📋 Claim Conditions – Specification

For B2B clients – water park operators

This document establishes the conditions under which claims for PVC inflatable products can be filed.

Get to know all the provisions of the Complaints Procedure

For general usage and maintenance information, see Education Guide.

Article 1 – Subject and Scope

1.1. These conditions regulate the procedure for filing claims for PVC inflatable products (hereinafter “products”) supplied by GAMATEX SR, s.r.o. domain operator https://ekofakt.com/ (hereinafter “supplier”) to business partners – water park operators (hereinafter “customer”).

1.2. Claims apply exclusively to manufacturing defects of products that manifested during the warranty period and were not caused by:

normal wear and tear,
incorrect use,
mechanical damage,
external influences (chemical degradation, UV radiation, temperature changes),
failure to comply with operating conditions stated in product in product instructions.

1.3. PVC inflatable products are consumable items. Their lifespan depends on operating conditions and can vary significantly. For more information, see Wear and Tear & Product Life.

Article 2 – What Is NOT a Reason for Claim

2.1. The supplier will not recognize a claim in cases where damage was caused or contributed to by the following:

Nr.	Exclusion Reason	Explanation
2.1.1	Wear from normal use	Natural aging of PVC material during normal operation. Lifespan of 3–24 months is normal.
2.1.2	Incorrect pressure	Operating pressure above 4.5 kPa (lazy river) or above 3.0 kPa (slide), or below minimum recommended pressure.
2.1.3	Dragging on ground	Transporting products over rough concrete surfaces without using transport elevators.
2.1.4	Overload	Exceeding the maximum load capacity marked on the product.
2.1.5	Excessive handle stress	Repeated heavy strain on the handles – cracks in the area around the handle can be a common sign of heavy strain.
2.1.6	Chemical degradation	Damage by chlorine compounds, chloramines, or other pool water chemicals.
2.1.7	UV radiation	Material degradation from prolonged direct sunlight during storage.
2.1.8	Temperature changes	Damage caused by temperature fluctuation without regular pressure checks.
2.1.9	Incorrect repair	Damage caused or worsened by incorrect repair by the customer.
2.1.10	Late repair – Damage Increase	Damage that spread because the customer did not repair it in time.
2.1.11	Insufficient quantity	Customer ordered significantly fewer products than recommended (10–15 pcs for high-traffic slide), leading to excessive load per product.

2.2. For a detailed list of the most common causes of damage and their prevention, see Most Common Causes of Damage.

Article 3 – Warranty Period

3.1. The warranty period for products is 12 months from the date of delivery, unless otherwise agreed in the purchase contract.

3.2. The period of wear and tear or destruction of the products may be much shorter. See Most Common Causes of Damage.

3.2. The warranty applies only to manufacturing defects that existed at the time of receipt of the product acceptance or manifested during the warranty period.

3.3. The warranty does not apply to damages listed in Article 2 of these conditions.

Article 4 – Mandatory Documentation for Claims

⚠️ Claims without complete documentation will NOT be accepted.

4.1. The customer is required to submit the following documentation when filing a claim:

Nr.	Item	Explanation
1.	Product type number	Located inside the arrow on the front of the product. Each product contains an RFID TAG readable by a UHF reader.
2.	Serial number	Photo of the serial number on the product.
3.	Delivery date	According to delivery note or invoice.
4.	Place of use	Specify: lazy river / water slide / wave pool.
5.	Description of how damage occurred	Time and factual circumstances – when the damage appeared, under what conditions the product was used.
6.	Detailed photos of damage	Minimum resolution 1920×1080 px, macro mode, good lighting.
7.	Overall product photos	Photos of entire front and back of product for context.
8.	Photo of inflation device	Compressor or pump – manufacturer, type, output pressure.
9.	Photo of measuring device	Pressure gauge – type, measuring range, calibration certificate (if available).
10.	Pressure check frequency	Daily / weekly / monthly / never – state the actual practice.
11.	Name and contact of responsible person	Person responsible for product maintenance – name, phone, email.
12.	Storage conditions	Direct sun / shade, temperature, humidity, storage method.
13.	Operating conditions	Water chemical composition (pH, chlorine), type of disinfection, water change frequency.
14.	Repair history	Whether the product was previously repaired, when, how, photos of previous patches.
15.	Daily control record	Records of pressure, usage count, detected damage, repairs performed (at least last 30 days).
16.	Staff training confirmation	Document that the responsible person completed training from the supplier or read the user manual.
17.	Photo of transport surface	Whether transport elevators are available, or products are dragged over rough concrete.
18.	Weight control document	Whether users are weighed before slide entry, or not.
19.	Water chemical analysis	At least 1× per season (pH, free chlorine, combined chlorine/chloramines).
20.	Number of products in operation	How many products are available for the given slide/river – whether it matches the recommended quantity.

4.2. If photos are of sufficiently high quality, the supplier can analyze the problem remotely without needing to send the product.

For details, see Claim Assessment and to start a claim, fill out the document Claim Protocol

Article 5 – Claim Filing Procedure

5.1. The customer files a claim by sending complete documentation according to Article 4 to email: [ekofakt.sk@gmail.com or info@ekofakt.com].

5.2. The claim should be filed by a competent or an authorized person.

5.3. The claimed product must not be used further after damage is detected. Continued use may lead to claim rejection.

5.4. The supplier will confirm claim receipt within 5 business days.

Article 6 – Assessment Procedure

6.1. The supplier can carry out an assessment based on the submitted documentation (remote assessment) in agreement with the customer – this can simplify the procedure and reduce costs.

6.2. If the customer requests a physical assessment, the customer sends the products at his own expense to the supplier’s address. It is necessary to clean the products from grease and mechanical dirt before sending. The supplier may return dirty products without assessment of the complaint the complaint at the expense of the customer.

6.3. The assessment period is approximately 30 days from receipt of complete documentation.

6.4. If necessary, the supplier will consult the damage with the manufacturer. In such a case, the assessment of the complaint may be extended by a reasonable number of days.

Article 7 – Claim Result

7.1. Accepted claim (manufacturing defect): The supplier will propose repair or replacement of the product at their expense.

7.2. Rejected claim:

The product will be returned to the customer at their expense, or
The product will be disposed of without compensation at the customer’s request.

7.3. The customer will be informed of the claim result in writing or by email.

Article 8 – Final Provisions

8.1. These conditions are valid from [January 1, 2026] and supersede all previous versions.

8.2. The supplier reserves the right to change these conditions at any time. Changes take effect on the date of publication on the website.

8.3. For matters not regulated by these conditions, the relevant provisions of the Commercial Code of the Slovak Republic and the supplier’s Terms and Conditions apply.