Complaints Procedure

1. Introductory provisions

1.1. This Complaints Procedure governs the process for exercising rights arising from liability for defects of the QZ device and the related QZ Foresight service.

1.2. This Complaints Procedure applies to customers who purchased the product from OOZI s.r.o. through kyuzet.com or another method confirmed by the seller.

1.3. Consumer rights under applicable law are not affected by this Complaints Procedure.

2. Liability for device defects

2.1. The seller is liable to the consumer for defects that the goods have upon delivery and that appear within the statutory period.

2.2. For consumers, the period for exercising rights arising from liability for defects is generally 24 months from receipt of the goods, unless applicable law provides otherwise.

2.3. For entrepreneurs, liability for defects is governed by the applicable provisions of commercial or civil law and the specific agreement between the parties.

2.4. A defect does not include a condition caused in particular by:

• a) incorrect installation,
• b) reverse polarity,
• c) damage to wiring or connectors,
• d) use outside the technical specification,
• e) interference with the device,
• f) mechanical damage,
• g) a natural event,
• h) operation of the vehicle or battery outside standard conditions,
• i) unavailability of mobile signal at the place of use,
• j) discharge or failure of the vehicle battery not caused by the device itself.

3. Liability for defects of the digital service

3.1. QZ Foresight is a digital service whose purpose is to evaluate selected data from the device and provide alerts and recommendations.

3.2. A service defect may include, in particular, long-term or repeated non-functionality of the service caused by the seller, incorrect operation of the customer account, or inability to use a paid service due to a reason on the seller's side.

3.3. A service defect does not include in particular:

• a) unavailability caused by an internet or mobile network outage,
• b) device outage in a place without signal,
• c) a problem caused by incorrect data entered by the customer,
• d) incorrect installation of the device,
• e) disconnection of the device from the battery,
• f) technical maintenance announced to a reasonable extent,
• g) inability to predict a sudden battery or vehicle failure outside the monitored parameters.

4. How to submit a complaint

4.1. We recommend submitting a complaint by e-mail to support@kyuzet.com.

4.2. The complaint should include:

• a) customer's name and surname or business name,
• b) order number or proof of purchase,
• c) e-mail used during activation,
• d) device serial number, if available,
• e) description of the defect,
• f) date when the defect appeared,
• g) photo or video documentation, if appropriate,
• h) information whether the device was installed by the customer or a service provider.

4.3. The seller may ask the customer to provide additional information necessary to assess the complaint.

4.4. If the device must be physically inspected, the customer shall send it to:

4.5. Before sending the device, we recommend contacting support at support@kyuzet.com so the complaint can be correctly assigned to the order.

5. Complaint handling period

5.1. A consumer complaint will be handled no later than within 30 days of submission, unless applicable law provides otherwise.

5.2. The customer will be informed of the complaint result by e-mail.

5.3. For entrepreneurs, the complaint handling period may reasonably differ depending on the nature of the defect and the technical diagnostics required.

6. Ways of handling a complaint

6.1. A complaint may be handled in particular by:

• a) removing the defect,
• b) replacing the device,
• c) providing a reasonable discount,
• d) refunding the purchase price,
• e) justified rejection of the complaint.

6.2. In the case of a service defect, the complaint may be handled in particular by restoring the service functionality, extending the paid period, providing a reasonable discount or refunding a proportionate part of the price. In the case of a serious and repeatedly unresolved defect, the consumer also has the right to terminate the digital service contract and receive a refund of a proportionate part of the price for the period after the defect occurred.

7. Complaint costs

7.1. If a consumer complaint is justified, the seller bears reasonable costs related to its handling to the extent required by law.

7.2. If the complaint is shown to be unjustified, the seller may request the customer to reimburse reasonably incurred costs, if permitted by applicable law and if the customer was informed of this possibility in advance.

8. Alternative dispute resolution

8.1. If the consumer is not satisfied with the way the complaint was handled or believes that their rights were violated, they may contact the seller with a request for remedy.

8.2. If the seller rejects the request or does not respond within the statutory period, the consumer has the right to submit a proposal for alternative consumer dispute resolution.

8.3. The competent alternative dispute resolution entity is in particular:

For details see Supervisory Authority — Slovak Trade Inspection.

9. Final provisions

9.1. This Complaints Procedure is valid and effective from 8 May 2026.

9.2. The seller reserves the right to amend this Complaints Procedure. The version effective at the time the complaint is submitted applies, unless legal regulations require otherwise.