Complaints Procedure

1. Introduction

1.1 This complaints procedure governs how rights arising from liability for defects in the vehicle rental service provided by WeDriver, DOPLNIŤ – sídlo spoločnosti, company ID (IČO): DOPLNIŤ are exercised. It is based on Act No. 40/1964 Coll., the Civil Code, and Act No. 108/2024 Coll. on consumer protection.

2. What can be complained about

2.1 A service is defective if it does not conform to the contract, in particular if the vehicle was not delivered at the agreed time or in the agreed condition, is not roadworthy, lacks the agreed equipment or does not meet the described characteristics, or if the price or deposit was charged incorrectly.

2.2 Defects caused by the renter or driver (improper use, breach of the T&Cs) and normal wear and tear corresponding to the length of the rental cannot be the subject of a complaint.

3. Vehicles of private owners

3.1 For a private owner’s vehicle, the renter’s contracting party is the Owner and WEDRIVER provides a brokerage service. Report a defect in the vehicle or the rental (incorrect description, vehicle not in the agreed condition, non-delivery of the vehicle) immediately, ideally at handover, to the assistance number or by email. WEDRIVER will investigate the matter, broker a resolution with the Owner and, where the complaint is justified, arrange a proportionate discount, a replacement vehicle (if available) or a refund of the price for the unused period from the payment that WEDRIVER held.

3.2 Where the Owner is a private individual, consumer protection legislation does not apply to them; however, that legislation does apply to WEDRIVER’s brokerage service. The listing always states whether the Owner acts as a business.

4. How to make a complaint

• As soon as possible, ideally immediately upon discovering the defect and during the rental, by telephone on +421 2 8900 1234 – so that we can arrange a remedy (replacement vehicle, assistance).
• In writing by email to reklamacie@wedriver.cz or by post to the registered office address; state the booking number and a description of the defect and the way you wish it to be resolved, and attach photographs or documents.
• At a branch when returning the vehicle; we will issue a confirmation that the complaint has been made.

4.2 The confirmation will state the date the complaint was made, its subject and the way of resolution you request. The right in respect of a defect must be exercised without undue delay and no later than 24 months after the service was provided; however, we recommend doing so within 7 days.

5. Handling of the complaint

5.1 We will decide on the complaint immediately or, in complex cases, within 3 working days; handling, including the remedying of the defect, will not exceed 30 days from the date the complaint was made. After this period expires, the consumer has the right to withdraw from the contract or to demand a replacement.

5.2 We will issue a written document on the outcome of the complaint and deliver it to the consumer by email (or by post if they so request). If the complaint is rejected, we will state the reason and inform the consumer of the option to contact an ADR entity.

5.3 Ways of resolution: repair or delivery of the missing performance, replacement of the vehicle with an equivalent one, a proportionate discount on the price, a refund of the price for the unused period, or withdrawal from the contract – depending on the nature of the defect and the consumer’s legitimate choice under the law.

5.4 The costs associated with a justified complaint are borne by the lessor.

6. Dispute resolution

6.1 If you are not satisfied with how the complaint was handled, you may contact an alternative dispute resolution entity (e.g. the Slovak Trade Inspection, soi.sk); the proposal may be submitted no later than 1 year after you first exercised the right with us. Supervision is carried out by the Slovak Trade Inspection. See also the T&Cs.