Complaints Procedure and Personal Data Processing Policy

Complaints Procedure and Personal Data Processing Policy

DIESELCONTROL s.r.o.
Company ID No.: 04741587
VAT ID No.: CZ04741587
Registered office: U kněžské louky 2125/51, Žižkov, 130 00 Prague 3
Registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 252945

Branch office, address for complaints, returns, and regular correspondence:
Na Kocandě 31, 412 01 Litoměřice

Contact details:
e-mail: info@diesel-control.cz
phone: +420 777 904 042

Effective from: 9 March 2026

I. Complaints Procedure

This Complaints Procedure governs the method and conditions for exercising rights arising from defective performance in the sale of goods and in the provision of repairs, diagnostics, testing, refurbishment, and other service work by DIESELCONTROL s.r.o.

1. Introductory provisions

1.1 This Complaints Procedure applies to:

goods purchased through the e-shop or by any other means from the seller,
repairs, refurbishment, diagnostics, testing, and other service work carried out by the contractor.

1.2 This Complaints Procedure applies, as appropriate, to both consumers and business customers, provided that consumer rights arising from mandatory legal regulations take precedence.

1.3 Rights and obligations not governed by this Complaints Procedure are governed in particular by the Civil Code and the Consumer Protection Act.

2. How and where to submit a complaint

2.1 A complaint may be submitted in particular:

in person at the branch office: Na Kocandě 31, 412 01 Litoměřice,
by post to the branch office address,
by e-mail to info@diesel-control.cz.

2.2 For faster processing of the complaint, we recommend stating at least:

first and last name or company name,
contact details,
order number, invoice number, or job sheet number,
identification of the goods or job being complained about,
description of the defect and when it appeared,
preferred method of complaint resolution.

2.3 If necessary for assessing the complaint, the customer is obliged to deliver the complained goods or the complained item to the seller’s or contractor’s premises. Without submitting the complained item, it may not be possible to assess the complaint professionally.

3. Complaints regarding goods

3.1 The seller is liable for ensuring that the goods are free from defects upon receipt.

3.2 If a defect appears within one year of receipt, the goods are deemed to have been defective already upon receipt, unless the nature of the item or the defect excludes this.

3.3 The buyer may notify a defect that appears in the goods within two years of receipt.

3.4 If the goods are defective, the buyer may request, at their option:

removal of the defect by repair, or
delivery of a new item free from defects,
unless the chosen method is impossible or disproportionately expensive compared to the other method.

3.5 The buyer may request a reasonable discount on the purchase price or withdraw from the contract if:

the seller refused to remedy the defect or failed to do so in accordance with the law,
the defect appears repeatedly,
the defect constitutes a material breach of contract,
or it is evident from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer.

3.6 The buyer may not withdraw from the contract if the defect is insignificant.

3.7 Rights arising from defective performance do not apply in particular in cases of:

normal wear and tear,
defects corresponding to the degree of use in the case of a used item,
damage caused by improper installation, improper interference, or incorrect use,
damage caused by an external event or operation under unsuitable conditions,
a defect of which the customer was expressly informed in advance and for which a lower price was agreed.

4. Complaints regarding repairs, refurbishment, and service work

4.1 The contractor is liable for ensuring that the repair, refurbishment, diagnostics, or other service work was carried out properly and in accordance with the contract.

4.2 The customer is obliged to notify a defect in the repair or service without undue delay after discovering it or after they could have discovered it with due care.

4.3 If a complaint regarding a repair or service intervention is based on a technical defect, the customer is obliged to allow the contractor to professionally assess the complained item.

4.4 A complaint regarding a repair or service intervention may in particular not be accepted if a professional assessment proves that the defect:

is unrelated to the repair performed or the part used,
was caused by improper installation or removal,
arose from operation in a contaminated, damaged, or otherwise unsuitable fuel system,
arose from the use of unsuitable or contaminated fuel,
arose from failure to comply with installation, service, or operating instructions,
arose from intervention by a third party after the repair was carried out,
corresponds to normal wear and tear or another circumstance for which the contractor is not liable.

4.5 If, during the repair, the customer insisted, despite being warned by the contractor, on a partial, non-standard, or technically unsuitable repair, on the use of their own parts, or on the re-use of certain worn components, the customer bears the associated risks to the extent to which they were informed of those risks.

5. Special provisions for Common Rail, injectors, pumps, and precision fuel system components

5.1 The customer acknowledges that injectors, high-pressure pumps, rails, control valves, sensors, and other precision fuel system components are intended for professional installation only.

5.2 In the case of these parts, even short-term operation in a contaminated fuel system may cause damage that may not be immediately visible externally.

5.3 For the proper functioning of repaired or supplied parts, it is generally necessary in particular to:

clean or, if necessary, replace the fuel tank,
clean the fuel lines and replace unsuitable hoses,
use a new fuel filter of appropriate quality,
clean or, if necessary, replace the rail and related fittings,
check the high-pressure pump and other related components,
ensure cleanliness and proper bleeding of the fuel system,
enter the injector calibration codes into the control unit, if required by the specific system,
perform any other operations stated in the report, installation instructions, or instructions of the seller or contractor.

5.4 The seller or contractor is not liable for defects and damage arising in particular from:

improper installation,
operation in a contaminated or unsuitable fuel system,
use of unsuitable or contaminated fuel,
failure to comply with installation and service procedures,
intervention by a third party,
re-use of defective or worn related system components.

