Legal terms

Seller: AUTO-RENTAL s.r.o., Tomanova 121, Bratislava 83107, Company ID: 43794904

1. Scope

1.1 These Complaints Rules govern the handling of complaints between AUTO-RENTAL s.r.o., which may be represented by its authorised dealers (the “supplier”), and the end customer (the “customer”). They govern complaints in accordance with Section 18(1) of Act No. 250/2007 on Consumer Protection, the Civil Code, Act No. 401/1964 Coll., the Commercial Code, Act No. 513/1991 Coll. (all as amended), and other generally binding legislation of the Slovak Republic. Complaints are handled during opening hours at the premises where the service was provided.

1.2 These Complaints Rules apply to all services provided by the supplier to customers.

2. Proof of service (vehicle rental)

2.1 The supplier must issue the customer with proof of the service, stating:

• a) the supplier’s business name, company identification number and registered office;
• b) the address of the premises;
• c) the date the service was provided;
• d) identification of the service;
• e) the service price and the total amount paid by the customer.

2.2 Where a service is sold for subsequent delivery, the document must state the destination, date and time of delivery.

3. Complaints process

3.1 The supplier must properly inform the customer of the conditions and procedure for making a complaint, including where complaints may be submitted.

3.2 The supplier must accept a complaint at any of its premises where this is possible given the services provided and the contractual terms (which form part of every Vehicle Rental Agreement or are published on the supplier’s website). Each customer should familiarise themselves with the specific contractual terms no later than when signing the Vehicle Rental Agreement, to avoid misunderstandings.

3.3 The supplier, an authorised employee or another designated person must resolve 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. Time required for an expert assessment of a defect in the service is not included in this period. Once the maximum complaint-handling period has expired, the supplier has the same rights as in the case of a defect that cannot be remedied.

3.4 When a complaint is submitted, the supplier must issue the customer with confirmation of receipt.

3.5 The supplier must issue a written record of the resolution of the complaint no later than 30 days after the complaint was submitted.

3.6 The supplier must keep a complaints register and submit it to the supervisory authority on request. The register must include the date the complaint was submitted, the date it was resolved and how it was resolved.

4. Submitting a complaint

The customer’s rights arising from the supplier’s liability for defects in a service may be exercised only during the service period (vehicle rental), and no later than three working days after the service has been provided (the rental period has ended).

5. Complaint-handling procedure

5.1 When submitting a complaint, the customer must provide:

• proof of the service (rental agreement);
• a written description of all defects;
• a proposed resolution of the complaint;
• a proposed claim for compensation.

5.2 The supplier will issue the consumer with a record of the complaint. It must include:

• the date the complaint was submitted;
• the defects complained of;
• the customer’s proposed resolution.

These details may be included in the customer’s written complaint.

5.3 A complaint may be submitted whenever the service has not been fulfilled (the vehicle rental did not take place), or defects occurred during the provision of the service (during the vehicle rental).

6. Deciding on a complaint

An authorised employee of the supplier will decide how the complaint is to be resolved on the basis of a qualified assessment of the defect.

7. Resolving a complaint

7.1 A complaint may take a maximum of 30 days to resolve, provided all conditions set out in these Complaints Rules have been met.

7.2 The supplier may reject an incomplete or incorrectly submitted complaint and return it to the customer for completion in accordance with STN ISO 10002. Rejection does not affect the complaint-handling time limit. The time limit is suspended until the complaint is resubmitted.

7.3 A complaint may be resolved by a reduction in the service price, a refund or rejection by the supplier. Complaints concerning services provided by the supplier’s authorised dealers may be submitted under Section 436 et seq. of the Commercial Code.

7.4 If a complaint submitted by the customer does not meet the requirements of the complaints procedure, the supplier will handle it in accordance with these Complaints Rules and the applicable generally binding legislation, so that the customer’s statutory rights are not affected.

7.5 A complaint will not be accepted if the supplier credibly demonstrates that the defect complained of was not caused by the supplier and could not have been prevented by the supplier, because it resulted from another unforeseeable circumstance.

7.6 If a complaint is unjustified, the customer may be charged the costs incurred in handling it.

AUTO-RENTAL s.r.o.