Terms and Conditions


Valid from 1 November 2017

General Terms and Conditions of the Communication Wellness Online Store (, owned by The Rakmo Institute, has been compiled in accordance with the Consumer Protection Act (ZVPot), the Personal Data Protection Act (ZVOP-1) and the Law on Electronic Communications (ZEKom-1 ).
The online store Communication Wellness (hereinafter as “store”) is managed by The Rakmo Institute, Parmova 53, 1000 Ljubljana, Slovenia, registration number: 1893165, VAT number: 57202761, which is also a provider of e-business services (hereinafter referred to as “seller” or “The Rakmo Institute”).

General Terms and Conditions dictate the process of functioning and trade of the Communication-Wellness online store, determine the rights and obligations of the buyer, visitor, user, guest and member and the trade (hereinafter referred to as “customer”), and regulate the business relationship between the seller (or the shop’s manager) and the customer.
They also regulate individual purchase rules at the pick-up points of The Rakmo Institute.
Customer is bound by the General Terms and Conditions which valid at the time of the purchase (from the moment when order is delivered).
At the time of the award of the contract, the user is warned about the general conditions of business every time and confirms his acquaintance with the award of the contract.

By visiting us, using our service or purcahaising from it, you as a customer are entering into a binding contract with our company. Your agreement with us includes these General Terms and Conditions (“Terms”) and our Privacy Policy (together where applicable, the “Agreements”). If you don’t agree with these Terms, then please don’t use our service.

1. Registration

In order to make a purcahase , registration is desirable but not mandatory. Registration is required only for membership. The entered data will be protected in accordance with the Consumer Protection Act (ZVPot) and will not be used for any other purpose, except for the processing of the customer’s orders!
A one-time entry into the online store by e-mail makes you our guest, while a confirmed registration, makes you a member of the Communication Wellness Online Store. Both the guest and the member acquire the right to purchase from Communication Wellness online store.
When registering into the online store as a member, a customer receives username and a password. User name is identical to the e-mail address of the customer. The user name and password unequivocally determine the member and link him to the information entered.
If the user wishes to change his/her e-mail address, the request must be sent to The change of the e-mail address will be made within two business days and will be notified to the user via e-mail.
The purchase of artifacts that you want to take over at the headquarters of The Rakmo Institute is also possible without registering onto the online store, namely via an order at, at the price published on the online store on the day the order was placed.

2. Accessibility of Information

The seller undertakes himself to provide the following information to the customer, before the customer is bound by the contract or offer:
– company information (name and base location of the company, registration number, VAT number),
– contact information that enables the user to quickly and effectively communicate (e-mail, phone number),
– the essential characteristics of the articles (including after-sales services and guarantees) and term of validity
– accessibility of articles (every item we offer on the site should be accessible within a reasonable time),
– terms of delivery (methods available, place and deadline of delivery),
– prices must be clearly and unequivocally set and shown, taxes, transport costs and other charges and term of
validity of this information must be provided before ordering.
– the method of payment and delivery options, term of validity of this information and of the offer
– the time limit within which it is possible to withdraw from the contract and the conditions for withdrawal
– an explanation of the complaint procedure, including information of the contact person or the customer service

3. Ordering and Purchase Notification Procedure

After placing an order an Order Confirmation notice will be sent to the customer e-mail adress, confirming that the order has been accepted. The seller reviews the order, checks the availability of the items ordered and confirms the order or rejects it if a justified reason exists.
Notice will be received by the same day or at latest within 24 hours on a first following business day after placing an order.
Purchase and Sale Agreement (PSA) between the seller and the customer is concluded at the moment when the Order Confirmation notice is send to the customer and it is binding on both of them.
From this moment, all prices and other conditions are fixed and apply to both the seller and the customer.
The seller considers a customer to be the person with data indicated in his Order Form. Changing customer data after placing an order is not possible.
Once a PSA is concluded, it is stored at the headquarters of The Rakmo Institute.

