This document was prepared using the Sellvio General Terms and Conditions generator.
astragroup.hu - effective from: 2026-09-28
I. General Provisions
1. These General Terms and Conditions (hereinafter: GTC) define the rights and obligations of Astra Group BPO Kft. (hereinafter: Service Provider) and the party using the services provided by the Service Provider through its online portal astragroup.hu (hereinafter: Website) (hereinafter: User).
2. Details of the Service Provider:
a. Name: Astra Group BPO Kft.
b. Registered office: 1132 Budapest, Váci út 14, 24
c. Tax number: 24932020-2-41
d. Company registration number: 01 09 190067
e. Correspondence address: [email protected]
f. Customer service telephone number: +36 30 677 2019
3. Hosting provider details:
a. Name: Sonrisa Informatikai Kft.
b. Registered office: Hungary, 1022 Budapest, Bég utca 3-5. 1st floor, 108.
d. Website: sonrisa.hu
4. These GTC apply to electronic commerce services provided within the territory of Hungary through the Website.
5. Language of the contract: Hungarian
6. The contracts shall be deemed to be concluded in writing, and the Service Provider does not register them.
7. The Service Provider is not subject to any code of conduct.
VII. Complaint Handling and Customer Service in the Event of Consumer Complaints
The provisions set out in this chapter shall apply where the User qualifies as a consumer, meaning a natural person acting outside the scope of their profession, independent occupation or business activity.
The name and registered office of the Service Provider are specified in the first part of the GTC. The User may submit a complaint to the Service Provider either orally or in writing.
The Service Provider's contact details for complaint handling are as follows:
Postal address: HU 1132 Budapest, Váci út 14, 24
Email: [email protected]
Telephone customer service: +36 30 677 2019
In person: HU 1132 Budapest, Váci út 14, 24
1. Handling of Oral Complaints
Immediate Investigation
The Service Provider shall immediately investigate the User's oral complaint and seek to remedy it as necessary. If the User disagrees with the handling of the complaint, or if immediate investigation of the complaint is not possible, the Service Provider shall promptly draw up a report of the complaint and its position regarding the matter.
Preparation of a Report
The report prepared regarding the complaint shall contain the User's name and residential address or email address, the place, time and method of submitting the complaint, a detailed description of the complaint, and a list of the documents presented by the User. In the case of an oral complaint submitted in person, the Service Provider shall provide the User with a copy of the report on the spot.
Telephone Complaint Handling
The Service Provider shall assign a unique identification number to oral complaints submitted by the User by telephone or through other electronic communications services.
The Service Provider shall send a copy of the report prepared regarding the complaint to the User no later than at the same time as the substantive response.
The Service Provider shall make an audio recording during telephone complaint handling and retain it for five years.
Upon the User's request, the Service Provider shall provide the audio recording made during telephone customer service free of charge and shall make it available for listening at its customer service office or, upon request, send a copy electronically. The Service Provider shall fulfil requests for access to the audio recording within thirty days of becoming aware of the request.
2. Handling of Written Complaints
Response Deadline
The Service Provider shall respond to the User's written complaint in writing, on its merits and in a verifiable manner, within thirty days of receipt. If the Service Provider rejects the User's complaint, it shall be obliged to provide reasons for its position.
If the User fails to provide their name and residential address or email address, omits a detailed description of the complaint, or fails to submit the records, documents and other evidence necessary for assessing the complaint, the Service Provider shall not be obliged to respond to the complaint.
The Service Provider shall immediately acknowledge receipt of complaints submitted through the electronic interface/form provided by it, using the email address supplied by the consumer.
Retention of Documentation
The Service Provider shall retain the report prepared regarding the complaint, the written complaint and a copy of the substantive response for three years and shall present them upon request by the supervisory authorities.
3. Legal Remedies
If the Service Provider rejects the complaint, it shall inform the User in writing of the authority or conciliation body with which the User may initiate proceedings regarding the complaint. The information shall include the registered office, telephone and internet contact details, and postal address of the competent authority and the conciliation body having jurisdiction over the User's place of residence or stay.
