Complaints policy

1. Introductory provisions

This Complaints Procedure governs the scope, conditions and manner of exercising rights arising from defective performance under the Motor Vehicle Rental Agreement concluded between ADDICTESTATE GROUP s.r.o., Company ID No. 19254598, with its registered office at Kladenská 542/38, Vokovice, 160 00 Prague 6 (hereinafter the “Company” or “DREAMRENTAL”), and the lessee (hereinafter the “Lessee”).

The Complaints Procedure forms an integral part of the Agreement and of the Company’s Terms and Conditions. Legal relations not governed by it are subject in particular to Act No. 89/2012 Coll., the Civil Code, as amended.

2. Scope of liability for defects

The Company warrants that, on handover, the Vehicle is fit for operation on public roads and complies with the agreed conditions.

The Company is liable only for defects which:

• existed at the time the Vehicle was handed over, or
• become apparent during the rental period and were not caused by a breach of the Lessee’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 arising from a traffic accident caused by the Lessee,
• a fault arising as a result of the Lessee’s breach of legal regulations,
• a situation in which the insurance company refuses to provide indemnity for reasons attributable to the Lessee.

3. The Lessee’s obligations upon discovering a defect

Upon taking over the Vehicle, the Lessee is obliged to check its condition and to record all apparent defects in the handover protocol.

If the Lessee discovers a defect during the rental period, the Lessee is obliged to:

• discontinue use of the Vehicle without undue delay where this is necessary for safety reasons,
• inform the Company immediately by telephone,
• subsequently report the defect in writing (by e-mail),
• follow the Company’s instructions.

Without the Company’s prior written consent, the Lessee is not entitled to:

• carry out repairs to the Vehicle,
• order service work,
• replace parts 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.

4. Filing a complaint

A complaint may be filed:

• electronically at info@dreamrental.eu,
• in writing to the address of the Company’s registered office.

The complaint must contain:

• identification of the Lessee,
• the Agreement number,
• a description of the defect claimed,
• the date on which the defect was discovered,
• any photo documentation or other supporting evidence.

The Company will confirm receipt of the complaint without undue delay.

5. Handling of the complaint

The Company will assess whether the complaint is justified and decide on how it will be handled without undue delay, at the latest within 30 days of the date on which it was filed, unless otherwise agreed.

If the complaint is acknowledged as justified, the Company may, at its own discretion:

• remedy the defect by repair,
• provide a replacement Vehicle (if available),
• grant a reasonable discount on the rent,
• refund a proportionate part of the rent paid,
• terminate the Agreement and refund the unused part of the rent.

The choice of how the complaint is handled rests with the Company.

6. Limitation of liability

The Company is not liable for:

• the Lessee’s lost profit,
• loss of business opportunities,
• consequential or indirect damage,
• damage arising from a breach of the Lessee’s obligations.

The Company’s total liability in respect of a single complaint is limited to a maximum of the rent paid for the period in which the defect occurred.

7. Dispute resolution

The parties will seek to resolve any disputes arising from the Agreement primarily by mutual agreement.

If the Lessee is a consumer, they have the right to out-of-court resolution of a consumer dispute. The competent authority is the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 796/44, 110 00 Prague 1, www.coi.cz. Consumers may also use the online dispute resolution platform operated by the European Commission.

Disputes in which the Lessee does not act as a consumer, and disputes which cannot be resolved by agreement, will be decided by the court of the Czech Republic having subject-matter and territorial jurisdiction.

8. Final provisions

This Complaints Procedure is valid and effective from 8 January 2026. The Company reserves the right to amend or supplement it unilaterally; the current wording is always published on the Company’s website.

We accept complaints at info@dreamrental.eu or in writing at the address of the Company’s registered office.