Complaints Policy

Created at: 2026-02-01 Kľúč dokumentu: complaints

This Complaints Procedure governs the conditions, method and scope of submitting and handling complaints related to goods (GPS units) and the Sentrymo digital service provided by SkyCom s.r.o., in accordance with applicable laws of the Slovak Republic.

1. Seller identification

Seller / Operator: SkyCom s.r.o.

Registered office / invoicing address:
SkyCom s.r.o.
Čiližská 5009/36
821 07 Bratislava – Slovakia (city district Vrakuňa)

Company ID (IČO): 52138682
Tax ID (DIČ): 2120913157
VAT: The company is not a VAT payer under §4, but is registered for VAT under §7a (VAT ID: SK2120913157).

Commercial Register:
Commercial Register of the Municipal Court Bratislava III, Section: Sro, Entry No.: 134008/B

Complaints contact:
Email: support@sentrymo.eu
Phone: +421 911 499 086

Service website: en.sentrymo.eu

2. Scope of the Complaints Procedure

This Complaints Procedure applies to:

• GPS units and related hardware purchased from the Seller,

• the Sentrymo digital service (mobile application, web interface and backend services).

3. Liability for defects of hardware (GPS unit)

The Seller is liable for defects of the GPS unit occurring during the warranty period that are caused by manufacturing defects or material faults.

The warranty does not cover defects caused by:

• improper or unprofessional installation of the GPS unit,

• incorrect connection to the vehicle’s electrical system,

• modification, shortening or other alteration of the wiring harness,

• mechanical damage,

• intervention by a third party,

• normal wear and tear.

4. GPS unit installation and vehicle

The GPS unit may be installed by the Customer, by the Seller, or by another authorised technician.

The Seller shall not be liable for damage to the vehicle, its electrical system or other components caused by:

• improper installation,

• incorrect connection,

• interference with the vehicle’s electrical system.

5. Vehicle battery

The GPS unit is powered by the vehicle’s battery. The Customer is responsible for monitoring the battery charge level and ensuring proper battery maintenance.

The Seller shall not be liable for battery discharge or damage caused by the use of the GPS unit.

6. Complaint of the Sentrymo digital service

The Customer is entitled to submit a complaint regarding the Sentrymo digital service if the service does not conform to the agreed specifications or is not provided in accordance with the contract.

Complaints regarding the digital service do not apply to:

• service outages caused by system maintenance,

• outages caused by third-party services,

• issues resulting from improper use of the application or hardware.

7. Submitting a complaint

A complaint may be submitted:

• by email to support@sentrymo.eu,

• in writing to the Seller’s registered office address.

The complaint must include customer identification, a description of the defect and contact details.

8. Complaint handling period

The Seller shall handle the complaint without undue delay, no later than within 30 days from the date of submission, unless applicable law provides otherwise.

9. Refunds

1. When a refund is due. A refund is due in particular where the complaint is resolved by refunding the purchase price (withdrawal from the contract), or where the consumer is granted a reasonable price reduction and the reduction is provided as a monetary reimbursement.

2. Refund period. If the complaint is resolved by a refund, the Seller shall refund the payment to the Customer without undue delay, typically no later than within 14 days of the complaint being resolved (unless applicable law provides otherwise).

3. Refund method. Refunds are made preferentially by the same method used for payment (e.g. card payment back to the card, bank transfer to an account). If this is not possible or the parties agree otherwise, the refund will be made in an agreed manner so that the Customer incurs no fees. For cash on delivery payments, the Customer may be asked to provide an IBAN for the refund.

4. Reasonably incurred costs. If the complaint is justified, the Customer may also assert a claim for reimbursement of reasonably incurred costs related to exercising rights from liability for defects, to the extent and under the conditions set out by applicable law.

10. Alternative dispute resolution (ADR) – Slovak Trade Inspection Authority (SOI)

If the Customer is a consumer and is not satisfied with the way the Seller handled the complaint or the request for remedy, the consumer may submit a proposal to initiate an alternative dispute resolution (ADR) procedure, in particular if the Seller responded negatively or did not respond within 30 days.

The ADR entity is the Slovak Trade Inspection Authority:
Slovak Trade Inspection Authority, Bajkalská 21/A, 827 99 Bratislava 27, Slovakia
Email: ars@soi.sk, adr@soi.sk
Tel.: +421 (0)2/58 27 21 23

The list of ADR entities is also available via the Ministry of Economy of the Slovak Republic and through the European Commission’s consumer redress list. The EU Online Dispute Resolution (ODR) platform has been discontinued.

11. Final provisions

This Complaints Procedure forms an integral part of the Terms and Conditions.

Legal relations are governed by the laws of the Slovak Republic.

Effective date: 01 February 2026

Sentrymo • SkyCom s.r.o.

Tento dokument bol vygenerovaný zo zdrojovej verzie v systéme.