DEV-PartyStream.TV

1. Supplier and contact

For PartyStream-provided services, contact support@partystream.tv or use Contact. For an event, product or booking supplied by a partner, the named organiser, seller or provider is normally responsible for performance and the corresponding claim; PartyStream can receive a report and administer supported platform transactions.

The supplier's identity, trader or non-trader status, total price, fulfilment and complaint details must be clear before a real-money order is placed. The party responsible for the particular offer is also responsible for the applicable refund obligations; using PartyStream does not remove those obligations.

2. Current play-token mode

Play tokens are free test units, not purchased funds or withdrawable earnings. Their displayed value is illustrative during testing. Correcting a test purchase, gift, booking or ticket restores or adjusts test records and, where appropriate, play tokens; it does not create a cash refund.

Test balances can be refreshed or reset under the test rules. The transition to real payments can reset play balances and test history, but must not cancel an actual monetary debt or remove financial records that must legally be retained. Test tokens do not automatically convert into paid credit.

If you believe real money was nevertheless taken, report the payment reference immediately. We will distinguish an actual payment from the play-token ledger rather than reject the report simply because the platform is in beta.

3. The consumer's right to withdraw

For eligible distance contracts between a trader and a consumer, the usual withdrawal period is 14 days: generally from receipt of goods for a goods purchase, or from contract conclusion for services and digital content not supplied on a physical medium. Statutory exceptions and any longer period required because information was missing remain applicable. This right is separate from a complaint about defects.

A clear statement is enough to exercise a withdrawal right; you need not give a reason or use a particular form. Send it to the relevant supplier or, for a PartyStream service, to support@partystream.tv. Where law requires an online withdrawal function, that function must also be available and cannot be replaced solely by an email address.

For a valid statutory withdrawal, reimbursement is generally due within 14 days after notice, using the original payment method unless you expressly agree to another method without additional cost. The law may allow reimbursement for returned goods to be withheld until the goods or proof of dispatch are received. You must not be forced to accept platform tokens instead of money where a monetary refund is due.

4. Paid videos, music and other digital content

Starting playback does not automatically remove every refund right. The exception to withdrawal for paid digital content supplied immediately applies only when the legally required prior express consent, acknowledgement of losing the withdrawal right and contract confirmation have all been obtained and supply has begun.

Even where that exception validly applies, defective, inaccessible or undelivered content may entitle you to correction, a price reduction or termination and reimbursement under applicable law. A generic “no refunds” statement is not a substitute for those rights. Report the content, purchase reference and problem; do not send account credentials.

Access is limited to the scope described in the offer. Repeated technical failure or substantial non-delivery is not the same as simply disliking a work. The assessment must consider what was promised, what was supplied and the remedies required by law, not only whether one playback request was logged.

5. Fanclubs, PRO and recurring services

Check the subscription period, renewal setting and benefits before subscribing. Cancelling automatic renewal normally stops a future renewal; it does not by itself reverse a period already supplied. This does not limit a valid withdrawal, refund for non-performance, duplicate-charge correction or other mandatory remedy.

If a service starts during a withdrawal period at your express request, any proportionate charge and any loss of withdrawal rights after full performance depend on the applicable legal conditions and disclosures. A subscription must not be treated as identical to a one-off digital download for this purpose. A material failure to provide paid access should be reported for assessment of restoration, a proportionate reduction or reimbursement.

6. Tips, gifts and wallet errors

Review the recipient and amount before confirming a tip or gift. A voluntary completed transfer does not guarantee that it can be reversed merely because you change your mind, but this is not a blanket exclusion of statutory rights. Report an unauthorised transfer, duplicate transaction, technical error, fraud or a promised service disguised as a gift.

When paid tokens are introduced, their purchase terms must separately explain use, fees, expiry if any, withdrawal and reimbursement. A creator's insufficient balance must not be used as the sole reason to deny a refund that is legally owed to the buyer. Accounting recovery from a recipient is a separate issue from the buyer's established entitlement.

7. Tickets and event cancellation

For leisure services on a specific date or period, the statutory 14-day change-of-mind withdrawal right may not apply. That exception does not remove rights when an event is cancelled, materially changed or not provided as agreed, and it does not automatically apply to every online product called a ticket.

The current platform supports a buyer's voluntary ticket cancellation only where the organiser has enabled it, before the event starts and for an eligible unused ticket. A ticket already checked in, revoked or currently listed for resale cannot use that same cancellation path. A transfer or resale also changes the relevant ownership and order record. These operational conditions do not override a valid statutory claim.

