Complaints Policy

Article I — Introductory Provisions

• This Complaints Policy governs the scope, conditions, and manner of exercising rights arising from defective performance under the Motor Vehicle Rental Agreement concluded between the Company and the renter (hereinafter the "Renter").
• This Complaints Policy forms an integral part of the Agreement and the Company's Terms & Conditions.
• Legal relationships not governed by this Complaints Policy are governed in particular by Act No. 89/2012 Coll., the Civil Code, as amended.

Article II — Scope of Liability for Defects

• The Company is responsible for ensuring that, at the time of handover, the Vehicle is roadworthy and complies with the agreed conditions.
• The Company is liable only for defects that:
  • existed at the time of handover of the Vehicle, or
  • arise during the rental period and were not caused by a breach of the Renter's obligations.
• The following, in particular, are not considered defects:
  • normal wear and tear corresponding to the age and mileage of the Vehicle,
  • a fault caused by improper use of the Vehicle,
  • damage resulting from a traffic accident caused by the Renter,
  • a fault arising from the Renter's violation of legal regulations,
  • situations where the insurance company refuses to pay out for reasons attributable to the Renter.

Article III — Obligations of the Renter upon Discovering a Defect

• Upon taking over the Vehicle, the Renter is obliged to inspect its condition and record all apparent defects in the handover protocol.
• If the Renter discovers a defect during the rental period, the Renter is obliged to:
  • stop using the Vehicle without undue delay, where necessary for safety reasons,
  • immediately inform the Company by phone,
  • subsequently report the defect in writing (by email),
  • follow the Company's instructions.
• Without the Company's prior written consent, the Renter is not entitled to:
  • carry out repairs on the Vehicle,
  • order servicing work,
  • replace or modify components of the Vehicle,
  • interfere with the technical condition of the Vehicle.
• In the event of a breach of this obligation, the Company bears no liability for the costs incurred.

Article IV — Filing a Complaint

• A complaint may be filed:
  • electronically by email: info@dreamrental.eu,
  • in writing to the address of the Company's registered office,
  • in person at our premises: Ke Kablu 683/3, 102 00 Praha-Dolní Měcholupy.
• A complaint must include:
  • identification of the Renter,
  • the Agreement number,
  • a description of the defect being claimed,
  • the date the defect was discovered,
  • any photographic documentation or other supporting evidence.
• The Company will confirm receipt of the complaint without undue delay.

Article V — Handling of Complaints

• The Company will assess the validity of the complaint and decide on its resolution without undue delay, no later than 30 days from the date it was filed, unless otherwise agreed.
• If the complaint is found to be justified, the Company may, at its discretion:
  • remedy the defect by repair,
  • provide a replacement Vehicle (if available),
  • provide a reasonable discount on the rent,
  • refund a proportionate part of the rent paid,
  • terminate the Agreement and refund the unused portion of the rent.
• The choice of how the complaint is resolved rests with the Company.

Article VI — Limitation of Liability

• The Company is not liable for:
  • the Renter's lost profit,
  • loss of business opportunities,
  • consequential or indirect damages,
  • damages arising from a breach of the Renter's obligations.
• The Company's total liability arising from a single complaint is limited to a maximum of the rent paid for the period in which the defect occurred.

Article VII — Out-of-Court Dispute Resolution

If the Renter is a consumer, the Renter has the right to out-of-court resolution of disputes through the Czech Trade Inspection Authority (Česká obchodní inspekce).

Article VIII — Final Provisions

• This Complaints Policy is valid and effective as of 8 January 2026.
• The Company reserves the right to unilaterally amend or supplement this Complaints Policy.
• The current version of the Complaints Policy is always published on the Company's website.