o., registered office Komunardů 32, 170 00 Prague 7, Czech Republic, company ID 12345678 ("SUBVY"). Contact: podpora@subvy.cz.
Part A applies to all users, part B to subscribers, part C to businesses, and part D contains common and final provisions. The annex contains a model withdrawal form. The complaints procedure is described in detail in the complaints policy (subvy.cz/reklamacni-rad), which forms part of the terms.
If a subscriber is a consumer, i.e. a natural person who is not acting in the course of their business when concluding the contract, they have rights under the Czech Civil Code and the Consumer Protection Act. The terms cannot deviate from these rights to the consumer's detriment, and provisions that would do so do not apply to consumers.
The terms are available in Czech and English; the Czech version is binding. Contracts on the platform are concluded in Czech or English according to the interface language.
A2 · Definitions
A business is an entrepreneur (a natural or legal person with a company ID) that offers its services on the platform as a subscription. A business always acts as an entrepreneur.
A subscriber is a user who orders a subscription to a business's service on the platform or buys a gift voucher.
A subscription (package) is a contract between a subscriber and a business for the repeated provision of services: for a price paid in advance for the chosen period (month, quarter, half-year, year, two years), the subscriber is entitled to the items included in the package. Using a service means using one item (QR code check-in at the business, or an attended booking).
A gift voucher is a prepaid entitlement to one period of a subscription to a selected service of a business, which can be given to another person and redeemed with a code.
The payment service is the service of Stripe (Stripe Payments Europe, Ltd., a payment service provider) through which the platform accepts card payments and pays out money to businesses.
The commission is SUBVY's fee for intermediation and operating the platform, paid by the business from each payment received.
A complaint is the exercise of rights arising from a defective service. A payment dispute is a challenge of a card payment at the subscriber's bank (chargeback).
A3 · The role of SUBVY
SUBVY operates an online marketplace. The subscription contract and the gift voucher contract are concluded directly between the subscriber and the business. SUBVY intermediates the contract and is not a party to it unless these terms expressly provide otherwise (for example when accepting a withdrawal or handling a complaint on behalf of the business).
Each offer states which business provides the service (name, premises and company ID). The business is an entrepreneur; SUBVY verifies its details at approval and the business must keep them up to date.
The business is responsible for providing the service, its quality and its conformity with the offer. SUBVY is responsible for operating the platform, for processing payments correctly and for handling withdrawals and complaints properly under these terms.
The invoice (tax document) for a subscription and for a gift voucher is issued by the business. SUBVY technically issues it on the business's behalf in the payment service (article C3).
Payments are processed by the payment service. Money from a payment is credited to the business's account with the payment service and SUBVY deducts its commission from it. SUBVY does not hold or manage subscribers' money.
A4 · Account and rules of use
An account is needed to order, to buy a voucher and to offer services. Users provide true information, protect their login details and are responsible for actions taken from their account. Only persons over 18 may have an account.
When signing up, the user agrees to these terms. SUBVY records the version of the terms and the date of consent.
Users must not misuse the platform, in particular by posting illegal or misleading content, publishing false reviews, circumventing security, disrupting the platform or using it for fraud.
In case of a breach of the rules, SUBVY may remove content or restrict or cancel the account. SUBVY gives the user reasons for its decision (Regulation (EU) 2022/2065, the Digital Services Act), and the user may object at podpora@subvy.cz.
Users can cancel their account in the settings at any time. Running subscriptions then end at the end of the paid period, unless these terms provide otherwise.
B2 · Payments, renewal and cancellation
Card payments are processed by the payment service and secured by 3D Secure. SUBVY does not store card details.
If the payment for the next period fails, the payment service retries it. Until it is paid, the subscription cannot be used. The subscriber can pay the outstanding amount in the app.
The subscriber can cancel the subscription in the app at any time, with effect at the end of the paid period. Until then the subscription runs and can be used. The cancellation can be reversed before the period ends. Cancelling is free and the paid period is not refunded, except for a withdrawal from the contract (article B4), an upheld complaint (article B5) or a refund by the business.
The subscriber can switch to a longer payment frequency of the same package. They pay the difference for the rest of the running period and the new period starts once the switch is completed.
If the business ends the subscription (for example when it stops offering the service), it refunds the subscriber a proportional part of the price for the items not used in the paid period.
Unused items carry over to the next paid period unless the business has turned this off for its services; this is stated with the package.
B3 · Prices and price changes
Prices are set by the business. For a business that is a VAT payer, prices include VAT and the invoice shows the VAT breakdown.
