GOFAR s.r.o., with registered office at: Košická 52/A, 821 08 Bratislava, registered in the Commercial Register at Bratislava I District Court, Section: Sro, File no.: 107526/B, Org. ID: 46525831, Tax ID: 2023424865 (“Real Estate Agency” or simply “Agency”) hereby publishes the following claims policy under Act No. 250/2007 Coll. on Consumer Protection:

  1. The Claims Policy lays down the conditions, method and place for resolving claims and the rights and obligations of the Agency and the client within claims procedures. Every client (“consumer”) has the right to file a claim involving provided services with the Agency.
  2. The consumer may file their claim at the Agency’s offices located at: Jašíkova 2, 821 03 Bratislava, or in writing to: GOFAR s.r.o., Košická 52/A, 821 08 Bratislava.
  3. The term claim is defined as the application of any of the consumer’s entitlements to verify the accuracy, quality or scope of the service provided and/or liability for defects in the Agency’s services. Consumer complaints related to the failure of third parties to fulfil their obligations, consumer suggestions for improvements in the Agency’s services or other requests that do not concern the Agency’s services or activities are not considered claims.
  4. The consumer has rights under §622 and §623 of the Civil Code when filing a claim. The rights and obligations of the consumer related to the filing and resolution of claims are laid down in §18 et seq. of Act No. 250/2007 Coll. on Consumer Protection.
  5. The consumer shall decide on which right to apply under §622 and §623 of the Civil Code when filing a claim. The consumer shall provide all documents and evidence to support its claims together with its claim. The Agency shall determine a method for resolving the claim based on the consumer’s decision and immediately, or within 3 business days from the filing of the claim at the latest in more complicated situations. In justified cases, especially if a comprehensive professional assessment of the quality or scope of the provided services is required, a method for resolving the claim shall be determined within 30 days from the date on which the claim is filed.
  6. Once the method for resolving the claim is determined, the claim shall be resolved immediately, or, in justified cases, later, but claims shall all be resolved within 30 days from the date on which the claim is filed. After expiry of the period for resolving the claim, the consumer has the right to withdraw from the contract. Resolution of a claim involves termination of the claims procedure with remedy of services (or part thereof) that were not provided sufficiently or at all, and payment of an appropriate discount from the broker's compensation (commission). If the claim is ineligible, the Agency shall reject the claim.
  7. The Agency covers all costs associated with resolving a claim. This has no prejudice on the Agency’s entitlement to compensation for actually incurred costs related to resolving ineligible claims.
  8. The Agency shall provide the consumer with confirmation once a claim is filed. If a claim is filed using means of remote communication (email), the Agency shall send confirmation of the receipt of the filed claim to the consumer immediately. If confirmation of the filing of a claim cannot be delivered immediately, it shall be delivered without any undue delay and together with proof of the resolution of the claim at the latest.
  9. The Agency shall issue a written document regarding resolution of a claim within 30 days of the filing of the claim.

Instructions regarding alternative dispute resolution

  1. The consumer has the right to seek redress from the Agency (via email to gofar@gofar.sk) if it is not satisfied in the manner with which the Agency handled its claim or it believes that the Agency violated its rights.
  2. If the Agency rejects such request or does not respond within 30 days of its sending, the consumer has the right to submit a petition to commence alternative dispute resolution for this dispute with an alternative dispute resolution entity under §12 of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes.
  3. The competent entity for alternative resolution of consumer disputes is the Slovak Trade Inspection (Slovenská obchodná inšpekcia) and the consumer may file such petition at the following address: Slovenská obchodná inšpekcia, ústredný inšpektorát (Central Inspectorate), Odbor pre medzinárodné vzťahy a alternatívne riešenie spotrebiteľských sporov (Department of International Relations and Alternative Dispute Resolution, Prievozská 32, p. p. 29, 827 99 Bratislava 27 or via email at:  ars@soi.sk, adr@soi.sk. Other entities authorised for alternative resolution of consumer disputes are listed in the on-line list of entities:
    http://www.economy.gov.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov
  4. The Agency’s Client (consumer) may submit its petition for alternative resolution of its consumer dispute using an on-line dispute resolution platform accessible at:
    https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=SK
  5. The petition to commence alternative resolution of a consumer dispute shall contain:
    a) the given name and surname of the consumer, mailing address, email address and phone number, if they have them,
    b) the exact identification of the Agency,
    c) a complete and comprehensible description of the important circumstances,
    d) specific definition of what the consumer is seeking,
    e) the date on which the consumer contacted the Agency with a request for redress and information that the attempt to resolve the dispute directly with the Agency was inconclusive,
    f) a declaration that no similar petition in the given matter was filed with a different alternative dispute resolution entity, a court or court of arbitration has not issued a decision on the matter, no mediation agreement was concluded with respect to the matter and the matter was not resolved within alternative dispute resolution under §20 (1)(a) to (e) of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes.
    The petition to commence alternative resolution of a consumer dispute is available on-line at:
    https://www.slov-lex.sk/pravne-predpisy/prilohy/SK/ZZ/2015/391/20160201_4545799-2.pdf

This claims policy replaces any previous claims policy in full.

This claims policy enters into force on 7 February 2012.

Person authorised to handle claims:
Ing. Estera Szabová