Complaint

1. The Customer has the right to submit a complaint (“Complaint”) regarding an electronic communication service within the meaning of the Act of 12 July 2024 – Electronic Communications Law (“PKE”) in the event of:
   • non-performance or improper performance of the electronic communication service,
   • incorrect calculation of charges for the provision of the electronic communication service,
   • failure to meet the deadline for concluding the contract or commencing the provision of electronic communication services due to GetResponse’s fault.
2. A complaint may be lodged within 12 months:
   • from the end of the billing period in which the interruption in the provision of the electronic communication service ended;
   • from the date on which the electronic communication service was improperly performed or was due to be performed; or
   • from the date of delivery of an invoice containing an incorrect calculation of the amount due for the provision of the electronic communication service.
3. The complaint should contain the information specified in Art. 378 para. 4 of the PKE, including in particular:
   • Customer details (name, address),
   • specification of the subject matter and period of the complaint, as well as the period to which the complaint relates,
   • justification,
   • the amount of the claim and the method of reimbursement,
   • the method by which the response to the complaint is to be communicated,
   • the signature of the person filing the complaint – in the case of a complaint submitted in writing
4. Complaints may be submitted in the form provided for in the PKE regulations, in particular:
   • in writing (to the registered office address of GetResponse)
   • electronically (by email or via the contact form – detailed information is available HERE.)
5. The submission of a complaint will be acknowledged by GetResponse within 14 days of the date of its submission.
6. GetResponse shall process the Complaint within 30 days of the date of its submission. The date of processing shall be deemed the date on which the response to the Complaint is sent. Failure to respond within this timeframe constitutes acceptance of the Customer’s demands.