This Complaints Policy governs the procedure for exercising rights arising from defects of the DataNostro Service in accordance with § 1914 et seq. of Act No. 89/2012 Coll., the Civil Code (CC), and for consumer Clients also in accordance with § 2099 et seq. CC and Act No. 634/1992 Coll. on consumer protection.

The Complaints Policy is an integral part of the Terms of Service.

1. What can be claimed

The Client may in particular claim:

Unavailability of the Service contrary to the SLA under Art. 11 of the Terms.
A functional defect of the dashboard or Container that prevents normal use (e.g. unable to log in, unable to set up a domain, unable to send a tracking event).
Incorrect billing (e.g. charging overage in a month when the limit wasn't exceeded, a double payment, an invoice for the wrong amount).
A defect in the provision of the Care service (a badly performed setup, insufficient instruction, unjustified hours in the billing).

What cannot be claimed:

Unavailability caused by force majeure (Art. 18 of the Terms) or scheduled maintenance (Art. 11).
Subjective expectations of the Service that were not agreed in writing.
Outages caused by third parties (Cloudflare, Hetzner, Google, Meta) — see Art. 11 and 19 of the Terms.
Consequences of incorrect tag and trigger configuration performed by the Client or a third party acting on the Client's behalf.

2. Deadline for filing a complaint

A complaint must be filed without undue delay after discovering the defect, but no later than 6 months after it arose, unless the law sets a longer period.
For SLA complaints (a credit for failing to meet the guaranteed availability), the deadline is 30 days from the end of the calendar month in which the outage occurred.
For billing complaints, the deadline is 30 days from the issue date of the invoice concerned.

3. The complaint procedure

File a complaint by email to [email protected] or by post to the Provider's registered seat.
In the complaint, state: client identification (account email, company ID), a description of the defect, the date and time the defect occurred, and the requested resolution (repair, discount, credit, refund).
Where relevant, attach screenshots, copies of email communication, a browser developer console output, or other materials demonstrating the defect.
The Provider accepts the complaint and within 5 working days sends an acknowledgement of receipt stating the complaint's reference number.

4. Deadline for resolving a complaint

For consumer Clients: the complaint will be resolved within 30 days at the latest from the day it is filed (§ 19(3) of the Consumer Protection Act). After this period lapses in vain, the consumer has the right to withdraw from the contract or demand a reasonable discount.
For business Clients: the complaint will be resolved without undue delay, but no later than 60 days, unless agreed otherwise.

5. Rights arising from defects

If we uphold the complaint, the Client is entitled to:

A free repair of the defect (typically a technical fix on our side).
A reasonable discount on the price (typically a credit applied against the next invoice).
Withdrawal from the contract and a refund of the corresponding part of the prepaid price — if the defect cannot be remedied or the defects recur.

The choice of resolution belongs to the Client, unless it is disproportionate to the cost of the remedy. For SLA complaints, the compensation follows the table in Art. 11 of the Terms.

6. Out-of-court dispute resolution (ADR) — consumers only

If you're not satisfied with how your complaint was handled and you're a consumer, you have the right to turn to an out-of-court dispute resolution body:

The Czech Trade Inspection Authority (ČOI)
Central Inspectorate — ADR department
Štěpánská 567/15
120 00 Praha 2
web: www.coi.cz
online form: adr.coi.cz
e-mail: [email protected]

You can also use the online dispute resolution platform set up by the European Commission: ec.europa.eu/consumers/odr.

A proposal to initiate out-of-court dispute resolution may be filed no later than 1 year from the day the consumer first exercised the right that is the subject of the dispute with the Provider.

7. Sample contract withdrawal form (B2C)

A consumer has the right to withdraw from the contract without giving a reason within 14 days of its conclusion (Art. 14 of the Terms). Send the completed form by email to [email protected] or by post to the Provider's registered seat.

Sample contract withdrawal form
─────────────────────────────────────────────

Addressee: Jan Malatinský, IČO 19152361
        Jasmínová 2241/12, Mizerov, 733 01 Karviná
        e-mail: [email protected]

I hereby give notice that I withdraw from the contract for the provision of the DataNostro service.

Date the contract was concluded:    ___________________________
Account identification (email): ___________________________
Consumer's first name and surname: _________________________
Consumer's address:        ___________________________
Date of withdrawal:            ___________________________
Signature (paper form only): ____________________

8. Changes to the Complaints Policy

We may change the Complaints Policy. We'll notify you of substantial changes by email 30 days before they take effect. The date of the last revision is in the header of this document. A complaint filed before a change takes effect is handled under the version valid on the day it was filed.

Effective from 2 May 2026 · Version 1.0

Complaints policy