Seller: United Rental Group, Ivanska cesta 43, 821 04 Bratislava Company ID No.: 445 609 40 VAT ID No.: SK2022746396

1. Scope of application

1.1 This complaints code regulates the complaints procedure between United Rental Group, s. r. o, which can be represented by the company’s contracted vendors (hereinafter referred to the "Supplier") and the end customer (hereinafter referred to as the "customer"). The complaints code regulates the complaints procedure in accordance with Section 18(1) of Act No. 250/2007 on Consumer Protection, the Civil Code - Act No. 40/1964 Coll., the Commercial Code - Act No. 513/1991 Coll. (all the aforesaid legislation as amended), as well as other generally binding legal regulations of the Slovak Republic. Complaints will be handled during the business hours of the office that provided the service. In addition complaints will be handled by the customer service centre on 00421903653267.

1.2 The complaints code applies to all services of the supplier provided for customers.

2. Receipt for service provision (car rental)

2.1 The supplier is obliged to issue a receipt/tax document for service provision to the customer, which will include:

a) the supplier's company name, ID number and registered office;

b) the office address; c) the date of the service provision; d) the service identification; e) the price of the service and the total price paid by the customer.

2.2 When selling a service with subsequent delivery, the receipt has to include the place, the date and the time of the delivery.

3. Complaints procedure

3.1 The supplier is obliged to duly inform the customer of the terms and the conditions for submitting a complaint including information where a complaint can be filed.

3.2 The supplier is obliged to accept a complaint at any office that enables complaint acceptance with regards to the provided services and the contractual terms and conditions (they are included in each Car Rental Contract or are published on the supplier's website). Each customer should get acquainted with specific contractual terms and conditions when signing the Car Rental Contract at the latest so as to avoid possible misunderstandings.

3.3 The supplier or its authorised employee or another appointed person is obliged to deal with a complaint immediately, and in case it is not possible considering the complexity of the complaint within 30 days at the latest. This deadline does not include the time needed for expert assessment of the alleged defective service. After expiration of the maximum period for dealing with the complaint, the supplier has the same rights as if it was a defect that cannot be removed.

3.4 Upon filing a complaint the supplier is obliged to issue a proof of acceptance of the filed complaint to the customer.

3.5 The supplier is obliged to issue a written document from the complaint handling within 30 days at the latest after the date of the complaint application.

3.6 The supplier is obliged to keep records of the complaint and submit it on request to the supervisory authority. The complaint records have to include details of the date of the filing, the date and the manner of handling.

4. A complaint of the customer's rights from liability for defects in providing service by the supplier may only be filed during the period of the service (car rental), but no later than within three working days after the provision of the service (the rental period expires).

5. Complaints handling procedure

5.1 When applying a complaint, the customer is obliged to submit the following documents: - document of service provision (Rental Contract), - a written statement of all defects, - a proposal of the complaint resolution, - a proposal for indemnity.

5.2 The supplier will issue a document for the customer certifying the complaint filing. The document has to include: - the date of the complaint filing; - complained defects, - the customer's proposal for the complaint resolution. This data can be stated on the customer's written complaint. 

5.3 The complaint can be filed whenever the delivered service did not fulfil its nature (car rental did not happen) or during the service delivery (time of implementation of the car rental) defects appeared.

6. The manner of deciding on a complaint.

Based on a qualified assessment the appointed employee will decide on the manner of dealing with the complaint.

7. Complaint handling

7.1 The period for handling the claim can be max. 30 days provided that all the conditions ensuing from this Complaint Code are met.

7.2 The supplier is entitled to decline an incomplete or poorly applied complaint and return it to the customer for amendment according to the standard STN ISO 10002. The refusal to accept a complaint does not affect the period for handling the complaint. The period for handling the complaint will be interrupted until repeated application of the complaint.

7.3 The complaint can be resolved: by a discount from the price of the service, money refund or refusal by the supplier. Service complaints at the supplier's contracted vendors can be filed according to Section 436 et seq. provisions of the Commercial Code.

7.4 If a complaint filed by the customer does not meet the conditions of the complaint procedure, the supplier will handle this complaint in accordance with the relevant generally binding legal regulations so as not to affect the customer's legal rights.

7.5 The complaint will not be accepted in case the supplier credibly proves that the complained defect was not its fault and the supplier was not able to prevent it considering the fact that the defect was caused by another unpredictable circumstance.

7.6 In case of an unjustified complaint, the customer may be charged for expenses related to handling of the complaint.


20 May 2014

AVIS Slovakia


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