# Complaints Policy

English|[Slovak](https://voilaiq.com/complaints-sk)

# Complaints Policy

Last updated: November 1, 2026

This document is available in English and Slovak. In case of any discrepancy, the English version prevails.

## Oblik s. r. o.

This Complaints Policy of **Oblik s. r. o.**, Company ID (IČO): 56275447, VAT ID: SK2122261174, Tax ID (DIČ): 2122261174, registered at Doležalova 3424/15C, 821 04 Bratislava – Ružinov, Slovak Republic, e-mail: [hello@oblik.sk](mailto:hello@oblik.sk) (hereinafter the **"Provider"**), governs the conditions and procedure for handling complaints regarding the **VoilàIQ** service provided by the Provider.

## Article I – General Provisions

1. This Complaints Policy governs the conditions and manner in which a User may file a complaint about the Service, including where a complaint may be submitted.
2. In accordance with § 18(1) of Slovak Act No. 250/2007 Coll. on Consumer Protection, this Complaints Policy duly informs consumers of the conditions and manner of exercising rights arising from liability for defects (complaints).
3. This Policy applies to legal relationships arising between the Provider and a User who is a **consumer** (a natural person acting outside their business or professional activity). The Provider's liability for defects in the Service toward a User who is **not** a consumer (a legal entity / business) is governed by the separate Article XI of this Policy, in accordance with the Commercial Code.
4. This Complaints Policy forms an integral part of the Provider's Terms and Conditions and an integral part of the Agreement concluded between the Provider and the User.
5. This Complaints Policy is published on the Provider's website at: voilaiq.com/complaints.
6. The User is obliged to familiarize themselves with this Policy and the Terms and Conditions prior to concluding the Agreement with the Provider.

## Article II – Definitions

1. **Provider** — Oblik s. r. o. (identification details above).
2. **User** — a natural or legal person in a contractual relationship with the Provider based on an Agreement for the provision of the Service.
3. **Consumer** — a User (natural person) who, when concluding the Agreement, is not acting within the scope of their business or other professional activity.
4. **Service** — VoilàIQ, a SaaS platform for brand intelligence and media monitoring, including all associated features (mention tracking, AI sentiment analysis, reports, alerts) and AI credits (tokens).
5. **Agreement** — a standardized agreement for the provision of the Service, concluded by accepting the Terms and Conditions upon registration/account creation and/or by selecting a paid plan.
6. **Complaint** — the exercise of rights arising from liability for defects in the provided Service.
7. **Resolution of a Complaint** — the conclusion of the complaint procedure by remedying the defect, replacing the Service, refunding the price charged (in full or in part), granting a credit, or a justified rejection of the complaint.
8. **AI Credits (Tokens)** — an additional billing unit for the use of AI features of the Service beyond the quota included in the subscription.
9. **Supervisory Authority** — the Slovak Trade Inspection (Slovenská obchodná inšpekcia, SOI), Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, 820 07 Bratislava.

## Article III – Legal Framework

This Complaints Policy is issued in accordance with:

1. Act No. 40/1964 Coll., the Civil Code, as amended,
2. Act No. 250/2007 Coll. on Consumer Protection, as amended,
3. Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services under a Distance Contract,
4. Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes,
5. Act No. 513/1991 Coll., the Commercial Code — in relation to Users who are not consumers.

## Article IV – Limitation of Liability for AI-Generated Content

1. **A complaint may not be based on** the substantive accuracy, sentiment interpretation, or conclusions generated by artificial intelligence (AI). Due to the nature of AI technology, the Provider does not guarantee the absolute accuracy, completeness, or reliability of AI-generated analyses, sentiment scores, or recommendations.
2. The User is solely responsible for assessing the relevance and accuracy of such generated content for their own purposes, and for any decisions made on the basis of such content.
3. This limitation does not apply to the technical functionality of the Service (see Article V) — a distinction is drawn between AI *interpretation* (not subject to complaint) and a technical *malfunction* preventing proper use of the Service (subject to complaint).

## Article V – Liability for Defects and Service Availability (SLA)

1. The Provider is liable for the Service meeting quality requirements consistent with the nature of the Service and the concluded Agreement.
2. A **complainable defect of the Service** shall in particular mean:unavailability of the Service beyond the guaranteed availability level (see points 3–4 of this Article),incorrect calculation or billing of AI credits (tokens),technical malfunction of the platform preventing its regular use.
3. **During the beta phase**, the Provider guarantees Service availability at a level of **99.95%** within a given calendar month.
4. Availability calculations **exclude** pre-announced planned maintenance, which will generally be carried out on weekends or after 8:00 PM (CET/CEST).
5. The Provider is liable for defects in the Service offered for the duration of its provision to the User.

## Article VI – Filing a Complaint

1. The User is entitled to file a complaint regarding:the quality/technical functionality of the provided Service (within the scope of Article V),the accuracy of a charged amount, if there is reasonable doubt that an invoice was not issued in accordance with the Agreement and the price list.
2. The User must file a complaint without undue delay after discovering the defect, and no later than within **30 days**, otherwise the right to complain expires.
3. A complaint may be filed in writing:to the Provider's registered address, orby e-mail to [hello@oblik.sk](mailto:hello@oblik.sk).
4. When filing a complaint, the User shall provide their identification details (name, address, e-mail), precisely describe the defect and how it manifests, and the time period in which the defect occurred. For billing accuracy complaints, the User shall also state the billing period to which the complaint relates.

