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The Complaint Procedure Rules is issued pursuant to Act no. 250/2007 Coll. on consumer protection for companies DESIRE REAL, s.r.o., so sídlom Muškátová 2605/32, Pezinok IČO: 47312246 a DESIRE REALITY, s.r.o. so sídlom Muškátová 2605/32, Pezinok, IČO: 52038084 (hereinafter reffered to as the Real Estate Agency or RSA“).

The Complaint Procedure Rules regulates the conditions, method and place of handling complaints, as well as the mutual rights and obligations of the Real Estate Agency (hereinafter reffered to as the RSA“) and the client within the complaint procedure. Each client (hereinafter referred to as "consumer") has the right to file a complaint with REA about the service provided.

  1. The consumer can make a complaint based on his own judgment and opinion on the services provided by the REA. Complaints can be sent to the correspondence address of the company's headquarters at Muškátová 2605/32, 902 01 Pezinok, or to the company's office: Trnavská 1, 902 01 Pezinok, or by e-mail at info@desire.sk.
     
  2.  The term „complaintmeans the consumer's claim to verify the correctness, quality or extent of the service provided and/or the liability for defects in the services of the RSA. A consumer's complaint that relates to the non-fulfillment or defective fulfillment of obligations by a third party, a consumer’s initiative to improve the services of the Real Estate Agency or any other request, the subject of which is not the services or activity of the RSA, is not considered a complaint.
     
  3. The consumer has the right to complaint the right under Sections 622 and 623 of the Civil Code. The rights and obligations of the consumer related to the application and equipment of the claim are regulated by § 18 et seq. of Act no. 250/2007 Z.z. on consumer protection.
     
  4. When making a complaint, the consumer decides which of the rights according to § 622 and § 623 of the Civil Code he applies. The consumer is obliged to attach all documents and evidence that prove his claims to complaints. Based on the consumer's decision, the real estate agency will determine the method of processing the claim without delay, in complex cases no later than 3 working days from the date of application of the claim. In justified cases, especially if a complex expert assessment of the quality or scope of the service provided is required, he will determine the method of equipment within 30 days from the date of application of the complaints.
     
  5. The real estate agency is obliged to write down every complaint. The sample protocol forms an appendix to this complaint procedure. We ask clients to include in the report all the data specified in the sample.
     
  6.  After determining the method of processing the claim, the claim is processed immediately, in justified cases the claim can be processed later, while the processing of the claim takes no more than 30 days from the date of application of the claim. The complaint is handled by an authorized person - the manager, or his representative. After the expiry of the deadline for processing the complaint, the consumer has the right to withdraw from the contract. Completion of the complaint is understood as the termination of the complaint procedure by correcting an insufficiently or not at all provided (part) of the service, by paying an appropriate discount from the intermediary fee (commission). If the claim is unjustified, the Realitná kancelária will reject the claim.
     
  7. The REA bears the costs associated with processing the complaint. This does not affect the RSA right to reimbursement of demonstrably incurred costs related to the processing of an unauthorized complaint.
     
  8. REA will issue a confirmation to the consumer when making a complaint. If the claim is made via means of remote communication (e-mail), REA will deliver confirmation of receipt of the applied claim to the consumer immediately. If it is not possible to deliver the confirmation of the application of the claim immediately, it will be delivered without undue delay, but at the latest together with the document on the processing of the complaint.
     
  9. All documents, personal data and other sent to companies are subject to the protection of personal data of clients in accordance with the applicable regulations of the Slovak Republic.

Download documents

Complaint protocol (slovak) (14.99 kB)  Open Download
Complaint protocol (english) (15.28 kB)  Open Download

LESSONS ON ALTERNATIVE DISPUTE RESOLUTION

  1. The consumer has the right to contact REA with a request for correction, if he is not satisfied with the way in which the Real Estate Agency (REA) handled his complaint or if he believes that REA violated his rights. We recommend using written communication,by e-mail to the address info@desire.sk or in writing form to the address of the company headquarters.
     
  2. If REA responds negatively to this request or does not respond to it within 30 days from its sending, the consumer has the right to submit a proposal to initiate an alternative dispute resolution subject to an Alternative Dispute Resolution entity under Section § 12 of Act no. 391/2015 Coll. on alternative resolution of consumer disputes.
     
  3. The competent entity for the Alternative Resolution of Consumer Disputes is the Slovak Trade Inspection, to which the consumer can submit a proposal at the address: Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Resolution of Consumer Disputes, Prievozská 32, p.p. 29, 827 99 Bratislava 27 or electronically at: ars@soi.sk, adr@soi.sk. Other entities authorized for alternative resolution of consumer disputes are listed in the online list of entities:  
    http://www.economy.gov.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov.
     
  4. The client (consumer) of the RK may use the online dispute resolution platform available on this address to submit a proposal for an alternative consumer dispute settlement : https://www.slov-lex.sk/pravne-predpisy/prilohy/SK/ZZ/2015/391/20160201_4545799-2.pdf
     
  5. The proposal to initiate an alternative resolution of a consumer dispute must contain:
  • consumer's first and last name, delivery address, e-mail address and telephone contact, if any,
  • exact designation of the Real Estate Agency,
  • a complete and comprehensible description of the decisive facts,
  • indication of what the consumer is seeking,
  • the date when the consumer turned to REA with a request for correction and information that the attempt to resolve the dispute directly with REA was fruitless,
  • a statement that the same proposal has not been sent to another entity of alternative dispute resolution in the matter, the court or arbitration court has not decided on the matter, no mediation agreement has been concluded in the matter, nor has alternative dispute resolution been concluded in the matter in accordance with § 20 par. 1 letter a) to e) of Act no. 391/2015 Coll. on alternative resolution of consumer disputes.

This complaint procedure takes effect on January 1,2016 and fully replaces the complaint procedure from January 1, 2014.


Person authorized to handle complaints:      Mária Cillerová, konateľ, 0905 881936, info@desire.sk