Complaints Procedure

1. Scope and Applicability

This Complaints Procedure ("Reklamacni rad") is established in accordance with Act No. 634/1992 Sb. (Consumer Protection Act) and Section 1914 et seq. of Act No. 89/2012 Sb. (Civil Code) regarding liability for defects. It applies to all users of the kansei.works service operated by koncal studio s.r.o. and governs the process for submitting and resolving complaints regarding the quality, availability, or functionality of the Service.

2. How to Submit a Complaint

Complaints may be submitted through any of the following channels. Each complaint should include:

• Contact information: Your name, email address associated with your kansei.works account, and optionally a phone number for follow-up
• Description: A clear and detailed description of the defect, issue, or problem, including the date and time of occurrence
• Evidence: Screenshots, error messages, exported documents, or other relevant evidence supporting the complaint
• Preferred resolution: Your preferred method of resolution (fix, service credit, refund, etc.)

3. Acknowledgment and Timeline

The Provider will acknowledge receipt of the complaint within 3 business days by email. In accordance with Section 19(3) of Act No. 634/1992 Sb., complaints will be resolved within 30 calendar days from the date of submission, unless the Consumer and Provider agree on a longer period. For complex technical issues requiring investigation, the Provider may extend the resolution period by an additional 30 days, with prior written notice to the complainant. The Provider will issue a written decision on the complaint, including the result of the investigation and any remedies offered.

4. Investigation Process

Upon receiving a complaint, the Provider will: (1) assign a unique complaint reference number for tracking, (2) conduct a technical investigation of the reported issue, including review of server logs, error reports, and system status at the time of the incident, (3) consult with the technical team to determine the root cause, and (4) document findings and prepare a resolution proposal. The complainant will be kept informed of progress at reasonable intervals.

5. Resolution and Remedies

Depending on the nature and severity of the complaint, the following remedies may be offered:

• Correction: Technical fix or patch to resolve the reported defect, deployed within a reasonable timeframe
• Service credit: Proportional credit applied to the User's account for periods of significant service unavailability or degradation
• Refund: Full or partial refund of subscription fees in cases of material service failure that cannot be remedied within a reasonable period
• Account adjustment: Modification of account settings, data recovery, or other operational measures to restore normal service

6. Escalation

If the complainant is not satisfied with the initial resolution, they may request escalation to the Provider's management by replying to the complaint resolution email or writing to info@kansei.works with the subject line "Complaint Escalation - [reference number]". The escalated complaint will be reviewed by a senior team member and a final response will be issued within 15 business days.

7. Czech Trade Inspection (COI)

If the dispute cannot be resolved directly with the Provider, consumers may contact the Czech Trade Inspection Authority (Ceska obchodni inspekce, COI) for out-of-court dispute resolution. COI is the designated body for alternative dispute resolution of consumer disputes in accordance with Act No. 634/1992 Sb. Contact: Czech Trade Inspection Authority, Central Inspectorate - ADR Department, Stepanska 796/44, 110 00 Praha 1, website: www.coi.cz, email: adr@coi.cz.

8. Online Dispute Resolution (EU ODR)

In accordance with Regulation (EU) No. 524/2013, consumers residing in the EU may submit complaints through the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr. The ODR platform provides an accessible, multilingual tool for resolving disputes arising from online purchases and service contracts within the EU. Our email for the ODR platform: info@kansei.works.

9. Record Keeping

The Provider maintains records of all complaints, including the date of receipt, description, investigation findings, resolution, and date of closure, for a period of 5 years in accordance with consumer protection legislation. These records may be made available to the Czech Trade Inspection Authority upon lawful request. Anonymous and aggregated complaint statistics are used internally to improve service quality.