Crystal Group

Complaints Procedure

How to make a complaint about hosting and domains.

Effective from 3 October 2026. This is a translation; in case of doubt the Slovak version prevails.

I. Introductory provisions

  1. This complaints procedure governs complaints about services provided by Crystal Group, s. r. o., Lánska 932/15, 017 01 Považská Bystrica, Slovakia, company ID (IČO): 43863761 (the “provider”) — web hosting and the registration and management of domains.
  2. A complaint means asserting liability for defects in a provided service.
  3. Complaints about custom-made work are governed by the contract for the specific project.

II. Defect of a service

  1. A service is defective if it was not provided in the agreed scope or duration — for example if paid hosting was not set up, if it was unavailable for reasons on the provider's side beyond planned maintenance, or if a domain was not registered or renewed despite timely payment.
  2. The following is not a defect:
    • an error or unavailability caused by the customer's application, content or settings,
    • exceeding the parameters of the ordered plan,
    • suspension of the service for unpaid renewal or for breach of the Terms and Conditions,
    • an outage of third-party networks and services outside the provider's control,
    • a decision of a domain registry made under its rules,
    • planned maintenance announced in advance.

III. Making a complaint

  1. A complaint can be made by e-mail to info@crystalgroup.sk or in writing to the provider's address.
  2. State the domain or service concerned, the invoice number or variable symbol, a description of the defect including when it occurred, and how you would like the complaint to be settled.
  3. A complaint should be made without undue delay after the defect appears.

IV. Handling a complaint

  1. The provider confirms receipt of a complaint without undue delay on a durable medium, usually by e-mail to the address the complaint came from.
  2. The provider determines how the complaint will be settled immediately, in complex cases within 30 days of it being made. A complaint must be settled within 30 days of being made; the provider issues a written document on the outcome.
  3. If the defect can be removed, the provider removes it without undue delay.
  4. If the defect cannot be removed or the service was unavailable, the customer is entitled to a reasonable discount — usually an extension of the prepaid period by the time during which the service could not be used — or to withdraw from the contract and have the proportionate part of the price refunded.
  5. The provider makes refunds in the same way the payment was received unless the parties agree otherwise.

V. Alternative dispute resolution

  1. A consumer who is not satisfied with how a complaint was handled may ask the provider for redress. If the provider refuses or does not reply within 30 days, the consumer may file a proposal for alternative dispute resolution under Act No. 391/2015 Coll.
  2. The competent body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), www.soi.sk.