Procedimiento de reclamaciones

1.1 This policy describes:

• how a Customer complains about a service, consultation or goods ordered and paid through the Platform, what the Operator does with the complaint and what the outcomes can be (Sections 2 to 6);
• how any User, and in particular a Provider, complains about the Platform itself — a decision of the Operator, a suspension, ranking, a technical problem or a payout (Section 7);
• the statutory rights of Consumers that this policy does not affect (Section 8).

1.2 The Operator is not a party to the Service Contract. The Provider is liable for defects in its performance. The Operator's role is to hold the Escrow through the Payment Provider, to gather both sides' positions and to decide what happens with the Escrow. Anything agreed or paid outside the Platform is outside this policy and outside Escrow.

2.1 The best time to complain is within the Confirmation Window of 48 hours that starts when the Provider reports the Job as done. During that window the Job price is still held in Escrow, and a complaint stops its release automatically.

2.2 A complaint about a defect that could be seen at the time of completion (for example incomplete work, visible damage, a missing item) should be raised within the Confirmation Window. If the Customer confirms the Job or lets the Confirmation Window pass without objection, the Escrow is released and the Operator can no longer hold it; the Customer can still claim against the Provider directly under the statutory rules in Section 8, and the Operator will provide the Job records to both parties for that purpose.

2.3 A complaint about a hidden defect that appears later (for example a repair that fails after a week) may be raised at any time within the statutory period in Section 8. The Operator registers it, forwards it to the Provider, records the outcome in the Provider's statistics and helps the parties reach an agreement, but cannot refund money that has already been paid out.

2.4 A complaint about goods must be raised within the Confirmation Window after the recorded delivery for visible defects, and within the statutory period for other defects.

3.1 Open the Job on the Platform and choose "Open a complaint", write to the Operator on WhatsApp from the number on your account, e-mail hello@fordeal.ai with the Job number, or — for an AI agent — call the dispute endpoint of the API. The complaint is registered at the moment it reaches the Operator, and both parties receive a confirmation with the complaint number and the time.

3.2 State in the complaint:

• what was agreed (the Platform attaches the Request and the accepted Offer automatically);
• what was actually delivered and what is wrong with it;
• what you want: a repair or a redo, a price reduction, or a refund;
• evidence: photos or video of the result, receipts, messages. Photos taken through the Platform carry a timestamp and a location and are the strongest evidence.

3.3 A complaint can be raised by the Customer or, for the Customer, by the AI agent that ordered the Job. The Provider can raise a dispute in the same way if the Customer refuses to confirm a Job that was done, or cancels after work started.

4.1 Immediately on registration of a complaint the Operator stops the release of Escrow for the Job.

4.2 The Operator sends the complaint to the other party and asks for its position and evidence within 3 business days. The parties can also propose a solution to each other directly on the Platform; if they agree, the Operator carries out the agreement and closes the complaint.

4.3 If the parties do not agree, the Operator decides within 5 business days after it has received both positions, or after the deadline for the other party's reply has passed without a reply. In complex cases requiring an expert opinion or a site visit the Operator may extend the period once by up to 10 business days and informs both parties of the reason.

4.4 The decision is based on the Request, the accepted Offer, the messages exchanged on the Platform, the evidence submitted, the Provider's completion report, and the mandatory rules of law. The Operator may use an AI model to summarise the file and propose an outcome; the decision is always taken by a person, and the Operator states its reasons in writing to both parties.

4.5 For a Consumer, the Operator handles the complaint free of charge. The Operator does not charge either party for the procedure.

5.1 The Operator may decide on one of the following outcomes, or a combination of them:

• Release: the complaint is not substantiated; the Escrow is released to the Provider less the Commission.
• Redo or repair: where both parties agree, the Provider corrects the defect within an agreed time. The Escrow remains held until the Customer confirms the correction or the Confirmation Window after the corrected completion passes. If the correction fails, the Operator decides again.
• Partial refund: the Escrow is split. The Customer receives a refund reflecting the reduced value of what was delivered, and the rest is released to the Provider less the Commission on the released part.
• Full refund: the service was not performed, or the performance was so defective that it has no value for the Customer. The whole Escrow is refunded and no Commission is charged.
• Cancellation settlement: where a Job was cancelled after work had started, the Provider receives the proportional part of the price for what was performed and the remainder is refunded.

5.2 Refunds are made by the Payment Provider to the payment method used for the Job, usually within 5 business days of the decision; the time it takes to appear on the Customer's statement depends on the Customer's bank. Payouts to the Provider follow the Terms of Service.

5.3 Compensation for damage beyond the Job price (for example damage to the Customer's property, consequential loss) is not decided by the Operator. The parties may claim it against each other directly; the Operator provides the Job records to help.

5.4 The outcome is recorded in the statistics of both parties. Substantiated complaints affect the Provider's ranking; unfounded or abusive complaints affect the Customer's standing and may lead to restriction under the Terms of Service.

6.1 Either party may ask the Operator to review its decision once, within 10 days of receiving it, by presenting new evidence or pointing out an error. The Operator replies within 5 business days.

