Complaints Policy

How to tell us that something is wrong with a book, an audiobook or another product you bought from us, and what you are entitled to.

1. Who we are and how to reach us

• Seller: Lukáš Kantor, Company ID (IČO) 03177009
• Address: Milíkov 244, 739 81 Milíkov
• E-mail: contact@heroofthebook.au

This policy forms part of the terms and conditions.

2. Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

The benefits this policy gives you are in addition to other rights and remedies you have under a law in relation to the goods or services to which it relates. They are available also to a person who received the product as a gift (section 266 of the Australian Consumer Law).

3. How long you can complain

We accept complaints about the digital book and the audiobook for 2 years from the day they are made available to you, and about a printed book or a gift add-on, where the Australian version of the website offers them, for 24 months from receipt. Your rights under the consumer guarantees are not limited to that period; they last for as long as is reasonable for the product concerned.

4. What quality is agreed and what is a defect

The book is illustrated. The photograph you upload is a model for the illustrations, not something to be traced, so the characters are an artistic rendering and not an exact likeness. Before ordering you see the story draft (a title and a brief outline) free of charge; the illustrations are created only after payment. A digital book is measured as an illustrated book created from the data you entered. A printed book is measured against the appearance you confirmed before printing, and its colours may differ slightly from your screen because of digital printing.

A defect is, for example:

• a name, dedication or text different from the one you entered,
• a missing, blank, misordered or damaged page,
• illegible, garbled or cut-off text,
• a printed book that does not match the appearance you confirmed,
• a damaged, soiled or incomplete copy,
• a PDF, online flipbook or audiobook that does not work.

The list is not exhaustive and does not limit your rights. We are not responsible for damage caused after receipt by abnormal use, for example creases, scratches or spills (section 54(6) of the Australian Consumer Law).

5. How to make a complaint

The fastest way is to open the book in your account and click "Complaint". The form fills in your details and sends the description to us. You can also write to contact@heroofthebook.au or send a letter to Milíkov 244, 739 81 Milíkov. Please tell us:

• your name and contact details,
• the order (order number, e-mail or date),
• what is wrong (for a printed product, please attach a photo),
• how you would like it put right (a correction, a new copy, a refund).

We confirm receipt of your complaint by e-mail.

6. Costs

Making a complaint costs you nothing. If we need a printed product back, we pay for the postage and agree the method with you in advance. If you have paid any costs of the complaint yourself, send us the receipt by e-mail and we will refund them to you.

7. How quickly we deal with it

We deal with your complaint no later than within 30 days and tell you the outcome by e-mail. This is our own commitment and does not shorten any right you have under the Australian Consumer Law.

8. How we put it right

• If the failure is not a major failure, we fix it within a reasonable time, for a digital book usually by correcting the text or regenerating the affected page, for a printed product by sending a new copy. If we do not fix it, you are entitled to a refund (section 259(2) and, for services, section 267(2) of the Australian Consumer Law).
• If the failure is a major one, for example the book departs significantly from what you ordered, you choose whether you want a refund or a replacement (sections 259(3), 260 and 263(4), and for services sections 267(3) and 268).
• You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure (sections 259(4) and 267(4)).

Refunds go back to the card you paid with.

9. Change of mind is not a complaint

A complaint is about something that is wrong with the product. A book is made individually for you, so we do not accept a change-of-mind cancellation of it; the rules are in Art. 7 of the terms and conditions and on the Cancelling an Order page. The purchase of a gift voucher can be cancelled within 14 days (Art. 13 of the terms and conditions).

10. Resolving a dispute

There is no out-of-court body competent to decide a consumer dispute with us. The Czech Trade Inspection Authority (Česká obchodní inspekce), which handles such disputes for us at home, accepts them only from consumers resident in the European Union (Article 2(1) of Directive 2013/11/EU), and the European Commission's online dispute resolution platform no longer exists (Regulation (EU) 2024/3228). We would rather say that plainly than send you somewhere that cannot help.

What is open to you:

• Write to us first at contact@heroofthebook.au. Most problems with a book can be put right by correcting it or by a refund.
• The consumer protection agency of your state or territory, which gives free advice and can take the matter up with us, for example NSW Fair Trading (13 32 20), Consumer Affairs Victoria (1300 55 81 81), the Queensland Office of Fair Trading (through 13 QGOV, 13 74 68), Consumer and Business Services in South Australia (131 882) or Consumer Protection in Western Australia (1300 30 40 54). The Australian Competition and Consumer Commission publishes information about your rights at accc.gov.au.
• A chargeback with your card issuer, typically if a book was not supplied or was not as described. It rests on the card scheme rules.
• The civil and administrative tribunal of your state or territory, for example the NSW Civil and Administrative Tribunal (consumer claims up to AUD 100,000), the Victorian Civil and Administrative Tribunal or the Queensland Civil and Administrative Tribunal (consumer disputes up to AUD 25,000). Please bear in mind that we are established in the Czech Republic, so an order made against us would have to be enforced abroad.

Our terms choose Czech law, but that choice cannot take away the protection the Australian Consumer Law gives you: its consumer guarantees cannot be excluded or limited by contract (section 64) and they apply even where a contract chooses foreign law (section 67 of the Australian Consumer Law, Schedule 2 to the Competition and Consumer Act 2010).