Complaints Procedure
Artisa Beauty
This complaints procedure governs how complaints about services provided to consumers at the Artisa Beauty salon are made and handled.
1. Provider details
- Company name
- ARTISA BEAUTY s. r. o.
- Registered office
- Svätoplukova 2B, 821 08 Bratislava – mestská časť Ružinov
- IČO (company ID)
- 56338899
- DIČ (tax ID)
- 2122283493
- IČ DPH (VAT ID)
- SK2122283493 (VAT payer under § 4 since 21 April 2025)
- Registration
- Commercial Register of the Bratislava III Municipal Court, section Sro, file no. 179563/B
- Salon
- Artisa Beauty, Svätoplukova 2B, 821 08 Bratislava
- Complaints e-mail
- info@artisabeauty.sk
- Phone
- +421 940 629 609
2. Scope and responsibility for services
The provider is responsible for ensuring that the service is performed properly, safely, with professional care and in line with the agreed scope and characteristics. This procedure applies to services contractually provided by the business named in section 1.
A complaint means the exercise of rights arising from liability for defects in a service. The client's rights are governed mainly by Act No. 108/2024 Coll. on Consumer Protection and Act No. 40/1964 Coll., the Civil Code, as amended.
For complaints about goods bought at the salon (for example professional cosmetics), the procedure in sections 3, 4, 7 and 8 applies accordingly; rights arising from liability for defects in goods are governed by the Civil Code provisions on consumer sales.
3. How to make a complaint
The client makes a complaint by e-mail to the address in section 1. This does not affect the client's statutory right to make a complaint in person at the salon as well. No special form is required.
A message sent via social media or messaging apps is not considered a complaint. In that case we will ask the client to send the complaint by e-mail.
To assess the complaint, the client provides their name and contact details, the type and date of the service, the specialist's name, a description of the defect, when it was discovered and the preferred remedy, and attaches photos of the defect. The client evidences the service by a receipt, booking confirmation, payment statement or other suitable means.
The client should report a visible defect without undue delay, ideally at the salon right after the service, and a defect discovered later without undue delay after discovering it. Late reporting may make it harder to assess whether the defect existed when the service was provided or arose later from other causes.
4. Confirmation and assessment
Without delay after the defect is reported, the provider gives the client a written confirmation stating the date of the complaint, the service concerned, a description of the defect and the period for resolving the complaint. The period for remedying the defect in the service, or for otherwise resolving the complaint, may not exceed 30 days from the day the defect was reported. The confirmation may be handed over in person or sent by e-mail.
A complaint about a service generally cannot be assessed without an in-person inspection. The client therefore allows the provider to assess the result of the service at the salon within a reasonable time. The date of the inspection and internal assessment do not start a new 30-day period.
5. Remedies
If the complaint is justified and the defect can be remedied, the provider will remedy it free of charge (by a correction or by performing the service again) within a reasonable time, at the latest within the period stated in the confirmation. The specific procedure and date are agreed with the client with regard to the nature of the service and the safety of the procedure.
If the defect cannot be remedied, the client is entitled, depending on the nature of the defect and the statutory conditions, to a reasonable price reduction or to withdraw from the contract and have the price refunded.
The provider informs the client in writing of the outcome and how the complaint was resolved. If the provider rejects liability for the defect, it states the specific reasons in writing.
6. Factors taken into account and client obligations
The assessment takes into account the agreed result, professional practice, the initial condition of the hair, skin or nails and subsequent care. A change in the client's preference after the agreed service has been properly performed is not in itself a defect.
A reference photo is for guidance only. The final result, especially the shade in colouring and lightening, depends on the initial condition of the hair and is not a defect if it corresponds to what the client was told before the service.
Before the service, the client must truthfully inform the specialist of anything that may affect the result or safety of the service — in particular allergies, skin and other conditions, medication, pregnancy and previous chemical treatments (home colouring, henna, highlights, keratin, etc.). If the client withholds this information or gives it incorrectly, the provider is not liable for any defect resulting from it.
For services using chemical products (e.g. colouring, brow and lash lamination, keratin), the provider may recommend a tolerance test. If the client declines it or does not observe the recommended time before the service, the provider is not liable for a reaction the test would demonstrably have prevented.
The client follows the aftercare instructions given by the specialist. The provider is not liable for defects to the extent they were caused by failure to follow these instructions, intervention by a third party, mechanical damage or normal wear.
The durability of the result (e.g. gel polish, gel nails) is affected by individual nail characteristics and subsequent care. Normal wear after a reasonable period is not a defect. If the provider stated a specific durability when providing the service, the assessment is based on that statement.
An allergic or other individual reaction of the client is not in itself a defect of the service if the provider acted professionally and informed the client of the risks in advance. Each case is assessed individually.
If the client has the defect remedied by a third party without giving the provider the opportunity to assess and remedy it, the provider does not reimburse the costs of such a remedy unless it was necessary due to urgency. After such intervention the original defect can no longer be reliably assessed.
With the client's consent, the provider may document the condition before and after the service (photos) for the purpose of assessing any complaint.
7. Out-of-court dispute resolution
If the client is not satisfied with how the complaint was handled or believes their rights have been infringed, they may ask the provider for redress. If the provider rejects the request or does not reply within 30 days of it being sent, the client may file a proposal for alternative dispute resolution under Act No. 391/2015 Coll.
The competent body may be the Slovak Trade Inspection (Slovenská obchodná inšpekcia); information and the procedure are available at www.soi.sk under Alternatívne riešenie spotrebiteľských sporov. This does not affect the right to go to court.
8. Final provisions
This procedure is available to clients at the salon and on the provider's website. Its provisions must not be interpreted in a way that limits the consumer's statutory rights.
Personal data provided in a complaint are processed by the provider only to the extent necessary to resolve it and to meet legal obligations.
Legal relations between the provider and the client are governed by the laws of the Slovak Republic. This complaints procedure is also available in Ukrainian, Russian and English; in case of any discrepancy between language versions, the Slovak version prevails.
Effective from: 1 January 2026