COMPLAINTS PROCEDURE

Chalet Senec In order to ensure the correct procedure for the application of claims, deficiencies in services and goods sold and provided in Chalet Senec, we issue the following Complaints Procedure on the basis of Act No. 250/2007 Coll. 40/1964 Coll. of the Civil Code as amended.

Right and place of claim.

ARTICLE I.

Right of complaint

1. If the client discovers that the services provided are deficient in the quality or scope of the services provided, the client has the right to complain about these deficiencies.
2. Complaints must be dealt with without undue delay after the deficiency has been identified.
3. The client makes the claim at the company's premises.
4. When making a claim, the client shall submit a proof of purchase of the service and a copy of the invoice (or contract) for the purchase of the service or any other document.

ARTICLE II.

Subject of complaint

1. Claims for defects in other goods or services shall be filed by the client with the accommodation provider where the goods or services were purchased immediately, without undue delay, on the basis of the receipt and the receipt, in the case of goods no later than the end of the warranty period. Chalet Senec may not accept the claim without proof of purchase.
2. Complaints about deficiencies in the accommodation can be filed primarily with the accommodation provider without undue delay.
3. The right to complain about deficiencies in the accommodation expires if it has not been exercised within 1 month of the provision of the service at the latest.
4. When making a claim, the Client shall submit all relevant evidence of the provision of the service or the acquisition of the goods of which the Client complains of a defect or shortage.

ARTICLE III.

Complaint procedure and handling

1. If the complaint cannot be settled immediately, a complaint report must be drawn up with the client and signed by the client and the employee authorised to do so.
2. The Client is obliged to provide truthful information regarding the complaint about the deficiencies of the service provided, as well as the necessary assistance in the handling of the complaint.
3. The reasonableness of the complaint of deficiencies shall be decided by the authorized employee or other authorized person designated to handle the complaint immediately, in complex cases within 14 working days.
4. The company is obliged to inform the client in writing about the status of the complaint no later than 30 days from the date of its application, i.e. from the receipt of the documents by the client. These are mainly deficiencies relating to the professional assessment of the complaint.
5. The complaint report serves as the basis for the investigation of the complaint. It must be issued in two copies, one to be received by the client and the other by the authorised employee. This document serves as confirmation of the claim.
6. In the event that a complaint report has not been drawn up, it is not possible to investigate or subsequently assert a claim.

ARTICLE IV.

Client's cooperation in complaint handling

If the nature of the complaint so requires, the client shall allow the lodge staff access to the area provided to them in order to ascertain the validity of the complaint.

ARTICLE V.

Final provision

This Complaint Procedure shall enter into force on 1 January 2024

Chalet Senec