How to file a complaint about a form we completed for you online, within what time limit we resolve it and what happens to the money. Applies to the type A and B tax returns, the motor vehicle tax and the property tax.
Effective from 19 October 2026
MATU.SK s. r. o., Sabinovská 362/5, 821 03 Bratislava
Company ID: 50 756 893, Tax ID: 2120466810 (we are not a VAT payer)
Commercial Register of the Bratislava III District Court, Section Sro, Insert No. 132609/B
E-mail: uctovnictvo@matu.sk, phone: +421 904 343 950
This policy applies to the online services on matu.sk in which you order, for a price, the completion of a tax form: the type A tax return, the type B tax return, the motor vehicle tax and the property tax. After payment you receive a key and use it to download the completed form as a PDF and, for some services, also an XML file for filing. This is digital content.
The policy supplements the terms and conditions of the individual services: type A, type B, motor vehicle tax and property tax. It does not limit the rights you have as a consumer by law.
A defect is, for example, that the form does not match the data you entered, that it contains an error in our calculation, that the file cannot be opened, that the Financial Administration portal rejects the XML file even though it complies with the published schema, or that the service does not deliver what we promised on the website.
A defect is not a result that arose from incorrect or incomplete data you entered yourself, nor disagreement with the amount of tax that follows from the law.
We are liable for defects that the form had at the time we made it available to you and that appear within two years of that date. If a defect appears within one year, we assume it was there from the start unless we prove otherwise.
When looking for the cause, we ask for reasonable cooperation, for example the name of the program in which you opened the file.
You can file a complaint at any time during the period for which we are liable:
Please state your name, the e-mail used for the order, the order number (variable symbol), a description of the defect and what you request: a correction or a refund of the price. The form is not a requirement – a complaint is valid without it. We will help you supply any missing details.
We will confirm receipt of your complaint by e-mail without delay. The confirmation contains the complaint number, the date you filed it, what you are complaining about and the time limit for resolving it.
We will resolve the complaint within 30 days at the latest from the day you filed it. We may extend the period only for an objective reason, and we will inform you in writing, with the reasons, before it expires.
We will refund the money within 14 days of accepting the complaint at the latest, to the account you paid from, unless we agree otherwise. We will send you a credit note by e-mail.
If we reject a complaint, we will tell you in writing and give our reasons. We will also point out that you can turn to an alternative dispute resolution body (section 11).
We record every complaint: the date it was filed, its content, the confirmation, and the manner and date of resolution. We keep the record for as long as we need it to meet our legal obligations.
As a consumer, you may withdraw from the contract within 14 days without giving a reason. However, the form is digital content that we make available to you immediately after payment. When ordering, you therefore expressly asked us to make it available before this period expires and acknowledged that you thereby lose the right of withdrawal.
The right of withdrawal ends when, on the basis of this consent, we begin providing the content – that is, by sending the key, and at the latest when you download the form (PDF or XML). We record the time of the download. We will send you a confirmation of this by e-mail together with the key.
Losing the right of withdrawal is not losing the right to complain. If the form has a defect, you can complain about it even after you have downloaded it. You are entitled to a correction and, for a defect that cannot be remedied, to a refund of the full price.
If we did not resolve your complaint as you expected, or did not reply, please first contact us and ask for a remedy. If that does not help, you may file a proposal for alternative dispute resolution under Act No. 391/2015 Coll.
The competent body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, 827 99 Bratislava, ars@soi.sk, www.soi.sk. The proposal is submitted through the form on its website and the proceedings are free of charge. The list of all alternative dispute resolution bodies is kept by the Ministry of Economy of the Slovak Republic.
We use the data from a complaint only to handle it and to meet our legal obligations. More is in the section Data protection (GDPR).
The policy is effective from 19 October 2026. We will publish any changes on this page. Contracts concluded before a change are governed by the version in force at the time they were concluded.
We process the conversation and the data you enter in line with our privacy policy. We send the chat transcript to the accountant and, once you confirm your address, to you as well.