This Complaints Policy defines the rules for filing, handling, and resolving complaints related to the use of the PL Taxi Platform. This Policy is an integral part of the PL Taxi Platform Terms of Service.
The Operator of the Platform is:
Complaints are handled in accordance with applicable laws of the Republic of Poland.
A complaint may concern, in particular:
Complaints concerning the performance of the transport service itself may be forwarded to the relevant Carrier in accordance with the scope of its responsibility.
A complaint may be filed by:
A complaint may be filed:
A complaint should include:
The absence of some information does not automatically result in the complaint being left without consideration if it is possible to establish the circumstances of the case.
After receiving a complaint, the Operator may confirm its receipt electronically.
If the complaint requires completion, the Operator may ask the person filing the complaint to provide additional information necessary to handle it.
The Operator handles complaints without undue delay. A response to a complaint is provided no later than within 14 days of receiving a complete complaint, unless applicable law provides for a different period.
If handling the complaint requires obtaining additional information, the period runs from the date of receipt of all necessary data. The person filing the complaint will be informed of the manner in which the complaint is handled electronically or in another agreed manner.
Each complaint is handled individually, taking into account the circumstances of the specific case. The Operator may analyze, in particular:
Where the complaint concerns circumstances within the scope of the Carrier's responsibility, the Operator may ask the Carrier to provide explanations or forward the complaint to it for a position.
After handling a complaint, the Operator may:
If a complaint is upheld, the Operator will take appropriate action, in particular refund all or part of the amount due, correct the charged fee, remove the identified irregularity, or take other action appropriate to the nature of the case.
If, as a result of handling a complaint, a refund is necessary, it will be made in accordance with the payment rules applicable on the Platform.
A refund is generally made using the same payment method used for the payment, unless the law or the payment operator requires a different settlement method. The time for the funds to be credited depends on the bank and the payment operator.
The Operator may refuse to uphold a complaint if it finds that it was filed in a manner constituting an abuse of rights or contains knowingly false information.
Filing a complaint does not release the user from the obligation to comply with the Platform Terms of Service or other applicable documents. In the event of suspected fraud, the Operator may take action provided for in the Platform Terms of Service and applicable law.
A consumer may use out-of-court methods of handling disputes provided for by applicable law.
Information on the possibility of using out-of-court methods of dispute resolution is available on the websites of the relevant public administration bodies and consumer protection institutions.
The use of out-of-court dispute resolution methods is voluntary and does not limit the right to pursue claims before the competent court.
This Complaints Policy is an integral part of the legal documentation of the PL Taxi Platform.
In matters not regulated by this Policy, the provisions of the Platform Terms of Service and applicable laws of the Republic of Poland apply.
If any provision of this Policy is found to be invalid or ineffective, this does not affect the validity of the remaining provisions. Any disputes arising from this Policy are subject to resolution in accordance with applicable Polish law.