People speak up even less about services than about goods. The bill is paid, the haircut is done, the coat is gone. A hairdresser, a dry cleaner, a tradesperson and a restaurant have duties towards you just as a shop does. Here are the situations in which you have something to rely on.
A price you did not expect
A charge on a restaurant bill. The price on the menu is to be the final price, and a mandatory service charge must therefore be visible in advance (Section 13(3) of the Prices Act). Already in 2017, the Czech Trade Inspection Authority (Česká obchodní inspekce) assessed the charging of a "service" that guests did not know about as a breach of the Consumer Protection Act. The law does not require a tip.
A higher price at a hairdresser or salon. They should have given you a chance to know the price of the service before you ordered it (Section 13(2) of the Prices Act, which also applies to services). If that did not happen, you have something to rely on.
A tradesperson or car repair shop over budget. If the price was governed by a budget, the contractor generally cannot raise it, even if the work cost more effort or money (Section 2620(1) and Section 2621(1) of the Civil Code). For a budget expressly marked as non-binding, the contractor must notify you of the increase without undue delay, otherwise the right to it is lost. If the increase exceeds 10% of the budget, you can withdraw from the contract. You then pay only for the part of the work that is already finished (Section 2622 of the Civil Code).
A budget guaranteed to be complete. If the tradesperson guaranteed that the budget is complete, they cannot ask for more money because further work turned out to be necessary (Section 2621(2) of the Civil Code). That is why it pays to ask for the budget in writing and with the words "completeness guaranteed".
The service did not turn out as it should have
A different haircut. The hairdresser gave you a completely different haircut from the one you wanted. A haircut, painting a flat or a repair is a work under the law. If the work does not match what you agreed, it has a defect, and the rules for defective goods apply similarly to the rights arising from it (Section 2615 of the Civil Code). In practice, what you can prove decides: a photo you showed, or a message in which you agreed the haircut.
Defects in a tradesperson’s work. Cracked tiles, a tap dripping after a repair, or electrical work not finished properly. This, too, is a defect in the work. Give notice of it in writing as soon as possible, attach photos, and state whether you want a repair or a price reduction.
Damaged or lost items
An item damaged at a dry cleaner or repair shop. Whoever takes over your item in order to do something with it is liable for damage to it, unless they prove that the damage would have occurred even otherwise (Section 2944 of the Civil Code).
A coat from a restaurant or theatre cloakroom. Where things are ordinarily left, the operator is liable for their loss or damage.
Mind the time limit: get in touch at once, no later than 15 days from the day you must have learned of the damage (Section 2945(2)). This also applies to a coat rack in a restaurant if guests ordinarily leave their coats there.
Loss of things at a hotel. The accommodation provider is liable for things you brought into the room or into premises for storing things (Section 2946 of the Civil Code). Compensation is ordinarily limited to one hundred times the price of accommodation for one night. It applies without limitation when you gave the item to the hotel for safekeeping or when its staff caused the damage (Section 2948). Report it without delay, no later than within 15 days (Section 2949 of the Civil Code). It does not apply to a car and things left in a car (Section 2947).
How to speak up
With services, proof is even more important than with goods. Photograph the bill, the damaged item or the result of the work, and keep the budget and the messages in which you made the arrangements. Put the complaint in writing and state exactly what you want: a refund of the charge, a repair, a price reduction, or compensation for damage. You will find more tips in the article How to write a complaint so the company takes it seriously.
What to do next
Is a tradesperson, a salon or a restaurant charging you more than was agreed, or have they damaged your item? Describe your situation to Legamik and Legamik will prepare a letter that you send yourself. It will also watch the time limits that are running for you.
Legamik is not a law firm and does not provide legal advice. In the case of complex disputes, we recommend consultation with a lawyer.