Complaints procedure for Motor Vehicle Rental

Article 1 – Introductory Provisions

  1. This Complaints Procedure governs the process for submitting and handling complaints regarding services.
  2. This Complaints Procedure is binding for both the Lessor and the customer (hereinafter referred to as the "Lessee") who is a consumer.

Article 2 – Liability for Defects

  1. The Lessor is obliged to hand over the vehicle to the Lessee in a condition fit for proper use and ensure that the vehicle meets the technical requirements stipulated by legal regulations.
  2. The Lessor is liable for defects the vehicle has at the time of handover to the Lessee, as well as for defects that occur during the rental period (unless caused by the Lessee or a third party).
  3. The Lessor is not liable for defects and malfunctions that:
    • were caused by the Lessee or a third party (e.g., improper use, filling the wrong fuel, a traffic accident caused by the Lessee),
    • were known to the Lessee at the time of vehicle handover and for which a discount was provided (e.g., visual damage).

Article 3 – Submitting a Complaint

  1. The Lessee is obliged to submit a complaint (notification of a vehicle defect) without undue delay after discovering the defect. In case of a technical malfunction during operation, the Lessee is obliged to immediately contact the Lessor and follow their instructions to prevent further damage.
  2. A complaint may be submitted by the Lessee:
    • In writing to the address of the Lessor's registered office.
    • Electronically via email: info@auto-pozicovna-kosice.sk
  3. When submitting a complaint, the Lessee is obliged to present the rental document (agreement) and clearly describe the defect (how it manifests itself).

Article 4 – Handling of Complaints and Lessee’s Rights

  1. The Lessor or an authorized employee shall determine the method of handling the complaint immediately, or in complex cases, within 3 business days.
  2. The processing of a complaint shall not take longer than 30 days from the date the complaint was submitted.
  3. If the complaint is justified, the Lessee has the right to:
    • a) Remedying the defect: If it is a remediable defect (e.g., bulb replacement, fluid top-up), the Lessor shall rectify it free of charge and without undue delay.
    • b) Replacement vehicle: If the defect prevents the proper use of the vehicle (vehicle is non-operational), the Lessor shall provide the Lessee with a replacement vehicle of the same or higher category, if available.
    • c) Discount on the rental price: If the defect does not prevent the use of the vehicle but reduces comfort (e.g., non-functional air conditioning, radio, or electric windows), the Lessee has the right to a reasonable discount on the rental price for the days the defect was recorded.
    • d) Refund: If the Lessor cannot provide a replacement vehicle and the vehicle is non-operational (not due to the Lessee's fault), the Lessor shall refund the Lessee a proportional part of the rental fee for the unused rental days.

Article 5 – Alternative Dispute Resolution (ADR)

  1. If the Lessee is not satisfied with the way the complaint was handled, they have the right to contact the Lessor with a request for remedy.
  2. If the Lessor refuses the request or does not respond within 30 days, the Lessee has the right to submit a proposal for the initiation of alternative dispute resolution to an ADR entity (e.g., the Slovak Trade Inspection) via the ODR platform: https://ec.europa.eu/consumers/odr/.

Article 6 – Final Provisions

  1. This Complaints Procedure shall become valid and effective as of January 1, 2026.
  2. The Complaints Procedure is available at the Lessor's registered office and on their website.