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Complaints Policy

Informational translation. The legally binding version is the Slovak one: Reklamačný poriadok.

Effective from 16 June 2026

This complaints policy governs the procedure for filing and handling complaints about services ordered via alysum.sk, under Slovak Act No. 108/2024 Coll. on consumer protection and the Civil Code.

1. Provider

Alysum cs, s. r. o., Tallerova 4, 811 02 Bratislava
Company ID: 47687312 · Tax ID: 2024072083 · The provider is not a VAT payer.
E-mail for complaints: d.pavelka@alysum.sk

2. Liability for defects

The Provider is responsible for ensuring that the provided service and its output (work, digital content) are in accordance with the contract — in particular that they correspond to the agreed brief, quantity, quality and purpose. The client (consumer) is entitled to exercise their rights arising from liability for defects (a complaint) if the output does not meet these requirements.

An output produced according to the client’s instructions and materials is not considered defective if the defect arose from incorrect or incomplete materials, nor is subjective dissatisfaction with a correctly delivered performance beyond the agreed revisions.

3. Filing a complaint

The client files a complaint by e-mail to d.pavelka@alysum.sk. In the complaint they shall state:

  • identification of the order (order number / date, e-mail),
  • designation of the service being complained about,
  • a description of the defect and how the output does not match the brief,
  • how they request the complaint to be resolved.

4. Deadlines

  • The Provider will confirm receipt of the complaint without undue delay by e-mail.
  • The complaint will be resolved no later than within 30 days of the date it is filed, unless the parties agree on a longer period. The client is informed of the resolution by e-mail.

5. Method of resolving a complaint

If the complaint is justified, the client is entitled in particular to:

  • free removal of the defect — repair or rework of the output to match the brief,
  • a reasonable discount on the price if the defect was not removed or is a defect that cannot be removed but the performance is usable,
  • withdrawal from the contract and a refund of the price if it is a material breach of contract and the defect cannot be removed.

The Provider chooses the method of resolution after assessing the complaint in accordance with the law; the defect is primarily resolved by repair/rework.

6. Alternative dispute resolution

If the client – consumer is not satisfied with how the complaint was handled, they have the right to contact the Provider with a request for redress. If the Provider responds negatively or does not respond within 30 days, the consumer may submit a proposal for alternative dispute resolution under Slovak Act No. 391/2015 Coll. The ADR entity is the Slovak Trade Inspection (SOI), www.soi.sk, or another authorized entity. The ODR platform is also available: ec.europa.eu/consumers/odr. The supervisory authority is the SOI, SOI Inspectorate for the Bratislava Region.

7. Final provisions

This complaints policy is an integral part of the General Terms and Conditions. Matters not governed by it are governed by the law of the Slovak Republic. Effective from 16 June 2026.