Terms and Conditions and Complaints Procedure of the MIKS Krnov Organization

1 BASIC PROVISIONS

1.1 These Terms and Conditions and Complaints Procedure govern all purchases of tickets for cultural events (theater performances, film screenings, concerts, museum admission, leisure activities, outdoor events, courses, etc. - hereinafter referred to as the "Events") organized by the MIKS Krnov organization (hereinafter referred to as the "Organizer") made through its own sales network or through the Krnov Tourist Information Center (hereinafter referred to as the "TIC Krnov"). By purchasing a ticket in any form, the customer expresses his agreement with these Terms and Conditions and Complaints Procedure (hereinafter referred to as the "Terms and Conditions") and undertakes to comply with them.

1.2 The company MIKS Krnov means the company Městské informační a kulturní štědisko Krnov, příspěková organizace, business register ID: 00601179, VAT ID: CZ00601179, with its registered office at Krnov, nám. Míru 1/14, 749 01.

1.3 In connection with entry to a specific Event, the Customer is always obliged to comply with the rules set by the Event organizer. He is also obliged to comply with the operating and visitor regulations of the Event venue.

1.4 The Organizer of each Event reserves the right to change its program, date and venue. By purchasing a ticket, the Customer acknowledges this right of the Organizer.

1.5 The Organizer does not accept back or exchange purchased tickets due to possible misuse.

1.6 For the reason stated in the provision of Section 1837 letter j) of the Civil Code, the purchase of a ticket or e-ticket cannot be withdrawn, even when purchased online, because it is a contract for the use of leisure time and because the performance to which the ticket entitles is provided on a specified date.

1.7 Any unauthorized intervention on the ticket, including the removal of the control coupon, makes the ticket invalid. Counterfeiting a ticket is punishable.

1.8 The publication of special promotional offers does not entitle the customer of previously purchased tickets to compensation.

1.9 Ticket or subscription orders are binding. After the invoice has been issued, the number of tickets, ticket category or date of the Event cannot be changed.

1.10 In the event of a request to send tickets by post, a postage fee of 40.00 CZK is charged. Tickets for the Event will be sent by post after receiving payment to the Organizer's bank account. Payment will be made based on the invoice issued.

1.11 The Organizer reserves the right to change or supplement these terms and conditions.

2 CANCELLATION OF THE EVENT OR CHANGE OF DATE

2.1 Cancellation of the event - in the event that the Event for which the customer purchased a ticket or electronic ticket is cancelled, the customer will be refunded the purchase price of the ticket. Tickets can be returned within 30 days from the date of the cancelled Event. In the case of electronic tickets purchased via an invoice, the money will be refunded via a non-cash return transaction back to the account - the customer will be required to send the bank account number, including the payment specification, so that the payment can be traced and returned to their account.

2.2 Change of performance date - in the case of a change of performance date, the tickets remain valid for the replacement Event. The deadline for refunding the admission fee is set within 30 days from the announcement of the new Event date on our website www.mikskrnov.cz. In the case of electronic tickets purchased via an invoice, the money will be refunded via a non-cash return transaction back to the account - the customer will be required to send the bank account number, including the payment specification, so that the payment can be traced and returned to their account.

2.3 Returning tickets and subsequent payment of money always takes place according to specific procedures published on www.mikskrnov.cz.

2.4 Tickets can only be returned at the place where they were purchased. The exception is tickets purchased for Events held at the Mír 70 cinema. These tickets can only be returned at the main box office of the Mír 70 cinema.

3 ONLINE PURCHASE OF TICKETS

General terms and conditions for online ticket purchases on the website www.mikskrnov.cz implemented for the company Městské informační a kulturní středisko Krnov (MIKS Krnov), náměstí Míru 1/14, 794 01 Krnov, by Global Payments s.r.o, through the GP webpay payment gateway and DISdata s.r.o.

3.1 Method of purchasing tickets

3.1.1 After selecting and marking tickets for a specific Event, the customer is obliged to fill in the displayed electronic form and enter all required information and the method of delivery of the E-ticket. By confirming the entered data, the customer is redirected to the DISdata website, where the final ticket price is displayed to the customer. By agreeing to this amount, the customer is redirected to the Global Payments website, where after completing additional personal data, the customer will be transferred to the payment gateway.

3.1.2 Once the payment is made, a page with a confirmation of the purchase of tickets will be displayed (the confirmation contains a QR or barcode), which must be either printed in high resolution or shown on your smartphone upon entering the Event.

3.1.3 The customer is also sent an information e-mail about the purchase of tickets to the email address provided by him. The organizer does not guarantee the delivery of the e-mail message to the server on which the customer's e-mail box is located, may not accept the message, or may evaluate it as spam. Please always check your spam (spam).

