Complaints procedure

Migrant.sk s.r.o., registered seat Werferova 6, 040 11 Košice – mestská časť Juh, company ID (IČO) 55 906 265, tax ID (DIČ) 2122124499, registered in the Obchodný register Mestského súdu Košice, oddiel Sro, vložka č. 58307/V. Office: Moyzesova 36, 040 01 Košice. E-mail help@migrant.sk, phone 0940 987 094.

Article I – General provisions

1. This procedure governs how complaints about services offered and provided by Migrant.sk s.r.o. (the “provider”) are handled.
2. The procedure is binding for the provider and the client and is published on migrant.sk.
3. By paying for the ordered service the client confirms having read this procedure.

Article II – Definitions

• Client – a natural or legal person using the provider’s services.
• Complaint – exercising the right arising from liability for defects of the provided service or an incorrectly invoiced amount.
• Settlement – closing the complaint by remedying the defect, providing the service again, refunding the price, granting a discount or a reasoned rejection.

Article III – Liability for defects

1. The provider is responsible for delivering the service in the agreed scope, quality and time.
2. A decision of an authority, a change of law after filing or the consequence of untrue or incomplete data from the client is not a defect.

Article IV – Filing a complaint

1. The client files a complaint without undue delay, no later than 30 days after discovering the defect.
2. Complaints may be sent to help@migrant.sk, in writing to the registered seat or in person at the office at Moyzesova 36, Košice.
3. The complaint states the client’s identification and contact details, the request code (if any) and an exact description of the defect.
4. The provider issues a confirmation of receipt.

Article V – Handling

1. The provider investigates the complaint without undue delay and decides how to settle it.
2. The client is informed of the outcome within 30 days of filing, by e-mail or in writing.

Article VI – Ways of settlement

The provider settles the complaint by remedying the defect, providing the service again, refunding the price or part of it, granting a discount, or a reasoned rejection.

Article VII – Alternative dispute resolution

A consumer may contact the Slovak Trade Inspection or an alternative dispute resolution body under Act No. 391/2015 Coll. if the provider rejected the complaint or did not handle it within 30 days.

Article VIII – Final provisions

This procedure is effective from 8 September 2026. The provider may amend it; the version in force on the day of filing applies.