Complaints procedure and consumer information
issued in connection with the brokerage and procurement services of Liftago CZ, s.r.o.,
tel. +420 266 266 000,
email: service@liftago.com ,
Company ID No.: 29138787, with its registered office at Rohanské nábřeží 678/25, Karlín, 186 00 Prague 8,registered in the Commercial Register at the Municipal Court in Prague, file number C 203226.
I.
Basic provisions
1. Liftago CZ, s.r.o. (hereinafter also referred to as the "Company") in connection with the mediation and procurement of passenger and goods transport via a platform for optimising urban mobility called LIFTAGO (hereinafter also referred to as the "LIFTAGO Application") and in connection with the operation of an online marketplace, issues these Complaints Procedure Rules and Consumer Information (hereinafter referred to as the "Complaints Procedure Rules"). The Complaints Procedure is issued in accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, and is an annex to the Company's General Terms and Conditions.
2. The Company mediates the conclusion of transport contracts for its customers registered in the LIFTAGO application and carriers registered in the LIFTAGO application. For its customers who have a special corporate customer account in the LIFTAGO application (hereinafter also referred to as "Corporate Customers"), the Company concludes transport contracts in its own name.
3. A registered customer who is not a Corporate Customer and who, as a natural person, concludes contracts with the Company and carriers outside the scope of their business activities or outside the scope of their independent professional activities, acknowledges that they are in the position of a consumer within the meaning of Section 419 of the Civil Code (hereinafter also referred to as a "Registered Customer" or "consumer").
II.
Complaints about services
1. The Carrier and the Registered Customer are entitled to make a complaint without undue delay and to raise their related claim if the Company's intermediary service was not provided in a timely or proper manner.
2. A Registered Customer is entitled to make a complaint and raise a related claim without undue delay if the carrier's transport service was not provided on time or properly, in which case the Company will provide the Registered Customer with assistance arising from its intermediary activities, in particular with regard to contacting the relevant carrier.
3. A corporate customer is entitled to make a complaint without undue delay and to raise a related claim if the Company's procurement service was not provided on time or properly.
4. In connection with complaints about services, customers and carriers may contact the Company at its registered office or via the customer contact details (telephone line and email address) listed on the Company's website at www.liftago.cz.
III.
Notice to Registered Customers-Consumers
1. In accordance with the Company's General Terms and Conditions, consumers are provided with additional information in accordance with the Civil Code and the Consumer Protection Act.
2. The contents of transport contracts concluded by consumers via the LIFTAGO application are stored in electronic form by the Company and are accessible to consumers online. After concluding the contract, the consumer will receive an order confirmation (confirmation of contract conclusion) via email from , together with the contents of the contract.
3. Following their customer registration in the LIFTAGO Application, which can be done in Czech or English, and in which they expressly confirm their agreement with the Company's General Terms and Conditions (including the Complaints Procedure), the consumer may (again, at their discretion, in either of the two languages) submit a request for transport mediation in the application by entering a request for specific transport, during which the customer has the opportunity to correct any errors. Carriers can respond to the request within the application with their offer, and upon subsequent confirmation of an offer by the consumer, a transport contract is concluded within the application.
4. Carriers providing services through the LIFTAGO Application comply with the code of conduct for carrier drivers, which is available at the Company's registered office and on the Company's website at www.liftago.cz.
5. Under the Consumer Protection Act, consumers have the right to contact the Czech Trade Inspection Authority (www.coi.cz) as the supervisory authority for consumer rights for the purpose of out-of-court settlement of consumer disputes. Trade licensing offices also supervise compliance with certain obligations under the Consumer Protection Act in the area of services. In the area of food, agricultural and tobacco products and their transport, the supervisory authorities are the State Agricultural and Food Inspection Authority and regional public health authorities.
6. In accordance with Section 1829(1) of the Civil Code, the consumer has the right to withdraw from the brokerage contract without giving any reason within fourteen days of the date of conclusion of the contract. However, the consumer may not withdraw from the contract without giving a reason if the provision of the service began with their prior express consent before the expiry of the withdrawal period and the service was provided (the right to withdraw from the contract expires upon provision of the service). If the consumer withdraws from the contract during the provision of such an intermediary service (usually in the case of a so-called pre-order), they are obliged to pay a proportionate part of the agreed price for the performance provided until the moment of withdrawal from the contract (cancellation fee).
