Požičaj a vráť
Požičaj a vráť, spol. s r. o.
Bratislava - municipal district of Ružinov 821 08
Company ID: 50 125 176 Tax reg. No.: 2120191414
Mobile phone: +421 918 670 389
1. Scope of application
1.2 The Rules of Complaint shall apply to all services of the Supplier provided to Customers.
2. Document proving service provision (vehicle rent)
2.1 The Supplier shall issue a document proving provision of a service to the Customer which contains:
- a) business name, identification No. and registered office of the Supplier;
- b) address of the place of business;
- c) service provision date;
- d) service identification;
- e) service price and total price which the Customer has paid.
2.2 If a service is sold subsequently delivered, the document shall contain the delivery place, date and time.
3. Complaint process
3.1 The Supplier shall duly inform the Customer about conditions and the form of complaining, including information about where complaints may be filed.
3.2 The Supplier shall accept a complaint at any place of business where complaints may be received with regard to the provided services and contractual conditions (they are a part of every Rental Contract or disclosed on the web page of the Supplier). Every Customer should become familiar with particular contractual conditions not later than when signing the Rental Contract in order to prevent any misunderstandings.
3.3 The Supplier or an employee authorized by him, or a different designated person, shall attend to a complaint immediately; if it results impossible with regard to the complexity of the complaint, he shall do so within 30 days. This period does not include the time needed for expert assessment of a fault in service provision. After expiry of the period for attending to complaints, the Supplier shall have the same rights as in the case of a fault which cannot be removed.
3.4 When a complaint has been filed, the Supplier shall issue a confirmation of complaint receipt to the Customer.
3.5 The Supplier shall issue a written document confirming that he has attended to the complaint not later than 30 days after the complaint was filed.
3.6 The Supplier shall keep records of complaints and he shall submit them to a supervisory authority on request. Records of complaints shall contain the date of filing the complaint and the date and form of attending to the complaint.
4. Filing complaints
The rights of the Customer related to the liability for faults in service provision by the Supplier may be exercised only during the period of service provision (vehicle rent); however, not later than three business days after the service provision (expiry of the rent period).
5. Process of attending to complaints
5.1 When filing a complaint, the Customer shall submit the following documents:
- document proving service provision (Rental Contract);
- written list of all faults;
- proposed settlement of the complaint;
- proposed compensation of damage.
5.2 The Supplier shall issue a document to the Customer which proves that the complaint has been filed.
The document shall contain:
- date of filing the complaint;
- faults which the Customer has complained about;
- proposed solution of the complaint by the Customer.
The above-stated data may be contained in a written complaint of the Customer.
5.3 Complaints may be filed always when the delivered service was not materialised (the rent of the vehicle was not carried out) or when faults appeared during service provision (vehicle rent).
6. Decision-making about complaints An authorized employee of the Supplier shall decide about the form of settling the complaint based on a qualified assessment of the fault.
7. Complaint settlement
7.1 Complaints shall be settled not later than 30 days, if all conditions resulting from the present Rules of Complaint have been met.
7.2 The Supplier shall be entitled to reject any incomplete or wrongly filed complaint and return it to the Customer to complete it pursuant to the STN ISO 10002 standard. Such rejection shall not affect the period for attending to complaints. which shall be interrupted until the complaint has been filed repeatedly.
7.3 Complaints may be settled by: a discount from the price of the service, returning money or rejection by the Supplier. Complaints about services of Supplier´s resellers may be filed pursuant to § 436 and subseq. provisions of the Commercial Code.
7.4 If any complaint filed by the Customer is not meeting the conditions of the complaint process, the complaint shall be attended to by the Supplier in accordance with the present Rules of Complaint and relevant general binding legal regulations so that his statutory rights are not affected.
7.5 No complaint shall be accepted if the Supplier has reliably proved that the fault which the Customer has complained about has not been caused by the Supplier and the Supplier was not able to prevent it in any manner since the fault was caused by a different unforeseeable event.
7.6 In the event of an unauthorized complaint, the Customer may be required to pay any costs related to attending to such complaint.
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