Complaints and refunds
Document version: 2026-11-04 · English translation. If it differs from the Hungarian text, the Hungarian version prevails.
1. Contacts and how to complain
Complaint handler: Kálvin Trend Kft. Registered office, postal complaints address, email, telephone, opening hours and any place for in-person handling: [TO BE COMPLETED, matching the imprint]. A complaint can be made orally or in writing. We do not require you to use only our own form.
It helps if you give your name, a reply address, the order number, the event, what happened and what you want. A missing order number is not an automatic ground for refusal if the case can be identified another way. Do not send a password, a full card number or a CVC.
2. Deadlines and the record
We examine an oral complaint at once and remedy it if needed. If an immediate solution is not possible, or the consumer disagrees with the handling, we take a record without delay. For a complaint made in person, a copy is handed over on the spot. For another oral complaint, it is sent in the required way.
An oral complaint made by telephone or another electronic communications service receives a unique identifier. As a rule we send a substantive, reasoned reply to a written complaint within 30 days of receipt. If a different mandatory deadline applies, that deadline governs. Asking for missing information does not automatically restart the statutory deadline.
If we provide an electronic complaint form, we confirm receipt without delay to the email address given. We keep the complaint, the record and the substantive reply for three years. A repeated complaint with the same content and no new information, or a complaint from a person who cannot be identified, may be left unexamined only where the law allows it.
3. Refunds and ticket errors
If an event is cancelled, this system starts a refund of the amount paid, linked to the original transaction. The time of the bank credit also depends on the provider. We treat the money as settled only after the refund is confirmed. A failed operation must be examined again.
A wrong or double charge, a missing ticket, a wrong invoice, a name error and a transfer problem can also be reported separately. The right remedy may be a correction, a replacement, sending it again, or a refund depending on the circumstances. Customer service will not ask you to buy again instead of proving a right you have already paid for.
For a concert ticket on a specified date, the 14-day right of withdrawal without a reason is as a rule excluded under section 29(1)(l) of Government Decree 45/2014. This does not affect a claim for defective performance, cancellation or an unlawful charge. Another product or a standalone extra service must be judged separately.
4. Refusal and remedies
If we refuse, we state the reasons, the authority or conciliation body available for that kind of complaint and their current contacts, and whether the business has made a general submission statement for conciliation. We do not tie a remedy to our own form, a waiver of rights, or a further fee.
The consumer may turn to the conciliation body for their home, place of stay or seat, after trying to settle the matter directly. The full name, seat, postal address, telephone and website of the bodies that apply: [TO BE COMPLETED; a collection link alone does not replace the mandatory details]. The business’s duty to cooperate is as the law provides.
The contact of the territorially competent consumer-protection authority, and whether the business has made a general submission statement: [TO BE COMPLETED]. The consumer may also go to court. Making a complaint does not exclude another lawful remedy.