Complaints Policy

4GlobalEstate portal

Version: 1.1
Effective date: 1 May 2026
Issued by: 4DEIVIA Systems s.r.o.

Article I – Introductory Provisions

1.1 These Complaints Policy (hereinafter referred to as the "Policy") governs the procedure for exercising rights arising from defective performance and complaints within the services of the 4GlobalEstate portal operated by the company , IČO , DIČ , with its registered office at (hereinafter referred to as the "Operator").4DEIVIA Systems s.r.o.29483930CZ29483930Stodolní 849/4, 743 01 Bílovec, Česká republika

1.2 This Policy is an integral part of the Portal's General Terms and Conditions (GTC).

Article II – What the Complaint Applies To

2.1 A complaint can be made especially in the case of:

Technical malfunction of the Portal causing unavailability of the advertisement or advertising services for a period longer than 48 hours continuously (outside of planned maintenance) — the same limit as for the right to withdraw from the contract according to GTC Art. IX para. 9.3 (B2C, affected advertisement) respectively para. 9.7 (B2B, Framework Agreement).
System errors causing incorrect display of the purchased advertisement (missing photos, distorted text).
Incorrect invoicing demonstrably caused by the Portal.

2.2 A complaint cannot be made for:

Short-term outages of the Portal caused by planned technical maintenance (maintenance windows are announced in advance).
Outages caused exclusively by third parties (hosting, machine translation API, payment gateways Stripe / PayU / Revolut), if the Operator proves that the defect did not originate on their side and they had no opportunity to rectify the defect within a reasonable time.
Low traffic or low number of ad views – The Operator guarantees publication, not advertising results.
Content of automatic translations provided via machine translation (AI).
Deletion of advertisement due to Advertiser's violation of T&Cs.

Article III – Method of lodging a complaint

3.1 The Advertiser is obliged to lodge a complaint without undue delay after discovering the defect, but no later than 6 months from the occurrence of the defect.

3.2 Complaints are lodged electronically by sending an email to:

📧 [email protected]

3.3 The email must contain:

Advertiser's name / company name and contact email.
Ad ID or invoice number to which the complaint relates.
Description of the defect complained about – what exactly is not working, since when, under what circumstances.
Attachment of evidence (screenshot, date and time of error occurrence).

3.4 Upon receipt of the complaint, the Operator shall send the Advertiser an acknowledgement of receipt of the complaint to their registered email address.

Article IV – Time limits for resolution

4.1 The Operator is obliged to resolve the complaint within 30 days of its proper submission in accordance with Article III.

4.2 In justified cases, the period may be extended, of which the Advertiser shall be informed in advance.

4.3 The result of the complaint procedure shall be communicated to the Advertiser by email to the registered address.

Article V – Methods of Complaint Resolution

5.1 If the complaint is found to be justified, the Operator will offer, depending on the nature of the defect and the type of Advertiser:

Extension of the advertising period by the period of demonstrable unavailability (especially for B2C).
Financial compensation in the form of credit or invoice reduction (especially for B2B).
Refund of the corresponding part of the price for the period of verified non-functionality (for B2C paid advertising).

Withdrawal in addition to complaint (in accordance with GTC Art. IX):

For B2C Advertisers (Consumers): In the event of continuous unavailability of the Portal for more than 48 hours (excluding planned maintenance) due to the Operator's fault, the Consumer also has the right, in addition to resolving the complaint according to these Regulations, to withdraw from the contract for the affected advertisement and demand a refund of a proportionate part of the paid price according to GTC Art. IX para. 9.3.
For B2B Advertisers: Under the same conditions (demonstrable and continuous unavailability of advertising services for more than 48 hours due to the Operator's fault), the B2B Advertiser may, in addition to complaint remedies (e.g., invoice reduction), exercise the right to immediately withdraw from the Framework Agreement according to GTC Art. IX para. 9.7. The proper termination of the contractual relationship by notice is governed by GTC Art. IX paras. 9.4 and 9.5.

Withdrawal and complaint remedy are not mutually exclusive to the extent permitted by law.

5.2 If the complaint is found to be unjustified, the Operator shall inform the Advertiser in writing (by email) of the reasons for rejection.

Article VI – Out-of-court consumer dispute resolution (ADR)

6.1 The Operator hereby, in accordance with Section 14 of Act No. 634/1992 Coll., on Consumer Protection, informs the Consumer about the possibility of out-of-court dispute resolution.

6.2 In the event of a consumer dispute arising between the Operator and the Consumer, which cannot be resolved by mutual agreement, the Consumer is entitled to submit a proposal for out-of-court dispute resolution to:

Czech Trade Inspection Authority (CTIA)
Central Inspectorate – ADR Department
Štěpánská 567/15
120 00 Praha 2 – Nové Město
Web: https://adr.coi.cz
E-mail: [email protected]

6.3 The Consumer may also use the online dispute resolution (ODR) platform established by the European Commission, available at: https://ec.europa.eu/consumers/odr/

6.4 This possibility of out-of-court resolution applies exclusively to Consumers (natural persons not acting within the scope of their business activity). It does not apply to B2B disputes.