Bosen Group s.r.o.
821 03 Bratislava
IČO: 50 332 309
IČ DPH: SK2120303317
/ P (hereinafter referred to as " "RK") issued pursuant to Act no. 250/2007 Coll. on consumer protection.
The Complaint Procedure Rules governs the conditions, manner and place of complaints, as well as the mutual rights and obligations of the Realtor and the client in the complaint proceedings. Each client (hereinafter referred to as the "consumer") has the right to apply to the RK a complaint about the service provided. The consumer can make a claim in any RK office or at the Real Estate office or in writing at: Bosen Group, s.r.o., Chlumeckého 5, 82103 Bratislava
The term "claim" means the exercise of a consumer's right to verify the accuracy, quality or extent of the service provided and / or the liability for defects in the services of the Realtor. The complaint is not a consumer's complaint that relates to a non-fulfillment or defective performance of a third party's obligations, a consumer's incentive to improve the services of the Realtor, or another application that is not a service or activity of the Realtor.
The consumer has the right to claim the right under Sections 622 and 623 of the Civil Code. The rights and obligations of the consumer related to the application and equipment of the claim are regulated by § 18 et seq. of Act no. 250/2007 Z.z. on consumer protection. The consumer decides on the application of the complaint which of the rights he / she claims under § 622 and § 623 of the Civil Code.
The consumer is obligated to attach to the claim all the documents and evidence that prove his claims. Based on a consumer's decision, the real estate agency will determine the way the claim will be settled, without delay, in complex cases no later than 3 working days after the date of the claim. In justified cases, especially if a complex professional assessment of the quality or scope of the service provided is required, it will determine how it will be provided within 30 days of the date of the claim. After determining how the claim is handled, the claim will be rectified immediately, and in justified cases, the complaint may be reclaimed later, and the complaint will take up to 30 days from the date of the claim. After expiration of the deadline for complaint handling, the consumer has the right to withdraw from the contract.
Claiming a complaint means terminating a claim by remedying a lack of service or a part of the service, by paying a reasonable rebate. If the claim is unjustified, the Realtor will reject the claim. The real estate agency bears the costs associated with handling the claim. This does not affect the claim of the RK to compensate for the demonstrably incurred costs related to the handling of an unjustified claim.
The RK makes a confirmation to the consumer when applying the complaint. If a complaint is claimed by means of remote communication (e-mail), the GC will promptly acknowledge receipt of the claim to the consumer. If the claim confirmation can not be delivered immediately, it will be delivered without undue delay, but at the latest with the proof of the claim.
The RK on the equipment of the complaint shall issue a written document within 30 days from the day of filing the complaint.
The consumer has the right to apply to the Registry (eg by email to firstname.lastname@example.org) with a request for redress if he / she is not satisfied with the manner in which the Real Estate Office has reclaimed his claim or if he / she believes the RK has violated his / her rights. If the RK responds to, or fails to respond to, this request within 30 days of its dispatch, the consumer has the right to file a petition for alternative dispute resolution of an ADR entity under Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution for consumer disputes.
The Slovak Commercial Inspection is the relevant body for alternative dispute resolution for consumer disputes, which can be submitted by the consumer at the following address: Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Consumer Dispute Resolution, Prievozská 32, p. p. 29, 827 99 Bratislava 27 or electronically at: email@example.com, firstname.lastname@example.org.
Other entities eligible for alternative dispute resolution for consumer disputes are listed on the on-line list of entities: http://www.economy.gov.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov
The client (consumer) of the RK may use the online dispute resolution platform available on this address to submit a proposal for an alternative consumer dispute settlement https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=SK