Reimbursements and complaints in the PKL SA online shop

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1 Reimbursements and complaints in the PKL SA online shop 1. In case of non-operation of tramways, ski lifts, recreational facilities; or suspension of tramways, ski lifts and recreational facilities operation due to force majeure, including worsening weather conditions; or suspension of tramway operation due to technical reasons attributable to PKL S.A. (including technical failures), the PKL online shop users will receive a refund for unused tickets and ski passes. 2. The reimbursement of the amounts due indicated in point 1 of this paragraph should be made according to the instructions available in the online sales system after clicking the Reimbursement instructions icon on the website, which opens a *.pdf document. 3. In case of purchasing a ticket in the mobile version of the online shop, the reimbursement can be made after the user submits an appropriate statement, which constitutes Annex 2 to the terms and conditions. The statement can be downloaded: - on the website s ( - at the following address OD UMOWY.docx - after logging into the online shop, it can be found in the Instructions and Conditions tab. It is entitled Withdrawal from an agreement of purchase of a ticket made without registration in the mobile version of the online shop. The statement should be sent to the following address reklamacje@pkl.pl, or at: PKL S.A ul. Krupówki Zakopane. 4. In case of ski passes used only partially due to an interruption in the operation of all tramways and ski slopes due to weather or technical reasons, the ski pass reimbursements terms and conditions constituting Annex 3 to the Terms shall apply. 5. A refund request according to points 1 and 3 of this paragraph should be made within 30 days from the planned date of the order fulfilment. The user may withdraw from the sales agreement concluded using the online sales system in accordance with the following provisions of this paragraph. I. The right to withdraw in case of tickets and ski passes for Kasprowy Wierch tramway.

2 1) In case the user cancels the order concerning tickets and ski passes bought: a) within 1 day from the date of the ride indicated on the ticket and the ski pass, the user is entitled to cancel the entire order. b) on the day the ticket or the ski pass is valid, the user can return them, but only 80% of their original price will be refunded. II. The right to withdraw from the sales agreement in relation to tickets and ski passes bought for other tramways and ski runs. In case the user withdraws from the order for tickets and ski passes bought for the remaining tramlines, the user is entitled to withdraw from the entire order. III. The reimbursement of amounts due indicated in this paragraph should be made according to the instructions available in the online sales system after clicking the Reimbursement instructions icon on the website, which opens a *.pdf document The procedure for returning tickets and ski passes bought online and making complaints, Log in to the shop Choose the My Orders tab Find the order you would like to complain about and drop down the list of documents attached to it. There will be a list of FSL prepayment invoices: one for every day of the order s validity. There will be a return or complaint button assigned to each of them. The complaint button concerns refunds that are subject to reduction (made 0 to 24 hours before the validity date) and non-operation of the tramway. The return button will be active 24 hours before the service is provided and refers to a full refund. Click the return/complaint button. We will get an- with information about the return. After we receive it, we will issue a corrected invoice and send it to your address after a short period of time. You should confirm the corrected invoice by clicking on the link in the that will redirect you to the corrected invoice page there will be a Confirm the receipt of the invoice button. After it is activated, we will be able to make a refund. Refunds will be made via the przelewy24.pl website to the account from

3 which the money was received. KASPROWY WIERCH SKI PASSES RETURNING TERMS AND CONDITIONS KASPROWY WIERCH I. Definitions of terms: 1. Ski pass it is valid in a specific period of time for one person and entitles him/her to ride by the Kasprowy Wierch tramway and the chair lift in Kocioł Gąsienicowy and Goryczkowy. Each person has to have his/her own ski pass. The use of one ski pass by several persons or by persons not entitled to a discount will lead to the card s loss and a possibility of being banned from future rides. 2. Family ski pass it is valid in a given period of time and for a whole family consisting of two adults and at least one child up to 15 years old. Each child pays 50% of the reduced-price ski pass. Each person has to have his/her own ski pass. The use of one ski pass by several persons or by persons not entitled to a discount will lead to the card s loss and a possibility of being banned from future rides. 3. Ski passes defined in points 1 and 2 are sold on paper and plastic card media. The plastic card costs 15 PLN and its price is non-refundable. 4. Ski passes are assigned to their users and cannot be re-sold or provided to another person for free. II. SKI PASS losses and damages. 1. Ski passes that have been damaged mechanically by the customer cannot be returned or replaced. 2. In case a ski pass has been lost or stolen, its owner must report this fact to tramway personnel immediately. In such a case, the ski pass owner must present proof of purchase of the ski pass, and in case of ski passes on plastic

4 cards also the ID of the person for whom the ski pass was issued (or the person s statutory representative). Only after the loss or theft is reported and the required documents are provided, can the ski pass be blocked and the data needed can be verified. III. Reimbursements. 1. Reimbursements are made on the basis of a written complaint submitted to the PKL cash desk or to the PKL seat within 30 days from the date upon which the ticket was valid and unused using a complaint form, with the exception of point The amount due will be transferred to the customer s account or sent by mail. 3. The customer must provide proof of purchase when filing a complaint. 4. After PKL verifies the complaint made in a complex manner, it will decide about its resolution method within 7 business days. The date of resolving a complaint will be no later than 30 days from the date of its submission. 5. In order for the complaint to be considered, it is necessary that the customer provide his/her contact data in order for us to inform him/her about the method of the complaint resolution. 6. In every case that the Kasprowy Wierch tramway does not operate, 100% of the price should be reimbursed in the same place and format in which the ski pass was purchased. 7. With the exception of point III 6, the ski pass should be returned if (and only if): a. all tramway traffic has been stopped at all open ski routes together with the ski slope, that are: Kasprowy Wierch, Gąsienicowa and Goryczkowa and the ski pass validity has been suspended continuously for longer than 1 hour; b. in case of the closed ski slope to Kuźnice if there has been a stoppage of

5 the Gąsienicowa and Goryczkowa tramways and the ski pass validity has been suspended for more than 1 hour. 8. In situations indicated in point 7.III, we will reimburse the amount paid, reduced by the price of the KL Kaprowy Wierch ride: that is, the full-price ticket price for a ride up, in case of a full-price ski pass (43.00 PLN), and a reduced price ticket for a ride up, in case of a reduced price ski pass (38.00 PLN). In case of a family ski pass, the price is reimbursed according to the sales: Adult the amount paid will be reduced by the price of a full-price ticket for riding up by the Kasprowy Wierch tramway (43.00 PLN/each person); the first child: -20% of the reduced price ticket for riding up by Kasprowy Wierch tramway: that is PLN; and every next child 50% of the amount: that is 19%. The ski pass can be returned within 30 days from its purchase date. 9. In case of unused, multi-day ski passes, only the amount for the day upon which the ski pass was not used can be reimbursed, according to the terms of reimbursing one-day ski passes (100% for each day, according to point 6 and a partial reimbursement, according to points 7 and 8). The ski pass amount should be divided into days, and calculations would be made according to the aforementioned rules. Such a return can be made after the ski pass validity expires. 10. If tramways were open within the period of validity of a multi-day ski pass, it cannot be returned. Enjoy your shopping! PKL S.A. Shop Team

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