Complaints Procedure

I. Introductory provisions

1.1. This Complaints Procedure (the “CP”) governs the filing and handling of complaints about services provided by Gaelta s. r. o., registered office Novomestská ulica 9514/9, 917 01 Trnava, Slovakia, Company ID: 55 966 357, Tax ID: 2122141912, VAT ID: SK2122141912, registered in the Commercial Register of the District Court Trnava, section Sro, file no. 55755/T, operating the brand LuxMotion – Zážitková požičovňa áut (the “Provider”).

1.2. This CP is issued in accordance with Slovak Act No. 40/1964 Coll. (Civil Code), Act No. 108/2024 Coll. on consumer protection and other applicable legal regulations of the Slovak Republic.

1.3. This CP applies to all services provided by the Provider, in particular: short-term rental of motor vehicles (Mercedes-Benz GLC, Ford Mustang Mach 1, Chevrolet Camaro SS), driving experiences, chauffeur service, transfers, wedding and event rentals, video production services (GoPro, drone, post-production) and other related services.

1.4. The Client must read this CP before ordering a service. By ordering a service, the Client confirms that they have read the CP and agree with it.

1.5. This CP forms an integral part of the LuxMotion Terms and Conditions (the “Terms”) published at www.luxmotion.sk/vseobecne-obchodne-podmienky.

II. Definitions

• Complaint – the Client's claim against the Provider for defects of a service provided or a rented vehicle.
• Service defect – a discrepancy between the service actually provided and the service agreed in the Rental Contract or order, or advertised at www.luxmotion.sk.
• Client / Consumer – a natural or legal person who used or ordered a service of the Provider.
• Deposit – a refundable deposit paid by the Client at pick-up under Art. VI of the Terms.
• Excess – the amount borne by the Client in an insured event according to the chosen level of protection (Basic / Standard / Premium) under Art. IX of the Terms.
• Handover/return protocol – a document with photo documentation (360° video) recording the condition of the vehicle at pick-up and return; it forms Annex No. 1 to the Rental Contract.

III. Conditions for filing a complaint

3.1. The Client has the right to file a complaint if:

• the service was not provided in the agreed scope or quality;
• the rented vehicle had a technical fault or defect that the Client was not informed about at pick-up and that prevented proper use of the service;
• the driving experience or chauffeur service could not take place for reasons on the Provider's side;
• the Client was charged an incorrect price or incorrect fees, or an amount was wrongly deducted from the deposit;
• the deducted excess or damage does not correspond to the chosen level of protection and the condition of the vehicle documented in the protocol;
• the video production service (GoPro, drone) was not provided in the agreed scope or the recording cannot be used for reasons on the Provider's side;
• a gift voucher was not accepted despite being valid.

3.2. The Client has no right to complain if:

• the defect was caused by the Client's act or omission;
• the Client was informed about the defect before taking over the service/vehicle and accepted it (by recording it in the handover protocol);
• it is normal wear of the vehicle corresponding to the length and nature of the rental;
• the Client breached the Terms or the Rental Contract;
• the service could not be provided due to force majeure under Art. XXI of the Terms;
• the driving experience was moved due to bad weather (heavy rain, snow, ice, storm) – in this case the Client is entitled to a replacement date or a full refund, not to a complaint;
• the damage to the vehicle falls under insurance exclusions under Art. IX(3) of the Terms (driving under the influence of alcohol, interior damage, driving off paved roads and other exclusions).

IV. How to file a complaint

4.1. The Client must file a complaint without undue delay after discovering the defect, in one of the following ways:

• In writing by e-mail: [email protected] (preferred – fastest handling);
• In person at the Provider's office: Hlavná 26/34, 917 01 Trnava, floor 1, Michalská pasáž;
• By post to the registered address: Gaelta s. r. o., Novomestská ulica 9514/9, 917 01 Trnava, Slovakia.

4.2. The complaint must contain:

• identification of the Client (first name, surname, phone number, e-mail);
• the order or rental contract number;
• a description of the defect or shortcoming of the service;
• the date and time the defect was discovered;
• proof of payment for the service (invoice or payment confirmation);
• photos, video or other evidence (if available and relevant);
• the requested way of settling the complaint (repair, discount, refund, substitute performance).

4.3. In the event of a technical fault or accident during the rental, the Client must immediately contact the Provider by phone at +421 911 463 138 (roadside assistance 24/7) and immediately, at the latest within 2 hours, also send written notice by e-mail in accordance with Art. XII(1)(m) of the Terms.

V. Deadlines for filing a complaint

• Vehicle rental:
  • defects found at pick-up – immediately, by recording them in the handover protocol;
  • defects found during the rental – without delay, at the latest when returning the vehicle;
  • incorrect billing / dispute about the amount of damage or excess – within 14 days of the end of the rental.
• Driving experience: during the drive or immediately after it, at the latest within 7 days of the drive.
• Chauffeur service / transfers: during the service or immediately after it, at the latest within 14 days.
• Video production services (GoPro, drone, post-production): within 14 days of delivery of the recording or of the date it should have been delivered.
• Gift vouchers: within 30 days of discovering the defect (not accepted despite being valid, incorrect value).
• Online payments (Stripe): within 14 days of the payment in case of an incorrectly charged amount.

Filing a complaint after these deadlines does not entitle the Client to have it settled, unless the Provider decides otherwise.

VI. Handling of complaints

6.1. When a complaint is filed, the Provider must give the Client a confirmation of receipt of the complaint without delay, at the latest within 24 hours of its receipt (by e-mail or in writing).

