D3D s.r.o. – Operation of Kúria Beckov-Penzión***
Complaints Policy
Provider: D 3D s.r.o. – Operation Kúria Beckov – Penzión***
Beckov 20, 916 38 Beckov
IČO: .363 275 31 DIČ: 2020179997 IČ DPH: SK2020179997
Registration in the register: Sro, file number 13662/R
1.1 These complaints procedures govern the procedure for applying complaints about services provided by D 3D s.ro., with its registered office at Beckov 20, 916 38 Beckov, IČO: 363 275 31, registered in the Commercial Register of the District Court Trenčín, section: Sro, file number: 13662/R (hereinafter referred to as the “provider”), namely accommodation and related services (hereinafter jointly referred to as the “services”) in the operation Kúria Beckov – Penzión***, Beckov 20 (hereinafter referred to as the only "Pension") by the Pension's clients - natural persons in the position of consumers pursuant to Section 2 letter a) of Act No. 250/2007 Coll. on Consumer Protection and on Amendments to the Act of the Slovak National Council No. 372/1990 Coll. on Offences, as amended, as amended (hereinafter referred to as the "Consumer Protection Act") in conjunction with Section 52 paragraph 4 of Act No. 40/1964 Coll. of the Civil Code, as amended (hereinafter referred to as the "Civil Code") (hereinafter referred to as the "Customer"). This Complaints Policy also applies to the application of complaints about goods sold by the Provider to customers in the Pension.
1.2 Complaints of clients - legal entities and natural persons - entrepreneurs who are not in the position of consumers are governed by the relevant provisions of Act No. 513/1991 Coll. Commercial Code as amended (hereinafter referred to as the “Commercial Code”).
1.3 The Complaints Procedure applies to the application of claims for defects in accommodation and related services by the provider in the Pension from the moment the customer starts his stay until its end. It also applies to the sale of additional goods in the Pension.
1.4 The Provider, in accordance with Section 18, paragraph 1 of the Consumer Protection Act, duly informs the customer of the conditions and method of exercising rights from liability for defects (hereinafter referred to as the “complaint”), including information on where he can file a complaint.
1.5 The provision of services is governed by the relevant provisions of the Civil Code in conjunction with the relevant provisions of the Consumer Protection Act and other generally binding legal regulations.
1.6 The customer has the right to the provision of accommodation and related services in the agreed or usual scope, quality, quantity and deadline, and/or to goods of usual quality.
1.7 A complaint is an application of liability for defects in the provided service or defects in additional goods sold by the provider to the customer in the Pension.
2. Liability for defects
2.1 The provider is liable for defects that the service has when it is provided to the customer or the sold goods when it is taken over by the customer.
2.2 In the case of used items, the provider is not liable for defects arising from their use or wear. In the case of items sold by the provider at a lower price, the provider is not liable for a defect for which a lower price was agreed. If the items are not perishable or used items, the provider is liable for defects that occur after the item is taken over during the warranty period (warranty).
2.3 The provisions on the warranty period are governed by the provisions of Sections 620 and 621 of the Civil Code in the case of a customer who is a consumer, otherwise by the relevant provisions of the Commercial Code.
2.4 A change in the goods that occurred during the warranty period as a result of wear and tear, improper use or unauthorized or incorrect intervention in the goods is not considered a defect.
2.5 The customer is obliged to inspect and check the goods upon receipt and/or the service upon provision.
2.6 Obvious defects are defects detectable upon receipt of the goods and/or the service provided (e.g. quantitative deviation, deterioration of the goods, poor quality of the service provided), which the customer is obliged to immediately notify the provider.
2.7 The provider is not liable for defects that the customer knew about when concluding the contract or, taking into account the circumstances under which the contract was concluded, should have known about, unless the defects relate to the properties of the service provided and/or the goods that they were supposed to have according to the contract. The provider is not liable for defects caused by the customer himself, nor for defects that the customer knew or should have known about before the start of the provision of services and/or receipt of the goods, or was explicitly and clearly notified of defects in the services and/or goods by the provider, nor for defects that arose as a result of force majeure.
3. Customer's right to complain
3.1 If the customer is provided with services of lower quality or lower scope than previously agreed or as is customary, the customer has the right to complain. The customer may exercise his right to complain in the form of the right to remove, supplement, replace, provide a new service, or an appropriate discount on the price of the services paid by him.
3.2 The customer is obliged to assert claims for defects in services and/or goods (complaint) without undue delay after he has discovered the reasons for the claim (defect or defects in services and/or goods), in the case of services no later than the end of the stay and in the case of goods no later than the expiration of the warranty period, otherwise the right to complain lapses. The provider will not take into account complaints filed after the specified period.
3.3 The customer is obliged to file a complaint about services and/or goods in writing to the address of the provider's registered office or electronically by e-mail sent to the e-mail address: info@kuriabeckov.sk. in accordance with point 4.6 of these complaints procedures. The customer is obliged to file a complaint about defects in goods that occur during the warranty period (hidden defects) in accordance with point 4.6 of these complaints procedures in writing to the address of the provider's registered office or electronically by e-mail sent to the e-mail address: info@kuriabeckov.sk. In the event of filing a complaint about goods in writing or electronically, the customer is obliged to send the complained goods to the address specified by the provider when filing a complaint by the customer.
4. Method and deadlines for filing a complaint. Rights and obligations of the customer when handling a complaint, customer cooperation
4.1 If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to file a possible complaint immediately without undue delay with the provider.
