FlipKing Pro Complaints Procedure

0. Refunds via Stripe (effective 14 May 2026)

Refunds are made exclusively via Stripe — Stripe simultaneously reverses the Tipster's payout and refunds the Operator's commission. The refund appears on the buyer's original card within 5–10 business days. The Provider also issues a corrective tax document (credit note) under § 42 of the VAT Act through its accounting system and delivers it to the buyer by e-mail.

Submit your complaint by e-mail to [email protected], stating the purchase number (the order or payment number from the confirmation e-mail, or the invoice number). The processing period is 30 days under § 19(3) of Act No. 634/1992 Coll.

1. Introductory provisions

This Complaints Procedure governs the process for exercising rights arising from defective performance with respect to the service and digital content provided on the FlipKing Pro Platform. The Provider is Maxim Ponomarenko, Company ID (IČO) 73988146, VAT ID (DIČ) CZ8507074378, náměstí Naděje 771, 566 01 Vysoké Mýto. The Complaints Procedure is an integral part of the Terms and Conditions and supplements them.

2. Scope of rights arising from defective performance

For digital content and services provided on the Platform, rights and obligations are governed in particular by § 2389a to § 2389u of Act No. 89/2012 Coll. (the Civil Code, as amended by Amendment No. 374/2022 Coll.) and by Act No. 634/1992 Coll. on Consumer Protection.

A Buyer who is a consumer may in particular file a complaint regarding the following defects:

• The tip contains demonstrably untrue information about the property (address, price, condition, contact) at the moment of its unlocking.
• The tip infringes the rights of third parties (copyright, personality rights).
• The digital content is inaccessible due to a technical fault lasting longer than 48 hours.
• Credits were deducted in error or invoicing was incorrect.
• The service exhibits another defect preventing its ordinary use.

3. Time limits

• Complaints about defects of digital content (a tip): the statutory period of 24 months from the unlocking of the tip under § 2389a et seq. of the Civil Code. The Operator recommends reporting a defect without undue delay after its discovery, preferably within 14 days, for faster processing — however, this recommended period does not replace the consumer's statutory 24-month right.
• Complaints about a payment / FK: 24 months from the date of the transaction.
• Resolution of a complaint: no later than 30 calendar days from its submission. After this period expires, the consumer may withdraw from the contract or claim a reasonable discount (§ 19(4) of Act No. 634/1992 Coll.). To the extent that § 19(3) of Act No. 634/1992 Coll. does not apply to the performance (pure digital content), the Operator accepts the 30-day period as its own contractual commitment beyond the statutory requirements.
• The Operator shall issue the consumer with written confirmation of receipt of the complaint without undue delay, followed by confirmation of the manner of its resolution.

4. Filing a complaint

Submit complaints:

• By e-mail to [email protected] — the preferred channel.
• In writing to the place of business address: náměstí Naděje 771, 566 01 Vysoké Mýto.

5. Manner of resolution

The refund is made exclusively via Stripe (payment refund) to the original payment instrument (the card from which the payment was made). No refunds are made to the internal FK wallet. The refund is initiated within 3 business days of the complaint being upheld; the transfer to the customer's account takes 2–7 business days depending on the rules of the bank / card issuer. A corrective tax document (credit note) under § 42 of the VAT Act is issued automatically and sent to the Buyer by e-mail.

• Refund of Marketplace performance (tip, bounty) — refund via Stripe to the Buyer's original payment instrument. With direct payment splitting at the Stripe level, Stripe simultaneously claws back the corresponding payout from the Tipster's connected Stripe account, or debits the Tipster's future payouts if there are insufficient funds. The Operator issues a corrective tax document under § 42 of the VAT Act for its own supplies (correction of the document for its own commission, any fees); the tax settlement of the tip price vis-à-vis the Buyer is governed by the Tipster's tax status (VAT payer / non-payer).
• Refund of Purchased FK (top-up for the Operator's services — ČÚZK extracts, Valuo valuations, AI summaries of listings) — payment refund via Stripe against the original top-up payment plus a corrective tax document for the payment receipt. If the Buyer has in the meantime already consumed part of the Purchased FK on the Operator's paid services, the refund is proportionally reduced by the consumed part; a tax document for the usage (21% VAT) was issued for the consumed part and that part is not refunded.
• Dispute / chargeback — the Buyer is entitled to file a dispute with their card issuer, usually within 30–120 days (depending on the rules of the card scheme, e.g. Visa, Mastercard); the dispute proceedings take place exclusively between the Buyer, their bank, Stripe and (for marketplace transactions) the Tipster. The Operator will provide cooperation in the dispute (transaction documentation and internal records).
• A reasonable price discount or subsequent correction of the data — by agreement with the Buyer (a Stripe refund of the difference between the original price and the agreed discount).
• Withdrawal from the contract in the event of a material breach — a full Stripe Refund.

5.1 Complaint resolution period

A complaint is resolved no later than 30 calendar days from its submission (§ 19(3) of Act No. 634/1992 Coll. on Consumer Protection). To the extent that § 19(3) of Act No. 634/1992 Coll. does not apply to the performance (pure digital content), the Operator accepts the 30-day period as its own contractual commitment beyond the statutory requirements. The Stripe Refund is initiated within 3 business days of a positive resolution; crediting to the Buyer's account depends on processing by the bank / card issuer (typically 2–7 business days).

5.2 Historical wallets (legacy balance)

Historical balances of the previous wallets (Earned FK and Legacy FK) were merged into a single FlipKredits balance as of 14 May 2026. After 14 May 2026, all refunds are made exclusively via Stripe (payment refund) to the original payment instrument — no refunds are made to the internal FK wallet.

The Operator shall duly state the reasons for rejecting a complaint. Against a rejection, the Buyer may turn to out-of-court dispute resolution at the Czech Trade Inspection Authority (adr.coi.cz), which is the body for out-of-court resolution of consumer disputes under Act No. 634/1992 Coll.

6. Limitation of liability for a change of circumstances

The following are not considered defects:

• A change of circumstances occurring after the unlocking of the tip which neither the Tipster nor the Operator could have influenced (e.g. the sale of the property to another interested party only after the tip was unlocked), provided the information was true and complete at the moment of unlocking.
• Unavailability of the service due to force majeure or a third-party outage beyond the Operator's control lasting less than 48 hours.

The consumer's statutory rights under § 2389a et seq. of the Civil Code remain fully preserved.

7. Contact

Complaints department: [email protected]. Responses on business days, usually within 2 business days.