Complaints Procedure

It covers the Service, that is, software available over the internet. It does not cover the results of advertising campaigns, the decisions of the Customer, or the behaviour of advertising and analytics platforms that the Provider does not operate (Art. 14 of the terms and conditions).

A defect is a state in which the Service does not do what is written about it in the terms and conditions, in the description of its functions or in the help pages. An expectation that the Service never promised is not a defect, and neither is weaker campaign performance.

So that it is clear in advance what there is no point in complaining about, and why:

• The result of a campaign. The number of clicks, the cost per conversion and the return on spend are not properties of the software. They depend on the market, the offer, the budget and on the rules of the advertising platform.
• An outage or a change on the side of an advertising platform. Google, Meta, Microsoft and Seznam are not operated by the Provider. Their outages, interface changes, daily call limits and changes of rules are not defects of the Service (Art. 11 of the terms and conditions).
• A consequence of a value entered by the Customer. The budget, the bid, the targeting, the ad texts and the chosen strategy are not defects of the Service even where the assistant proposed them: the Service shows every write before carrying it out and the Customer expressly confirms it (Art. 13 of the terms and conditions).
• An ad rejected by a platform. What is displayed is decided by the advertising platform under its own rules.
• Planned maintenance announced in advance.

A complaint may be made by a Customer who has concluded a contract with the Provider, both during the subscription and during the trial period. Under Art. 3 of the terms and conditions, the Customer is a trader.

A defect must be reported without undue delay after it appears. This is not a preclusive time limit, but reporting it early is the only way we can still find the defect in our records and remove it before it causes damage.

By e-mail to [email protected] or in writing to Čajakova 2173/4, 010 01 Žilina, Slovensko. The electronic route is equivalent and it is faster. We can also help with questions by telephone on +421 908 537 299; please send the complaint itself by e-mail or in writing so that it is on record.

So that the defect can be assessed without further questions, please state:

• the e-mail address you sign in with and the name of your workspace;
• what you were doing, what you expected and what happened instead;
• when it happened, at least to the nearest hour;
• if it concerns a particular advertising account or campaign, its identifier;
• a screenshot or the wording of the error message, if there was one.

None of this is a condition for accepting a complaint. It is a list of what makes the assessment faster; we will ask for anything missing and the time limit for handling the complaint keeps running meanwhile.

We will confirm receipt without undue delay, at the latest on the following working day. The confirmation states when the complaint arrived and what it concerns.

We will settle the complaint within 30 days at the latest from the day it was made. This is a contractual time limit the Provider commits to towards every Customer (Art. 12 of the terms and conditions). Operational outages are dealt with within hours and most complaints are settled within a few working days; thirty days is the ceiling, not the practice.

Where the defect was caused by a third party that the Provider does not operate and its removal depends on that party, we will say so together with what we have done about it. The time limit does not lapse because of that.

Depending on the nature of the defect, the following come into consideration:

• removal of the defect (a fix or a workaround), which with software is the first and the most frequent remedy;
• a reasonable discount from the price for the period in which the Service suffered from the defect, or an extension of the subscription by the corresponding time, whichever the Customer prefers;
• withdrawal from the contract and a refund of the proportionate part of the price for the unused period, where the defect cannot be removed and the Service cannot be used because of it.

You will receive a written statement of the outcome at the e-mail address the complaint came from, even where we reject it. We always give reasons for a rejection; a rejection with no reason given is not a settled complaint.

Come to us first: most disputes are a misunderstanding and can be explained. If we do not reach an agreement, the dispute falls to the Slovak courts under Art. 20 of the terms and conditions.

Supervisory authority for the obligations under Act No. 22/2004 Coll. on electronic commerce: the Slovak Trade Inspection Authority, Slovenská obchodná inšpekcia, Inšpektorát SOI pre Žilinský kraj, Predmestská 71, P. O. BOX B-89, 011 79 Žilina 1, odbor výkonu dohľadu.

We keep a record of every complaint: when it arrived, what it concerned, and how and when it was settled. We keep the record for as long as legal regulations require.