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 from 7 July 2026 · replaces the version of 1 April 2026
This Complaints Procedure forms an integral part of the Terms of Service and applies to the paid services supplied to business customers (B2B). Liability for defects is governed by the relevant provisions of the Commercial Code.
The Client can read the Provider's Complaints Procedure before the contract is concluded, and in any event whenever an order is placed.
The Client may complain about the service supplied where:
- the report was not delivered within the agreed period;
- the report is illegible or technically damaged;
- the report does not reflect the data the Client supplied.
The Provider is liable for defects in the services it supplies. The Client must raise a defect with the Provider in writing and without undue delay, stating the nature and extent of the defect, the date it was discovered, a description of the defect complained of, and the remedy being claimed. The complaints procedure begins once those conditions have been properly met.
Where a defect can be remedied, the Client is entitled to have it remedied free of charge and in good time, and the Provider will do so without undue delay. Where a defect cannot be remedied and prevents the service from being properly supplied, the Client is entitled to rescind the contract with retroactive effect; the same right applies where the Client cannot properly use the service because the defect has recurred after repair or because of a greater number of defects. For any other defect that cannot be remedied but does not prevent proper use, the Client is entitled to a reasonable reduction in price.
The Provider will give the Client written confirmation, by email, of how the complaint has been dealt with, no later than 30 days from the date the complaint was properly raised. If the Provider rejects liability for the defect, it will give the Client its reasons in writing.
(Because the service is supplied to business customers only, the provisions on the alternative resolution of consumer disputes and on the consumer's right of withdrawal do not apply.)