Complaints and Refunds Policy

1. General rules

This Policy sets out the rules for handling complaints and making refunds in connection with the sale of Tickets on the https://www.drugidom.club Website. The Seller and the entity handling complaints is ART SOUND Maciej Kosmalski (details in the Regulations). Contact: tickets@drugidom.club or in writing to the registered address.

2. No right of withdrawal from the contract

Tickets concern Events taking place on a designated day or period. Pursuant to Article 38(12) of the Consumer Rights Act, the Consumer has no right to withdraw from a distance contract. The mere fact of resigning from participation does not constitute grounds for a refund of the price, subject to the cases described below.

3. Refund in the case of Event cancellation

If an Event is cancelled, a refund of the full Ticket price is due, using the same payment method, via the Payment Operator, promptly and no later than within 14 days of being informed of the cancellation (the time for the funds to be credited depends on the bank or payment provider). After the refund is made, the associated Tickets are invalidated.

4. Rescheduling of the Event

In the case of rescheduling, the Ticket remains valid for the new date. If the new date does not suit the Buyer, they may request a refund of the price within 14 days of the change being announced.

5. Complaints

A complaint may be submitted in particular in the case of:

• non-receipt of the Ticket despite payment having been made;
• a defective or illegible QR Code;
• the Event materially not matching its description;
• payment being collected without a Ticket being issued;
• other irregularities in the performance of the contract.

A complaint should include the Order number, the e-mail address used for the purchase, a description of the problem and the request. The Seller examines the complaint no later than within 14 days of receipt and informs of the outcome. If upheld — the Seller re-delivers the Ticket, issues a new Ticket, or refunds the price.

6. Special situations

If, at entry, the QR Code is marked as "used" and the Buyer disputes this, staff may verify the scan history and, in justified cases, allow entry. Refusal of entry for reasons attributable to the participant (in particular breach of the Event rules, intoxication, lack of the required age) does not constitute grounds for a refund. Changes to the programme, line-up, times or order of performances, as well as unfavourable weather conditions at open-air Events — if the Event took place in accordance with the Organizer's decision — do not constitute grounds for a refund (§ 10 of the Regulations).

7. Chargebacks, unused ticket, disputes

In the event a chargeback is initiated, the Seller reserves the right to invalidate the associated Tickets and to present the transaction documentation. Failure to use a Ticket for an Event that took place as described does not constitute grounds for a refund. Information on out-of-court methods of handling complaints and pursuing claims is contained in the Regulations (§ 15).