Complaints Procedure

This English translation is provided for information only. The Polish version is the binding version.

This Procedure describes how to file a complaint about the BEON.RUN service, operated by Radosław Balcerzak, balcerzak.it RADOSŁAW BALCERZAK, NIP 7631978291, REGON 300843692, ul. Słoneczna 11/B, 64-730 Rosko, Poland.

§ 1. What you can complain about

• the Service or the digital service not working properly (e.g. Account, Streams, GPS, chat, recordings, data export);
• non-conformity of the digital service with the contract, including a missing feature of a paid Plan;
• how the Support feature works in the Service, settlement statements, fee calculation;
• other matters related to the services provided by BEON.RUN.

Moderation decisions are reviewed under the appeal procedure described in the Content Moderation Rules, and personal data matters under the Privacy Policy.

§ 2. How to file a complaint

1. By e-mail to [email protected] (in Polish or English; messages are read and answered by a person) or by post to the address above. The contact details are also available on the Contact page.
2. The complaint should include: your name or username, the e-mail address linked to your Account (if you have one), a description of the problem and when it occurred and – if possible – the URL, device and browser, as well as your request (e.g. fixing the error, a price reduction). Missing information does not lead to rejection of the complaint but may make it take longer – we will then ask you to complete it.

§ 3. Response time

We respond to a complaint within 14 days of receiving it, by e-mail or in the form in which it was filed. If a Consumer does not receive a response within that period, the complaint is deemed accepted (Article 7a of the Polish Consumer Rights Act). If a Consumer's complaint is not upheld, our response explicitly states the Service Provider's position on out-of-court consumer dispute resolution (currently: the Service Provider does not undertake to participate), to the extent required by law.

§ 4. Consumer rights

If the digital service does not conform to the contract, a Consumer (and a natural person running a business for whom the contract is not of a professional nature) has the rights provided by the Polish Consumer Rights Act of 30 May 2014, including requesting that the service be brought into conformity with the contract, a price reduction or withdrawal from the contract.

§ 5. Payments handled by Stripe

1. Subscriptions: the seller of subscriptions is a Stripe group entity (Link) (Managed Payments). Complaints about the payment itself, the invoice, a charge or a refund should be sent to Stripe/Link as described in the purchase confirmation. You can also send them to us – we will forward them and help clarify the matter. Complaints about how the Plan works in the Service are handled by BEON.RUN.
2. Support: the seller of the payment is the Support Recipient (via Stripe). You can report payment issues to us, to the Support Recipient or to Stripe. Refund rules: Refunds and Chargebacks Policy.

§ 6. Out-of-court dispute resolution

1. A Consumer may use out-of-court complaint and redress procedures, in particular:
   • ask a municipal or district consumer ombudsman (rzecznik konsumentów) for help;
   • apply to a regional inspectorate of the Trade Inspection (Inspekcja Handlowa) for mediation or to a permanent consumer arbitration court;
   • use the information and assistance of the Office of Competition and Consumer Protection (uokik.gov.pl), including its list of entities authorised to conduct out-of-court consumer dispute resolution;
   • in cross-border disputes within the EU – get help from the European Consumer Centre.
2. The Service Provider does not undertake to participate in out-of-court consumer dispute resolution.
3. The EU ODR platform was closed on 20 July 2025 and is no longer available.

The Polish version is binding.