Returns and complaints

At Smok Arcade you buy two things: bookings for a specific time slot and vouchers. The cancellation rules differ, because the law treats them differently - both cases are described below.

Booking for a specific time

Individual bookings can be cancelled no later than 24 hours before the session starts. Group bookings - no later than 72 hours before. Within those periods we refund the full amount.

Cancellations made after those deadlines are not refunded. The same applies if you do not show up for a booked session without cancelling it beforehand.

Leisure services provided on a specified date are excluded from the statutory 14-day right of withdrawal (Article 38(12) of the Polish Consumer Rights Act) - hence the cancellation deadlines above.

Vouchers

A voucher is not tied to a date, so you may withdraw from its purchase within 14 days, provided it has not been redeemed. A message to smokarcade@gmail.com is enough.

We refund within 14 days of your request, using the same payment method you used when buying.

What your request should contain

the order number from the confirmation e-mail,
the e-mail address used for the booking,
what the request concerns - a cancellation, a voucher refund or a complaint.

Complaints

Send complaints by e-mail to smokarcade@gmail.com, describing the problem and quoting your order number. We reply within 14 days.

If our answer does not satisfy you, you may use out-of-court dispute resolution - mediation by the Provincial Inspectorate of Trade Inspection or the help of a consumer ombudsman.

Seller

Sofi Sp. z o.o, ul. Henryka Siemiradzkiego 19/1, 31-137 Krakow, Poland, VAT ID 6762501838.

Contact

E-mail: smokarcade@gmail.com