Complaints and Withdrawal Policy

Introductory Provisions

1.1 This complaint policy regulates the conditions for exercising User's rights from defective performance and the procedure for withdrawing from a contract concluded remotely through a web application for providing a digital service – generation and download of educational materials (hereinafter the "Service").

1.2 The service provider is:
Vojtěch Beil
Business ID: 05388627
Address: Králec 11, 788 20 Dolní Studénky
(hereinafter the "Provider").

1.3 The User acknowledges that the Service is provided digitally immediately after payment of the subscription.

Rights from Defective Performance (Complaints)

2.1 The User has the right to file a complaint if:
- the Service is not accessible or does not function in a way that fundamentally prevents its use,
- content generation repeatedly fails due to a fault on the Provider's side,
- the user account does not correspond to the paid scope of the Service.

2.2 Complaints can be filed in writing by sending an email to the Provider's address.

2.3 The complaint must include:
- User's identification,
- description of the defect or problem,
- date when the problem occurred,
- any accompanying documentation (e.g., screenshot).

2.4 The Provider will confirm receipt of the complaint without undue delay, no later than within 3 business days. The complaint will be resolved no later than within 30 days, unless the Provider and User agree otherwise.

2.5 If the complaint is recognized as legitimate, the User is entitled to, in particular:
- removal of the Service defect,
- appropriate discount on the price, or
- refund of a proportionate part of the subscription price for the period when the Service was not functional.

Complaint Resolution Method

3.1 The Provider will inform the User about the method of complaint resolution by email.

3.2 If it is not possible to remove the defect within a reasonable time, the User may be offered:
- extension of the subscription for free,
- refund of the corresponding part of the payment.

3.3 If the User disagrees with the complaint resolution, they can contact the Czech Trade Inspection or another relevant consumer protection authority.

Withdrawal from the Contract by the Consumer

4.1 The User who is a consumer has the right to withdraw from the contract within 14 days from the conclusion of the contract, if they have not yet started using the Service.

4.2 If the User starts using the Service (e.g., generates material, downloads PDF file, etc.), they acknowledge that according to § 1837 letter l) of the Civil Code, they lose the right to withdraw from the contract.

4.3 Withdrawal can be exercised in writing by sending a notice to the Provider's email address or through the customer account.

4.4 In the case of valid withdrawal, the paid amount will be refunded to the User without undue delay, no later than within 14 days from the delivery of the notice.

Withdrawal from the Contract by the Provider

5.1 The Provider is entitled to withdraw from the contract, especially in case of:
- serious breach of terms and conditions by the User,
- misuse of the Service, attempts to circumvent licensing rules or security measures,
- non-payment of the subscription.

5.2 In such a case, the Provider has the right to block access to the Service and terminate the contract.

Common Provisions

6.1 Complaints and withdrawal from the contract are governed by applicable legal regulations of the Czech Republic, especially:
- Act No. 89/2012 Coll., Civil Code,
- Act No. 634/1992 Coll., on Consumer Protection.

6.2 The supervisory authority is:
Czech Trade Inspection (ČOI)
www.coi.gov.cz

6.3 Alternative dispute resolution is possible through ČOI.

Contact Information

Email: info@pomuckar.cz

Effectiveness

This complaint policy and the rules for withdrawal from the contract enter into force on January 1, 2026.