2. Documents
  3. Complaints Procedure

Complaints Procedure - Valid from 01. 02. 2025

  1. This Complaints Procedure (hereinafter referred to as the “Procedure”), the General Terms and Conditions, and the Terms of Use of the electronic wallet form the Framework Agreement between the Operator and the Customer, which sets the rules for cooperation between the Operator and the Customer. This Procedure regulates the process for submitting and handling complaints and grievances of Customers (hereinafter referred to as “Complaint”) and defines their resolution in accordance with the laws of the Czech Republic, primarily Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”).
  2. Every Customer or their representative has the right to file a Complaint if they believe that the Operator has violated its contractual obligation, a legal regulation, or if an employee of the Operator has acted inappropriately.
  3. The Customer may submit a Complaint:
    1. By mail – to the address: Lublaňská 267/12, Vinohrady, 120 00 Prague 2,
    2. By phone – at the phone number +420 702 147 373,
    3. By email – to the email address [email protected].
  4. The Complaint must include: a) Identification of the Customer (name, surname, date of birth, and residence for a natural person, or company name, company ID, and registered office for a legal entity), b) Description of the Operator's or its employee’s actions, including time details and order reference number if related to an order, c) Identification of the employee if the Complaint concerns their behavior, d) Supporting documents related to the disputed action and a proposed resolution.
  5. The Complaint must be filed as soon as possible, but no later than 14 days after the occurrence of the disputed action. A Complaint submitted after this period may not be processed.
  6. The Customer is required to provide the Operator with the necessary cooperation for the proper resolution of the Complaint.
  7. The Operator will decide on the validity of the Complaint within 30 days of its receipt, or in complex cases, no later than 90 days. If the Complaint needs to be corrected or supplemented, the period will be suspended until the Customer meets these requirements.
  8. The Complaint is assessed by the Operator’s commission.
  9. The Operator will inform the Customer about the outcome of the Complaint electronically.
  10. A justified Complaint is considered a situation where the Operator or its employees violate contractual obligations or legal regulations. In such a case, the Customer is entitled to rectification, substitute performance, or compensation for damages.
  11. If the resolution proposed by the Customer cannot be carried out, the Operator will propose an alternative method of resolution.
  12. If the Customer disagrees with the Complaint outcome, they may turn to the competent court. Consumers also have the right to use alternative dispute resolution through the Financial Arbiter (www.finarbitr.cz).
  13. The Operator reserves the right to unilaterally modify this Procedure. Customers will be informed of any changes via email.
  14. This Procedure is effective as of February 1, 2025.