Advertising rules

1. Basic provisions

1.1This complaints procedure regulates the process for submitting complaints regarding services provided by Tomáš Petrík, self-employed person, with registered office at Tatranská Lomnica 14061, 05960 Vysoké Tatry, Company ID: 10723200, hereinafter referred to as the “trader”, namely accommodation, catering and related services at Chata pri Zelenom plese, provided to clients of the cottage who are natural persons in the position of consumers.

1.2Complaints submitted by legal entities and natural persons – entrepreneurs who are not consumers are governed by the relevant provisions of the Commercial Code.

1.3This complaints procedure applies to claims arising from defects in accommodation, catering and related services provided by the trader from the moment the customer starts their stay until its end.

1.4By this complaints procedure, the trader informs the customer about the conditions and method of exercising rights arising from liability for defects, including information on where a complaint may be submitted.

1.5The provision of services is governed by the relevant provisions of the Civil Code, the Consumer Protection Act and other generally binding legal regulations.

1.6This complaints procedure is issued in accordance with the Civil Code, Act No. 391/2015 Coll. and other legal regulations of the Slovak Republic.

1.7The customer has the right to receive services in the agreed or usual scope, quality, quantity and time, or goods of usual quality.

1.8A complaint means the exercise of liability for defects in a provided service or defects in supplementary goods.

2. Liability for defects

2.1The trader is liable for defects that the service has at the time it is provided to the customer or that the sold goods have at the time they are received by the customer.

2.2In the case of used items, the trader is not liable for defects caused by their use or wear and tear.

2.3The provisions on the warranty period are governed by Section 619 of the Civil Code in the case of a customer who is a consumer.

2.4A defect does not include a change in goods caused by wear and tear, improper use or unauthorized interference.

2.5The customer is obliged to inspect the goods or service upon receipt or provision.

2.6The customer is obliged to notify the trader immediately of any obvious defects.

2.7The trader is not liable for defects of which the customer was aware, defects caused by the customer, or defects caused by force majeure.

3. Customer’s right to make a complaint

3.1If the customer is provided with services of lower quality or scope, the customer has the right to make a complaint.

3.2The customer is obliged to submit a complaint without undue delay; for services no later than the end of the stay and for goods no later than the expiry of the warranty period.

3.3A complaint may be submitted in person to the responsible employee of the trader, in writing or electronically by e-mail.

3.4The trader is obliged to accept the complaint through an employee of the trader.

4. Method and deadlines for submitting complaints

4.1The customer is obliged to submit a complaint immediately and without undue delay.

4.2When submitting a complaint, the customer is obliged to present proof of purchase of the service or goods, if available.

4.3If required by the nature of the complaint, the customer shall also submit the item whose defect is being claimed.

4.4The responsible employee shall record the complaint in the complaints protocol. The complaint handling period shall not exceed 30 days from the date of its submission, unless objective reasons prevent this.

4.5The customer is obliged to provide the cooperation necessary for handling the complaint.

5. Complaint handling

If the complaint is accepted, the trader shall proceed in accordance with this complaints procedure and the relevant legal regulations.

5.1 Removable defects

5.1.1In accommodation services, the customer has the right to free, proper and timely removal of deficiencies.

5.1.2In catering services, the customer has the right to request free removal of a defect if the proper quality, weight, temperature, measure or price has not been observed.

5.1.3In the case of removable defects in other services, the customer has the right to free removal of the defect.

5.1.4In the case of a removable defect in goods, the customer has the right to free, timely and proper removal of the defect or replacement of the goods.

5.2 Irremovable defects

5.2.1In the case of irremovable defects in accommodation services, the customer has the right to an appropriate discount or withdrawal from the contract depending on the nature of the case.

5.2.2If defects in catering services cannot be removed, the customer has the right to an appropriate solution according to the nature of the defect.

5.2.3In the case of irremovable defects in other services, the customer has the right to a substitute service or an appropriate discount from the price.

5.2.4In the case of an irremovable defect in goods, the customer has the right to replacement of the goods, withdrawal from the contract or an appropriate discount according to the nature of the defect.

5.3The customer has the right to reimbursement of necessary costs incurred in connection with the complaint, provided this right is exercised no later than 2 months after the justified complaint has been handled.

5.4If the trader does not accept the complaint, the trader shall inform the customer in writing of the reasons for non-acceptance.

5.5The trader reserves the right to assess each complaint individually.

6. Personal data protection

Information concerning personal data protection is provided in the Privacy and Personal Data Processing Policy of TMR Group and is published at www.tmr.sk/o-nas/gdpr/.

7. Final provisions

7.1The customer has the right to submit a request for remedy to the trader under Act No. 391/2015 Coll. on alternative dispute resolution for consumer disputes. The competent authority is the Slovak Trade Inspection or another authorized legal entity listed in the register of alternative dispute resolution entities.

7.2This complaints procedure is published on the hotel website and available at the hotel reception. By accepting the service or receiving the goods, the consumer confirms that they have been informed of this complaints procedure.

Date: 01.01.2025

Responsible person: Tomáš Petrík - Cottage Manager

Supervisory authority

Central Inspectorate of the Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava

SOI Inspectorate based in Prešov for the Prešov Region, Obrancov mieru 4675/6, 080 01 Prešov