Complaints and liability for conformity with the contract

This document concerns the MapEngine program and the services included in the purchase. I do not sell devices for programming vehicles. I do not give an extra guarantee of a specific analysis result.

For non-delivery and for lack of conformity of digital content or a digital service with the contract, I am liable under Chapter 5b of the Consumer Rights Act (in particular Articles 43j–43q). I also apply this protection to a natural person who meets the conditions of Article 7aa of the Act. The rules on unfair contract terms apply to persons to whom the law grants them.

Where a service is provided continuously, I am liable for conformity with the contract throughout the agreed access period. Where it is provided once or in parts, the statutory deadlines and rules apply. Updates required by law, including security updates, are provided during the access period.

I assess conformity by: the agreed functionality, compatibility, interoperability with other programs, availability, security, other requirements of the law and binding public assurances. Before purchase I show the system requirements, the scope of services, the allowances and the limits of matching. Accepting the terms does not replace a separate, express consent to a specific departure from the conformity requirements, where the law requires such consent.

I recognise maps from similarity to reference patterns, not from ready-made definitions of every map. You judge coverage by the “Database capabilities” tab. A family on the list does not mean every file or element is recognised. A controller that is not on the list is outside the offer. The DTC module, described in the Terms (§5), decodes codes in the file for the listed families.

I assess problems that depend on your environment or on external tools according to their causes. I do not automatically reject a complaint just because an antivirus is running, a provider had an outage, an update is missing or a match was wrong. I may ask for reasonable help with diagnosis that is as little burdensome as possible. I do not ask for a password, a licence key or unlimited access to your computer.

Write to contact@mapengine.pro or through support in the portal. It helps me to have: the e-mail used for the purchase, the transaction number, a description of the problem, the program version and what you expect. Screenshots and samples are optional unless they are really needed to establish the problem. I do not require a particular form, a full technical report or the original invoice.

I reply to a consumer’s complaint within 14 days of receiving it, on paper or another durable medium (for example by e-mail), in accordance with Article 7a of the Consumer Rights Act, unless a special provision states otherwise. A request for additional information does not restart that period and does not automatically suspend it. If I do not reply in time, the effect provided by the Act follows (the complaint is deemed accepted). The reply deadline does not mean that every repair must be finished within 14 days. For other requests my aim is a reply within 2 working days.

The publisher handles complaints about the program and services. PayPro as seller handles transaction and purchase-document matters; the entity and contact channel are identified in the order confirmation. I will forward a request sent to me to the appropriate party where needed. This allocation of support does not limit the statutory liability of the publisher or seller.

Non-delivery. As a rule you first call on me to deliver, and if I fail to do so you may withdraw from the contract under Article 43j. There are cases where a prior request is not needed.

Lack of conformity with the contract. You may demand that the product be brought into conformity free of charge, within a reasonable time and without significant inconvenience (Article 43m). I may refuse only in the statutory cases, for example where bringing it into conformity is impossible or would cost disproportionately much.

Price reduction or withdrawal. These are available in the situations in Article 43n, among others where the repair has failed, conformity cannot be restored, or the lack of conformity is so significant that this can be demanded immediately. For a paid service, an insignificant lack of conformity does not entitle you to withdraw, but the Act provides a presumption that the lack of conformity is significant. I do not replace a refund that is due by a forced extension of access. For continuous access, the settlement takes into account the period in which the service conformed, the period of non-conformity and the unperformed part (Article 43o). I pay a refund due on these grounds no later than 14 days from receiving your statement.

Change to the service. Where a change affects the use of the service in a significant and adverse way, Articles 43p and 43q apply: I inform you in advance on a durable medium and you may terminate the contract within 30 days of the change (or of later receiving the information), unless you keep free access to the unchanged version that conforms with the contract.

Towards a business that does not have consumer protection, I give no additional guarantee and, to the extent the law permits, I exclude the statutory warranty for defects (where the rules on it may apply). The exclusion does not cover fraudulently concealed defects or liability that cannot be excluded. It does not remove the obligation to perform the contract.

You may turn for help to a consumer ombudsman or to a body authorised for out-of-court dispute resolution. If a complaint does not resolve the dispute, I will give you a statement on whether I agree to take part in such proceedings, with the required information on a durable medium. I do not replace this obligation by the terms. Information: https://polubowne.uokik.gov.pl. The European Commission’s ODR platform has been closed and is not a reporting channel. The right to go to court remains unaffected.

I use the data from a report to handle it and to keep records to a justified extent, in accordance with the privacy information. I do not require marketing consent as a condition of considering a complaint.

Withdrawal from a purchase without raising a lack of conformity is governed by the separate Withdrawal and refund policy: https://mapengine.pro/refunds. A prior technical complaint is not a condition for exercising this right.