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Complaints Policy

Last updated: December 10, 2024

I. Introductory Provisions

Provider: Black Holding s.r.o.

Registered Office

Trenčianska Turná 3050

913 21 Trenčianska Turná

Company ID

55 460 399

Email for Complaints

info@blackrent.sk

Phone

+421 910 666 949

This Complaints Policy governs the procedure for filing complaints about vehicle rental services and related services provided by Black Holding s.r.o. (hereinafter "Provider") under Act No. 250/2007 Coll. on Consumer Protection and Act No. 40/1964 Coll. Civil Code.

The Complaints Policy is an integral part of General Terms and Conditions.

II. Service Defects and Reasons for Complaint

The customer has the right to complain about the service if:

  • The rented vehicle was not in a technical condition allowing its proper use
  • The vehicle had defects that were not stated in the handover protocol
  • The service was not provided in the agreed scope or quality
  • The price charged to the customer does not correspond to the price list or agreement
  • There were other substantial deficiencies in service provision

A complaint cannot be filed:

  • For defects caused by the customer or third parties
  • For normal wear and tear of the vehicle corresponding to its use
  • For defects the customer was informed about before vehicle pickup
  • For defects the customer caused themselves by improper use of the vehicle
  • If the customer did not file the complaint immediately after discovering the defect

III. Method of Filing Complaint

A complaint can be filed:

1

In Person

At any BlackRent location during opening hours.

2

By Email

To the address info@blackrent.sk

3

In Writing by Mail

To the address: Black Holding s.r.o., Trenčianska Turná 3050, 913 21 Trenčianska Turná

3.2. Complaint Requirements

The complaint must contain:

  • Customer's first name, last name and contact details (address, email, phone)
  • Rental contract number or reservation number
  • Identification of the complained vehicle (license plate, vehicle type)
  • Accurate description of the defect or deficiency
  • Date and time of defect discovery
  • Requested method of complaint resolution
  • Possible photo documentation of the defect
  • Customer's signature (in case of written complaint)

IV. Deadlines for Filing and Resolving Complaint

Filing Deadline

The complaint must be filed immediately after discovering the defect, but no later than 14 days after rental termination.

Resolution Deadline

The Provider will resolve the complaint no later than 30 days from its filing. In justified cases, the deadline may be extended by agreement with the customer.

In case of vehicle defects discovered during rental, the customer is obliged to immediately contact the Provider at phone number +421 910 666 949 and follow their instructions.

V. Methods of Complaint Resolution

If the complaint is justified, the Provider will resolve it by one of the following methods:

a) Vehicle Replacement

Providing a replacement vehicle of the same or higher category without surcharge.

b) Price Discount

Reasonable discount from the rental price corresponding to the scope and severity of the defect.

c) Partial Payment Refund

Refund of proportional part of the paid price for the period during which the customer could not properly use the vehicle.

d) Contract Termination

In case of substantial defects that cannot be removed, the customer has the right to terminate the contract and request refund of the entire paid amount.

The customer will be informed about the method of complaint resolution in writing (by email or letter) no later than 30 days from filing the complaint.

VI. Complaint Resolution Process

1

Complaint Acceptance

The Provider will confirm complaint acceptance and issue the customer a written confirmation (complaint protocol) with acceptance date, complaint content and requested resolution method.

2

Complaint Assessment

The Provider will assess the justification of the complaint based on submitted documents, handover/pickup protocol and possible photo documentation.

3

Complaint Resolution

The Provider will resolve the complaint by one of the methods stated in Art. V and inform the customer of the result in writing.

4

Complaint Completion

The customer will confirm complaint resolution by signature. In case of non-acceptance of the decision, the customer has the right to further procedure according to Art. VII.

VII. Alternative Dispute Resolution

If the customer is not satisfied with the method of complaint resolution or believes that the Provider has violated their rights, they have the right to turn to the Provider with a request for remedy.

If the Provider responds negatively to the customer's request or does not respond within 30 days, the customer has the right to file a proposal to start alternative dispute resolution (ADR) under Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes.

Alternative Dispute Resolution Entities

A list of ADR entities is available on the website of the Ministry of Economy of the Slovak Republic: www.mhsr.sk

VIII. Supervisory Authority

Supervision over compliance with the Provider's obligations is performed by:

Slovak Trade Inspection
Hurbanova 59, 911 01 Trenčín
Tel.: 032/640 01 09
Email: tn@soi.sk: tn@soi.sk

IX. Final Provisions

This Complaints Policy becomes valid and effective on the day of its publication on the website blackrent.sk.

The Provider reserves the right to change this Complaints Policy. Changes become effective on the day of their publication on the website.

By signing the rental contract or confirming the online order, the customer confirms that they have familiarized themselves with this Complaints Policy and agree to it.

Need to file a complaint?

Contact us at info@blackrent.sk or by phone at +421 910 666 949.We will resolve your complaint as soon as possible and professionally.

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