Poruchová linka0850 20 20 20
EUROWASH

Complaints Policy

Complaints Policy for the self-service touchless car wash network EUROWASH.


Operator: KAMIOR s.r.o., Boženy Nemcovej 1157, 093 01 Vranov nad Topľou, Slovakia. Company ID: 44857209, VAT ID: SK2022848817. Registered with the District Court Prešov, Section: Sro, File No.: 21790/P.


1. GENERAL PROVISIONS

This complaints policy governs the procedure for consumers exercising rights arising from liability for defects in services provided by KAMIOR s.r.o. (hereinafter "operator") at the EUROWASH self-service car wash network. Prepared in accordance with Act No. 250/2007 Coll. on consumer protection, Act No. 40/1964 Coll. of the Civil Code, and Act No. 391/2015 Coll. on alternative dispute resolution for consumer disputes.


2. PREVENTION

When choosing a washing program, the program must match the customer's needs and the level of dirt on the vehicle. Before using the service, the consumer must read the instructions posted at each wash bay.


3. WHEN A COMPLAINT MAY BE FILED

The user has the right to file a complaint if:

  • The washing equipment did not function correctly during the paid time.
  • Payment was charged but the service was not provided.
  • Payment via Nayax / Monyx Wallet was charged but the terminal did not signal program start.
  • Credit was lost from the EUROWASH NFC chip without service being provided.
  • Demonstrable damage to the vehicle occurred due to a defect in the equipment.
  • Any other failure of staff, the location, or the equipment.

    • 4. HOW TO FILE A COMPLAINT

    A complaint can be filed:

  • By phone on the service line 0850 20 20 20 (24/7)
  • By email at info@euro-wash.sk
  • Via the contact form at www.euro-wash.sk/kontakt
  • In writing at the company's registered address

    • When filing a complaint, the user must provide their name and contact, the date and time the defect occurred, the location and bay or terminal identifier, a description of the defect, and the EUROWASH NFC chip number or proof of payment (if available). The user must report the defect without undue delay immediately after detection, otherwise the right to a complaint expires.


    5. PROCESSING DEADLINES

  • Immediately for simple cases (e.g., credit refund for a proven technical fault).
  • No later than 3 business days for more complex cases.
  • No later than 30 days from filing in justified cases (in particular when a technical assessment of the equipment is required).

    • The operator will issue the user a confirmation of receipt of the complaint with a reference number and inform of the outcome by the same channel (email, SMS, or phone). Upon resolution, a written record of resolution will be issued.


    6. METHODS OF RESOLUTION

    Remediable defect — the operator removes it without undue delay, or provides an equivalent new service (e.g., crediting the NFC chip or providing a free wash).


    Irremediable defect that prevents proper use of the service — the operator provides a new equivalent service, or refunds a proportionate part of the price for the defective service to the user's bank account.


    In the event of an upheld complaint, the customer is entitled to a refund of the payment or remaining credit, free provision of an equivalent service, or compensation for damage demonstrably caused by an equipment defect.


    7. WHEN THE RIGHT TO COMPLAIN EXPIRES

    The right to a complaint expires:

  • if proof of service purchase from the operator is not provided,
  • if the defect is not reported without delay after detection,
  • in case of damage to the service caused by the user,
  • in case of improper handling or use of an unsuitable program,
  • for reasons of force majeure.

    • The operator is not liable for service failures caused by interruption of water, gas, or electrical supply, by improper procedure during washing, by user interference with the technology, nor for damage to the vehicle caused by improper use (excessive pressure from too short a distance, damage to antennas, wipers, plastic parts, etc.).


    8. WARRANTY PERIOD

    The warranty for the service is defined by the time validity of the provided service and lasts for the entire duration of the paid washing program.


    9. ALTERNATIVE DISPUTE RESOLUTION (ADR)

    If you are dissatisfied with the resolution of your complaint or believe the operator has violated your rights, you have the right to contact the alternative dispute resolution authority:


    Slovak Trade Inspection (SOI), Inspectorate for the Prešov Region, Obrancov mieru 6, 080 01 Prešov, www.soi.sk, ars@soi.sk.


    You may also file a request via the European Commission's online ODR platform: ec.europa.eu/consumers/odr.


    The consumer has the right to approach the ADR authority only after first filing a complaint with the operator unsuccessfully.


    10. FINAL PROVISIONS

    The operator reserves the right to amend this complaints policy. The current version is always published at www.euro-wash.sk/reklamacny-poriadok. This complaints policy takes effect on 1 May 2026 and replaces all previous versions.