COMPLAINTS, SERVICE DEFECTS AND DISPUTES

1. Contact

Provider: [[CONFIRMED_PROVIDER]], [[ADDRESS]].

Contact info@myknifestudio.com, send a letter or use [[FUNCTIONAL_SUPPORT_FORM]]. Include your account or order, the issue, when it occurred and the remedy sought. A screenshot or sample can help, but do not send unnecessary personal information, passwords or card details.

Your message does not need to contain the formal word “complaint”. A paid support upgrade is not required.

2. Consumer rights

For a continuously supplied subscription, we are responsible for defects arising or becoming apparent during the agreed supply period. Depending on the circumstances, consumers have rights to correction, a proportionate reduction or termination. These rights do not end with the trial or disappear because the product is software.

We promptly acknowledge a defect report in writing and state the remedy deadline. Correction is free, within a reasonable time and without significant inconvenience. Under the applicable Slovak rule, the deadline must not exceed 30 days unless an objective reason outside our control justifies longer; we must be able to substantiate it. This is not an unrestricted right to extend complaints repeatedly.

If we reject responsibility, we explain why in writing. Serious defects, recurring problems, unsuccessful or impossible correction and other statutory cases can justify a reduction or termination. For paid service, a minor defect ordinarily does not justify termination, but other proportionate remedies remain available; the provider bears the burden of showing that it is minor.

Reductions and defect-related termination follow the applicable digital-service rules, including refund deadlines. Compensation and other mandatory rights remain unaffected.

We may request proportionate diagnostic cooperation and environment information using the least intrusive available means. Compatibility requirements cannot be imposed retrospectively if they were not disclosed before purchase.

3. Business customers

Business customers use the same contacts. Their remedies follow the contract and applicable law. Specific statutory consumer entitlements do not automatically apply to business purchases; the obligation to deliver the agreed functioning service remains.

4. Alternative dispute resolution

Consumers may first ask us for a remedy. If we reject the request or do not respond within 30 days, they may apply to a competent alternative dispute resolution body under its rules.

For a Slovak provider, the Slovak Trade Inspection may be competent. Current information: https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov/pravidla-ars .

A body may reject cases for statutory reasons, including where the quantifiable dispute value does not exceed EUR 20. We therefore do not promise acceptance of every isolated EUR 19 monthly dispute. This does not limit direct complaints, court access or other available procedures.

International consumers may also use appropriate cross-border advice and redress mechanisms. They do not waive court jurisdiction protected by mandatory law.

The European ODR platform closed in 2025 and is not presented as an operational complaint route.

Sources: Slovak Civil Code sections 852h–852n, Act 391/2015 and current Slovak Trade Inspection rules. Withdrawal without a reason is covered separately.