Complaints procedure
Effective from 2 Nov 2026
Operator
Contact and the points of contact under the Digital Services Act
1. Introduction
This complaints procedure is part of the terms of service. It sets out how a consumer or a business makes a claim for a defective service, a complaint, and how the operator handles it. What a defect is and which rights it gives are set by the terms and the law.
The terms are on the page Terms of service.
2. How and where to complain
You can make a complaint at any time:
- signed in to the application: Help, then Write to us;
- by letter to the operator's registered office: Syonic solutions s.r.o., Rybná 716/24, Staré Město, 110 00 Praha 1, Czech Republic.
Every way to reach us is on the page Contact.
Write in the complaint which account and purchase it concerns, what the defect is and when it appeared, and how you want it settled: removing the defect, a reasonable discount, or withdrawing from the contract.
3. Confirming the complaint
We confirm the receipt of a complaint by e-mail without undue delay. The confirmation states when you made the complaint, what it contains and how you want it settled.
Once it is settled, we confirm by e-mail the date and the way it was settled and, if we reject it, our reasons.
4. Time to settle
We settle a consumer's complaint, removing the defect included, within 30 days of its receipt at the latest, unless the consumer agrees with us on a longer period (section 19(3) of the Czech Consumer Protection Act, 634/1992 Coll.).
We settle a business's complaint within a reasonable time under section 19 of the terms.
5. The record of a complaint
We keep a record of every complaint: when it was made, what it contains, how it was asked to be settled, when and how it was settled and any reasons for rejecting it. We keep the record in the operator's own records, with the complaint and the e-mails confirming and settling it; the service itself keeps only a message sent from the application, with the account's data.
6. Out-of-court dispute resolution and supervision
If we do not settle a complaint or another dispute under the contract to the consumer's satisfaction, the consumer may file for out-of-court resolution with the Czech Trade Inspection Authority (Česká obchodní inspekce), the body for out-of-court resolution of consumer disputes. The proposal can be filed within one year of the day the consumer first raised the claim with us.
The proposal is filed on the page adr.coi.cz.
The Czech Trade Inspection Authority is also the authority supervising the duties towards consumers. The right to go to court is not affected.