1.
Introductory provisions
1.1 These Complaints Policy (hereinafter referred to as the "Policy") regulate the procedure and terms of complaints relating to the sale and provision of logistics management services in the form of a subscription (hereinafter referred to as the "Service") provided through the online platform www.greentls.sk (hereinafter referred to as the "Platform") of M2M Services, s.r.o., ID No. 55 894 879, with its registered office at Vysokoškolákov 1757/1, 010 01 Žilina, (hereinafter referred to as the "Seller").
1.2 If the Service fails to meet the guaranteed level of availability stated in the General Terms and Conditions, and the Customer has reasonable grounds to suspect that the fault lies not with them, they have the right to lodge a complaint in accordance with the Complaints Policy outlined in this document.
2. Submit a complaint
2.1 The Customer may make a complaint regarding the Services by the following means:
a) Online Form:
The Customer has the option to submit a claim electronically via the online claim form available on the Platform's website https://greentls.sk/reklamacny-formular
b)
Contacting Customer Support: the Customer may contact the Seller's Customer Support via the contact information provided on the Platform's website https://greentls.sk/en/contact-us on weekdays between 7.00-17.00.
2.2
In the complaint, the Customer must provide the following information:
a) Description of the problem complained of.
b) Details to identify the Service (Order Number or ID Number).
c) Information as to whether the problem is technical or invoice related.
d) Contact information, including email address and phone number.
2.3 The Customer will be informed of the confirmation of receipt of the claim by e-mail to the e-mail address provided by the Customer in the claim form.
3.
Complaint options
3.1
The Customer has the right to complain about the following matters relating to the Services provided by the Platform:
a) Errors or problems that prevent you from using the Service.
c) Security flaws that may compromise the confidentiality or availability of data.
d) Billing or billing-related issues, such as incorrect fee calculations or payment transaction issues.
3.2 Other matters beyond those listed in 3.1 above will be considered on an individual basis and dealt with in accordance with the nature and severity of the problem.
3.3 In order for these Terms to be valid, the problem must have occurred despite following all the instructions in the current version of the User Guide available after logging in to the Service. The problem encountered must not be caused by intentional or unintentional interference with the integrity of the Service and data by users, such as tampering with the environment or database.
4.
Complaint handling
4.1
The resolution of a complaint may involve one of the following measures:
a) Correction of the claimed problem.
b) Failure to charge for the Service during the period of system inoperability.
c) Rejection of the complaint with a reason.
4.2 The resolution of the complaint will depend on the nature and severity of the problem complained of.
4.3
During the complaint resolution period, the Provider has the right to request additional information from the Customer necessary to resolve the complaint.
5.
Complaint resolution time
5.1
The Seller commits to actively work on resolving the complaint in order to restore the full functionality of the Service as quickly and efficiently as possible. Upon submission of the complaint, the expected resolution time will be communicated to the Customer during the complaint resolution process.
5.2
Estimated resolution times are following:
a) response time: 24 hours (does not apply to weekends and public holidays)
b) maximum resolution time: 30 days
Explanation:
- Response time is the time it takes for a qualified person from the Seller to respond to the Customer's request.
- Maximum Resolution Time is the time elapsed from the reporting of the problem to its permanent resolution, including the updating of the Service version.
6. Privacy Policy
6.1
The protection of the Customer's personal data is regulated by the Privacy Policy available at https://greentls.sk/privacy-policy.
7.
Final provisions
7.1 These Complaint Policy form an integral part of the Seller's General Terms and Conditions (GTC) and apply to complaints related to services provided through the Platform.
7.2 The current version of the Complaints Policy is always available on the Platform Website and may be updated by the Seller without prior notice.
7.3 The Customer has the right to contact the Provider with a request for redress via the email address complaints@greentls.sk if they are not satisfied with the way the Provider handled their complaint or if they believe that the Provider has violated their rights. The Provider will send information about the resolution of the Customer's complaint to the Customer's email address. The Customer has the right to submit a proposal for the initiation of alternative dispute resolution to the Slovak Trade Inspection (www.soi.sk) if the Provider has responded negatively to the request for redress or has not responded to it within 30 days from the date of its submission.
7.4 The supervisory authority shall be: The Inspectorate of the Slovak Trade Inspection (SOI) located at Predmestská 71, 01179 Žilina.
7.5 The Alternative Dispute Resolution Body shall be: Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Dispute Resolution, located at Prievozská 32, P.O. Box 29, 827 99 Bratislava 27. Website: http://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi
The address for electronic submission of proposals is: ars@soi.sk, adr@soi.sk
Consumers can also use the website http://www.economy.gov.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov- to apply for out-of-court dispute resolution and to obtain information on the out-of-court resolution of consumer disputes (including cross-border disputes).
This Complaint Policy is valid from 18.12.2023.
