COMPLAINTS POLICY
Marketing Express — Tradix app s.r.o.
Version 2026-10-04, effective from 4 October 2026

1. INTRODUCTORY PROVISIONS

1.1 This complaints policy governs the rights arising from defective performance and how
    to exercise them for the Marketing Express services provided by Tradix app s.r.o.,
    Company ID (IČO) 24926370, with its registered office at Jana Zajíce 924/16, Bubeneč,
    170 00 Praha 7, registered in the Commercial Register maintained by the Municipal Court
    in Prague, Section C, Insert 446092 (the “Operator”) under the terms and conditions
    (https://marketingexpress.app/legal/terms).

1.2 Consumer rights are governed in particular by Act No. 89/2012 Coll., the Civil Code
    (občanský zákoník), including the provisions on digital content (§ 2389a et seq.), and
    by Act No. 634/1992 Coll., on Consumer Protection (zákon o ochraně spotřebitele). The
    provisions of this policy do not limit these rights.

2. WHAT A DEFECT IS

2.1 A result is defective if it does not conform to the contract, in particular if:

   a) it does not have the characteristics, scope or elements stated in the order
     (number of items, length, aspect ratio, subtitles, voice, music and the like);
   b) it does not meet the brief in its essential points;
   c) the file is corrupted or cannot be downloaded or played in a standard player or
     on a standard social network;
   d) it contains obvious technical errors, for example sound drop-outs, missing or
     frozen shots, or errors in the text compared with the materials;
   e) it is not fit for the purpose for which a result of this kind is normally used.

2.2 The following in particular are not defects:

   a) a deviation in the creative approach that is within the limits of the brief; this
     can be addressed by a revision under the terms and conditions;
   b) a characteristic resulting from the Customer’s materials (for example low
     resolution, noise or poor sound in an uploaded video);
   c) a restriction of the result by a social network under its rules (for example
     muting of commercial music);
   d) a characteristic that the Operator expressly pointed out to the Customer before
     the order.

3. TIME LIMITS

3.1 A consumer may assert a defect that becomes apparent within two years of delivery of
    the result. If a defect becomes apparent within one year of delivery, the result is
    presumed to have been defective at the time of delivery.

3.2 It is advisable to notify a defect without undue delay after the Customer discovers
    it; the sooner it is notified, the faster it can be fixed.

3.3 A business customer must notify defects without undue delay, no later than 14 days
    after delivery of the result.

4. HOW TO MAKE A COMPLAINT

4.1 You can make a complaint by sending a message on the order in your account, by
    e-mail to support@tradixapp.com or by phone at +420 775 054 042.

4.2 Please state the order number, a description of the defect (where applicable, the
    time in the video or the number of the graphic) and the remedy you request.

4.3 The Operator will confirm to you by e-mail, without undue delay, when you made the
    complaint, what it concerns and which remedy you request. Once the complaint has been
    resolved, the Operator will confirm the date and manner of its resolution or, where
    applicable, the reasons for its rejection.

5. YOUR RIGHTS

5.1 If the result is defective, you have the right to have the defect remedied free of
    charge, i.e. to a corrected or new result, within a reasonable time and without
    significant inconvenience to you.

5.2 You are entitled to a reasonable price reduction or, unless the defect is minor, you
    may withdraw from the contract if:

   a) the Operator does not remedy the defect or refuses to remedy it;
   b) the defect recurs even after it has been fixed;
   c) the defect constitutes a material breach of the contract;
   d) it is clear from the Operator’s statement or from the circumstances that the
     defect will not be remedied within a reasonable time or without significant
     inconvenience to you.

5.3 A price reduction or refund is paid within 14 days of exercising the right, by the
    same means of payment by which the price was paid. For an order paid from a subscription
    plan, the item is returned to the plan, and if the subscription has been cancelled, the
    corresponding part of the price is refunded.

5.4 Making a complaint is free of charge. You are entitled to reimbursement of the costs
    you reasonably incurred in exercising your rights arising from defective performance.

6. HANDLING OF THE COMPLAINT

6.1 The Operator decides on the complaint immediately, or within three working days in
    complex cases. It resolves the complaint, including remedying the defect, without undue
    delay and no later than 30 days from the day the complaint was made, unless it agrees a
    longer period with the consumer.

6.2 If the Operator does not resolve the complaint within this period, the consumer has
    the same rights as if the defect could not be remedied.

6.3 If you are not satisfied with how your complaint was resolved, you can turn to the
    out-of-court dispute resolution body named in the terms and conditions
    (https://marketingexpress.app/legal/terms) (Article 16) or to a court.

6.4 This complaints policy is effective from 4 October 2026.