COMPLAINTS PROCEDURE for Motor Vehicle Rental

Article 1 – Introductory Provisions

  1. This Complaints Procedure regulates the process for filing and handling complaints regarding services provided by the company:
    • Trade Name: CARDOT s.r.o.
    • Registered Seat/Place of Business: Stará prešovská 1741/10, 040 01 Košice, Slovakia
    • ID No. (IČO): 50020269
    • (hereinafter referred to as the “Lessor”).
  2. This Complaints Procedure is binding for both the Lessor and the customer (hereinafter referred to as the “Lessee”), who is a consumer.

Article 2 – Liability for Defects

  1. The Lessor is obliged to hand over the vehicle to the Lessee in a condition suitable for proper use and ensure the vehicle meets technical requirements established by legal regulations.
  2. The Lessor is liable for defects the vehicle has at the time of handover to the Lessee, as well as for defects that occur during the lease term (unless caused by the Lessee).
  3. The Lessor is not liable for defects and malfunctions which:
    • were caused by the Lessee or a third party (e.g., by improper use, refueling with incorrect fuel, a traffic accident caused by the Lessee),
    • were known to the Lessee upon takeover of the vehicle and a discount was granted for them (e.g., visual damage).

Article 3 – Filing a Complaint

  1. The Lessee is obliged to file a complaint (notification of vehicle defect) without undue delay after discovering the defect. In the case of a technical breakdown while driving, the Lessee is obliged to immediately contact the Lessor and follow their instructions to prevent further damage.
  2. The Lessee may file a complaint:
    • In person at the Lessor’s premises.
    • In writing to the address of the Lessor’s registered seat.
    • Electronically via e-mail: info@cardot.sk
  3. When filing a complaint, the Lessee is obliged to present the rental document (contract) and clearly describe the defect (how it manifests).

Article 4 – Handling of Complaints and Lessee Claims

  1. The Lessor or an employee authorized by them shall determine the method of handling the complaint immediately, or within 3 business days in complex cases.
  2. Handling of the complaint must not take longer than 30 days from the date the complaint was filed.
  3. If the complaint is justified, the Lessee has the right to:
    • a) Remedy of the defect: In the case of a defect that can be remedied (e.g., bulb replacement, topping up fluids), the Lessor shall remedy it free of charge and without undue delay.
    • b) Replacement vehicle: If the defect prevents proper use of the vehicle (immobile vehicle), the Lessor shall provide the Lessee with a replacement vehicle of the same or higher category, if available.
    • c) Discount on the rental price: If the defect does not prevent the use of the vehicle but reduces comfort (e.g., non-functional air conditioning, non-functional radio, window winding), the Lessee has the right to a reasonable discount on the rental price for the days the defect was registered.
    • d) Refund: If the Lessor cannot provide a replacement vehicle and the vehicle is immobile (not through the fault of the Lessee), the Lessor shall refund the Lessee a proportionate part of the rent for the unused days of the rental.

Article 5 – Alternative Dispute Resolution (ADR)

  1. If the Lessee is not satisfied with the method of handling the complaint, they have the right to contact the Lessor with a request for redress.
  2. If the Lessor responds negatively to the request or fails to respond within 30 days, the Lessee has the right to submit a proposal for the commencement of alternative dispute resolution to an ADR entity (e.g., the Slovak Trade Inspection) via the ODR platform: https://ec.europa.eu/consumers/odr/.

Article 6 – Final Provisions

  1. This Complaints Procedure becomes valid and effective on January 1, 2025.
  2. The Complaints Procedure is available at the Lessor’s registered seat and on their website.