Terms and Policies
1. Introductory Provisions
These Terms and Conditions for the purchase of tickets and accompanying goods or services (hereinafter the “Terms and Conditions”) and the complaint procedure govern the rights and obligations of Mestilus s.r.o., Company ID No.: 172 11 191, VAT ID: CZ17211191, with its registered office at Na hutích 661/9, Bubeneč, 160 00 Prague 6 (hereinafter “Deguapp”) and third parties in the sale of tickets (hereinafter “Ticket”) and accompanying goods and services for any events organized by the Organizer (hereinafter “Event”) through Deguapp.
The Event Organizer is a natural or legal person other than Deguapp who, in particular, ensures and organizes the Event and who is the seller of Tickets and, where applicable, accompanying goods or services for Events (hereinafter “Organizer”).
These Terms and Conditions form an integral part of the contract concluded between the Organizer as seller, or Deguapp as seller, and the user as buyer through Deguapp. By purchasing Tickets and accompanying goods or services, the buyer also confirms that they have become familiar with these Terms and Conditions.
Deguapp sells Tickets and accompanying goods or services through the websites www.deguapp.cz or www.deguapp.com (hereinafter the “Website”).
Contacting Deguapp means contacting via the contact form listed in the Contacts section.
2. Subject Matter of the Contract
The subject matter of the contract is Deguapp’s obligation to deliver, in the name and on behalf of the Organizer, Tickets for the Event selected by the buyer and, where applicable, accompanying goods or services, in the quantity requested by the buyer and limited by availability provided to Deguapp for sale by the Organizer, and the buyer’s obligation to pay the purchase price for the Tickets and for accompanying goods or services. The subject matter of the contract may also be Deguapp’s obligation to deliver accompanying goods or services to the buyer in its own name and on its own account, and the buyer’s obligation to pay the purchase price for such accompanying goods or services.
The contract is concluded by payment for the Ticket and, where applicable, accompanying goods or services by the buyer.
Deguapp undertakes to deliver Tickets to the buyer without undue delay after payment of the admission fee, by delivering them electronically within the buyer’s created user profile on the Website. The buyer is not entitled to delivery of Tickets before the admission fee for the Tickets has been paid in full. In the case of the sale of accompanying goods or services, Deguapp undertakes to deliver and hand over the purchased item to the buyer after payment, at the designated place and under conditions defined by Deguapp.
By delivering Tickets and accompanying goods or services to the buyer, all obligations of Deguapp arising from the contract are fulfilled.
3. Rights and Obligations of the Contracting Parties in Relation to the Event for Which Tickets Are Purchased
The buyer acknowledges that Deguapp is not the Organizer of individual Events for which Tickets are sold. Deguapp provides the sale and distribution of Tickets to buyers for individual Events always in the name and on behalf of their Organizer, based on a contractual relationship between Deguapp and the Event Organizer. By purchasing a Ticket for an Event, a legal relationship arises between the buyer and the Organizer of that Event. Deguapp therefore bears no liability for fulfillment of the Event Organizer’s obligations arising from the contractual relationship between the buyer and the Event Organizer.
Deguapp is in no way responsible for whether any Event takes place or does not take place; nor is it responsible for any changes to Events, including their dates or venues; furthermore, it is not responsible for their course, for any events that occur at Events, or for any facts arising from the holding or non-holding of an Event. Deguapp is not responsible for any obligations of the Event Organizer. Deguapp is also not responsible for any pecuniary or non-pecuniary damage caused to the buyer or another person by the Event Organizer, or arising to the buyer or any third party in connection with the Event. Any claims by the buyer or third parties must always be asserted against the Event Organizer.
By purchasing a Ticket, the buyer undertakes to comply with the rules set by the Event Organizer. Furthermore, by purchasing a Ticket, the buyer undertakes to comply with the operating and visitor rules of the Event venue.
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.
4. Procedure for Purchasing Tickets and Accompanying Goods or Services and Payment Terms
Prices for each Ticket and accompanying goods or services are listed separately for each Event. Deguapp is entitled to add, in particular, a service fee for processing ticket sales through the Website to the Ticket price charged to the customer. The service fee is paid by the customer as part of the Ticket price and belongs to Deguapp. On the Website, the buyer sees Ticket prices already increased by any applicable service fee. If the customer becomes entitled to a refund of the admission fee, the service fee is non-refundable. This does not affect the first paragraph of Article 3 of these Terms and Conditions.
In the case of purchases through the Website, payments for Tickets and accompanying goods or services are possible only via the payment gateway used by Deguapp on the Website.
The purchase contract is concluded by completion of the order by the buyer, acceptance of the order by Deguapp (in the user profile), and payment for the ordered Ticket and accompanying goods or services by the buyer.
