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Complaint Procedure

Last updated: 14. 3. 2026

1. Introductory provisions

This complaint procedure governs the process for filing complaints about the service provided by THIS IS FINE / Ing. Vojtěch Hujňák, MSc., ID No.: 22018131, registered at Smetanova 362, 252 25 Jinočany (hereinafter the "Provider").

2. Subject of complaints

The customer may file a complaint regarding:

  • service unavailability exceeding a reasonable period
  • incorrect payment processing
  • serious technical defects preventing the use of the service
  • discrepancy between the provided service and its description

Complaints do not apply to AI agent outputs, which are informational in nature and may contain inaccuracies (see Terms & Conditions §7).

3. How to file a complaint

A complaint can be filed:

  • by email at feedus@thisisfine.ai
  • via the feedback form in the application (Account Settings → Feedback)

The complaint must include:

  • customer identification (email registered in the application)
  • description of the defect
  • date and circumstances of the defect
  • requested resolution method

4. Resolution deadline

The Provider will confirm receipt of the complaint without undue delay.

The complaint will be resolved within 30 days of filing, unless the Provider and the Customer agree on a longer period.

5. Resolution method

The complaint may be resolved by:

  • fixing the defect
  • providing a reasonable discount
  • refunding the payment for the affected period
  • justified rejection

The customer will be informed about the resolution method at the email address provided during registration.

6. Out-of-court dispute resolution

If the customer is not satisfied with the complaint resolution, they have the right to contact the out-of-court consumer dispute resolution body:

7. Effective date

This complaint procedure takes effect on: 14. 3. 2026.

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