Complaints Procedure · PMGclub

Effective date: 1 June 2026 Version: 2026-06-01

This Complaints Procedure governs the process for complaints about services provided by the PMGclub platform and the miroslavpekarek.com portal. It supplements the Terms of Service and is based on the relevant provisions of Czech Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

1. Service Provider

PMG Capital s.r.o. Bohuslava Niederleho 1018, 272 04 Kladno, Czech Republic Company ID: 06998771, VAT ID: CZ06998771 Email: info@pmgclub.com

2. Subject of a Complaint

The following may be the subject of a complaint:

defect in the provided service — unavailability of a paid feature, malfunction of AI features, technical defects in the presentation editor, prolonged portal unavailability
discrepancy between the offered and provided service — if the paid plan does not include promised features
billing error — incorrect amount on an invoice, incorrect credit billing, double billing
defective digital content — exported presentation with a technical defect, invalid QLive event QR code

The following cannot be subject to a complaint:

subjective dissatisfaction with the quality of AI outputs (AI generation accuracy is not warranted — see AI Policy)
unavailability of the service due to force majeure or outages of third-party services (Vercel, Supabase, OpenAI, Mo.one, etc.) if users were informed within reasonable time and the operator acted with professional care
moderation decisions under the Community Guidelines — a separate appeals mechanism applies (Section 8.3 of the Community Guidelines)
unused credits after the end of the billing period (expiry rules are part of the Terms of Service, Section 7.3)
defects caused by unauthorised user interference with the system or use contrary to the Terms

3. Time Limit for Filing a Complaint

A consumer files a complaint within the period of:

for digital content provided continuously (subscription) — at any time during the subscription, and without undue delay after discovering the defect
for one-time purchased content (e.g. one-time payment for AI credits, voucher) — within 24 months of receiving the performance (§ 2165 of the Civil Code)

A business customer (B2B) files a complaint without undue delay after discovering the defect. Shorter statutory deadlines apply to businesses under § 2103 et seq. of the Civil Code.

4. How to File a Complaint

Submit complaints electronically by email to:

info@pmgclub.com Subject: Complaint — [account ID / invoice number]

In the email, please include:

Your identification — registered email address, name (or company name and company ID)
Subject of the complaint — what specifically you are complaining about (service unavailability, billing error, defective export, …)
Date of defect occurrence and approximate time, if the defect is time-bounded
Description of the problem — what you expected, what actually happened, what impact it had on your use of the service
Evidence — screenshots, operation IDs, invoice numbers, email confirmations
What resolution you request — refund, credit restoration, defect removal, discount

Without the above information, we may not be able to process the complaint successfully.

5. Time Limit for Handling a Complaint

5.1 Consumer

We will handle a consumer complaint without undue delay, and no later than within 30 calendar days of its submission, unless we agree with the user on a longer period.

If we fail to handle the complaint within the 30-day period, the consumer is entitled to withdraw from the contract or to a reasonable discount on the price.

5.2 Business customer

We will handle a business complaint without undue delay, usually also within 30 days, but this period is not binding for B2B relationships.

5.3 Communication during the process

During the complaint handling, we will inform you by email of:

receipt of the complaint (usually within 3 working days)
requests for additional information, if needed
the result of the assessment

6. Possible Resolutions

After investigating the complaint, we will resolve it in one of the following ways:

Situation	Resolution
Defect is justified, can be remedied	Defect remediation (bug fix, feature addition, data correction)
Defect is justified, cannot be remedied	Price discount (proportional to affected period / feature) or refund of the corresponding part of the payment
Credit billing was incorrect	Credits restored to the user's account
Invoice contains an error	Issue of a correcting tax document (credit note or new invoice)
Service was unavailable for an extended period	Extension of the paid period by the unavailability time, or refund of the proportional part of the payment
Complaint is unjustified	Rejection with reasons

When asserting rights from a defective performance, the consumer has the right of choice under § 2169 of the Civil Code, unless the chosen solution is disproportionate (e.g. disproportionately costly).

7. Refunds

If a payment is to be refunded as part of a complaint:

we refund in the same manner as the payment was received (bank transfer to the sender's account, or via Mo.one), unless we agree otherwise with the user
the refund will be made within 14 days of the positive resolution of the complaint
the refund may cover the full amount or a proportional part depending on the nature of the complaint

8. Withdrawal from the Contract

In addition to a complaint, a consumer has the right to withdraw from the contract within 14 days of its conclusion without giving any reason (§ 1829 of the Civil Code). The conditions and limitations of this right are described in the Terms of Service, Section 8.3.

A sample withdrawal form is available as an appendix to these rules and can be sent by email to info@pmgclub.com.

9. Out-of-Court Dispute Resolution

If you are not satisfied with the handling of the complaint, you have the following options:

9.1 Czech Trade Inspection Authority (consumers)

Consumers from the Czech Republic have the right to out-of-court resolution of consumer disputes with the Czech Trade Inspection Authority:

Česká obchodní inspekce Ústřední inspektorát — ADR Department Štěpánská 567/15, 120 00 Prague 2 Web: adr.coi.cz Email: adr@coi.cz

9.2 EU ODR Platform (consumers from the EU)

Consumers from other EU Member States may use the Online Dispute Resolution platform:

ec.europa.eu/consumers/odr

9.3 Court action

A dispute may also be resolved before a court having jurisdiction under Czech law. For consumers, proceedings are governed by § 86(3) of Czech Act No. 99/1963 Coll. (Code of Civil Procedure) — the claim is filed with the court having jurisdiction over the consumer's residence.

10. Relation to GDPR

If the complaint relates to the processing of personal data, please contact us at info@pmgclub.com. GDPR rights (access, rectification, erasure, portability) are described in the Privacy Policy, Article 6.

A complaint about the processing of personal data may be filed with the Czech Office for Personal Data Protection:

Pplk. Sochora 27, 170 00 Prague 7 www.uoou.cz

11. Final Provisions

This Complaints Procedure takes effect on 1 June 2026 and supersedes all previous versions. We will inform users of material changes at least 14 days in advance via email or in-app notice.

Appendix: Sample Withdrawal Form

Withdrawal from a PMGclub subscription / digital content contract

Addressee: PMG Capital s.r.o. Bohuslava Niederleho 1018, 272 04 Kladno, Czech Republic Email: info@pmgclub.com

I hereby withdraw from the contract for the provision of a subscription / digital content*

Order date: _ Order identification (invoice number / account email): _ Consumer's name and surname: _ Consumer's address: _ Date: ____

Consumer's signature (only if submitted in paper form): ____

*) delete as appropriate

Note: If the performance has already been provided in full (e.g. AI credits consumed, presentation exported) on the basis of your explicit consent to start performance before the withdrawal period expires, you do not have the right to withdraw (§ 1837(a) of the Civil Code).

PMG Capital s.r.o. · Bohuslava Niederleho 1018, 272 04 Kladno, Czech Republic · Company ID: 06998771 · VAT ID: CZ06998771 · info@pmgclub.com