Mara Camping Resort Operator: Tatra SPC5 Roveň 215 Podtureň 033 01 Company ID: 44464550 VAT Number: 2022717444 IBAN: SK797000000004028833969 Company registered in the Commercial Register of the District Court Žilina, section: Sro, insert no. 50363/L (hereinafter referred to as the "Operator")
Return policy
Based on the Consumer Protection Act and for the sake of proper procedure when handling complaints about poor-quality products, goods and services, we are issuing the following complaints procedure.
1. Introductory provisions
The provision of services is governed by the provisions of Part VIII of the Civil Code No. 40/1964 Coll., as amended.
subsequent amendments and supplements that amend and supplement them and regulations issued for its implementation.
2. Customer's right to complain
If the client is provided with services of lower quality or lower scope in some of the accommodation and catering establishments than previously agreed or as is usual, the customer is entitled to file a complaint.
3. Filing a complaint
If the client discovers reasons and facts that may be the subject of a complaint, he is obliged to file a possible complaint immediately without undue delay with the manager of the Mara Camping resort or another responsible employee. In the interest of quick processing of the complaint, it is advisable for the client to submit proof of service provision (copy of the order, invoice, cash register receipt, etc.) when filing a complaint, if such a document is available.
If the nature of the service complained of requires it, the client must also submit the item of which he/she is complaining when making a complaint. The head of the department or another responsible employee shall record the client's complaint in the complaint protocol, stating the objective circumstances of the complaint. The head of the operation or an employee authorized by him/her shall, after carefully examining the item complained of, which shall be checked on site and recorded with photographic documentation, decide on the method of handling the complaint immediately, or in more complex cases within 3 days. This period does not include the time required for a professional assessment of the defect. However, handling the complaint may not take longer than 30 days.
After this period has expired, the consumer has the same rights as if it were a defect that cannot be removed. The employee responsible for the accommodation is obliged to issue a confirmation to the client when the complaint is filed. The seller is obliged to issue a written document confirming the settlement of the complaint no later than 30 days from the date of filing the complaint. The seller is obliged to keep records of complaints and submit them for inspection at the request of the supervisory authority. The records of complaints must contain data on the date of filing the complaint, the date and method of settlement of the complaint. If the client is not satisfied with the settlement of the complaint, he can exercise his right in court.
4. Errors can be eliminated
Catering services
In the catering sector, if the correct quality, weight, temperature, measure, price are not observed, the client has the right to request free, proper and timely removal of the defect. The client shall file a complaint for reasons of quality and temperature immediately after the first tasting of the food and drinks. The client shall file a complaint for reasons of measure and weight before the first tasting of the food and drinks.
Accommodation services
In the area of accommodation services, the customer has the right to free, proper and timely removal of deficiencies, i.e. replacement or addition of minor equipment within the scope of the Decree of the Ministry of Economy of the Slovak Republic No. 277/20018 Coll., which establishes classification signs for accommodation facilities when classifying them into categories and classes.
5. Errors cannot be eliminated
Catering services
If it is not possible to eliminate the error in the food and drinks, the customer has the right to a complete replacement of the food or drink, or a refund of the price paid.
Accommodation services
In the event that it is not possible to eliminate technical defects in the cottage (heating system failure, poor hot water supply, etc.), and if the resort cannot provide the client with alternative accommodation and the cottage is rented to the client despite these defects, the client has the right to:
- a reasonable discount from the price according to the valid price list
- cancellation of a confirmed order or contract before overnight stay and refund.
In the event that a unilateral decision by the resort results in a significant change in accommodation compared to the confirmed accommodation in the contract and the client does not agree to the alternative accommodation, they also have the right to cancel the confirmed order or contract before the overnight stay and receive a refund.
6. Deadlines for filing complaints
The client is obliged to file a complaint immediately, without undue delay. The right to file a complaint shall lapse if it is not filed within 15 days from the day on which the client became aware of the facts that could have given rise to the complaint.
7. Customer participation in handling the complaint
The client is obliged to personally participate in the handling of the complaint, is obliged to provide objective information regarding the service provided. If the nature of the matter requires it, the client must allow the Mara Camping resort staff access to the space rented to him for temporary accommodation in order to be able to verify the justification of the complaint.
8. Final provisions
This complaint procedure comes into force on 01.03.2024
Mgr. Simona Kubjatková, operator of Mara Camping
In Liptovský Mikuláš, March 1.3.2024, XNUMX
