Complaints Policy

This complaints policy sets out how to raise a complaint about training services provided by NodeonLabs s. r. o., and how we handle it.

Who provides the services

The provider of the training services is NodeonLabs s. r. o., registered office at Vajanského nábrežie 64/5, 811 02 Bratislava – Staré Mesto, Slovakia, Company ID: 57 464 031, registered in the Commercial Register of the District Court Bratislava, Section Sro, Insert No. 196669/B.

To raise a complaint, write to hello@nodeonlabs.com or send it to our registered office.

What this policy covers

This policy covers all training services provided by NodeonLabs — in-person and online courses, long-form cohorts, and access to the learning platform.

If you ordered the service as a consumer, meaning a natural person acting outside their business activity, you have rights under Act No. 108/2024 Coll. on Consumer Protection, and nothing in this policy limits them.

If you ordered the service as a business or legal entity, liability for defects is governed by the Slovak Commercial Code and by the contract we signed; this policy then applies as appropriate.

What you can complain about

You can raise a complaint in particular where:

• the course did not take place on the agreed date, in the agreed scope, or in the agreed format,
• the course content materially differed from the published program description,
• you were not given access to platform content or features that were part of the service you ordered,
• you were not issued a certificate of completion although you met the conditions for it,
• the amount invoiced does not match the agreed price.

How to raise a complaint

Raise the complaint without undue delay after you notice the problem. An email to hello@nodeonlabs.com is enough, containing:

• your identification and contact details,
• the name of the course and the date the complaint relates to,
• a description of what you are complaining about,
• what remedy you are seeking,
• proof of order or payment, if you have it.

We issue you a written confirmation of the defect notification without delay, stating the period within which we will remedy the defect; that period will not exceed 30 days from the day the defect was notified. If we are missing information needed to assess the complaint we will ask you for it — this does not affect the 30-day period.

How we handle it

We will handle your complaint no later than 30 days from the date on which it is submitted. We will inform you of the outcome in writing or by email. We may resolve the complaint in one of the following ways:

• providing the missing or replacement part of the training free of charge,
• offering an alternative course date,
• granting a reasonable discount on the price,
• refunding the price paid, in full or in part,
• rejecting the complaint with reasons.

If we do not settle the complaint within the 30-day period, you have the same rights as if the defect could not be remedied — in particular the right to withdraw from the contract or to request a refund.

Withdrawal from a distance contract

Under Section 19(1), in conjunction with Section 20(1), of Act No. 108/2024 Coll. on Consumer Protection and on Amendments and Supplements to Certain Acts, if you are a consumer and concluded the contract at a distance or away from business premises, you have the right to withdraw from the contract within 14 days without giving a reason. For a service contract, this period begins on the date the contract is concluded, not on the course start date. Under Sections 17(10) and 19(1)(a) of that Act, the right of withdrawal expires only after the service has been fully provided if performance began before the end of the 14-day period with your express consent and you also declared that you had been duly informed that you would lose the right of withdrawal once the service had been fully provided. If any of these conditions is not met, your right of withdrawal remains. If you expressly consented to performance beginning before the end of the withdrawal period and withdraw after it has begun, under Section 21(5) of that Act you must pay a proportionate part of the total agreed price for the performance actually provided.

Alternative dispute resolution

If you are not satisfied with how your complaint was handled, you may first request redress from us at hello@nodeonlabs.com. If we reject your request or do not respond within 30 days, as a consumer you have the right to submit a proposal to initiate alternative dispute resolution under Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments and Supplements to Certain Acts.

For this type of dispute, you may contact the Slovak Trade Inspection, Central Inspectorate of the Slovak Trade Inspection, Department of International Relations and Alternative Resolution of Consumer Disputes, Prievozská 32, P.O. Box 29, 827 99 Bratislava, ars@soi.sk, www.soi.sk. Proceedings before the Slovak Trade Inspection are free of charge. You may also contact another authorised legal entity included in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic if it is authorised to resolve the relevant type of dispute.

Related rules

Rules for enrolment, cancellation and rescheduling are set out on the Admissions page. Admissions and participation terms

Effective date

This complaints policy is effective from September 15, 2026. The current version is always available on this page.

Need to sort something out?

Write to hello@nodeonlabs.com and we will get back to you.