Complaints Policy at Amateri.com

(“Complaints Policy”)

I. Introductory Provisions

  1. This Complaints Policy governs the procedure for complaints about services provided at Amateri.com platforms (“Amateri.com”) in accordance with Art 13 and 19 of Act No. 634/1992 Sb., on consumer protection, as amended (“CPL”).
  2. This Complaints Policy supplements the General Terms and Conditions (“GTC”) in accordance with Art XII (8) GTC.

II. Definitions

  1. A consumer in the sense of Art 419 of Act No. 89/2012 Sb., Civil Code, as amended (“CC”), is a user of Amateri.com who purchases services provided at Amateri.com, and who at the same time does not act within the independent performance of their profession (“Consumer”).
  2. An entrepreneur in the sense of Art 420 et seq. CC and for the purposes of processing the complaint is ScrumWorks, s.r.o., IČO 261 11 161 (“Provider”).
  3. A complaint is an act of the consumer which, due to its nature and method of application, shows the features of pointing out a defect in the service provided at Amateri.com (“Complaint”).

III. Complaint

  1. A Consumer who intends to exercise their right from faulty performance (complaint) of services at Amateri.com will do so exclusively through the contact form available at https://www.amateri.com/en/support/ (“Contact Form”) and from the “Category” menu selects the “Complaint” option.
  2. Due to the number of requests processed and also for technical reasons, any other methods of contacting the Provider, including through a user account, cannot be considered a Complaint.
  3. In the Contact Form, the Consumer specifies what they see as defective service performance, including documenting a screenshot or other visual, audio-visual or other evidence confirming the Consumer's claim.
  4. With regard to the safety of users on Amateri.com and for the prevention of possible misuse of the user account, the Consumer is obliged to state their full name, contact email and contact phone number when making a Complaint.
  5. The Provider has 30 days from receipt of the Complaint to process it, and the Complaint can be processed in accordance with the law as follows:
    1. The Provider fully acknowledges the Complaint and complies with the Consumer's request, or
    2. the Provider partially acknowledges the Complaint and partially complies with the Consumer's request, or
    3. the Provider completely rejects the complaint and refuses to process it.
  6. Once a Complaint has been settled, it cannot be applied again; The Provider reserves the right not to respond further to a Complaint regarding the same subject.

IV. Appeal

  1. A Consumer who is fundamentally dissatisfied with the manner in which the Complaint was processed has the possibility of filing an appeal against the decision to process the Complaint to the legal department of Amateri.com, to the email address legal@amateri.com.
  2. In their submission, the Consumer shall state
    • claim number, date of submission and method of settlement,
    • the reason for which the Consumer does not agree with the method of processing the given complaint, and
    • the method of settlement of the complaint that the Consumer considers acceptable.
  3. The Provider's legal department has 30 days from the date of its submission to process the appeal; the decision of the legal department is final.

V. Resolution of Consumer Disputes

For the resolution of consumer disputes, according to the provisions of Art 20e (d) CPL, the competent body is the Czech Trade Inspection.

VI. Final Provisions

  1. This Complaints Policy is effective from 1 October 2022.
  2. The Provider reserves the right to change this Complaints Policy unilaterally.
  3. In case of discrepancy between the language versions, the Czech version shall prevail.