Complaints Procedure

Modifying information and procedures for handling Submissions related to services provided by Investown Technologies s.r.o.

regulating information and procedures for handling Submissions related to services provided by Investown Technologies s.r.o., Company ID: 086 67 144, with its registered office at
InovaÄŤnĂ­ 122, Hodkovice, 252 41 ZlatnĂ­ky-Hodkovice, registered in the Commercial Register of the Municipal Court in Prague, Section C, Insert 322874 (hereinafter referred to as the "Company").

In this document:

"Submitter" means the Client, the Company's business partner, the Project Owner, or any other entity that has submitted a Complaint, Complaint or Complaint to the Company;

"Submission" means a Complaint, a Complaint and a Claim;

"Initiative" means a communication the content of which makes it clear that the Client, the Company's business partner, the Project Owner, or any other entity applies to the Company a proposal to improve the existing state or more economically solve a certain task, especially in relation to the Platform;

"Complaint" means a communication from the content of which it is clear that the Client, the Project Owner, the Company's business partner, or another entity asserts the right against the Company for defective performance from the ECSPR services provided;

"Complaint" means a statement that the Submitter complains about a certain fact that occurred or did not occur within the framework of the provision of ECSPR services and that is not a Complaint.

Unless otherwise specified, other terms used in this document shall have the meanings set forth in the Company's General Terms and Conditions of Business (the "GTC").

How can you file a Submission?

A Complaint and a Complaint may only be submitted using the form below in one of the following procedures:

  1. by e-mail to the e-mail address of the team@investown.cz;
  2. via the contact form available on the https://www.investown.cz/kontakt, in which the Submitter provides an e-mail and a message.

The complaint and the Complaint must contain at least the information required in this form.

The Submitter must supplement its claims made in the Complaint or Complaint with appropriate means of proof. The form is available to the Submitters in all languages in which a key information document for Clients within the meaning of Articles 23 and 24 of the ECSPR is drawn up, i.e. in the Czech language.

Other submissions (i.e. complaints) can also be made without the use of the form, in the following ways:

  1. by telephone via telephone support available at the telephone number published on the https://www.investown.cz/ website;
  2. by e-mail to the e-mail address of the team@investown.cz;
  3. through the contact form available on the https://www.investown.cz/kontakt, in which the Submitter provides an e-mail and a message;
  4. through the Messenger app;
  5. through the Instagram app;
  6. through the social network Facebook;
  7. via the App Store (as part of the Platform rating);
  8. through the Google Play app (as part of the Platform rating).

The submission of a Complaint, Complaint or Complaint is free of charge.

How do we continue to work with your Submission?

Upon receipt of a Submission, the Submitter shall be notified via his/her e-mail address or telephone number within 10 working days of receipt of the Submission that the Submission has been received, the identification and contact details, including the e-mail address and telephone number of the person who will handle the Submission, and the deadline for handling the Submission. If the Complaint or Complaint does not contain assessable information to enable it to be dealt with, i.e. generally who is making it, which matter it relates to and what is proposed, the Submitter shall be invited to complete it within a reasonable time. If the Complaint or Complaint is not completed despite the invitation within the time limit, it shall be shelved. If the Complaint does not contain evaluable information enabling it to be dealt with, it shall be deferred. The Company shall handle all Complaints, whether legitimate or not, even if made repeatedly. Throughout the Company's communications with the Submitter, the Company shall use a clear and understandable form of communication in the language of the Submitter's choice, provided that it is in all languages in which the Key Client Information Document is prepared within the meaning of Articles 23 and 24 of the ECSPR.

How do we let you know about the result?

The Support Specialist will respond to the Complaint or Claim within fifteen (15) business days of receipt or completion. If, due to obstacles beyond the control of the Company, the Complaint or Complaint cannot be responded to within this period, the Submitter shall be notified within fifteen (15) business days of receipt. The Company shall thereafter respond no later than thirty-five (35) business days after the date of receipt or completion of the Complaint or Claim. If applicable, the Company shall inform the Submitter of the steps it is taking to resolve his or her Complaint or Grievance. The Company shall respond to further requests for information and inquiries from the Complainant without undue delay. The handling of the Complaint and Complaint shall be consistent with the handling of previous Complaints and Complaints, and any differences shall be duly justified. The Support Specialist shall respond to the Complaint within a reasonable time; the section informing of the outcome of the investigation of the Complaint and the Complaint shall apply to Complaints mutatis mutandis.

What should I do if we do not comply with your Submission?

If the Complaint or Complaint is not settled positively, or if it is postponed, the answer to the Submitter will be justified. In case of dissatisfaction with the handling of your submission, you can contact the CNB or claim your rights under Act No. 99/1963 Coll., the Code of Civil Procedure, as amended.

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Annex: Submission form