Complaint Policy

Effective date: effective date

This Policy explains how to raise a complaint about ToonyHub with Adgenious s.r.o., Světova 523/1, Libeň, 180 00 Praha 8, Czech Republic, IČO 19103999. It covers purchases, access, billing, service quality and moderation decisions.

1. How to complain

Email support email or write to our registered office. Describe what happened, identify the relevant account, purchase or content where possible, and state the outcome you seek. Include relevant evidence that you already have. You do not need to identify the technical cause of a defect.

Do not include your password, full card number or unrelated sensitive information. A receipt or transaction reference can help locate a purchase, but we do not require one particular document where the purchase can be established by other means.

2. Handling complaints

We review the complaint and may request information reasonably needed to investigate. For statutory defect complaints, we provide the written records required by Czech law, including confirmation of the complaint, the requested remedy and the outcome or reasons for rejection.

For digital content or services, defects must be addressed within a reasonable time and without significant inconvenience, taking account of their nature and purpose. We follow any other mandatory time limit applicable to a particular complaint. Internal review does not extend a statutory deadline or suspend your legal rights.

The Payment and Refund Policy describes the remedies for non-supply, defects, valid withdrawal and incorrect charges. We do not provide an additional commercial money-back guarantee.

3. Review of a decision

If you disagree with the response, reply with the original complaint reference or relevant correspondence and explain what you believe was overlooked. We will review the decision in light of the information available. A moderation appeal should identify the affected content or account and the reason you believe the action was incorrect.

This internal procedure does not prevent you from contacting a payment provider, regulator, competent dispute-resolution body or court, and does not replace a statutory appeal mechanism where one applies.

4. Czech consumer alternative dispute resolution

If a consumer dispute cannot be resolved directly with us, the competent Czech alternative dispute resolution body for these purchases is the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI), Central Inspectorate, ADR Department, Gorazdova 1969/24, 120 00 Praha 2, Czech Republic.

Information and the application route are available at ČOI consumer dispute resolution.

A consumer must first attempt to resolve the dispute with the trader and generally submit the proposal within one year after first asserting the relevant claim against the trader. Admissibility is governed by the applicable rules. This procedure seeks an agreement; ČOI does not issue a binding judgment requiring either party to accept a settlement. Access to a competent court remains available.

5. Privacy and content concerns

Data-protection requests and complaints are covered by the Privacy Notice. Content removal and copyright reports are covered by the corresponding policies. You may use support email for any of these matters; using the wrong subject line does not invalidate a request.