Deguapp bears no responsibility for any costs incurred by the buyer in connection with the purchase of a Ticket and accompanying goods or services arising from the contractual relationship between the buyer and the bank that issued the buyer’s payment card, or that maintains the buyer’s bank account, through which the buyer made payment via the payment gateway used by Deguapp on the Website.
5. Withdrawal from the Contract
In accordance with Section 1837(j) of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter “Civil Code”), the buyer is not entitled to withdraw, under Section 1829 of the Civil Code (withdrawal within 14 days without stating reasons), from a contract whose subject is the purchase of Tickets concluded between the buyer and the Organizer through Deguapp, as this is a contract for the use of leisure time and performance is provided by an entrepreneur, in this case the Event Organizer, at a specified date. In remaining cases, Section 1829 of the Civil Code applies.
6. Complaint Procedure
The buyer is entitled to a refund of the admission fee for a Ticket only in the cases and under the conditions stated below. In the case of accompanying goods, such goods must not be damaged or unsealed when returned.
The buyer is not entitled to exchange a Ticket unless otherwise specified in these Terms and Conditions.
If the buyer has not received the Ticket no later than 1 hour after payment of the admission fee, they are obliged to contact Deguapp without undue delay, but no later than within 24 hours from expiry of the above delivery period, and report that they have not received the paid Ticket in their user profile on the Website. For these purposes, the buyer is obliged to provide Deguapp with the identification details entered when purchasing the Ticket. If Deguapp finds that the Ticket was in fact not issued to the buyer and the buyer reported non-delivery to Deguapp within the above period and in the above manner, the following procedure will apply:
- Deguapp undertakes, no later than within 24 hours, but at the latest 1 hour before the Event, to resend the Ticket to the email address provided by the buyer,
- if the Event has already taken place, Deguapp undertakes to refund the paid admission fee to the buyer no later than within 30 days from the date the buyer lodged the complaint.
If the Organizer changes the Event venue or date, or fully cancels the Event, the buyer will be informed of this fact. Deguapp is not liable to the buyer if it is not possible to reach them in time via their contact details, or if the buyer receives a timely sent notification with delay.
If the Organizer changes the Event date, the buyer is entitled to a refund of the admission fee. The buyer may exercise this right no later than the 5th (fifth) business day following the original Event date, and only if the Ticket has not yet been used. If the buyer does not exercise their right within the specified period, it is deemed that they wish to attend the Event on the changed date. If the Event date is changed due to reasons independent of the Organizer’s will as a result of force majeure (e.g. natural disaster, epidemic, decision of a public authority), the Ticket remains valid for the changed date and the buyer is not entitled to a refund of the admission fee or exchange of the Ticket.
If the Organizer fully cancels the Event, the buyer is entitled to a refund of the admission fee. The buyer may exercise this right no later than the 5th (fifth) business day following the Event date.
Deguapp will refund the admission fee in the manner described below, only up to the amount of funds provided to Deguapp by the Organizer. Such funds mean, in particular, funds received by Deguapp from buyers for Ticket sales that have not yet been transferred to the Event Organizer. To the extent the buyer’s claims are not satisfied, only the Organizer of the cancelled Event is liable to the buyer, not Deguapp.
If the conditions for refunding the admission fee under the above paragraphs of this complaint procedure are met, the admission fee will be refunded to the buyer via the payment card used to pay the admission fee.
Any complaint other than those stated above will be forwarded by Deguapp to the Organizer for statement or direct handling. At the customer’s request, the customer will be provided with direct contact details for the Organizer.
7. Out-of-Court Dispute Resolution
If a consumer dispute arises between the Event Organizer and a customer who is a consumer and cannot be resolved by mutual agreement between that customer and the Organizer, the customer may submit a proposal for out-of-court resolution of such dispute to the designated consumer dispute resolution body, which is the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2. The customer may also use the online dispute resolution platform established by the European Commission at www.ec.europa.eu/consumers/odr/.
8. Personal Data Protection During Purchase
During the sale of Tickets and accompanying goods or services, Deguapp processes personal data provided by the buyer during purchase, in accordance with the Privacy Policy.
In the case of incorrectly entered data, the buyer is obliged to contact Deguapp.
9. Final Provisions
If any provision of these Terms and Conditions proves to be invalid or ineffective, this shall not affect the validity and effectiveness of the remaining provisions of these Terms and Conditions that are severable from such invalid or ineffective provision.
Deguapp is entitled to amend these Terms and Conditions at any time.
All provisions of these Terms and Conditions and the contractual relationship between the Organizer, the buyer, and Deguapp are governed by Czech law.
All disputes arising from purchases through Deguapp shall be resolved by the general courts of the Czech Republic, unless resolved out of court.
In Prague, dated February 1, 2026