1. Introductory Provisions
1.1. This Complaints Policy (Reklamační řád) governs the procedure for exercising the Customer's rights from defective performance (complaints) in connection with the UAML software subscription service provided by:
Provider: GLG, a.s., with its registered office in the Czech Republic
Email: support@uaml.ai
1.2. This Complaints Policy is issued in accordance with Act No. 89/2012 Coll. (Civil Code), Act No. 634/1992 Coll. (Consumer Protection Act), and Directive (EU) 2019/770 on digital content and digital services.
1.3. This Complaints Policy applies to all Customers. Additional protections under consumer law apply to Consumers as defined in §419 of the Civil Code.
2. Conditions for Filing a Complaint
2.1. The Customer may file a complaint if the Service does not conform to the contract, in particular if:
- the Service does not have the properties described by the Provider or agreed in the contract;
- the Service is not fit for the purpose for which it is normally used;
- the Service does not function properly or exhibits errors that materially affect its use;
- the Provider has failed to provide necessary updates, including security updates.
2.2. A complaint may be filed during the entire period of the subscription. For continuous supply of digital content, the Provider is liable for any lack of conformity that becomes apparent during the period for which the Service was contracted.
3. How to File a Complaint
3.1. Complaints shall be submitted by email to:
3.2. The complaint must include:
- the Customer's name and email address (or other contact details);
- a description of the defect or non-conformity;
- the date the defect was first noticed;
- the Customer's preferred remedy (see Section 4);
- any supporting evidence (screenshots, error messages, logs) if available.
3.3. The Provider shall confirm receipt of the complaint without undue delay, typically within 2 business days, by email.
4. Customer's Rights and Remedies
4.1. If the Service does not conform to the contract, the Customer has the right to request that the Service be brought into conformity free of charge.
4.2. The Provider shall bring the Service into conformity within a reasonable time after being informed of the lack of conformity, without significant inconvenience to the Customer.
4.3. The Customer is entitled to a proportionate price reduction or may terminate the contract if:
- the Provider has failed or refused to bring the Service into conformity;
- the lack of conformity is so serious as to justify an immediate price reduction or termination;
- the same or similar defect recurs despite the Provider's attempt to achieve conformity;
- the Provider has declared, or it is clear from the circumstances, that the Service will not be brought into conformity within a reasonable time or without significant inconvenience.
4.4. Upon termination, the Customer is entitled to a refund of the proportionate part of the subscription fee for the remaining unused period.
5. Complaint Resolution Period
5.1. The Provider shall resolve the complaint within 30 calendar days from the date of filing, unless the Provider and Customer agree on a longer period.
5.2. If the complaint cannot be resolved within 30 days, the Provider shall inform the Customer of the reasons for the delay and the expected resolution date.
5.3. A complaint is considered resolved when the Customer is notified of the outcome by email.
6. Excluded Complaints
6.1. The Provider is not liable for defects or non-conformity caused by:
- the Customer's failure to use the Service in accordance with documentation and instructions;
- the Customer's failure to install provided updates within a reasonable time, where the Customer was informed of the update and the consequences of not installing it;
- modifications made by the Customer or third parties not authorized by the Provider;
- the Customer's hardware, software, or internet connection;
- force majeure events.
7. Alternative Dispute Resolution
7.1. If the Consumer is not satisfied with the resolution of the complaint, they may submit a proposal for out-of-court settlement of the dispute to the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI):
- Czech Trade Inspection Authority (ČOI)
- Central Inspectorate — ADR Department
- Štěpánská 567/15, 120 00 Prague 2
- Website: www.coi.cz
- ADR information: www.coi.cz/informace-o-adr/
7.2. The European Commission's Online Dispute Resolution (ODR) platform is available at: https://ec.europa.eu/consumers/odr
7.3. The Consumer may also seek assistance from relevant consumer organizations or other authorized bodies for alternative dispute resolution.
8. Final Provisions
8.1. This Complaints Policy forms an integral part of the Terms of Service.
8.2. This Complaints Policy takes effect on the date of its publication on the Provider's website.
8.3. The Provider reserves the right to amend this Complaints Policy. Changes shall be published on the website and the Customer shall be notified by email.
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