3.1.4 The main and essential identifier of each confirmation is a QR or barcode, or a numeric code. If the customer does not present a printed or downloaded confirmation of the purchase of tickets via the Internet to their smartphone upon entering the Event, or if this is illegibly printed or downloaded, or if it is otherwise not possible to verify its authenticity, they are not entitled to entry to the Event or a refund.

3.1.5 During the transaction and seat selection, the customer may not enter a back step in their internet browser, nor close the internet browser window in which they are purchasing or booking a ticket. All data is recorded only on the current page and, upon confirmation, is stored in a security certificate, which cannot be returned due to increased security.

3.1.6 The customer has a time limit of 20 minutes to purchase tickets. During this time, a so-called temporary reservation of selected seats is made. If a successful purchase or reservation is not made within 20 minutes, the temporarily reserved seats are released for sale. This release will take place in another 20 minutes.

3.1.7 The organizer reserves the right not to allow online sales for some Events.

4 TICKET RESERVATIONS

4.1 How to reserve tickets for the Krnov Municipal Theatre, St. Ducha and the Krnov Municipal Museum – ticket reservations for the Municipal Theatre in Krnov, the Concert Hall of the Holy Spirit and the Krnov Municipal Museum are not possible. Only so-called Direct ticket sales are carried out, through the Organizer's own sales network or in the form of pre-sale at TIC Krnov. Tickets can be purchased online for the Krnov Municipal Theatre.

4.2 How to reserve tickets for the Mír 70 Cinema Krnov

4.2.1 Ticket reservations via the Mír 70 Cinema website are only allowed to holders of Mír 70 Cinema loyalty discount cards in a maximum of 2 tickets per day. The Organizer reserves the right not to allow reservations for some performances. The Municipal Card does not allow its holder to reserve tickets.

4.2.2 After selecting a specific film performance, the customer enters the discount card number in the appropriate field, which is listed on the back of the card under the barcode.

4.2.3 After entering the card number and selecting a specific seat/section, the cardholder will see a button for booking tickets. The customer is also required to fill out the displayed electronic form and enter all required information. By confirming the entered data, the tickets are booked.

4.2.4 Once the reservation is complete, a page with a ticket booking confirmation will be displayed, which must be either printed or shown on your smartphone when picking up the reserved tickets at the Mír 70 cinema box office.

4.2.5 The customer will also receive an information email about the ticket booking to the email address they provided. The organizer does not guarantee delivery of the email message to the server on which the customer's email box is located, may not accept the message, or may evaluate it as spam. Beware of spam.

4.2.6 During the transaction and seat selection, the customer may not enter a back step in their internet browser, nor close the internet browser window in which they are making the ticket reservation. All data is recorded only on the current page and, upon confirmation, is stored in a security certificate, which cannot be returned due to increased security.

4.2.7 The customer has a time limit of 20 minutes to reserve a ticket. During this time, a so-called temporary reservation of the selected seats is made. If a successful purchase or reservation is not made within 20 minutes, the temporarily reserved seats are released for sale again. This release will take place in another 20 minutes.

4.2.8 The reservation must be collected 30 minutes before the start of the performance. Failure to comply with the conditions will result in the reservation being forfeited.

4.2.9 The organizer reserves the right to cancel reservations made if they are assessed as speculative, ineffective, repeated and thus preventing other viewers from purchasing or reserving tickets. The organizer may also adjust reservations in order to minimize financial loss when selling tickets (this involves adjusting the seating of customers so that odd seats do not arise).

5 MIKS KRNOV GIFT VOUCHERS

The organizer sells gift vouchers to exchange for tickets for events organized by it. Gift vouchers always have a specified validity period. After the expiration of the validity period, the voucher can no longer be exchanged for a ticket. The organizer does not refund funds up to the value of the gift voucher. Vouchers can be purchased at TIC Krnov or at the box office of the Mír 70 Krnov cinema. Tickets can be exchanged at the box office of the Mír 70 cinema, Art Club, Municipal Theatre, Flemmich Villa and TIC Krnov.

6 FILM CARD, BIO SENIOR CLUB AND FILM CLUB PASS

6.1 Film card – intended for the general public – every tenth ticket is free, possibility of online reservations and payment of tickets by credit.

6.2 Bio Senior Club card – intended for seniors of retirement age (according to the age limit determined by the CSSA) – discounted admission to films screened by the Bio Senior Club, Art Club and Film Club of the Mír 70 Krnov cinema, every tenth ticket is free, possibility of online reservations and payment of tickets by credit.

6.3 The sale of the above cards and their loading with cash can only be done at the box office of the Mír 70 Krnov cinema. These cards serve as a wallet for the Organizer’s film screenings.

6.4 Film Club card – intended for fans of artistically valuable films – discounted admission to the Organizer’s film screenings, but also at film clubs throughout the Czech Republic.

7 CITY CARD

7.1 It is intended for the general public. It is a discount card, with the option of charging credit and paying for tickets with credit.

