Complaints Procedure of Easychange s.r.o.

A. General provisions and definition of terms

1. The company EasyChange s.r.o., with its registered office at Jungmannova 747/28, Prague 1, 110 00, registered in the Commercial Register kept by the Municipal Court in Prague, Section C, Insert 162417 (hereinafter referred to as "EasyChange"), provides its clients with financial services in the scope of mediating payments domestically and abroad, or from abroad upon client's instructions, i.e., a service enabling domestic and international currency transfers, in the form of accepting funds from clients for conversion and executing payments domestically or abroad (hereinafter referred to as "financial services").

2. A client shall mean a natural or legal person to whom a financial service has been provided.

3. In this complaints procedure, relationships with the client, not regulated by the General Terms and Conditions, are governed by Act No. 89/2012 Coll., the Civil Code, and by Amendment No. 378/2015 Coll., the Consumer Protection Act. The term 'consumer' has the meaning specified in the Civil Code. If the complaint concerns a consumer, EasyChange s.r.o. is obliged to take into account the relevant legal regulations for consumer protection.

4. According to this complaints procedure, EasyChange company proceeds when a client asserts rights concerning liability for defective performance of financial services (referred to as "complaints"). A complaint typically refers to a communication from a third party regarding a breach of obligations by the Company, which does not constitute a complaint within the meaning of the preceding sentence.

5. The general terms and conditions for contractual clients are available on the website www.easychange.cz in the Client Zone. For clients of the Europlatba service, they are available on the website www.europlatba.cz.

6. A non-entrepreneurial individual client has the right to submit a proposal for out-of-court resolution of disputes arising from a financial service to the Financial Arbitrator's Office, located at Legerova 69, 110 00 Prague 1, www.finarbitr.cz, tel.: 257 042 070, data box ID: qr9ab9x, email: arbitr@finarbitr.cz.

7. In case of discriminatory behavior, the complainant may also submit a complaint to the Public Defender of Rights Office, located at Údolní 39, 602 00 Brno, or email: podatelna@ochrance.cz, tel. 00420 542 542 888, data box ID: jz5adky.

 B. The scope, conditions, and procedure for handling complaints regarding financial services.

1. The contractual arrangement for business with the contractual client is the Framework Agreement, and based on it, the contract/trade order entered by the contractual client, which EasyChange has accepted in the system. For Europlatba service clients, the contractual arrangement is the trade/order entered by the client and accepted by the automated system.

2. The client may file a complaint in the usual manner of communication with the Company, or in writing, electronically, or through other means of distance communication. However, the Company is not obligated to accept complaints or grievances submitted orally, over the phone, or via social media. It is recommended to send complaints to the following email address of EasyChange s.r.o.: info@easychange.cz, or by registered mail to the company's registered address.

3. The complaint must contain the following information in particular:

   1. identification of the person whose rights were infringed or endangered;
   2. description of the Company's actions that led to the infringement or endangerment of the rights of the complaining party;
   3. identification of the relevant service or transaction;
   4. what the complaining person demands (financial compensation, apology, damages, etc.)
   5. any additional data and information necessary for the Company to assess and process the received complaint.

4. If the complaint does not contain all of the above-mentioned requirements necessary for its assessment, EasyChange s.r.o. shall, within 7 calendar days, request the person who submitted the complaint to provide the missing information. If EasyChange s.r.o. does not request supplementation of the incomplete complaint, it is not entitled to reject the complaint due to incompleteness.

5. The client is obliged to immediately verify whether the financial service has been provided in accordance with the agreed terms. Any complaint must be submitted by the client no later than 7 working days from the date of settlement of the financial service in question, to EasyChange, s.r.o. located at Jungmannova 747/28, 110 00 Prague 1, Czech Republic, which provides the financial service..

6. When lodging a complaint, the client is required to provide the necessary details for the preparation of the complaint protocol - see section B.3 of this Complaints Procedure. If the complaint is not lodged within the aforementioned period of 7 working days, it will not be considered, and any claims by the client regarding the specific financial service will be forfeited.

7. The company EasyChange s.r.o. will initiate an investigation regarding the complained financial service based on a duly and timely submitted complaint. EasyChange s.r.o. will promptly inform the individual who lodged the complaint against the company about the resolution process. Communication will typically occur in the same manner as the complaint was submitted to EasyChange s.r.o. (i.e., via email, in writing, etc.). The maximum response time for the individual lodging the complaint is set at 10 business days from the day of its receipt, considering the reasonable time required for expert assessment of the service defect. If EasyChange s.r.o. is prevented by circumstances beyond its control from responding within the specified timeframe, it will notify the individual of the impediment within the timeframe mentioned in the preceding sentence. EasyChange s.r.o. will provide a response no later than 30 business days after receiving the complaint, if it does not agree with the complainant on a longer timeframe. The 30-business-day timeframe is set considering the possibility of requiring cooperation from banks, both domestic and foreign, which typically respond within 30 calendar days of receiving requests for information regarding the provided financial service.

8. The complaint will typically be resolved in one of the following ways:
   1. accepted (complaint recognized);
   2. partially accepted (complaint partially recognized);
   3. rejected (complaint not recognized).

9. EasyChange s.r.o. will communicate its decision regarding the resolution of the complaint in writing or electronically (via email) to the client, ensuring that all information required by relevant regulations is included in this communication. If the complaint is not fully accepted, the information regarding its resolution must be justified.

10. In cases where complaints are fully or partially acknowledged, EasyChange s.r.o. will promptly (within the deadlines arising from the relevant contractual relationship or the law) provide the client with the deposited monetary funds or their respective portion, or the corresponding performance, which the client reasonably asserted against EasyChange s.r.o. and is rightfully entitled to, within the deadlines stipulated by the relevant contractual relationship or by law. This will be done in a manner communicated by the client to EasyChange s.r.o., unless otherwise agreed upon by both parties.

11. In cases where complaints are upheld (deemed valid), the Company may, at its discretion, provide the client with suitable compensation (such as a public apology, discounts on future services, etc.).