Agreed functionality guarantee
We will fix a material defect. If we fail to do so within the stated period, you can get your money back.
The guarantee covers the agreed standard functionality. Expected savings are a conditional estimate; neither non-use of the application nor a shortfall against the estimate gives rise to a refund.
Version 1.0, dated 8 September 2026.
Material defect
A discrepancy with the agreed functionality that prevents or fundamentally limits the agreed document processing.
15 business days
The period for a fix, from delivery of your report. We confirm receipt of the report within 2 business days.
Money back
The first monthly fee and the price of the standard initial setup, refunded within 14 calendar days.
These terms are intended for customers who acquire FaktApp for the purposes of their business. They apply only where they were agreed in this version as part of an offer or a contract. The provider is the contractual provider of FaktApp; its identity and contact details are stated in the offer and the contract.
This English text is a courtesy translation. The wording that was part of the concluded agreement is the one that applies.
Expected savings and use of the application
Expected savings are an estimate based on the customer’s data, and they assume that FaktApp is used within the agreed scope and according to the agreed procedure. The actual benefit also depends on the volume and mix of documents, user adoption and how the customer organises their work. The savings estimate is not a guaranteed outcome, and falling short of it does not in itself give rise to a claim for a refund, not even where the application is being used.
Time saved represents freed-up working capacity. Only genuinely reduced expenditure can be described as a financial saving. The value of freed-up capacity stated in an offer is before the price of FaktApp is deducted, unless a documented calculation expressly states otherwise. Not using the application, or using it to a lesser extent, does not in itself give rise to a claim for a refund. Where use is prevented by a material defect in FaktApp, the situation is assessed under the terms below.
What we guarantee
If a material defect in the agreed standard functionality appears during the first 30 calendar days from go-live of FaktApp and we do not remedy it under the terms below, you may terminate the service and get back the first monthly fee and the price of the standard initial setup.
The guarantee is provided by the FaktApp provider stated in your contract. It applies to the Basic, Accounting and Enterprise editions, to the extent of the standard features and supported connections expressly agreed in the offer or the contract.
The agreed scope means in particular the specific process, the supported document types, the accounting system and its supported version, and the agreed inputs, outputs and capacity limits. Before operation begins, we will jointly confirm how the functionality will be verified on the customer’s representative documents.
What counts as a material defect
A material defect is a demonstrable discrepancy between FaktApp and the agreed functionality that prevents or fundamentally limits the agreed processing of documents. It may also be a missing feature that we expressly included in the agreed standard scope, or a defect in our standard configuration.
One example is a repeated failure of the agreed export on the FaktApp side where the agreed technical conditions are met. Minor cosmetic shortcomings without a material impact on the agreed process are not covered by this guarantee.
A defect can be evidenced by application logs, specific documents or joint verification. It need not be reproducible on every attempt, provided it is otherwise demonstrable. You do not have to identify the technical cause yourself.
When the guarantee starts and how to report a defect
We will jointly confirm the start of the guarantee in writing in the go-live record. That is the day on which the standard configuration is complete and the agreed standard process is ready for live use. Merely creating an account does not start the guarantee. A material defect preventing go-live is dealt with before handover under the contract; it cannot be circumvented by formally declaring the configuration complete.
The guarantee covers defects that appear during the first 30 calendar days from go-live. Report them without undue delay, and no later than 45 calendar days from go-live. Send the report in writing to the support contact stated in the contract, or as a reply to the go-live e-mail.
State the company, the instance concerned, a description of the expected and the actual behaviour, when the problem appeared, and any available example. Share documents by the agreed secure means; do not send access passwords by e-mail. A timely, comprehensible report preserves your claim even if you supply the technical evidence afterwards.
How the remedy works
We confirm receipt of the report within 2 business days. We will investigate the defect and tell you the outcome, the remedy plan and the person responsible.
We have 15 business days from delivery of the report to remedy a material defect. Where evidence or access necessary for the investigation or the fix is missing, we will request it specifically. The period is suspended only for as long as we are waiting for that necessary cooperation; we will confirm the start and the end of the suspension in writing. Neither our internal capacity nor merely waiting for an assessment extends the period. Business days are Monday to Friday, excluding public and other holidays in the Czech Republic.
