Complaints

When to file a complaint

If a photo upload fails when filing, the complaint remains filed. Its detail shows a warning and lets you add the missing photos. Do not file a second complaint for this reason.

File a complaint when the service did not go as it should: a problem with a use, a booking, a payment or something else. The business is responsible for the service. SUBVY accepts the complaint, passes it on to the business and oversees how it is handled, so you do not have to deal with it elsewhere.

• You can file a complaint about a paid subscription and a gift subscription from a voucher. You cannot file a complaint about an unfinished order.
• You can have at most 3 open complaints about one subscription at a time.
• A complaint is not a withdrawal from the contract. If you want to withdraw within the first 14 days, see Cancellation and withdrawal.

How to file a complaint

1. Open the detail of the subscription the complaint concerns and click File a complaint.
2. Under What the complaint is about, choose a visit, a booking, a payment or other, and, if applicable, the specific item.
3. Fill in When it happened and a description: what happened and what is wrong (at least 20 characters).
4. Under What remedy you are asking for, choose Refund, Replacement service or Other remedy.
5. You can attach up to 3 photos (JPEG, PNG or WebP, each up to 3 MB).
6. Click File the complaint.

We confirm receipt right away by email and in the app. The confirmation includes the complaint number, its content, the requested remedy and the deadlines. You will then find all your complaints in Complaints.

Deadlines

• The business responds to the complaint within 5 working days. It can uphold it right away or write why it disagrees.
• If the business disagrees or does not respond in time, SUBVY assesses the complaint.
• The complaint will be settled no later than 30 days after it was filed, unless you agree with the business on a longer period.

You can see the exact dates of both deadlines in the complaint detail under Deadlines.

Progress and statuses of a complaint

• Waiting for business: the complaint is with the business and waiting for its response.
• SUBVY assessing: the business disagreed or did not respond in time, and SUBVY decides.
• Upheld: the complaint has been settled in your favor.
• Rejected: the complaint was not accepted; you will find the reasons in the detail.
• Withdrawn: you have withdrawn the complaint.

In the complaint detail, you can write to the business and to SUBVY under Messages. You can add photos while the complaint is waiting for the business. Until it is settled, you can withdraw it with the Withdraw the complaint button.

How a complaint can turn out

• Refund: all or part of the payment goes back to the card you paid with, usually within 5–10 working days. For a subscription from a gift voucher, the money goes to the buyer of the voucher.
• Replacement service: for example a replacement appointment, or returning the disputed use back to your entitlement.
• Other remedy: for example an apology and an adjustment of the service that you agree on with the business.
• Rejection: if the complaint is not justified, you get a written explanation.

We inform you about the outcome by email and in the app.

Asking for a review of a rejected complaint

If we reject your complaint and you disagree with the reasons, you can ask for a review once, within 14 days of the rejection.

1. In the detail of the rejected complaint, click Ask for a review.
2. Write what you disagree with in the reasons and why (at least 20 characters).
3. Confirm with Send request. SUBVY assesses the complaint again and decides within 30 days of the request.

As a consumer, you can also turn to the Czech Trade Inspection Authority, which resolves consumer disputes out of court, or to a court. Details are in the complaints policy.