Complaints Procedure
How to submit a complaint and how SmartWay reviews service issues.
1. How to complain
Please contact us as soon as possible at smartwayconnection@gmail.com and include your booking reference, service date, description of the issue and any relevant evidence.
2. Complaints during travel
If the issue can be corrected during the service, please notify SmartWay or the relevant supplier without unnecessary delay so that a reasonable remedy can be attempted.
3. Review process
We will acknowledge the complaint, verify booking records and supplier information, and respond within the period required by applicable law. If additional information is needed, we may ask the customer to provide it.
4. Possible outcomes
Depending on the facts and applicable terms, the outcome may include an explanation, corrective action, partial refund, full refund, replacement service or rejection of the claim with reasons.
5. Non-refundable products
A non-refundable booking may still be reviewed where the service was not supplied as contracted or where mandatory law gives the customer a remedy.
6. Escalation
If a consumer is not satisfied with the response, they may use the options described on our Alternative Dispute Resolution page.
SmartWay Connections, s.r.o.
Štvrť SNP 131/17, 914 51 Trenčianske Teplice, Slovak Republic
Company ID: 55 597 475 · Tax ID: 2122048401 · VAT ID: SK2122048401
Commercial Register: District Court Trenčín, Section Sro, Insert 45603/R
Email: smartwayconnection@gmail.com
Phone / WhatsApp: +421 908 847 093