Complaints and refunds
Polski · Українська · Русский · English
This is a reference translation for convenience. The legally binding text is the Polish version; in case of any discrepancy the Polish version prevails.
1. Money back within 30 days, no questions asked
If the Score report did not satisfy you, write to kontakt@taktona.com within 30 days of purchase and we will refund the full price. You do not have to give a reason or meet any conditions; the report stays with you. The refund is processed by Paddle to the original payment method, usually within 14 days. You can also request the refund directly from Paddle (paddle.net).
2. Right of withdrawal (14 days)
As a consumer (and also as a natural person concluding a contract related to your business activity when it is not of a professional nature for you, Article 7aa of the Polish Consumer Rights Act) you may withdraw from the contract within 14 days of its conclusion without giving any reason. An e-mail to kontakt@taktona.com is enough; you may use the model form in Annex 2 to the Consumer Rights Act.
The Score service is performed immediately after ordering, at your express request given in the checkout window. Once the service has been fully performed, the right of withdrawal expires (Article 38(1)(1) of the Act), but our 30-day money-back guarantee from section 1 applies independently of this and is broader than the statutory minimum.
3. How to file a complaint
A complaint may be filed in any form, in particular by e-mail to kontakt@taktona.com or in writing to: [IMIĘ I NAZWISKO], [ADRES W HISZPANII]. For evidence purposes we recommend e-mail. Please state: the order identifier (from Paddle) or the address of the analysed website, the date, a description of your objections and your request. A missing element does not hold up the handling of the complaint.
4. Response time
We respond to a consumer's complaint within 14 days of receiving it (Article 7a(1) of the Polish Consumer Rights Act of 30 May 2014). No response within that period means the complaint is accepted (Article 7a(2)).
5. Digital services and conformity with the contract
We are liable for the conformity of the digital service (the report and the Panel) with the contract under Chapter 5b of the Consumer Rights Act (Article 43h et seq.). In case of non-conformity you may demand that the service be brought into conformity with the contract and, if that is impossible or does not happen within a reasonable time, a price reduction or withdrawal from the contract.
6. What a complaint does not cover
The report is informational and indicates signs of potential non-compliance; it is not legal advice and does not guarantee completeness. A difference of opinion on the legal assessment of a specific finding is not a defect of the service. However, if you believe a finding is wrong (e.g. the quotation does not come from your website), write to us: we will check it, correct the report and record the correction in our process. In every case you may use the refund from section 1.
7. Out-of-court dispute resolution
A consumer may use out-of-court methods of handling complaints and pursuing claims, including: mediation by the regional inspector of the Trade Inspection, permanent arbitration courts at the regional inspectorates of the Trade Inspection, and the free assistance of the district (municipal) consumer ombudsman. Details: prawakonsumenta.uokik.gov.pl and polubowne.uokik.gov.pl. We inform that we do not take part in out-of-court consumer dispute resolution except where required by mandatory provisions of law.