I. General provisions

1. This complaint procedure is issued in accordance with Act no. 40/1964 Coll. The Civil Code as amended (hereinafter referred to as the "Civil Code"), by Act No. 250/2007 Coll. on consumer protection as amended /hereinafter only "Consumer Protection Act"/, Act no. 102/2014 Coll. on consumer protection when selling goods or providing services on the basis of a contract concluded at a distance or a contract concluded outside the seller's premises as amended and Act no. 22/2004 Coll. on electronic commerce as amended.

2. Providers for the purposes of these Complaints Regulations shall mean:

Business name: Mavasto, s.r.o.
Registered office: Južná trieda 1575/48, 040 01 Košice - city district Juh ID number: 54 406 820 Entry: Business register of the District Court Košice I, section: Sro, insert number: 53494/VIDČ: 2121655415

Contact details of the Provider:
Email: [email protected] Number: +421 951 175 870

3. The provider is also the operator of the electronic system through which it operates the website and provides services on the domain named www.hladamchatu.sk (hereinafter also "Website"). Through the mentioned website, the Provider provides its services to Interested Parties.

4. The provider of the services offered through the website is the Provider.

5. An interested party is any person (natural person or legal entity) who has successfully registered on the Provider's website.

6. A consumer is a natural person who, when concluding a contract, does not act within the scope of his business activity.

7. Services are services that the Provider offers through the Internet site - this is the mediation of the conclusion of an accommodation contract according to § 754 et seq. Act No. 40/1964 Coll. between the accommodation provider and the Interested party as the customer, based on the advertisement of accommodation facilities owned by the accommodation providers.

8. The contract is understood as the Mediation Agreement, the subject of which is the mediation of the conclusion of the accommodation contract according to § 754 et seq. Act No. 40/1964 Coll. between the accommodation provider and the Interested party as the customer, based on the advertisement of accommodation facilities.

9. The complaints procedure regulates the rights and obligations of the interested party - consumer when exercising rights from service defects in the sense of the concluded contract for the provision of services, which was concluded remotely with the Provider through the Provider's website www.hladamchatu.sk.

II. Links

1. This Complaints Policy forms part of the General Terms and Conditions published on the Provider's website.

III. The Provider's responsibility for service defects

1. The provider is obliged to provide services in accordance with the concluded service provision contract (hereinafter also referred to as the "contract").

IV. Procedure for exercising rights from liability for defects (Complaint)

1. The warranty period is 24 months and starts from the day the service is provided.

2. The customer is entitled to file a claim for:

a) Scope of the provided service

b) Quality of service provision

c) Correctness of service provision

d) Timeliness of service provision

e) Correctness of the price for the service

f) Other defects in the service provided

3. The customer is entitled to file a complaint by delivering the complaint to the address of the Provider: Mavasto, s.r.o., with registered office Južná trieda 1575/48, 040 01 Košice – city district Juh or by email to the address: [email protected]. The customer can exercise the right to file a claim also in person at the Provider's headquarters.

4. When making a complaint, the Customer fills out the complaint protocol, which is made available to the Customer on the Provider's website, or notifies the Provider of the complaint about the offered service in another way. When making a complaint, the Customer provides his/her identification and contact details (name, surname, address, email, telephone number) and describes the defect in the service provided. When making a complaint, the Customer shall also indicate which of the liability claims for defects he is applying. In the case of a complaint using a complaint protocol or another document containing a complaint (hereinafter also referred to as the "complaint protocol"), the Customer will send the complaint protocol to the Provider in accordance with point 2 or hand it over to the Provider when the complaint is made in person.

5. After receipt of the complaint protocol or the personal application of the complaint by the Provider, the Customer will be issued with a confirmation of the application of the complaint immediately; if this is prevented by serious circumstances, without undue delay, but at the latest together with a document on the processing of the complaint.

6. If the Customer makes a complaint, the Provider or an employee authorized by him or a designated person is obliged to inform the Customer of his rights according to general regulations; on the basis of the Customer's decision, which of these rights the Customer exercises, the Provider is obliged to determine the method of handling the complaint immediately, in complex cases no later than 3 working days from the day of the complaint, in justified cases, no later than 30 days from the day of the complaint. After determining the method of processing the claim, the claim is processed immediately, in justified cases, the claim can be processed later; however, processing of the claim may not take longer than 30 days from the date of application of the claim. After the expiration of the deadline for processing the complaint, the Customer has the right to withdraw from the contract or has the right to provide a substitute service.

7. The customer has the right to reimbursement of necessary costs (especially the postage paid when sending the complaint order) incurred in connection with the exercise of legitimate rights from liability for service defects.

8. The Provider is obliged to inform the Customer about the processing of the claim and the method of processing it, in a suitable and demonstrable form /in writing/, no later than 30 days from the date of application of the claim. The provider is obliged to issue a written document about the handling of the claim, no later than 30 days from the date of application of the claim.

9. Completion of the complaint procedure /complaint/ is considered to be its completion. Completion of the complaint is understood as the end of the complaint procedure by refunding the price for the service, paying a discount from the price for the service by providing a replacement service, or its justified rejection.

V. Rights of the Customer when exercising rights from liability for defects

1. If it is a defect that can be removed, the Customer has the right to have it removed free of charge, on time and properly. The provider is obliged to remove the defect without undue delay. The customer can request a replacement service instead of removing the defect.

2. If it is a defect that cannot be removed, the Customer has the right to provide a substitute service, to a discount on the price for the service, or to withdraw from the contract and demand a refund. The same rights belong to the Customer if the defects can be removed, but if the Customer cannot properly use the provided service due to the reoccurrence of the defect or due to a larger number of defects.

VI. Final provisions

1. This complaint procedure is valid and effective at the moment of its publication on the Provider's website on July 1, 2022.