Any cancellation of orders can be made within 12 (twelve) hours after placing an order. Cancellation Notice must be sent to If the Cancelation Notice is not send within the agreed time period, it means that the Purchase and Sale Agreement between the customer and the seller and for the products ordered is irrevocably concluded. Within 1-3 business days after placing an order and Order Confirmation notice is received the seller packages and dispatches the products, that have been ordered.
According to the official delivery deadline of our contractual partner (1-2 business days), the customer usually receives the products ordered within 2 to 5 business days after the submission of the order.

4. Payment: Payment Methods and Invoicing

We offer the following payment options:
a) direct transfer (direct transfer to the business account of The Rakmo Institute)**
b) via PayPal **
c) cash on delivery
d) cash on hand (only possible in case of personal takeover at the head office of The Rakmo Institute)
** The products are shipped as soon as the payment is visible on our business account

If choosing a credit card payment, in case of order cancelation or changing your payment method, please inform us at for a refund.

When items are shipped, an invoice in pdf format is send to the customers e-mail address.
In case of personal takeover at the head office of The Rakmo Institute, customer receives a printed invoice for the products purchased.
An invoice contains the prices of an individual product and all costs related to the purchase, such as shipping costs and VAT (where applicable). Also the Notice of The Righ of Withdrawal is attached. Customer is obliged to verify for the correctness of indicated personal data before PSA is concluded. Later claims raised regarding the regularity of issued invoices are not taken into account.

Additional Terms and Conditions if choosing a Credit Card Payment Method:

– the payer (data in the user’s account) must be the same person or organization as the owner of the credit card,
– after receiving an Order Confirmation notice, it is not possible to change the order or any other data, with the
exception of seller’s approval.

5. Shipping

Shipping costs depend on the amount of order and location of delivery. An insight into the shipping and delivery costs is enabled to the customer before confirming the order. Later claims raised regarding the regularity of shipping costs are not taken into account.
To avoid shipping costs personal pick-up of products ordered is possible at the headquarters of The Rakmo Institute, every business day from 8 am to 12 pm, by prior arrangement. Place of personal acquisition: Zavod Rakmo, Parmova ul. 53, Ljubljana, Slovenia.

The seller is obligated to notify the customer (via e-mail) about the up-to-date information regarding the supply and delivery of items purchased. In case of an unexpected long-time delivery period, the customer has the right to request a change in or cancel his order. Request must be sent to, and the seller is obligated to remove choosen products from the order, change or cancel the order and make a refund if needed.

6. Prices

Prices of each product are final, including VAT (where applicable), shipping and delivery costs are not included. Prices valid from the time order is placed and are final to the customer. Prices apply in the case of payment with the above mentioned payment methods, and are subjected to the above conditions.

Shipping and delivery costs are not included in the price of each product. An insight into the shipping and delivery costs is enabled to the customer prior to the confirmation of the order. Once an order is confirmed, the customer is obliged to pay the products ordered and the costs of shipping and delivery.

Despite the extraordinary effort to provide the most up-to-date and accurate data, it may be that the price information is incorrect. In this case, or in the event that the price of the item changes during the processing of the order, the seller will allow the customer to withdraw from the purchase. Discounts, promotional codes, etc. as a rule they do not add up.

7. Legal Entities

The purchase procedure for legal entities is the same as for everybody else and are subject to the General Terms and Conditions of the Communication Wellness Online Store. But you must select billing option for company (legal entities) and provide us all the information needed. If you want to send you an invoice addressed to your company, you accept terms that apply to businesses. The main difference is in the possibility of withdrawal from the contract: we allow companies, sole traders and other legal entities to return the items delivered under the warranty conditions. Legal entities do not have the right of withdrawing from the contract within 14 days after accepting the product ordered without a reason, as is the case for consumers (natural persons).
Refunds for legal entities are not possible, except under enforcement of the warranty conditions as are written bellow.

