Complaints Policy

1.1. The Client has the right to submit a complaint if the provided service does not comply with the terms of the agreement, the description on the website, or professional standards.

1.2. The complaint must be submitted without undue delay as soon as the Client discovers a defect in the provided service.

2.1. Official Channel
A complaint shall be considered submitted only if a completed and signed application form in scanned copy is sent through the complaint form or to the email address: info@medinklud.eu with the subject line: “Reklamácia” or “Reklamacia”.

2.2. Application Form
To submit a complaint, we recommend using our application template by printing it out, completing all required fields, and signing it.

2.3. Important Limitation
Messages sent via messengers such as WhatsApp, Telegram, etc., or oral requests made by telephone shall not be considered an official complaint and shall not trigger the statutory period for its review.

3.1. The Company is obliged to review a properly submitted complaint and provide a response to the Client within 30 calendar days from the date of its receipt.

3.2. If the complaint is accepted, the Company undertakes to remedy the defects or issue a refund in accordance with the agreed arrangements.

4.1. Nostrification and Residence Permit
A negative decision issued by a public authority, such as a Ministry, university, or the Foreign Police, shall not constitute grounds for a complaint, provided that the Company has fulfilled its obligations related to the preparation and submission of documents in accordance with Sections 2.1 and 2.4 of the General Terms and Conditions.

4.2. Language Courses
Complaints related to technical failures of the platform shall be resolved by extending the access period.

When calculating refunds, the “33.3 / 33.3 / 33.3” rule shall apply: administration, access to the platform, and work with the teacher, in accordance with Section 2.2 of the General Terms and Conditions.

4.3. Employment Support
Complaints concerning “free” employment support services shall be reviewed in accordance with Section 2.3 of the General Terms and Conditions. If the Client breaches the exclusivity conditions or the obligation to work for the recommended employer for 6 months, the Client loses the right to make claims related to financial compensation.

To speed up the processing of your request, please use the prescribed document forms:

6.1. If the Client is not satisfied with the manner in which the complaint has been resolved, they have the right to contact an alternative dispute resolution body.

6.2. The competent authority in the Slovak Republic is the Slovak Trade Inspection (Slovenská obchodná inšpekcia — SOI). Detailed information is available at www.soi.sk