This Complaints Policy applies to defects of the Stage digital service, including unavailable functions, failed event activation, material deviation from described functionality, billing errors, payment issues, account access defects and other service faults attributable to Stage.
A normal limitation of automated speech recognition, translation or synthetic voice is not a defect by itself. In particular, ordinary inaccuracies caused by background noise, microphone quality, unstable connection, accent, terminology, browser permissions, device limits or use outside the intended purpose are not treated as defects unless Stage expressly guaranteed a specific result.
This policy does not limit mandatory consumer rights, statutory remedies for defective digital services, or rights that cannot be waived under applicable law.
Submit a complaint through the in-app form, by email at stage@bizwants.com, through the public contact form, or by another provable communication channel. The complaint should identify the account, event, approximate time, affected feature, expected behaviour, actual behaviour, browser, device, operating system and any evidence such as screenshots, recordings, payment identifiers or invoice numbers.
If the complaint concerns a payment, invoice, subscription, overage or settlement, include the payment date, checkout or invoice reference, billing email and a clear description of the disputed amount. If information is missing, Stage may ask for reasonable supplementation before the complaint can be fully assessed.
Stage will record the complaint and, where the communication channel makes it practical, confirm receipt and the basic content of the complaint. Confirmation of receipt is not an admission that the complaint is justified.
Complaints are assessed according to the service state, logs, event configuration, billing records, payment provider data, user cooperation and the nature of the reported issue. Stage may ask the user to provide reasonable cooperation, reproduce the issue, supply missing details or confirm account ownership.
Stage handles complaints without undue delay. Consumer complaints are resolved no later than within 30 days from submission unless a longer period is agreed with the consumer or mandatory law provides otherwise.
For business customers, Stage aims to resolve complaints within a reasonable time considering technical complexity, required third-party cooperation, payment provider response times and the availability of relevant event logs.
Depending on the nature and seriousness of a confirmed defect, Stage may repair or restore the service, provide support, correct billing records, issue a credit note, provide a proportionate discount, refund a payment, provide substitute performance, extend access or reject the complaint with reasons.
A remedy is proportionate to the verified defect and the actual impact on the user. Stage is not required to provide compensation for issues caused by the user's device, network, browser configuration, incorrect event setup, unauthorised use, third-party services outside Stage's control or use contrary to the Terms of Service, unless mandatory law requires otherwise.
Submitting a complaint does not automatically suspend the due date of undisputed amounts. If only part of an invoice or settlement is disputed, the user should pay the undisputed part unless mandatory consumer law provides otherwise or Stage agrees otherwise.
Where a billing complaint is justified, Stage will correct the billing record and provide an appropriate refund, credit, credit note or adjustment in a future settlement.
If a consumer dispute cannot be resolved directly, the consumer may seek out-of-court resolution through the Czech Trade Inspection Authority, Central Inspectorate, ADR Department, Stepanska 15, 120 00 Prague 2, Czech Republic, or through applicable public ADR channels.
This Complaints Policy is effective from 2026-05-25 and is versioned together with the other Stage legal documents.