Refund policy

COMPLAINT POLICY

 

Promotion and Education, s.r.o.

·         Registered office: V Ondřejově 941/17, 140 00 Praha 4 – Podolí

·         Establishment: Maiselova 15, 110 00 Praha 1 – Staré Město

·         Company ID: 27153037, VAT ID: CZ27153037

·         Tel.: +420 

·         E-mail: office@e-boutique.cz

 

1. Introductory Provisions

1.1. This Complaint Policy sets out the method for exercising rights arising from defective performance in relation to Digital Content provided by the Seller via the online store.

1.2. The Complaint Policy forms an integral part of the Terms and Conditions.

 

2. Subject of Complaint

2.1. The Buyer may file a complaint particularly regarding the following defects of the Digital Content:

- the digital voucher (QR code) was not delivered,

- the content is non-functional or technically inaccessible,

- the delivered content does not match the description on the website,

- the audio guide or other digital file cannot be downloaded, launched, or is damaged.

 

2.2. The Seller is not liable for defects caused by:

- the use of unsuitable equipment by the Buyer,

- non-functional or insufficient internet connectivity,

- interference by third parties (e.g., application providers, venue operators, mobile service providers).

 

3. How to File a Complaint

3.1. A complaint may be submitted:

- by e-mail: office@e-boutique.cz

- by post to the establishment: Maiselova 15, 110 00 Praha 1.

 

3.2. The Buyer shall provide:

- their name and contact e-mail,

- the order number,

- a description of the claimed defect,

- any supporting materials (screenshot, error message, etc.).

 

4. Processing of Complaint

4.1. The Seller shall process the complaint without undue delay, no later than within 30 days from its delivery.

4.2. In the case of a justified complaint, the Buyer is entitled in particular to:

- re-delivery of the Digital Content,

- access to a replacement file / functional version,

- a refund of the purchase price (if the defect cannot be remedied).

4.3. The Buyer will be informed of the outcome of the complaint by e-mail.

 

5. Costs of Complaint Procedure

5.1. The Buyer incurs no costs associated with filing a complaint.

5.2. If the complaint is unjustified (e.g., due to a technical error on the Buyer’s side), the Seller will notify the Buyer of this fact.

 

 

6. Final Provisions

6.1. This Complaint Policy becomes effective on 1 December 2025.

6.2. The Seller may unilaterally amend this Complaint Policy; the current version is available on the website.