7.2 The cardholder is entitled to a 20% discount on selected Organizer's Events. Every twentieth ticket is free. The maximum number of tickets purchased on one City Card for one Organizer's Event is 6.

7.3 Rules for obtaining the twentieth free ticket: only for purchases at individual MIKS Krnov facilities (e.g. the twentieth ticket for a film screening at the Mír 70 cinema, the twentieth ticket at the Krnov Municipal Museum, etc.). The twentieth free ticket cannot be used for purchases across various Organizer's facilities.

7.4 The City Card can only be purchased at the ODIS contact point in Krnov (in the Prior department store, address: Zámecké nám. 2068, e-mail: info­‑krnov@kodis.cz, tel. +420 555 440 345). Credit on the City Card is charged at the cash desks of all MIKS Krnov facilities (Mír 70 Krnov cinema, Art club, Krnov Municipal Theatre, St. Ducha Concert Hall, Krnov Municipal Museum – Flemmich's Villa). Credits charged at MIKS Krnov facilities can only be used at its establishments.

7.5 The organizer reserves the right to determine which Events the card can be used for.

8 COMPLAINTS RULES

8.1 A complaint must be made immediately after discovering irregularities. The customer can make a complaint by phone or e-mail. In the case of direct ticket sales, the customer shall file a complaint at the place of ticket purchase. If the amount for the ticket purchase was debited from the customer's account during the ticket purchase process, but the tickets were not displayed or sent to the specified e-mail address, the customer shall file a complaint with the Organizer. The requested ticket complaint will be assessed by an authorized employee of the Organizer. E-mail for ticket complaints to the Mír 70 Cinema: kino@mikskrnov.cz, +420 554 615 050, E-mail for ticket complaints to the Municipal Theater: divadlo@mikskrnov.cz, E-mail for ticket complaints to the Municipal Museum of Krnov: muzeum@mikskrnov.cz, E-mail for ticket complaints to the Concert Hall of the Holy Spirit: programy@mikskrnov.cz

8.2 If the customer's ticket complaint is accepted, the possibility of a refund is the original payment method. A customer who has purchased tickets online must send a confirmation email of the payment to their email address and, based on this email and an acknowledged complaint, the amount paid for the tickets will be sent to their bank account, which they will enter in the email along with the confirmation email of the ticket purchase.

8.3 The refund period for tickets purchased online is valid for 30 days.

8.4 In the event that an incorrect amount is deducted from the customer's account after paying for the tickets using a payment card or through other payment systems at the Organizer's box office, the customer is entitled to complain about this fact only to the bank that issued the payment card that the customer used to pay for the tickets, or to the provider of another payment system through which the ticket was paid.

8.5 The customer is entitled to make a complaint about goods purchased in the Organizer's buffets. The customer may make a complaint about the goods sold due to incorrect measurements and weights, only immediately after purchase and before tasting the drink or food, or in the case of poor quality and temperature of the food immediately after tasting. At the customer's request, the staff is obliged to check the correct volume of the drink using a calibrated measuring cylinder or the correct weight of unpackaged goods using a calibrated scale. In the event of incorrect charging of the prices of the goods offered, the visitor is entitled to make a complaint only immediately upon payment. The visitor is obliged to check the goods at the checkout when purchasing, and if they receive different goods, they must immediately notify the staff; later complaints will not be considered. The customer will recalculate the refunded money immediately at the checkout; later complaints will not be considered. Unpackaged products are intended for direct consumption by the customer or for consumption according to the expiration date stated by the manufacturer on the original packaging. The organizer complies with HACCP requirements and hygiene requirements issued by the manufacturer or importer of food products. The organizer is not responsible for incorrectly stated measurements on beverage cups and other packaging for unpackaged foods. Beverage cups and other packaging are taken over from the manufacturer or distributor.

9 PROTECTION OF PERSONAL DATA

9.1 By reserving tickets online, purchasing an electronic ticket or purchasing MIKS Krnov discount cards, the customer gives the Organizer, in accordance with Act No. 110/2019 Coll., Act No. 40/1995 Coll. and Act No. 480/2004 Coll., as amended, consent to the processing of their personal data in the scope of name, surname, e-mail, telephone number and address, or other data specified in the registration form for the purpose of booking a ticket online or selling an electronic ticket via the Internet, or for the purposes of a complaint or information about a canceled event.

9.2 The data that will be used to pay the purchase price of the electronic ticket are provided directly to companies operating secure online payment gateways and the Organizer does not have access to this data. This data is protected in accordance with the general terms and conditions of the operators of these secure online payment gateways.

10 FINAL PROVISIONS

These terms and conditions apply as stated on the Organizer's website on the day the customer purchases the tickets. By purchasing tickets, the customer accepts all provisions of the terms and conditions without reservation and is irrevocably bound by them. By purchasing tickets, the customer also confirms his agreement with the Organizer's internal rules and is obliged to comply with them.

These terms and conditions come into force on September 1, 2022.

In Krnov, August 31, 2022