Refund Policy

Last Updated: 1.5.2026

1. Introductory Provisions

This Refund Policy governs the procedure for asserting and handling complaints about services provided through the real estate aggregator operated by the controller.

The Refund Policy is prepared in accordance with:

• Act No. 89/2012 Coll., Civil Code,
• Act No. 634/1992 Coll., on Consumer Protection.

2. Operator Identification

Service Operator:

Business Name: DEMOLITION SERVICE s.r.o.

Company ID: 14257581

Registered Office: Halasovo náměstí 112/2, Lesná, 638 00 Brno

Contact Information for Complaints:

Email: info@domego.cz

Phone: +420 799 534 542

Postal Address: Halasovo náměstí 112/2, Lesná, 638 00 Brno

3. Definition of Terms

Service – real estate aggregator enabling property searches and sending notifications about new listings.

Free Version – free version of the service with limited number of filters and older data.

Premium Version – paid version of the service with unlimited filters and current data.

Subscription – monthly subscription to Premium Version with automatic renewal.

User – natural person or legal entity using the service.

Consumer – user acting outside the scope of their business activities within the meaning of § 419 of the Civil Code.

Service Defect – condition where the service does not have properties stated in the description or in the Terms of Service, is not suitable for its usual purpose, or does not meet legal requirements.

Complaint – assertion of rights from defective performance of service by the user.

4. General Policy

We strive to ensure satisfaction of all users with our services. This Refund Policy establishes procedures for asserting rights from defective performance and conditions for refunds.

5. Rights from Defective Performance

5.1 Liability for Defects

The Operator is liable for the service:

• having properties stated in the description and Terms of Service,
• being suitable for the purpose for which it is commonly used,
• corresponding to the quality and design agreed in the agreement,
• meeting legal requirements.

5.2 What Is Not a Service Defect

The following are not considered service defects:

1. Inaccuracies in Real Estate Listings – content of listings is the responsibility of their authors (real estate agencies, advertisers), not the service operator.

2. Unavailability of Specific Listing – listings come from external sources and may be deleted or changed by their authors.

3. Free Version Limitations – limited number of filters and display of older data are stated in service description and are not defects.

4. Temporary Service Unavailability – short-term outages due to maintenance, updates, or technical problems of third parties.

5. Problems on User's Side – non-functional internet connection, incompatible browser, cookie blocking.

6. How to File a Complaint

6.1 Methods of Filing Complaint

You may file a complaint:

1. By Email to: info@domego.cz
2. In Writing to address: Halasovo náměstí 112/2, Lesná, 638 00 Brno
3. By Phone at: +420 799 534 542 (for consultation, then confirm in writing)

6.2 Deadline for Filing Complaint

You may file a complaint:

• Without undue delay after discovering the defect,
• No later than 48 hours from the moment you discovered or should have discovered the defect.

Notice: You may assert rights from defective performance within 24 months from service provision (for consumers).

6.3 Complaint Requirements

In your complaint, state:

1. Identification Information:

   • First and last name / Business name
   • Email address used during registration
   • Phone number (optional)

2. Defect Description:

   • What specifically does not work or is incorrect
   • When you discovered the defect
   • How the defect manifests

3. Requested Resolution Method:

   • Defect removal (service repair)
   • Price discount
   • Refund
   • Other method

4. Documents:

   • Screenshot of error message (if relevant)
   • Payment confirmation (if concerns subscription)

7. Complaint Resolution

7.1 Receipt Confirmation

Within 3 business days of receiving the complaint, we will send you confirmation containing:

• Date of complaint receipt
• Complaint registration number
• Brief description of complained defect
• Expected resolution time
• Contact information of handling employee

7.2 Resolution Deadline

We will resolve the complaint no later than 30 days from its receipt.

In justified cases (complexity, need for third party consultation), we may extend the deadline – in such case, we will keep you informed about resolution status.