7. Unless otherwise stated in the Company's General Terms and Conditions (cancellation of service), the consumer may not withdraw from a contract for the transport of persons and a contract for the transport of goods without giving a reason if, according to the contract, the goods are to be transported on a specific date or within a specific period. Furthermore, the consumer may not withdraw from the contract without giving a reason:
- for the delivery of goods that are perishable or have a short shelf life, as well as goods that, due to their nature, have been irrevocably mixed with other goods after delivery,
- for the delivery of goods in sealed packaging which, for health or hygiene reasons, are not suitable for return after the consumer has broken the seal,
- the delivery of audio or video recordings or computer programmes in sealed packaging, if the consumer has broken the seal,
- delivery of newspapers, periodicals or magazines, with the exception of subscription contracts for their delivery,
8. The procedure for cancelling a service (withdrawal from the contract without giving a reason) is provided by the relevant functionality in the LIFTAGO Application. However, the consumer may withdraw from the contract by any unambiguous statement made to the service provider, whereby the general procedure for exercising the right to withdraw from the contract without giving a reason and the model withdrawal form are contained in Government Regulation No. 29/2023 Coll. on model instructions on the right to withdraw from contracts concluded at a distance or outside business premises and a model form for withdrawal from such contracts. The model withdrawal form is also attached to the Complaints Procedure. In order to comply with the withdrawal period, it is sufficient to send the withdrawal from the contract before the expiry of the relevant period, and the Company will then confirm receipt of the withdrawal in text form (e.g. by e-mail).
9. If the consumer validly withdraws from the contract, the Company shall return to the consumer without undue delay, no later than 14 days from the date of withdrawal from the contract, all relevant funds received from the consumer. The Company shall generally use the same means of payment that the consumer used for the initial transaction to refund the funds, unless the consumer expressly specifies otherwise. This shall not incur any additional costs for the consumer.
10. A consumer whose rights have been affected by an unfair commercial practice within the meaning of the Consumer Protection Act may withdraw from the contract within 90 days of the date of conclusion of the contract or demand a reasonable price reduction commensurate with the nature and severity of the unfair commercial practice.
11. If the delay or other breach of contract by the other party (service provider) constitutes a material breach of contract, the consumer may withdraw from the contract without undue delay after becoming aware of the delay, in accordance with the provisions of Sections 1977 and 2002 of the Civil Code. The consumer may withdraw from the contract in accordance with the provisions of Section 1978 of the Civil Code in the event of a delay by the other party that constitutes a minor breach of contract, provided that the delaying party fails to fulfil its obligation even within an additional reasonable period of time that has been granted to it expressly or tacitly.
12. If a precise time of performance has been agreed between the consumer and the service provider and it follows- if it follows from the contract or the nature of the obligation that the consumer cannot be interested in delayed performance, the contract shall terminate in accordance with the provisions of Section 1980 of the Civil Code at the beginning of the service provider's delay, unless the consumer notifies the service provider without undue delay that he insists on the performance of the contract.
13. In the event of improper provision of the service, the consumer is entitled, in accordance with the provisions of Sections 1921 and 1923 of the Civil Code, to report the defect in performance to the service provider immediately after its discovery and to demand, in particular, a price reduction or, if necessary, to withdraw from the contract. Such a complaint shall be dealt with within 30 days in accordance with the provisions of Section 19 of the Consumer Protection Act, unless the parties to the contract agree on a longer period. A justified complaint also entails the right to reimbursement of costs reasonably incurred in making the complaint, which may be claimed within the period specified in Section 1924 of the Civil Code.
14. The service provider shall provide the consumer with written confirmation of when the consumer made the complaint, the content of the complaint, the method of handling the complaint requested by the consumer, and the consumer's contact details for the purpose of providing information on the handling of the complaint. The service provider shall then provide the consumer with written confirmation of the date and method of handling the complaint, or a written justification for rejecting the complaint.
IV.
Final provisions
1. The company is entitled to unilaterally amend the Complaints Procedure, whereby, in accordance with Regulation (EU) No. 2019/1150, the Company shall publish these changes or the new version of the Complaints Procedure on its website at least 15 days in advance and inform the existing customers and carriers concerned directly within the LIFTAGO Application or by other means. By continuing to use the LIFTAGO Application after the Complaints Procedure has been amended, the customers and carriers concerned confirm their acceptance of such amendments.
2. The Complaints Procedure (together with the Company's General Terms and Conditions) is provided to the customer by email immediately after their registration in the LIFTAGO Application. The Complaints Procedure is also available at the Company's registered office and on the Company's website at www.liftago.cz.
3. The Complaints Procedure are effective from 20 November 2025.
In case of conflict, the Czech language version applies.
Date of publication: 05 November 2025
Radek Svíčka
Managing Director, Liftago CZ, s.r.o.
Sample form for withdrawal from the contract without giving a reason
Notice of withdrawal from the contract
- Addressee: Liftago CZ, s.r.o., email:service@liftago.com , with its registered office at Rohanské nábřeží 678/25, Karlín, 186 00 Prague 8,
- I/we (*)herebygivenotice that I/we *withdraw from the contract for the provision of the following services:
- Date of order:
- Name and surname of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is sent in paper form):
- Date:
(*)) Delete as appropriate.
