Complaints regulations in Pod Nosem Restaurant

We invite you to read the complaint regulations of the Pod Nosem Restaurant in Cracow.

  1. The Service Provider (Restaurant) is obliged to fulfill the Orders without defects. The Service Provider is liable to the Customer under the warranty for physical and legal defects of the subject of the Order under the terms of the Civil Code.
  2. The restaurant guest (Customer) has the right to file a complaint if the services provided for in the contract between the Parties are not performed or are performed contrary to its provisions.
  3. Complaints should be submitted immediately (during consumption) orally at the restaurant site or in writing to the following address: Restauracja “Pod Nosem”, ul. Kanonicza 22, 31-002 Kraków, or to the e-mail address: [email protected], within the shelf life of a given Meal.
  4. The complaint should contain the data of the person submitting the complaint (name and surname, correspondence address, optionally – e-mail address and contact telephone number), indication of the reason for the complaint and the content of the request.
  5. The entity responsible for considering the complaint is the Service Provider.
  6. The complaint may contain one of the demands: price reduction, defect removal, replacement of the meal with a non-defective one.
  7. The restaurant may request that the complaint be supplemented by sending additional explanations, a copy or a scan of the proof of purchase (e.g. a VAT invoice or specification) to the address indicated in the request to supplement the complaint. The complaint will be considered within 14 days from the date of its submission, if it is complete, or supplemented, if required.
  8. The Service Provider will notify the person submitting the complaint about the method of considering the complaint: orally on the spot in the Restaurant, by letter sent to the address provided in the complaint or by e-mail to the e-mail address provided by the Customer.
  9. If the complaint is considered justified, the Service Provider immediately informs the Customer about it and, depending on the request, reduces the price or provides the Customer with a full-fledged Meal, and in the absence of such a possibility, returns the amount due to the Customer in the same form in which it was paid by him. The Service Provider issues the Customer with an appropriate correction of the proof of purchase (VAT correcting invoice or corrective specification) within 14 days from the date of considering the complaint.
  10. The use of a specific method of out-of-court dispute resolution is possible only with the mutual consent of the Customer and the Service Provider. Detailed procedures for out-of-court dispute resolution between the Customer and the Service Provider are available on the website of the Office of Competition and Consumer Protection:, on the websites of Provincial Inspectorates of Trade Inspection, as well as at poviat (municipal) consumer ombudsmen.
  11. A properly sent complaint is considered within 14 (fourteen) days. This deadline may be extended, about which the Customer will be informed by e-mail, if the consideration of the complaint requires special messages or encounters other difficulties beyond the Service Provider’s control or if it is necessary to obtain additional information from the Customer. The time of providing additional information by the Customer each time extends the time of considering the complaint.
  12. The Regulations are available on-site at the Restaurant, as well as on the website: in the Complaints Regulations tab.