8. Return and Replacement Policy and the Right to Withdraw

Customer has the right to withdraw from the contract within 14 days from the date of the receipt of the product, without having to state the reason for his decision. Customer needs to notify his decision to the seller in writing to seller e-mail address In the event of withdrawal, the costumer is obliged to return the received items to the seller within 30 days from the notice of withdrawal, by mail to the seller’s address: Zavod Rakmo, Parmova 53, 1000 Ljubljana, Slovenia. The product must be returned to the seller undamaged and unchanged, unless the article is destroyed, defective, lost, or its quantity decreased, without the costumer being guilty of that. A copy of the invoice that the customer received at delivery, must be attached. Customer has the right to review and test the products purchased to the extent necessary for the determination of the actual situation. Customer is responsible for reducing the value of the product if the reduction is a consequence of the behavior that is not strictly necessary to determine the nature, characteristics and operation of the product.
When returning the products in case of the Right to Withdraw, the customer is obliged to bear all the shipping costs incurred. The seller does not accept ransom shipments. Refund will be made in the shortest possible time, and at the latest within thirty (30) days after the seller receives returned products.
In case that the product returned by customer is visibly used or damaged, the seller has the right to refuse the refund.
The refund is payed to the costumer’s transaction account, unless the costumer wants to use a different means of payment and under the circumstances that that does not add additional costs to the customer.
In case of purchasing products that are available only as a set, the customer has The Right to Withdraw from the purchase and demand a refund for the whole set. In case if a single or more products in set are damaged or missing the customer has the right to replace the individual product or the whole set. In that case all additional shipping costs are borne by the seller.
Refund is not possible for individual product in set.
The Right to Withdraw is not possible and does not valid in case of purchasing downloadable products.

9. Reclamations

Customer has the right to request reclamation of the products purchased, if the product does not have the features explicitly promised by the seller, or if the customer did not receive the product ordered (the products are wrong), if the quantity of the products received is wrong or if received items deviate from the customers order in any other way. Customer has the right to request reclamation of the products purchased, if the package received is physically damaged, missing the contents or shows signs of opening.
Reclamation is possible within 14 days since the products were received and the customer has the right to demand an immediate replacement for the same, impeccable item, or a refund.
Customer needs to notify the seller about the complaint and a reclamation request in writing to seller e-mail address
In the event of a product reclamation, the customer has the right to refund or replacement of the products he purchased. In both cases, the customer must return the wrong products to the seller by mail to The Rakmo Institute, Parmova 53, 1000 Ljubljana, Slovenia within 30 days since the complaint notice was sent.
All the additionall costs, i.e. the costs of a possible refund of the purchase and re-sending of new products are fully borne by the seller. In the implementation of complaints, we are operating in accordance with the Consumer Protection Act (ZVPot).

10. Communication

The seller will contact the customer via means of distance communications, unless explicitly opposed by this by the customer.
Advertising emails will contain ingredients that will be clearly and unequivocally labeled as advertising messages, the sender will be clearly indicated, actions, special discounts and other marketing techniques will be clearly marked as such with clearly defined terms of participation in them, a clear demonstration of how to unsubscribe from receiving advertising messages. Customer’s desire not to receive advertising messages will be explicitly respected by the seller.

11. User reviews and comments

Reviews and comments by visitors, users and customers of on the website are not enabled. Reviews, compliments and complaints can be sent to the e-mail address
The Rakmo Institute reserves the right to publish any opinions, reviews, compliments and complaints publicly in all electronic and other media of The Rakmo Institute, and the user explicitly agrees with the conditions of use and allows the seller to publish it. The seller will not publish opinions or contributions that are in any way offensive, obscene, or, in the opinion of the seller, do not bear the benefit of other users and visitors. The seller has the right to use the content in unlimited time and for any purpose that is in the commercial interest of the seller, including the publication in advertisements or other marketing communications.
At the same time, the author of the opinion or review declares and ensures that he owns material and moral rights for written opinions and comments, and that these rights are transferred to the seller in a non-exclusive and time-bound manner.

