Complaints Regarding Service Performance

The Seller is liable to the Client or the Donee for non-performance or improper performance of the service in accordance with applicable legal provisions.

A complaint may relate only to:

  • failure to perform the service,
  • improper performance of the service,
  • organizational irregularities attributable to the Seller.

A complaint may be submitted:
a) electronically – to the email address provided on the Service website,
b) in writing – to the Seller’s registered office address.

To facilitate the complaint process, it is recommended that the submission includes:

  • full name of the Client or Donee,
  • contact details (email address, phone number),
  • Order number or Voucher number,
  • description of the event forming the basis of the complaint,
  • date of service performance or planned service date,
  • indication of the preferred method of complaint resolution.

The complaint should be submitted no later than 7 days from the date of service performance or the date on which the service was to be performed.

The Seller will examine the complaint within 14 days from the date of its receipt.

If it is necessary to supplement the complaint, the Seller will request the Client or Donee to provide the missing information within a specified time.

Withdrawal from the Agreement (Refunds)

The Consumer has the right to withdraw from a distance contract within 14 days from the date of its conclusion without providing a reason, provided that:

  • the service has not yet been performed,
  • no reservation for the service has been made.

To withdraw from the agreement, the Consumer must submit a clear statement:
a) electronically – to the Seller’s email address, or
b) in writing – to the Seller’s registered office address.

The withdrawal statement should include at least:

  • full name of the Consumer,
  • contact details,
  • Order number or Voucher number,
  • date of purchase.

In the event of an effective withdrawal:

  • the agreement is considered not concluded,
  • the Seller shall refund all payments received within 14 days, using the same method of payment unless the Consumer agrees otherwise.

The right of withdrawal does not apply if:

  • a reservation for the service has been made,
  • the service has been fully performed with the Consumer’s explicit consent before the withdrawal period expires,
    in accordance with Article 38 of the Consumer Rights Act.

Vouchers

A Voucher constitutes confirmation of the conclusion of an agreement and entitles the holder solely to the performance of the service in accordance with the Terms and Conditions.

Vouchers:

  • are not redeemable for cash,
  • do not constitute goods within the meaning of warranty regulations,
  • are not subject to complaints based on defects.

Complaints related to a Voucher may only concern:

  • errors in the Voucher data,
  • problems with proper assignment to an Order,
  • inability to perform the service due to reasons attributable to the Seller.

If a complaint is accepted, the Seller may:

  • correct the Voucher data,
  • enable service performance on another date,
  • take other actions appropriate to the circumstances.

Contact for Refunds and Complaints

For matters related to refunds and complaints, the Client or Donee may contact the Seller:

  • electronically – via the email address provided on the Service website,
  • by phone – during Customer Service Office hours,
  • in writing – at the Seller’s registered office address:

Skyvan Service Piotr Wojciech Jafernik sp. k.
ul. Przemysłowa 48a
97-300 Piotrków Trybunalski