A price change only applies from the next period. A moderate increase (up to 15 %; SUBVY may change this threshold) is announced to the subscriber in advance in the app and by e-mail, and the subscriber may cancel the subscription before the period ends. A higher increase requires the subscriber's approval; without it, the subscription ends at the end of the paid period.
A discount code applies under its conditions (a percentage discount or a number of free periods).
B4 · Withdrawal from the contract
A consumer may withdraw from a subscription contract without giving a reason within 14 days of its conclusion, and from a gift voucher purchase within 14 days of payment (section 1829 of the Czech Civil Code). If the period ends on a Saturday, Sunday or public holiday, it ends on the next business day. The period is met if the consumer sends the withdrawal before it ends.
Withdrawal is possible in the app (subscription details, "Withdraw from the contract"; for a gift voucher in "Payments and documents") or by e-mail to podpora@subvy.cz, including with the model form in the annex. SUBVY accepts and handles the withdrawal on behalf of the business and confirms receipt to the consumer by e-mail without undue delay.
When ordering a subscription, the consumer expressly requests that the services start right away, before the withdrawal period ends (section 1823 of the Czech Civil Code). If they then withdraw, they pay a proportional part of the price for the services provided until the withdrawal (section 1834 of the Czech Civil Code). The proportional part equals the value of the items used until the withdrawal, at the full item price after the discount given by the payment frequency, but no more than the amount paid. Bookings that have not yet taken place do not count as used and are canceled by the withdrawal.
If the services were provided in full with the consumer's consent before the withdrawal period ended, the right of withdrawal lapses (section 1837(a) of the Czech Civil Code). The consumer was informed of this when ordering.
For a gift voucher, the full amount paid is refunded as long as the recipient has not started using it: the voucher is canceled and, if it has already been redeemed, the subscription created by redeeming it ends. When buying a voucher, the consumer expressly requests that performance may start when the voucher is redeemed, even before the withdrawal period ends (section 1823 of the Czech Civil Code). If they withdraw after the recipient has started using the voucher, the amount paid is refunded minus a proportional part for the services used, as described in paragraph 3; such a withdrawal is handled by SUBVY at podpora@subvy.cz.
The money (the amount paid less the proportional part) is refunded by the business through the platform without undue delay and no later than 14 days after the withdrawal, to the card the consumer paid with. The subscription ends with the withdrawal.
A subscriber ordering as an entrepreneur (with a company ID on the invoice) does not have the right of withdrawal under this article.
B5 · Complaints
The business is liable for defects in the service. The subscriber files a complaint in the app (subscription details, "File a complaint") or by e-mail to podpora@subvy.cz. SUBVY, as the intermediary, accepts the complaint, confirms its receipt with its content and requested remedy, and handles it with the business.
The business responds within 5 business days. If it upholds the complaint, the complaint is settled. If it disagrees or does not respond in time, SUBVY assesses the complaint. The complaint is settled within 30 days of filing at the latest, unless the subscriber agrees with the business on a longer period.
Possible outcomes are a refund (all or part of a payment, from the business's share), a replacement service, another remedy, or rejection with written reasons. SUBVY informs the subscriber of the outcome by e-mail and in the app. Details are set out in the complaints policy.
B6 · Disputing a payment at the bank
Before disputing a payment at their bank, we recommend filing a complaint in the app; it is usually faster and free of charge.
In a payment dispute, SUBVY provides the bank with evidence from the platform (subscription details, usage, bookings, complaints and communication). The bank decides the dispute.
If the bank decides in favour of the subscriber, the subscription ends immediately because the payment for it is missing. Abuse of disputes (for example repeatedly disputing services that were provided) may lead to the account being canceled.
B7 · Gift vouchers
A gift voucher is paid in advance against the business's invoice. The voucher code is sent to the buyer by e-mail and the buyer may give it to anyone. The validity of the voucher is set by the business and stated with the offer.
Redeeming the code creates a subscription for the paid period for the recipient. The code can be redeemed only once and only for the service it was bought for. After its validity ends, the voucher expires.
Before the gift ends, the recipient can continue with their own card; in doing so they conclude a new subscription contract and agree to these terms.
B8 · Reviews and reporting content
Only a subscriber who has or had a subscription with a business can review it; the platform verifies this automatically. Reviews are not published for payment and SUBVY does not edit them. The business may reply to reviews.
You can report content you consider illegal or contrary to the terms (reviews, offer descriptions, messages) to podpora@subvy.cz. SUBVY assesses the report without undue delay and informs you of its decision with reasons.
B9 · Ranking on the Marketplace
The default ("recommended") ranking of businesses on the Marketplace is based on the number of the business's active subscribers and its reviews (average rating and number of reviews); where the order is otherwise equal, businesses with an active Pro version, which businesses pay SUBVY for, come first. Finally, the registration date decides (newer first).
