Return policy


Article I.

The recitals

  1. To ensure good practice in the application of defects on goods and services are sold and provided in the Pension Osada Liptovská Osada No.325, businesswoman p.Helenou Ferenčíková (hereinafter referred to as “property, caterer services “), gives the following rules for claims under Act no. 250/2007 Z.z. Consumer Protection, as amended,. and Act no. 40/1964 Coll., The Civil Code, as amended

Article II.

Law and place of the claim

  1. The client has the right to provide the services included in the total price and the arrangements for ordering and order confirmation by the acquisition price. If it finds that these services are weaknesses in the quality and range of services provided or inconsistent with an agreed level of service or services presented on the website of property has the right to claim.
  2. The client is obliged to claim in a timely manner without delay so that it can be corrected, if possible, at the very spot.
  3. The client is obliged to exercise the right to remove wrongly provided services immediately after its discovery in the place of residence – in the service provider, so that the claimed deficiency could remove without undue delay. The application of rights complaint, the client is obliged to do so in cooperation with the supplier of services, written record – Complaints Protocol, which shall include:
    1. a. designation of stay – at least the place and date of your stay, if possible, a copy of the order and reservation confirmation
      with the date of its conclusion.
    2. b. identification of the claimant person
    3. c. which the client seeks (eg. free removal of defects, replacement of service, as far as possible according to the nature of service, reasonable price discounts wrongly provided services)
    4. d. signature of the customer and the service provider or competent person

Complaints Protocol serves as a basis to investigate complaints. Be drawn up in duplicate, one client receives a second service caterer. This document serves as the confirmation of the claim. Customer is entitled to exercise the right to complaint and subsequently, but not later than three months after the end of the stay, or in the event that the stay did not take place, the date on which the stay was terminated under the contract. In this case, the client shall claim in writing, stating the same data as in claim protocol and deliver it to the headquarters property. The client is obliged to submit truthful information regarding the complaint drawbacks, by providing services provide synergy in dealing with complaints, mainly to supplement the required facts to provide information and explanations, to submit documents proving the actual status. If the client does not exercise its right to set time limits for complaints, or perform the complaint procedure, his right to make a claim. If the client in whole or in part, does not use ordered, paid for and the accommodation provided services for circumstances that arise course and effect is not dependent on the actions and progress caterer service or to circumstances on the client does not arise for this reason the client the right to complain or entitled to reimbursement or price reduction. Located assumes no liability and does not guarantee the level, quality, scope, cost or damage incurred for services that are not provided to him, but are provided or organized by other entities, the client uses while staying at Hotel .. the property is not liable for damage caused to the client, third party or irreversible event that could not be prevented even with all effort or due to unusual and unforeseeable events. The property is not liable for any delays vehicles due to impaired from passable roads and border crossings, bad weather, or sudden technical failure or a change in the route of the vehicle, for reasons of safety of the transport of passengers.

Article III.

The procedure and handling of complaints

  1. The merits of the complaint decides caterer service or other competent person.
  2. If the claim is filed directly at the place of residence at the caterer service, this entitled the complaint to decide immediately, in complicated cases within three days, provided that the client’s requirements be accepted.
  3. If the complaint can not be fulfilled on the spot itself, the claim is settled at the latest within 30 days from the date of the claim indicating all requested data, unless the client with caterer service agreed a longer period.
  4. Where is the settlement of the claim take longer than 30 days, mainly because of security documents in collaboration with third parties or with other countries, the caterer service of this fact, as well as the status of the investigation of the claim in writing to the client.
  5. About a complaint to the travel agency to inform the client in writing.
  6. In the case of a justified claim, the caterer service committed to free removal of defects, if possible, or to provide adequate discount from the price of the services provided. In case of unjustified complaint, the client will be informed in writing of the reasons for which it considers the property claim as unfounded.

Article IV.

Final provisions

  1. This Complaints Procedure comes into force on 1.1.2013.