IT, online stores and brand protection · Czechia and Slovakia
Complaints procedure
Complaints are where online and physical shops face unhappy customers, and where regulators inspect most frequently. We prepare a complaints procedure under current liability-for-defects rules: deadlines, handling methods, customer rights and a process for your support team. For Slovakia, Czechia or both together.
- Based on the rules effective from 1 July 2024
- Online and physical shops
- Prices agreed upfront
What we'll do for you
We write the procedure around your products and actual processes, rather than a template promising customers more or less than the law provides.
Select an item to see the details.
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Tailored complaints procedure
Customer rights concerning defects, deadlines and procedures for submitting and handling claims under liability-for-defects rules effective from 1 July 2024 and the Consumer Protection Act.
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Claim form
A simple form guiding customers through submitting a claim and giving your support team all necessary information the first time.
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Support team process
Step-by-step instructions for the people handling complaints — deadlines, confirmations and communications — so everyone follows the same procedure.
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Country-specific versions
Slovak, Czech or both legal versions with a consistent process. One round of comments is included; further amendments are agreed upfront.
Deliverablea complaints procedure with a claim form and implementation recommendations
How it works
Does this process fit your matter? Describe it to the attorney →
- Questionnaireday 0
A short questionnaire about products and the complaints process.
- Draft
We prepare the procedure, form and support team process.
- Comments and implementation
We incorporate comments and deliver recommendations on where and how to display the documents.
A complaints procedure has two audiences: customers wanting to know their rights and your support team needing a consistent process. It fails when written for a third audience — nobody, as a downloaded template.
We write procedures under current rules and around how your business actually operates, with Slovak and Czech versions from one firm.
No-obligation enquiry
Ready to start?
Send us an enquiry. We reply within 24 hours with a price confirmation and next steps. The first 30-minute consultation is free and commits you to nothing.
- 1Send your enquiry via this form
- 2Within 24 h you get a price confirmation and plan
- 3We start work only after your approval
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Or email us about this matter.
What clients ask
Didn’t find your question? Ask us directly →
Am I legally required to have a complaints procedure?
A seller must properly inform consumers about the conditions and method of making claims. A complaints procedure is the standard way to fulfil this obligation while giving staff a consistent process. Compliance with the law and reality matters more than the mere existence of a document: a procedure promising less than the law provides is itself a breach.
What changed in complaints from 1 July 2024?
Slovakia substantially restructured consumer law from 1 July 2024. The new Consumer Protection Act (Act No. 108/2024 Z. z.) and Civil Code amendment changed the system of remedies for defective performance, their order and certain deadlines. Older procedures based on the previous rules now mislead customers — precisely what regulators sanction.
How long do we have to handle a claim?
Consumer claims are subject to a statutory handling period; missing it has adverse consequences for the seller. We incorporate it alongside a process that makes compliance realistic, including confirmations the customer must receive when submitting and resolving the claim.
Do the same rules apply to business customers?
No — strict protection belongs to consumers. Liability for defects towards businesses can be arranged much more freely in terms or an agreement. We separate the regimes so business customers do not receive additional consumer rights.
We also sell to Czechia. Is a translation enough?
No. Sales to Czech consumers generally fall under Czech rules, which differ from Slovak law in detail. We prepare both legal versions with a consistent process so support works uniformly while the legal basis fits each country.
Legal Q&A
Common questions on this topic
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How many days do we have to resolve a defect complaint, and what if we miss the deadline?
For goods, the seller must repair or replace the item within a reasonable period not exceeding 30 days after the defect is reported. A longer period is permitted only for an objective reason beyond the seller's control. The same cap applies to the period stated in the defect acknowledgement and to remedying a service defect. If the deadline expires without a remedy, the buyer may seek a proportionate price reduction or withdraw from the contract. The supervisory authority may penalise handling failures regardless of whether the defect actually existed.
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Who owns the copyright in software created for me by a supplier?
An author's economic rights are non-transferable. A program commissioned directly from its author generally falls under the employee-work regime, and the customer exercises the rights unless the parties agree otherwise. Where a company supplies the software, however, the customer does not automatically obtain every entitlement: rights from its employees and subcontractors must be checked, and an appropriate licence or an assignment of the right to exercise economic rights must be agreed. The contract should also address source code, modifications and further licensing.
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How long does a customer have to return goods bought online?
A consumer may withdraw from a distance contract with an online shop within 14 days without giving a reason. For goods, the period starts on receipt. Statutory exceptions include custom-made goods and unsealed goods protected for hygiene reasons. If the seller fails to provide proper withdrawal information, the period extends by up to 12 months.
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The end of duty-free consignments up to EUR 150: online store rules from 1 July 2026
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Bespoke software: source code, SLAs and escrow determine your control
Paying for application development does not mean owning it. Without express terms, copyright law gives customers only narrow rights. The contract determines the rest: rights to the work, source code delivery, measurable SLAs and escrow if the supplier fails.
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