1.1. This complaints procedure governs the manner in which rights arising from defects in the Stage web application and digital service are asserted and resolved.
1.2. The provider of the Stage service is:
BizWants s.r.o.
IČO: 21783713
DIČ: CZ21783713
with its registered office at Kaprova 42/14, Staré Město, 110 00 Praha 1, Czech Republic
registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 406467
data box: 36uwf6x
e-mail: stage@bizwants.com
hereinafter referred to as the "Provider".
1.3. The terms "Customer", "User", "Consumer", "Event", "Plan", "Subscription", "Credit", "Overage Charge" and "Event Content" have the meanings set out in the Terms and Conditions of the Stage service.
1.4. This complaints procedure is a special document supplementary to the Stage Terms and Conditions. It takes precedence in matters concerning the submission and resolution of claims, but it must not be interpreted in a manner that restricts Consumer rights that cannot be contractually restricted or excluded.
2.1. A claim may be submitted by a Customer who is a contractual party of the Provider.
2.2. A User who is not the Customer may report a technical problem or defect through an available contact channel. However, claims for a discount, refund, credit note or termination of the contract must be asserted by the Customer unless the User is authorised to act on the Customer's behalf.
2.3. If a person acts on behalf of a company, organisation or another Customer, the Provider may require reasonable verification of that person's authority.
3.1. A defect in Stage may be claimed, in particular, where the Service does not conform to the contract, the ordered Plan, an expressly stated description, the agreed scope or the characteristics that may reasonably be expected in view of the nature of the Service and its limitations communicated in advance.
3.2. Claims may be submitted in particular in respect of:
3.3. Where the Service is supplied continuously, a Consumer may raise a defect that becomes apparent or occurs during the term of the contractual obligation. In the case of a one-off supply, a Consumer may raise a defect that becomes apparent within two years of the Service being made available, to the extent provided by law.
3.4. A business Customer must report an identifiable defect without undue delay after discovering it or after the time when it could have been discovered with reasonable care.
3.5. A business Customer must report an apparent discrepancy in billing no later than 30 days after receipt of the relevant billing statement, unless otherwise agreed. This is without prejudice to rights that cannot be contractually restricted or to claims arising from a demonstrable hidden or systemic error.
4.1. An isolated or ordinary inaccuracy in automated transcription, translation, interpreting or voice output is generally not considered a defect if the Service as a whole conforms to the agreed functionality and the limitations of automated processing communicated in advance.
4.2. A problem caused in particular by any of the following is generally not considered a defect:
4.3. A short and negligible interruption, scheduled maintenance or a security intervention is not in itself considered a defect. Repeated or non-negligible interruptions may, however, constitute a defect depending on their scope, duration, frequency and impact on the agreed purpose of the Service.
4.4. Stage does not guarantee the commercial outcome of an Event, the number of participants, the level of audience engagement, the error-free meaning of every automated formulation or the suitability of automated output as the sole basis for legal, medical, safety-related, financial or other high-risk situations.
4.5. The exclusions under this Article do not apply where the problem was caused by a breach of the Provider's obligations, incorrect instructions from the Provider or circumstances for which the Provider is liable under mandatory legal provisions.
5.1. A claim may be submitted:
5.2. A claim is deemed submitted when it is delivered to the Provider.
5.3. A claim should include in particular:
5.4. The Customer is not required to identify the technical cause of the defect. It is sufficient to describe adequately how the problem manifested itself when using Stage.
5.5. If the claim relates to a payment or billing, the Customer should, where possible, provide the invoice number and identification of the payment, checkout, order, Event or support ticket.
5.6. An incomplete claim does not in itself prevent its submission if the Customer, the claimed Service and the manifestation of the defect can be identified. The Provider may ask the Customer to supplement the information necessary to assess and resolve the claim.
6.1. The Provider shall issue the Consumer with written confirmation of the submission of the claim, containing in particular:
6.2. If the claim is submitted electronically, the confirmation may be sent electronically to the Consumer's contact address or made available in the Consumer's account.
6.3. After resolving the claim, the Provider shall issue the Consumer with confirmation of the date and method of resolution and, where applicable, of the repair carried out and its duration.
6.4. If the claim is rejected, the Provider shall provide the Consumer with written reasons.
6.5. The Provider shall provide similar confirmation to a business Customer if the communication channel used permits this or if the Customer requests it.
7.1. When assessing a claim, the Provider may use in particular operational, security, audit, payment and technical records of Stage, records of Event activation, languages used, active outputs, measured usage, logins, error states and communication with the Customer.
7.2. For business Customers, Stage technical records are considered credible evidence for assessing use and the course of the Service unless the Customer proves that they are incorrect.
7.3. The Customer must provide reasonable and necessary cooperation, in particular by enabling verification of the account, Event, device, browser, connection, payment status and relevant technical records.
7.4. Verification of the User's digital environment shall be carried out using technically available means that impose the least possible burden on the User.
7.5. The Provider is not required to disclose source code, internal security procedures, data of other customers or information whose disclosure would compromise the security of the Service.
7.6. If the Customer fails to provide the necessary cooperation even after being requested to do so, this may make it impossible to verify or remedy the defect.