Users can also sort by rating, number of subscribers or price, and filter results by field, city and search text. SUBVY offers no other paid placement in the results.
C1 · Registration and obligations of a business
A business registers on the platform, provides true information (name, company ID, VAT ID and VAT status, address of the premises) and goes through verification. SUBVY usually approves or rejects the registration within 2 business days. The business can accept payments only after approval and after completing verification with the payment service. The business accepts payments into its own full Stripe account. It may create a new account from the app or authorize an existing account that meets Stripe requirements and matches its country of establishment. Only the business owner confirms the connection.
Consent to the terms for businesses (part C) and to their new versions is given by the owner of the business account. Team members to whom the owner grants access act on behalf of the business within their permissions.
The business is responsible for the offer being true and complete, for having the authorisation to carry out its activity, for correct prices and VAT rates, and for providing the services in the offered scope and quality. The business fulfils its obligations towards subscribers arising from the law and these terms, in particular it handles complaints and respects consumers' withdrawals.
A suspended business cannot get new subscribers, but must keep providing existing subscriptions and handling complaints.
C2 · Commission, payouts and the Pro version
The business pays SUBVY a percentage plus a fixed amount on each payment, based on the previous calendar month’s volume separately for each currency. Current rates are available at subvy.cz/provider and in the app. Commission is final, including VAT where applicable. Stripe deducts the application fee directly on the business account and transfers it to SUBVY.
The business separately pays all Stripe fees under its agreement and Stripe pricing, including cards, Billing, gift voucher invoices, disputes and evidence submission, Radar and currency conversion. Stripe fees are not included in SUBVY commission. SUBVY gives at least 15 days’ notice of commission rate changes; changes do not apply to earlier payments.
SUBVY issues the business a monthly commission statement (a tax document for a VAT payer), and where applicable a supplementary statement and a corrective document. The business agrees to receive statements and other documents only electronically, in the app, by e-mail and in the ISDOC format (section 26 of the Czech VAT Act).
Standard has no monthly SUBVY fee. Pro is an optional paid service for additional features. Its price and extra worker charge are final, including VAT where applicable; current pricing and features are at subvy.cz/provider. SUBVY bills Pro on its own Stripe account. Pro can be canceled at the end of the paid period.
C3 · Invoicing on behalf of the business
The business authorises SUBVY to issue, in its name and on its behalf, invoices (tax documents) to subscribers for subscriptions and gift vouchers, and corrective tax documents (credit notes), in the payment service and in the business's number series (section 28 of the Czech VAT Act). The documents are issued based on the details the business provided.
The business is responsible for the correctness of its details (VAT status and VAT ID, VAT rate of the service), for including the documents in its records and for declaring and paying the tax. The business changes its details in the app; the change applies to subsequent documents.
C4 · Refunds to subscribers and deductions from the business's account
Subscriber refunds are paid from the business’s Stripe account. The business bears the refunded amount and Stripe fees under its agreement with Stripe.
For refunds initiated by the business, upheld complaints and consumer withdrawals, the SUBVY commission is not returned and the business bears the full refunded amount. The commission is returned only if the refund was caused by a SUBVY error, or for a refund due to the bank's suspicion of fraud.
The business authorizes SUBVY to process refunds relating to its subscriptions and gift vouchers from its Stripe account under these terms. It may also refund through its own Stripe Dashboard; SUBVY synchronizes the payment status. Negative balances and account restrictions are governed by the business’s agreement with Stripe.
C5 · Complaints and withdrawals at the business
The business handles subscribers' complaints through the platform. It responds within 5 business days: it upholds the complaint (refund, replacement service or another remedy) or explains its disagreement in writing.
If the business disagrees or does not respond in time, SUBVY assesses the complaint. SUBVY's decision is binding on the business, including a refund from its share. Neither the business nor the subscriber loses the right to go to court.
Consumer withdrawals are handled by SUBVY on behalf of the business under article B4; the proportional part of the price for the services provided stays with the business.
In case of repeated justified complaints (as a guide, three upheld complaints within 90 days), SUBVY warns the business and may proceed under article C7.
C6 · Payment disputes at the bank
For a payment dispute, Stripe debits the disputed amount and its fees directly from the business account. The business has access to the full Stripe Dashboard. SUBVY provides evidence and may submit a defense; the business cooperates, particularly by providing proof of service.
If the dispute is lost, the bank returns the payment to the subscriber and the affected subscription ends. SUBVY refunds commission for a SUBVY error or a bank fraud warning; this also covers duplicate, unauthorized or incorrectly charged canceled subscriptions according to the dispute reason. Commission is retained for services not received or unacceptable and promised refunds not processed.
