Translation Notice: This English translation was produced with the assistance of artificial intelligence (LLM) and is provided for informational purposes only. In the event of any discrepancy between the English and Slovak versions, the Slovak version shall prevail. The relationship is governed by the law of the Slovak Republic.
The legally binding version is available at: /sk/legal/complaints
Effective: 07.07.2026 · replaces the version of 01.04.2026
The Complaints Procedure forms an integral part of the Terms of Service and applies to paid services provided to business entities (B2B). Liability for defects is governed by the relevant provisions of the Commercial Code.
The Client may familiarise themselves with the Complaints Procedure before entering into a contract, including when placing an order.
The Client may complain about the service if: the report was not delivered within the agreed period; the report is illegible or technically damaged; the report does not reflect the data provided by the Client.
The Provider is liable for defects in its services. Defects must be claimed in writing without undue delay, specifying the type and extent of the defect, the date of discovery, a description, and the claimed remedy. The complaint procedure begins upon proper fulfilment of these conditions.
For a removable defect, the Client is entitled to its free and timely removal without undue delay. For an irremovable defect preventing proper provision of the service, the Client may withdraw from the contract; the same applies where the Client cannot properly use the service due to recurrence after repair or a greater number of defects. For another irremovable defect not preventing proper use, the Client is entitled to a reasonable discount.
The Provider issues a written document (by email) on the handling of the complaint within 30 days of proper submission. If the Provider rejects liability, it notifies the Client of the reasons in writing.
(As the service is provided exclusively to business entities, provisions on alternative dispute resolution for consumer disputes and on a consumer's right of withdrawal do not apply.)