Complaints Regulations

Published by: MarketerIT s.r.o.

Release date: 7.3.2024

Effective date: 7.3.2024

MarketerIT s.r.o., ID No.: 50772619, registered office: Cez ohrady 738/33, Trenčín 91101 registered in the Commercial Register of the Commercial Court of Trenčín, Section: Sro, Insert No. 34490/R (hereinafter referred to as the Company), hereby issues :

Complaints Regulations

Which regulates the rights and obligations of the Company's customers when filing complaints and claims.
  • Each customer of the Company has the right to complain about the fact, which are the subject of the business relationship between the customer and the Company and which the customer believes has been fulfilled by the Company inadequately, poorly or not at all.
  • The Customer or a potential Customer or a third party may complain about the conduct, faulty conduct, unprofessional or erroneous procedure of the Company or the Company's employees in the event that he/she believes that he/she has been harmed and requests the Company to remedy, change, apologize or compensate for damages, as the case may be. The complaint relates to facts which are not the subject of the business relationship between the Customer and the Company and have arisen in the course of contact between the Customer and the Company.
  • Any potential customer who has been in demonstrable contact with an employee of the Company shall have the same rights and obligations relating to the filing and subsequent resolution of complaints as any customer of the Company.

1. Particulars of a complaint

The complaint must contain the following information, depending on the type of complaint.

Online exchange:

The customer must provide at a minimum the following information:

  • Transaction ID/VS
  • Date of the transaction
  • Type of transaction
  • Fiat currency and valus
  • Crypto currency and its value
  • Contact email
  • Description of the event


At a minimum, the customer must provide the following information:

  • The date on which the conduct of the employee that is the subject of the complaint occurred
  • Description of the situation

n addition to the above, the Customer must always include the following in each complaint/gri­evance:

  • Name and surname
  • His/her email address at which he/she wishes to be contacted
  • Their phone number

In the event that the complaint does not contain all the necessary elements, the Company is entitled to ask the Customer to complete the required information within a period of 10 days.

2. Method of lodging a complaint

The Customer may submit a complaint in any of the following ways:

When submitting a complaint via the Company's Ticketing System, by telephone or by email, the customer is obliged to provide all the details as specified in point 1 of these Complaints Regulations. The prospective customer and/or customer may file a complaint no later than 30 days from the date on which the conduct complained of occurred.

3. Method of resolving the complaint

The Company will acknowledge receipt of the complaint to the customer, stating when the complaint was received, what the content of the complaint is, the complaint number and when the complaint is expected to be resolved.

The Company will deal with all complaints properly and promptly.

The Company shall provide the Customer with a response to the complaint within 30 calendar days from the date of receipt of the complaint, excluding any time limit for the Customer to complete any supporting documentation.

If it is not possible for the Company to deal with the received complaint within the time limit specified in the preceding paragraph. For reasons beyond the Company's control, the Company shall notify the Customer of this fact, stating the reason why the deadline for the claim cannot be met. In such a case, a response to the complaint shall be sent to the Customer no later than 35 working days after the date of receipt of the complaint.

The Company will generally provide the Customer with the same method in which the Customer submitted the complaint/complaint or in the manner requested by the Customer.

In the event of a repeated complaint, the matter must be re-examined and the customer must be informed of the result of the examination within the time limit set out in the preceding paragraphs. In the event that the customer does not raise any new relevant facts, the arguments made by the customer are repetitive and the customer has already received at least one proper response, the customer may be referred to the Company's previous statement.

4. Rejection of the complaint

The Company has the right to reject/reject a claim in the following cases:

  • The complaint does not contain all the necessary elements according to point 1. and at the same time the customer does not complete them within 10 days.</il>>
  • In the event that the customer fails to submit relevant documents that clearly prove the reason for the repeated claim.</il>

5. Dispute resolution

Any dispute that arises between the Customer and the Company. the disputing parties shall endeavour to resolve amicably, otherwise all disputes arising shall be subject to the jurisdiction of the competent courts of the Slovak Republic.

The Client may file a complaint with the supervisory authority – Slovenská obchodná inspekcia Inšpektorát SOI pre Trenčiansky kraj (Slovak Trade Inspection Inspectorate for the Trencian Region) against the manner of handling of the claim or complaint of the Company.

Address: Hurbanova 59, 911 01 Trenčín, phone number: 032/6400 109

www: Slovenská obchodná inšpekcia –

Another form of dispute resolution is the ODR platform: Online Dispute Resolution | European Commission