1.Preamble
1.1The Return Policy Rules (hereinafter referred to as the “Return Policy Rules”) govern the procedure for making a complaint between the Customer as a final consumer, which is a legal person, who does not act within the scope of his business or other business activity when concluding and performing the Lease Agreement and the Business partners. These Return Policy Procedure governs the complaint procedure, in particular in accordance with the relevant provisions of the Civil Code, Consumer Protection Act, Consumer Protection Act in the sale of goods or services on the basis of a distance contract or contract concluded outside the Operator`s premises and other generally binding legal regulations of the Slovak Republic .
1.2 The Return Policy Procedure governs the complaint procedure for any Services in any form provided to the Customer by the Business Partner.
2. General Provisions
2.1 The Customer is obliged to inspect the subject of the lease at the latest upon signing the acceptance protocol (or the date of handing over the subject of the lease to the Business Partner to the Customer, if this is later) and to notify the Business Partner (e.g. in the acceptance protocol) all visible defects. The Business Partner shall not be liable for defects unless they have been notified to the Customer by the moment of the risk of damage transfer to the Customer, except for defects arising on the basis of so-called force majeure or due to the Business Partner.
2.2 Furthermore, the Business Partner is not responsible for defects in the service:
- of which the Customer knew at the time of the Lease Agreement, or having regard to the circumstances he must have been aware of in which the Lease Agreement was concluded; except for defects, concerning the characteristics of the service provided which already had or defects intended to be under the Lease Agreement,
- caused by Customer's behaviour,
- provided to Customer at a discount granted due to the existence of these defects,
- which were caused by a third party without Customer's cooperation.
2.3 If the Service provided by the Business Partner has a defect that can be remedied, the Customer has the right to have this defect removed free of charge, in a timely and orderly manner. The Business Partner undertakes to remove this defect without undue delay from its notification by the Customer.
2.4 If it is a defect that cannot be remedied and that prevents the thing from being properly used as a defect-free item, the Customer has the right to change the subject of the lease or has the right to withdraw from the Lease Contract. The same rights belong to the Customer in the case of removable defects, but if the Customer cannot properly use the thing due to the repeated occurrence of the defect after repair or for a larger number of defects.
2.5 In the case of other irremovable defects, the Customer is entitled to a reasonable discount from the price of the provided Service.
3. Receiving Complaints
3.1 The Customer applies his / her right to complain by electronic means, in particular by sending an email to the Business Partner's address stated at the Reservation or via the claim form stated on the Business Partner's page.
3.2 The Customer is entitled to file a claim for the Business Partner services also in any Business Partner branch where acceptance of the claim is possible; whereas the Business Partner or an Employee authorized by the Business Partner to handle complaints (hereinafter referred to as “Authorized Employee”) is obliged to accept the claim.
3.3 The customer is obliged to provide the following information when making a claim
- identification of the Service Agreement to which the claim is related to,
- clear, complete and comprehensible identification of defects and shortcomings,
- the required method of claim (if the required method of handling the claim by the Customer is not in accordance with the Law, the Business Partner is not bound by it),
- Customer´s contact details to which he / she will be notified about the claim which is handled by the Business Partner.
3.4 The Customer's Business Partner is obliged to notify the Customer about receiving the claim by sending an informative email with the assigned claim number under which the claim can be identified. The notice of acceptance of the complaint contains in particular:
- identification of the Lease Contract to which the claim is related to,
- date of receipt of the claim by the Business Partner,
- indication of defects and shortcomings,
- the estimated time for handling the claim,
- contact details to Authorized Employee who is handling the claim.
4. Claim Handling
4.1 The business partner is obliged to handle the complaint without undue delay after its receipt. If due to the circumstances of the complaint, the nature of the defect or its complexity, the complaint cannot be settled immediately, the Business Partner is obliged to settle the complaint no later than thirty (30) calendar days from the day the complaint was received. This period does not include the time required for expert assessment of the defect in the provision of the service.
4.2 The business partner is obliged to handle the claim without undue delay after its receipt. If due to the circumstances of the claim, the nature of the defect or its complexity, the claim cannot be settled immediately, the Business Partner is obliged to settle the claim no later than thirty (30) calendar days from the day the claim was received. This period does not include the time required for expert assessment of the defect in the provision of the service.
4.3 If the Business Partner fails to settle the claim within the specified period, the Customer shall have the same rights as in the case of the existence of an irremovable defect.
4.4 In case of incomplete, respectively of an unintelligible claim, the Business Partner is entitled to call on the Customer to remedy the defects of the complaint within a reasonable period of time. If the Customer fails to correct the claim within the stipulated period, the Business Partner shall reject the claim.
4.5 The Business Partner shall reject the Customer's claim, after its qualified assessment, if it concludes that the complaint is unfounded or the complaint conditions are not met, in particular for the reasons stated in Art. II points 2.1 and 2.2 of the Complaints Procedure.
4.6 The Business Partner is obliged to inform the Customer of the result of the claim without undue delay by stating the reasons for which the claim was handled either by its acceptance, rejection or rejection. The business partner shall notify about the outcome of the claim by an informative email stating the claim number assigned to the claim upon receipt.
5. Final Provisions
5.1 The Business Partner reserves the right to change the provisions of the Claim Procedure.
5.2 The Claim Procedure is accessible at our Business partner´s website and at a visible place in the business partner's branches.