1. When are you entitled to make a complaint?
You are entitled to make a complaint about a course or other service if it was not provided to the agreed scope or quality — for example if the course was significantly shorter than agreed, or if the course content was not delivered for reasons on our side.
A complaint does not apply in situations where:
- the course was interrupted or cancelled on the captain's decision for safety reasons (weather, vessel condition, crew condition),
- the participant failed to follow the instructor's directions,
- the participant arrived for the course under the influence of alcohol or narcotics,
- the participant did not attend or arrived late without prior notice.
2. How to submit a complaint
Please submit your complaint as soon as possible after the course, and no later than 14 days from the date it took place. Send us an e-mail at info@stormjib.cz with the following information:
- your full name,
- the date and name of the course,
- a description of what did not go as agreed,
- what you expect from us (replacement date, discount, partial refund).
3. How we handle complaints
We will acknowledge your complaint by e-mail within 3 working days of receipt and resolve it within 30 days. As a resolution we may offer a replacement course date, a discount on your next course, or a partial or full refund — depending on the extent of the shortcoming. We will agree the resolution with you individually.
4. What if you are still not satisfied?
If we are unable to resolve your complaint to your satisfaction, you have the right to contact the Czech Trade Inspection Authority (ČOI), which provides out-of-court resolution of consumer disputes. Further information is available at www.coi.cz.
Have a question?
Write to us at info@stormjib.cz.