Complaints procedure

The procedure for filing complaints about hairdressing services Em-Hair is valid from January 1, 2017:

This complaint procedure is issued by a hairdresser Em Hair Ltd. with a registered office at: Stefanikova, 259/51, Smichov, 150 00, Prague 5, registered in the Commercial Register, which leads the city court in Prague, Section C 274220, IČ 05990921.

Hereinafter referred to as "hairdresser's operator"

1. Subject

These Grievance Rules govern the terms, procedure, and extent of use of the client’s rights in the event of improper performance, which follows from the responsibility of Em Hair Ltd. with its registered office at: Stefanikova, 259/51, Smichov, 150 00, Prague 5, registered in the Commercial Register conducted by the Municipal Court in Prague, Section C 274220, IČ 05990921, for defects in hairdressing or goods sold.

2. Complaints

In the event of a complaint, the client is obliged to indicate his name, surname, address, content of the complaint and the method of settlement of the claim. In the case of an oral complaint, the representative of the hairdresser's operator is obliged to draw up a protocol of the complaint with the client and issue a confirmation of receipt of the complaint to the client. The complaint protocol must be signed by the receiving representative of the hairdresser's operator and the client, who by his signature expresses his consent with the content of the complaint protocol.

3. Work with complaints

The hairdresser is obliged to provide the client with a written confirmation of when the claim was filed, what its content was and how the claim was settled by the client. The hairdresser is obliged to make a decision on the complaint immediately after the actual examination of the facts, within 3 working days in difficult cases. Claims must be resolved without undue delay within 30 days from the date of the client’s submission of the claim, unless a longer period has been agreed with the client.

4. Claim settlement method

In cases where the complaint is deemed to be fully or partially justified, the complaint will be settled free of charge in the event of a defect in the service provided or, if possible, in the provision of a replacement or exchange service. In cases where the claim is deemed to be unfounded, the reasons for the rejection of the claim will be communicated to the client in writing.

5. In other cases, the provisions of generally binding legal regulations, especially the Civil Code and the Consumer Protection Act, apply to complaints.

In case of inconsistency in the Russian and English languages, please refer to the Czech version