Epiláreñ, Bratská 3, 851 01 Bratislava
An establishment providing care for the human body must have a valid trade license.
Obligations of the establishment:
- To provide its services only with professionally trained personnel who possess the relevant qualifications to perform their profession.
- To perform the required service responsibly, according to proper technological procedures, applicable to the specific work task with designated materials and products that have not exceeded their warranty period and comply with EU standards.
- The customer must be informed before the commencement of the service about subsequent home care and the possibility of any complaints.
- The customer is obliged to inform the staff about important health issues, surgeries that could affect the quality, durability, or progress of the selected service. For this purpose, the “Customer Card” is used, which the staff updates during each visit. This includes conditions such as diabetes, heart disease, eczema, psoriasis, hormonal changes in the body, pregnancy, oncological diseases, thyroid disease, and others.
- The staff of the establishment must ensure hygienic conditions when providing services.
- The staff of the establishment is obligated to provide qualified advice to the customer regarding any inappropriate requests or instructions. If they fail to do so, they are responsible for any negative outcome resulting from the provided service.
- The staff of the establishment is obligated to provide qualified advice to the customer regarding any inappropriate requests or instructions. If they fail to do so, they are responsible for any negative outcome resulting from the provided service.
- Compliance with proper technological procedures is immediately evident, but no later than within 24 hours. A complaint regarding non-compliance with technological procedures is only possible until the following day after the service has been performed, during a personal consultation with the customer and an inspection of the work performed.
- The customer assumes responsibility for proper handling and adherence to recommended instructions after 24 hours (possibility of a complaint). Subsequent complaints are not possible due to the difficulty of proving or excluding improper or inappropriate customer care.
- The staff of the establishment is obliged to provide the customer with a receipt when processing a complaint.
- The staff of the establishment is obliged to keep records of complaints and present them for inspection upon request by the supervisory authority. The complaint record must contain information about the date of complaint submission and the method of handling the complaint.
- The customer must carefully inspect the completed service before payment. By making payment for the service, they waive the right to lodge a complaint regarding the aesthetic appearance of the service.
- Alternative dispute resolution. The consumer has the right to contact the seller with a request for rectification if they are dissatisfied with the way the seller handled their complaint or if they believe that their rights have been violated. If the seller responds to this request negatively or does not respond within 30 days from its submission, the consumer has the right to submit a proposal for alternative dispute resolution to the entity for alternative dispute resolution (hereinafter referred to as “ADR entity”) in accordance with Act No. 391/2015 Coll. ADR entities include authorities and authorized legal entities under Section 3 of Act No. 391/2015 Coll. The consumer may submit the proposal in the manner specified in Section 12 of Act No. 391/2015 Coll. Alternative dispute resolution can only be used by a consumer – a natural person who, when concluding and fulfilling a consumer contract, does not act within the scope of their business, employment, or profession. Alternative dispute resolution only applies to disputes between the consumer and the seller arising from a consumer contract or related to a consumer contract. Alternative dispute resolution does not apply to disputes where the value of the dispute does not exceed EUR 20.
- Money for gift vouchers cannot be refunded but can be exchanged for a service or product within the salon of equal or lesser value than the value of the gift voucher. The voucher is valid only until the date specified on the voucher.
Complaint procedure valid and effective from July 1, 2023.
