Complaints and returns

§ 1. How to file a complaint

1. You can file a complaint by e-mail to kontakt@proremedium.pl or in writing to: PROREMEDIUM SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Nowy Świat 33 m. 13, 00-029 Warsaw, Poland.
2. Provide the order number, a description of the problem and – if possible – photos or screenshots.
3. We respond within 14 days of receiving the complaint.

§ 2. Refunds of event tickets

1. Cancellation up to 14 days before the event – 100% refund.
2. Cancellation from 13 to 7 days before the event – 50% refund.
3. Cancellation later than 7 days before the event – no refund; you may name another person to take your place (notification no later than 2 working days before the event).
4. Cancellation of the event by the organiser – 100% refund or a ticket for another date, at your choice.
5. Refunds are made using the same payment method as the order, within 14 days.

§ 3. Online access and digital products

1. If the stream or recording does not work for reasons on our side, we fix the access or refund the price.
2. The right of withdrawal does not apply once access to digital content has started with your consent (Article 38(1)(13) of the Polish Consumer Rights Act). We inform you of this before purchase.

§ 4. Books and other physical products

1. A consumer may withdraw from the contract within 14 days of receipt without giving a reason. A model withdrawal form can be found in the Terms and conditions.
2. You send the goods back to the seller's address within 14 days of withdrawal; the cost of return shipping is borne by the buyer. We refund the price together with the cost of the cheapest delivery offered within 14 days.
3. Damaged goods or goods not conforming to the order are replaced or the price is refunded – in accordance with the statutory consumer warranty.

§ 5. Dispute resolution

A consumer may seek assistance from the consumer ombudsman, the Trade Inspection or the ODR platform (ec.europa.eu/consumers/odr).