The renovation company left uneven walls and leaky windows. The plumber fixed a pipe that started leaking the following week. The repair shop fixed an appliance that broke again a month later. Services are protected by Polish law just like goods — the provisions are just slightly different and few people know them.
Legal basis: contract for specific work and Civil Code warranty
Most renovation, installation and repair services are contracts for specific work (Art. 627 CC): the contractor undertakes to complete a defined piece of work and the client undertakes to pay. The warranty provisions applicable to the sale of goods apply accordingly to defects in work (via Art. 638(1) CC), with modifications reflecting the nature of the contract.
Warranty period for defective work:
- 2 years from delivery — for work involving movable items (appliance repair, upholstery, tailoring)
- 5 years from delivery — for work involving real estate (flat renovation, construction, installations in a building) — Art. 568(1) CC
What you can claim
Under the warranty for defective work (Art. 638(1) CC in conjunction with Art. 560–561 CC):
- Removal of the defect (repair) — at the contractor's cost and within a reasonable time
- Reduction of remuneration — proportional to the extent of the defect
- Withdrawal from contract — when the defect is significant and the contractor did not remove it
Art. 560(4) CC: you cannot withdraw from the contract if the defect is insignificant. Describe the defect precisely — showing its impact on functionality or value.
When the contractor is doing the work badly — you can act before it's finished
Art. 636(1) CC: if the contractor is executing the work defectively or contrary to the contract, the client may call on the contractor to change the method of execution and set a reasonable deadline. After that deadline expires without action, the client may withdraw from the contract or commission another contractor to complete the work at the first contractor's cost and risk.
You don't have to wait for the renovation to finish to react. If you see the team doing something wrong — write formally, set a correction deadline, and document the response.
Presumption of defect — extra protection for consumers
When you order a service as a consumer from a business, Art. 556³ CC (presumption of defect) applies by analogy — if the defect appeared within one year of delivery, it is presumed to have existed at the time of delivery. The contractor must rebut this with an expert report, not just a verbal claim.
How to write an effective service complaint
A service complaint should be in writing — email or registered post. Include:
- When and what service was performed, how much you paid
- Precise description of the defect — what exactly is non-conforming with the contract or standard
- Legal basis: Art. 638 CC (warranty for defective work) or Art. 636 CC (defective execution in progress)
- Specific demand with a deadline — usually 14–30 days
If the contractor doesn't respond or refuses
- Consumer Ombudsman (if you are a private individual) — free intervention
- UOKiK — if the contractor uses unfair practices systemically
- Civil court — order for payment or simplified proceedings
- Commission another contractor at the first one's cost (Art. 636(1) CC) — but requires prior formal notice with a set deadline
Defective service? Generate a formal letter citing the Civil Code.
Describe the situation → we generate a letter citing Art. 636 or 638 CC → PDF in 5 minutes. PLN 29.