Informative translation. In the event of any discrepancy, the original Slovak version shall prevail.
Complaint procedure – Dvorák Reality s.r.o.
Dvorák Reality s.r.o., with registered office J. Gagarina 1789/36, 932 01 Veľký Meder, Slovenská republika, ID: 47340274, Tax Identification Number: 2023823879, registered in the Commercial Register of the Trnava District Court, section Sro, insert 32213/T, statutory body: Zoltán Dvorák, manager (hereinafter referred to as “Real Estate Agency” or “RK”) issues this complaint procedure in accordance with the valid legislation, especially Act no. 108/2024 Coll. on consumer protection and on amendments to certain laws as amended.
1. The purpose of the complaints procedure
This complaints procedure regulates the conditions, method and place of handling complaints, as well as the rights and obligations of RK and the client (hereinafter referred to as the “consumer”) when applying for complaints about the services provided.
Every consumer has the right to claim a service provided by RK.
2. Place and method of making a claim
Complaints can be made:
· in person at the RK headquarters,
· in writing to the address: Dvorák Reality s.r.o., J. Gagarina 1789/36, 932 01 Veľký Meder,
· electronically to e-mail: dvorak.zoltan@dvorak-reality.sk.
3. Definition of claim
Complaint refers to the application of the consumer’s right to check the quality, scope or correctness of the service provided and/or the application of responsibility for defects in the RK service.
They are not a complaint:
· complaints related to the performance of third parties,
· suggestions for improving RK services,
· other requests that are not related to the provided RK service.
4. Rights of the consumer in case of complaint
Consumer rights are governed by the relevant provisions of the Civil Code and Act No. 108/2024 Coll. on consumer protection as amended.
When making a claim:
· the consumer indicates how he requests the complaint to be processed,
· the consumer is obliged to submit documents and evidence supporting his claims.
5. Deadlines and method of processing the claim
RK will determine the method of handling the claim:
· immediately, in complex cases no later than 3 working days after its application,
· if it requires an expert assessment of the quality of the service, within 30 days of its application.
Complaint processing means:
· correction of erroneously provided service,
· or the provision of an adequate discount from the brokerage fee (commission).
If the complaint is unjustified, the RK will reject it. The total handling of the complaint must not exceed 30 days from its application. After this period expires, the consumer has the right to withdraw from the contract.
6. Costs associated with processing a claim
RK bears all the costs associated with handling the complaint. In the event of an unauthorized claim, RK reserves the right to demand compensation for demonstrably incurred costs.
7. Confirmation of receipt and processing of the claim
· RK will issue a confirmation of receipt of the complaint to the consumer.
· If the claim is submitted electronically, the confirmation will be delivered without delay, at the latest together with a document on the processing of the claim.
· Written evidence of the processing of the complaint will be delivered to the consumer no later than 30 days after its application.
8. Alternative dispute resolution
The consumer has the right to contact the RK with a request for correction if he is not satisfied with the handling of the complaint.
If RK does not respond to the request or rejects it within 30 days, the consumer can submit a proposal for an alternative resolution of the dispute according to Act no. 391/2015 Coll
Relevant entity:
Slovak Trade Inspection, Department of International Relations and Alternative Resolution of Consumer Disputes, Bajkalská 21/A, 827 99 Bratislava, e-mail: ars@soi.sk.
The current list of subjects of alternative resolution of consumer disputes is published by the Ministry of Economy of the Slovak Republic: list of ARS subjects.
The proposal for starting an alternative solution to a consumer dispute must contain:
· name, address, e-mail and phone number. consumer contact,
· exact designation of RK,
· description of the facts and subject of the complaint,
· date of submission of the application for rectification of the RK,
· a statement that the matter was not handled differently and the proposal is not submitted to another subject of alternative dispute resolution.
9. Final provisions
This complaint policy cancels the previous complaint policy and takes effect on 1. 12. 2025.
Person authorized to handle complaints:
Zoltán Dvorák