Complaints Procedure

1. Introductory Provisions

This Complaints Procedure governs the lodging and handling of complaints concerning the RA.sk | Rýchla adresa service (the “Service”). It supplements the General Terms and Conditions available at https://ra.sk/podmienky.

The provider of the Service is:

• DAKA Rental s. r. o., registered office at Cintorínska 333/1, 900 43 Hamuliakovo
• Company ID (IČO) 54130549, Tax ID (DIČ) 2121580021, not a VAT payer
• registered in the Commercial Register of the Bratislava III Municipal Court, Section Sro, Insert No. 155761/B
• e-mail: info@ra.sk, website: https://ra.sk

2. Liability for Defects

The provider is responsible for ensuring that the digital service is provided, for the duration of the contract, in accordance with the contract, the General Terms and Conditions and the description of the features of the selected plan. A defect is, in particular, where the Service or any of its features does not work as described.

The following, in particular, shall not be considered a defect:

• unavailability during scheduled maintenance,
• blocking or quarantining of a link for breach of the rules of use,
• restrictions resulting from the limits of the selected plan,
• errors on the part of the customer, the customer’s devices, network or the target pages of links.

3. Availability of the Service

The provider strives to ensure high availability of the Service. For the Free, Starter and Pro plans, the provider does not guarantee any specific level of availability (SLA). The provider endeavours to carry out scheduled maintenance at times of low traffic.

4. Lodging a Complaint

• You may lodge a complaint by e-mail to info@ra.sk.
• Please state the e-mail address of your account, a description of the defect (what does not work, since when, and any affected links, if applicable) and how you wish the complaint to be resolved.
• Please lodge your complaint without undue delay after discovering the defect.

5. Confirmation and Handling of the Complaint

• The provider will confirm receipt of the complaint by e-mail.
• The provider will handle the complaint without undue delay, no later than 30 days from the date it was lodged. The provider will issue the customer a written confirmation of the resolution by e-mail.

6. Methods of Resolving the Complaint

Depending on the nature of the defect, the provider will resolve the complaint by:

• remedying the defect,
• granting an appropriate discount,
• refunding a proportionate part of the price for the period during which the Service was defective,
• in the case of a material defect, the customer may withdraw from the contract.

The provider may also reject the complaint if it does not concern a defect of the Service; the provider will state the reasons for the rejection.

7. Dispute Resolution and Supervision

If a consumer is not satisfied with the manner in which the complaint was handled, the consumer may contact the provider with a request for redress (by e-mail to info@ra.sk). If the provider responds negatively or does not respond within 30 days, the consumer may submit a request to initiate alternative dispute resolution to an ADR entity (subjekt ARS). The ADR entity is the Slovak Trade Inspection (Slovenská obchodná inšpekcia, www.soi.sk) or another authorised entity on the list maintained by the Ministry of Economy of the Slovak Republic (Ministerstvo hospodárstva SR).

The supervisory authority is the Slovak Trade Inspection, SOI Inspectorate for the Bratislava Region (Slovenská obchodná inšpekcia, Inšpektorát SOI pre Bratislavský kraj).

8. Final Provisions

• Rights and obligations not governed by this Complaints Procedure are governed by the General Terms and Conditions and the laws of the Slovak Republic.
• This Complaints Procedure is effective from 4 November 2026.