Refund and Cancellation Policy

1. General Provisions

This Refund and Cancellation Policy ("Policy") governs the terms for canceling bookings and obtaining refunds for festival trips and related services offered by qelzix.com (PE, EDRPOU 33924152) ("we", "us"). By placing an order, you agree to this Policy, our Public Offer, Privacy Policy, Cookie Policy, and Contact Information, as required by the Law of Ukraine "On Electronic Commerce" of 03.09.2015 No. 675-VIII.

2. Cancellation by the Consumer

You may cancel your booking at any time before the start of the trip. To cancel, contact us at contact@qelzix.com or +380 676 115 9514. Cancellation fees may apply as follows: if you cancel more than 30 days before the trip, you receive a full refund minus a 10% administrative fee; 15–30 days, 50% refund; less than 15 days, no refund. Refunds are processed within 14 days of cancellation, subject to the Law of Ukraine "On Consumer Protection" of 10.06.2023 No. 3153-IX. If the trip is a packaged tour, the Law of Ukraine "On Tourism" of 15.09.1995 No. 324/95-VR may apply.

3. Refunds

Refunds are issued to the original payment method. If you cancel due to our fault, you receive a full refund. If you cancel for personal reasons, we may retain a portion to cover costs. No refunds are given for no-shows. This complies with the Law of Ukraine "On Consumer Protection" of 10.06.2023 No. 3153-IX.

4. Cancellation by the Provider

We may cancel a trip due to force majeure or insufficient bookings. In such cases, you will be offered a full refund or an alternative date. We will notify you as soon as possible.

5. Complaints and Dispute Resolution

If you have a complaint, contact us first. If unresolved, you may lodge a complaint with the State Service of Ukraine for Food Safety and Consumer Protection (Derzhprodspozhyvsluzhba) or the courts, as per the Law of Ukraine "On Consumer Protection" of 10.06.2023 No. 3153-IX. We also process personal data under the Law of Ukraine "On Personal Data Protection" of 01.06.2010 No. 2297-VI and use cookies under the Law of Ukraine "On Electronic Communications" of 16.12.2020 No. 1089-IX.

6. Contact Details

qelzix.com, PE
Business Center 'Horizon', 15 Khreshchatyk St, Kyiv, 01001, Ukraine
Email: contact@qelzix.com
Phone: +380 676 115 9514
EDRPOU: 33924152
VAT status: single tax payer; VAT optional.
Managing Director: Sara Costa