12. Liability

The seller is making every effort to ensure the up-to-date and correctness of the information published on its website. Nevertheless, the characteristics of the products or the price may change so quickly that the provider fails to correct the information on the web page immediately. In such a case, the seller will inform the customer of the changes and allow him to withdraw from the order or to replace the products he ordered.
Although the seller is trying to provide accurate photographs of products, all photographs should be taken as symbolic. Photos do not provide product features.

13. Complaints and Disputes

The customer can notify his complaint to the seller via e-mail to
The seller respects the applicable consumer protection legislation (ZVPot). The seller is struggling to fulfill his duty to establish an effective complaints handling system.
Within five (5) business days, the seller will confirm to the customer that he has received the complaint, and inform the customer for how long he will deal with it and inform him about the progress of the procedure.
The seller is aware that the essential characteristic of the consumer dispute, at least in terms of judicial resolution, is the disproportion between the economic value of the claim and the costs arising in the resolution of the dispute itself. This is also the main obstacle for the customer not to initiate a dispute on court. Therefore, the seller strives to do his best to resolve any dispute by mutual consent.

14. Personal Data Protection

The Rakmo Institute, which manages the Communication-Wellness online store (, advocates the legal use of personal data in its business. In accordance with the Personal Data Protection Act, the company is committed to the permanent protection of all personal data of online shop users and customers.
The Rakmo Institute collects and stores the following user data for an indefinite period of time for the needs of the online store
name and surname
E-mail address,
primary address and delivery addresses,
country of residence,
password in encrypted form,
time and date of registration,
archive of communication with The Rakmo Institute,
other information that user enters when registering onto the online store.

All personal data are used exclusively for the purpose of fulfilling the order (sending information material, offers, invoices) and other needed communication with the customer. In no case shall the user’s information be handed over to unauthorized persons.
We are not held responsible for the accuracy of the information entered by the user when registering onto the online store.
The Rakmo Institute uses the appropriate technological and organizational means to protect the transmission and storage of personal data and payments. For security purposes, IP addresses of users who access and use the online store are also collected.
Exceptional disclosure of personal information:
Data collected and processed by The Rakmo Institute will only be disclosed if so provided by the law on personal data protection, or in good faith provided that such action is necessary for proceedings before courts or other state authorities.

15. The seller or provider / manager of online store

The Rakmo Institute
Parmova 53, 1000 Ljubljana, Slovenia
Phone number: 040 731 431 / 01 436 41 17

Basic data:
Registration number: 1893165
VAT: 57202761
Bank account (IBAN): SI56 6100 0000 7509 214 (Bank name: Delavska hranilnica d.d.)
Headquarters: Parmova 53, 1000 Ljubljana, Slovenia
Registered in the court register at the District Court in Ljubljana on the day of February the 5th 2004.

Ljubljana, on November 1, 2017

Marko Iršič

About the book


“We, as a human race, have neither developed a knowledge base nor culture to successfully manage conflict.”

It is well observed and documented that negative conflict has detrimental effects on relationships, psychological and physiological health, quality of performance, motivation and efficiency, as well as wellbeing in general.

Despite this general recognition of the impact of conflict, we as a human race have neither developed a knowledge base nor culture to successfully manage conflict. The most common responses to conflict are ending communication and ignoring conflict or even violence, which in turn only makes conflict worse. On top of that, the common perception of the source of conflict is that it is the other person’s fault; that he or she is mean, crazy, egotistical, etc.
Even less than knowledge of how to deal with conflict, have people developed the knowledge base and culture for communication wellness and standards for quality communication. There are many programs, books, training courses, etc., dealing with these issues, but neither organizations nor society in general have adopted the culture of communication wellness.

This does not mean that human beings in general do not appreciate the experience of high-quality communication, but we do not have appropriate tools nor understanding of communication dynamics nor general awareness or standards of a high level of communication nor mechanisms for its reparation when it deteriorates.

This book proposes a new approach to perceiving, assessing, managing and repairing the quality of communication and offers some practical tools.