Complaints Policy

1. Introductory Provisions

1.1. This Complaints Policy governs the procedure for asserting rights arising from defective performance between Hotel Analytics s.r.o., Company ID: 06723756, with registered office at Krakovská 582/23, 110 00 Prague 1 (hereinafter referred to as the “Provider”), and business entities using the Best Guest service (hereinafter referred to as the “User”).

1.2. This Complaints Policy applies exclusively to contracts concluded between business entities (B2B).

2. Assertion of Rights from Defective Performance

2.1. The User is obliged to notify the Provider of any defect in the Service without undue delay after discovering it, or after it could have been discovered with due care.

2.2. The complaint must include a description of the defect and evidence of its occurrence, and may be submitted via e-mail to support@bestguest.cz or by phone at +420 705 943 742.

2.3. The right to assert claims arising from defective performance shall lapse if not exercised without undue delay after the defect has been discovered.

2.4. Complaints regarding billed amounts (e.g., number of charged forms, incorrect plan) must be raised no later than 30 days from the invoice date. The Provider will provide a detailed breakdown of service usage for the disputed period.

3. Complaint Resolution

3.1. The Provider will confirm receipt of the complaint no later than 3 business days and will address it no later than 30 days from receipt, unless the parties agree on a longer period due to the nature of the defect.

3.2. If the Provider finds the complaint justified, it shall remedy the defect without undue delay or provide an appropriate discount on the service price.

3.3. Where a justified complaint results in a refund of a card payment, the refund will always be made to the same card via PayU, in accordance with Section 4.12 of the Terms and Conditions.

4. Limitation of Liability

4.1. The Provider shall not be liable for defects or damages caused by improper use of the Service by the User or a third party, nor for defects resulting from force majeure or circumstances beyond the Provider’s control.

4.2. The Provider’s liability for damage is limited as set out in Section 8 of the Terms and Conditions (in particular the exclusion of indirect damages and the limitation of total liability).

4.3. The Provider is in particular not liable for sanctions imposed on the User by public authorities in connection with the User’s statutory obligations regarding accommodation reporting and fee collection (Section 5 of the Terms and Conditions).

5. Final Provisions

5.1. This Complaints Policy is effective as of June 1st 2026. 5.2. Any rights and obligations not regulated in this Policy are governed by applicable laws of the Czech Republic. 5.3. This Policy applies exclusively to contracts concluded between business entities (B2B). Consumer protection rights shall not apply.