Conciliation body contact details: bekeltetes.hu/udvozlo
Consumer protection authority contact details:
fogyasztovedelem.kormany. … /fogyasztovedelmi_hatosag
3.1. Initiating Conciliation Body Proceedings
When handling complaints and providing information to consumers, the Service Provider cooperates with associations representing consumer interests and with consumer protection authorities.
The Service Provider informs the User that it has submitted a general declaration of submission, valid until revoked, to the conciliation body having jurisdiction over its registered office or, with effect extending to all conciliation bodies, to the Hungarian Chamber of Commerce and Industry (MKIK).
The Service Provider informs Users that, in addition to Users qualifying as consumers, the following parties may also apply to a conciliation body: civil organizations, ecclesiastical legal entities, condominiums and housing cooperatives acting for purposes outside the scope of their independent occupation and economic activity, as defined by separate legislation; consumers who are citizens of a Member State or reside in a Member State; and businesses established in a Member State that purchase goods or use services within the European Union exclusively for final use, or act with such an intention.
3.2. Proceedings Before the Consumer Protection Authority
Before initiating proceedings before the consumer protection authority, the User shall be obliged to attempt to resolve the dispute directly with the Service Provider.
The User may initiate proceedings before the consumer protection authority if the Service Provider has violated the provisions of consumer protection legislation, particularly its obligations relating to distribution, provision of services, complaint handling, customer service, product quality, composition, packaging, pricing, handling of warranty and guarantee claims, and consumer information.
An application submitted to the consumer protection authority must contain:
- the name and registered office address of the Service Provider,
- the place where the conduct complained of occurred,
- a brief description of the subject of the application, supported by the available documents, including in particular the Service Provider's response to the User's inquiry, the report prepared regarding the oral complaint, and, in the case of complaints submitted by post or electronically, the document confirming dispatch.
Proceedings before the consumer protection authority may not be initiated more than three years after the infringement occurred. If the unlawful conduct is continuous, the limitation period shall commence when the conduct ceases.
In proceedings before the consumer protection authority, associations representing consumer interests shall also enjoy the rights of a client within the scope of protecting the consumer interests they represent.
If the consumer protection authority establishes a violation of consumer protection provisions, it may, among other measures, order the unlawful situation to be remedied, prohibit the continuation of the unlawful conduct, require the Service Provider to rectify the identified deficiencies within a specified deadline, or impose a consumer protection fine.
4. Procedure of the Service Provider in the Event of Repeated Complaints
If the User submits a complaint that is identical in content to a complaint previously answered on its merits and contains no new information, the Service Provider may refrain from investigating it. The Service Provider may also refrain from investigating complaints submitted by unidentifiable persons.
5. Compliance with the Written Form Requirement
The Service Provider may fulfil its written complaint-handling obligations by letter, fax or electronic means, provided that the method used allows the permanent storage of data and its reproduction in an unchanged form.
XI. Other Provisions and Information
1. The Service Provider informs the User that
a. the annual availability of the servers supporting its data processing exceeds 99.9%. Regular backups are made to protect the data, allowing the original content to be restored in the event of data loss,
b. the stored information is held in MSSQL and MySQL databases, and sensitive data is protected by strong encryption, for which we use hardware encryption solutions integrated into the processor.
2. The Service Provider informs the User that the Sellvio review system operates on the Website.
a. The review system evaluates not the individual products, but the operation of the webshop itself, exclusively on the basis of reviews from actual Users.
b. The following technical security measures are applied during the review process:
i. The option to submit a review is activated exclusively after a purchase. The system operates independently of the Website, and reviews are stored by Sellvio (ErdSoft Kft.: company registration number: 06-09-030198, registered office: 6720 Szeged, Kígyó utca 4.).
ii. Reviews may only be submitted following a purchase, based on an invitation sent to the email address provided.
iii. It is important to note that neither ratings nor reviews can be deleted – both positive and negative feedback are displayed, ensuring that the system provides an authentic picture of the webshop's operation.