Complaints procedure
This complaint procedure regulates the method of exercising rights from liability for defects in services, digital content, online courses, individual consultations and event tickets provided through the MindGuide online store.
1. Contact details
A complaint can be filed:
- by email: info@mindguide.sk
2. Subject of the complaint
The buyer may complain in particular about:
- inability to access the purchased online course,
- technical errors in digital content,
- incorrect provision of the purchased service,
- failure to deliver information necessary to participate in an online or in-person event,
- other demonstrable defects in the service provided.
3. Complaints procedure
The buyer is obliged to state in the complaint:
- your first and last name,
- kontaktný e-mail,
- order number,
- description of the problem,
- any evidence (screenshots, photos, documents).
The seller may ask the buyer to provide additional information necessary to assess the complaint.
4. Handling of complaints
The seller will confirm receipt of the complaint without undue delay.
If the complaint is justified, the Seller, depending on the nature of the defect:
- removes the defect,
- will ensure the replacement provision of the service,
- will provide a reasonable discount on the price,
- will refund the price paid or part of it.
5. Online courses and digital content
A complaint cannot be filed due to subjective dissatisfaction with the course content, as long as the course was made available in the declared scope and quality.
The Buyer acknowledges that by making the digital content available before the expiration of the withdrawal period, he may lose the right to withdraw from the contract in accordance with applicable law.
6. Individual consultations and sessions
Complaints can be made in particular in cases where:
- the service was not provided on the agreed date for reasons on the Seller's part,
- The access link or necessary information was not delivered.
A complaint cannot be filed due to dissatisfaction with the professional opinion, recommendation or course of the consultation, as long as the service was properly provided.
7. Events and tickets
If the event is canceled by the organizer, the buyer is entitled to a refund of the ticket price paid or an alternative date, if the parties agree.
If the buyer does not attend the event without prior cancellation according to the organizer's terms and conditions, there is no right to a refund of the ticket price.
8. Refund
In the event of a recognized complaint, the funds will be returned in the same manner in which the payment was made, unless the parties agree otherwise.
9. Alternative Dispute Resolution
The buyer has the right to contact an alternative consumer dispute resolution entity if he is not satisfied with the way the complaint is handled.
Information is available on the website Slovak Trade Inspection
10. Cancellation policy and cancellation of services
Digital content and online courses
The Buyer acknowledges that in the case of digital content and online courses made available immediately after payment of the order, he/she consents to the commencement of the provision of the digital content before the expiry of the withdrawal period. By making the digital content available, the Buyer may lose the right to withdraw from the contract in accordance with applicable law.
Once digital content or an online course has been made available, it is not possible to request a refund due to non-use or subjective dissatisfaction with the content.
Individual consultations and sessions
The buyer can cancel the booked consultation date or request a change no later than 24 hours before the agreed date via email or telephone.
If the appointment is canceled less than 24 hours before the start of the consultation or if you do not attend without prior notification, you are not entitled to a refund of the paid price.
Events and tickets
If the buyer cancels participation, the ticket price paid is not refunded, unless otherwise stated for a specific event.
If the organizer cancels the event, the buyer is entitled to a refund of the price paid or to use an alternative date by mutual agreement.