Terms of Service

§1 Subject Matter and Nature of the Service

These Terms of Service govern the provision by SilentArc sp. z o.o. (hereinafter "Service Provider") of child sleep and nutrition consultation services through the Complainer platform at complainer.pl.

The service is educational and informational in nature. The report is prepared on the basis of answers provided by the parent or legal guardian, using an expert knowledge base. The report does not constitute medical advice, a medical diagnosis, or a therapeutic recommendation. If you have concerns about your child's health, please consult a doctor.

§2 Conclusion of Contract and Service Completion

1. The contract is concluded at the moment the Customer's payment is confirmed by Stripe.
2. The service is considered fully performed when the consultation report is made available to the Customer in their client dashboard (/dashboard).
3. The Customer expressly requests commencement of the service before the 14-day withdrawal period expires (pursuant to Art. 7(3) of Directive 2011/83/EU — Consumer Rights Directive).

§3 Prices and Payment

1. All prices shown are gross (VAT inclusive).
2. Current pricing: Sleep Consultation — 22.99 EUR, Nutrition Consultation — 22.99 EUR.
3. Payments are processed by Stripe, Inc. The Service Provider does not store card data.

§4 Right of Withdrawal

1. Consumers have the right to withdraw from a distance contract within 14 days, without giving a reason (EU Consumer Rights Directive).
2. Exception: By completing the order form, the Customer expressly requests performance of the service before the withdrawal period expires and acknowledges that upon full performance of the service (delivery of the report) the right of withdrawal is lost (Art. 16(a) CRD).
3. To exercise the right of withdrawal before report delivery, email: odstapienia@complainer.pl.

§5 Complaints — Digital Content

1. The Customer may submit a complaint regarding the report under the statutory rights governing non-conformity of digital content with the contract.
2. Submit via: reklamacje@complainer.pl or complainer.eu/complaints. Please include your name, email, and a description of the issue.
3. The Service Provider will respond within 14 days of receiving the complaint.
4. Remedy order: (a) repair/supplement the report at no charge → (b) price reduction → (c) contract termination with full refund (for material defects).

§6 Alternative Dispute Resolution

EU consumers may use the following out-of-court dispute resolution mechanisms:

• National ADR authorities in your country of residence.

Use of these methods is voluntary and does not preclude legal action.

§7 Data Protection

Data processing, including child health data, is described in the Privacy Policy.

§8 General Provisions

1. Polish law governs this contract.
2. The Service Provider may update these Terms with 14 days' notice by email.
3. Matters not covered herein are governed by the Polish Civil Code and consumer protection law.

§9 Service Limitations and Warning Signs

1. No guarantee of a specific outcome. The Service Provider does not guarantee that a specific result will be achieved (e.g., improved sleep or eating habits within a certain timeframe), as the outcome depends on the completeness of the information provided, the child's health and development, consistency of implementation, and other factors beyond the Service Provider's control.
2. Warning signs. This service is not intended as a substitute for urgent medical consultation. If the child displays alarm symptoms — including significant weight loss, dehydration, blood in stool, persistent vomiting, choking, breathing difficulties, or fever — please consult a doctor immediately. The consultation report does not replace medical care.
3. Automated report generation. The report is created automatically based on responses provided in the form, using an expert knowledge base and analytical tools. The report may not account for all health circumstances of the child. When in doubt, the report should be reviewed with an appropriate specialist (paediatrician, dietitian, or other relevant physician).