Refund Policy

This Refund Policy sets out the rules applicable to reservation cancellations, requests to change the booked date or time, situations in which the service is not performed, and the related financial settlements concerning services offered by SMASH&FUN sp. z o.o. The document is intended to provide order and transparency. Its purpose is to explain when funds may generally be retained by the Service Provider and when the customer may expect rescheduling, repeat performance or a refund.

The services offered by SMASH&FUN are entertainment and leisure services performed on a specific day and within a specific time window. This means that every reservation blocks a defined slot in the calendar, the availability of staff, protective equipment, room preparation and, in practical terms, the opportunity to sell the same time slot to another customer.

From an operational perspective, a reservation is not merely a name entered into a system. It is a concrete scheduling decision that affects the work plan of the team, the availability of tools and safety equipment, the preparation and clean-up timetable and, in many cases, the refusal of other potential bookings for the same time. For that reason, the refund model for a scheduled entertainment service cannot be treated in the same way as the return of a standard online purchase of goods.

This Policy applies to consumers, sole traders to the extent they benefit from consumer-style protection under applicable law, and business customers, although the exact scope of statutory protection may vary depending on the legal status of the customer and the nature of the contract.

If any provision of this Policy conflicts with mandatory law, mandatory law prevails. We publish this document so that the customer knows in advance what our operational practice is and which legal rights remain available even though a classic refund is generally not granted when the customer cancels a scheduled entertainment service.

Anyone making a reservation should read this Policy before paying for the booking. By placing a reservation, the customer acknowledges that choosing a specific date and time is a fundamental element of the contract and that cancelling such a slot has consequences different from cancelling a standard online sale of goods.

This Policy has been prepared with Polish law in mind, in particular the Act of 30 May 2014 on Consumer Rights, the Civil Code and the general rules on liability for non-performance or improper performance of contractual obligations. Our intention has been to present the rules in a way that is understandable to customers while remaining consistent with mandatory legal provisions.

As a general rule, consumers concluding distance contracts have a 14-day right to withdraw. However, the Consumer Rights Act contains statutory exceptions. Under Article 38(1)(12), the right of withdrawal does not apply to contracts for services related to leisure, entertainment, sport or culture if the contract specifies the day or period of performance.

In practice, this means that a customer booking a rage room session for a specified day and hour does not benefit from an automatic statutory 14-day right of withdrawal merely because the reservation was made online. This legal model reflects the nature of a scheduled service whose economic value is closely connected to the reserved and blocked time slot.

At the same time, Article 7 of the Consumer Rights Act provides that a consumer cannot waive statutory rights and that contractual terms less favourable than the statute are invalid. Therefore, this Policy is not intended to exclude rights arising from complaints, liability for non-performance, refunds due where the Service Provider cancels the service, or any other mandatory rights granted by law.

For this reason, our communication clearly distinguishes between two different scenarios. The first is an ordinary cancellation by the customer where we are ready and able to perform the service as agreed. The second is a situation where the service cannot be performed for reasons attributable to us, the service is performed improperly, or mandatory law grants the customer a specific remedy. In the first scenario, payment is generally not refunded. In the second scenario, we follow the law and apply the appropriate remedy.

The purpose of this Policy is not to suggest that a trader may freely exclude all liability. The purpose is only to make it clear that scheduled leisure and entertainment services are subject to a statutory exception from the usual 14-day withdrawal regime and that the operational burden of holding a specific slot justifies a no-refund rule in the case of an ordinary customer cancellation.

If administrative practice, court decisions or legislative amendments require clarification or revision of this document, we will update it accordingly. The outcome of any individual case always depends on the full factual background, the content of the contract and the legal framework applicable at the time.

A time slot booked with SMASH&FUN is not economically neutral. Once a reservation is accepted, we block a defined resource in time that cannot be sold twice. In practical terms, after the reservation is paid and confirmed, that slot is removed from general availability or becomes significantly harder to resell on fair commercial terms.

At the same time, we may refuse or lose the opportunity to accept other customers for the same date and hour. This affects individual customers, couples, groups and last-minute buyers alike. The closer the scheduled time, the less realistic it becomes to fill the cancelled slot with another customer without loss.

A confirmed booking also requires staff allocation, preparation of safety equipment, tools, entry and exit scheduling, cleaning after previous sessions and room setup according to the work plan. In some cases it also involves additional preparation related to upgraded packages, group handling or special requests made at the time of booking.

