Return Policy

Return Policy

These Complaint Procedures govern the manner and conditions for filing complaints regarding services requested on the mawis.eu portal and subsequently ordered from HRDLIČKA spol. s r.o., ID No. 186 01 227, with its registered office at náměstí Kněžny Ludmily 45, Tetín, Postal Code 266 01, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 4062 (hereinafter referred to as the “Company”):

• Mailing address: Za Lužinami 1084/33, Prague 5, ZIP Code 155 00
• Company website: hrdlicka.cz
• Phone: +420 235 521 822-5
• Email address: info@hrdlicka.cz

I. SERVICE DESCRIPTION

1. The company is responsible for ensuring that the service is free of defects at the time of provision and that it is provided in accordance with the contract. Compliance with the contract means, in particular, that the service corresponds to its description and that it lasts for the specified period. Compliance with the contract means, in particular, that:
• the services correspond to the description on the Portal, the description contained in the advertisement, or in communications related to the contract;
• the service is provided at the agreed time and place;
• the service has the characteristics that were agreed upon, described, or that could reasonably be expected given the nature of the service and based on advertising, and the service is of appropriate quality and scope;
• The service complies with legal requirements.
  
2. Complaints regarding the services provided may be filed while the services are being provided. Hidden defects must be reported without undue delay after the Customer becomes aware of them. At the latest, a complaint regarding a defect in the service may be filed within six months of the service being provided.
   
3. If a service was provided in a defective manner, the Customer is entitled to have the defect remedied free of charge. If the defect cannot be remedied in this manner, the Customer is entitled to a reasonable discount on the price of the service.
   
4. The Customer is not entitled to rights arising from defective performance if:
• The customer was aware of the defect before the service was provided
• The customer caused the defect themselves, in particular by violating the General Terms and Conditions and applicable laws.
  
5. A "Customer" means the recipient of a Service provided by the Company, which the Customer obtains from the Company in exchange for monetary consideration.

II. COMPLAINT PROCEDURE

1. The Customer is required to file a complaint without undue delay after discovering the defect. In accordance with the Consumer Protection Act, the Company accepts complaints at its headquarters.
   
2. A complaint may be filed in person, by email, or in writing. When filing a complaint, the Company recommends that the Customer describe as precisely as possible what they consider to be the defect in the services. This will expedite the complaint process.
   
3. A claim is deemed to have been filed at the moment the Company is notified of the defect and the right to claim liability for defects in the service provided is exercised.
   
4. The Company shall process received complaints without undue delay, but no later than 30 days from the date the complaint was filed, unless otherwise agreed with the Customer. The Company shall issue a written confirmation of the filing and resolution of the complaint.
   
5. In the event of a disputed claim, the Company will decide whether to accept it within three business days of the date the claim was filed.
   
6. In accordance with Act No. 89/2012, the Civil Code, as amended, the Customer, as a consumer, is entitled to reimbursement of reasonable expenses incurred when filing a complaint regarding services. The right to reimbursement of these costs must be exercised within one month after the expiration of the period during which the defect must be reported.

These Return Policies are valid and effective as of January 1, 2023.