AUTO PEPE, s.r.o.
Drevárska 278/14,
052 01 Spišská Nová Ves
IČO: 53 080 157
1. Scope of application
1.1. This complaint procedure regulates the complaint procedure between the company AUTO PEPE, s.r.o., (hereinafter referred to as the “supplier”) and the final customer (hereinafter referred to as the “customer”). The complaint procedure regulates the complaint procedure in accordance with § 18 par. 1 of Act no. 250/2007 on consumer protection, Civil Code no. 401/1964 Coll. , Commercial Code – Act no. 513/1991 Coll. (all named laws as amended by later legal regulations), as well as other generally binding legal regulations of the Slovak Republic. Claims are handled at the company’s headquarters at Drevárská 278/14, 052 01 Spišská Nová Ves. Complaints are further handled by the customer center at info@autopepe.sk and by calling +421 903 132 777.
1.2 The complaints procedure applies to all supplier services provided to customers.
2. Proof of service provision (vehicle rental or vehicle towing)
2.1 The supplier is obliged to issue to the customer a document on the provision of the service, which states: a) business name, identification number and registered office of the supplier, b) date of delivery of the service, c) identification of the service, d) price of the service and the total price paid by the customer.
2.2 When selling a service with subsequent delivery, the document must contain the destination, date and time of delivery.
3. Complaints process
3.1 The supplier is obliged to properly inform the customer about the conditions and method of making a claim, including information on where the claim can be made.
3.2 The supplier is obliged to accept the complaint. Each customer should familiarize himself with the specific conditions at the latest when signing the takeover protocol on the rental of the vehicle, or before towing the vehicle to avoid possible misunderstandings.
3.3 The supplier or a person authorized by him is obliged to process the claim immediately, if this is not immediately possible due to the complexity of the claim, within a maximum of 30 days. This deadline does not include the time required for a professional assessment of the deficiency in the provision of the service. After the expiry of the maximum period for processing the complaint, the supplier has the same rights as if it were a defect that cannot be eliminated.
3.4 When making a claim, the supplier is obliged to issue the customer with a confirmation of receipt of the claim.
3.5 The supplier is obliged to issue a written document about the handling of the claim no later than 30 days from the date of application of the claim.
3.6 The supplier is obliged to keep records of complaints and submit them at the request of the supervisory authority. The record of the claim must contain data on the date of application of the claim, the date and method of settlement of the claim.
4. Application of complaint Customer rights from the liability for deficiencies in the provision of the service by the supplier can only be applied during the period of service provision (vehicle rental, vehicle towing), but no later than three working days after the service provision (expiration of the rental period).
5. Procedure for handling complaints
5.1 The customer is obliged to submit the following documents when applying for a claim: – proof of service provision, written statement of all deficiencies, – proposal for resolving the claim, – proposal for compensation for damages.
5.2 The supplier shall issue the consumer with a document on the application of the claim. The document must contain: – the date of application of the complaint, – the claimed deficiencies, – a proposal for resolving the complaint by the customer. These data can be indicated on a written complaint from the customer.
5.3 Complaints can be made whenever the delivered service has not acquired its essence (vehicle rental or vehicle towing has not been carried out), or deficiencies have appeared during the delivery of the service (vehicle rental or vehicle towing).
6. Method of deciding on a complaint.
Based on a qualified assessment of the deficiency, the authorized person of the supplier decides on the method of resolving the complaint.
7. Complaint processing
7.1 The time for handling the complaint can take max. 30 days, as long as all the conditions resulting from this complaint procedure are met.
7.2 The supplier is entitled to reject an incomplete or wrongly applied claim and return it to the customer for completion according to the STN ISO 10002 standard. The rejection does not affect the deadline for handling the claim. The time limit for processing the claim is suspended until the claim is re-applied.
7.3 The complaint can be resolved by: a discount on the price of the service, a refund or rejection by the Supplier. Complaints about services at the contractor’s contracted vendors can be applied according to § 436 et seq. provisions of the Commercial Code.
7.4 If the customer’s complaint does not meet the conditions of the complaint procedure, the complaint will be dealt with by the supplier in accordance with this complaint procedure and relevant generally binding legal regulations so that his legal rights are not affected.
7.5 The claim will not be recognized if the supplier can reliably prove that the claimed defect is not his fault and the supplier could not prevent it in any way, given that the defect was caused by another unforeseeable fact.
7.6 In the event of an unauthorized complaint, the customer may be charged the costs associated with resolving the complaint.