Complaints Policy

 Last updated: October 26, 2025

1. Introduction
This document sets out the rules and procedures for submitting complaints related to services and payments processed via the Form.com.pl system, operated by AlfaMedial, Os. Bohaterów Września 79a/16, 31-621 Kraków, Poland (VAT ID: 6771425568).
Complaints may concern, in particular, payment issues, submitted forms, system malfunctions, or missing transaction confirmations.
2. Scope of Responsibility
AlfaMedial is responsible solely for the technical operation of the platform and for properly forwarding payments to the correct recipient, in accordance with the Terms of Service.
AlfaMedial is not responsible for the content of offers, nor for the performance of services or delivery of products by partner entities.
3. How to Submit a Complaint
You can submit a complaint via:
– the contact form: form.com.pl/kontakt,
– e-mail: info@form.com.pl.
Please include the following details:
– your full name,
– contact e-mail address or phone number,
– payment reference or a description of the relevant transaction,
– a detailed description of the issue and any attachments (e.g., payment confirmation).
4. Response Time
Complaints are reviewed within 14 calendar days from the date of receipt. Where additional clarification from a partner entity is required, this period may be extended; the user will be notified by e-mail.
Responses are provided in the same form as the complaint was submitted (e-mail or in writing).
5. Refunds Following a Successful Complaint
If a complaint is upheld, the refund will be made to the same bank account or payment method used for the original transaction, within 7 business days of approval.
6. Grounds for Rejection
A complaint may be rejected if:
– it concerns a service delivered by a partner entity for which AlfaMedial is not responsible,
– it is submitted more than 30 days after the incident occurred,
– it lacks sufficient information to verify the claim.
7. Final Provisions
In case of a dispute concerning the outcome of a complaint, the user may refer the matter to a competent court or seek assistance from a local Consumer Ombudsman.
This Complaints Policy forms an integral part of the Terms of Service for Form.com.pl and is available in its current version at:
form.com.pl/complaints.