Complaints procedure for courses

These Complaints Rules for Courses (hereinafter referred to as the " Complaints Rules ") regulate the manner and conditions of complaints about defects in services ordered through the Dortisimo.cz online store from our company:

Dortisimo.cz s.r.o. , with registered office at Prosecká 682/117, Prosek, 190 00 Prague 9
ID: 24239241
VAT number: CZ24239241
registered: in the commercial register maintained by the Municipal Court in Prague, section C, insert 201508
address for delivery: Dortisimo.cz sro, Podvinný mlýn 1418/2, 190 00 Prague – Libeň
phone number: +420 739 699 384
contact e-mail: info@dortisimo.cz

1. What defects in the provided services are we responsible for?

As a service provider, we are responsible for ensuring that the service is free of defects and that it is provided in accordance with the contract. Conformity with the contract is, in particular, that:

• the content of the Dortisimo Academy training course (hereinafter referred to as the " course ") corresponds to the description on the web interface, or in our communication related to the contract;
• the course is provided on the agreed date and at the agreed place;
• the course lasts for the specified time.

2. What is the deadline for exercising rights from defective performance?

It is possible to complain about the services provided (courses) during their course or immediately after their end. Additional detected defects must be complained about without undue delay after you learn about them. At the latest, a service defect can be claimed within six months of the course taking place .

3. What rights do you have from defective performance?

In the event of defective provision of services, you have in particular:

• the right to free rectification, if such rectification is possible (especially if the complaint is made during the course);
• the right to a reasonable discount on the price (especially if the defect cannot be eliminated during the course);
• the right to withdraw from the contract (if the defect is of such a nature that it is a material breach of the contract).

4. When cannot rights from defective performance be exercised?

You do not have rights from defective performance if:

• you knew about the defect before the service was provided; or
• you caused the defect yourself, in particular by violating the General Terms and Conditions for courses, the instructor's instructions and legal regulations.

5. How to proceed with a complaint?

Make a complaint with us without unnecessary delay after discovering the defect, preferably during the course.

Complaints can be made orally during the course, and always by phone, e-mail or in writing after the course has ended. When making a complaint, we recommend that you describe as precisely as possible what you see as a defect in the services. It will speed up the claim process.

The moment of application of the complaint is the moment when we were notified of the occurrence of a defect and the right of liability for defects of the service provided was exercised.

We process received claims without undue delay, but no later than 30 days from the day the claim was made , unless we agree otherwise. We will issue you a written confirmation of the application and processing of the claim.

In the event of a disputed claim, we will decide on its acceptance within three working days from the date of application of the claim.

In accordance with the Civil Code, you have the right to be reimbursed for purposefully incurred costs when making a claim. Please note that you must exercise your right to reimbursement of these costs within one month of the expiry of the period in which the defect must be pointed out.

These Complaints Regulations are valid and effective from 5/15/2017.