Complaints Regulations of the company Autá Košice s.r.o.

Complaints Regulations of the company Autá Košice s.r.o.

1. Introductory provisions

1.1 This Complaints Procedure regulates the complaints procedure between the company Autá Košice s.r.o., with its registered office at Bidovce 328, 044 45 Bidovce, ID No.: 51 087 308 (hereinafter referred to as "Supplier"), which may be represented by contractual dealers, and the end customers (hereinafter referred to as "Customer").

1.2 The Complaints Procedure is drawn up in accordance with Act No. 250/2007 Coll. on Consumer Protection, Civil Code No. 40/1964 Coll., Commercial Code No. 513/1991 Coll. and other generally binding legal regulations of the Slovak Republic in their current wording.

1.3.Complaints are handled during opening hours at the establishment where the service was provided or via the Customer Service Centre at info@prenajomkosice.sk or telephone +421 915 944 693.

1.4 This Complaints Procedure applies to all services provided by the Supplier.

2. Proof of service provision

2.1 The Supplier is obliged to issue to the Customer a proof of provision of the service, which includes:

- business name, registration number and registered office of the Supplier,

- the address of the establishment,

- the date of delivery of the service,

- service identification,

- the price of the service and the total amount paid.

2.2 In the case of services with subsequent delivery, the document must also include the destination, date and time of delivery.

3. Complaint process

3.1 The Supplier is obliged to inform the Customer about the conditions and method of claiming a claim, including details of the place of receipt of claims.

3.2 A complaint may be made at any of the Supplier's premises where it is possible with respect to the services provided. Information on the terms and conditions is included in the Vehicle Rental Agreement or published on the Supplier's website.

3.3 The Supplier is obliged to settle the complaint immediately; if this is not possible due to the complexity of the case, within 30 days at the latest. This time limit does not include the time required for a professional assessment of the defect.

3.4 Upon receipt of a claim, the Supplier shall issue the Customer with a confirmation of receipt of the claim.

3.5 The Supplier is obliged to issue a written proof of the complaint within 30 days of the complaint.

3.6 The Supplier shall keep a record of complaints, which shall include the date of receipt, the manner of handling and the date of handling. The records shall be accessible to the supervisory authority on request.

4. Making a claim

4.1 A complaint can be made during the provision of the service (rental of the vehicle), but no later than three working days after the end of the rental.

4.2 When making a claim, the Customer is obliged to submit:

- Proof of service (Rental Agreement),

- a written description of the deficiencies,

- a proposal for resolving the complaint,

- a claim for damages (if applicable).

5. Method of complaint handling

5.1 A complaint may be handled in the form of:

- discounts on the price of the service,

- refund,

- rejection of the claim by the Supplier.

5.2 The claim will not be accepted if the Supplier proves that the claimed defect was not caused by his fault.

5.3 In the event of an unjustified claim, the Supplier may charge the Customer for the costs associated with its resolution.

5.4 In the event of an incomplete complaint, the Supplier is entitled to invite the Customer to complete it, while the deadline for processing the complaint is suspended until the Customer completes the complaint.

6. Final provisions

6.1 These Complaints Regulations shall be effective from the date of their publication and shall be available at each of the Supplier's premises and on the Supplier's website.

6.2 The Supplier reserves the right to make changes to this Complaints Procedure in accordance with applicable law.

6.3 The complaints procedure is governed by the provisions of the relevant laws and these Complaints Procedure ensure that the Customer's statutory rights are not affected.