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Complaints procedures (liability for defects, warranty, claims)

5.1.     The seller is liable for any defects in services and the purchaser is obliged to immediately inform and submit a  claim to the seller under these General Terms and Conditions.

5.2.     If any services or goods are not provided properly or are defective, the purchaser has the right to claim by completing a claim form and delivering it to the seller. The purchaser  is also obliged to highlight  the type and extent of the defects of the goods in the form.

5.3.     The purchaser is also obliged to submit any such claim as in 5.2 above without delay and immediately after the services have been provided. In a case where the services have not been provided at all, then from the date when they should have been provided.

5.4.     The commencement of the complaint procedure is the date of submission of the claim. On the date of receipt of the complaint from the purchaser, the seller shall issue proof of its receipt in an appropriate form.

5.5.     Due to the nature of the services provided, the seller may either replace, offer alternative services, or discounts on the original purchase price. In cases where the problem cannot be solved in this way, then the purchaser is entitled to a full refund of the purchase price.

5.6.     The seller is obliged to provide a written reply to the claim  for defective services to the purchaser within 30 days from the date of submission.

5.7.     The complaint refers only to defects stated in the original claim form.