FlipKing Pro Complaints Procedure

1. Introductory provisions

This Complaints Procedure governs the process for exercising rights from defective performance in respect of services and digital content provided on the FlipKing Pro Platform. The provider is Prexima Reality s.r.o., Company ID 08600872, Nad obcí I 2110/29, 140 00 Prague 4 - Krč. This Complaints Procedure forms an integral part of the Terms of Service and supplements them.

2. Scope of rights from defective performance

The rights and obligations concerning digital content and services provided on the Platform are governed in particular by §§ 2389a to 2389u of Act No. 89/2012 Coll. (Civil Code, as amended by Act No. 374/2022 Coll.) and by Act No. 634/1992 Coll. on Consumer Protection.

The Buyer — consumer may complain in particular of the following defects:

• The tip contains demonstrably false information about the property (address, price, condition, contact) at the time of unlocking.
• The tip infringes third-party rights (copyright, personality rights).
• The digital content is inaccessible due to a technical fault lasting more than 48 hours.
• Incorrect deduction of FlipCoins or incorrect invoicing has occurred.
• The service exhibits another defect that prevents normal use.

3. Time limits

• Complaints about defects in digital content (tips): the statutory period of 24 months from unlocking the tip under § 2389b(2) of the Civil Code. The Operator recommends reporting any defect without undue delay after discovery, ideally within 14 days, for faster handling — this recommended period does not, however, replace the consumer's statutory 24-month right.
• Payment / FC complaints: 24 months from the date of the transaction.
• Resolution of the complaint: no later than within 30 calendar days of its submission. After this period expires, the consumer has the same rights as in the case of material breach of contract (§ 19(3) of Act No. 634/1992 Coll.).
• The Operator will issue the consumer with written confirmation of receipt of the complaint without undue delay, and subsequently confirmation of the manner of resolution.

4. Submitting a complaint

Submit your complaint:

• By e-mail to podpora@flipking.cz — preferred channel.
• In writing to the registered office address: Nad obcí I 2110/29, 140 00 Prague 4 - Krč.

5. Method of resolution

• Refund of the tip price in FC to the Buyer's account (default method for a justified complaint regarding digital content).
• Transfer of FC back to a bank account on request — processed within 14 days from approval.
• A reasonable discount on the price.
• Withdrawal from the contract in case of material breach.

The Operator will duly justify any rejection of a complaint. Against a rejection, the Buyer may turn to alternative dispute resolution at the Czech Trade Inspection Authority (ČOI) (adr.coi.cz), which is the body for alternative consumer dispute resolution under Act No. 634/1992 Coll.

6. Limitation of liability for changes in circumstances

The following shall not be considered a defect:

• A change in circumstances occurring after the tip has been unlocked that neither the Tipster nor the Operator could influence (e.g. sale of the property to another interested party only after the tip was unlocked), provided the data was true and complete at the moment of unlocking.
• Unavailability of the service due to force majeure or a third-party outage beyond the Operator's control lasting less than 48 hours.

The consumer's statutory rights under § 2389a et seq. of the Civil Code remain fully preserved.

7. Contact

Complaints department: podpora@flipking.cz. Response on working days typically within 2 working days.