Complaints procedure

Last updated: September 7, 2026

The aim of the complaints procedure is to enable the client to clearly identify the defect or non-conformity and to enable Pepax to investigate and appropriately remedy the matter.

1. Provider

2. What can a complaint be made about?

Depending on the nature of the contract, a complaint can be made in particular to:

• a professional service that does not correspond to the agreed scope or agreed characteristics,
• individually prepared professional output,
• digital content,
• digital service and paid access to the Library,
• incorrect assignment of paid membership level or incorrect expiration,
• any other defect in performance for which Pepax is liable under the law or contract.

A complaint is not a tool to challenge a professional opinion simply because the client prefers a different interpretation, provided that the output was processed in accordance with the agreed terms of reference and with reasonable professional care. This does not affect legal rights in the event of a genuine defect in performance.

3. How to make a complaint

A complaint can be filed in particular:

• by email to info@pepax.sk,
• in writing to the registered office address,
• or another agreed channel that allows the content of the submission to be preserved.

We recommend that you include:

1. name and contact email,
2. invoice number, order or contract identification, if any,
3. name of the service or membership level,
4. description of the defect or non-conformity,
5. when the defect appeared,
6. what the client proposes as an appropriate solution,
7. documents that help prove the defect.

If any information is missing, Pepax may request its completion if it is necessary for a proper assessment of the complaint.

4. Confirmation of receipt

We will confirm receipt of the complaint on a durable medium, usually by email. The confirmation may include identification of the complaint and information on further action.

5. Complaint assessment

We assess the complaint according to:

• individual agreement or order,
• General Terms and Conditions,
• the nature of the delivered service,
• legal requirements for a service or digital performance,
• relevant documents and communication.

If client cooperation is required, the reasonable time frame for processing may depend on the delivery of the necessary documents.

6. Possible remedies

Depending on the nature of the defect and legal rights, the solution may be in particular:

• correction or addition of the output,
• restoration or correction of digital access,
• bringing digital fulfillment into compliance,
• replacement provision of the agreed part of the service,
• reasonable discount on the price,
• refund of the price or part thereof,
• withdrawal from the contract, if the legal conditions are met,
• other reasonable agreed solution.

For consumers, the order and scope of rights are governed primarily by the Civil Code and the Consumer Protection Act. These rights cannot be restricted by the Complaints Procedure.

7. Digital Library L2/L3

For a paid Library, the following may be considered a defect, depending on the circumstances:

• the user does not have access to the paid level after full payment has been confirmed,
• the system records an incorrect expiration date,
• the paid content is not technically available to the extent that it complies with the contract,
• the digital performance does not comply with legal or agreed requirements.

The fact that the Library is continuously growing and individual planned topics are not yet published is not considered a defect in itself, unless such specific content was explicitly included in the paid offer.

In the case of continuously provided digital performance, legal liability for defects is assessed during the agreed period of provision.

8. Professional services and individual outputs

In the case of individual service, compliance with the agreed assignment, scope, output and professional care are assessed in particular.

If the client requests a new topic, a change in the assignment, or an extension beyond the agreed scope after the assignment has been submitted, this does not automatically constitute a complaint about the original performance. Such a request may be new or additional professional work.

9. Result of the complaint

We will inform the client about the outcome of the complaint on a durable medium. The notification will include the result of the assessment and, if necessary, the method of remediation or the reason why the complaint could not be satisfied.

10. Request for redress and alternative dispute resolution

A consumer who believes that his consumer rights have not been respected may request redress from Pepax.

If Pepax responds negatively to the request for correction or does not respond to it within 30 days from its dispatch, the consumer may submit a proposal for alternative resolution of a consumer dispute pursuant to Act No. 391/2015 Coll.

For general consumer disputes, the competent body is in particular:

The possibility of going to court is not affected.

11. Protection of personal data when making a complaint

We process the data from the complaint for the purposes of handling the complaint, fulfilling legal obligations and protecting legal claims. Details are provided in the document Personal data protection.

12. Final provisions

This complaint procedure supplements General terms and conditions. If the law provides the consumer with a broader right, the statutory provision shall apply.

Last update: September 7, 2026

Efficiency: from September 7, 2026.