COMPLAINT PROCEDURE

pursuant to Act No. 108/2024 Coll. on Consumer Protection and on the Amendment and Supplementation of Certain Laws (Consumer Protection Act).

Line4Health Slovakia, s.r.o., a company with its registered office at Prievozská 4D, Bratislava - Ružinov 821 09, Slovak Republic, ID: 56 009 852, registered in the Commercial Register of the District Court Bratislava III, Section: Sro, Insert No.: 175609/B (the Provider).

1.1. [Rights from Defective Performance] The rights and obligations of the contracting parties regarding defective performance are governed by the applicable generally binding legal regulations, in particular the provisions of Act No. 40/1964 Coll., the Civil Code, as amended, and the provisions of the Consumer Protection Act. In order to simplify the process of claiming defects for its patients, the Provider has adopted this complaint procedure. The resolution of claims related to defects may be governed differently in a specific agreement on the provision of a monitoring device concluded between the Provider and the patient.

1.2. [Liability for Quality] The Provider guarantees that the telemedicine equipment and services will meet the quality requirements of the equipment and the telemedicine services provided, corresponding to their nature, and that they will comply with quality standards and legislative requirements.

1.3. In the following sections, you will learn (i) how to file a complaint regarding the provided personal care services and also (ii) the contact details for handling complaints.

2.1. [Grounds for Complaint] As a patient, you have the right to file a complaint regarding defects and deficiencies related to the telemedicine equipment and services provided by us, especially concerning:
a) the quality of the telemedicine equipment and services;
b) the price, if you believe the price does not match the price list;
c) the failure to provide telemedicine equipment and services properly and on time due to reasons attributable to the Provider.

2.2. [Exclusion of Liability] Except in cases specifically mentioned in the agreement you, as a patient, have entered into with the Provider, you are not entitled to claim defects in telemedicine equipment and services if (i) they were not provided at all or were not provided properly, on time, and with the required quality due to reasons beyond the Provider’s control (i.e., due to an objective obstacle), (ii) the failure to provide the telemedicine equipment and services properly, on time, and with the required quality was due to reasons attributable to you or a third party, (iii) you did not comply with the Agreement or the Provider's instructions, (iv) you provided incorrect, incomplete, or misleading information in the Questionnaire, or (v) a circumstance excluding the Provider's liability occurred, (vi) or a decision of a state authority or competent public authority was issued, preventing the provision of telemedicine equipment and services at all or properly, on time, and with the required quality.

2.3. [Complaint Period] You are obliged to file a complaint about defects and deficiencies without undue delay after you could have discovered them with due care, but no later than 30 days from the date the equipment was delivered or the telemedicine services were provided; otherwise, your right as a patient to report the defects will expire. The Provider is required to issue you a confirmation of the complaint submission, which will be sent to you immediately after the complaint is filed.

2.4. [How to File a Complaint] You can notify the Provider of defects in telemedicine equipment and services either in writing to the Provider's registered office or by email to: kontak@line4health.com. In your complaint, include the following information:
a) Your contact details;
b) A detailed description of the defect and deficiency of the telemedicine equipment or services;
c) You may also attach any evidence supporting your claim.

2.5. [Complaint Resolution] The Provider or an authorized employee (or another designated person) is obliged to inform you of your rights in relation to the complaint under the Civil Code and the Consumer Protection Act, and based on your decision regarding which of these rights you are exercising, the Provider will determine the method of complaint resolution immediately, in complex cases within three working days from receiving your decision, and in justified cases, given the scope and severity, no later than 30 days from receiving your decision. If:
a) the defect is remediable, you have the right to request the Provider to remedy the defect free of charge, promptly, and properly, or to receive an appropriate discount on the price;
b) the defect is irremediable, you have the right to request the Provider to provide the telemedicine equipment or services free of charge, or to withdraw from the Agreement and receive a refund of the price paid;
c) the defect is a recurring remediable one or there are multiple defects, you have the right to request an appropriate discount from the Provider or to withdraw from the Agreement.

2.6. [Confirmation of Complaint Resolution] The Provider will issue you a written confirmation of the resolution of your complaint within the complaint handling period. The Provider will inform you about the resolution of your claim within the complaint handling period in the same way you submitted the complaint.

2.7. [Exclusion of Liability] However, you have no right to claim defects regarding any defect or damage that occurred after the equipment was delivered or the telemedicine services were provided, unless it was due to a breach of the Provider's obligations.

2.8. [Amicable Resolution] Disputes arising from or in connection with the provision of telemedicine equipment or services will be primarily resolved amicably.

2.9. [Alternative Dispute Resolution] You have the right to contact the Provider with a request for remedy if you are dissatisfied with the way the Provider handled your complaint, or if you believe the Provider has violated your rights. If the Provider responds negatively to such a request or fails to respond within 30 days from the date of sending the request, you are entitled to submit a proposal for alternative dispute resolution in accordance with Act No. 391/2015 Coll. on Alternative Consumer Dispute Resolution and on Amendments to Certain Laws, as amended (ADR Act), to an alternative dispute resolution entity from the list of ADR entities maintained by the Ministry of Economy of the Slovak Republic. You can submit the proposal as specified in the provisions of § 12 of the ADR Act, and you can also use a form available on the website of the Ministry of Economy of the Slovak Republic and each ADR entity. The option to turn to the court is not affected.

2.10. [Important Addresses] The address for submitting electronic applications to the Slovak Trade Inspection is:

Inspectorate of SOI for the Bratislava Region, Bajkalská 21/A, P.O. BOX No. 5, 820 07 Bratislava, Department of Supervision; email: ba@soi.sk;

and for alternative consumer dispute resolution:

Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava 27; email: ars@soi.sk; website: www.soi.sk.

2.11. The contact point under the Regulation on Online Consumer Dispute Resolution is the European Consumer Centre Slovakia, with its registered office at Mlynské nivy 44/A, 827 15 Bratislava, Slovak Republic, email: eccnet-sk@ec.europa.eu; phone contact: +421 905 528 477.

3.1. You can submit a request for remedy or a complaint directly to the Provider, Line4Health s.r.o., through the following methods:
a) In person at the Provider’s registered office or at any of the Provider’s branches (if established), if possible in relation to the telemedicine equipment and services provided;
b) In writing to the Provider’s registered office address: Prievozská 4D, Bratislava - Ružinov 821 09, Slovak Republic;
c) By email to the following email address: kontakt@line4health.com.