## Article VII – Resolution of a Complaint

1. The Provider shall investigate a filed complaint without undue delay and decide on the manner of its resolution.
2. A complaint shall be resolved no later than within **30 days** of the date it was filed.
3. After the deadline for resolving the complaint has passed, the User has the right to withdraw from the Agreement or request replacement of the Service.
4. The Provider shall inform the User of the resolution of the complaint by e-mail.

## Article VIII – Methods of Resolving Complaints and Refunds

1. If a remediable defect occurs in the Service, the User has the right to have it remedied free of charge and in a timely manner.
2. **Refund rules (specific to VoilàIQ):****a) Unused AI credits (tokens)** — If the User has not used purchased AI credits, they are entitled to a full refund for the unused portion, or to a credit for a future period, at the User's choice.**b) Used AI credits (tokens)** — No refund is issued for AI credits already used, since the Service has been performed in that respect. Exception: if a complaint concerning an *incorrect calculation* (a technical error in counting/billing tokens, not AI interpretation) is found to be justified, the error shall be corrected in the User's favor.**c) Cancellation of a subscription or a change to a lower plan** — The User may cancel the subscription or move to a lower plan at any time. The change takes effect at the end of the billing period already paid for; until then the User keeps access to the Service on the current plan. For the remaining part of the period already paid for **no refund is made** , unless the applicable law requires it. A payment for a billing period in which the Service was not used at all is dealt with under point d).**d) Unused subscription (Service not used at all)** — If the User did not use the Service at all during the current billing period, they are entitled to a full refund for that period.
3. The amount of any discount or partial refund shall be decided by the Provider's statutory body, taking into account the nature of the defect and its duration.
4. The Provider shall conclude the complaint procedure by one of the following means: remedying the defect, replacing the Service, refunding the price (in full or in part per the rules in point 2), granting a credit, or a justified rejection of the complaint.

## Article IX – Protection of Personal Data

The processing of personal data in connection with the complaint procedure is carried out in accordance with the Provider's [Privacy Policy](https://voilaiq.com/privacy), available at voilaiq.com/privacy, and applicable GDPR regulations.

## Article X – Alternative Dispute Resolution

1. If a consumer User is not satisfied with the resolution of their complaint, they are entitled to contact the Provider with a request for remedy. If the Provider rejects the request or fails to respond within 30 days, the consumer User has the right to initiate alternative dispute resolution (ADR) proceedings.
2. The competent authority for ADR is the **Slovak Trade Inspection (SOI)**, Bajkalská 21/A, P.O. BOX 29, 827 99 Bratislava, [info@soi.sk](mailto:info@soi.sk), or another entity listed by the Ministry of Economy of the Slovak Republic.
3. An ADR application may also be submitted via the platform [https://ec.europa.eu/consumers/odr/](https://ec.europa.eu/consumers/odr/).

## Article XI – Complaint Procedure for Users Who Are Legal Entities (B2B)

1. The Provider's liability for defects in the Service toward a User who is not a consumer is governed by the relevant provisions of the Commercial Code.
2. The provisions of Article IV (AI liability limitation), Article V (SLA/availability), and Article VIII (refund rules) apply mutatis mutandis to Users who are legal entities.
3. Time limit for filing a complaint: as in Article VI (30 days from discovery of the defect).
4. Time limit for resolving a complaint: as in Article VII (30 days), provided that this period may not be shorter than 30 days from the filing of the complaint.
5. The right to withdraw from the Agreement, request replacement of the Service, or receive a proportional refund is exercised by a legal-entity User under the same conditions as in Article VIII, with the provisions on "remediable vs. non-remediable defects" under the Civil Code applied mutatis mutandis, in accordance with the Commercial Code.

## Article XI-a – Right of Withdrawal (for Services with a Trial Period)

1. If the Provider offers a free trial period for a given Service plan, a consumer User has the right, in accordance with the law on consumer protection for distance contracts, to withdraw from the Agreement within 14 days of its conclusion, without giving any reason.
2. By accepting the trial period terms and beginning to use the Service during the trial, the User **expressly agrees** that the provision of digital content/service begins before the expiry of the withdrawal period under point 1 of this Article.
3. Accordingly, the User **loses the right of withdrawal** from the Agreement once the Service has been fully provided during the trial period with the User's prior express consent and confirmation of having been informed of this loss of the right of withdrawal.
4. If the User withdraws from the Agreement before the trial period expires and before it has been fully used, the refund rules under Article VIII of this Policy apply (proportional to unused days, if payment has already been made).
5. This provision applies to any future plans or promotions of the Service that include a trial period, without the need for a separate amendment to this Policy for each such case.

## Article XII – Final Provisions

1. This Complaints Policy takes effect on the date of its publication on the Provider's website.
2. The Provider reserves the right to amend and supplement this Complaints Policy without prior notice, subject to the obligation to publish such amendments on the website.