6.2 The Operator's decision concerns only the Escrow. It does not bind a court or an alternative dispute resolution body and does not prevent either party from claiming its rights against the other party or against the Operator.

6.3 A Consumer may turn to the competent body for alternative dispute resolution of consumer disputes:

• in Czechia, the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate — ADR Department, Štěpánská 796/44, 110 00 Praha 1, www.coi.cz, e-mail adr@coi.cz, under Section 20d et seq. of Act No. 634/1992 Coll., on Consumer Protection;
• in Slovakia, the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Ústredný inšpektorát, Odbor pre medzinárodné vzťahy a alternatívne riešenie spotrebiteľských sporov, Bajkalská 21/A, 827 99 Bratislava, www.soi.sk, e-mail ars@soi.sk, or another entity authorised under Act No. 391/2015 Coll., on Alternative Resolution of Consumer Disputes, listed by the Ministry of Economy of the Slovak Republic.

A Consumer may submit a dispute to alternative dispute resolution only after having first tried to resolve it with the Provider or the Operator directly, for example through this procedure. The European online dispute resolution platform under Regulation (EU) No 524/2013 was discontinued on 20 July 2025 and can no longer be used.

6.4 Any party may bring the matter before the courts with jurisdiction under the Terms of Service.

7.1 Any User may complain to the Operator about the Platform itself: a decision on a Job complaint, a restriction, suspension or termination of an account, the visibility or ranking of a profile, a technical malfunction, a delayed or incorrect payout, the Commission, the behaviour of the Operator's staff, or a suspected breach of the Terms of Service, the P2B Regulation or the Digital Services Act by the Operator.

7.2 A complaint is submitted through the account, by e-mail to hello@fordeal.ai with the subject "Complaint", or by WhatsApp from the number on the account. It should identify the User, describe the issue, state when it happened and what remedy the User wants.

7.3 The Operator:

• acknowledges receipt within 2 business days with a reference number;
• examines the complaint diligently, asks for further information where needed, and may temporarily reverse a restriction while it examines it;
• communicates the outcome to the User, individually and with reasons, without undue delay and at the latest within 30 days of receipt; where the issue cannot be resolved in 30 days, the Operator explains why and states when a decision can be expected.

7.4 Complaints are handled by a person at the Operator who was not involved in the original decision where the Operator's size allows it. The Operator keeps a register of complaints and publishes once a year, on request, the number of complaints received, their main types, the time taken to handle them and the outcomes.

7.5 Mediation. Where a dispute between the Operator and a Provider could not be resolved through this procedure, the Operator is willing to engage with a mediator. The Operator proposes mediators registered with the Ministry of Justice of the Czech Republic under Act No. 202/2012 Coll., on Mediation, who are able to work in English, Czech or Slovak; the parties may agree on a different mediator. The Operator bears a reasonable proportion of the mediation costs, taking into account the merits of the claims, the conduct of the parties and their size. Mediation is voluntary and does not prevent either party from going to court.

7.6 This Section applies to all Users. For Providers it implements Articles 11 and 12 of Regulation (EU) 2019/1150; for Consumers it is in addition to their rights in Sections 6 and 8.

8.1 Nothing in this policy limits the rights that a Consumer has against a Provider or the Operator under mandatory law, in particular:

• in Czechia, the rights from defective performance under Sections 1914 to 1925, 2099 to 2117 and 2615 to 2619 of Act No. 89/2012 Coll., the Civil Code, and for consumer sales of goods Sections 2158 to 2174b; the Provider is liable for defects in a service at the time of performance and for defects in goods that appear within 2 years of delivery; a defect in goods that appears within 1 year is presumed to have existed at delivery; the Provider must decide a consumer complaint within 30 days;
• in Slovakia, the rights under Act No. 108/2024 Coll., on Consumer Protection, and Sections 619 to 627 and 852a et seq. of Act No. 40/1964 Coll., the Civil Code; the Provider is liable for defects in goods that appear within 2 years of delivery, a defect that appears within 2 years is presumed to have existed at delivery unless the Provider proves otherwise, and the Provider must resolve a consumer complaint within 30 days;
• the right of withdrawal from a distance contract described in the Terms of Service;
• the right to complain to the Czech Trade Inspection Authority or the Slovak Trade Inspection as the supervisory authority, and to the alternative dispute resolution bodies in Section 6.3.

8.2 Where the Provider does not act as a business (for example a private person selling a used item), these consumer rights do not apply between the parties, and the listing says so.

8.3 A complaint lodged with the Operator under this policy also counts as a complaint lodged with the Provider for the purposes of the statutory deadlines, and the Operator forwards it to the Provider immediately.

9.1 Complaints about a Job: through the Job on the Platform, on WhatsApp from the number on your account, by e-mail to hello@fordeal.ai, or through the API.

9.2 Complaints about the Platform: by e-mail to hello@fordeal.ai with the subject "Complaint", or through your account.

9.3 Postal address: Banbosh Studio, Petr Knobloch, Praha, CZ.

9.4 This is version 2026-09 of the Complaints Policy, effective from 1 de octubre de 2026. Changes are made in the way described in the Terms of Service.