Complaints Policy

This is an informative translation. The legally binding version is the Czech one, governed by the law of the Czech Republic.

The service provider and seller is Nolentra s.r.o., Company ID 24449237, with its registered office at Zahradní 541, 253 01 Hostivice, Czech Republic, registered with the Municipal Court in Prague, Section C, Insert 441357. Contact: support@mapino.app, tel. +420 315 315 496.

1) What can be claimed

Mapino provides digital services. In particular, you may file a complaint about a non-functional or defective provision of a paid service, an order that was not activated, incorrect billing, or any other discrepancy between the service and the order.

2) How to file a complaint

Send your complaint to support@mapino.app.
Please state at least the name or e-mail used for the order, an identification of the order or listing, a description of the problem and, where possible, a screenshot or video.
If it is necessary in order to handle the complaint, we may request additional information.

3) How we handle complaints

We confirm receipt of the complaint without undue delay.
If the complaint is justified, we will remove the defect, provide the service again, grant a reasonable discount or refund the money, depending on the nature of the defect and the applicable legal regulations.
If the complaint is unjustified, we will explain the reason for rejecting it.

4) Withdrawal from the contract and refunds

If the buyer is a consumer, they generally have the right to withdraw within 14 days from contracts concluded at a distance, unless the law provides for an exception.
For digital content or a digital service supplied without a physical medium, the right of withdrawal may cease to exist if you expressly consented to immediate provision and acknowledged that you thereby lose the right of withdrawal to the extent permitted by law.
If a payment was received but the service was not activated for reasons on Mapino's side and the situation was not remedied without undue delay, we will refund the payment using the same or a comparable method.
The mere fact that a paid promotion did not bring the expected business result does not, in itself, establish a right to a refund, provided the service was delivered in accordance with its description.

5) Out-of-court resolution of consumer disputes (ADR)

If a dispute arises between us and a consumer that cannot be resolved directly, the consumer may submit a proposal for out-of-court dispute resolution to the Czech Trade Inspection Authority (Česká obchodní inspekce). Current information is available at www.coi.cz/informace-o-adr.

6) Contact

Complaints and grievances: support@mapino.app