1. The provider is Matej Juhár, Company Registration Number: 14120003, VAT Number: CZ8811198979, place of business: Radlická 112/22, 150 00 Prague – Smíchov, a natural person trading under a trade licence, registered in the Trade Register maintained by the Prague 5 Municipal Authority (Trade Licensing Department). Contact: email mato@matejjuhar.com, website www.matejjuhar.com (hereinafter referred to as the “provider”).

2. These Complaints Procedures govern the exercise and resolution of claims arising from defective performance in relation to the Provider’s photographic, audiovisual and consultancy services, and in relation to delivered works (photographs, videos, recordings, edited versions and other outputs).

3. These Complaints Procedure Rules form part of the General Terms and Conditions (hereinafter referred to as the “GTC”, Article VIII). Rights arising from defective performance are governed by the provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”), on contracts for work and on rights arising from defective performance, and, in the case of consumers, also by Act No. 634/1992 Coll., on Consumer Protection (hereinafter referred to as the “Consumer Protection Act”).

4. The terms ‘client’, ‘consumer’, ‘entrepreneur’ and ‘work’ have the meanings set out in Article II of the General Terms and Conditions. Provisions relating to only one group are indicated as such.

5. These Complaints Procedures do not diminish the consumer’s rights granted by mandatory provisions of the law.

1. The work is defective if it does not comply with the contract, the confirmed quotation or the agreed concept. A defect includes, in particular:

• the work or part thereof is missing, or has not been delivered to the agreed extent (number of photographs, video length, number of edited versions),
• the file is damaged, unreadable or cannot be opened,
• the format, resolution, aspect ratio or length do not correspond to the agreement,
• a technical error caused by the provider (for example, a loss of sound or picture during editing, export colours differing from the approved version, or a typo in the subtitles supplied by the provider).

2. The following do not constitute defects (General Terms and Conditions, Article VIII(4) and Article V(3)):

• the client’s subjective preferences (style, colour scheme, choice of shots, composition), provided the work corresponds to the agreed concept,
• shortcomings caused by the client’s source materials or instructions,
• circumstances beyond the provider’s control (lighting conditions, behaviour of individuals, disruptions, a ban on filming at the location),
• failure to hand over raw (RAW) footage, outtakes and project files, unless the parties have expressly agreed to their handover.

3. Comments regarding editing or adjustments within the two rounds included in the price (GTC, Article V(5)) do not constitute a complaint but form part of the creation of the work. A complaint may be lodged after the work has been delivered.

1. The Client is obliged to inspect the work upon delivery (GTC, Article VIII(2)).

2. Time limits for raising claims:

1. A complaint may be lodged by email at mato@matejjuhar.com or in writing to the address: Matej Juhár, Radlická 112/22, 150 00 Prague – Smíchov. Use of the form is not mandatory; a template is attached.

2. The complaint must include:

• the client’s name (or company name) and contact details,
• identification of the order (name or description, date of completion, date of handover, quotation or invoice number),
• a description of the defect and its location (photograph number, timestamp in the video), and any supporting evidence (screenshot, demonstration),
• the claim being made (rectification, reasonable discount, withdrawal from the contract).

3. An incomplete complaint shall not be rejected. The Provider shall request the client to provide the missing information.

1. The Provider shall, without undue delay, confirm receipt of the complaint by email, stating the date of submission, a description of the defect and the requested method of resolution.

2. The Provider shall resolve the complaint, including the rectification of the defect, without undue delay, no later than 30 days from the date of submission, unless the parties expressly agree on a longer period (GTC, Article VIII(3)). Upon the expiry of this period without resolution, the consumer may proceed as in the case of a material breach of contract in accordance with the law.

3. The provider shall inform the consumer in writing of the outcome of the complaint: stating the date and method of resolution; in the case of a repair, also its duration; and in the case of a rejection, the reasons for the rejection and information on the consumer’s further options (see Article V(3) of these Rules).

4. Under the law, the client is entitled to:

• the rectification of the defect by repair or by the supply of the missing part (alteration, new export, new cut); in the case of a repeat service, such as retouching or cutting, the client shall, as a matter of priority, exercise the right to a repair (GTC, Article VIII(5)),
• a reasonable discount on the price if the defect cannot be rectified or if the provider fails to rectify it within a reasonable time;
• withdrawal from the contract in the event of a material breach of contract.

5. In the case of non-recurring events (weddings, functions), claims arising from the loss of a recording shall be assessed in accordance with the law. Liability towards a business is limited in accordance with Article IX of the General Terms and Conditions; liability towards a consumer is not limited beyond the scope of the law.

1. The Provider shall bear the costs of rectifying a valid complaint. The consumer is entitled to reimbursement of necessary costs incurred in connection with exercising their rights arising from a defect (Section 509 of the Civil Code).

2. The Provider shall store the delivered work in a repository and retain a backup copy for 24 months from the date of delivery (General Terms and Conditions, Article V(6)); the client shall also store the work in their own backup copy. The expiry of this period does not extinguish the consumer’s statutory rights arising from defective performance.

3. If the consumer is not satisfied with the handling of the complaint, they shall first contact the provider with a request for redress. Out-of-court dispute resolution is provided by the Czech Trade Inspection Authority (ČOI), Štěpánská 567/15, 120 00 Prague 2, www.coi.cz. The right to take legal action remains unaffected (GTC, Article XIII).

4. These Complaints Procedures come into effect on 28 October 2026 and are published at www.matejjuhar.com/reklamacny-poriadok. For contracts already concluded, the version in force at the time of conclusion shall apply (GTC, Article I(5)).

Use of the template is not mandatory. The notification may be sent by email to mato@matejjuhar.com or by post to Matej Juhár, Radlická 112/22, 150 00 Prague – Smíchov.