1. General provisions
This procedure regulates how to file complaints about services of the provider: Inštitút pokročilých štúdií, o. z., Gagarinova 3, 911 01 Trenčín.
A complaint may apply to:
- attendance at paid events (workshops, conferences, courses)
- consulting and expert services provided by IOAS
- administrative processes related to membership
2. How to file a complaint
You may file a complaint in writing:
- by email: director@ioas.pro
- by post: Inštitút pokročilých štúdií, o. z., Gagarinova 3, 911 01 Trenčín
Please include in your complaint:
- Your name and contact details
- Subject of the complaint (which services / events)
- Description of the issue or reason for complaint
- Your expectation (refund, correction, apology…)
- Proof of payment, if applicable
3. Time limits
The provider will confirm receipt within 5 working days.
The complaint will be resolved within 30 calendar days of its receipt at the latest. In justified cases the period may be extended — you will be informed in advance.
4. Resolutions
Depending on the nature of the complaint, possible resolutions include:
- Refund of part or all of the paid amount
- Substitution of service (e.g. attendance on another date)
- Written apology and procedural correction
- Rejection of the complaint with justification
5. Out-of-court dispute resolution
If you disagree with the resolution, you can contact the Slovak Trade Inspection or an alternative dispute resolution body (list at https://www.mhsr.sk/).
In case of dispute, Slovak law applies.
This complaints procedure is part of the Terms and Conditions.