Complaints Procedure

Effective from April 6, 2026

1. Introductory Provisions

This complaints procedure of Logyloop s.r.o., with registered office at Karpatské námestie 7770/10A, 831 06 Bratislava, Slovenská republika, IČO: 57 556 148, email: info@logyloop.com (hereinafter the "provider"), governs the conditions and process for filing complaints regarding services provided by the provider, in particular:

  • ERP systems
  • CRM systems
  • AI solutions and automation
  • Custom software development
  • Consulting and advisory services
  • System integration

2. Complaint Conditions

The client is entitled to file a complaint if:

  • The service was not provided in accordance with the contract
  • The service has defects preventing its proper use
  • The service does not meet the specifications agreed in the contract

A complaint must be filed within 6 months of service delivery.

3. How to File a Complaint

A complaint can be filed:

  • By email to info@logyloop.com
  • In writing to the provider's registered office
  • Via the contact form on the website

4. Required Information

A complaint must include:

  • Client identification (name/company name, contact details)
  • Contract or order number
  • Description of the defect or deficiency
  • Requested resolution
  • Relevant evidence (screenshots, logs, behavior descriptions)

5. Complaint Processing

  • The provider will acknowledge receipt of the complaint within 3 business days.
  • The complaint will be resolved within 30 days of receipt.
  • For complex technical issues, the deadline may be extended to a maximum of 60 days, of which the client will be informed.

6. Resolution Methods

A justified complaint may be resolved by:

  • Defect removal — repair or update of the service
  • Replacement — provision of an equivalent service
  • Discount — reasonable reduction in the service price
  • Refund — return of the paid amount (in full or in part)

7. Grounds for Rejection

The provider is entitled to reject a complaint in the event of:

  • Improper use of the service by the client
  • Third-party interference with the delivered solution
  • Failure of the client to provide required cooperation
  • Late filing of the complaint (after the 6-month period)
  • Characteristics inherent to the nature of AI services (see Section 8)

8. Special Provisions for AI Services

AI services are provided on an "as is" basis. The following are not considered defects:

  • Output variability, which is a natural characteristic of AI models
  • Dependence of output quality on input data quality
  • Changes in outputs caused by AI model updates
  • Unavailability of third-party external AI services

9. Alternative Dispute Resolution

If the client is not satisfied with the complaint resolution, they have the right to contact an alternative dispute resolution body in accordance with Slovak Act No. 391/2015 Coll.

Contact: Ministry of Economy of the Slovak Republic
www.mhsr.sk

The EU Online Dispute Resolution platform is available at:
ec.europa.eu/consumers/odr

10. Final Provisions

This complaints procedure is an integral part of the provider's General Terms and Conditions and takes effect on the date of publication.

Contact: info@logyloop.com