Complaints procedure

This complaints procedure governs the conditions and process for exercising rights arising from liability for defects in services provided by REWIN reality, s.r.o., with its registered seat at Bajkalská 2C, 831 04 Bratislava, ID No.: 51 305 607 (hereinafter the “provider”).

This complaints procedure has been issued in accordance with Act No. 250/2007 Coll. on Consumer Protection, Act No. 40/1964 Coll. of the Civil Code and Act No. 391/2015 Coll. on the Alternative Resolution of Consumer Disputes, as in force.

The provider provides real estate brokerage services, in particular the brokerage of sale, purchase and rental of properties and related advisory services including financing (hereinafter the “services”).

The customer is a natural or legal person who has entered into a contract for the provision of services with the provider (hereinafter the “client”).

The provider is responsible for ensuring that the service has been provided properly, in the agreed scope and quality, in accordance with the contract and generally binding legal regulations.

A defect in the service shall be deemed to be in particular:

• failure to provide the agreed service or part thereof,
• provision of the service contrary to the contractual terms,
• provision of incorrect or incomplete information about the property, its legal status, encumbrances or easements,
• breach of agreed deadlines or procedures,
• errors in the contractual documentation caused by the provider.

The following shall not be deemed a defect in the service, in particular:

• unsuccessful brokerage for reasons attributable to third parties,
• changes in the market value of the property,
• a bank’s decision not to approve financing,
• defects in the property itself, for which the owner or seller is responsible,
• the client’s subjective dissatisfaction with the outcome, where the services have been duly provided in the agreed scope.

The client has the right to file a complaint without undue delay after becoming aware of a defect in the service provided. A complaint may be filed:

• in writing to the provider’s registered seat: Bajkalská 2C, 831 04 Bratislava,
• by email to: reality@rewin.sk,
• in person at the provider’s premises at Plynárenská 7/C, 821 09 Bratislava.

A complaint must contain:

• the client’s identification data (first name, surname, address, contact details),
• designation of the contract or service provided,
• a description of the defect complained of,
• the requested method of resolving the complaint.

The provider shall issue the client with a confirmation of receipt of the complaint, stating the date of receipt, the content of the complaint and the requested method of resolution (Section 18 (5) of Act No. 250/2007 Coll.).

The provider is required to resolve the complaint within 30 calendar days from the date on which it was filed (Section 18 (4) of Act No. 250/2007 Coll.).

Upon the expiry of the time limit for resolving the complaint, the client has the right to withdraw from the contract or the right to a reasonable discount on the price of the service.

The client shall be informed of the outcome of the complaint in the same manner in which it was filed, or in another agreed manner. The provider shall issue the client with a document confirming the resolution of the complaint.

A complaint may be resolved in the following ways:

• remedying the defect — by repeated or supplementary provision of the service,
• a reasonable discount on the price of the service,
• refund of part or all of the consideration paid for the service,
• rejection of the complaint with written reasons.

If the provider rejects the complaint, it is required to inform the client in writing of the reasons for the rejection.

The client has the right to address the provider with a request for redress if they are not satisfied with the manner in which the complaint has been resolved or if they consider that the provider has violated their rights (Section 11 (1) of Act No. 391/2015 Coll.).

If the provider responds to the request in the negative or does not respond to it within 30 days, the client has the right to submit a request to initiate alternative dispute resolution with an ADR entity under Act No. 391/2015 Coll.

To submit a request for alternative dispute resolution, the client may also use the online dispute resolution platform (ODR) at: https://ec.europa.eu/consumers/odr

The provider keeps records of complaints in accordance with Section 18 (6) of Act No. 250/2007 Coll. The records contain the date of filing, the subject matter, the requested method of resolution, and the date and manner of resolution of the complaint.

This complaints procedure becomes valid and effective on the date of its publication on the provider’s website.

The provider reserves the right to amend the complaints procedure. The current version is at all times available on the provider’s website and at its premises.

Matters not governed by this complaints procedure shall be governed by the relevant provisions of Act No. 40/1964 Coll. of the Civil Code, Act No. 250/2007 Coll. on Consumer Protection and other generally binding legal regulations of the Slovak Republic, as in force.