This document was translated using artificial intelligence. In case of any discrepancies between the language versions of this 'Complaint Policy,' the 'Complaint Policy' in Czech shall always prevail.
These Complaints Rules (hereinafter referred to as the Complaints Code) govern the conditions for exercising rights from defective performance for the sale of procedures implemented by the company Alžbětiny Lázně, as, with its registered office at Smetanovy sady 1145/1, 360 01 Karlovy Vary, ID number: 26342421, VAT number: CZ26342421, reg. in the OR of the Regional Court in Pilsen, section B, insert 968 (hereinafter referred to as the "Company") with customers (hereinafter referred to as the "Customer"), which are related to the contract concluded between them for the provision of services (procedures) at the Company's cash registers or by electronic remote access.
Obvious defects in the provision of the procedure, which are, for example, the method of performing the procedure, the duration of the procedure, the tools used, the Customer is obliged to complain during the procedure directly to the person performing the procedure so that rectification can be arranged immediately, or to notify the facts immediately after the procedure is performed at the reception desk in writing.
1. Rights from defective performance
1.1. The customer is required to review the "Patient Procedure Schedule" that they will receive when purchasing the procedure. The customer is obliged to report any inconsistencies in the breakdown of procedures immediately to the company's representative - the salesperson. If they do not do so, it is considered that the schedule of procedures is correct and meets the customer's requirements.
1.2. Obvious defects in the provision of the procedure, which are, for example, the method of performing the procedure, the duration of the procedure, the tools used, the Customer is obliged to complain during the procedure directly to the person performing the procedure so that rectification can be arranged immediately, or to notify the facts immediately after the procedure is performed at the reception desk in writing submission.
1.3. If the customer discovers any non-obvious defects in the procedure after it has been provided, he can file a valid complaint in one of the following ways, on the day the procedure is carried out, and if the conditions for making a complaint are met according to Article 3 of this Complaints Code:
a) by written submission to the head of the center or another head of Alžbětiny Lázně a.s.
b) by submitting a written complaint at the sales points of the company Alžbětiny Lázně, a.s.
c) by sending a written complaint to the company's e-mail address or to its mailbox.
2. Warranty period
2.1. Considering the nature of the procedures provided, the company does not provide any guarantee for the quality, function or result of the procedure.
3. Method of making a complaint
3.1. The customer is obliged to file a complaint with the Company without undue delay after discovering a defect, within the specified period in person, by e-mail or by post and, depending on the nature of the complaint, attach photo documentation for faster processing.
3.2. The complaint must be made in such a way that it is clear which services (procedures) and which specific part of it is concerned with a description of the defect in question, its manifestations and the method of its detection. Each complaint must be specific enough to clearly determine the nature of the claimed defect, the circumstances of its discovery and its manifestations.
3.3. When making a complaint, the customer is obliged to state which right he has chosen from defective performance, or from warranty. If he does not do so, then it will be determined by the Company taking into account the nature of the claimed defect.
3.4. The Customer shall send the complaint electronically to the email address info@spa5.cz
3.5. Complaints sent only by electronic mail containing a detailed description of the claimed defect according to paragraph 3.2. will not be not considered a proper application of a claim in accordance with this Complaints Code (due to possible non-delivery due to a failure of servers, software or other outages) if receipt has not been confirmed by the Company within 2 days of dispatch.
3.6. A complaint is not possible and will not be considered accepted or processed if the customer does not present proof of payment of the price.
4. Method of handling the complaint
4.1. The company will deal with the received complaint within a period corresponding to the nature of the defect and the need for communication with the worker providing the services, or with the doctor, but no later than within 30 days from the date of application of the complaint. The customer is informed of the outcome of the complaint processing by e-mail.
4.2. In the event that during the processing of the complaint facts about the claimed defect are discovered, which are the reason for not recognizing the complaint, the company must notify the customer of such fact and reject the complaint, even though it was accepted for processing by its employee.
4.3. The period for processing the complaint is suspended for the period during which the customer did not provide the necessary cooperation, in particular did not provide the required documents or information.
4.4. If the company, on the basis of the opinion of a doctor or other expert, or in justified cases, on the basis of its own discretion, comes to the conclusion that the claimed complaint is justified, it may propose to the customer:
a) either the provision of a replacement procedure, in which case a voucher for the replacement procedure will be sent to the Customer by e-mail;
b) or depending on the nature of the defect, it can provide a reasonable discount on the price of the procedure, or return the entire amount paid for the provision of the procedure.
4.5. A complaint statement is written about the outcome of each complaint, which the company sends to the customer by e-mail.
4.6. In the case of full recognition of the claim and a decision to refund the price of the service, if the claim is not handled in another way, the Customer is obliged to sign the Corrective Tax Document, which will be sent to him by email together with information on the method of handling his claim. The Customer sends the signed corrected tax documents back to the company by e-mail.
4.7. If the complaint is rejected with due justification that the alleged defect that the Customer complains about is not a complaintable defect, and if the Customer nevertheless insists on the applied complaint, the Customer hereby undertakes to compensate the Company for the damage incurred as a result of the costs associated with processing wrongly claimed defects (especially the costs of preparing any expert reports, postage, administrative and court fees, etc.).
5. CANCELLATION FEES for purchased procedures and products:
5.1. Purchased products and procedures are subject to a cancellation fee in the amount of:
a) 10 % (in words ten percent) of the price of the procedure, if the cancellation does not occur on the day of the procedure, or
b) 100 % (in words one hundred percent) of the price of the procedure, if the cancellation occurs on the day of the procedure, unless the doctor recommends the cancellation for serious health reasons.
c) 10 % (in words ten percent) from the price of the pool subscription, if the doctor does not recommend cancellation for health reasons.
5.2. Products and procedures that have lapsed or not been used up, or the provision of which was refused for reasons on the part of the customer, are not replaced.
6. Final Provisions
6.1. The out-of-court settlement of consumer disputes arising from the purchase contract is the responsibility of the Czech Trade Inspection, Inspectorate for the Plzeň and Karlovy Vary Region, with registered office at Houškova 661/33326 00 Plzeň, ID: 00020869, www.coi.cz, email: plzen@coi.cz, databox: DS ID: ytqdz5f.
6.2. This Complaints Code of the company took effect on 05/01/2024.
6.3. The provisions of this Complaints Code can be changed and supplemented based on the company's decision.