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Complaints policy

This policy says how to complain about Geekbot or about a payment, and what we do about it. Geekbot is operated by Geekcoders s.r.o., IČO 07444290, Hlaváčova 207, 530 02 Pardubice.

What you can complain about

  • The service was not available, or an agent did not run, although your organization had credits and an active plan.
  • You were charged an amount you did not expect, charged twice, or charged after cancelling.
  • An invoice is wrong.
  • Anything else where you believe we did not provide what these terms and your plan promise.

What an agent wrote is generated by an AI model and can be wrong. Under section 4 of the terms of service, reviewing it before relying on it is your responsibility, so the content of a review, a code change or an answer is not by itself a defect of the service. If an agent fails repeatedly or does something it should not be able to do, tell us: that is a defect.

How to complain

Write to geekbot@geekcoders.cz. Tell us:

  • the name of your organization,
  • what happened and when,
  • for a payment: its date and amount, or the invoice number,
  • what you would like us to do.

You do not need a form. Send the complaint as soon as you notice the problem, and no later than six months after it happened.

What happens next

We confirm that we received your complaint within two working days, by email to the address you wrote from. We resolve it within 30 days of receiving it, and tell you the outcome by email. If we need more information from you, the time you take to answer does not count.

If the complaint is justified, we do one of these, in agreement with you:

  • fix the problem,
  • give the credits back to your organization,
  • refund the payment or the part of it the complaint concerns.

A refund goes back to the payment card the payment was made with, through the GoPay payment gateway, within 14 days of the decision. We issue a credit note for it.

If we find the complaint is not justified, we tell you why.

If you do not agree

Write back to us and we look at it again. Disputes we cannot settle are decided by the competent courts under section 13 of the terms of service. If you contracted with us as a consumer, you can also turn to the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz) for out-of-court settlement of the dispute.

Last updated: 30 September 2026