Complaints policy

The following are not, in themselves, defects of the Service or grounds for a complaint:

• subjective dissatisfaction with the quality or style of the generated text
• the fact that the school or supervisor did not accept the output
• change of thesis topic after the output was generated
• technical problems on the User's side (slow connection, incompatible browser, internet outage)

Factually inaccurate information in an output is an inherent property of generative AI, which the operator flags in advance (Art. 4.5 and 9.2 of the Terms), and the User must verify every output before using it. That warning is not a waiver of statutory rights: if the Service does not match what was agreed, or what can reasonably be expected of digital content of this kind, the User retains the rights arising from liability for defects under Act No. 108/2024 Coll.

AIPráce is an assistive tool; outputs are not guaranteed to be final academic works (see Art. 2 of the Terms).

This complaints policy does not limit or exclude the statutory rights of a Consumer. A term that would limit or exclude those rights is void under § 53(1) of the Slovak Civil Code.

A complaint may be raised in these cases:

• Technical error on the service side: a credit was deducted but the output was not delivered (generation failed with no result)
• Double payment: the amount was charged twice for a single order
• Unused credits: the loss of the right of withdrawal in respect of credits is governed by Article XI of the Terms and Conditions

Please send complaints by email to: info@aiprace.tech

Time limit: under Act No. 108/2024 Coll. the operator is liable for any lack of conformity of the digital content or digital service that becomes apparent within two years of supply. We recommend raising a complaint without undue delay after discovering the defect so that it can be resolved as quickly as possible; raising it later is not in itself a ground for rejecting it.

Please include in the complaint:

• the User's name and surname
• the email address used at registration
• the order number or payment identifier
• a description of the problem and the requested resolution

The operator will process the complaint no later than 30 days from receipt. The User will be notified of the outcome by email.

If the User is not satisfied with how the complaint was handled, they may contact an alternative dispute resolution body:

Slovak Trade Inspection (SOI)

Central Inspectorate

Department for International Relations and Alternative Consumer Dispute Resolution

Bajkalská 21/A, 827 99 Bratislava, Slovakia

The list of alternative dispute resolution bodies is maintained by the Ministry of Economy of the Slovak Republic and is available at www.mhsr.sk. The European Commission's Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025; for cross-border disputes the list of competent bodies is available at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.