6. Time limit and method of complaint resolution

6.1 The seller or a person authorized by the seller shall decide on the complaint without undue delay, and in complex cases within three working days. This period does not include the reasonable time necessary for a professional assessment of the defect.

6.2 If the complainant is a consumer, the complaint, including removal of the defect, shall be resolved without undue delay, no later than within 30 days from the date the complaint is submitted, unless the seller or contractor agrees with the consumer on a longer period.

6.3 The customer shall receive confirmation of the complaint, which shall state in particular the date of submission of the complaint, its content, the requested method of resolution, and the customer’s contact details.

6.4 After the complaint has been resolved, the customer shall be informed of the method of resolution.

7. Costs of the complaint

7.1 If the complaint is accepted as justified, the consumer has the right to reimbursement of reasonably incurred costs associated with submitting the complaint.

7.2 The claim for reimbursement of costs must be made without undue delay, preferably no later than one month after the end of the complaint procedure.

8. Out-of-court settlement of consumer disputes

8.1 If the customer is a consumer, the Czech Trade Inspection Authority is competent for out-of-court settlement of disputes: Štěpánská 567/15, 120 00 Prague 2, Company ID No.: 000 20 869, website: www.coi.cz.

II. Personal Data Processing Policy

This Personal Data Processing Policy explains how DIESELCONTROL s.r.o. processes the personal data of customers, website visitors, repair customers, business partners, and other persons whose data it processes.

1. Personal data controller

The personal data controller is:

DIESELCONTROL s.r.o.
Company ID No.: 04741587
VAT ID No.: CZ04741587
Registered office: U kněžské louky 2125/51, Žižkov, 130 00 Prague 3
Branch office and contact address: Na Kocandě 31, 412 01 Litoměřice
e-mail: info@diesel-control.cz
phone: +420 777 904 042

2. What personal data we process

We process in particular the following categories of personal data:

identification data, such as first name, surname, company name, Company ID No., VAT ID No.,
contact details, such as address, e-mail, phone number,
data relating to orders, jobs, complaints, and communication,
payment and invoicing details,
data relating to handed-over items, vehicles, or technical equipment to the extent necessary for the performance of the contract,
where applicable, other data that you provide to us yourself or that are necessary for the performance of the contract and legal obligations.

3. For what purposes and on what legal basis we process the data

3.1 Performance of a contract

We process personal data for the purpose of:

processing an order,
delivery of goods,
receiving and carrying out repairs, diagnostics, refurbishment, or other services,
communication with the customer,
handling complaints, returns, and related rights and obligations.

The legal basis is the performance of a contract pursuant to Article 6(1)(b) GDPR.

3.2 Compliance with legal obligations

We also process personal data for the purpose of complying with legal obligations, in particular in the areas of:

accounting,
tax obligations,
document archiving,
consumer protection,
handling complaints and other statutory obligations.

The legal basis is compliance with a legal obligation pursuant to Article 6(1)(c) GDPR.

3.3 Legitimate interest

We may also process personal data on the basis of legitimate interest, in particular for the purpose of:

protecting rights and legal claims,
recording and defending complaints, disputes, and receivables,
basic communication with customers and business partners,
internal records of jobs and operational security.

The legal basis is legitimate interest pursuant to Article 6(1)(f) GDPR.

3.4 Marketing

If you give us your consent, we may also use your personal data for marketing purposes. If we carry out marketing within the limits of the law without consent, for example towards existing customers regarding similar goods or services, you always have the option to opt out of such communications.

The legal basis is consent or legitimate interest, depending on the specific situation.

4. To whom personal data may be disclosed

Personal data may be disclosed to the following recipients to the extent necessary in particular:

carriers and logistics partners,
providers of payment, accounting, and tax services,
providers of IT, web hosting, e-shop management, e-mail, and cloud services,
service and technical partners, if necessary for the performance of the job,
public authorities, if required by law.

We conclude appropriate contractual and organizational arrangements with processors.

5. How long we retain data

We retain personal data only for as long as necessary to fulfill the purpose of processing.

We usually retain data:

for the duration of the contractual relationship,
for the period of handling complaints, disputes, and claims,
for the period required by legal regulations for accounting and tax documents,
for the period necessary to protect our legitimate interests and any defense of legal claims.

The specific retention period may vary depending on the type of document and the legal basis for processing.

6. What rights you have

In connection with the processing of personal data, you have in particular the right to:

request access to your personal data,
request correction of inaccurate or outdated data,
request deletion of personal data if the conditions for this are met,
request restriction of processing,
object to processing based on legitimate interest,
data portability in cases provided for by the GDPR,
withdraw consent to processing where processing is based on consent,
lodge a complaint with a supervisory authority.

7. How you can exercise your rights

You may send your request to info@diesel-control.cz or by post to the branch office address: Na Kocandě 31, 412 01 Litoměřice.

We will respond to your request without undue delay, no later than within the time limit set by legal regulations.

8. Right to lodge a complaint

You have the right to lodge a complaint with the supervisory authority, which is:

Office for Personal Data Protection
Pplk. Sochora 27
170 00 Prague 7
Website: www.uoou.gov.cz

9. Personal data security

We adopt appropriate technical and organizational measures to protect personal data against unauthorized access, alteration, loss, destruction, or other misuse.

10. Final provisions

These policies may be updated from time to time. The current version is always published on the website of DIESELCONTROL s.r.o.