Issued in accordance with Act No. 40/1964 Coll., the Civil Code; Act No. 108/2024 Coll., on Consumer Protection; and Act No. 513/1991 Coll. Commercial Code, as amended
Article I. – Identification and Scope
- Provider: WOOZ s.r.o., Sekčovská 2792/4, 080 06 Ľubotice, Company ID: 53 808 720, Tax ID: 2121516705, VAT ID: SK2121516705 Email addresses: reklamacie@wooz.sk a podpora@wooz.sk | Website: https://wooz.sk | 24/7 Emergency Assistance Hotline: +421 948 299 963.
- Scope: It governs the handling of service defects for consumers (B2C) in accordance with the Civil Code and Act No. 108/2024 Coll., and for businesses (B2B) in accordance with the Commercial Code and WOOZ’s General Terms and Conditions.
Article II. – Subject Matter of the Complaint and Filing
- Reasons for the complaint: Technical failure of the unlocking/locking mechanism, failure of the checkout function in the app, incorrect mileage reading by the telematics system, delivery of an unroadworthy or dirty vehicle, incorrect billing of the rate, fuel, or deposit, and technical malfunctions.
- How to apply: By email to reklamacie@wooz.sk or in writing to the address of the registered office.
- Deadlines: Defects apparent at the time of acceptance must be reported via the „Report“ option during check-in. It is recommended that billing errors be reported within 14 days; the consumer’s statutory rights to a discount or waiver of rent (Sections 673 and 674 of the Civil Code) remain unaffected and must be exercised no later than 6 months (Section 675 of the Civil Code).
Article III. – Handling of Complaints and Customer Rights
- Confirmation of Defect Report: The provider shall immediately issue the consumer with a written confirmation specifying the deadline for remedying the defect, which It must not exceed 30 days pursuant to Section 4(1)(j) of Act No. 108/2024 Z. z.
- Types of equipment:
- free repair / remote support,
- provision of a replacement vehicle,
- a reasonable reduction in rent pursuant to Section 674 of the Civil Code (in the event of impeded use),
- waiver of rent pursuant to Section 673 of the Civil Code (in the event that the vehicle is completely unusable),
- financial reimbursement of wrongfully deducted payments/fines,
- crediting travel credit (only with the customer's express consent),
- justified rejection of a claim.
- Consequence of the deadline passing without action: If the Provider does not remedy the defect within 30 days, the consumer is entitled to a reasonable discount or to cancel the contract and receive a refund of the rent.
Article IV. – Evidence, Helpline, and Escrow
- Photo documentation: Photos taken at check-in and check-out are important evidence, but not the only evidence. The absence of a photo does not automatically result in the claim being denied; the Provider also evaluates telematics data (G-sensors, location) and service records.
- Checkout Error: In the event of a network or application outage, the Lessee is required to contact 24/7 hotline: +421 948 299 963 and lock the vehicle. The rental will end manually at the time of the attempt.
- Release of the deposit: If the issuing bank delays the release of the hold, the Provider will provide the customer with a transaction authorization code (PSP Reference / Auth Code) from the Adyen gateway to expedite the release of the hold.
Article V. – Supervision and Alternative Dispute Resolution (ADR)
- Supervisory authority: SOI Inspectorate for the Prešov Region, Obrancov mieru 6, 080 01 Prešov.
- ARS Entity: A consumer has the right to file a claim with the ARS: Slovak Trade Inspection Authority, Central Inspectorate – Department of International Relations and ARS, Bajkalská 21/A, 827 99 Bratislava 27, email: ars@soi.sk, adr@soi.sk, website: https://www.soi.sk/sk/alternativne-riesenie-spotrebitelskych-sporov.soi, or another entity from the list maintained by the Ministry of Health of the Slovak Republic (www.mhsr.sk).
These Complaint Procedures shall enter into force and take effect on September 14, 2026.
