Complaints procedure
If the service does not have the agreed qualities, report the defect by e-mail as soon as possible. We accept complaints at legal@nodera.sk and provide written confirmation.
What can be claimed
A service defect may be claimed, particularly if the managed server or controls lack an agreed property, are not reasonably available, or fail to provide an agreed feature during the service period.
A limitation clearly disclosed before purchase, an intervention by the customer or their administrator, or an issue exclusively caused by the game, customer device, or connection is not a NODERA defect if the service otherwise performs as agreed.
- A defect in the managed server instance or its provisioning.
- A defect in the licensed controls or an available administration feature.
- A mismatch in purchased slots, period, or another immutable order parameter.
How to complain
Send the complaint exclusively by e-mail to legal@nodera.sk from the order e-mail address or the current verified address of the account that owns the order. We confirm receipt and handling to that address on a durable medium.
Report a defect without undue delay after discovering it and provide reasonable diagnostic cooperation. We never require card details or a social-account password.
- Customer name and contact e-mail.
- Order number and server identifier, if already available.
- Description of the defect, time of occurrence, and steps that exposed it.
- Requested remedy and reasonable technical evidence, if available.
Confirmation and handling
We promptly provide written confirmation that the service defect was reported, stating the receipt date, defect description, requested remedy, and remedy period.
We provide a written record of the outcome and remedy. If liability is rejected, reasons are given in writing.
- The stated remedy period will not exceed 30 days unless an objective reason outside our control justifies longer.
- The customer may follow the related technical state in their account where that function is available.
- A complaint record does not delete order, payment, or operational history.
Remedies
Depending on the defect and applicable law, the remedy may be repair, service restoration, a reasonable extension or price reduction, or contract termination and refund where statutory conditions are met.
A remedy is provided free of charge and without significant inconvenience to the consumer. The chosen remedy follows statutory priority and proportionality.
- Technical repair or restoration of the agreed feature.
- Proportionate price remedy for the period during which the service was defective.
- Termination and financial settlement where the defect or repeated failure gives that right.
Remedy request and alternative dispute resolution
If dissatisfied with the outcome or believing their rights were infringed, a consumer may first request a remedy at legal@nodera.sk from the order e-mail or the current verified account e-mail.
After a rejection or if we do not reply within 30 days, the consumer may apply to the competent ADR entity. The right to apply to a court remains unaffected.
- Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava 27, ars@soi.sk, soi.sk.
- The current list of ADR entities is available from the Slovak Ministry of Economy and the European Commission.