Complaints procedure

1. Who handles complaints

Complaints are handled by the operator:

• Relimex group s.r.o., company ID (IČO) 29135818
• Registered office: Italská 2581/67, 120 00 Praha 2
• registered in the Commercial Register kept by the Municipal Court in Prague, section C, file 203011
• Premises (accommodation): Rezidence Kandertova, Kandertova 1131/1a, 180 00 Praha 8 – Libeň
• E-mail: info@homerealestate.cz · phone: +420 777 299 799 (Mon–Fri 9 am–6 pm)
• Web: rezidencekandertova.cz

2. What you can complain about

• defects of the studio, its equipment and the common areas (an appliance, heating, water, internet not working, etc.);
• the scope and quality of services included in the price (energy, internet, cleaning of common areas);
• payments – a wrong amount charged or booked, a double payment, a refund not received, a card payment you did not make;
• the settlement and return of the deposit.

3. How to make a complaint

Make your complaint without undue delay once you notice the problem:

• in the resident portal (Issues – with a photo; Messages) – the fastest way, where you also see the progress;
• by e-mail to info@homerealestate.cz or by phone +420 777 299 799;
• in writing to the registered office at Italská 2581/67, 120 00 Praha 2, or in person at the premises, Kandertova 1131/1a, 180 00 Praha 8 – Libeň, by appointment.

Include your name, studio or lease number (for payments the variable symbol, date, amount and, for cards, the last 4 digits), a description of the problem and what you ask for. Always report emergencies (water, electricity, gas, security) by phone as well.

4. Time limits and outcome

• We confirm receipt of your complaint by e-mail (for e-mail and the resident portal usually within 1 working day), stating the date it was made.
• Emergencies are dealt with immediately, other defects within the shortest reasonable time given their nature.
• We decide on and settle the complaint within 30 days of receiving it at the latest, unless we agree on a longer period with you. We tell you the outcome by e-mail and issue a confirmation of how it was settled.
• A justified complaint is settled by removing the defect, a reasonable rent reduction, correcting the booking or a refund – depending on the defect and the lease.

5. Payment complaints and refunds

• We refund a justified payment complaint within 14 days of settling it: a card payment back to the same card through the GP webpay payment gateway, a bank transfer to the account it came from. Cash refunds of card payments are not possible.
• A complaint cannot be rejected because the payment was made by card.
• You can also dispute an unauthorised or failed card payment with the bank that issued your card.

6. Out-of-court dispute resolution

If you are not satisfied with the outcome, as a consumer you can turn to the Czech Trade Inspection Authority – ADR department, Štěpánská 15, 120 00 Prague 2, adr.coi.cz.

7. Final provisions

This complaints procedure is part of the terms and conditions and is effective from 21 October 2026. The lease may set out details (e.g. minor repairs paid by the tenant).