6.2. The Provider must decide how to settle the complaint immediately, in more complex cases within 3 working days of the day it was filed. In cases requiring expert assessment (e.g. an expert opinion on damage to the vehicle) within 30 days of the day it was filed.

6.3. The complaint must be settled within 30 days at the latest of the day it was filed. If the Provider does not settle the complaint within this period, the Client has the right to withdraw from the contract or request a reasonable discount.

6.4. The Provider informs the Client of the outcome of the complaint in writing (by e-mail or post), with the reasons for the decision.

VII. Ways of settling a complaint

7.1. A complaint is settled in one of the following ways:

• Removal of the defect – the Provider arranges a remedy (e.g. replacing the vehicle, repairing equipment, completing or repeating the service);
• Reasonable price discount – if the defect cannot be removed but the service was partly provided;
• Substitute performance – a replacement date, another vehicle from the fleet or an alternative additional service;
• Refund of the price – if the service was not provided at all or was provided with a substantial defect that cannot be removed;
• Rejection of the complaint – if it is shown that the complaint is not justified; the rejection must be reasoned in writing.

7.2. A refund is made in the same wayas the payment was received (card via Stripe, bank transfer, cash), within 14 days of the complaint being settled, unless the parties agree otherwise.

VIII. Complaints about the deposit, damage and excess

8.1. If the Client disagrees with the amount deducted from the deposit (damage, penalty, excess kilometres, missing fuel), they have the right to file a complaint within 14 days of the end of the rental.

8.2. The Client must attach to the complaint:

• a copy of the Rental Contract;
• the handover and return protocol;
• their own photos or video (if they have them);
• a description of the disagreement with the calculation, including specific figures in dispute.

8.3. The Provider assesses the complaint on the basis of the 360° photo documentation from the handover and return protocol, GPS telemetry data and, where applicable, a calculation by an authorised workshop (Audatex/DAT). The cost of an expert opinion is borne by the party against whom the opinion turns out.

8.4. The amount of the excess is governed exclusively by the level of insurance chosen by the Client when signing the contract under Art. IX of the Terms:

• Basic protection: excess according to the current price list;
• Standard protection: reduced excess according to the current price list;
• Premium protection: zero excess (0 EUR).

8.5. Damage to the vehicle interior (upholstery, seats, dashboard, carpets, headliner, airbag) is not covered by CASCO and is not subject to the excess – it can only be complained about if the Client proves that the defect existed before their rental and was not recorded in the handover protocol.

IX. Complaints about chauffeur service and transfers

9.1. The Client has the right to complain about a chauffeur service or transfer if:

• the chauffeur did not arrive at the agreed time and place without prior notice;
• the vehicle did not match the agreed category and no alternative was offered;
• the chauffeur's behaviour was inappropriate or endangered the Client's safety.

9.2. The Provider is not liable for delays caused by flight delays, traffic jams or force majeure; these situations are not subject to complaint, but the Client is entitled to a free change of date.

X. Complaints about video production services

10.1. The Client has the right to complain about a video production service (GoPro, drone, post-production) if:

• the recording was not delivered within the agreed period;
• the recording is unusable due to a technical fault of the Provider's equipment;
• the scope of post-production does not match the agreed order.

10.2. The Client has no right to complain if the recording is not available or is of poor quality due to insufficient lighting, weather conditions, the Client's movement in the shot or other circumstances beyond the Provider's control.

10.3. In the case of a justified complaint about video production, the Provider offers a free reshoot or a reasonable discount on the price of the video production service.

XI. Complaints about online payments (Stripe)

11.1. In the event of an incorrectly charged amount, a duplicate payment or an unauthorised charge, the Client must contact the Provider by e-mail at [email protected] stating the transaction number, date and amount.

11.2. The Provider verifies the payment in the Stripe system and, if the complaint is justified, arranges the refund of the incorrectly charged amount within 14 working days.

11.3. The Client also has the right to start a dispute (chargeback) directly through their bank. In that case the Provider cooperates with Stripe in resolving the dispute and provides all relevant documents (contract, protocols, records).

XII. Record of complaints

The Provider keeps a record of complaints in accordance with Slovak Act No. 108/2024 Coll. on consumer protection. The record contains: date of filing, identification of the Client, subject of the complaint, requested way of settlement, date and way of settlement and any reasons for rejection.

XIII. Supervisory authority and alternative dispute resolution

13.1. Compliance with the Provider's obligations is supervised by: the Slovak Trade Inspection (SOI), SOI Inspectorate for the Trnava Region, Pekárska 23, 917 01 Trnava, phone: 033/5512 689, www.soi.sk.

13.2. The Client – consumer has the right to ask the Provider for redress. If the Provider rejects the request or does not respond within 30 days, the consumer has the right to file a request for alternative dispute resolution under Slovak Act No. 391/2015 Coll.

13.3. The competent alternative dispute resolution body is the Slovak Trade Inspection or another body listed by the Ministry of Economy of the Slovak Republic: List of ADR bodies.

XIV. Final provisions

14.1. This Complaints Procedure is an integral part of the LuxMotion Terms published at www.luxmotion.sk.

14.2. The Provider reserves the right to change this CP at any time. Changes take effect on the day they are published at www.luxmotion.sk. Complaints already in progress are governed by the version of the CP in effect when they were started.

14.3. Matters not governed by this CP are governed by the relevant provisions of the Slovak Civil Code, Act No. 108/2024 Coll. on consumer protection and other applicable legal regulations of the Slovak Republic.

14.4. This Complaints Procedure comes into force and effect on 1 May 2026.