7.3 Resolution Notice

After resolving the complaint, we will send you notice containing:

• Result of complaint assessment (accepted / rejected)
• Reasoning for decision
• Method of defect resolution
• Information about next steps (if needed)

You will receive notice:

• By email to the address from which you filed the complaint,
• In writing to requested address.

8. Consumer Rights in Case of Defective Performance

8.1 Material Breach of Agreement

If the service has a defect that is a material breach of agreement (e.g., long-term service malfunction, inability to use basic functions), you have the right as a consumer to:

1. Delivery of service without defect – restoration of service functionality
2. Defect removal – repair of faulty function
3. Reasonable price discount – proportional discount for period when service did not work
4. Withdrawal from agreement – subscription termination and refund of proportional part of price

8.2 Immaterial Breach of Agreement

If the defect is an immaterial breach (e.g., minor interface error not preventing service use), you have the right to:

1. Defect removal
2. Reasonable price discount

Right to withdraw from agreement arises only if:

• We do not remove the defect in reasonable time, or
• We refuse to remove the defect, or
• The defect occurs repeatedly (third occurrence of same defect after repair).

8.3 Change of Requested Resolution Method

The chosen defect resolution method cannot be changed without operator's consent, except in cases:

• Requested method is impossible or would be disproportionately costly,
• Defect was not removed in reasonable time.

In such case, you may change the request, for example from repair to discount or withdrawal.

9. Refunds

9.1 When You Are Entitled to Refund

We may provide a refund in the following cases:

1. Technical Problems Preventing Access:

   • Long-term service unavailability (more than 48 hours continuously)
   • Inability to log in due to operator-side error
   • Serious error preventing basic service use

2. Incorrect Billing:

   • Payment charged even after subscription cancellation
   • Higher amount charged than agreed
   • Duplicate billing

3. Operator's Failure to Meet Obligations:

   • Service not made available after subscription payment
   • Defect not removed in reasonable time

4. Legal Requirements:

   • Consumer withdrawal from agreement within statutory period (if applicable)

9.2 When You Are Not Entitled to Refund

We do not provide refunds in case of:

1. Voluntary Subscription Cancellation:

   • If you cancel subscription during billing period, service remains active until end of paid period
   • Proportional part of price is not refunded

2. Automatic Renewal:

   • If subscription is not cancelled before automatic renewal, already charged payment is not refunded
   • You may cancel next renewal

3. Already Used Service:

   • If you actively used the service during billing period

4. Breach of Terms of Service:

   • Service misuse, violation of usage rules

5. Fraudulent Activities:

   • Attempt to obtain unauthorized refund
   • Chargeback without prior attempt to resolve situation with operator

6. Subjective Dissatisfaction:

   • If service works as described but does not meet your expectations

9.3 Partial Refund

In justified cases, we may provide a partial refund, for example:

• Proportional discount for period when service did not work
• Refund for specific non-functional period in case of long-term subscription

10. Refund Process

10.1 How to Request Refund

1. Contact us within 14 days from when reason for refund arose
2. State:
   • Order number / payment confirmation
   • Reason for refund request
   • Preferred refund method (same as payment)
3. Attach documents:
   • Payment confirmation
   • Error screenshot (if relevant)

10.2 Request Assessment

We will assess your refund request within 5 business days.

We may contact you for additional information or attempt to resolve the problem by other means (repair, discount).

10.3 Refund Method

We will refund money:

• By the same method payment was received (usually to same credit card via Stripe)
• In the same currency in which payment was made
• Without fees on operator's side

10.4 Processing Time

Request approval: 2-5 business days

Refund processing via Stripe: 5-10 business days

Credit to bank account: Depends on your bank, usually 3-5 business days

Total time: Usually within 14 business days from request approval

Notice: Operator is not responsible for delayed crediting on the part of bank or credit card provider.

