Complaints procedure

Although we always strive to provide our services to the highest quality, it may happen that the result does not meet your expectations. This complaints procedure governs the process for submitting and handling complaints, with the aim of ensuring a swift, fair and effective resolution of any situations that arise.

1. General provisions

1. This complaints procedure of the company heyfox s. r. o., with its registered office at Láb 531, 900 67 Láb, registered in the Commercial Register of the District Court Nitra, Section: Sro, Insert No. 62183/N, Company ID: 55 941 001 (hereinafter the „provider“), forms an inseparable part of the general terms and conditions (hereinafter the „GTC“).
2. This complaints procedure governs the process for submitting complaints concerning services offered and provided by the provider on the website: www.fakturkovo.sk (hereinafter the „website“).
3. This complaints procedure is binding on the customer, who is a self-employed natural person or a legal entity.
4. From the moment the customer submits an order for a service, the customer is deemed to have been made familiar with this complaints procedure.
5. Claims arising from a complaint are governed by this Complaints Procedure (hereinafter the „Complaints Procedure“), the GTC and Act No. 513/1991 Coll., the Commercial Code (hereinafter the „Commercial Code“).
6. The provider is responsible for ensuring that the service offered to the customer meets the quality requirements for the service offered, in line with the nature of that service and the GTC.
7. The provider is liable for defects in the service offered for the duration of its provision to the customer.

2. Submitting a complaint

2.1. The customer is entitled to assert claims against the provider arising from liability for defects in the services delivered, in accordance with this Complaints Procedure.
2.2. The customer is entitled to submit a complaint regarding:
2.2.1. the quality of the service provided,
2.2.2. the correctness of the price for the service provided, if the customer has reasonable doubt that it was determined contrary to the GTC,
2.2.3. the formal correctness of the invoice.
2.3. The customer must submit the complaint to the provider without undue delay after discovering, or being able to discover, the defect in the service provided, but no later than within 15 days, otherwise the right to complain expires.
2.4. A complaint under point 2.1. may be submitted by the customer:
2.4.1. by e-mail to: info@fakturkovo.sk
2.4.2. in writing to: Láb 531, 900 67 Láb, Slovak Republic.
2.5. When submitting a complaint, the customer completes the complaint form, which forms part of this Complaints Procedure. The customer undertakes to fill in all details in the complaint form and to supply all information in it that concerns them. The customer is always obliged to identify and, together with the complaint, deliver to the provider the documents on which the complaint is based.
2.6. The provider is not liable for any incorrect details given by the customer in the complaint they have submitted, nor for any inability to deliver the complaint resolution report to the e-mail address given by the customer.
2.7. The provider reserves the right not to accept a complaint if the reduction in quality or the failure to provide the service was caused by
2.7.1. circumstances excluding the provider's liability under the GTC,
2.7.2. documents or information supplied incorrectly by the customer,
2.7.3. the customer submitting the complaint after 15 days have elapsed from the day on which they discovered, or could have discovered, the defect.
2.8. The day the complaint procedure commences is deemed to be the day on which the customer duly submitted the complaint to the provider in accordance with the preceding points of this Complaints Procedure. If the complaint submitted does not contain all the necessary and correct details and attachments, the complaint procedure commences only on the day these are supplied. If the customer fails to supply or correct the details or attachments even within the period stated in the provider's request, the complaint will be regarded as unfounded.
2.9. If the service the customer is complaining about requires the customer's cooperation, the customer is obliged to provide the cooperation requested by the provider. If they fail to do so, the day the complaint procedure commences will be the day such cooperation is provided to the provider.

3. Complaint procedure

3.1. Upon submission of a complaint, the provider will send the customer a confirmation of receipt of the complaint to the e-mail address given by the customer.
3.2. The provider will examine the complaint submitted without undue delay after it has been duly submitted and will decide how the complaint is to be resolved. The provider undertakes to resolve the complaint within 30 days of its submission.
3.3. After the period for resolving the complaint stated in the preceding point has elapsed, the customer has the right to withdraw from the contract only if they notified the provider of their intention to withdraw before that period expired.
3.4. Once the complaint has been resolved, the provider will send the customer an e-mail on the resolution of the complaint, stating whether the complaint was founded or unfounded, giving brief reasons and describing how it was resolved.
3.5. The complaint procedure ends at the moment the e-mail on the resolution of the complaint is sent to the customer's e-mail address in accordance with the preceding point.

4. Rights arising from liability for defects

4.1. If a defect that can be remedied occurs in the service provided, the customer has the right to have it remedied free of charge, in good time and properly. The provider is obliged to remedy the defect without undue delay. The provider decides how the defect is to be remedied.
4.2. In accordance with the preceding point, the customer has the right to:
4.2.1. the remedy of shortcomings in the service,
4.2.2. the replacement of the service with another,
4.2.3. the correction of the price of the service,
4.2.4. an appropriate discount on the price of the service,
4.3. The customer may also agree with the provider on another way of resolving the complaint.
4.4. The provider decides on the amount of the price discount granted under point 4.2.4.
4.5. If a complaint concerning the correctness of the price of the service is upheld, the amount corresponding to the price legitimately complained of will be refunded to the customer.

5. Final provisions

5.1. This complaints procedure takes effect and becomes valid on: 01.10.2025
5.2. The provider reserves the right to amend and supplement this complaints procedure without prior notice.

Complaint form

of the company heyfox s. r. o., with its registered office at Láb 531, 900 67 Láb, registered in the Commercial Register of the District Court Nitra, Section: Sro, Insert No. 62183/N, Company ID: 55 941 001

1. Complainant:

Business name/Name and surname: ................................................................

registered office/place of business: ................................................................

Company ID: ................................................................

represented by: ................................................................

e-mail: ................................................................

tel. no.: ................................................................

2. Date of order and name of the service complained of: ................................................................

3. The price of the service was paid through the online payment system (GoPay):

☐ Yes

☐ No

4. Invoice number, if the complaint concerns an invoice: ................................................................

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