COMPLAINT POLICY
1. Introductory Provisions
1.1 This complaint policy governs the procedure for filing complaints about services provided by RESTARTSTAGE PRODUCTION - FZCO, branch office, with its registered office at Žitná 562/10, Nové Město, 120 00 Prague 2, ID No.: 22161104 (hereinafter referred to as the "Provider"), within the operation of a web platform for booking music performers and the online promotion of concerts. 1.2 This complaint policy is issued in accordance with the Civil Code (Act No. 89/2012 Coll.), the Consumer Protection Act (Act No. 634/1992 Coll.), and other legal regulations. 1.3 The complaint policy is an integral part of the Provider’s Terms and Conditions and is published on the Provider’s website.
2. Scope of Application
2.1 This complaint policy applies to services provided directly by the Provider, in particular online concert promotion services. 2.2 This complaint policy does not apply to performers’ shows, which are the subject of separate contracts between Clients and Performers. The Provider is not a party to these contracts and is not responsible for their performance. Complaints regarding performers’ shows must be lodged directly with the relevant performer.
3. Rights for Defective Performance
3.1 The Provider is responsible to the Client for ensuring that the services provided by the Provider comply with the contract concluded, especially in terms of the agreed scope, timing, and quality. 3.2 If the service has defects, the Client has the following rights: a) the right to have the defect remedied, b) the right to a reasonable discount on the service price, c) the right to withdraw from the contract (only in the case of a substantial defect preventing proper use of the service). 3.3 The Client must file a complaint without undue delay after discovering the defect, but no later than 30 days after the service provision has ended.
4. How to File a Complaint
4.1 The Client can file a complaint in writing by email to ondrej@restartbooking.com or by postal mail to the Provider’s registered office. 4.2 The complaint must include: a) the Client’s identification (name, surname, contact details), b) a description of the service and the defect, c) the desired way of resolving the complaint (remedy of defect, discount, withdrawal from the contract). 4.3 The Provider is obliged to process the complaint without undue delay, at the latest within 30 days of its receipt, unless agreed otherwise with the Client. 4.4 The Client will be informed of the complaint’s outcome by email or in writing. 4.5 If the complaint is deemed justified, the Provider will rectify the situation in accordance with the Client’s requirements and legal regulations.
5. Final Provisions
5.1 This complaint policy takes effect on the day it is published on the Provider’s website. 5.2 The Provider reserves the right to change this complaint policy at any time. The Client will be informed of any changes through the Provider’s website. 5.3 This complaint policy is valid and effective from January 1, 2025.