Complaint Procedures - Moniary

Complaints may be filed regarding defects in the Moniary Service, including service unavailability, incorrect data processing, malfunction of individual features, or other defects preventing proper use of the Service.

Complaints can be submitted in the following ways:

Your complaint should include: your name and contact details, a description of the defect or issue, the date and time of occurrence, and any other relevant information (such as screenshots).

In accordance with the Czech Consumer Protection Act (§19(3)), complaints are resolved as follows:

Simple Complaints: Complaints that can be assessed immediately are decided on the spot, or within 3 working days at the latest.

Complex Complaints: More complex complaints will be resolved without undue delay, no later than 30 calendar days from the date of filing, unless the Provider and customer agree on a longer period.

You will be informed of the outcome via email.

Depending on the nature of the defect, the complaint may be resolved by: repairing or removing the defect in the Service, providing reasonable compensation in the form of credit refund, or refunding the paid price (in case of a material breach of contract).

If you are not satisfied with the resolution of your complaint, you have the right to contact the Czech Trade Inspection Authority (ČOI) as the out-of-court consumer dispute resolution body.

To file a complaint or for any questions, please contact us: