Return policy

Pick-up date
12 00 change by select
Drop-off date
12 00 change by select

Πωλητής: United Rental Group
Ivanska cesta 43
821 04 Bratislava
Company ID: 445 609 40
VAT ID: SK2022746396

1. Scope of application
1.1.This complaint procedure regulates the complaint procedure between United Rental Group, sr o, which may be represented by the Company's contractual vendors (hereinafter referred to as "the Supplier") and the final customers ("the Customer"). Complaints Procedure regulates the complaint procedure in accordance with § 18 para. 1 of Act no. 250/2007 on consumer protection, Civil Code no. 401/1964 Coll. , Commercial Code - Act no. 513/1991 Zb.z. (all named acts as amended), as well as other generally binding legal regulations of the Slovak Republic. Claims are handled during the opening hours of the service where the service was provided. Complaints also equips customer service center
1.2 The Complaints Procedure applies to all services provided by the Supplier to the Customer.

2. Proof of service provision (vehicle hire)
2.1 The Contractor shall provide the Customer with a document proving the provision of the service, in which:
(a) the trade name, identification number and registered office of the supplier;
(b) traffic address
(c) the date of delivery of the service;
d) service identification
(e) the price of the service and the total price paid by the customer.
2.2 When selling a post-delivery service, the document must contain the destination, date and time of delivery.
3. Complaint process
3.1 The Contractor is obliged to duly inform the Customer about the terms and conditions of the complaint, including information on where the complaint can be filed.
3.2 The Contractor is obliged to accept a complaint in any establishment where the acceptance of the claim is possible with respect to the provided services and contractual conditions (they are part of each Vehicle Rental Agreement or are published on the Supplier's website). Each customer should be familiar with the specific terms and conditions at the latest when signing the Vehicle Rental Agreement to avoid any misunderstandings.
3.3 The Contractor or an employee authorized by him or any other person designated by the Contractor is obliged to handle the complaint immediately, in case it is not immediately possible due to the complexity of the complaint within 30 days. This time limit does not include the time needed for the professional assessment of the service shortage. Upon expiry of the maximum claim settlement period, the supplier has the same rights as if it were a deficiency that cannot be removed.
3.4 The Contractor shall be obliged to issue a confirmation of receipt of the complaint to the Customer when making a complaint.
3.5 The Contractor is obliged to issue a written document about the claim equipment within 30 days from the date of the claim.
3.6 The Contractor shall keep a record of the complaint and submit it to the Supervisory Authority upon request. The complaint record must contain information on the date of the claim, the date and how the claim is handled.
4. Claim Complaint The Customer's liability for defects in the provision of services to the Supplier may only be exercised during the period of service (rental of the vehicle), but no later than three working days after the service is provided (rental period expires).

5. Procedure for complaint handling
5.1 The customer is obliged to submit the following documents when filing a complaint: - proof of service provision (lease agreement), - a written statement of all deficiencies, - a proposal to settle the claim, - a claim for damages.
5.2 The Contractor shall issue to the Consumer a proof of claim filing. The document must contain: - the date of the claim, - the deficiencies claimed, - a proposal for the customer to settle the claim. This data may be stated in a written complaint from the customer.
5.3 A claim may be made whenever the service delivered has not been acquired (no rental of the vehicle has been made) or deficiencies have been discovered during the delivery of the service (car rental).

6. Method of deciding on a claim. On the basis of a qualified assessment of the deficiency, the contractor's authorized employee will decide on the method of resolving the complaint.

7. Complaint equipment
7.1. 30 days, provided that all conditions under this Complaint Procedure are met. 7.2 The Supplier is entitled to reject an incomplete or poorly claimed claim and to return it to the Customer for completion according to the STN ISO 10002 standard. The time limit for handling the claim is interrupted until the claim is reapplied.
7.3 Claims may be settled by: a discount on the price of the service, a refund of the money or a rejection by the Contractor. Claims for services by contractors' contractual dealers may be claimed pursuant to Section 436 et seq. provisions of the Commercial Code.
7.4 If a complaint submitted by a customer does not meet the conditions of the complaint procedure, the complaint will be provided by the Supplier in accordance with this Complaint Procedure and the relevant generally binding legal regulations so that its legal rights are not affected.
7.5 The claim will not be accepted if the supplier proves credibly that the claimed defect is not at fault and the supplier was unable to prevent it, given that another unpredictable fact caused the deficiency.
7.6 In the case of an unjustified claim, the costs associated with the resolution of the claim may be claimed against the customer.


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