Complaints and Refunds


Withdrawal from the contract

The user agrees to be provided with the service and digital content by the provider and requests that this be done. This consent is given in accordance with the provisions of § 1823 and § 1837 of the Civil Code. The user requires that the digital content be delivered before the expiry of the withdrawal period under § 1820(1) of the Civil Code.

The customer acknowledges that if he concludes a distance contract (by means of the internet or an application), he has the right to withdraw from the contract without giving any reason within 14 days of the conclusion of the contract. However, if the consumer gives his consent to the provision of the service or the supply of the digital content before the expiry of this period, he has no right to withdraw from the contract.

In the case of digital content, there is no right of withdrawal if it was delivered before the expiry of the withdrawal period and was not delivered on a tangible medium. If the consumer withdraws from the contract, but the provider has already started to perform on the basis of the consumer's express request, the consumer must pay a pro-rata portion of the agreed price.

The delivery of digital content is understood here as the sending of an e-mail with the necessary information to start the game, not the start or completion of the game by the user. The user therefore has the right to withdraw from the contract only if he has not yet been supplied with the performance in the form of the digital content of the game via the web application. However, the user still has the right to complain about the purchased goods in case of non-functionality of the digital content (the Game).

For the purpose of exercising the right of withdrawal, the consumer must inform the provider of his/her withdrawal from the contract by means of a unilateral legal act (for example, by a letter sent via a postal service operator to the provider's registered office or by e-mail to info@praguemaze.cz). In such cases, the consumer must clearly state that he/she is withdrawing from the contract and inform the provider of the order number or the code to start the game.

To withdraw from the contract, the withdrawal must be sent before the expiry of the specified period. If the contract is withdrawn from, the contract is cancelled from the outset and the Provider must immediately cease providing the service and refund the money to the user. In the case of withdrawal from the contract by users who are not consumers, the general provisions of the Civil Code shall apply.

The Provider may withdraw from the contract in the event of unavailability of services, major changes, force majeure, non-delivery of services within the specified period or price, and in the event of obvious verbal or numerical errors in the price of the services.

If the Provider withdraws from the contract, it must inform the Customer and refund all monies realised under the contract.


Rights from defective performance (complaints)

This article applies only to the consumer's rights regarding defective performance. Other provisions apply to users who are not consumers of the Civil Code.

The provider and the consumer have obligations and rights relating to rights arising from defective performance determined by generally binding legal regulations. If the services or digital content are not delivered in accordance with the contract, they are defective. In such a case, the provider must remedy the defect. If the consumer reports the defect later than two years after the provision of the service, the right to defective performance may not be recognised.

If the provider sells digital content (in our case, the Game), it must have the characteristics that have been agreed between the parties, or the characteristics described by the provider or the manufacturer.

Unless otherwise agreed, the digital content must have the characteristics that were expected by the customer on the basis of its nature or the Provider's advertising.

The digital content must be suitable for the purposes stated by the provider or for the purposes for which the digital content is usually used. The quantity and quality of the digital content must be adequate.

If the digital content is provided at a lower price, the above provisions may not apply if the price has been reduced due to a particular defect. If a defect becomes apparent within six months of receipt, it shall be deemed to have existed at the time of receipt.

If the performance does not have the corresponding and expected characteristics according to the GTC, the customer may also demand the provision of a new performance without defects, unless this is unreasonable due to the nature of the defect. If the defect concerns only a part of the performance, the user may only demand the replacement of the part of the performance or, if this is not possible, may withdraw from the contract. However, if this is disproportionate to the nature of the defect, in particular if the defect can be remedied without undue delay, the customer has the right to have the defect remedied free of charge, to be provided with a new performance or a reasonable discount. The customer may also demand a reasonable discount if the Provider is unable to supply a new performance without defects.

The customer is obliged to notify the Provider of the defect in performance without undue delay after discovering such a defect, in writing to the Provider's address or electronically by e-mail:

A user who has a legitimate right to complain about a defective performance also has the right to reimbursement of the costs incurred in exercising this right. The right to complain does not exclude the right to compensation for damages, but the user cannot claim compensation for the same matter on another legal ground. The Provider must confirm in writing or by e-mail the claim and its content, the required settlement and then also the date and method of settlement of the claim, including any justification for rejecting the claim. The Provider must decide on the complaint immediately, in complex cases within three working days, and the complaint must be settled without undue delay, at the latest within 30 days from the date of the complaint. If the complaint is rejected, the user must be informed of the reason for the rejection of the complaint also within the 30-day period.

The comprehensive General Terms and Conditions can be found on our website HERE.