If an organiser cancels an event, the relevant paid orders and held amounts must be settled through the cancellation/refund process, with transaction history retained. Do not permanently erase an event with sold tickets to avoid settlement. A rescheduled or materially altered event requires an assessment of the original agreement and applicable rights; a replacement date or voucher cannot automatically be forced on the buyer.

An event invitation or “interested” status is not a purchase. For a valid refunded ticket, admission rights can be revoked to prevent double use. A ticket bought through the platform's resale function must retain its own purchase trail so that a legitimate claim can be traced.

8. Merchandise and physical goods

A trader's online sale of goods normally carries the applicable withdrawal and defect rights. Lawful exceptions may apply, for example genuinely personalised goods or certain unsealed hygiene-sensitive goods, but must not be assumed for all merchandise. A private non-trader sale is a different legal situation and must be identified as such before purchase.

For withdrawal, goods normally need to be sent back within 14 days of notifying the seller. The buyer bears ordinary return costs only where the law permits and the required prior information was provided. The basic outward delivery cost is normally reimbursed; an optional premium delivery surcharge need not be. Reasonable inspection is allowed, while handling beyond what is needed to establish the goods' nature and functioning may affect liability for diminished value.

For damaged, incorrect or defective goods, contact the seller with order details and useful evidence. Do not confuse defect remedies with change-of-mind returns. Obtain appropriate return instructions; do not send physical goods to PartyStream's technical contact or to an unconfirmed address.

The current order workflow restores stock automatically only for unshipped orders. A shipped or delivered item's return must be confirmed before resale stock is increased. Inventory handling does not decide whether the buyer has a legal refund entitlement.

9. Bookings and reserved tokens

Booking offers can define a free-cancellation deadline and a late-cancellation refund percentage. The conditions attached to the confirmed booking apply, subject to mandatory law; the platform's configurable default is not a universal contractual rule.

In the current workflow, a declined pending request or a provider's eligible pre-service cancellation releases the remaining held amount back to the customer. A customer's eligible cancellation normally returns the remaining held amount, while a confirmed booking cancelled inside its agreed late-cancellation window applies the recorded refund percentage. Counter-offers, completed performance and disputes have separate steps.

If the service is not performed or materially differs from the agreement, use the booking dispute and support process. Reserved tokens are an internal platform hold, not a promise of bank-backed escrow. A displayed technical dispute deadline cannot remove a statutory right that lasts longer. Settlement must leave a clear record of what was refunded and what, if anything, was released to the provider.

10. How to submit a request

1. Use the relevant order, ticket, subscription or booking controls where available, or contact the responsible supplier/support.
2. Include your account email or username, order/payment/ticket reference, date, amount and what happened. For a defect, useful screenshots or error information help; a statutory withdrawal does not require a reason.
3. State the remedy requested, such as access restoration, cancellation, return, correction or refund.
4. Keep the acknowledgement and related correspondence. Do not disclose your password, full payment-card details or two-factor codes.

Example withdrawal notice: “I notify you that I withdraw from the contract for [goods/service], order [reference], concluded on [date], received on [date where relevant]. Name: [name]. Contact/address: [details]. Date: [date].” Identify the responsible trader when sending the notice. A handwritten signature is needed only where appropriate for a paper notice, not automatically for email.

We may request proportionate information needed to locate a transaction or prevent an unauthorised refund. We must not demand irrelevant evidence, require a reason for a valid no-reason withdrawal, or make use of an in-app button the only way to exercise a legal right.

11. Processing, payment route and records

A platform token refund is credited to the corresponding account ledger. An actual monetary refund must follow the original payment method or another lawfully agreed route when required. Provider settlement times are separate from the deadline by which the responsible trader must initiate or complete the legally required remedy.

A processed refund must not be paid twice, and the related access or ticket can be withdrawn. Disputed, unauthorised or fraudulent activity may require investigation, but a justified review must not be used to defeat mandatory time limits. Contact your payment provider as appropriate for an unauthorised charge; doing so does not waive rights against the supplier.

Account deactivation does not erase a valid claim or financial history. Transaction and dispute records may need to remain for legal obligations, fraud prevention and the rights of all parties, with access limited according to the Privacy Policy.

12. Unresolved complaints and mandatory rights

Ask the responsible trader for a remedy first. Where eligible, a consumer can then contact the competent alternative dispute-resolution body, including the Slovak Trade Inspection. Jurisdiction and admissibility depend on the dispute. The former EU Online Dispute Resolution platform has been discontinued and is not a current complaint channel.

You retain access to competent authorities and courts. Nothing in this policy shortens a mandatory legal period, removes liability for defects or makes acceptance of store credit compulsory. Rights concerning a real-money purchase apply regardless of the platform's internal token or order workflow.