Complaints

§1. These regulations (hereinafter referred to as “Regulations”) define the rules for accepting and considering complaints by the Service Provider related to the functioning of the SORA website and the Services provided in the framework of this website.

§2. Definitions and abbreviations used in the regulations.

SORA website – Service Provider’s Internet website located at sora.droneradar.space
Service Provider – Droneradar Sp. z o.o. seated in Warsaw, address: al. Księżycowa 3 lok. 19 (01934 Warsaw), Company registered in the register of entrepreneurs of the National Court Register kept by the District Court for the capital city of Warsaw in Warsaw, XIII Commercial Department of the National Court Register under No. KRS: 0000748686, REGON: 381231684, NIP: 522- 313-56-85 share capital: PLN 100.000,00
User – natural person, legal person or organizational unit with no legal personality, using the Services under the SORA website.
Complaint - a message sent by the User, in which the objections related to the functioning of the SORA Portal and the services provided within the SORA Portal are listed.

§3. General rules for accepting complaints.

Complaints are accepted in the following form:
1. in writing - in the form of a letter signed by the User and sent to the address of the Service Provider:
  
  ul. Księżycowa 3 lok. 19
  01-934 Warszawa
2. in the electronic form - via e-mail to the following e-mail address: info@droneradar.eu with an addition in the e-mail title: “SORA – complaint”. In this case, the Service Provider replies to the Complaints via e-mail to the e-mail address from which it was reported.
Complaints, in order to enable their efficient implementation, should contain data allowing for unambiguous identification of the User (name and surname / company or legal entity name, e-mail address, login, telephone number), description of the event giving rise to reservations, expectations as to the Service Provider’s actions during the Complaints processing.
The Service Provider reserves the right to contact the User and supplement the information if the information provided is deemed insufficient to consider the submitted Complaint.
Complaints should be submitted immediately after noticing the event giving rise to objections.
Submitting a Complaint does not release the User from the obligation to fulfill responsibilities towards the Service Provider in a timely manner.

§3. Dealing with complaints.

The Service Provider considers the submitted Complaint and replies to it, no later than within 14 days from the date of taking over the Complaint. The day of accepting a Complaint shall be the date of receipt of the written correspondence or the date of receipt of the e-mail.
In particularly difficult cases, which disable dealing with the Complaint and responding to it within the time limit referred to in paragraph 1, it is possible to extend the deadline for considering a Complaint.
Regardless of the reasons, in the event of failure to recognize the Complaint within the time limit referred to in paragraph 1, no later than on the 14th day, the User will be informed about the reason for the delay and the expected date of reply.
In the case of Complaints, where it is necessary to obtain a formal response from companies and institutions independent of the Service Provider - e.g. energy distributors, offices, state administration, etc. - consideration of the Complaint is suspended until such information is received within the time limit provided for by separate regulations and provisions.
The Service Provider will resume the complaint procedure after receiving the necessary information, about which it will inform the User in a separate e-mail or text message.
The User has the right to be informed about the status of the Complaint process.

§4. Final resolutions.

If the claims arising from the Complaint are not considered, the User may refer to the Service Provider concerning the opinion given in the response to the complaint within 14 days from the date of its receipt or use the platform of the online consumer dispute resolution system (ODR platform), in accordance with the Regulation of the European Parliament and Council (EU) No 524/2013 of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22 / EC (Regulation on consumer ODR). The ODR Platform is at: ec.europa.eu/consumers/odr.
Any disputes related to the SORA website, if they arise, shall be solved by the the local common court.
The Regulations may change in the event of the occurrence of: (i) organizational or legal changes of the Service Provider, (ii) changes in binding legal provisions applicable to the SORA Portal, (iii) changes to the functionality of the SORA Portal, with a reservation that the changes to the Regulations are aimed at adapting the content of the Regulations to its functionality. Each User will be informed about the content of the changes to the Regulations by sending a list of changes to the e-mail address indicated in the registration form.
The Regulations are available at the seat of the Company and on the website https://help.sora.droneradar.space/
These Regulations enter into force as of 1 August 2022.

Regulations of submitting and processing complaints related to the operation of the SORA Website and the provision of services within this portal.