Complaints Policy
Provider: D 3D s.r.o. – Operation Kúria Beckov – Pension***
Beckov 20, 916 38 Beckov
Company ID: 363 275 31 | Tax ID: 2020179997 | VAT ID: SK2020179997
Registered in the Commercial Register: Section Sro, File No. 13662/R
1. General Provisions
1.1 This Complaints Policy governs the procedure for filing complaints regarding services provided by D 3D s.r.o., with its registered office at Beckov 20, 916 38 Beckov, Company ID: 363 275 31, registered in the Commercial Register of the District Court Trenčín, Section Sro, File No. 13662/R (hereinafter referred to as the “Provider”), namely accommodation and related services (hereinafter collectively referred to as “Services”) at Kúria Beckov – Pension***, Beckov 20 (hereinafter referred to as the “Guesthouse”), by clients – natural persons acting as consumers under § 2(a) of Act No. 250/2007 Coll. on Consumer Protection, as amended, in conjunction with § 52(4) of Act No. 40/1964 Coll., Civil Code, as amended (hereinafter referred to as the “Customer”). This policy also applies to complaints regarding goods sold by the Provider to Customers at the Guesthouse.
1.2 Complaints by legal entities and natural persons – entrepreneurs who are not consumers shall be governed by Act No. 513/1991 Coll., Commercial Code, as amended.
1.3 This policy applies to claims arising from defects in accommodation and related services from the start of the Customer’s stay until its end, as well as to the sale of supplementary goods at the Guesthouse.
1.4 In accordance with § 18(1) of the Consumer Protection Act, the Provider hereby duly informs the Customer about the conditions and method of exercising rights arising from liability for defects (hereinafter referred to as “complaint”), including where such complaints may be submitted.
1.5 The provision of services is governed by the relevant provisions of the Civil Code in conjunction with the Consumer Protection Act and other generally binding legal regulations.
1.6 The Customer has the right to be provided with accommodation and related services in the agreed or standard scope, quality, quantity, and time, and/or goods of standard quality.
1.7 A complaint is the assertion of liability for defects in provided services or defects in supplementary goods sold by the Provider at the Pension.
2. Liability for Defects
2.1 The Provider is liable for defects in services at the time of their provision and for defects in goods at the time of their receipt by the Customer.
2.2 For used items, the Provider is not liable for defects caused by use or wear and tear. For goods sold at a reduced price, the Provider is not liable for defects for which the lower price was agreed. Unless the goods are perishable or used, the Provider is liable for defects occurring during the warranty period after receipt.
2.3 Warranty periods are governed by §§ 620 and 621 of the Civil Code for consumers; otherwise, the Commercial Code applies.
2.4 Changes to goods caused by wear and tear, improper use, or unauthorized intervention are not considered defects.
2.5 The Customer is obliged to inspect goods upon receipt and/or services upon provision.
2.6 Obvious defects are those identifiable upon receipt (e.g. quantity discrepancies, damage, poor service quality) and must be reported immediately.
2.7 The Provider is not liable for defects known to the Customer at the time of contract conclusion, unless they concern agreed characteristics. The Provider is also not liable for defects caused by the Customer or resulting from force majeure.
3. Customer’s Right to File a Complaint
3.1 If services are provided in lower quality or scope than agreed or usual, the Customer has the right to file a complaint and may request correction, completion, replacement, provision of a new service, or an appropriate discount.
3.2 Complaints must be submitted without undue delay after discovering the defect – for services no later than the end of the stay, and for goods within the warranty period. Late complaints will not be considered.
3.3 Complaints must be submitted in writing to the Provider’s registered address or electronically via email: info@kuriabeckov.sk. In case of goods complaints, the Customer must send the claimed goods to the address specified by the Provider.
4. Method and Time Limits for Filing Complaints
4.1 Complaints must be submitted immediately after discovering the issue.
4.2 The Customer must provide proof of purchase (invoice, receipt, contract, etc.), if available.
4.3 If necessary, the Customer must present the defective item.
4.4 The Provider records the complaint and issues confirmation. A decision is made immediately or within 3 working days in complex cases. The complaint must be resolved within 30 days.
4.5 The Customer must cooperate and provide necessary information; if needed, they must allow access to accommodation premises.
