1. General
This Complaints Policy governs the rights and obligations of Audiogarden Studio (“Provider”) and the customer (“Client”) when filing a complaint regarding digital audio post-production services.
2. Subject of Complaint
A complaint may be filed for defective performance — i.e., when the delivered output does not match the ordered service or contains clear technical errors (e.g., audio artifacts, incorrect file format, missing files). Complaints do not cover subjective assessment of artistic/sound results — the revision system is designed for that purpose.
3. Revisions vs. Complaints
Revision: an adjustment to the output based on specific feedback, within the agreed number of revisions. This is a standard part of the service. Complaint: a claim for defective performance where the output does not meet contractual terms or has an objective technical defect.
4. How to File a Complaint
Submit complaints via email at info@audiogarden.cz or through the client portal. Include: project number, description of the defect, and a sample if applicable.
5. Deadlines
Complaints must be filed without undue delay, no later than 14 days after delivery. The Provider will resolve the complaint within 30 days.
6. Resolution
For justified complaints, the Provider will fix the output free of charge or provide a reasonable discount. For unjustified complaints, the Provider will inform the Client of the reasons for rejection.
7. Dispute Resolution
EU consumers may use the Online Dispute Resolution platform (ec.europa.eu/odr).
Effective from: March 2026