Complaints Policy

How to report a defect in a service, how quickly we handle complaints and what you are entitled to.

Version 1.0 · effective from 27 October 2026

Draft prepared before launch; a lawyer must review it. Items marked [TO BE ADDED] are still missing. English translation; the Czech version prevails.

1. Introduction

This complaints policy is part of the Terms and Conditions. It sets out how customers exercise their rights in respect of defective services provided under the MagnoHost brand. The operator is Martin Matúšek - MM Tire, Stupavská 1358/68, 901 01 Malacky, Slovak Republic, Company ID 56 856 911.

2. When a service is defective

A service is defective if it does not conform to the contract, in particular the plan description (performance, capacity, features), or cannot be used for its usual purpose. The following are not defects:

• unavailability during announced planned maintenance,
• problems caused by the customer's content, settings or software (for example a faulty plugin or mod),
• faults outside the operator's infrastructure (the customer's internet connection, third-party services such as Mojang or Discord),
• restrictions of the service due to the customer's breach of the terms.

3. How to make a complaint

You can make a complaint:

• via a support request in the customer area ([TO BE ADDED]) – recommended, so you can follow its progress,
• by e-mail to podpora@magnohost.cz,
• by letter to Stupavská 1358/68, 901 01 Malacky, Slovak Republic.

Please include:

• your name and the e-mail address of your account,
• which service the complaint concerns (name or number of the service, or the invoice number),
• a description of the defect: what does not work, since when and how it shows,
• what you request (see Article 5).

Make the complaint without undue delay after you discover the defect. The sooner you report it, the better it can be investigated.

4. Handling of complaints

1. The operator confirms receipt of the complaint without undue delay by e-mail or a reply in the customer area, stating the date of receipt and what the complaint concerns.
2. The operator handles the complaint without undue delay and no later than 30 days from the day it was made, unless a longer period is agreed with the customer.
3. The operator informs the customer of the outcome by e-mail or in the customer area and issues a written confirmation of how the complaint was handled. If the complaint is rejected, the reason is given.
4. The operator keeps a record of complaints.

5. What you are entitled to

1. You may request that the defect be remedied (the service brought into conformity with the contract). The operator remedies it within a reasonable time and at no cost to you.
2. If the defect cannot be remedied, is not remedied within a reasonable time, recurs or is serious, you may request an appropriate price reduction for the duration of the defect, or withdraw from the contract. On withdrawal the operator refunds the price for the period during which you could not use the service because of the defect and for the remaining part of the paid period.
3. A price reduction is normally given as a refund or, if you agree, as credit for the next period.
4. The operator refunds money using the same means of payment you used, unless agreed otherwise.

6. Alternative dispute resolution

If a consumer is not satisfied with how a complaint was handled, they may ask the operator for redress. If the operator rejects the request or does not reply within 30 days, the consumer may submit a proposal for alternative dispute resolution to the Slovak Trade Inspection (www.soi.sk) or another authorised body. Consumers from the Czech Republic may also contact the European Consumer Centre Czech Republic (www.evropskyspotrebitel.cz). This does not affect the right to go to court.

7. Effective date

This complaints policy is effective from 27 October 2026.