Complaints Policy

of Bohdal – RAJ, s.r.o. with registered office: Limbová 1A,
831 01 Bratislava, ID: 53 254 101,

registered in the Commercial Register of the District Court in Bratislava, Sro, insert no.: 149877/B.

The complaints procedure specifies the procedure of the buyer-consumer (hereinafter also referred to as “buyer” or also as “guest” or also as “consumer”) and Bohdal – RAJ, s.r.o. (hereinafter referred to as the “seller”) in the event that, despite the seller’s best efforts to maintain the high quality of the services/goods/products offered, the consumer has a legitimate reason to claim liability for defects in the services and products sold.

If the consumer believes that the service / goods / product was not provided in the agreed time, scope or quality, the seller gives the opportunity to file a complaint. Complaints are a motivational tool for the seller to improve the quality of the services/goods/products provided. This complaint procedure regulates the procedures and activities for the application of complaints (hereinafter referred to as “complaint procedure”).

Introductory provisions

Complaints can be submitted in writing or orally. By making a complaint, the consumer asserts responsibility towards the seller for defects in the service/goods/product provided, non-compliance with obligations arising for the seller from the General Terms and Conditions or from the contract.

If it is a defect that can be removed, the buyer has the right to have it removed free of charge, on time and properly. The seller is obliged to remove the defect without undue delay.

Instead of removing the defect, the buyer can demand the replacement of the item, or if the defect concerns only a part of the item, the replacement of the part, if this does not result in disproportionate costs for the seller considering the price of the goods or the severity of the defect.

If it is a defect that cannot be removed and which prevents the item from being properly used as a defect-free item, the buyer has the right to exchange the item or withdraw from the contract. The same rights belong to the buyer if the defects can be removed, but if the buyer cannot properly use the item due to the reappearance of the defect after repair or due to a larger number of defects.

If there are other irreparable defects, the buyer has the right to a reasonable discount from the price of the item.

Liability for defects

The seller is responsible for defects in the goods that the sold goods have when the buyer takes over the goods and for defects that occur after taking over the goods during the warranty period. The warranty period is in accordance with § 620 of Act no. 40/1964 Coll. Civil Code, 24 months, unless a different warranty period is specified for specific cases.

The buyer is obliged to file a claim with the seller without delay in accordance with the valid claims procedure.

The handling of complaints is subject to the valid Complaints Regulations published on the seller’s website www.rajzdravia.sk. The buyer was properly informed about the conditions and method of complaining about the goods, including information on where the complaint can be made, and about the performance of warranty repairs in accordance with clause § 18 par. 1 of the Consumer Protection Act.

This complaint procedure applies to goods purchased by a buyer who is a consumer from the seller, namely on the seller’s e-commerce website.

Warranty periods start from the date of receipt of the goods by the buyer.

The time from the exercise of the right from liability for defects to the time when the buyer was obliged to take over the goods after the repair is completed is not included in the warranty period. If the goods are exchanged, the warranty period starts again from the receipt of the new goods.

Rights from liability for product defects for which the warranty period applies will expire if they have not been exercised within the warranty period.

The buyer acknowledges the fact that if gifts are provided together with the goods, it is not possible to exercise the right from defects in the goods for such a gift. If the gift has defects of which the seller is aware, he is obliged to notify the buyer of these defects.

Filing a complaint

In the event that the consumer asserts his right to a complaint, he is obliged to do so immediately after discovering a defect in the goods / service / product, directly at the reception in the RAJ zdravia operation (hereinafter referred to as “operation”) with the responsible employee, entrusted with receiving the complaint ( receptionist), possibly through electronic means of remote communication. Complaints are submitted in person using the standardized Complaints Protocol, which is available at the reception of the establishment, or in writing to the address of the seller’s registered office. The consumer has the right to complain about a defect in the service/goods/product provided only in his own name or through a third party on the basis of a written power of attorney by which the consumer authorizes the third party to make a claim.

Complaints can also be made by electronic means of long-distance communication, provided that the buyer delivers the goods with all components and accessories to the address of the seller’s registered office no later than 30 days from the date of making the complaint. In this case, the deadline for processing the claim starts from the day the seller takes over the object of the claim.

