Complaints policy

This is an English translation provided for convenience. In case of any discrepancy, the Slovak version prevails. / Slovenská verzia je rozhodujúca.

Complaints policy of AUTOSGM s.r.o. (YS Manžel)

1. Introductory provisions

This complaints policy sets out how to file and how we handle complaints about work performed and material supplied. Contractor: AUTOSGM s.r.o., registered office Martinská 2, Bratislava, company ID (IČO) 44 101 384, phone +421 944 373 505, e-mail info@ysmanzel.sk (the “contractor”). The policy is governed by the Slovak Civil Code and the Consumer Protection Act as amended.

2. Liability for defects and warranty period

The contractor is responsible for the work being performed properly and without defects. The warranty period for work performed is 24 months from the handover of the work. Material supplied by the contractor is covered by the manufacturer’s warranty stated in the warranty card or on the receipt.

3. When the warranty does not apply

The warranty does not cover defects caused by improper use, normal wear, mechanical damage, third-party intervention, force majeure or the use of material supplied by the customer.

4. Where and how to file a complaint

A complaint can be filed without undue delay after discovering the defect, in any form:

• by phone at +421 944 373 505,
• by e-mail at info@ysmanzel.sk,
• by post to the registered office: AUTOSGM s.r.o., Martinská 2, Bratislava.

When filing, please state your name, contact details, the address where the work was done, the date of the work, a description of the defect and how you want the complaint to be resolved. A receipt or other proof of the work helps, but a complaint can also be filed without it if the job can otherwise be proven.

5. Confirmation of the complaint

The contractor promptly issues the consumer a confirmation of the complaint (for complaints filed by e-mail or message, a confirmation in the same form). The confirmation contains the date of filing, a description of the defect and the requested way of resolution.

6. Time limit

The contractor decides on the complaint immediately, in complex cases within 3 working days. The complaint, including removal of the defect, is handled without undue delay, at the latest within 30 days of being filed. After this period the consumer has the same rights as in the case of a material breach of contract.

7. Ways of resolution

The consumer may request removal of the defect by repair, a reasonable price reduction or, in the case of a material breach of contract, withdrawal from the contract. The consumer chooses the way of resolution within their statutory rights; the contractor may refuse it if it is disproportionately costly or impossible, and will propose another way.

8. Proof of resolution

The contractor issues the consumer a written document stating the date and the way the complaint was resolved. If the complaint is rejected, the reason is given.

9. Costs

Costs related to a justified complaint are borne by the contractor.

10. Dispute resolution

If the consumer is not satisfied with how the complaint was handled, they may ask the contractor for redress. If the contractor rejects the request or does not reply within 30 days, the consumer may file a proposal for alternative dispute resolution with the Slovak Trade Inspection (SOI), www.soi.sk.

Related documents: Terms and conditions, Withdrawal form.