• The Client places an order in writing by means of electronic mail. A quote drawn up by a Books Line sales representative must be enclosed with the order.
• For an order to be completed, Books Line must confirm that the order is accepted for completion. Books Line confirms receipt of the order in writing by means of electronic mail (confirmation of price/lead time/delivery terms).
• Only orders containing all the necessary information will be accepted by Books Line for completion.
• Books Line reports any possible discrepancies between the order and the service offering, and it does not accept orders for completion that are inconsistent with the service offering.

• The Client submits the set of materials for printing in electronic format.
• The way in which files are to be prepared is set out in the document: “ Guidelines for preparing materials for digital printing”.
• The Client sends the files via the Internet. The Dropbox platform or the WeTransfer site may be used to do that. Once the files for printing are submitted, a confirmation will be obtained from a Books Line Service representative that they have been received.
• In the event that errors falling within the scope of a verification in accordance with the document referred to in §3. item 2 are detected, Books Line will imminently notify the Client thereof by means of electronic mail in order to determine how the errors detected can be eliminated and to set new terms for completion of the order.

• In the event of a delay, Books Line may notify the Client thereof on the day of the planned completion of the order at the latest.
• Books Line does not guarantee fixed lead times for specific types of services. This depends on the current workload.
• Books Line is not responsible for delays in order completions that occur due to reasons outside of its control.

• Books Line supplies the ordered goods using own means of transport or through couriers.
• Books Line is not responsible for delays in delivery that occur due to reasons attributable to courier companies.
• The Client is obliged to check the delivery for possible visible damage to the packaging before signing the delivery confirmation form.
• In the event that damage to the packaging is detected, the Client is obliged to fill in the parcel damage report and prepare photographic documentation in the presence of the courier.
• Complaints will not be processed without a filled-in parcel damage report.

• Payment terms are agreed on a project-by-project basis and will be confirmed prior to production.
• Depending on the nature and scale of the order, full or partial payment may be required in advance. For ongoing clients and established relationships, alternative terms may be considered.
• Production will begin once payment terms have been agreed and any required payments have been received.
• All terms will be clearly outlined within individual order confirmations.

Marketing, Samples, and Internal Use

Books Line may retain a limited number of finished products for internal purposes, including quality control, samples, and marketing, unless the Client explicitly opts out in writing at the time of placing the order.

The Rosie Foundation – Surplus Books

Unless otherwise instructed in writing by the Client, Books Line may allocate unused or excess copies from an order for donation through The Rosie Foundation after a period of 3 months from order dispatch.

Eligible books may include:

• Excess copies from print runs
• Unused inventory following project completion
• Stock no longer required after the defined holding period

All redistribution is carried out strictly for educational and non-commercial purposes.

Customer Rights

The Customer may opt out of either marketing use or donation at any time prior to production or redistribution by providing written notice.

Allocation and Distribution

Books Line reserves the right to determine the most appropriate use and destination of retained or donated materials, based on relevance, condition, and logistical considerations. Complaints changed to Clause 8

• Complaints must be submitted in writing (electronic mail). A photo showing the defect or a proof must be enclosed with the documentation along with a detailed description.
• Quantitative complaints must be submitted within a maximum of 7 days from the date of delivery of the order, while a time limit of a maximum of 30 days from the date of delivery of the order applies to qualitative complaints.
• Return of the defective goods takes place at the expense of the Printing House, with the goods being collected from the place to which they were delivered. The defective goods must be returned in order for a complaint to be processed and found valid.
• The validity of a complaint will be considered within 7 working days, calculated from the date of the complaint being made or return of the print run.
• The terms in respect of submitting and processing complaints are set out under the document: “Basic quality standards”.
• Complaints in respect of damage to products must be submitted within a maximum of 7 days from delivery of the order.
• In addition, complaints will be processed based on a damage report completed in the presence of the courier/person delivering the package.