Kulanz

Kulanz is a discretionary act of goodwill by a seller or service provider, offered voluntarily to a customer beyond what is legally required or contractually binding. It is not an entitlement or a right, but a policy or decision that a company makes to preserve customer relations, resolve complaints, or maintain its reputation.

Kulanz differs from statutory rights such as Gewährleistung (statutory warranty) or manufacturer warranties. While Gewährleistung defines minimum legal remedies for defects, Kulanz goes beyond those obligations and is not legally enforceable. A company may rescind or extend its obligations through Kulanz, but it is entirely dependent on the business’s internal policies, current circumstances, and the judgment of management.

Common forms of Kulanz include refunds for a product outside the standard return period, free repairs or replacements, discounts on future purchases, or waiving fees for services. It is frequently used in retail, electronics, automotive, hospitality, and travel sectors, where maintaining goodwill can be more cost-effective than enforcing strict policy.

Decisions about Kulanz are influenced by factors such as the customer relationship, the severity of the issue, the cost to the company, and potential impact on future business. While it can enhance customer satisfaction and loyalty, it can also create expectations if perceived as a standard practice. Some companies document Kulanz policies to ensure consistent application and to avoid ad hoc or discriminatory decisions.

In practice, Kulanz is a voluntary courtesy that complements formal rights and warranties. It reflects a commitment to customer service and can help resolve disputes amicably, even as it remains at the discretion of the provider.