Refund & Guarantee Policy

What is the Buyer Guarantee, in one line?

If your ticket is invalid, never arrives, or you are refused entry, you get a replacement or a full refund of what you paid — funded and operated by INTERHUB s.r.o. The Guarantee is a free contractual service commitment standing behind the outcome of our own intermediary service, governed by the Czech Civil Code (Act No. 89/2012 Coll.) — not insurance, not a separately purchasable product (you pay no premium and no fee for it), and not a claim that we have verified your ticket. Where we pay out, we recover the amount from the Seller as a contractual debt.

What does the Guarantee cover?

• Non-delivery — the Seller does not deliver the ticket by the stated deadline.
• Invalid / duplicate / already-used ticket.
• Refused at entry — you are turned away at the door because of a problem with the ticket.
• Not as described — the ticket materially differs from the listing (e.g. wrong event, date, or section).

What doesn't the Guarantee cover?

Events outside the ticket itself — for example, you not attending, the event being cancelled or rescheduled by the organiser (that is the organiser's responsibility and refund policy), buyer error (e.g. paying the wrong amount or reference, or paying someone other than the Seller's shown IBAN), or losses you could have avoided. If the organiser cancels or reschedules the event, any refund is governed by the organiser's own policy and is not covered by this Guarantee — our Guarantee covers problems with the ticket itself (see the previous question).

How does a remedy work?

We will first try to provide a suitable replacement with your consent; if we cannot, you receive a full refund of the amount you paid the Seller, made by us from our own funds. We do not force a replacement on you.

How do I make a claim?

Open a claim from the affected order in My orders as soon as you become aware of the problem, and at the latest within 7 days after the event date. Tell us what went wrong and attach evidence (e.g. proof of your transfer, screenshots, refusal-at-entry details). We aim to acknowledge your claim within 2 business days and to resolve it within 14 days. While a claim is open, we suspend the Seller's commission for that order.

Why is there no 14-day "change of mind" cancellation?

Event tickets for a specific date are exempt from the EU/Czech 14-day distance-selling right of withdrawal (Civil Code §1837(j) — use of free time on a specified date). This means you cannot cancel simply for changing your mind; instead, every order is protected by this Buyer Guarantee for the problems listed above. Statutory consumer rights you may have against a Seller who is a trader are not affected.

How does payment work, and what does "refund" mean here?

You pay the Seller directly by bank transfer; we never hold your money. A "refund" under this Guarantee is therefore paid to you by us, from our own funds, when a covered problem occurs — it is the performance of our guarantee, not the return of money we were holding (we hold none). Because bank transfers are not reversible, this Guarantee — not a card chargeback — is your protection; pay only the IBAN and reference shown on your order, and keep your transfer confirmation.

Are there any fees?

Our fee is a commission charged to the Seller. There is no buyer fee — the price you see at checkout is what you pay.

How do I contact you?

Questions about a claim: support@bilzeo.com. For out-of-court consumer dispute resolution, see the Czech Trade Inspection Authority (ČOI), adr.coi.gov.cz (Terms §14).