REFUND AND COMPLAINTS POLICY

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ZOUKTIME! events are organised by LP events company. 

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Introductory Provisions
This complaint policy is issued by the organizer of LP events for the purpose of informing visitors about the scope, conditions and method of exercising the right from defective performance ("complaint") in cases where, despite the best efforts of the organizer, the visitor finds a legitimate reason to file a complaint about the quality of the service provided. The visitor is obliged to check everything immediately and confirm that everything corresponds to his order.
The sale of a festival full pass is considered a contract for the use of free time, which must be fulfilled in a certain period, and therefore the consumer cannot, in the sense of § 1837 letter j) of Act No. 89/2012 Coll., Civil Code, as amended, withdraw from the contract. It is not possible to return a festival pass or tickets without giving a reason, it is possible to claim tickets only in the cases specified above in this complaint procedure.

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When a complaint is not possible
We would like to point out that only the discrepancy between the provided service and the contract can be complained about, not the result of the service. The organizer does not provide compensation for obstacles that arose on the part of the visitor, whether due to inattention, the fault of the visitor or a third party, his/her non-participation in the program or circumstances beyond the organizer's control. The paid entrance fee is non-refundable, unless expressly stated otherwise in this complaint policy.

Program changes
The organizer reserves the right to operationally change the program to any extent without giving a reason.

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Complaint processing procedure
Complaints must be made without undue delay after the defect has been discovered. After the end of the program, it is no longer possible to request an exchange or replacement of the ticket. The visitor can make a claim for tickets by e-mailing zouktimeteam@gmail.com. In the event of a complaint, we recommend submitting an undamaged ticket/invoice, a detailed description of the claimed defect, contact details (address, telephone, e-mail) and the desired method of handling the complaint. The condition for handling the complaint is the provision of the required cooperation, in particular to enable the organizer (manufacturer) to review the complained of defect. The organizer will decide on the complaint immediately, in complex cases within 3 days. The complaint will be handled without undue delay, no later than 30 days from the day the complaint is made, unless a longer period is agreed upon.
The visitor will be issued with a confirmation of receipt of the complaint, including the required method of handling, and subsequently a confirmation of the handling of the complaint, or a written justification for the rejection of the complaint.

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Final Provisions
If the consumer visitor is not satisfied with the handling of the complaint in terms of content, i.e. especially with the rejection of the complaint, or with insufficient satisfaction of claims from a claim that has been recognized, it is possible to turn to the Czech Trade Inspection.
The complaining visitor agrees that the organizer keeps his personal data listed in the complaint in its records for a period of five years from the time the complaint is processed.

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The complaints procedure becomes valid and effective on March 1, 2024.

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