Complaints
procedure.

1. Introductory provisions

1.1 This complaints procedure governs the manner and conditions of lodging complaints about the digital services provided on Cosmatch.cz, operated by Mgr. Ing. Simona Cibulková, IČO (Company ID) 08419531, data box tttkfnk (hereinafter the "Operator").

1.2 This complaints procedure has been drawn up in accordance with the Czech Civil Code (Act No. 89/2012 Coll.) and the Czech Consumer Protection Act (Act No. 634/1992 Coll.).

2. Subject of a complaint

2.1 You may lodge a complaint about:

• Defective provision of a paid service — e.g. a non-functioning Cosmatch+ premium feature to which you have paid access.
• Unauthorized billing — a recurring payment, an incorrect amount, a double charge.
• Non-delivery of a voucher — if you joined the waitlist and the promised voucher for 3 months of Cosmatch+ did not arrive.
• A prolonged app outage — if Cosmatch is down for more than 24 hours in a month during a paid subscription period.

3. How to lodge a complaint

3.1 You lodge a complaint by e-mail to ahoj@cosmatch.cz with the subject line "Reklamace [your e-mail]" ("Complaint [your e-mail]").

3.2 In the complaint, state:

• your name and the e-mail address registered with Cosmatch,
• the date the problem occurred,
• a description of the defect (what does not work, what you expect),
• a screenshot if relevant,
• your preferred remedy (refund, repair, discount).

3.3 A complaint is deemed received at the moment the e-mail is delivered. We will send a confirmation of receipt within 48 hours.

4. Time limits for resolution

• A maximum of 30 days from receipt of the complaint, as required by law.
• Cosmatch target: 7 days — we try to resolve most complaints within a week.
• If the complaint is more complex (requires technical analysis), we will inform you of an extension of up to 30 days from receipt.

5. Means of resolution

Cosmatch will resolve a complaint in one of the following ways:

• Fixing the fault — if it is a technical defect, we will repair it and restore functionality.
• A discount on the subscription — a pro-rata portion for the period during which the service did not work.
• A full refund — if the defect prevents use of the service and a repair is not possible within a reasonable time.
• An extension of the subscription — an alternative to a refund, if you agree.

6. Out-of-court dispute resolution

If you disagree with how your complaint was resolved, you have the right to turn to:

• the Czech Trade Inspection Authority (ČOI) as the body for out-of-court resolution of consumer disputes. Website: coi.cz
• the general court at your place of residence.

7. Contact

Complaints, questions, grievances: ahoj@cosmatch.cz
Operator: Mgr. Ing. Simona Cibulková, IČO (Company ID) 08419531, data box tttkfnk, Kurzova 2222/16, 155 00 Praha 5 - Stodůlky, Czech Republic.