Complaints¶
Complaints go to info@co2in.com. If you are not satisfied with the outcome, consumers can take the matter to an independent body free of charge.
How do I make a complaint?¶
Email info@co2in.com.
Send it from the address registered to your account where you can, because CO2IN replies to the address the complaint came from.
Helpful things to include:
- your CO2IN ID, from Settings → Contact Support
- what happened and when
- any transaction the complaint concerns
What if I am not satisfied with the answer?¶
If you are a consumer and the complaint could not be settled with CO2IN directly, you can ask for out-of-court resolution under Act No. 634/1992 Coll., on Consumer Protection. It costs you nothing.
The body authorised to handle these in Czechia is the Czech Trade Inspection Authority (Česká obchodní inspekce), at Štěpánská 567/15, 120 00 Prague 2, Czechia — coi.cz.
You must apply within one year of first raising the matter with CO2IN, and only after trying to resolve it directly.
An application can be made in writing, orally on the record, or through the online form on the authority's website.
Is there an option for cross-border disputes?¶
Yes. Consumers can also use the online dispute resolution platform run by the European Commission, at ec.europa.eu/consumers/odr.
Who can use out-of-court resolution?¶
It is a consumer right. Business and sole-trader accounts are not consumers for this purpose, so the route above does not apply to them — though complaints are of course still welcome at info@co2in.com.