1. This document regulates the procedure for asserting and processing advertising services provided through the Wantend.com portal. It is issued in accordance with Sections 13 and 19 of Act No. 634/1992 Coll., on Consumer Protection, as amended.
2. The provisions of this Complaints Policy supplement the general terms and conditions of the Provider and are therefore governed by the rules contained therein.
1. A Consumer is any user of the Wantend.com portal who uses the offered service within the platform and is not acting within the scope of their profession (within the meaning of Section 419 of Act No. 89/2012 Coll., the Civil Code).
2. The Provider, and simultaneously the entity responsible for processing and handling complaints, is the company WaibCorp s.r.o., ID No. 08409081, acting pursuant to Section 420 et seq. of the Civil Code.
3. A Complaint refers to the assertion of the Consumer’s right against the Provider, aimed at rectifying deficiencies in the provision of the offered services.
1. The Consumer may submit a complaint using a dedicated advertising complaint form, which is available on the Provider’s official website.
2. Due to operational and technical reasons, it is not possible to submit complaints through other means (e.g. by sending a message via the user account or a standard email).
3. The form must include a detailed description of what the Consumer considers to be insufficient or defective in the service provided. The complaint should also be accompanied by appropriate evidence of the defect (e.g. a screenshot, video recording, or other form of proof).
4. To verify identity and prevent misuse, the Consumer is required to provide their full name, contact email, and phone number when submitting a complaint.
5. The complaint will be processed by the Provider no later than 30 days from the date of its receipt. The outcome may be as follows:
5.1. full acceptance of the complaint request,
5.2. partial acceptance with an explanation of the extent of compensation,
5.3. complete rejection of the complaint.
6. Repeated complaints regarding the same issue are not accepted. The Provider reserves the right not to respond to further submissions of the same type of complaint.
7. In order for a complaint to be acknowledged, it must be submitted without undue delay, and no later than 48 hours after the purchase. If this period is exceeded, the complaint may not be accepted, and the Consumer may not be entitled to any compensation.
1. If the Consumer disagrees with the outcome of the complaint, they may appeal the decision. Appeals must be submitted exclusively via email to the Provider’s legal department.
2. The appeal must include:
2.1. the identification number of the original complaint, the date it was submitted, and the result,
2.2. a statement of disagreement with the resolution,
2.3. a proposed way the situation should be resolved according to the Consumer.
3. The legal department will respond to the appeal no later than 30 days after its submission, and its opinion is final. No further remedy is available against this decision.
1. The competent authority for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (ČOI), in accordance with applicable legal regulations.
1. This Complaints Policy shall take effect on 1 February 2025.
2. The Provider reserves the right to modify or update this Complaints Policy at any time.
3. In case of discrepancies between different language versions, the Czech version of this document shall prevail.