7.7. In relation to a Consumer, the consequences of failure to cooperate shall apply only to the extent permitted by law and provided that the Consumer was clearly informed of the duty to cooperate and the consequences of failing to do so.
7.8. The Customer must take reasonable measures to limit any further loss or costs, in particular by stopping an Event that is manifestly misconfigured, where this is possible and safe.
8.1. If the Service is defective, remedying the defect shall take priority unless remedy is impossible or disproportionately costly having regard to the significance of the defect and the value of the Service without the defect.
8.2. The Provider shall choose the technical method of remedying the defect so that the Service is brought into conformity with the contract and shall do so free of charge to the Consumer, within a reasonable time and without significant inconvenience to the Consumer.
8.3. Depending on the nature of the defect, a claim may be resolved in particular by:
8.4. A Consumer may request a reasonable price reduction or withdraw from the contract in particular where:
8.5. A Consumer may not withdraw from the contract solely because of an insignificant defect unless the law provides otherwise. The burden of proving that the defect is insignificant lies with the Provider to the extent provided by law.
8.6. The amount of the price reduction or refunded part of the price shall correspond to the difference between the value of the Service without the defect and the value of the defective Service and, where the Service was supplied over a period of time, also to the period during which the Service was supplied defectively.
8.7. Credit, a credit note or substitute performance may be offered as an amicable method of resolution. Without the Consumer's consent, however, these do not replace monetary performance to which the Consumer is entitled by law.
8.8. Monetary amounts that the Provider is obliged to refund due to defective performance shall be refunded without undue delay, no later than 14 days after the relevant right is exercised, using the same method as the original payment unless the Customer expressly agrees to another method and incurs no additional costs as a result.
8.9. This complaints procedure does not govern damages or other liability beyond rights arising from defects. Those matters are governed by the Terms and Conditions and applicable law.
9.1. Claims are resolved without undue delay.
9.2. The Provider shall decide on a Consumer's claim immediately and, in complex cases, no later than within three business days. A reasonable period required for expert assessment of the defect is not included in this period.
9.3. A Consumer's claim, including remedy of the defect, shall be resolved and the Consumer informed no later than 30 days after the claim was submitted, unless the Provider and the Consumer expressly agree on a longer period.
9.4. In the case of a digital service, the defect shall be remedied within a reasonable time having regard to the nature of the Service, the purpose for which the Customer requested it, the complexity of the technical assessment and the necessary cooperation of the User.
9.5. If a Consumer claim is not resolved within the statutory or agreed period, the Consumer shall have the rights provided by law, in particular the option to request a reasonable price reduction or withdraw from the contract where the statutory conditions are met.
9.6. A business Customer's claim shall be resolved within a reasonable time corresponding to the nature and complexity of the defect. The 30-day period applies to a business Customer only if expressly agreed.
10.1. A billing claim must precisely identify the disputed item, the affected Event, the charged time, language, output or other measured parameter and the reason why the Customer considers the billing incorrect.
10.2. If a measurement error, duplicate payment or other error on the Provider's side is established, the Provider shall correct the billing and refund or set off any overpayment in accordance with the agreement and applicable law.
10.3. A request for a refund that is not based on a defect in the Service, a statutory right of withdrawal or another legal entitlement is a request for voluntary commercial compensation.
10.4. A request under Article 10.3 must be submitted no later than 30 days after receipt of the relevant payment. There is no legal entitlement to its acceptance, which is subject to the Provider's decision.
10.5. The period under Article 10.4 does not in any way limit the Consumer's statutory rights, rights arising from defective performance, rights in the event of incorrect billing or other claims that cannot be contractually restricted.
10.6. Before initiating a chargeback or payment dispute, the Customer should first contact the Provider and allow it to investigate the matter.
10.7. An unjustified chargeback does not relieve the Customer of the obligation to pay the legitimately due price and any costs that may be claimed under the contract and applicable law.
11.1. Submission of a claim does not in itself postpone the due date of undisputed amounts that have been correctly charged.
11.2. The Customer is required to pay at least the undisputed part of the billing. The Customer may agree with the Provider on how the disputed amount will be handled.
11.3. In relation to a Consumer, this Article applies only to the extent that it does not restrict the Consumer's mandatory rights.
12.1. If a dispute arises between the Provider and a Consumer and cannot be resolved by direct agreement, the Consumer may submit a proposal for alternative resolution of the consumer dispute.
12.2. The competent body is:
Czech Trade Inspection Authority
Central Inspectorate - ADR Department
Gorazdova 1969/24
120 00 Praha 2
e-mail: adr@coi.gov.cz
12.3. A proposal may be submitted after the Consumer has first asserted the claim directly against the Provider and the dispute could not be resolved by agreement.
13.1. If any provision of this complaints procedure conflicts with a mandatory right of a Consumer, the applicable statutory provision shall apply and the remaining provisions shall remain unaffected.
13.2. The Provider may amend this complaints procedure, in particular due to changes in legislation, the operation of Stage, technical procedures or communication methods.
13.3. A claim shall be governed by the wording effective at the time it is submitted unless applicable law provides otherwise.
13.4. This complaints procedure enters into effect on 2026-06-13.