Complaints Procedure
What we do when something does not work. Effective from 27 October 2026.
This is a translation for information. In case of any discrepancy the Slovak version is binding.
Effective from 27 October 2026. It applies to all products and services of WebiSfer s. r. o. (SFERIN, ORDINUJ, custom websites, operation and hosting, Deskribo and others). For consumers in accordance with Act No. 108/2024 Coll. on Consumer Protection and the Civil Code, for businesses in accordance with the Commercial Code and the GTC. Published at webisfer.sk/reklamacie (in English at webisfer.sk/en/complaints) and on the product websites.
1. Who may complain and about what
1.1 A complaint may be made by the client (the contracting party). The client's customers (guests, patients, visitors to its website) should contact the client; if they contact us, we will refer them to the client and let the client know.
1.2 A complaint may be made about a defect in performance: the website or service does not work as agreed in the order, the Product Annex and the GTC, or it was not delivered within the agreed deadline.
1.3 The following in particular are not defects: a request for a new function or a design change after approval; a content change that the client can make itself in the administration; the consequence of an intervention by the client or a person it has authorised; a malfunction caused by a third party (booking portal, SMS gateway, payment gateway, registrar, mobile operator, an internet outage at the client's end); planned maintenance announced in advance; suspension of the service for non-payment or prohibited content; subjective dissatisfaction with a design approved in the comments process; a fall in traffic, search engine rankings or the number of bookings, which we do not guarantee; differences in display in outdated browsers.
2. Types of complaints and how we handle them
| Situation | What we do | Deadline |
|---|---|---|
| The website, bookings or ordering do not work (outage) | we handle it as a critical failure under the SLA in the Product Annex; we keep you informed of the status | start of handling according to the SLA; the repair time depends on the cause |
| A function error (form, calendar, e-mail, application) | we fix it; if an immediate fix is not possible, we provide a workaround | as a rule within 5 working days, at the latest within 30 days |
| The website was delivered late | if the delay is our fault (not due to missing materials or comments), we extend the first operation period by twice the number of days of delay, by no more than 30 days | at launch |
| The website does not match the approved design or the order | we adjust it according to the approved design free of charge | within 10 working days |
| The domain does not work, or was not renewed or transferred | we put it right and pay the proven costs of renewal if the error occurred on our side | without undue delay |
| E-mails do not work or have been lost | we restore the mailbox, from backup if one exists; we are not responsible for the content of mailboxes where the loss was caused by the client | as a rule within 2 working days |
| Loss of data (bookings, content) | we restore from the last backup free of charge if the loss was caused by our error; where the loss was caused by the client, the restore is charged according to the price list | within 2 working days |
| An SMS or e-mail to a guest or patient was not delivered | we check the gateway records; we are not responsible for delivery by the operator; SMS messages not sent due to our error are credited back | within 5 working days |
| An incorrect invoice or payment | we correct the invoice and refund any overpayment within 14 days | within 5 working days |
| Dissatisfaction with support or communication | the managing director investigates and replies in writing | within 10 working days |
| A complaint after the contract has ended (export, deletion, domain) | handled under Art. 13 of the GTC; export on request within 30 days of the end | within 30 days |
3. How to make a complaint
3.1 By e-mail to info@webisfer.sk or to the product address (SFERIN: info@sferin.sk, ORDINUJ: info@ordinuj.sk), or in writing to our registered office. Please state who you are, the address of the website, what does not work, since when, how the problem shows itself (a screenshot helps) and what you are asking for.
3.2 We will confirm receipt within 1 working day with a complaint number and the expected procedure. A critical outage may also be reported by phone to the number stated in the order; we will confirm the report by e-mail.
3.3 Make your complaint without undue delay after discovering the defect. A business loses its rights arising from defects if it does not report the defect within 30 days of discovering it; for consumers the statutory deadlines apply.
4. Handling
4.1 We handle a complaint by remedying the defect, by a workaround, by a reasonable discount on the fee for the period, by extending the period according to the SLA or, in the case of an irremediable defect that prevents use of the service, by withdrawing from the contract and refunding a proportionate part of the fee for the unused period. We reject an unjustified complaint with written reasons.
4.2 We decide on how a consumer's complaint will be handled immediately, in complex cases within 3 working days, and we settle it no later than 30 days after it is lodged; we issue a written document on the outcome. If we do not settle the complaint within this deadline, the consumer has the right to withdraw from the contract or to ask for a discount.
4.3 We settle a business client's complaint within the deadlines given in the table in section 2; claims arising from defects are limited under Art. 15 of the GTC and the SLA.
5. If you are not satisfied with the outcome
5.1 A consumer may ask us for redress at info@webisfer.sk. If we reject the request or do not respond within 30 days, the consumer may file a proposal for alternative dispute resolution under Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes with the Slovak Trade Inspection (Slovenská obchodná inšpekcia, Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, ars@soi.sk, soi.sk) or with another body on the list kept by the Ministry of Economy of the Slovak Republic, within one year. The right to go to court is not affected.
5.2 Supervisory authority: Slovak Trade Inspection, SOI Inspectorate for the Košice Region, Vrátna 3, P. O. BOX A-35, 040 65 Košice 1.
5.3 A business client and the provider first try to resolve a dispute through negotiation between their managing directors; if they do not reach agreement within 30 days, the dispute is decided by a court under Art. 17 of the GTC.
6. Records
We record every complaint in our internal system (date of receipt, content, method and date of settlement, who handled it) and keep the record for 3 years; we will provide an extract at the client's request.