Rules for Claim Procedure

Opening provisions

These rules for claim procedure are published by the organizer of the Karlovy Vary International Film Festival for the purposes of informing visitors as to the extent, conditions, and manner of exercising one’s rights arising from faulty performance (“claim”) if, despite the organizer’s best efforts, the visitor finds a legitimate reason to file a claim due to the quality of a provided service or purchased promotional item. Visitors are obligated to immediately inspect their purchases and confirm that all is in order. The sale of festival passes and tickets is considered a contract relating to leisure activities with performance provided at a specific date. For this reason, as per Sec. 1837(j) of Act no. 89/2012, the Civil Code as amended, the consumer may not withdraw from the contract. Festival passes or tickets may not be returned without reason; a claim may be filed only in the cases specified above in these rules for claim procedure.

When a claim cannot be filed

We would like to point out that claims may be filed only in case of a discrepancy between the contract and the provided service, not because of the outcome of the service. The organizer will not provide compensation for obstacles arising on the part of the visitor, whether through negligence, personal fault or the fault of a third party, wear and tear, non-attendance of the event, or circumstances that the organizer could not have influenced. Visitors who are ejected from a screening room or cinema for violating the Rules for Visitors lose their right to attendance without further ado. Paid admission is not reimbursed, unless expressly stated differently in this claim procedure. Purchased tickets are not exchanged. Lost or damaged goods or tickets will not be replaced.

Changes to the program

The organizer reserves the right to enact ongoing changes to the program as needed, to any extent and without having to provide a reason. The organizer further reserves the right to cancel any part of the program for operational or technical reasons (events, screenings, performances, etc.) prior to its start. Visitors will be informed of such a change without undue delay via information published on the KVIFF website and an announcement by the entrance to the relevant part of the program. Visitors who did not have a ticket for this cancelled part of the program have no claim to compensation. The conditions for compensation in case of the full cancellation of a screening are determined by the organizers or by an authorized representative depending on the possibilities available within the KVIFF program.

Settlement of claims

Claims must be filed without undue delay upon discovery of the relevant faulty performance. Requests for ticket exchange or reimbursement are no longer possible after conclusion of the relevant year’s KVIFF program. Visitors may file ticket claims at the KVIFF organizer’s main ticket office; claims against promotional items may be filed at the festival shop next to the Hotel Thermal during opening hours, outside the festival at the headquarters of Film Servis Festival, via e-mail at [email protected], or via telephone at + 420 221 411 011. When filing a claim, we recommend submitting the undamaged ticket or product along with a detailed description of the relevant defect, contact information (address, telephone, e-mail), and the desired manner in which the claim should be settled. One precondition for proper settlement of a claim is the provision of all necessary cooperation, in particular allowing the organizer (manufacturer) to inspect the defect that is subject of the claim. The organizer will make a decision on the claim immediately, or in complicated cases within 3 days. The claim is settled without undue delay, but no later than within 30 days after it has been filed, unless a longer deadline is agreed upon.
Visitors shall receive confirmation that their claim has been received, including information as to the requested manner of settlement, followed by confirmation as to the claim’s settlement and, if relevant, written reasoning for the claim’s rejection.

Closing provisions

Visitors/consumers who are not satisfied with their claim’s settlement in terms of substance, meaning in particular its rejection or their dissatisfaction with an accepted claim, may contact the Czech Trade Inspection Authority.
Visitors filing a claim agree that the organizer shall keep a record of their personal data submitted along with the claim for a period of five years after settlement.

These rules for claim procedure becomes valid and effective as of 1 May 2023.


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