Complaints Procedure
I. Introductory provisions
1. The "Provider" is a commercial company Co2 Offset s.r.o., ID: 17077630, with its registered office at Jičínská 226/17, Žižkov, registered in the Commercial Register kept by the Municipal Court in Prague.
2. The "Customer" means a natural or legal person who orders a service from the provider through the website interface www.https://skznamka.sk/en/.
3. Other terms are explained in detail in the general commercial terms of the Provider (hereinafter referred to as "GTC"). 4. The subject of this complaints procedure is the conditions for the delivery, complaints, and returns of the provided service. 5. This procedure regulates the rights and obligations only for consumers. For other entities, the GTC or the relevant legal regulation apply in full. 6. By placing an order (contract), the Customer agrees to the content of this complaints procedure.
Delivery conditions
1. The Provider shall duly provide the service by sending a vehicle registration confirmation in the electronic toll system operator's system to the email address provided by the Customer in the order. The Customer is responsible for the availability of their email inbox. The Provider's obligation to provide the service is fulfilled at the moment of sending the confirmation by email.
2. The Provider is required to process the order no later than within 2 working days. However, the Provider shall not be liable for any system outages that it does not operate.
3. In the event that the Provider does not process the order within the specified deadline, the Customer is entitled to request a refund of the paid price for the service from the Provider. The Customer is entitled to request a refund of the service price in writing to the Provider's registered office address or electronically to the email address: [email protected]
4. The remaining terms are governed by the Provider's General Terms and Conditions.
Complaints
1. The Customer is entitled to file a complaint about the provided service during its provision. Hidden defects can be reported without undue delay as soon as they are discovered, but no later than within 6 months. 2. In case the service is provided with a defect, the Customer has the right to have such defect remedied free of charge. If it is not possible to remedy the defect, the Customer has the right to a reasonable discount on the service price or to withdraw from the contract and receive a full refund of the paid amount for the service. 3. The Customer is not entitled to defects if the defect was caused by the Customer themselves or if they were aware of the defect before the service was provided. 4. A complaint can be submitted to the Provider in writing at the Provider's registered address, or electronically to the email address: [email protected]. 5. The Provider will decide on the complaint immediately, in complex cases within three working days. The Provider is obliged to handle the complaint no later than within 30 days. 6. The Provider will inform the Customer about the way the complaint was handled by email, phone, or in writing to their residential address. 7. The Customer has the right to reimbursement of reasonably incurred costs associated with the legitimate complaint. These costs are understood as the minimum necessary. These costs may include postage for sending the complaint. These costs may not include the cost of traveling by car to lodge the complaint, express delivery, and other similar costs. Reimbursement of costs must be requested without undue delay, but no later than one month after the deadline for asserting rights from defective performance. 8. The provisions of this complaint procedure do not in any way affect the statutory deadline for asserting rights from defects. The provisions of this procedure also cannot in any way shorten the Customer's statutory rights from defects. 9. If the Electronic Highway Stamp is defective and such defect is not caused by the Provider, i.e., by faulty service provision, the Customer is obliged to assert such defect directly to Národná diaľničná spoločnosť, a.s., Dúbravská cesta 14, 841 04 Bratislava.
Withdrawal from the contract during the cooling-off period
1. The Purchaser is entitled to withdraw from the order (contract) within the legal 14-day period, and the parties are obliged to return everything that was fulfilled according to the contract (order) after the withdrawal. The Purchaser is entitled to withdraw from the contract in writing to the Provider's registered office address. Or electronically to the email: [email protected]. However, the Purchaser is not entitled to withdraw from the order (contract) if the service has been fully provided.
2. The Purchaser is not entitled to withdraw from the contract by the procedure set out in Article IV. paragraph 1 of this regulation if, before concluding the contract (order), he/she agreed that the Provider would start providing the service before the expiration of the legal 14-day withdrawal period. In such a case, it is not possible to withdraw to the extent that the service has already been provided.