Procédure de réclamation
Complaints Handling Procedure
This Complaints Handling Procedure (hereinafter referred to as the "Complaints Procedure") regulates the method and conditions for claiming defects in services purchased by the consumer through the online shop located on the www.teldet.com Web Interface from company:
Call Insider s.r.o., registered office at Žitná 1869, 253 01 Hostivice, Czech Republic
CRN: 091 68 560
registered in the Commercial Register kept by the Municipal Court in Prague, Section C, Insert 382297.
Delivery address: Call Insider s.r.o., Žitná 1869, 253 01 Hostivice, Czech Republic
Telephone No.: +420 735 006 835
Contact email: teldet.com @
What defects in the services provided are we responsible for?
As the provider, we are responsible for ensuring that the service is free from defects and that it is provided in accordance with the Contract.
The service is not defective when provided and is provided in accordance with the Contract if it corresponds to its description on the Web Interface, is provided within the agreed timeframe, is provided with due care and complies with legal requirements.
What rights do you have from defective performance?
In the event that the service has been provided to you defectively, you have in particular the right to a free correction of the condition of the service, additional supplementation of the subject matter, a reasonable discount on the price, withdrawal from the Contract (only if the defective performance is a material breach of contract) and possibly other rights listed on the Web Interface. Any other rights arising from generally binding legal regulations are not affected by this provision.
You are not entitled to rights under defective performance if you knew about the defect before the service was provided or if you caused the defect yourself, in particular by providing incorrect or incomplete information.
You shall file a complaint for defects without undue delay after you have become aware of them. You can file a complaint for a defect in the service within six months of the date of the service. The time of complaint is the moment when the defect has been reported to us and the right of liability for defects in the service provided has been exercised.
When can the rights from defective performance not be exercised?
You are not entitled to defective performance rights if:
- you were aware of the defect before the service was provided;
- you caused the defect in the service.
How do we handle service complaints?
If the complaint is accepted, the provider will settle the complaint and end the complaint procedure by refunding the money back to the credit card.
How do I proceed with a complaint?
Make a complaint with us without undue delay after the defect has been discovered.
You can make a complaint by e-mail or in writing (using the online form) by reporting the defect as it appears. The time of complaint is the moment when the defect has been reported to us and the right of liability for defects in the service provided has been exercised.
We will deal with complaints received without undue delay, but not later than 3 working days from the date of the complaint, unless we agree otherwise. We will issue you with a written confirmation of the complaint and its settlement.
In accordance with the Civil Code, you are entitled to reimbursement of the costs reasonably incurred in making the complaint. Please note that you must exercise your right to reimbursement of these costs within one month after the expiry of the period within which the defect must be claimed.
La présente procédure de réclamation est valable et prend effet à compter du : 2/8/2023.