Complaints policy

1.1This complaints policy sets out how to exercise rights for defective performance of StormHost services. The provider is David Zákoucký, a self-employed natural person registered in the Czech Trade Register, company ID (IČO) 19217200, Děčínská 552/1, 180 00 Prague 8, Czech Republic, phone +420 777 436 340 (calls in Czech only), e-mail [email protected] (“we”). Terms have the same meaning as in the Terms and Conditions.

1.2Sections 2389a to 2389f and 2389t of the Czech Civil Code (digital content services) apply to all customers. Consumer rights are further governed by sections 2389g to 2389s of the Civil Code and the Consumer Protection Act. The rights of business customers are further governed by the general provisions of the Civil Code on defective performance (sections 1914 to 1925), with the deviations set out in clause 6. Rackhousing (colocation of the customer's equipment) is not a digital content service; defects are governed by sections 1914 to 1925 and, towards consumers, also by the Consumer Protection Act.

2.1We are responsible for the service being in conformity with the contract for the entire duration of the contract, in particular that it:

• a)has the characteristics we agreed or stated in the service description (performance, memory, disk, IP addresses, availability under the SLA, backups where included);
• b)is fit for the purposes for which such a service is normally used and is functional, compatible and secure to the extent usual for this type of service;
• c)receives updates to the part of the service we manage (network, hypervisors, game panel, customer account).

2.2The following, in particular, are not defects of the service:

• a)a deviation from the usual characteristics that we specifically pointed out before the order and that you expressly and separately accepted with a checkbox in the order (clause 3.2 of the Terms; e.g. shared CPU performance in some plans or a game server without backups);
• b)an error in software, configuration, mods or data uploaded or set up by the customer or their users;
• c)unavailability caused by circumstances excluded by the SLA (e.g. announced planned maintenance within the SLA limits);
• d)a restriction of the service under the AUP or a suspension for non-payment;
• e)malfunction caused by the customer's digital environment not meeting the requirements we pointed out in the Terms (clause 3.5);
• f)malfunction of third-party services that are not part of our service (e.g. game authentication servers or the Discord API);
• g)consequences of interventions in the service made by the customer, their users or a third party using the customer's login details (e.g. deleting data, changing the configuration, restoring a backup).

If a defect appears while the service is running, it is up to us to prove that the case falls under point (b), (e) or (g) (section 2389e of the Civil Code).

3.1The easiest way to make a complaint is in the customer account: open the “Cancel service” tab in the service details, describe what is not working and send a refund request. If you want another remedy, for example fixing the defect, write to us. You can also send the complaint by e-mail to [email protected] from your customer account address, in writing to our registered address, or through support on Discord. In any case we will send you a confirmation of the complaint by e-mail.

3.2Please state in the complaint:

• your name and the e-mail of your customer account,
• the service (name or service ID, or the order number),
• a description of the defect and when it appeared (ideally with times and error messages),
• the remedy you request (a refund, fixing the defect, a discount or withdrawal),
• if you request money, where we should refund it.

3.3A consumer can report a defect for the entire duration of the service. We recommend doing so without undue delay so that we can fix it quickly; reporting it later does not deprive you of your rights. You can make a complaint even after the service has ended if the defect appeared while it was running.

3.4To assess a defect we may need reasonable cooperation (e.g. logs or temporary access to the service). We only ask for it to the extent necessary; the consequences of refusing cooperation are described in clause 3.6 of the Terms.

4.1When you make a complaint, we send you a confirmation by e-mail with the date of the complaint, its content, the remedy requested and your contact details. It also includes the complaint number and the date by which we will deal with it.

4.2We handle the complaint without undue delay, taking into account the nature of the service, at the latest within 30 days of receiving it, unless we agree a longer period with the consumer. Outages and failures are usually resolved within hours.

4.3We send you a confirmation by e-mail of how and when the complaint was handled; for a repair, what we fixed and how long the repair took; for a refund, the amount and where and by when we refund it. If we reject the complaint in whole or in part, we attach a written justification and information on out-of-court dispute resolution (clause 8).

