Complaints and withdrawal
Version: 10 October 2026
How to submit a complaint and when a contractual withdrawal right applies.
ul. Adama Mickiewicza 37/58, 01-625 Warszawa · NIP 5252963835 · KRS 0001046531 · REGON 525840386 · Kapitał zakładowy: 5 000 zł · Sąd Rejonowy dla m.st. Warszawy w Warszawie, XIV Wydział Gospodarczy KRS
Workshop and contact: Marii Skłodowskiej-Curie 77A, 59-300 Lubin
+48 666 992 555 · lubinwarsztat@gmail.com
1. Submitting a complaint
Complain by email to lubinwarsztat@gmail.com, at the workshop or by post to the company address. Include contact details, vehicle or order number, the problem and requested remedy; photos and proof of service may help. A receipt is not the only evidence and is not required to accept a complaint. Our form is optional.
2. Response and rights
Consumer complaints receive a response on paper or another durable medium within 14 days of receipt unless a specific law provides otherwise. Missing the statutory deadline has statutory consequences. Vehicle inspection is arranged; lodging a complaint does not require paid diagnostics. Service liability follows the Civil Code; sold goods follow applicable conformity rules. Any commercial guarantee does not restrict statutory claims.
3. Withdrawal from a contract
For a distance or off-premises service contract, consumers generally have 14 days from conclusion to withdraw. This does not automatically apply to every contract made at the workshop. Send the statement before the deadline; no particular form is mandatory. Payments due for refund are returned without undue delay, within 14 days of receiving the statement, normally using the same payment method.
4. Starting a service early
If a consumer expressly requests work before the withdrawal period ends, we document the request and required information. Subsequent withdrawal may require proportionate payment for work properly completed if statutory conditions are met. Losing the right after full performance of a paid service requires prior express consent and acknowledgement of the consequence. The exception for expressly requested urgent repair is limited by law and does not automatically cover extra services.
5. Assistance and statement
Consumers may contact a consumer ombudsman or Inspekcja Handlowa; see polubowne.uokik.gov.pl. After an unresolved complaint we provide the required position on participation in out-of-court proceedings. Example withdrawal statement: “I withdraw from the contract for [service] concluded on [date]. Name, address, date; signature for paper only.” Send to VIVA AUTO GROUP sp. z o.o. at the address or email on this page.