11. Subscription Cancellation and Termination

11.1 Subscription Cancellation by User

You may cancel subscription at any time:

• In user account (Settings → Subscription → Cancel)
• By sending request to email info@domego.cz

Cancellation consequences:

• Service remains active until end of current billing period
• Automatic renewal will be deactivated
• After period ends, account will be converted to Free Version
• Already paid amount is not refunded

11.2 Subscription Change

You may at any time:

• Switch from Free to Premium – payment occurs immediately, service activates immediately
• Cancel Premium and return to Free – change occurs after paid period ends

11.3 Subscription Suspension by Operator

Operator may suspend or terminate subscription:

• Upon repeated unsuccessful payment attempt
• Upon breach of Terms of Service
• Upon suspicion of fraudulent activity
• Due to service operation termination (with at least 30 days' notice)

12. Dispute Resolution

12.1 Out-of-Court Resolution of Consumer Disputes

If you are a consumer and are not satisfied with complaint resolution, you have the right to contact an alternative dispute resolution entity:

Czech Trade Inspection Authority Central Inspectorate – ADR Department Štěpánská 567/15 120 00 Prague 2

Email: adr@coi.cz Phone: +420 296 366 315 Web: https://adr.coi.cz

Online Dispute Resolution Platform (ODR): https://ec.europa.eu/consumers/odr

12.2 Consumer Complaints

You may send complaints regarding service provision:

• By email: info@domego.cz
• In writing to address: Halasovo náměstí 112/2, Lesná, 638 00 Brno

We will resolve complaints within 30 days of receipt.

12.3 Supervisory Authorities

Czech Trade Inspection Authority

• Supervises compliance with consumer protection law
• Web: https://www.coi.cz

Office for Personal Data Protection

• Supervises personal data protection
• Web: https://www.uoou.cz

13. Chargeback

13.1 What Is Chargeback

Chargeback is reversal of payment initiated by your bank or credit card issuer, usually based on your transaction complaint.

13.2 When to File Chargeback

File chargeback only in case of:

• Unauthorized transaction (payment made without your knowledge)
• Fraudulent use of your credit card

13.3 Consequences of Unauthorized Chargeback

If you file chargeback instead of regular complaint:

• Your access to service will be immediately suspended
• Chargeback will be considered breach of payment obligations
• Operator reserves the right to permanently block your account

Recommendation: Always contact us before filing chargeback – we resolve most problems faster and more efficiently through regular complaint.

14. Exceptions and Limitations

14.1 Free Version

The free Free Version of service is not subject to refund claims because no payment is charged for it.

You may only complain about serious defects preventing basic service functioning.

14.2 Expired Subscription

If subscription has already expired and service was properly provided during entire period, you have no right to refund.

14.3 Third Parties

Operator is not liable for defects caused by:

• Third parties (real estate portals, data providers)
• Infrastructure outages (hosting, CDN, DNS)
• Payment gateway outages (Stripe)

In such cases, you may contact the relevant third party directly.

15. Complaint Archiving

We archive all complaints for 3 years from their resolution for purposes of:

• Statistical evaluation
• Defense against potential claims
• Service quality improvement

We process complaint data in accordance with Privacy Notice.

16. Changes to Refund Policy

1. We may change this Refund Policy due to:

   • Changes in legislation
   • Changes in service provision
   • Improvement of complaint handling processes

2. We will inform you about changes:

   • By email at least 14 days before effectiveness
   • By publishing new version in Application

3. Changes do not apply to already filed and pending complaints.

17. Final Provisions

1. This Refund Policy is an integral part of the Terms of Service.

2. In case of conflict between this Refund Policy and Terms of Service, provisions more favorable to consumer prevail.

3. This Refund Policy is governed by the laws of the Czech Republic.

4. The Refund Policy is permanently available on the service website.

18. Contact Information

For filing complaints or inquiries contact:

Email: info@domego.cz

Phone: +420 799 534 542

Postal Address: Halasovo náměstí 112/2, Lesná, 638 00 Brno

Customer Support Hours:

Monday – Friday: 9:00 - 17:00

Weekends and holidays: 10:00 - 14:00

(or state "We respond within 24 hours" if you do not have fixed operating hours)

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Effective Date of this Refund Policy: 1.5.2026

Version: 1.0