4.4If we do not handle a consumer complaint in time, the consumer has the same rights as for a defect that cannot be remedied (in particular to withdraw from the contract or request a reasonable discount).

4.5The consumer is entitled to reimbursement of costs reasonably incurred in connection with a justified complaint.

5.1If the service is defective, the consumer may request that the defect be remedied (the service brought into conformity with the contract). We remedy the defect within a reasonable time, free of charge and without significant inconvenience to the consumer.

5.2The consumer may request a reasonable discount (for the time the service was defective) or withdraw from the contract if:

• a)we refuse to remedy the defect or it cannot be remedied;
• b)we do not remedy the defect within a reasonable time;
• c)the defect appears again after it was remedied;
• d)the defect is so serious that it justifies an immediate discount or withdrawal; or
• e)it is clear from our statement or the circumstances that we will not remedy the defect within a reasonable time or without significant inconvenience to the consumer.

The consumer cannot withdraw from the contract if the defect is minor. A defect is presumed not to be minor.

5.3On withdrawal we refund the consumer the price for the time the service was defective and for the period after withdrawal. At the consumer's request we provide, free of charge, the data they uploaded to or created in the service in a commonly used machine-readable format. We refund money from a discount or withdrawal within 14 days of the day you claimed the discount or withdrawal, in the same way you paid (for payments via PaySafeCard, Premium SMS, carrier billing or cryptocurrency, by bank transfer to your bank account). We refund it to credit only if you choose this yourself in the refund request or expressly agree to it later. A service paid with credit is refunded to credit. You are entitled to a reasonable discount for the time the service was defective even if you withdraw from the contract. After withdrawal we may disable access to the service; we no longer use content you created in the service (section 2389n of the Civil Code).

5.4If we do not set up the service without undue delay after payment, the consumer may ask us to do so; if we fail to do so within an additional reasonable period, the consumer may withdraw from the contract.

6.1A business customer reports a defect without undue delay after discovering it or after they could have discovered it with due care, and no later than 30 days after the defect appeared. A defect reported later cannot be accepted if we object that it was reported late.

6.2A business customer has the rights under sections 2389a to 2389f and 2389t and sections 1914 to 1925 of the Civil Code, with these deviations:

• a)we remedy the defect first; a business customer may claim a discount or withdraw from the contract only if we do not remedy the defect within a reasonable additional period or it cannot be remedied;
• b)for unavailability of the service and outages of its functions, a business customer is entitled only to flat-rate compensation under the SLA, which also settles any claim to a discount (clause 12.3(c) of the Terms);
• c)withdrawal from the contract is possible only with effect for the future;
• d)other claims, in particular for damages, are limited under clause 12.3 of the Terms.

We handle a business customer's complaint within a reasonable time, usually within 30 days. The time limits and confirmations under the Consumer Protection Act do not apply to business customers; we still send them a confirmation of receipt of the complaint.

6.3For a business customer, we choose how money from an accepted complaint is refunded (the same way, by bank transfer or to credit).

7.1Compensation for unavailability under the SLA does not limit the consumer's statutory rights. Instead of compensation in credit, a consumer may request a reasonable discount in money; we then deduct the compensation for the same period from the credit or, if it has already been used, set it off against the discount.

8.1If a consumer cannot reach agreement with us, they can turn to the Czech Trade Inspection Authority as the body for out-of-court resolution of consumer disputes (coi.gov.cz). Details are in clause 19 of the Terms.

9.1This complaints policy takes effect on 11 November 2026 (version 2026-11-11).

9.2For contracts concluded before 11 November 2026, changes that are not solely beneficial to the customer (in particular clause 6) apply under clause 17 of the Terms from 11 December 2026. Complaints made before 11 November 2026 are handled under the previous version.

9.3The summaries at the beginning of the clauses (“In short”) are for orientation only. The wording of the clause prevails.