Complaints Policy for Short-Term Rental Services

  1. General Provisions
    1. These rules set out the procedure and conditions for submitting and handling complaints regarding services provided by Pharmamed Michał Łach, with its registered office at ul. Stokowa 5, 31-764 Kraków, NIP (Tax ID): 6782756346, REGON: 120618359—the owner of the Chata Groń property (hereinafter: the “Property” or the “Service Provider”).
    2. A complaint may concern the non-performance or improper performance of services provided by the Property, including, in particular, accommodation services or additional services offered as part of the stay.
  1. Right to File a Complaint
    1. The Guest (hereinafter: the “Client”) has the right to submit a complaint if the quality of the services provided does not comply with the agreement, the offer, or applicable standards.
    2. Complaints may concern, in particular:
      • the quality or scope of the service performed;
      • non-compliance of the property’s standard with the offer;
      • equipment failures or malfunctioning devices;
      • incorrect billing.
  1. Method and Deadline for Submitting a Complaint
    1. A complaint should be submitted immediately after the irregularity is identified—preferably during the stay—to allow the Property’s staff to respond without delay.
    2. A complaint may be submitted:
      • by e-mail to: info@chatagron.pl,
      • in writing to: Pharmamed Michał Łach, ul. Stokowa 5, 31-764 Kraków, Poland.
    3. The complaint should include:
      • the Client’s first and last name;
      • the stay dates and reservation number;
      • a description of the objections and the requested remedy (e.g., repair of the defect, price reduction, partial refund).
  1. Complaint Review
    1. The Service Provider will review the complaint within 14 calendar days from the date of receipt.
    2. If additional information is required, the review period may be extended—the Client will be informed accordingly.
    3. The complaint may be:
      • upheld—in whole or in part;
      • rejected—with reasons provided;
      • resolved amicably—for example by offering compensation or another form of redress.
    4. The Client will be notified of the outcome by e-mail or in writing.
  1. Refunds and Compensation
    1. If the complaint is upheld, the refund or compensation will be issued in the same form as the original payment, unless the Client specifies otherwise.
    2. Compensation may take the form of:
      • a reduction of the stay price;
      • a partial or full refund;
      • a discount on a future stay;
      • another form agreed with the Client.
  1. Liability Exclusions
    1. The Service Provider is not liable for:
      1. interruptions in the provision of services caused by force majeure (e.g., network failures, natural disasters, unforeseen events);
      2. inconveniences arising from reasons beyond the Service Provider’s control (e.g., maintenance works carried out by utility providers);
      3. damage caused by the Client or by persons for whom the Client is responsible.
  1. Out-of-Court Resolution
    1. The Client has the right to use out-of-court methods of resolving consumer disputes, in particular by:
      • submitting an application to the Permanent Consumer Arbitration Court operating at the Provincial Inspector of the Trade Inspection;
      • mediation with the assistance of the Trade Inspection;
      • filing a complaint via the ODR platform: ec.europa.eu/consumers/odr.
  1. Final Provisions
    1. Submitting a complaint does not suspend the obligation to pay for services already provided, unless agreed otherwise.
    2. These rules constitute an integral part of the booking and service regulations for the Chata Groń property.
    3. The Service Provider reserves the right to amend these rules in the event of changes in the law or customer service procedures.
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