Deficiencies in the area of provided catering services (meals and drinks) intended for immediate consumption are reported by the consumer orally to the person who delivers the food and/or drinks, or by telephone or e-mail to the seller.

If the correct quality, weight, measure or price is not observed, the consumer has the right to request free, proper and timely removal of the given error. Deficiencies related to the quality of food and beverages intended for immediate consumption must be reported by the consumer directly to the seller immediately upon discovery of the deficiency. In the event that the identified deficiencies relate to the amount or weight of food and beverages intended for immediate consumption, the consumer must complain about them before consumption begins. In these cases, the consumer applies the complaint before the first tasting of the food and drinks.

If the consumer discovers a defect in food, meals or drinks, he has the right to exchange the product, provide an adequate discount on the price of the product, or return the amount paid for the product.

In the event of a lack of provided accommodation services, the complaint must be submitted immediately without undue delay to the reception staff of the RAJ zdravia facility. Defects in the small equipment of the room, which can be solved by replacing or supplementing the defective small equipment of the room, are considered to be removable defects of the services provided.

If there is a technical defect in the room assigned to the guest (failure of the heating system, insufficient water pressure, malfunctioning hot water supply, failure of the electricity supply, etc.) that cannot be quickly removed and if the RAJ zdravia device cannot move the guest to another room, and if the room is provided to the guest despite these defects, the guest has the right, upon mutual agreement, to a discount of up to 10% from the basic price of the accommodation, or to withdraw from the contract and to a subsequent refund of the price paid for the accommodation. In the event that, as a result of a unilateral decision by the RAJ zdravia facility, there is a significant change in the accommodation compared to the confirmed accommodation and the guest does not agree to alternative accommodation, the guest has the right to cancel the confirmed order or reserved services or refund of already paid accommodation payment.

Acceptance of the complaint

The employee entrusted with the receipt of the complaint shall record the receipt of the complaint from the consumer in the Complaint Protocol and issue a confirmation of the received complaint to the consumer.

Subject of complaint

The consumer has the right to provide the service/goods/product within the contractually agreed scope, as well as to provide the necessary information regarding its price and product content.

If circumstances arise, the origin, course and consequences of which are not dependent on the activities and procedures of the seller, or circumstances on the part of the consumer, on the basis of which the consumer does not fully or partially use the service / goods / product ordered, paid for and provided by the seller, the consumer is not entitled to reimbursement or a discount from the price of such service / goods / product. The seller is not responsible for damage that was not his fault and was not caused by his suppliers of services / goods, and the damage was caused to the consumer by a third party that is not connected with the provision of services / goods, or an event that could not be prevented even with all efforts, or in due to unusual and unforeseeable circumstances.

Complaint processing

The consumer is obliged to cooperate with the employee entrusted with processing the complaint (reservation manager, executive director, manager on duty) and to provide him with truthful information. The consumer is obliged to submit proof of payment for the claimed service/goods/product.

The employee entrusted with processing the complaint is obliged, after a careful examination, to decide on the method of handling the complaint immediately, in more complex cases within 3 days, but no later than 30 days from the date of application of the complaint.

At the end of the complaint procedure, it is the duty of the employee entrusted with handling the complaint to inform the consumer in writing about the handling of the complaint, no later than 30 days from the date of the complaint, to the consumer’s address.

The seller is obliged to keep records of complaints and present them at the request of the supervisory authority for inspection. The claim record must contain data on the date of the claim, the date and method of processing the claim, and the serial number of the claim claim document.

If, after examining and assessing the complaint, the employee entrusted with handling the complaint considers the complaint to be justified, he will handle the complaint based on the consumer’s decision with one of the following forms of compensation:

removal of a defect in the service/goods/product provided,
exchange of service / goods / product for another,
refund of the full or proportional part of the price of the paid service / goods / product, by providing an adequate discount on the price of the future service provided, but only on the condition that the consumer agrees with this solution.

Instead of removing the defect, the seller can always replace the defective item with a perfect one, or provide a completely new service, if this does not cause serious difficulties for the buyer.

The seller is obliged to issue a written document about handling the claim no later than 30 days from the date of application of the claim, but no later than together with the document about handling the claim, if the deadline for handling it began to run from the day the subject of the claim was taken over by the seller.