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Complaints and conformity

reklamacie@2026-10-01 · In force from 1 October 2026

If a purchased title does not match what was agreed, you are entitled to a remedy. This page explains what counts as a defect, how to raise it, and how long we take.

  1. What counts as a defect

    Digital content is in conformity with the contract if it matches the description shown with the title, is in the stated format and language, is complete, and opens on a device normally used for that format.

    • the file is damaged or will not open,
    • pages, chapters or tracks are missing,
    • the content is in a different language or format than stated,
    • the title delivered is not the one ordered.

    Disagreeing with the work, its quality, or simply not enjoying it is not a defect. Nor is failure to open on a device that does not support the format.

  2. Time limit

    A lack of conformity existing at the time of supply can be raised within two years of supply. Where content is supplied continuously, we are liable throughout the period of supply.

  3. How to raise a claim

    Send your claim to support@maxino.org or by post to CRE-O s.r.o., Nábrežná 1/22, 038 61 Vrútky.

    Please state the order number, the title, and as precise a description of the problem as you can — in particular the device and application where it appeared. This speeds up handling.

    We will confirm receipt of your claim. If we do not do so immediately, the confirmation arrives at the latest with the record of settlement.

  4. How claims are settled

    We settle claims within 30 days of receipt at the latest. We tell you how the claim was settled and issue a written record of it.

    Depending on the nature of the defect you are entitled to:

    • having the content brought into conformity, usually by a corrected file,
    • a proportionate price reduction where that cannot be done in reasonable time,
    • termination of the contract and a refund where the defect is serious.

    Where the supplier of the content caused the defect, we take it up with them — that does not delay you, your claim lies against us as the seller.

  5. If you disagree with the outcome

    You may ask us to put matters right. If we refuse or do not reply within 30 days, you may refer the dispute to alternative dispute resolution; the register of bodies is kept by the Ministry of Economy of the Slovak Republic.

    The supervisory authority is the Slovak Trade Inspection (SOI), Inspectorate for the Bratislava Region, Bajkalska 21/A, 827 99 Bratislava.