The business always bears Stripe dispute and countering fees, including when SUBVY refunds commission. SUBVY neither debits these fees again nor reimburses them. Stripe pricing and the Stripe agreement determine their amount and whether they are refunded after a win.
The dispute outcome and changes made in Stripe are synchronized into SUBVY. When the dispute is won, Stripe returns funds according to the bank’s decision; Stripe determines whether its fees are refunded.
C7 · Suspension, restriction and termination
SUBVY may suspend or restrict a business (for example hide it on the Marketplace or stop new orders) for a breach of these terms or the law, for repeated justified complaints, on reasonable suspicion of fraud, or on the instruction of a public authority. SUBVY gives the business the reasons no later than when the restriction takes effect (Regulation (EU) 2019/1150, Article 4), and the business may respond.
SUBVY may terminate the contract with a business with 30 days' notice and with reasons. Without notice only for a serious or repeated breach of the terms, or where required by law.
The business may end the cooperation at any time. It must complete the subscriptions paid by subscribers until the end of the paid period, or refund subscribers a proportional part of the price for unused items.
Complaints about SUBVY's services (including restrictions and termination) are accepted by SUBVY at podpora@subvy.cz and handled without undue delay. The parties may agree to resolve a dispute through mediation.
C8 · Access to data
In the app, the business has access to the data created in the course of cooperation with it: the names and e-mail addresses of subscribers to its services, their subscriptions, payments and invoices (including the billing details the subscriber provided), redemptions, bookings, messages, complaints and reviews. The business cannot see subscribers of other businesses.
SUBVY has access to all data on the platform to the extent necessary to run it, handle complaints and payment disputes, meet legal obligations and compile aggregate statistics (for example the order of the Marketplace). SUBVY does not sell data of businesses or subscribers and does not pass it on to other businesses. It passes to processors that provide payments, e-mail delivery and server hosting for SUBVY only the data their service needs; details are in the privacy policy.
In the app, the business can download the overview of invoices for accounting, the commission statements and an export of its account data (Settings) at any time.
After the cooperation ends, the business no longer has access to the data in the app; it should therefore download the invoice overview, commission statements and data export in advance. On request sent to podpora@subvy.cz, SUBVY provides copies of documents for as long as it is required by law to keep them. Subscribers keep their documents in their own account.
D1 · Liability and availability of the platform
SUBVY strives for uninterrupted operation of the platform but does not guarantee that it will always be available without outages. It announces planned maintenance in advance where possible.
Towards businesses, SUBVY is not liable for lost profit or for damage caused by the platform being unavailable, unless caused intentionally or by gross negligence. Liability towards consumers is governed by law and is not limited by this article.
D2 · Personal data
The processing of personal data is described in the privacy policy (subvy.cz/privacy-policy). The business processes subscribers' personal data made available to it by the platform only to provide its services and to meet its legal obligations.
D3 · Changes to the terms
SUBVY may change the terms, for example due to a change in the law, the platform's services or payment methods. It announces a change in the app and by e-mail at least 30 days (to subscribers) and 15 days (to businesses) before it takes effect and publishes the new version at subvy.cz/terms-and-conditions. Until then, the current version applies.
Users agree to the new version in the app; they may agree before it takes effect, and from then on the app requires it (for example before the next order). Anyone who disagrees with a change may end their subscription or the cooperation free of charge; periods already paid are governed by the previous version.
D4 · Governing law and dispute resolution
Relationships under these terms are governed by Czech law. This does not deprive consumers of the protection afforded by the mandatory provisions of the law of their country of residence.
Consumers may resolve a dispute with a business or with SUBVY out of court at the Czech Trade Inspection Authority (adr.coi.cz, Štěpánská 15, 120 00 Prague 2). Otherwise, disputes are decided by the competent courts of the Czech Republic.
D5 · Final provisions
These terms are effective from 1 November 2026. SUBVY archives contracts and consents concluded on the platform electronically; subscribers and businesses can see their contracts, payments and documents in their account.
Communication takes place electronically, in the app and by e-mail to the address stated in the account. If any provision is invalid, the others remain in force.
Annex · Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. You can just as well withdraw directly in the app.)
To: SUBVY s.r.o., registered office Komunardů 32, 170 00 Prague 7, Czech Republic, company ID 12345678, on behalf of the business with which the contract was concluded; e-mail podpora@subvy.cz
I hereby give notice that I withdraw from the contract for the provision of the following services: (name of the business and the subscription, or the gift voucher code)
Ordered on (contract concluded on) or voucher paid on:
Name of the consumer:
Account e-mail and address of the consumer:
Signature of the consumer (only if this form is sent on paper):
Date: