This is an English translation for your convenience. The Slovak version is the binding one. In the event of any discrepancy, the Slovak wording prevails. Read the Slovak version.
- This complaints procedure applies to services purchased through the online shop of Golden Key Services, s.r.o., that is, to event tickets and gift vouchers.
- Where to make a complaint: by e-mail to recepcia@zlatyklucik.sk, by telephone on +421 37 655 02 89, or in writing to Golden Key Services, s.r.o., Svätourbanská 103/29, 949 01 Nitra.
- What to state: the buyer's name, the order number or variable symbol (payment reference), a description of what you are complaining about, and what you expect from the complaint. It helps to attach the order confirmation.
- Confirmation of receipt: we will confirm receipt of the complaint without delay, usually by e-mail.
- Time limit for handling: we will handle the complaint as soon as possible and at the latest within 30 days from the day it was made. We will inform you of the outcome at the contact details provided.
- Grounds for a complaint, examples:
- the payment went through, but neither the order confirmation nor the ticket arrived,
- the amount was debited from the account twice,
- the event did not take place or took place on a substantially different scale than published,
- a gift voucher was not accepted despite being valid.
- We send the refund in the same way in which the payment was received, that is, usually back to the payment card used for the purchase. This causes the buyer no costs.
- The buyer's failure to attend the event is not a ground for a complaint. The procedure is governed by Article VII of the terms and conditions.
- If the buyer is not satisfied with the handling of the complaint, the buyer may proceed under Article XII of the terms and conditions, that is, use alternative dispute resolution, or contact the SOI Inspectorate for the Nitra Region.