QES TERMS

Clear rules before ordering.

Effective 13 October 2026. Standard remote services can be ordered and prepaid online. Other cases remain free enquiries until the complete offer is accepted.

1. Operator and scope

QES is operated by Aleksander Wiśniewski - Best Solutions, NIP 5811873121, REGON 380210510, ul. Kaszubska 26/3, 84-200 Wejherowo. Contact: biuro@qes.solutions, +48 789 819 057.

QES supports selection, preparation and activation of qualified signature or seal solutions, together with related assistance. Qualified trust services and certificates are issued by the relevant Certum / Asseco Data Systems provider under its current rules.

The seller is a sole trader entered in Poland’s Central Register and Information on Economic Activity (CEIDG), maintained by the Minister of Finance and Economy, the minister responsible for the economy.

Sole trader entitled to consumer rights means a customer who is a natural person entering into a contract directly connected with their business activity, where the contract is not professional in character for that person, in particular having regard to the business activity disclosed in CEIDG.

1a. Additional support and the interest list

QES also offers e-Doręczenia setup assistance, CertumSign team setup and signature technical support. Each service specifies its scope, work limits and exclusions. QES support fees exclude Certum products and licences unless the offer expressly includes them.

When no appointments are currently available, you can register your interest free of charge and confirm your email. This is not a reservation or a paid order. If QES can accept the job, it sends an individual offer with the scope, appointment and total price. After accepting, you pay in advance using the available ING methods. Fulfilment is confirmed after payment. Joining the list or receiving an offer is not proof of payment. You can leave the list using the email link. Changes or cancellation of an existing order are arranged with QES, preserving the rights described in these terms.

Remote service may be available worldwide in Polish or English. Eligibility, verification requirements, timing and price are agreed individually. This does not guarantee certificate issuance or acceptance by every document recipient.

2. Activation service

“Activation” means the comprehensive service needed in a particular case to complete the process of obtaining and starting the selected solution. The work can vary by product, identity verification method, configuration and customer needs.

Subsequent, optional support after the process has been properly completed does not mean that the original service remains unperformed.

3. Price and order

Before placing a paid order, the customer receives the exact scope, variant, term, net and gross price, and all known mandatory costs. Non-standard, foreign, travel or delivery cases may require individual confirmation before payment.

4. Payment

Standard remote services can be ordered and prepaid through ING Pay, operated by ING Bank Śląski S.A., Katowice, Poland. Before submitting a paid order, the customer sees its scope, full price including VAT and terms. Payment methods shown by ING include BLIK, cards, online transfers, electronic wallets and eligible pay-later options. Instalments and pay-later availability depend on the order amount and the provider’s terms and approval. Financing is not guaranteed. Leasing is not offered. Payment status is based on provider confirmation, never merely the browser return. Order and payment confirmations are sent by email. Individually quoted cases remain free enquiries until the offer is accepted.

For an individually agreed offer, payment may also be by ordinary bank transfer after the scope and full amount have been confirmed and the customer has accepted the offer. An enquiry alone creates no payment obligation. The customer receives an individual payment reference and deadline. The seller confirms payment after the funds are credited to the account.

Advance bank transfer also applies to travel visits. Every customer may instead pay by card, BLIK, cash or bank transfer at the office. Cash is available only during an office visit. Public institutions, Polish public benefit organisations (OPP) and returning customers may request payment after service. Entity details or previous cooperation must be checked, and the operator must individually approve payment terms and the deadline before accepting the order. Neither a declaration nor a register match automatically grants deferred payment.

5. Starting the service and withdrawal

For distance contracts, consumers generally have 14 days to withdraw without giving a reason, counted from conclusion for a service and receipt for goods. Send your statement to the operator’s email or postal address above; no special form is required. The relevant statutory rights also apply to a sole trader entitled to consumer rights to the extent required by applicable law. Product-specific details and conditions are supplied with the offer before concluding the contract.

Any payment due for refund is returned without undue delay and within 14 days of receiving the withdrawal statement, using the original payment method unless the customer expressly agrees to another method without extra cost. For returned goods, the refund may be withheld until the goods or proof of return are received, whichever comes first.

The right to withdraw from a fully performed service may expire only when statutory conditions are met, including prior express consent and notice of the loss of that right. A consumer may be asked to expressly request early performance before the statutory withdrawal period expires and acknowledge the consequences of full performance. If withdrawal takes place after a valid start but before full performance, the part already performed is settled in accordance with applicable law.

6. Certificate issuance

Certificates are issued under the trust service provider’s requirements. Issuance alone does not automatically exclude statutory consumer rights. Applicable rules for services and for a physical card and reader are considered separately.

Cancellation provisions do not limit customer rights in cases of non-conformity with the contract, incorrect performance, defects or other circumstances where the law grants remedies.

7. Physical goods, delivery and return cost

Delivery of a new card-based signature or seal kit costs PLN 0 — it is included in the package price. We deliver to your chosen address in Poland or an InPost parcel locker. We do not ship kits abroad. Cloud signatures and seals, signature renewal and activation of a product you already own require no physical shipment; the delivery cost is PLN 0. Rules for physical goods apply separately from those for the certification service.

After a valid withdrawal, goods must be returned to the operator’s address within 14 days. The seller bears the direct cost of standard return shipping under the statutory right of withdrawal. To arrange a free return, the customer should contact QES at biuro@qes.solutions before sending the goods; the seller will provide a return label, arrange collection or agree another return method. Costs of a justified complaint are also borne by the seller. The price refund includes the cheapest standard delivery offered at purchase.

8. Complaints

The seller is responsible to consumers and sole traders entitled to consumer rights for lack of conformity of goods under the Polish Consumer Rights Act. For goods, this responsibility covers lack of conformity revealed within two years of delivery, subject to statutory exceptions.

Where goods do not conform to the contract, the customer may first request repair or replacement. In cases provided by law, the customer may also request a price reduction or withdraw from the contract. The seller bears the costs of repair, replacement, postage, transport and collection of goods subject to a complaint.

A complaint may be submitted in any form, in particular by email to biuro@qes.solutions or in writing to ul. Kaszubska 26/3, 84-200 Wejherowo. No special form is required. It is sufficient to identify the order, describe the problem and state the requested remedy. Proof of purchase can help us handle the complaint, but a complaint is not conditional solely on having a receipt.

Under this procedure, we commit to responding to a complaint from a consumer or a sole trader entitled to consumer rights within 14 days of receipt. We do not require information unnecessary for handling the complaint. Do not send PIN/PUK codes, passwords or private keys.

For complaints concerning a service, digital content or a digital service, the rules appropriate to that type of performance apply. The status of a sole trader entitled to consumer rights is respected to the extent required by applicable law.

A short practical summary is also available on the Complaints and returns page.

9. Final provisions

Matters not covered here are governed by applicable Polish and European law. Consumers may use available out-of-court dispute resolution methods under the applicable rules.