Complaint Policy

Basic Provision
1. The Company: BRATISLAVA BY HEART, s. r. o., ICO: 50 257 153, DIC: 2120273023, with registered office at Nam. Hraniciarov 1, Bratislava, 851 03, Slovak Republic, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No. 110244/B, email address: info@bratislavabyheart.com, telephone number: +421 910 920 925 (hereinafter referred to as the “Provider”) issues this Complaint Policy to inform about the conditions and methods of submitting a complaint regarding the services offered and provided by the Provider. It also includes information on where complaints can be submitted and regulates the conditions and procedures for handling such complaints.
2. This Complaint Policy applies solely to legal relationships that have arisen between the Provider and a client who is a consumer. A consumer is defined as a natural person who, when concluding and fulfilling a consumer contract, does not act within the scope of their business activity or other business activity, employment or profession. Therefore, for the purposes of this Complaint Policy, a client is considered to be only a natural person who has entered into a contract with the Provider and who qualifies as consumer (hereinafter referred to as the “Client”).
3. This Complaint Policy forms an integral part of the General Terms and Conditions and is binding on both the Provider and the Client. The Client is required to familiarize themselves with this Complaint Policy before concluding a contract with the Provider. By paying the price for the ordered service, the Client declares that they have read and understood this Complaints Policy.
4. This Complaint Policy is available on the Provider’s website.
Definitions
1. A complaint refers to the exercise of the right to seek redress for defects in the service provided. A defect in the service is primarily understood as the failure to deliver the service according to the specifications or agreements established by the Provider
2. Handling the complaint is understood as the conclusion of the complaint procedure through one of the following actions:
  - Remedying the defect in the provided service.
  - Refunding the amount charged for the service.
  - Offering a reasonable discount on the price charged for the service.
  - Justified rejection of the claim.
Liability for Defects
1. The Provider is responsible for ensuring that the service offered to the Client meets the quality requirements in accordance with the nature of the service and the terms of the concluded contract.
Submitting the Complaint
1. The Client is entitled to submit a complaint regarding the following:
  - The quality of the service provided.
  - The correctness of the billed price for the service or any fees related to the services, in cases where there is reasonable doubt that the charged amounts do not conform to the contract or the Terms and Conditions.
2. The Client can submit a complaint via email to info@bratislavabyheart.com. Complaints must be filed with the Provider without undue delay after the Client discovers a defect in the service.
3. To file a complaint, the Client must complete a complaint protocol (form) that includes the following information: the order number, the Client’s identification and contact details, description of defect, and the time of occurrence. The Client should also indicate which claims related to liability for defects they are asserting, along with any other important facts.
4. The Provider is not responsible for any incorrect information provided by the Client in the complaint, nor for any failure to deliver communications to the Client due to inaccurate data.
5. The complaint procedure shall commence upon receipt of all required information. If the Client fails to provide the missing data even after a request from the Provider, the complaint shall be deemed unfounded.
6. The Client is obligated to cooperate in the handling of the complaint by providing all necessary information, explanations, and documentation. The Provider reserves the right to reject a claim if the defect in the service arises from circumstances that exclude liability, illegal actions of third parties, or a breach of the Client’s obligations under the contract.
Handling the Complaint
1. Upon receipt of the complaint, the Provider shall send a confirmation of receipt to the email address provided by the Client in the complaint protocol. This confirmation shall be delivered without undue delay and, at the latest, shall accompany the document regarding the resolution of the complaint.
2. The Provider shall investigate the submitted complaint without undue delay following its submission and shall determine the method of resolving the complaint. After establishing the appropriate method of resolution, the Provider shall address the complaint immediately; in justified cases, the resolution may be processed later. However, the handling of the complaint shall not exceed 30 days from the date of its submission.
3. The Provider shall inform the Client of the resolution of the complaint by sending a written notification no later than 30 days from the date of receipt of the complaint.
4. The Provider is obliged to maintain records of all complaints and provide them for inspection upon request by supervisory bodies. These records must include the date the complaint was submitted, the date and method of resolution, and the serial number of the document through which the complaint was submitted.
Methods of Solving the Complaint
1. If there is a removable defect in the provided service, the Client has the right to have it removed free of charge, in a timely manner, and properly. The Provider is obliged to rectify the defect without undue delay. The Provider shall decide on the method of removing the defect.
2. The Client has the right to withdraw from the concluded contract under the following conditions:
  - If the offered service has a defect that cannot be removed, preventing the service from being used properly as a defect-free service.
  - If removable defects occur frequently, such that the Client cannot properly use the service. This is considered the case if the same defect recurs for the third time after having been rectified at least twice.
  - If there are a significant number of removable defects, the Client cannot properly use the service. A minimum of three different removable defects that hinder proper use of the service is considered a significant number of defects.
  - If the Provider does not address the complaint within the 30-day period, this is considered an irreparable defect.
  - If other non-removable defects have appeared in the offered service, the Client is entitled to a reasonable discount on the service price.
3. The Client cannot withdraw from the contract for the provision of a service if the service has commenced with the express consent of the Client. The Client must also have been informed that, by giving this consent, they forfeit their right to withdraw from the contract once the service has been fully provided.
4. When resolving a complaint by offering a discount on the charged price, the Provider shall take into account the nature of the defect, its duration, and any other relevant factors. The Provider shall determine the amount of the discount provided.
5. The Provider shall address the complaint and conclude the complaint procedure in one of the following ways:
  - By removing the defect in the provided service.
  - By refunding the price paid for the service (in case of withdrawal from the contract).
  - By offering a reasonable discount on the price of the provided service.
Alternative Dispute Resolution
1. The Client has the right to contact the Provider with a request for correction via email at info@bratislavabyheart.com. If the Client is not satisfied with the Provider’s response to their complaint, believes that their rights have been violated, or if the Provider responds negatively to the request or fails to respond within 30 days of receipt, the Client has the right to submit a proposal for alternative dispute resolution. A list of all entities involved in alternative dispute resolution can be found on the website of the Ministry of Economy of the Slovak Republic: mhsr.sk.
2. Supervision of compliance with obligations regarding consumer protection is carried out by the Slovak Trade Inspection which can be contacted at the following address: Slovak Trade Inspection, Central Inspectorate, Department of International Relations and Alternative Dispute Resolution, Bajkalska 21/A, p. p. 29, 827 99 Bratislava 27. For submitting inquiries via email you can use the following email addresses: ars@soi.sk or adr@soi.sk. More information about consumer dispute resolution can be found on the European Commission’s website: Alternative/Online dispute resolution: Avoid the court – Your Europe.
Final Provisions
1. The Provider reserves the right to amend this Complaint Policy without prior notice. Any changes to this Complaint Policy shall take effect on the day of their publication on the Provider’s website.
2. This Complaint Policy shall be valid and effective starting April 1, 2025.