fotodokarty
UAPLEN

⚠ The Polish version is legally binding

This translation is provided for convenience only. Go to the Polish version.

Draft version — version 1.0.

This document is under legal review and may change.

Complaints, Returns and Right of Withdrawal

§ 1. Where to direct your enquiry

Depending on the nature of the problem, please direct your enquiry to the appropriate party:

§ 2. Complaint to the Seller

If the digital result or the Service does not conform to the contract, the Customer may file a complaint.

How to file a complaint:

  1. Send an e-mail to kontakt@fotodokarty.pl with the subject line “Complaint”.
  2. In the message, provide:
    • the order number (received in the bot after payment),
    • your name and e-mail address,
    • a description of the problem and the date on which it was identified,
    • your preferred resolution (repair, price reduction, refund).
  3. The Seller will acknowledge receipt of the complaint without undue delay.
  4. The standard organisational response time is 14 days from receipt of a complete complaint. This period represents a service standard and does not limit the Customer’s statutory rights.

Handling of the complaint:

The Seller will in the first instance seek to bring the result or Service into conformity with the contract. If this is impossible, disproportionately costly, or has not occurred within a reasonable time, the Customer may request a price reduction or — in cases provided by law — withdraw from the contract.

A complaint may be rejected or limited if the non-conformity results solely from the quality of the selfie submitted by the Customer (e.g. face obscured, poor lighting, resolution too low) or from additional requirements of a specific authority not mentioned in the Service description.

§ 3. Right of withdrawal

  1. A Consumer and — to the extent provided by law — an Entrepreneur with consumer rights is generally entitled to withdraw from a distance contract within 14 days of the date the contract was concluded.
  2. This right may not apply if the Customer has given prior consent to immediate commencement of the Service and acknowledged awareness of losing the right of withdrawal upon delivery of the Digital Content.
  3. The withdrawal declaration must be submitted by e-mail to: kontakt@fotodokarty.pl or in writing to the Seller’s address: Rodion Baronov, Aleja Solidarności 68/121, 00-240 Warszawa, Poland.
  4. The declaration must include: full name, e-mail address, order number, and the date the contract was concluded.

§ 4. Refunds

  1. In the event of an upheld complaint, successful withdrawal, or impossibility of performing the Service, the Seller will return amounts due without undue delay and no later than within the period required by mandatory applicable law.
  2. Refunds will be made using the same payment method, unless the Customer has agreed to a different method with no additional costs to the Customer.
  3. If payment was made via Przelewy24, the technical settlement time to the bank account or card depends on the rules of the given payment instrument and may take from a few to several dozen business days.

§ 5. Complaint to PayPro S.A. / Przelewy24

If the problem relates to the payment transaction itself (unauthorised, unexecuted, or incorrectly executed payment), the complaint must be filed directly with the payment operator.

PayPro S.A. complaint procedure:

Complaints to PayPro are submitted in accordance with the procedure available on the operator’s website: przelewy24.pl.

If PayPro forwards to the Seller a complaint relating to the performance of the Service (rather than the payment itself), the Seller will handle it independently under the procedure in § 2.

§ 6. Out-of-court dispute resolution

A Customer who is a Consumer may use: