Complaints Procedure

Provider: Smart Assets s.r.o., Company ID 21461104 Effective from: 24 October 2026 Version: 24 October 2026

I. Introductory Provisions

1.1 This Complaints Procedure regulates the manner and conditions for exercising rights arising from defective performance (hereinafter "complaints") in connection with the Nemify (Property Due Diligence) service provided by Smart Assets s.r.o., Company ID 21461104, with its registered office at Veletržní 819/75, Holešovice, 170 00 Praha 7 (hereinafter the "Provider").

1.2 The Complaints Procedure is an integral part of the Terms of Service and the contract concluded between the Provider and the Customer.

1.3 It is governed in particular by the Civil Code (Act No. 89/2012 Coll.) and Act No. 634/1992 Coll., on Consumer Protection.

1.4 The provisions apply mutatis mutandis to the Free Report.

II. When a Complaint Can Be Made

2.1 The Customer has the right to lodge a complaint about a Paid Report if the report contains a defect within the meaning of Section 1914 et seq. of the Civil Code.

2.2 A Paid Report contains a defect in particular when:

a) It does not contain the promised information (under Article III of the Terms of Service). b) It contains manifestly incorrect information that cannot be explained by the state of the Data Sources. c) It is not delivered within 72 hours of payment confirmation, even though the Customer has notified the Provider of this fact in accordance with Article VI Section 6.5 of the Terms of Service. d) It is not available for download (the PDF link does not work), or it is available neither in the user account nor via the dedicated link from the e-mail, although the Customer is to have access to it under Article VI Section 6.4 of the Terms of Service.

2.3 The following do not constitute defects for complaint purposes:

a) Inaccuracies in public registries - data corresponding to the state of the Data Sources (ČÚZK including RÚIAN and WSDP, IPR Praha, OpenAQ) at the time of generation. b) Limited scope due to data availability - the Customer was informed in the report. c) Limited scope due to locality (property outside Prague). d) Investment losses - damage from the Customer's decisions based on the report. The Paid Report does not replace professional advice. e) Disagreement with AI analysis - Customer disagreement with the results of AI analysis.

III. Time Limits for Lodging a Complaint

3.1 Consumer: 24 months from delivery of the Paid Report (Section 2165(1) of the Civil Code).

3.2 Entrepreneur: 6 months from delivery of the Paid Report.

3.3 A complaint should be lodged without undue delay.

IV. How to Lodge a Complaint

4.1 A complaint may be lodged:

a) By e-mail: info@nemify.cz (subject "Complaint") b) By post: Smart Assets s.r.o., Veletržní 819/75, Holešovice, 170 00 Praha 7 c) By data box: szu9b6y

4.2 The complaint must contain:

• identification of the Customer (name, e-mail),

• identification of the order,

• date of contract conclusion / delivery of the report,

• description of the defect,

• link to the Paid Report,

• requested method of resolution.

  4.3 Without this information, the Provider cannot properly assess the complaint.

V. Complaint Handling Procedure

5.1 Acknowledgement of receipt will be confirmed by the Provider within 3 working days of receiving the complaint by any of the means listed in Article IV.

5.2 Assessment of the complaint will take place without undue delay, at the latest within 30 days of receiving the complaint.

5.3 Statutory time limit for the consumer: the complaint must be resolved within 30 days of being lodged (Section 19(3) of Act No. 634/1992 Coll.).

5.4 Accepted complaint: The Provider will inform the Customer of the resolution method and resolve it without undue delay.

5.5 Rejected complaint: The Provider will state the reason for rejection in writing and inform the Customer of the possibility of turning to ČOI or the court.

VI. Methods of Resolving a Complaint

6.1 The Customer may request:

a) Removal of the defect by delivering a corrected report - within 14 days of acceptance of the complaint. The corrected report will be delivered to the Customer in the same way as the original report (by e-mail and in the user account, if created). b) A reasonable discount on the price. c) Withdrawal from the contract with a refund of the price - in the case of a material breach of contract.

6.2 The Provider has the right to provide any of these remedies at its discretion, unless it would be unreasonably burdensome for the Customer. It will prefer repair over refund.

6.3 For defects that cannot be remedied by repair, the Customer has the right to request a discount or withdrawal.

6.4 Method of refund: in the same way as the Provider received it (usually to the payment card via Stripe), unless the Customer specifies otherwise. Refund within 14 days of acceptance of the complaint.

6.5 If the Paid Report cannot be generated or delivered for technical reasons, the Provider will terminate the contract and refund the price paid even without a formal complaint. In that case the price is refunded without undue delay and the Customer is informed of the refund by e-mail; this does not affect the Customer's right to lodge a complaint under Article II.

VII. Costs Associated with the Complaint

7.1 Lodging a complaint is free of charge.

7.2 In the case of a justified complaint, the Customer has the right to reimbursement of reasonably incurred costs.

VIII. Out-of-Court Dispute Resolution

8.1 The Consumer-Customer may contact the Provider with a request for remedy.

8.2 If the Provider does not respond to the request within 30 days or rejects it, the Consumer-Customer has the right to contact the entity for out-of-court settlement of consumer disputes:

Czech Trade Inspection Authority Central Inspectorate - ADR Department Štěpánská 796/44, 110 00 Praha 1 E-mail: adr@coi.cz Web: https://adr.coi.cz

8.3 The European Commission's online dispute resolution platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228); current information on out-of-court settlement of consumer disputes is available at https://consumer-redress.ec.europa.eu/. Out-of-court settlement with the Czech Trade Inspection Authority under Section 8.2 remains available to the Consumer-Customer.

IX. Final Provisions

9.1 This Complaints Procedure takes effect on the date stated in the header.

9.2 The Provider is entitled to unilaterally change the Complaints Procedure. It will publish any change on the Service's website at least 15 days before it takes effect and will inform Customers with user accounts of it by e-mail.

9.3 The Consumer-Customer's rights under the Civil Code and the Consumer Protection Act are not affected by this Complaints Procedure.

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This English version is provided for convenience only. In case of any discrepancy, the Czech version prevails.