1. This Complaints Procedure has been drawn up in accordance with Act No. 40/1964 Coll., the Civil Code, Act No. 513/1991 Coll., the Commercial Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended, and applies to the hairdressing services provided.

 

2. Given the nature of the services provided, a complaint must be raised during the service itself. Complaints regarding defects that have subsequently been interfered with by other persons (e.g., correction of the service at another salon, or improper at-home care) cannot be upheld. A complaint may also be filed for services that, through the fault of the provider, were not provided to the consumer at all, even though the consumer had duly ordered and prepaid for them and had duly arrived to receive them at a verifiably pre-arranged appointment time.

 

3. A consumer may file a valid complaint in essentially two ways:

• in writing, by email/electronic mail, with photographic documentation attached;

• or in person, by reporting the complaint and allowing an in-person inspection of the work being complained about.

• Delivery address: info@exclusivebarbershop.cz.

• In person: Exclusive Barbershop, Myslíkova 32, 120 00 Prague 2.

 

4. The person entitled to file a complaint is the consumer, i.e., the party to the contract for the purchase of services — that is, the person who duly paid the price of the services provided.

 

5. When filing a complaint, the consumer is required to provide: evidence of the defect in the services provided; a detailed description of the defect; specification of when and by which specific person the defective service was provided; and any other circumstances and documents relevant to the resolution of the complaint.

 

6. The consumer will be informed of the commencement and progress of the complaint proceedings no later than 3 days after the complaint has been duly filed.

 

7. The right to claim under warranty lapses in the following cases: a) defects arising from the consumer's specific, abnormal physiology (e.g., resulting allergies or bruising); b) if the consumer wishes to file a complaint more than 7 days after the service was performed; c) improper handling or use contrary to the barber's instructions for at-home care; d) if the consumer's complaint is based solely on the fact that no one else noticed the result.

 

8. In the case of a valid complaint, the consumer will receive a free remedy in the form of the provision of the same or a similar service, or by way of supplementing or correcting the service. If the provider is unable to provide a remedy as described in the preceding sentence, the consumer will be offered financial compensation corresponding to the price of the complained-about service, in an amount reflecting the extent to which the consumer made use of the service.

 

9. The deadline for resolving a complaint, including remedying the defect, is 30 calendar days without undue delay, unless the parties agree otherwise. This period begins to run on the day the complaint is received. If this deadline is not met, the consumer has the right to have the defective service provided again free of charge, or to withdraw from the purchase contract.

 

10. This Complaints Procedure applies to all services provided at the Exclusive Barbershop s.r.o. barbershop, located at Myslíkova 32, Prague 2.