Complaints regulations

Article I. Basic Provisions

In order to ensure the correct procedure for processing complaints regarding defects in goods and services sold and provided at the 1010 m a.s.l. Apartments and Cottages, and in accordance with Act No. 250/2007 Coll. on Consumer Protection as amended, and Act No. 40/1964 Coll. Civil Code as amended, the following complaint procedure applies:

1. The seller is obliged to properly inform the client of the terms and procedure for submitting a complaint, including where a complaint can be filed and where warranty repairs may be made.
2. This complaint procedure is subject to § 18 sec. 1 of the Consumer Protection Act and is available on the website www.1010.com.pl.
3. By personally accepting the goods or services, the consumer consents to the complaint procedure and confirms that they are familiar with its contents.
4. For the purposes of this complaint procedure, a complaint is understood as the assertion of liability for defects in goods or services. The complaint process concludes with the delivery of the repaired product, replacement of the product, refund of the purchase price of the goods or services, provision of a corresponding discount, written request to resume service, or justified refusal.
5. The rights and obligations of the consumer and service provider are regulated by the relevant Polish legal provisions.

Article II. Liability for Defects

If the client receives goods or services of lower quality or in a smaller scope than previously agreed upon, or compared to typical standards, the client has the right to claim any defects in the provided services or purchased goods. This includes the right to correction, completion, replacement, or a suitable discount from the agreed price.

Article III. Exercising the Right to Complain (Claims)

1. If the client identifies causes or facts that may justify a complaint, they must immediately report it to the service provider, either to the facility manager, staff, or another responsible person (hereinafter referred to as the "responsible person").
2. When filing a complaint, the client is required to present all relevant documents related to the service provided and/or goods purchased (e.g., order confirmation, invoice, receipt, etc.). Without proof of purchase, the service provider is not obligated to accept the complaint.
3. Complaints regarding accommodation defects must be reported to the staff without undue delay. The right to complain about accommodation defects expires if the client does not raise it before leaving the facility.
4. Complaints will be processed within 14 business days from the date of receipt.