Complaints regarding the provision of services

1. The Seller shall be liable to the Customer or the Recipient for non-performance or improper performance of the service in accordance with the applicable provisions of law.
2. Complaints may only concern:

• non-performance of the service,
• improper performance of the service,
• organizational irregularities on the part of the Seller.

3. Complaints may be submitted:
4. a) electronically – to the e-mail address indicated on the Website,
5. b) in writing – to the address of the Seller’s registered office.
6. In order to streamline the complaint procedure, it is recommended that the complaint include:

• the first and last name of the Customer or Recipient,
• contact details (e-mail address, telephone number),
• the Order number or Voucher number,
• a description of the event giving rise to the complaint,
• the date of service provision or the planned date of service provision,
• an indication of the expected manner of handling the complaint.

5. Complaints must be submitted no later than 7 days from the date of service provision or from the date on which the service was to be provided.
6. The Seller shall consider the complaint within 14 days of its receipt.

If the complaint needs to be supplemented, the Seller shall request the Customer or the Recipient to supplement the missing information within a specified period.

Withdrawal from the contract (return)

1. The consumer has the right to withdraw from a distance contract within 14 days of its conclusion, without giving any reason, provided that:

• the service has not yet been performed,
• no date for the performance of the service has been booked.

2. In order to withdraw from the contract, the Consumer is required to submit an unequivocal statement:
3. a) electronically – to the Seller’s e-mail address, or
4. b) in writing – to the address of the Seller’s registered office.
5. The statement of withdrawal should include at least:

• the Consumer’s first and last name,
• contact details,
• Order number or Voucher number,
• date of purchase.

4. In the event of effective withdrawal from the contract:

• the contract shall be deemed not to have been concluded,
• the Seller shall refund the Consumer all payments received within 14 days, in a manner corresponding to the original form of payment, unless the Consumer agrees to a different method of refund.

5. The right to withdraw from the contract does not apply if:

• a date for the performance of the service has been booked,
• the service has been fully performed with the Consumer’s express consent before the expiry of the withdrawal period,

in accordance with Article 38 of the Consumer Rights Act.

Vouchers

1. The voucher constitutes confirmation of the conclusion of the contract and entitles the holder to use the service exclusively on the terms specified in the Terms and Conditions.
2. Vouchers:

• cannot be exchanged for cash,
• do not constitute goods within the meaning of the warranty provisions,
• are not subject to complaints due to defects.

3. Complaints related to the Voucher may only concern:

• errors in the Voucher data,
• problems with its correct assignment to the Order,
• the inability to perform the service for reasons attributable to the Seller.

4. If the complaint is accepted, the Seller may:

• correct the Voucher data,
• enable the service to be performed at a different time,
• take other actions appropriate to the circumstances of the case.

Contact regarding returns and complaints

In matters related to returns and complaints, the Customer or the Recipient may contact the Seller:

• by email – to the email address provided on the Website,
• by phone – during Customer Service Office hours,
• in writing – to the Seller’s registered office address:

Skyvan Service Piotr Wojciech Jafernik sp. k.

1. Przemyslowa 48a

97-300 Piotrkow Trybunalski