Complaints and voucher terms

§ 1. General Provisions

This document sets out the rules for filing complaints and using vouchers at Studio Dewi – a business operated by Milena Mysera (“DEWI”), Tax ID (NIP): 7282619983, Statistical ID (REGON): 360764218, with its registered office at ul. Aleja Zygmunta Krasińskiego 24A, 30-101 Kraków, entered into the Central Register and Information on Economic Activity (CEIDG), maintained by the Minister of Economic Development and Technology.

This document applies both to massage services provided on-site and to the sale of vouchers via the website https://studiodewi.pl.

Definitions: Consumer – a natural person performing a legal transaction not directly related to their business or professional activity;

Entrepreneur with consumer status – a natural person entering into a legal transaction directly related to their business activity, where the nature of such a transaction indicates that it is not of a professional character for that person—specifically, that it does not fall within the scope of their primary business operations.

§ 2. Nature of services

Studio Dewi provides intangible services consisting of massages and manual treatments, which are tailored to the individual—depending on the client’s health condition and personal expectations.

The effects of a massage may vary based on an individual’s bodily response; such variations do not constitute grounds for a complaint, provided that the service was performed in accordance with professional standards and prior arrangements.

§ 3. Right to file a complaint

Every client has the right to file a complaint if they believe that the service was performed inconsistently with the agreement, improperly, or in an unprofessional manner.

The right to file a complaint applies to consumers and entrepreneurs with consumer status.

Subjective impressions that do not stem from objective shortcomings cannot serve as a basis for upholding a complaint.

Complaints regarding vouchers (e.g., incorrect data, a non-functional link, or improper labeling) may also be submitted in accordance with this document.

§ 4. Time limit for submitting complaints

Complaints regarding massage services must be submitted no later than 7 days from the date the service was performed. This administrative time limit does not shorten the statutory periods for pursuing claims.

Complaints related to the purchase of vouchers may be submitted within 14 days from the date of purchase, provided that the voucher has not yet been redeemed. This administrative time limit does not shorten the statutory periods for pursuing claims.

The time limits specified above apply to both consumers and entrepreneurs with consumer status.

§ 5. How to submit a complaint

Complaints may be submitted electronically via email to: biuro@studiodewi.pl.

A complaint should include: the client’s full name,

information as to whether the client is a consumer or an entrepreneur with consumer status,

the date of the visit or the date the voucher was purchased,

a detailed description of the issue,

and, if possible, an attachment (e.g., a photo of the voucher, proof of payment).

§ 6. Processing of complaints

Studio Dewi processes complaints within 14 days of receiving them.

The client will be informed of the decision via email.

In the event that a complaint is upheld, Studio Dewi may offer: the re-performance of the service,

a partial or full refund,

an alternative service (e.g., a different type of massage),

or another solution agreed upon individually with the client.

The rights specified in point 3 apply both to consumers and to entrepreneurs treated as consumers.

§ 7. Limitations of liability

Complaints will not be upheld in the following cases: a gross violation of the terms of cooperation or hygiene standards by the client;

failure to cancel a scheduled appointment at least 24 hours in advance;

an unjustified attempt to obtain a refund without any factual basis.

§ 8. Out-of-court dispute resolution

In the event of a dispute, the client may seek assistance from a municipal consumer ombudsman, a mediator, or relevant consumer protection institutions.

More information: www.uokik.gov.pl

§ 9. Final provisions

Studio Dewi reserves the right to amend these terms and conditions. The current version is always available on the website.

Matters not covered herein shall be governed by the provisions of the Civil Code and the Act of 30 May 2014 on Consumer Rights.

§ 10. Withdrawal from the contract – purchase of a voucher

Consumers, as well as entrepreneurs treated as consumers, have the right to withdraw from an online voucher purchase without providing a reason within 14 days of the date of purchase—provided that the voucher has not yet been redeemed and does not pertain to a service scheduled for a specific date.

To exercise your right of withdrawal, please send a declaration to the following email address: biuro@studiodewi.pl

A refund will be issued using the same payment method within a maximum of 14 days from the date the declaration is received.

Limitations on the right of withdrawal: The right of withdrawal does not apply to vouchers purchased for a service to be provided on a specific date (e.g., a holiday promotion with a set date of fulfillment).

For service vouchers where the service has been fully performed before the expiry of the withdrawal period, the right of withdrawal ceases to apply.

For vouchers covering personal services (such as massages) that have already commenced—with the express consent of the consumer (or an entrepreneur treated as a consumer)—before the end of the 14-day withdrawal period, the right of withdrawal does not apply.

The rights mentioned above apply exclusively to consumers and entrepreneurs treated as consumers. Entrepreneurs making purchases in the course of their professional business activity do not have the right to withdraw from the contract.

§ 11. Terms of Use for Vouchers

Vouchers entitle the holder to use massage services at Studio Dewi, up to a specified scope or monetary value.

The standard validity period for a voucher is 3 months from the date of purchase, unless otherwise specified (e.g., in the case of special occasion vouchers).

Once its validity period has expired, a voucher becomes void—it can neither be used nor extended, unless otherwise agreed upon on an individual basis prior to the expiration date.

A voucher may be transferred to another person, provided that the recipient meets the requirements for the service (e.g., has no medical contraindications).

To book a service using a voucher, you must contact us in advance (by phone, email, or via our booking system) and provide the voucher number.

Failure to cancel an appointment at least 24 hours in advance may result in the voucher being considered redeemed.

Vouchers cannot be exchanged for cash (in whole or in part), except in cases provided for by law (e.g., in the event of a valid withdrawal from the contract).

If a service is chosen that exceeds the value of the voucher, the client is required to pay the difference before the treatment is performed.

Studio Dewi – Last updated: May 9, 2025

This document outlines the terms and conditions for filing complaints and using vouchers at Studio Dewi—operated by Milena Mysera "DEWI," Tax ID (NIP): 7282619983, Statistical ID (REGON): 360764218, with its registered office at ul. Aleja Zygmunta Krasińskiego 24A, 30-101 Kraków.

A complaint must include: the client’s full name,

If a complaint is upheld, Studio Dewi may offer: to re-perform the service,

Complaints will not be accepted in the event of: a flagrant violation of the terms of cooperation or hygiene standards by the client,

A consumer has the right to withdraw from an online voucher purchase without providing a reason within 14 days of the date of purchase—provided that the voucher has not yet been redeemed and does not pertain to a service scheduled for a specific date.

In the case of purchasing a service voucher for a specific date (e.g., a holiday promotion with a set redemption date), the right of withdrawal does not apply.