You will give us reasonable cooperation and allow the fix to be verified. We will evidence the fix by verifying the process concerned. We treat a workaround as a remedy of the defect only where it restores the agreed outcome without material additional manual work, cost or security limitation. A temporary way around the problem that does not meet these conditions will be accepted as a solution only with your written consent.
If we do not remedy the defect within that period, or if we confirm in writing beforehand that we are unable to remedy it, you become entitled to use the money-back option. A defect reported in time stays under resolution even after the 30 or 45 days have passed. Continuing with the fix after the period is possible by agreement and does not in itself mean the loss of the right to a refund.
What the guarantee does not cover
Not using the application
A deployment postponed by the customer, lack of time, staff not being involved, or a change of internal priorities. Where use is prevented by a material defect in FaktApp, however, this exclusion does not apply.
Subjective preferences
Dissatisfaction with colours, appearance, the placement of elements, or a different way of working. A functional defect in the interface that prevents the agreed process is assessed in the same way as any other defect in the application.
Business outcomes
Failing to reach the expected time savings, return on investment, higher productivity or another economic outcome does not in itself give rise to a claim under this guarantee.
Requirements beyond the agreement
New features, other systems, a larger data volume or additional processes that are not part of the agreed scope. A standard feature that was expressly promised cannot be reclassified afterwards as a new requirement.
Causes outside FaktApp
A demonstrated defect or unavailability of a third-party system, unsupported inputs, or customer actions contrary to the agreed conditions, where those very circumstances caused the problem. The mere involvement of a third party is not a reason to reject the guarantee.
Custom integrations and development
Only work and components identified in advance and separately in the offer as custom development or integration, with a defined scope and price. Their handover, fixes and settlement are governed by the relevant contract. The exclusion applies to those items and to defects caused by them, and not automatically to the whole of FaktApp. A standard supported connector included in the agreed standard scope remains covered.
Document extraction is assessed against the agreed inputs and criteria. The need to check an individual AI output is not in itself a material defect where it matches the way of working agreed in advance. A systematic failure to meet an agreed criterion cannot be rejected merely by pointing to the use of AI.
Refund and termination
Once the right to a refund has arisen, you notify us in writing that you are using the guarantee. The FaktApp subscription concerned ends upon delivery of that notice, with no ordinary notice period and no early termination fee.
Within 14 calendar days of delivery of the notice, we will refund the first monthly fee actually paid and the price actually paid for the standard initial setup of the subscription concerned. For an annual or other longer prepayment, the first month is determined pro rata from the price actually paid. We will also refund the unused part of the subscription for the period after termination. The refund will include any applicable VAT that was charged, and we will issue the corresponding accounting document.
The refund of the standard setup does not include separately priced custom development or integrations, separate third-party licences, or other separately agreed services. Where the price is stated as a lump sum, the split of these items must be agreed in the offer itself, not afterwards when the guarantee is invoked. The fee for any further period that has already elapsed is not part of this automatic refund; other rights arising from defective performance are not affected.
Where there are multiple instances or client companies, the scope of the termination and the refund follows the agreed subscription. Where a single plan is sold as an indivisible whole, the guarantee applies to that whole; splitting the refund by the number of clients cannot be introduced afterwards.
The refund does not automatically terminate separate contracts for custom development or integrations. Their continued existence and settlement are governed by their own terms.
After termination we will enable a standard export of your data for 30 calendar days at no further fee, or carry it out for you if the reported defect prevents it. This access serves to take over the data. The subsequent retention and deletion of data are governed by the contract and by the personal data processing rules.
How these terms relate to the contract
This guarantee is an additional contractual undertaking. It does not limit rights arising from defective performance, or any other rights granted to the customer by the contract or by law. Defects identified after this guarantee has ended are likewise dealt with under the contract and the applicable support rules.
The wording of the guarantee that was part of the concluded agreement is the one that applies. Individual arrangements in the contract prevail. A later change to the text on this website does not alter contracts already concluded or guarantees agreed earlier.
Want the guarantee in your offer?
Get in touch and we will go through your process together, agree the scope covered and how it will be verified on your own documents. The guarantee then becomes part of the offer.