— COMPLAINT POLICY —

COMPLAINT PROCEDURES for the tattoo studio

Tattoo Therapy

Operator: Tereza Štěpánová

Address: Oldřichova 55, Prague 2, 120 00

Company ID: 1014421691

Email: tattootherapyy@gmail.com

Phone: +420 778 726 822

(hereinafter referred to as the "operator")

These terms and conditions govern the mutual rights and obligations of the contracting parties arising at the Tattoo Therapy facility in connection with the provision of tattooing and piercing services.

1. PROVISION OF SERVICES

Immediately prior to the provision of the service, the customer is informed of the procedure, and the client has the opportunity to ask additional questions.

In the event that the customer fails to inform the service provider that they suffer from any of the listed contraindications (listed when the client is briefed on the services provided and their procedure; see the document "Affidavit for Tattoo Creation") or that their health condition has changed since their last visit, no claim may be made regarding the service, and the customer assumes full responsibility for any aesthetic or health-related consequences.

By paying for the service—the tattoo—without reporting a defect, the customer agrees to the work and thereby waives the right to file a claim at a later date.

2. DEFECTS

2.1. Claims regarding the services provided must be made by the customer immediately and at the location where the service was provided. Later claims will not be considered.

- The only exception may be missing ink after healing, provided that the customer's own fault—such as picking at scabs, cuts, etc.—can be ruled out.

2.2. The following are not considered defects:

a) Conditions resulting from the client's careless or particularly dangerous behavior (flinching, sudden movements, etc.) are not considered defects

b) Any imperfections in a cover-up tattoo (covering an old tattoo)—this is a complex procedure where the outcome is uncertain due to the nature of the tattoo being covered, and improvisation is sometimes necessary—deviations from the design

c) Color imperfections or bleeding in areas unsuitable for tattooing (tongue, lips, soles of the feet, ears, elbows, knees, palms, fingers, and the back of the hand)

3. HANDLING OF COMPLAINTS

3.1. A complaint filed immediately after the completion of a tattoo or piercing will be decided upon immediately at the provider's discretion, either by offering a discount, a refund, or immediate correction, or by agreeing to a correction after healing.

3.2. If the service provider rejects the complaint, they will provide the customer with a written explanation of the rejection.

3.2. For a complaint regarding a tattoo after it has healed—specifically, if the ink has faded after healing due to causes unrelated to the client's care—the client must notify the provider immediately after healing (i.e., 28 days after the tattoo was done), provide a current photo of the healed tattoo, and, without delay, schedule an appointment with the tattoo artist who performed the service to schedule an appointment for the complaint resolution (i.e., correction/repair). If the client fails to appear for the complaint resolution or correction appointment without providing an excuse, the right to file a complaint shall thereby lapse.

4. FINAL PROVISIONS

4.1. These Complaint Rules shall take effect on January 1, 2024