Cancellation policy
Complaint Procedure
In accordance with the relevant provisions of the Civil Code – Act No. 509/1991 Coll. and Decree of the Ministry of Commerce of the Slovak Republic No. 419/2001 Coll., I hereby issue the following complaint procedure:
To ensure the correct procedure in handling complaints about defects in goods and services sold and provided in Apartments Mlynky***, the following complaint procedure is issued on the basis of Act No. 250/2007 Coll. on Consumer Protection:
Article 1
Right to complain
1. The Client has the option to book services via the online online reservation system available on the www.apartmanymlynky.sk website or offline in the form of a telephone or e-mail reservation.
2. The Client has the right to complain about any deficiencies in the services provided and defects in the purchased goods, including the right to their removal, replacement, supplementation, or to substitute the provision of a new service or a reasonable discount on the agreed price of the paid services or goods.
Article 2
Subject of the complaint
1. The client complains about the quality of food and beverages intended for immediate consumption in the apartment complex immediately upon discovering the deficiency, especially directly with the service worker.
2. If defects in food and beverages intended for immediate consumption relate to quantity and weight, they must be claimed before consumption begins.
3. The Client shall file a complaint about defects in other goods or services primarily in the apartment complex, where the goods or services were purchased immediately or without undue delay, on the basis of a receipt from the electronic cash register, in the case of goods no later than the end of the warranty period. Without submitting a proof of purchase, Apartments Mlynky*** does not have to accept the complaint.
4. Complaints about deficiencies in accommodation can be filed primarily with the reception staff without undue delay. The right to complain about deficiencies in accommodation expires if it has not been exercised no later than 6 months after the provision of the service.
5. When filing a complaint, the Client shall submit all relevant documents on the provision of the service or the acquisition of the goods for which he complains of a defect or deficiency.
Article 3
Procedure for handling a complaint
1. Catering services
(a) Food defects shall be considered irreparable. If there is a defect in food, food or drinks, the client has the right to demand their replacement or a refund of the amount paid, or the provision of a discount.
b) In the event that the correct quality, weight, measure or temperature of food or beverages is not observed, the client has the right to demand free, proper and immediate removal of the defect.
2. Accommodation services - The Client is entitled to request free, proper and timely removal of deficiencies, namely:
a) Replacement of defective or addition of minor room equipment.
b) If it is not possible to remove technical defects in the room assigned to the client (failure of the heating system, weak water pressure, lack of hot water, failure in the electricity input, etc.), and if Apartmány Mlynky*** cannot offer the client other, alternative accommodation, and if the room is provided to the client despite these defects, the client has the right to a discount on the basic price of accommodation by mutual agreement or to withdraw from the contract before the overnight stay and to a refund of the the price paid for the accommodation.
3. The complaint is handled by an authorized employee of Apartmány Mlynky***, who is obliged to examine the complaint and decide on the method of its handling. If it is not possible to settle the complaint by agreement, the authorized employee is obliged to write a record of the complaint with the client. In the record, the client provides the exact designations of the service provided or the purchased goods, the time when the service was provided or the goods were purchased and a description of their shortage.
4. If, when filing a complaint, the client submits to the employee of Apartmány Mlynky*** a written document on the provision of services or the purchase of goods or goods whose defect is claimed, this fact must be explicitly stated in the complaint record.
5. An authorized employee of Apartmány Mlynky*** shall decide on the justification of the complaint of deficiencies specified in Article II immediately, in complex cases no later than within 5 working days.
6. If it is necessary to professionally assess the claimed defect, the deadline for handling the complaint is 30 days.
7. The client will receive a copy of the record of the complaint and the method of its settlement.
8. Cancellation fees for a pre-booked service are specified in the accommodation rules.
Article 4
Client's cooperation in handling complaints
1. The Client is obliged to provide the employee of Apartmány Mlynky*** with the cooperation necessary to settle the complaint, in particular by providing truthful information regarding the service provided or the purchased goods.
2. If the nature of the complaint requires it, the client shall allow the employee of the apartment complex access to the premises provided to him in order to be able to ascertain the legitimacy of the complaint.
Article 5
Final provision
This Complaint Procedure enters into force on 1 January 2018.
Business name: INVESTCOM s.r.o.
Registered office: Račí potok 47, 040 01 Košice
The company is registered in the Commercial Register of the District Court Košice I, Section Sro, Insert No. 35625/V
Company ID: 31584535
Tax ID: 2020428718
VAT ID: SK2020428718
Account number: 2923912656/1100
