Returns and complaints

Withdrawal from the Agreement

If you are a consumer – as a general rule, you have the right to withdraw from a contract concluded at a distance. You may withdraw from the contract by submitting a declaration of withdrawal to us , for example by email sent to: office@altosekura.com.

Send the item you wish to return to us without delay to:  Sportowa 20 Street, 32-083 Balice, Poland, but no later than 14 days from the day on which you withdraw from the contract.

The user may withdraw from the contract within 14 days.

The fourteen-day withdrawal period begins:

• In the case of a contract in the performance of which we deliver the thing, being obliged to transfer its ownership, from the taking possession of the thing by you or a third party designated by you other than the carrier.
• For digital content, from the date of conclusion of the contract.

The sending of the declaration before the deadline shall be sufficient to meet the deadline.

In the case of payments made by you, in accordance with the terms and conditions set out in the terms and conditions, we will refund your payment immediately, but no later than 14 days from the day we receive your declaration of withdrawal.

We may withhold the refund of any payment received from you until we receive the item back.

Remember that the right to withdraw from a distance contract does not apply to the consumer, among other things:

• where the subject of the service provision is a non-prefabricated item, manufactured according to the Consumer’s specifications or serving to satisfy their individual needs;
• where the object of the service is a perishable object or an object with a short shelf life,
• where the subject of the service provision is an item delivered in a sealed packaging which cannot be returned after opening the packaging due to health protection or hygiene reasons, if the packaging has been opened after delivery;
• where the subject matter of the supply is a sound or visual recording or computer software supplied in sealed packaging when the packaging has been opened after delivery in the case of the supply of digital content which is not recorded on a tangible medium, if the performance has begun with the consumer’s express consent before the end of the period for withdrawal and after the trader has informed the consumer of the loss of the right of withdrawal.

The right of withdrawal from a distance contract does not apply if Rock Master has performed the service in full with the express consent of the Customer acting on the rights of the consumer and, with regard to contracts for the supply of digital content which is not recorded on a tangible medium, if the performance has begun with the express consent of that person, in particular the User has received access to VRApp at Height and has started the training.

In the event that a refund is required for a transaction made by the Customer with a payment card, the Seller will make the refund to the same payment card or to the bank account assigned to the Customer’s payment card.

Please refer to our Terms and Conditions of Sale for details on withdrawal.

Equipment complaints

If you are a Consumer and a product purchased from us turns out to be faulty, you have the right to make a complaint under the warranty. The best way to lodge a complaint is by email to: office@altosekura.com or by post to Sportowa 20 Street, 32-083 Balice, Poland.

The defective goods should be sent to the address below: Sportowa 20 Street , 32-083 Balice, Poland

In connection with the defect, the following can be demanded:

• replace the item with a defect-free one,
• fault rectification,

or make a statement to that effect:

• price reduction,
• withdrawal from the contract – in the event of a material defect.

We are liable for defects discovered before the expiry of two years from the date of delivery of the item.

In principle, a complaint can be lodged within one year of noticing the defect, but the time to lodge a complaint may not elapse before the expiry of the seller’s liability period.

The complaint will be dealt with (we will respond to it) within 14 days of receipt.

More information on complaints can be found in our Terms and Conditions of Sale.

Complaints VRapp at Height

1. Any complaints relating to the use of VRapp at Height, individual Scenarios or Services provided through VRapp at Height should be directed to Rock Master at the following email address: office@altosekura.com or per post to Rock Master: Krolewska 94/11 Street, 30-079 Cracow, Poland.
2. The complaint should include at least the following information:
   • name and surname;
   • telephone number and e–mail address;
   • a precise description of the problem and indication of the reason for the complaint.
3. In addition, the following data may also be useful in the investigation of the complaint:
   • the model and name of the device used by the Customer to access VRapp at Height software;
   • the current version of the operating system installed on the aforementioned device;
   • information on the virtual reality kit used by the Customer to access VRapp at Height.
4. If the data or information provided in the complaint does not allow for a full and proper investigation of the complaint, Rock Master will request the Customer to clarify any doubts or provide additional information, to the extent necessary to fully and properly investigate the complaint and will indicate precisely what these doubts are or what additional information is required.
5. Rock Master shall review the complaint and inform the Customer of the decision in regard to the complaint within 14 days from the date of receipt of the full and complete complaint.
6. Rock Master may refuse to adapt VRapp at Height for it to comply with the contract if such adaptation is impossible or would entail excessive costs for Rock Master.
7. If the Customer’s or User’s complaint is not deemed justified by Rock Master and the Customer or User does not agree with the decision, the Customer or User may use alternative dispute resolution methods, i.e. seek to resolve of the matter through mediation or by an arbitration court, including through the European online dispute resolution platform available at: http://ec.europa.eu/consumers/odr. Rock Master does not participate in alternative dispute resolution procedures for consumer disputes.