en

Reclamation rules

BVHL – Beach Volley Honza Leden
Website: www.bvhl.cz

Organizers:
Eliška Jungmannová, ICO: 23537841, business address: Pod Sirotkem 84, 664 46 Radostice
Jan Leden, ICO: 06139833, business address: Dvoudílná 4/36, 190 00 Prague 9 – Střížkov
E-mail: bvhonza@gmail.com
Phone: +420 737 702 575

This Complaint Policy takes effect on January 1, 2026 and applies to all beach volleyball camps organized by BVHL.

1. Introductory Provisions

1.1 This Complaint Policy regulates the procedure for asserting rights related to defective performance (complaints) of services provided within beach volleyball camps (hereinafter "Camp" or "services").
1.2 The Complaint Policy is an integral part of BVHL's General Terms and Conditions and is based on the Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.).
1.3 The participant (hereinafter "Customer") has the right to file complaints regarding defects in services that occur during the Camp or immediately after it and which are causally related to the Organizer's performance.

2. What Can Be Complained About

2.1 The Customer has the right to file complaints regarding:

  • Significant deviations from the agreed content of the Camp (e.g., accommodation or meals not matching the description on the website, trainings not conducted as agreed)

  • Major deficiencies in the quality of services provided (e.g., accommodation in unsatisfactory condition, poor organization of the program)

  • Other defects for which the Organizer is responsible

2.2 The Organizer is not responsible for defects caused by:

  • Force majeure (e.g., extreme weather preventing training)

  • Behavior of the Customer or third parties

  • Circumstances beyond the Organizer's control (e.g., changes in local conditions)

In such cases, the Organizer will always try to provide an alternative program or solution.

3. How to Submit a Complaint

3.1 It is advisable to report the complaint immediately on-site to the coach, organizer, or Organizer so that the defect can be resolved as quickly as possible.
3.2 If the defect persists or cannot be resolved on-site, the complaint must be submitted in writing (by e-mail to bvhonza@gmail.com) no later than 14 days after the end of the Camp.
3.3 The complaint should include:

  • Customer's full name

  • Name and date of the Camp

  • Detailed description of the defect

  • Date the defect was identified

  • Desired remedy (repair, discount, refund)

  • Supporting evidence if available (photos, statements from other participants, etc.)

4. Complaint Resolution

4.1 The Organizer will confirm receipt of the complaint within 3 working days.
4.2 The complaint will be resolved without undue delay, no later than 30 days from submission unless otherwise agreed.
4.3 Depending on the nature of the defect, the Customer is entitled to:

  • Defect rectification (replacement service)

  • Reasonable discount on the Camp price

  • Refund of a proportional part of the price (in case of a material breach of contract)

4.4 The resolution will be communicated in writing (by e-mail). In case the complaint is accepted, the corresponding amount will be refunded within 14 days of resolution.

5. Out-of-Court Dispute Resolution

5.1 If you are not satisfied with the complaint resolution, you have the right to contact a consumer alternative dispute resolution entity – the Czech Trade Inspection Authority or the European Commission ODR platform(ec.europa.eu/odr).

6. Final Provisions

This Complaint Policy is available on the website www.bvhl.cz. The Organizer reserves the right to modify it – the current version on the website is always the valid one.