1. Introductory Provisions
1.1. This Complaints Policy (Reklamační řád) governs the procedure for exercising the Customer's rights from defective performance in connection with UAML Memory software licenses purchased through the online store at uaml-memory.com, operated by:
Seller: GLG, a.s., with its registered office in the Czech Republic
Email: support@uaml.ai
1.2. This Complaints Policy is issued in accordance with Act No. 89/2012 Coll. (Civil Code), Act No. 634/1992 Coll. (Consumer Protection Act), and Directive (EU) 2019/770 on digital content and digital services.
1.3. This policy applies to all Customers. Additional consumer protections apply to Consumers as defined in §419 of the Civil Code.
2. Conditions for Filing a Complaint
2.1. The Customer may file a complaint if the Product does not conform to the contract, in particular if:
- the Product does not have the properties described by the Seller or agreed in the contract;
- the Product is not fit for the purpose for which it is normally used;
- the Product does not function properly or exhibits errors that materially affect its use;
- the Seller has failed to provide necessary updates, including security updates.
2.2. A complaint may be filed during the entire Subscription Period. For continuous supply of digital content, the Seller is liable for any lack of conformity that becomes apparent during the contracted period.
2.3. Complaints related to the free trial period are also accepted under the same conditions.
3. How to File a Complaint
3.1. Complaints shall be submitted by email to:
3.2. The complaint must include:
- the Customer's name and email address;
- a description of the defect or non-conformity;
- the date the defect was first noticed;
- the Customer's preferred remedy (see Section 4);
- any supporting evidence (screenshots, error messages, logs) if available.
3.3. The Seller shall confirm receipt within 2 business days by email.
4. Customer's Rights and Remedies
4.1. If the Product does not conform to the contract, the Customer has the right to request that the Product be brought into conformity free of charge.
4.2. The Seller shall bring the Product into conformity within a reasonable time, without significant inconvenience to the Customer.
4.3. The Customer is entitled to a proportionate price reduction or may terminate the contract if:
- the Seller has failed or refused to bring the Product into conformity;
- the lack of conformity is so serious as to justify immediate action;
- the same or similar defect recurs despite the Seller's attempts;
- the Seller has declared that conformity will not be achieved in a reasonable time.
4.4. Upon termination, the Customer is entitled to a refund of the proportionate part of the subscription fee for the remaining unused period.
5. Complaint Resolution Period
5.1. The Seller shall resolve the complaint within 30 calendar days from the date of filing.
5.2. If not resolved within 30 days, the Seller shall inform the Customer of the reasons and expected resolution date.
5.3. A complaint is resolved when the Customer is notified of the outcome by email.
6. Excluded Complaints
6.1. The Seller is not liable for defects caused by:
- failure to use the Product in accordance with documentation;
- failure to install provided updates within a reasonable time;
- unauthorized modifications by the Customer or third parties;
- the Customer's hardware, software, or internet connection;
- force majeure events.
7. Alternative Dispute Resolution
7.1. A Consumer may submit a dispute to the Czech Trade Inspection Authority (ČOI):
- Czech Trade Inspection Authority (ČOI)
- Central Inspectorate — ADR Department
- Štěpánská 567/15, 120 00 Prague 2
- Website: www.coi.cz
- ADR: www.coi.cz/informace-o-adr/
7.2. EU ODR platform: https://ec.europa.eu/consumers/odr
8. Final Provisions
8.1. This Complaints Policy forms an integral part of the Terms of Service.
8.2. This policy takes effect on the date of its publication on the Store.
8.3. The Seller reserves the right to amend this policy with notice by email.
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