I. Introductory Provisions
Provider: SmartInvest Capital Consulting, s.r.o.
Registered office
Sokolská 1883/8
120 00 Praha 2 – Nové Město
CZ
Registration details
Company ID: 29578230
Phone
+420 606 210 010zapsaná v obchodním rejstříku vedeném Městským soudem v Praze, oddíl C, vložka 448804
This Complaints Policy governs the procedure for complaints about vehicle rental and related services provided by SmartInvest Capital Consulting, s.r.o. (hereinafter the "Provider") under Act No. 634/1992 Coll., on Consumer Protection, and Act No. 89/2012 Coll., the Civil Code (Czech Republic).
The Complaints Policy is an integral part of General Terms and Conditions.
II. Service Defects and Reasons for Complaint
The customer has the right to complain about the service if:
- The rented vehicle was not in a technical condition allowing its proper use
- The vehicle had defects that were not stated in the handover protocol
- The service was not provided in the agreed scope or quality
- The price charged to the customer does not correspond to the price list or agreement
- There were other substantial deficiencies in service provision
A complaint cannot be filed:
- For defects caused by the customer or third parties
- For normal wear and tear of the vehicle corresponding to its use
- For defects the customer was informed about before vehicle pickup
- For defects the customer caused themselves by improper use of the vehicle
- If the customer did not file the complaint immediately after discovering the defect
III. Method of Filing Complaint
A complaint can be filed:
In Person
At the Provider's branch during opening hours.
By Email
To the address info@padonki.cz
In Writing by Mail
To the Provider's registered office address listed in Article I of this Complaints Policy.
3.2. Complaint Requirements
The complaint must contain:
- Customer's first name, last name and contact details (address, email, phone)
- Rental contract number or reservation number
- Identification of the complained vehicle (license plate, vehicle type)
- Accurate description of the defect or deficiency
- Date and time of defect discovery
- Requested method of complaint resolution
- Possible photo documentation of the defect
- Customer's signature (in case of written complaint)
IV. Deadlines for Filing and Resolving Complaint
Filing Deadline
The complaint must be filed immediately after discovering the defect, but no later than 14 days after rental termination.
Resolution Deadline
The Provider will resolve the complaint no later than 30 days from its filing. In justified cases, the deadline may be extended by agreement with the customer.
In case of vehicle defects discovered during the rental, the customer must immediately contact the Provider on the phone number listed in Article I and follow their instructions.
V. Methods of Complaint Resolution
If the complaint is justified, the Provider will resolve it by one of the following methods:
a) Vehicle Replacement
Providing a replacement vehicle of the same or higher category without surcharge.
b) Price Discount
Reasonable discount from the rental price corresponding to the scope and severity of the defect.
c) Partial Payment Refund
Refund of proportional part of the paid price for the period during which the customer could not properly use the vehicle.
d) Contract Termination
In case of substantial defects that cannot be removed, the customer has the right to terminate the contract and request refund of the entire paid amount.
The customer will be informed about the method of complaint resolution in writing (by email or letter) no later than 30 days from filing the complaint.
VI. Complaint Resolution Process
Complaint Acceptance
The Provider will confirm complaint acceptance and issue the customer a written confirmation (complaint protocol) with acceptance date, complaint content and requested resolution method.
Complaint Assessment
The Provider will assess the justification of the complaint based on submitted documents, handover/pickup protocol and possible photo documentation.
Complaint Resolution
The Provider will resolve the complaint by one of the methods stated in Art. V and inform the customer of the result in writing.
Complaint Completion
The customer will confirm complaint resolution by signature. In case of non-acceptance of the decision, the customer has the right to further procedure according to Art. VII.
VII. Alternative Dispute Resolution
If the customer is not satisfied with the method of complaint resolution or believes that the Provider has violated their rights, they have the right to turn to the Provider with a request for remedy.
If the Provider rejects the complaint or does not settle it within 30 days, the customer has the right to file a motion for out-of-court consumer dispute resolution under Section 20d et seq. of Act No. 634/1992 Coll., on Consumer Protection (Czech Republic).
Alternative Dispute Resolution Entities
- Czech Trade Inspection Authority (ČOI)
Central Inspectorate – ADR Department, Štěpánská 796/44, 110 00 Prague 1
www.coi.cz - Online Dispute Resolution Platform (ODR)
ec.europa.eu/consumers/odr
The list of out-of-court consumer dispute resolution bodies is kept by the Czech Ministry of Industry and Trade: www.mpo.cz
VIII. Supervisory Authority
Supervision over compliance with the Provider's obligations is performed by:
Czech Trade Inspection Authority
Štěpánská 796/44, 110 00 Prague 1
Tel.: +420 296 366 360
Filing: www.coi.cz (e-filing office): tn@soi.sk
IX. Final Provisions
This Complaints Policy becomes valid and effective on the day of its publication on this website.
The Provider reserves the right to change this Complaints Policy. Changes become effective on the day of their publication on the website.
By signing the rental contract or confirming the online order, the customer confirms that they have familiarized themselves with this Complaints Policy and agree to it.
Need to file a complaint?
Contact us at info@padonki.cz or by phone at +420 606 210 010.We will resolve your complaint as soon as possible and professionally.
Contact us