COMPLAINTS POLICY Rafting Oravec Červený Kláštor Seller: Mgr. Marcel Oravec Červený Kláštor 55 059 06 Červený Kláštor Company ID: 52 406 644 1. Scope of Application 1.1 This Complaints Policy governs the complaints procedure between Mgr. Marcel Oravec – Raft Rental (hereinafter referred to as the "Supplier"), which may be represented by contractual resellers of the company, and the end customer (hereinafter referred to as the "Customer"). This policy complies with § 18(1) of Act No. 250/2007 on Consumer Protection, the Civil Code No. 40/1964 Coll., and the Commercial Code No. 513/1991 Coll. (as amended), as well as other generally binding legal regulations of the Slovak Republic. Complaints are handled during the opening hours at the branch where the service was provided. Complaints may also be addressed via phone at +421 910 219 862. 1.2 This Complaints Policy applies to all services provided by the Supplier to Customers. 2. Proof of Service Provided 2.1 The Supplier is obliged to issue the Customer a proof of service rendered, which shall include: a) business name, company ID, and registered address of the Supplier, b) address of the branch, c) date of service, d) identification of the service, e) price of the service and the total amount paid by the Customer. 2.2 For services involving subsequent delivery, the document must also include the place of delivery and the date and time of delivery. 3. Complaint Procedure 3.1 The Supplier is required to properly inform the Customer about the terms and process for lodging a complaint, including where the complaint can be submitted. 3.2 The Supplier must accept complaints at the premises of the rental branch in accordance with the services provided and the contractual conditions (which are either part of the loan agreement or published on the Supplier’s website). Every Customer should familiarize themselves with the specific terms and conditions no later than the time of signing the rental agreement to avoid misunderstandings. 3.3 The Supplier, or an authorized employee or person designated for this purpose, must handle the complaint immediately. If this is not possible due to the complexity of the complaint, it must be resolved within a maximum of 30 days. This period does not include time required for a professional assessment of the defect. If the complaint is not resolved within this period, the defect is deemed irreparable, and the Customer is entitled to the same rights as in the case of an irremediable issue. 3.4 Upon lodging a complaint, the Supplier must issue the Customer confirmation of the complaint received. 3.5 The Supplier must issue a written statement on the resolution of the complaint no later than 30 days from the date the complaint was filed. 3.6 The Supplier must maintain a record of complaints and provide this upon request to supervisory authorities. This record must include the date the complaint was filed, the method, and the date of resolution. 4. Lodging a Complaint The Customer's rights regarding defects in the provided service must be exercised during the period of service provision (e.g., during the rental of equipment), but no later than three working days after the service has ended. 5. Complaint Handling Procedure 5.1 When filing a complaint, the Customer must provide: proof of service provided (loan agreement), written description of all deficiencies, a proposal for resolving the complaint, a proposal for compensation. 5.2 The Supplier shall issue a document confirming the complaint, including: the date of the complaint, the reported deficiencies, the Customer’s proposed resolution. These may be included in the written complaint provided by the Customer. 5.3 A complaint may be lodged whenever the service provided failed to meet its essential purpose (e.g., the raft rental was not delivered), or if any deficiencies arose during service delivery. 6. Decision on Complaint Resolution An authorized employee of the Supplier shall decide on how the complaint will be resolved based on a qualified assessment of the issue. 7. Complaint Resolution 7.1 Complaints must be resolved within 30 days, provided that all conditions of this Complaints Policy are met. 7.2 The Supplier is entitled to reject and return incomplete or improperly filed complaints for correction in accordance with standard STN ISO 10002. Such rejection does not affect the complaint handling time limit, which is paused until the complaint is resubmitted. 7.3 Complaints may be resolved by: a discount on the service, a refund, or rejection of the complaint by the Supplier. Complaints regarding services provided by contractual resellers of the Supplier may be handled pursuant to § 436 and subsequent provisions of the Commercial Code. 7.4 If the complaint filed by the Customer does not meet the conditions of this Complaints Policy, the Supplier will handle it in accordance with applicable legislation to ensure the Customer’s legal rights are not infringed. 7.5 The complaint will not be upheld if the Supplier can credibly demonstrate that the deficiency was not caused by them and could not have been prevented, particularly if caused by an unforeseeable event. 7.6 In the case of an unfounded complaint, the Supplier may charge the Customer for any costs incurred in resolving the matter. 8. Payment and Refund Policy 8.1 If the service has already been paid for and the Customer wishes to cancel the reservation, they must notify the Supplier at least 48 hours in advance of the rafting trip, either by bank transfer or in cash. If cancellation is not made within this period, the entire amount paid is forfeited to Rafting Oravec. However, subject to agreement with the owner of the business (Mgr. Marcel Oravec), a refund of up to 40% of the total reservation price may be issued to the Customer’s bank account. Mgr. Marcel Oravec