Complaints procedure

What this procedure covers

The procedure covers services provided by CARINSPECT s. r. o., Dvojrad 348/28, 930 25 Vrakúň, IČO 57 185 972, Obchodný register Okresného súdu Trnava, oddiel Sro, vložka č. 60534/T — the vehicle inspection and check ordered through this website or by phone.

We follow the Slovak Civil Code and Act No. 108/2024 Coll. on consumer protection. If this procedure were to give the consumer less than the law does, the law prevails.

A complaint means asserting liability for defects in the service provided. It is not a complaint about conduct, a suggestion or a question — we handle those too, but outside this procedure.

Where and how to file a complaint

You can file a complaint by any of these routes:

• by phone on +421 908 84 08 95 or +421 919 49 19 59,
• by e-mail to objednavky@carinspect.sk,
• by post to our registered office: CARINSPECT s. r. o., Dvojrad 348/28, 930 25 Vrakúň.

File the complaint without undue delay after you discover the defect. A late filing does not in itself extinguish the right, but it can make assessment harder — the vehicle may have changed in the meantime.

What to tell us

So that we can assess the complaint without needless follow-up questions, please state:

• your name and a contact where we can reach you,
• when and where the inspection took place and which vehicle was inspected,
• what exactly you consider to be a defect in the service,
• what you are asking for — remedy, a discount, or a refund.

If you have the inspection report, photographs, or a later assessment from another garage, attach them. They are not a condition of accepting the complaint, only a way to speed up the assessment.

How we handle the complaint

We will issue you a confirmation that the complaint has been received. If you file by e-mail, we send it immediately; if by phone or in person, we deliver it at the latest together with the record of how the complaint was settled.

We will settle the complaint within 30 days of it being filed at the latest and inform you of the result. If the assessment requires inspecting the vehicle or an expert opinion, we will arrange a time with you.

If we reject the complaint, we will state why in the record of settlement. You have the right to obtain an expert assessment and to turn to the supervisory authority or to an alternative dispute resolution body (last section).

What you can ask for

If the defect can be remedied, you are entitled to a free and timely remedy — that is, to us performing again the missing or incorrectly performed part of the inspection.

If the defect cannot be remedied, or if remedy would be pointless for you, you are entitled to a reasonable discount on the price or to withdraw from the contract and have the amount paid refunded.

What a properly performed inspection includes is determined by the package chosen — the outputs are listed with each package in the price list, and we send the documents as PDFs by e-mail.

What the complaint does not cover

The inspection describes the condition of the vehicle at the time and to the extent it was ordered. It is neither a warranty for the vehicle nor a prediction of its future faults — not even the manufacturer gives that.

What each package checks is described with that package in the price list on the home page.

If you disagree with the outcome

Supervision over compliance with consumer rights is carried out by the Slovak Trade Inspection (SOI). The locally competent office is the one for the provider's registered seat: Slovak Trade Inspection, Inspectorate for the Trnava Region (Inšpektorát SOI pre Trnavský kraj), Pekárska 23, 917 01 Trnava 1, tel. 033/321 25 27.

The dispute can also be resolved out of court under Act No. 391/2015 Coll. on alternative resolution of consumer disputes. The proposal is filed with a body from the list kept by the Ministry of Economy of the Slovak Republic — for example the Slovak Trade Inspection, central inspectorate, Odbor pre medzinárodné vzťahy a alternatívne riešenie spotrebiteľských sporov, Bajkalská 21/A, p. p. 29, 827 99 Bratislava 27, e-mail ars@soi.sk or adr@soi.sk.

The European Online Dispute Resolution (ODR) platform ceased operating on 20 July 2025 under Regulation (EU) 2024/3228, which is why this website does not link to it. The list of alternative dispute resolution bodies in the Member States is published by the European Commission at consumer-redress.ec.europa.eu.

Filing a complaint or a proposal for alternative dispute resolution does not waive your right to go to court.