For those reasons, when the customer simply decides not to use the reserved slot, the payment is generally non-refundable. This is not designed as a penalty, but as a reflection of the scheduled nature of the service and of the fact that a defined operational resource has already been committed to a particular customer.

A no-refund rule does not mean that the customer is ignored. It simply means that, for this type of service, the primary practical solution is not the reversal of the payment but an attempt, where possible, to make use of the existing reservation through a change of date or time, provided that this can be done without unfairly disrupting operations.

In our view, this model is also fair to other customers. If every reservation could be cancelled at any moment without consequences, time slots would be blocked speculatively, schedules would become unreliable and prices for all customers would likely increase. Transparent rules require that the consequences of cancelling a specific slot are not shifted entirely onto the Service Provider.

That said, the above does not prevent an individual solution. In special circumstances we may voluntarily agree to a different outcome, but such a decision is discretionary and depends on availability, the timing of the request, the degree of preparation already incurred and the realistic chance of reselling the released slot.

If the customer cancels the reservation for reasons on the customer's side, payment for the service is generally non-refundable. This includes changes of personal plans, logistical issues, inability to attend, mistakes in selecting the hour, withdrawal by one of the participants or other reasons not attributable to any act or omission of the Service Provider.

This rule also applies when the reservation was made online, by phone or otherwise at a distance, provided that the booking concerns an entertainment service to be performed on a specified date or during a specified period. In such a case, the statutory 14-day withdrawal right does not apply because the legal exception covers services of this nature.

Even if the customer informs us in advance, we are not automatically obliged to refund the booking fee merely because the cancellation was notified before the session takes place. Early notice is still helpful in practice because it improves the chances of voluntary schedule reorganisation and of offering an alternative time slot if real availability exists.

If the customer does not appear for the booked session, or arrives so late that performance in the originally agreed scope becomes impossible or significantly impaired, the reservation may be treated as unused for reasons attributable to the customer. In that situation, the mere fact that the slot ultimately remained unused does not create an automatic refund obligation.

For clarity, this rule concerns an ordinary cancellation of the service and does not replace the complaint procedure regarding the quality of performance. If the customer believes that the service was not provided at all or was provided improperly, a complaint should be submitted. That type of case is assessed separately, under applicable law, and not solely through the lens of an ordinary cancellation rule.

In certain exceptional life situations, such as sudden unforeseen events, we may consider an individual solution. However, this does not create an automatic legal claim to a refund. The decision depends on the circumstances, the timing of the notice, the availability of new time slots and the operational possibilities on our side.

If the reservation was made for a larger group, a corporate event or by one person on behalf of several participants, the booking party is responsible for communicating this Policy to the others. The cancellation of one participant does not necessarily justify a refund of the whole reservation if the service as a whole could still have been performed in accordance with the contract.

In practice, many customers care more about preserving the value of the reservation than about disputing the refund itself. For that reason, the main alternative solution we may offer when a customer cancels is a change of date or time. This is an operational compromise rather than a recognition of a legal obligation to refund.

A change of date is possible only if other time slots remain available and moving the booking does not disturb an already planned work schedule. The timing of the customer request also matters. The earlier we receive notice, the greater the chance that a workable alternative can be proposed without undermining operations or the expectations of other customers.

As a rule, we may allow a one-time rescheduling. Further changes may be refused if they would create excessive uncertainty, repeatedly block slots that should be offered to other customers or otherwise become disproportionate from an organisational perspective. Any additional requests may therefore be assessed individually.

Rescheduling may require adjustment to current availability. This means that the new reservation may need to fall on another hour, another day or, if availability is limited, under a similar but not identical organisational arrangement. Whenever reasonably possible, we try to preserve the purchased package and the expected service standard.

If a new time slot is proposed, the customer should confirm it within the time limit indicated by us. Failure to confirm may result in the loss of the tentative replacement slot. For operational reasons we require clear acceptance and do not treat an unconfirmed proposal as a final rearrangement of the reservation.

The possibility of rescheduling does not mean that the original time slot loses importance. It remains a specific and committed booking, and any alternative solution is a voluntary accommodation intended to preserve customer goodwill and practical use of the funds already paid rather than to reverse the transaction.

If rescheduling is impossible because there is no availability or because the notice arrives too late, the general rule remains in force: in the case of an ordinary customer cancellation, payment is not refunded. A change of date or time is therefore a preferred solution where feasible, but it is not guaranteed in every case.

