Complaints Policy

This page is an informational translation of the Slovak original. Only the Slovak version is legally binding; in case of any discrepancy, the Slovak version prevails. Read the Slovak original

Effective from 1 September 2026. The wording in force at the time the repair was carried out applies to the handling of a complaint.

1. Service operator

BiBOX SK s. r. o.
Lichnerova 116/8, 903 01 Senec, Slovak Republic
Company ID (IČO): 57070547 · Tax ID (DIČ): 2122555017 · VAT ID (IČ DPH): SK2122555017

Phone: +421 944 493 089 (shop), +421 944 493 087 (service technician)
E-mail: info@servis-pc.sk
The business operates under the trade name SERVIS PC.

Supervisory authority: Slovak Trade Inspection (SOI), SOI Inspectorate for the Bratislava Region, Bajkalská 21/A, 827 99 Bratislava.

2. Scope of the complaints policy

This complaints policy governs the manner and conditions of asserting liability for defects of a completed repair and for defects of spare parts supplied as part of the repair.

It applies to customers who are consumers within the meaning of Act No. 108/2024 Coll. on Consumer Protection. For customers who are businesses, liability for defects is governed by the Commercial Code and the agreement of the parties; unless agreed otherwise, the warranty period is 12 months.

3. Warranty period

The operator provides a warranty on the completed repair and on the spare parts used in the repair of 24 months from the day the customer takes over the repaired device.

The warranty applies solely to the part of the device that was the subject of the repair and to the part that was replaced during the repair. It does not apply to other parts of the device or to faults unrelated to the completed repair.

The warranty period is extended by the time during which the customer could not use the device because of a warranty repair.

If, by agreement with the customer, a used or refurbished part is used in the repair, the warranty period for that part is 12 months; the customer is informed of this in advance and the fact is noted in the service protocol.

4. When the warranty does not apply

The warranty does not cover defects caused in particular by:

• mechanical damage to the device after it was collected from the service (drop, impact, bending, pressure),
• liquid or moisture getting into the device after collection,
• use of the device contrary to the manufacturer’s instructions or in unsuitable conditions (extreme temperatures, dust, humidity),
• interference with the device by a person other than the operator (including an attempt at a do-it-yourself repair or opening the device),
• use of non-original or damaged accessories, in particular chargers and cables,
• natural wear, in particular a gradual decline in battery capacity,
• software intervention by the customer, an operating system update or installation of applications from unverified sources,
• an unavoidable event (natural disaster, power surge).

The warranty lapses if the warranty seal, where one was placed on the device, is broken, and in the event of unauthorised interference with the repaired unit.

5. How to file a complaint

You can file a complaint:

• in person at the premises Lichnerova 116/8, 903 01 Senec,
• by e-mail to info@servis-pc.sk.

When filing a complaint it is necessary to:

• deliver the complained-about device to the operator’s premises,
• present the service protocol or proof of payment for the repair,
• describe as precisely as possible the defect complained about and the way it manifests itself,
• provide the access code to the device if it is needed to verify the defect.

The complaint procedure begins on the day all of the above conditions have been met at the same time. The operator issues the customer a confirmation that the complaint has been received.

6. Handling deadlines

We will always resolve a complaint in the shortest possible time, at the latest within 30 days.

7. Ways of resolving a complaint

If it is a defect that can be removed, the customer has the right to have it removed free of charge, in good time and properly.

If it is a defect that cannot be removed and that prevents proper use of the device, the customer has the right to an appropriate discount on the repair price or to withdraw from the contract and have the price paid refunded.

A complaint may also be resolved by its reasoned rejection if it is shown that the defect complained about does not fall within the scope of the warranty under point 4.

8. Expert assessment

If the customer filed the complaint within the first 12 months of the repair, the operator may reject the complaint only on the basis of an expert assessment. The operator bears the costs of this assessment regardless of its outcome.

If the customer filed the complaint after 12 months and the operator rejected it, the operator states in the document on its handling to whom the device may be sent for expert assessment. If the customer proves the operator’s liability through such an assessment, the customer may file the complaint again; the warranty period does not run while the assessment is being carried out, and the operator reimburses the customer for all reasonably incurred costs within 14 days of the day of the renewed filing.

9. Alternative dispute resolution

If you are not satisfied with the way we handled your complaint, or if you believe we have violated your rights, you have the right to contact us with a request for redress. If we reply to your request with a refusal or do not reply within 30 days of the day it was sent, you have the right to submit a proposal to start alternative dispute resolution under Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes.

The alternative dispute resolution body is the Slovak Trade Inspection or another authorised legal entity entered in the list kept by the Ministry of Economy of the Slovak Republic. The proposal may also be submitted via the ODR platform at ec.europa.eu/consumers/odr.

10. Final provisions

This complaints policy forms an integral part of the operator’s Terms and Conditions and takes effect on 1 September 2026.