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Complaints Procedure

This is a translation for your convenience. The Slovak version of the document is legally binding.

Effective from 1. 12. 2026

1. Introduction

This complaints procedure sets out how to exercise rights arising from liability for defects in the NetVit technical-support service provided by Various s. r. o., Tallerova 4, 811 02 Bratislava – Staré Mesto, Company ID (IČO) 57 704 449 (hereinafter the “provider”). It forms part of the T&Cs.

2. What a defect in the service is

A defect is, in particular, a situation in which, during the paid period, the provider:

  • did not reply to a request within the response time of the plan,
  • was not available during the availability hours of the plan,
  • refused a request that falls within the scope of the plan,
  • provided support without professional care.

It is not a defect if the problem could not be resolved remotely for reasons on the side of third-party devices or services and the provider recommended the next steps.

3. How to make a complaint

  1. Make your complaint without undue delay, no later than by the end of the paid period in which the defect occurred, or within 30 days of its end.
  2. Send your complaint by e-mail to podpora@netvit.eu or in writing to the address of the registered office.
  3. In your complaint, state: your name, contact details, variable symbol, the date and a description of the defect, and the solution you propose.
  4. The provider will confirm receipt of your complaint by e-mail without undue delay.

4. Handling of the complaint

  1. The provider will handle the complaint without undue delay, no later than 30 days after it was made.
  2. Depending on the nature of the defect, you are entitled in particular to:
    • free removal of the defect – additional support for the request,
    • a reasonable discount on the price – by refunding part of the payment or extending the period,
    • withdrawal from the contract, if there is a material breach of contract or the defect recurs.
  3. You will receive written information on how your complaint was handled by e-mail. We refund money using the same method you used to pay, within 14 days of the complaint being handled.

5. If you are not satisfied

If you are not satisfied with how your complaint was handled, you may request redress and then use alternative dispute resolution under Article 11 of the T&Cs, or contact Slovenská obchodná inšpekcia (Slovak Trade Inspection), SOI Inspectorate for the Bratislava Region, Bajkalská 21/A, P. O. BOX 5, 820 07 Bratislava.