Complaints Procedure

Company

Business name: NVZ s. r. o.
Registered office: Palárikova 2311/6, 052 01 Spišská Nová Ves
Company ID (IČO): 57013659
Tax ID (DIČ): 2122535294
VAT ID (IČ DPH): —
Registration: Commercial Register of the Municipal Court Košice (Obchodný register Mestského súdu Košice), Insert No. 62596/V, Section: Sro
Acting through its managing director: Mgr. Dávid Kokavec

(hereinafter the "Service Provider")

in accordance with the provisions of Act No. 40/1964 Coll., the Civil Code (zákon č. 40/1964 Zb. Občiansky zákonník), as amended (hereinafter the "Civil Code"), and Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts (zákon č. 108/2024 Z. z.), as amended (hereinafter the "Consumer Protection Act"), as well as in accordance with other generally binding legal regulations, issues this complaints procedure with information on the alternative resolution of consumer disputes (hereinafter the "Complaints Procedure"):

Complaints Procedure

The Complaints Procedure applies exclusively to a Client who is a consumer. A Client – consumer is a natural person who, in connection with a consumer contract, does not act within the scope of their business activity. A consumer contract is any contract, regardless of its legal form, concluded between the Service Provider acting in the legal capacity of a trader and the Client – consumer. A trader is a person who, in connection with a consumer contract, an obligation arising therefrom, or a commercial practice, acts within the scope of their business activity or profession, including through another person acting in their name or on their behalf.

The Client – consumer has the right to assert claims arising from defects in the service with the Service Provider by way of a complaint. The Client must do so without undue delay after discovering such a defect, otherwise their right shall lapse. A complaint does not include a grievance of the Client – consumer relating to the non-performance or defective performance of obligations of a third party, a suggestion for improving the services of the Service Provider, or any other request whose subject matter is not the services of the Service Provider.

If the Client – consumer decides to assert defects in the provided service, they may do so by sending an unambiguous, written expression of will (a complaint) from which it is evident that they intend to point out a defect in the service. A complaint may be lodged by sending it in paper form to the address of the registered office of the Service Provider or by sending it to the e-mail address: nehnutelnostivzahranici@gmail.com. The written form is preserved if the complaint is made by electronic means (e.g. by e-mail) that allow the content of the complaint to be recorded and the person who made the complaint to be identified.

In the complaint, the Client – consumer shall provide information enabling the Service Provider to:
identify the Client – consumer,
identify the address to which information about the complaint and its handling may be sent,
identify the contractual relationship on the basis of which the service is provided and the service being complained about.

Therefore, the Client – consumer shall state in the complaint in particular:

(a) title, first name and surname,
(b) identification of the contractual relationship on the basis of which the service being complained about was provided,
(c) the subject of the complaint – a description of the service being complained about and a detailed justification of the complaint,
(d) permanent residence and correspondence address, if different from the permanent residence,
(e) what is being sought, i.e. which right arising from Section 621 of the Civil Code is being asserted, and
(f) signature.

A complaint concerning a service is deemed made on the day of its delivery to the Service Provider. If the complaint does not contain all the information necessary for its proper handling, the Service Provider shall call upon the Client – consumer to supplement and/or deliver it. At the same time, the Service Provider shall advise the Client that if they fail to supply the missing information necessary for the proper handling of the complaint within a period that may not be shorter than seven days, the complaint shall be considered unjustified.

The Service Provider shall handle the complaint without undue delay after it has been delivered. After receipt of the complaint, the Service Provider is obliged to provide the Client – consumer with a written confirmation of the lodged complaint and of the period within which the defect in the service will be remedied, which may not exceed 30 days. If the complaint is not accepted, the Service Provider shall reject it in writing.

The Service Provider is entitled to reject a complaint if it was lodged by an unauthorized person, lodged late, lodged repeatedly in the same matter, is unfounded, or if court or other proceedings are pending or have been finally concluded in the matter. If the Service Provider rejects liability for defects in the service, it is obliged to notify the Client of this in writing, stating the reasons for the rejection. The Client – consumer will be notified of the outcome using one of the contact details provided, i.e. by post or by e-mail.

Information on alternative resolution of consumer disputes

Pursuant to Section 11(1) of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments to Certain Acts (zákon č. 391/2015 Z. z.; hereinafter the "Act on Alternative Resolution of Consumer Disputes"), the Client – consumer has the right to submit a request for redress if a dispute arises between the Client – consumer and the Service Provider from the assertion of rights under liability for defects, or if the Client believes that other rights have been violated by the conduct of the Service Provider.

If the Service Provider responds to the Client – consumer's request for redress in the negative or does not respond within 30 days from the date of its dispatch, the Client – consumer has the right to submit a petition to initiate alternative dispute resolution, which is submitted to the competent alternative dispute resolution entity. The option of bringing the matter before a court remains unaffected. The petition must meet the requirements set out in Section 12 of the Act on Alternative Resolution of Consumer Disputes. The alternative dispute resolution entity is: the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Department for International Relations and Alternative Resolution of Consumer Disputes, with its registered office at Bajkalská 21/A, p. p. 29, 827 99 Bratislava.

Further information is available on the website of the Slovak Trade Inspection at https://www.soi.sk/sk/alternativne-riesenie-spotrebitelskych-sporov.soi or on the website of the Ministry of Economy of the Slovak Republic at https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1

The Service Provider is entitled to amend this Complaints Procedure with information on the alternative resolution of consumer disputes in response to changes in generally binding legal regulations or in its business policy. The Complaints Procedure with information on the alternative resolution of consumer disputes is available on the Service Provider's website.

This Complaints Procedure fully replaces the previous Complaints Procedure and takes effect on 5 June 2025.

This translation is provided for information purposes only; the legally binding version is the Slovak original.