4.6 Complaints are handled by:
- Goods: Marcel Dvornický, Vladimíra Dvornická
- Accommodation services: Marcel Dvornický, Vladimíra Dvornická
- Wellness services: Marcel Dvornický
- Other: Marcel Dvornický, Vladimíra Dvornická
5. Complaint Resolution
5.1 Remediable Defects
The Customer has the right to free, timely, and proper removal of defects.
- Accommodation: right to replacement or completion of equipment
- Wellness: right to immediate correction
- Goods: repair, replacement, or part replacement
5.2 Non-remediable Defects
- Accommodation: right to a discount or withdrawal before first overnight stay
- Wellness: right to a discount or withdrawal before service
- Goods: right to replacement, withdrawal, or discount depending on severity
5.3 The Customer is entitled to reimbursement of necessary costs incurred in filing the complaint.
5.4 The Provider reserves the right to assess each complaint individually.
6. Personal Data Protection
Information on personal data protection is available in the GDPR section at: www.kuriabeckov.sk/clanok/gdpr
7. Final Provisions
7.1 Alternative dispute resolution: If the customer - consumer - a natural person who, when concluding and performing a consumer contract, is not acting within the scope of his business activity, employment or profession, is not satisfied with the way in which the operator as the seller handled his complaint or believes that the operator has violated his rights, the customer has the right to contact the operator as the seller with a request for redress. If the operator responds negatively to the customer's request pursuant to the previous sentence or does not respond to such a request within 30 days from the date of its sending to the customer, the customer has the right to submit a proposal to initiate alternative dispute resolution to the alternative dispute resolution entity pursuant to Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution and on amendments and supplements to certain acts. The competent entity for alternative dispute resolution with the operator as a seller is a) the Slovak Trade Inspection, which can be contacted for the above purpose at the address Central Inspectorate of the SOI, Department of International Relations and ADR, Prievozská 32, post office box 29, 827 99 Bratislava or electronically at ars@soi.sk or adr@soi.sk or b) another competent authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of authorized entities is available at http://www.mhsr.sk/zoznam-subjektovalternativehnheho-riesenia-spotrebite...), while the customer has the right to choose which of the listed alternative dispute resolution entities to contact. The customer may use the online alternative dispute resolution platform to submit a proposal for an alternative resolution of their consumer dispute, which is available at http://ec.europa.eu/consumers/odr/index_en.htm. More Alternative dispute resolution: If the customer - consumer - a natural person who, when concluding and performing a consumer contract, is not acting within the scope of his business activity, employment or profession, is not satisfied with the way in which the operator as the seller handled his complaint or believes that the operator has violated his rights, the customer has the right to contact the operator as the seller with a request for redress. If the operator responds negatively to the customer's request pursuant to the previous sentence or does not respond to such a request within 30 days from the date of its sending to the customer, the customer has the right to submit a proposal to initiate alternative dispute resolution to the alternative dispute resolution entity pursuant to Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution and on amendments and supplements to certain acts. The competent entity for alternative dispute resolution with the operator as a seller is a) the Slovak Trade Inspection, which can be contacted for the above purpose at the address Central Inspectorate of the SOI, Department of International Relations and ADR, Prievozská 32, post office box 29, 827 99 Bratislava or electronically at ars@soi.sk or adr@soi.sk or b) another competent authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of authorized entities is available at http://www.mhsr.sk/zoznam-subjektovalternativehnheho-riesenia-spotrebite...), while the customer has the right to choose which of the listed alternative dispute resolution entities to contact. The customer may use the online alternative dispute resolution platform to submit a proposal for an alternative resolution of their consumer dispute, which is available at http://ec.europa.eu/consumers/odr/index_en.htm. More information about alternative resolution of consumer disputes can be found on the website of the Slovak Trade Inspection: http://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi. about alternative resolution of consumer disputes can be found on the website of the Slovak Trade Inspection: http://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi.
7.2 This Complaints Policy becomes valid and effective on 1 December 2025.
7.3 The policy is published on www.kuriabeckov.sk and available at the Pension reception. By accepting services or goods, the Customer confirms they have been informed of this policy.
In Beckov, 1 December 2025
Marcel Dvornický
Managing Director, D 3D s.r.o.