If the service cannot be performed for reasons attributable to SMASH&FUN, the customer remains protected. This includes, in particular, situations where, for organisational, technical, safety-related or other reasons on our side, we are unable to carry out the session as agreed.

In such a case, our first step is to offer the customer the nearest available and acceptable replacement slot. If the customer is not interested in a new date, or if rescheduling is not possible, we will provide the appropriate refund to the extent justified by the non-performance of the contract or by the agreed method of resolving the matter.

We follow a similar approach if the service is interrupted or materially limited for reasons attributable to us. The assessment of any specific case depends on the facts, but the underlying principle is that the customer should not bear the negative operational consequences of mistakes or failures on the part of the trader.

If a session has to be postponed due to safety reasons affecting participants or staff, we also treat the matter as a priority. Safety takes precedence over preserving the original timetable. In such cases, our goal is to offer a lawful and sensible solution consistent with good market practice.

Where extraordinary circumstances beyond the control of both parties arise, such as infrastructure failure, a safety threat, a binding decision of public authorities or another exceptional event, further handling may require an individual assessment. In those cases we act in good faith and seek a solution proportionate to the situation.

The distinction between an ordinary customer cancellation and the Service Provider's own failure to perform is central to the legal compliance of this Policy. A no-refund rule for ordinary cancellations does not mean that we may also retain funds where we ourselves failed to provide the contracted service.

This Policy does not limit the customer's right to submit a complaint if the customer believes that the service was not performed, was performed improperly or the financial settlement is incorrect. A complaint should describe the event as precisely as possible, indicate the reservation number, the date of the service and the remedy expected by the customer.

Customers may contact us electronically or by phone and, if formal handling is needed, they should send the complaint on a durable medium. Our response will take into account both this Policy and the mandatory provisions of law applicable to the specific situation.

If the complaint concerns non-performance or improper performance, the matter will be reviewed not only under the rules for reservation cancellations but also under the general rules of contractual liability. In other words, we do not automatically reject all claims merely because this document sets out a general no-refund rule for ordinary customer cancellations.

For consumers and other persons benefiting from relevant statutory protection, we respect the principle that contractual terms less favourable than mandatory law are invalid. This is an important safeguard showing that the Policy is not intended to circumvent legal standards.

If a complaint is upheld in whole or in part, the financial or practical resolution will be adapted to the circumstances. This may mean rescheduling, repeat performance of the service, a price reduction, a partial refund or a full refund if that is legally and factually justified.

We aim to resolve issues amicably whenever possible. We strongly encourage customers to contact us as early as possible, especially if they foresee a problem with attending the session or wish to request a new date. In practice, early communication greatly increases the chance of finding a mutually acceptable solution without formal escalation.

Where necessary, customers may also use the legal protection mechanisms available to them, including assistance from consumer ombudsmen or other instruments provided by law. Our aim, however, is first and foremost to reduce disputes through clear communication and transparent rules already at the booking stage.

By making a reservation, the customer confirms understanding of the scheduled nature of the service and of the fact that reserving a specific day and hour commits operational resources on the part of SMASH&FUN. For that reason, an ordinary cancellation by the customer does not create an automatic refund obligation on our side.

At the same time, we declare that, subject to availability and reasonable operational possibilities, we prefer practical solutions, in particular a one-time change of date or time if the customer reports the issue sufficiently early. Our goal is that the amount already paid may still be used for the service rather than become the subject of an avoidable dispute.

In every case, however, we remain fully bound by mandatory provisions of Polish law. If the law grants the customer a specific right, this Policy does not override the statute. To that extent, the relevant statutory rules apply regardless of the wording of this document.

This Policy may be updated from time to time in order to clarify procedures, improve communication or adapt the document to organisational or legal changes. The current version is published on the website and applies from the date indicated in the header of the document.

If the customer has any doubts about cancellation rules, rescheduling options or the possible consequences of cancelling a booking, we recommend contacting us before payment is made. With scheduled services, many misunderstandings arise from the assumption that every reservation operates like an ordinary online retail purchase, which is not the case in law or in business practice.

This Policy has been prepared to remove uncertainty and to state clearly that, as a rule, we do not refund bookings cancelled by the customer because during that time we may reject other customers, schedule staff and remain ready to perform the service. Instead of a refund, we may, where realistically possible, offer a change of date or time.