1. Scope of Application

1.1.This Complaints Procedure governs the complaint process between SVCK s.r.o. (which may be represented by the company's contractual dealers, hereinafter referred to as the “supplier”) and the end customer (hereinafter referred to as the “customer”). The procedure is governed by §18 para. 1 of Act No. 250/2007 on Consumer Protection, Civil Code No. 401/1964 Coll., Commercial Code – Act No. 513/1991 Coll. (all as amended), and other generally binding regulations of the Slovak Republic. Complaints are handled during business hours at the branch where the service was provided. Complaints can also be handled by customer service at info@365cars.sk or by phone at +421 911 137 025.

1.2This Complaints Procedure applies to all services provided by the supplier to the customer.

2. Proof of Service (Car Rental)

2.1The supplier is obliged to issue the customer a proof of service, which must include:

a) Company name, ID number, and registered office of the supplier,

b) Address of the branch,

c) Date of service delivery,

d) Service identification,

e) Service price and the total amount paid by the customer.

2.2For services with deferred delivery, the proof must include the place, date, and time of delivery.

3. Complaint Process

3.1The supplier is obliged to inform the customer properly about the complaint process, including where the complaint can be submitted.

3.2Complaints must be accepted at the AVIS Prestige branch where it is possible, considering the nature of the service and contractual terms (included in every car rental agreement or published on the supplier’s website). Each customer should familiarize themselves with these conditions by the time of signing the rental agreement to avoid misunderstandings.

3.3The supplier or an authorized employee/representative is obliged to handle the complaint immediately; if not possible due to complexity, it must be resolved within 30 days. This deadline does not include the time required for expert evaluation. After 30 days, the defect is treated as if it cannot be remedied.

3.4When lodging a complaint, the supplier must issue the customer a confirmation of receipt.

3.5The supplier must issue a written confirmation of the complaint resolution within 30 days of lodging the complaint.

3.6The supplier must maintain a complaint log, which must be presented upon request to the supervisory authority. This log must include the date the complaint was submitted, how and when it was resolved.

4. Filing a Complaint

The customer’s rights regarding service defects may be exercised during the provision of the service (car rental), but no later than three working days after the service period ends.

5. Complaint Handling Procedure

5.1When filing a complaint, the customer must provide the following:

– Proof of service (rental contract),

– Written description of all defects,

– Proposed resolution,

– Proposal for damage compensation.

5.2The supplier shall issue the customer a receipt of the complaint. It must include:

– Date of the complaint submission,

– Description of the defects,

– Proposed solution by the customer.

This information may be included in the customer's written complaint.

5.3A complaint may be submitted whenever the provided service did not fulfill its purpose (e.g., car rental not executed), or defects occurred during its provision.

6. Decision on Complaint Resolution

Based on a qualified assessment of the defect, an authorized employee will decide how the complaint will be handled.

7. Complaint Resolution

7.1The complaint resolution must be completed within 30 days, provided all conditions of this procedure are met.

7.2Incomplete or incorrectly submitted complaints may be rejected and returned for completion in accordance with STN ISO 10002. Such rejection does not interrupt the resolution period, which is paused until the complaint is resubmitted correctly.

7.3Complaints may be resolved through a service discount, refund, or rejection by the supplier. Complaints at the supplier’s contractual dealers may be filed under § 436 et seq. of the Commercial Code.

7.4If the customer's complaint does not meet the requirements, it will still be resolved in accordance with this procedure and the applicable laws, ensuring the customer’s legal rights are not affected.

7.5A complaint will not be accepted if the supplier can reliably prove that the defect was not their fault and was caused by unforeseeable circumstances beyond their control.

7.6In the case of an unjustified complaint, the supplier may charge the customer the costs associated with handling the complaint.