1 · Scope
This complaints policy governs filing and settling complaints about services that businesses provide to subscribers under a subscription or gift voucher concluded on the SUBVY platform. It forms part of the terms and conditions. The platform is operated by SUBVY s.r.o., registered office Komunardů 32, 170 00 Prague 7, Czech Republic, company ID 12345678.
The business providing the service is liable for its defects. SUBVY accepts and handles complaints as an intermediary together with the business, so that the subscriber does not have to deal with the complaint elsewhere.
2 · How to file a complaint
In the app: in the subscription details choose "File a complaint", select what the complaint is about (a visit, a booking, a payment or other), when it happened, describe the problem and state the remedy you request. You can attach up to 3 photos.
By e-mail: write to podpora@subvy.cz with the same details and your account e-mail. We record the complaint in the app, confirm receipt by e-mail and settle it within the same deadlines as a complaint filed in the app; the deadlines run from the day the e-mail arrived. You can then follow it in the app too. You can also complain this way about the purchase of a gift voucher that nobody has redeemed yet.
It is best to file a complaint without undue delay after you find the defect. Rights arising from defective performance are governed by the Czech Civil Code.
3 · Confirmation of receipt
We confirm receipt of a complaint filed in the app right away by e-mail and in the app, and of a complaint filed by e-mail once we record it in the app. The confirmation contains the complaint number, the filing date, what the complaint is about, the description and requested remedy, and the deadlines. Please keep the confirmation.
4 · Procedure and deadlines
We pass the complaint to the business, which responds within 5 business days. It may uphold it right away or explain why it disagrees.
If the business disagrees or does not respond in time, SUBVY assesses the complaint based on evidence from the platform (usage, bookings, payments, messages, photos) and the statements of both parties.
The complaint is settled within 30 days of filing at the latest, unless you agree with the business on a longer period. If the period ends on a Saturday, Sunday or public holiday, it ends on the next business day.
During the complaint you can message the business and SUBVY directly in the complaint. You can withdraw the complaint at any time before it is settled.
5 · Possible outcomes
Refund: all or part of the payment is refunded to the card used for the payment, usually within 5 to 10 business days. For a subscription from a gift voucher, the money is refunded to the voucher's buyer.
Replacement service: for example a replacement appointment, or returning the visit in the complaint to the subscription entitlement.
Other remedy: for example an apology and an adjustment of the service you agree on.
Rejection: if the complaint is not justified, you receive written reasons.
We notify you by email and in the app of the date and resolution. Refunds are paid from the business’s Stripe account. For an upheld service complaint, SUBVY commission is retained and the business bears Stripe fees.
6 · If you disagree with the settlement
If we reject the complaint and you disagree with the reasons, you can ask once for a review within 14 days of the rejection (in the app in the complaint details, or by replying to the e-mail for a complaint filed by e-mail). SUBVY will then assess the complaint again and decide within 30 days of the request. As a consumer, you can turn to the Czech Trade Inspection Authority, which resolves consumer disputes out of court (adr.coi.cz). You also have the right to go to court.
We recommend disputing a payment at the bank only after a complaint; a bank dispute takes longer and the subscription ends after a lost dispute.
7 · Complaints and withdrawal
A complaint is not a withdrawal from the contract. If you want to withdraw within 14 days of concluding the contract, use "Withdraw from the contract" in the subscription details (article B4 of the terms and conditions).