4.2 When making a complaint, the customer is obliged to submit proof of purchase of services and/or goods (order, invoice, cash register, contract, etc.), if such a document is available.
4.3 If the nature of the performance complained of requires it, it is necessary for the customer to also submit the item whose defect he/she alleges in the complaint procedure when making a complaint.
4.4 The provider shall record the complaint in the complaint protocol, stating the circumstances of the complaint and the defects stated by the customer. The provider shall issue a confirmation to the customer upon making a complaint. After carefully examining the complaint, the provider shall decide on the method of handling the complaint immediately, in more complex cases within 3 working days. If it is not possible to handle the complaint within the period specified in the previous sentence, the provider shall inform the customer of the period for handling the complaint. The period for handling the complaint may not exceed 30 days from the date of its submission. For the purposes of handling the complaint, the customer is obliged to provide contact details through which the customer will be informed about the method of handling the complaint in the event that it is not possible to handle the complaint immediately after it is made directly at the Pension.
4.5 The customer is obliged to provide the cooperation necessary for handling the complaint, in particular to provide information about objective facts related to the complaint. If the nature of the complaint requires it, the customer will allow the provider's employees to enter the premises that were provided to him for temporary accommodation in order to be able to verify the validity and legitimacy of the complaint.
4.6 Complaints are made as follows:
4.6.1 defects of the goods: Marcel Dvornický, Vladimíra Dvornická
4.6.2 defects in the accommodation services section: Marcel Dvornický, Vladimíra Dvornická
4.6.3 defects of Wellness: Marcel Dvornický
4.6.4 other (not listed above) defects: Marcel Dvornický, Vladimíra Dvornická
5. Handling of complaints
5.1 Removable defects
In the event that the defect is removable, the customer has the right to request the provider to properly, promptly and free of charge eliminate this defect.
5.1.1 In the accommodation services sector, the customer has the right to free, properly and timely elimination of defects, i.e. to replace or supplement equipment within the scope of the Decree of the Ministry of Economy of the Slovak Republic No. 277/2008 Coll., which establishes classification signs for accommodation facilities when classifying them into categories and classes.
5.1.2 In the Wellness services sector, the customer has the right to free, properly and timely elimination of defects, which he/she shall notify immediately after their discovery.
5.1.3 If the defect in the goods is removable, the customer has the right to have such a defect removed free of charge, promptly and properly. The customer may, instead of removing the defect, request the replacement of the goods, or if the defect concerns only a part of the goods, the replacement of the part, if this does not incur unreasonable costs for the provider in relation to the price of the goods or the severity of the defect. The provider may always, instead of removing the defect, replace the defective goods with perfect goods, if this does not incur unreasonable costs.
5.2 Irremovable defects
5.2.1 In the area of accommodation services, if it is not possible to remove technical defects (heating system failure, poor hot water consumption, etc.), and if the provider cannot provide the customer with other alternative accommodation, or provide the customer with accommodation in another room of the same category in the Pension and if, despite these defects, accommodation is provided to the customer in the given room, the customer has the right, in agreement with the provider, to be provided with an appropriate discount on the price of accommodation. Otherwise, the customer has the right to withdraw from the contract before the first overnight stay and to be refunded the price of accommodation services paid by him. In the event that, as a result of a unilateral decision by the provider (operator), there is a significant change in the accommodation compared to the accommodation ordered by the customer and confirmed by the provider in the accommodation contract and the customer does not agree with the provided alternative accommodation, the customer also has the right to withdraw from the accommodation contract before the overnight stay and to have the price paid refunded.
5.2.2 If it is not possible to remove the defect or defects in the Wellness services section, the customer has the right to an appropriate discount on the price of the service or to withdraw from the contract before the start of the service provision and to have the price paid for the service refunded. In the event that the customer makes claims for a defect in the service only after it has been fully provided and used, the complaint cannot be recognized as justified.
5.2.3 If it is a defect in the goods that cannot be removed and which prevents the goods from being used properly as a thing without defects, the customer has the right to exchange the goods or has the right to withdraw from the contract with the provider. The above also applies in the case of removable defects, in which the customer cannot use the goods properly due to the recurrence of the defect after repair or due to a larger number of defects. If other non-removable defects are involved, the customer is entitled to an appropriate discount on the price of the goods.
5.3 The customer is entitled to reimbursement of the necessary costs incurred in connection with the claim.
5.4 The provider reserves the right to individually assess each individual case of claim.
6. Personal data protection
6.1 Information regarding the protection of personal data is provided in the GDPR of D 3D s.r.o.a published on the website https://kuriabeckov.sk/en/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, does not act 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, which is available at http://ec.europa.eu/consumers/odr/index_en.htm, to submit a proposal for an alternative resolution of their consumer dispute. More information about alternative resolution of consumer disputes can be found on the website of the Slovak Trade Inspection: http://www.soi.sk/sk/Alternatnive-riesenie- spotrebitelskych-sporov.soi.
7.2 The Complaints Procedure shall enter into force and effect on 01.01.2026.
7.3 The Complaints Procedure is published on the Pension's website www.kuriabeckov.sk and placed at the Pension's reception. By accepting the service and/or taking over the goods, the consumer confirms that he has been familiar with this Complaints Procedure.
In Beckov, on 01.01.2026
Marcel Dvornický
D 3D s.r.o.