[{"data":1,"prerenderedAt":80},["ShallowReactive",2],{"menus-en":3,"content-page-en-claims":74},{"main":4,"footer":29,"legal":59},{"language":5,"name":6,"items":7},"en","main",[8,13,17,21,25],{"position":9,"name":10,"target":11,"args":12},1,"Web","services",null,{"position":14,"name":15,"target":16,"args":12},2,"Hosting","hosting",{"position":18,"name":19,"target":20,"args":12},3,"Domains","domains",{"position":22,"name":23,"target":24,"args":12},4,"References","references",{"position":26,"name":27,"target":28,"args":12},5,"Contact","contact",{"language":5,"name":30,"items":31},"footer",[32,35,38,41,44,45,47,49,53,57],{"position":9,"name":33,"target":34,"args":12},"Websites","services-websites",{"position":14,"name":36,"target":37,"args":12},"Web applications","services-web-applications",{"position":18,"name":39,"target":40,"args":12},"API integrations","services-api-integrations",{"position":22,"name":42,"target":43,"args":12},"User interfaces","services-user-interfaces",{"position":26,"name":15,"target":16,"args":12},{"position":46,"name":19,"target":20,"args":12},6,{"position":48,"name":23,"target":24,"args":12},7,{"position":50,"name":51,"target":52,"args":12},8,"Help","help",{"position":54,"name":55,"target":56,"args":12},9,"Project inquiry","inquiry",{"position":58,"name":27,"target":28,"args":12},10,{"language":5,"name":60,"items":61},"legal",[62,65,68,71],{"position":9,"name":63,"target":64,"args":12},"Terms and Conditions","terms",{"position":14,"name":66,"target":67,"args":12},"Privacy Policy","privacy",{"position":18,"name":69,"target":70,"args":12},"Complaints Procedure","claims",{"position":22,"name":72,"target":73,"args":12},"Withdraw from a contract here","withdrawal",{"locale":5,"code":70,"name":69,"slug":75,"title":69,"description":76,"content":77,"view":12,"metaTitle":69,"metaDescription":76,"metaKeywords":12,"sections":78,"children":79},"complaints","How to make a complaint about hosting and domains.","\u003Cp>\u003Cem>Effective from 3 October 2026. This is a translation; in case of doubt the Slovak version prevails.\u003C\u002Fem>\u003C\u002Fp>\n\n\u003Ch2>I. Introductory provisions\u003C\u002Fh2>\n\u003Col>\n\u003Cli>This complaints procedure governs complaints about services provided by Crystal Group, s. r. o., Lánska 932\u002F15, 017 01 Považská Bystrica, Slovakia, company ID (IČO): 43863761 (the “provider”) — web hosting and the registration and management of domains.\u003C\u002Fli>\n\u003Cli>A complaint means asserting liability for defects in a provided service.\u003C\u002Fli>\n\u003Cli>Complaints about custom-made work are governed by the contract for the specific project.\u003C\u002Fli>\n\u003C\u002Fol>\n\n\u003Ch2>II. Defect of a service\u003C\u002Fh2>\n\u003Col>\n\u003Cli>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.\u003C\u002Fli>\n\u003Cli>The following is not a defect:\n\u003Cul>\n\u003Cli>an error or unavailability caused by the customer's application, content or settings,\u003C\u002Fli>\n\u003Cli>exceeding the parameters of the ordered plan,\u003C\u002Fli>\n\u003Cli>suspension of the service for unpaid renewal or for breach of the \u003Ca href=\"\u002Fen\u002Fterms\">Terms and Conditions\u003C\u002Fa>,\u003C\u002Fli>\n\u003Cli>an outage of third-party networks and services outside the provider's control,\u003C\u002Fli>\n\u003Cli>a decision of a domain registry made under its rules,\u003C\u002Fli>\n\u003Cli>planned maintenance announced in advance.\u003C\u002Fli>\n\u003C\u002Ful>\u003C\u002Fli>\n\u003C\u002Fol>\n\n\u003Ch2>III. Making a complaint\u003C\u002Fh2>\n\u003Col>\n\u003Cli>A complaint can be made by e-mail to \u003Ca href=\"mailto:info@crystalgroup.sk\">info@crystalgroup.sk\u003C\u002Fa> or in writing to the provider's address.\u003C\u002Fli>\n\u003Cli>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.\u003C\u002Fli>\n\u003Cli>A complaint should be made without undue delay after the defect appears.\u003C\u002Fli>\n\u003C\u002Fol>\n\n\u003Ch2>IV. Handling a complaint\u003C\u002Fh2>\n\u003Col>\n\u003Cli>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.\u003C\u002Fli>\n\u003Cli>The provider determines how the complaint will be settled immediately, in complex cases within 30 days of it being made. \u003Cstrong>A complaint must be settled within 30 days\u003C\u002Fstrong> of being made; the provider issues a written document on the outcome.\u003C\u002Fli>\n\u003Cli>If the defect can be removed, the provider removes it without undue delay.\u003C\u002Fli>\n\u003Cli>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.\u003C\u002Fli>\n\u003Cli>The provider makes refunds in the same way the payment was received unless the parties agree otherwise.\u003C\u002Fli>\n\u003C\u002Fol>\n\n\u003Ch2>V. Alternative dispute resolution\u003C\u002Fh2>\n\u003Col>\n\u003Cli>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\u002F2015 Coll.\u003C\u002Fli>\n\u003Cli>The competent body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), \u003Ca href=\"https:\u002F\u002Fwww.soi.sk\" target=\"_blank\" rel=\"noopener\">www.soi.sk\u003C\u002Fa>.\u003C\u002Fli>\n\u003C\u002Fol>",[],[],1791064566869]