Want to be the first to get FreshAura news?
Whether it's discounts, news, articles, tips or special offers. You'll be the first to know. Subscribe now.
of the company TroubleMakers s.r.o., registered at Jičínská 226/17, Žižkov (Prague 3), 130 00 Prague, Company ID No.: 23032901.
In this Complaints Procedure, you will find information about your rights arising from defective performance and other conditions for exercising these rights in connection with services provided by us – TroubleMakers s.r.o., registered at Jičínská 226/17, Žižkov (Prague 3), 130 00 Prague, Company ID No.: 23032901, on the basis of a service agreement concluded with you.
The provision of services is governed by Act No. 40/1964 Coll., the Civil Code. This Complaints Procedure sets out the method for asserting the client’s claims arising from the liability for defects in the services provided (complaints) and the manner in which such complaints are handled.
The client is not entitled to rights arising from defective performance if they caused the defect themselves, in particular by breaching the terms and conditions, house rules, or applicable legal regulations.
The client is not entitled to rights arising from defective performance if they themselves caused the defect in the service being provided.
If TroubleMakers is liable for defects that limit the operation of the service provided, the client has the right to exercise rights arising from defective performance.
If the defect limits the service provided, the client is entitled to an appropriate discount from the original price. If the defect makes it impossible to provide the service at all, the client is entitled to a full refund.
A defect is considered to have been claimed in time if a written complaint is sent to the lessor no later than the day following the occurrence of the defect. If the complaint is made later, the client is not entitled to a discount, a refund, or withdrawal from the contract.
The client may submit a complaint to the lessor in writing. We handle rights arising from defective performance at info@freshaura.cz. The lessor is obliged to confirm receipt of the complaint in writing without undue delay and to decide on how the complaint will be handled within 30 days.
In the complaint, the client must describe the defect or explain how the defect manifests itself. Where possible, the client should also substantiate the subject of the complaint with factual evidence.
The client is obliged to submit a complaint immediately, without undue delay; otherwise, the right to complain expires. Use of the services to a lesser extent caused by the client themselves cannot be considered defective performance. Defective provision of services also does not include situations resulting from force majeure – including interruptions in electricity supply to the extent that no right to compensation arises against the electricity supplier. In such cases, the complaint will be rejected.
If the client exercises rights arising from liability for defects in services being provided or already provided, TroubleMakers s.r.o. is obliged, after examining the factual and legal circumstances, to decide on the complaint. TroubleMakers s.r.o. may handle justified complaints up to the amount of the admission fee, by providing substitute performance of the same value. When assessing the justification of the client’s claim arising from liability for defects, the responsible person must ensure that a proper written record of the complaint resolution is made. Claims arising from liability for defects that exceed the above scope are handled by TroubleMakers s.r.o. within a period of 30 days. This period does not include the time necessary for expert assessment of the defect. The complaint must be handled no later than 30 days from the date it was submitted by the client, unless a longer period is agreed with the client.
The client is obliged to provide the necessary cooperation in resolving the complaint, in particular by providing information, submitting documents proving the factual situation, specifying their claim in terms of grounds and amount, etc. Where required by the nature of the matter, the client must allow TroubleMakers, as the service provider, to verify the legitimacy of the complaint.
If a complaint is assessed as fully or partially justified, it shall be resolved by removing the defect free of charge, providing a replacement service, or, upon agreement, by granting a reasonable discount from the price. If a complaint is assessed as unjustified, the client will be informed in writing of the reasons for rejecting the complaint.
In all other respects, the applicable generally binding legal regulations shall apply, in particular the Civil Code, the Commercial Code, and the Consumer Protection Act, in their valid and effective wording.
This Complaints Procedure is an annex to and an integral part of the terms and conditions which, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code, as amended, govern the contractual relationship between TroubleMakers s.r.o. and its clients.
This Complaints Procedure enters into force and effect on: 16 November 2025.
Whether it's discounts, news, articles, tips or special offers. You'll be the first to know. Subscribe now.
