Complaints Procedure

Effective: 01.04.2026 | Last updated: 05.04.2026

This Complaints Procedure forms an integral part of the Terms of Service.

The Client has the opportunity to familiarize themselves with the Complaints Procedure of the Provider before entering into a contract. The Provider has duly and timely informed the Client of their rights related to service complaints, as well as claims arising from liability for service defects, in accordance with Section 621 and Section 624 of the Slovak Civil Code (Act No. 40/1964 Coll.).

The Client has the right to file a complaint about the provided service if:

• The report was not delivered within the agreed timeframe (24 hours)
• The report is unreadable or technically damaged
• The report does not reflect the data provided by the Client

The Provider is responsible for defects in the services it provides. The Client must notify the Provider of service defects in writing without undue delay. For the purposes of complaints, a repeatedly occurring removable defect is considered to be the occurrence of a single removable defect more than twice. A larger number of different removable defects is considered to be the simultaneous occurrence of more than three different removable defects.

The Client is required to include all relevant information in the complaint, in particular a precise description of the type and extent of the service defect, the date of discovery, and a description of the defect being complained about. In addition, the Client must specify which claim arising from liability for service defects they are asserting in the complaint procedure. The complaint procedure begins only upon proper fulfillment of the conditions set out in this section.

If the service defect can be remedied, the Client has the right to have the defect corrected free of charge, in a timely manner, and properly. The Provider is obligated to remedy the defect without undue delay.

If the service defect cannot be remedied and prevents proper provision of the service, the Client has the right to withdraw from the contract. The same rights apply to the Client in the case of removable defects, if the Client cannot properly use the service due to the repeated occurrence of the defect after repair or due to a larger number of defects.

If there is another irremovable defect that does not prevent proper provision of the service, the Client has the right to a reasonable discount from the contract price.

Based on the Client's decision as to which of their rights under Section 622 and Section 624 of the Slovak Civil Code they assert in the complaint procedure, the Provider shall determine the method of handling the complaint. After determining the method of handling the complaint, the Provider or a person designated by them shall handle the complaint immediately; in justified cases, the complaint may also be handled later. However, handling the complaint must not take longer than 30 days from the date of proper submission, unless a longer period is justified by an objective reason beyond the Provider's control.

The Client's right to assert claims arising from liability for defects is, after the Client has exercised their right and requested the Provider to remedy a properly filed complaint, consumed, and regardless of the outcome of the complaint, any subsequent re-filing of a complaint for the same unique defect (not a defect of the same type) will be rejected.

The Provider is obligated to issue a written document (by email) to the Client regarding the method of determining the complaint resolution and the resolution itself, no later than 30 days from the date of proper submission of the complaint.

If the Provider refuses liability for defects, the reasons for refusal shall be communicated to the Client in writing.

If the Client is not satisfied with the way the Provider handled their complaint, or if they believe that the Provider has violated their legal rights, they have the option to contact the Provider with a request for remedy. If the Provider responds negatively to the request for remedy or does not respond within 30 days of its submission, the Client has the right to submit a proposal for alternative dispute resolution in accordance with Section 12 of the Slovak Alternative Consumer Dispute Resolution Act (Act No. 391/2015 Coll.). The relevant entity for alternative resolution of consumer disputes with the Provider is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), with registered office at Bajkalská 21/A, P.O. BOX 29, 827 99 Bratislava, www.soi.sk, or another relevant authorized legal entity listed in the register of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available at http://www.mhsr.sk). The Client has the right to choose which of the aforementioned alternative dispute resolution entities to contact. The Client may use the online dispute resolution platform available at http://ec.europa.eu/consumers/odr/ to submit a proposal for alternative resolution of their dispute.