ONLINE TICKET PURCHASE TERMS AND CONDITIONS – ROYAL ARENA KRAKÓW
§ 1 Definitions
Owner / Organizer – Sweet Art Jowita Pałczyńska, with its registered office at al. Papieża Jana Pawła II 3-4, 70-413 Szczecin, NIP: 8512102417, being the owner and operator of the Royal Arena Kraków attraction.
Attraction – Royal Arena Kraków, stationary location: ul. Floriańska 34, 31-021 Kraków. This is the only location of the attraction.
Terms and Conditions – these terms and conditions define the rules for the online purchase of admission tickets entitling the holder to use the Royal Arena Kraków attraction, as well as the rules and conditions for using the provided ticket purchase system.
Buyer – a natural person, legal person, or organizational unit without legal personality, purchasing a ticket via the website dedicated to Royal Arena Kraków.
User – the Buyer or any other person using the services offered by the Owner via the website.
Ticket – an admission ticket entitling the holder to visit/use the Royal Arena Kraków attraction during the time specified during the purchase process.
Payment Operator – Krajowy Integrator Płatności S.A. with its registered office in Poznań, ul. św. Marcin 73/6, 61-808 Poznań, entered in the Register of Entrepreneurs of the National Court Register kept by the District Court Poznań – Nowe Miasto and Wilda in Poznań, 8th Commercial Division of the National Court Register under KRS number 0000412357, NIP 7773061579, REGON 300878437, with a share capital of 5,494,980 PLN (fully paid), operating as a national payment infrastructure (tpay service). The use of payment services takes place under the terms and conditions specified by the Payment Operator.
Services – services provided electronically consisting of communication between the Owner and the User, providing information about the attraction, and enabling ticket purchases and handling related processes (complaints, refunds).
§ 2 General Provisions
These terms and conditions define the rules for the online sale of Tickets to the Royal Arena Kraków attraction offered by the entity Sweet Art Jowita Pałczyńska.
A condition for purchasing a Ticket is prior acceptance of these Terms and Conditions, which simultaneously obliges the buyer to comply with them.
Acceptance of the Terms and Conditions also obliges the Buyer to comply with other generally applicable laws and the house rules of the Royal Arena Kraków facility.
Purchasing Tickets via the Internet obliges the Buyer to use the provided system in a manner consistent with the law and principles of social coexistence. It is forbidden to use the service for the purpose of sending unlawful content.
To ensure the proper functioning of the system, the User’s device should meet minimum technical requirements: a stable internet connection, an up-to-date web browser with Cookies and JavaScript enabled, and an active e-mail account.
To read tickets and correspondence, software supporting .pdf files or graphic files (e.g., .jpg) is required.
The use of services provided electronically, due to data transmission via the public Internet, involves general network security risks, so it is recommended to use up-to-date antivirus systems.
The User is obliged to refrain from copying, modifying, or unlawfully distributing the content made available on the website.
§ 3 Communication and Information Services
Within the website, the User is provided with the opportunity to contact the Owner directly (via e-mail or a contact form) to submit an inquiry regarding the offered services.
Information services consist of providing the User with access to information posted on the website, in particular: contact details, opening hours of the Royal Arena Kraków attraction, price lists, and ticket availability.
§ 4 Ticket Purchase
Online ticket purchase is possible after accepting the Terms and Conditions, without the need to register an account on the website.
To make a purchase, the Buyer selects the date and time of entry, and then indicates the number and type of tickets for the Royal Arena Kraków location (ul. Floriańska 34, Kraków).
To finalize the purchase, the Buyer must provide their first name, last name, and e-mail address, and make a payment via the tpay system.
After the payment is properly authorized by the tpay system, the Owner delivers the purchased Ticket via e-mail to the address provided in the form.
The Ticket is valid both in electronic form (e.g., on a smartphone screen) and after being printed. The code on the ticket must be legible.
In order to use the attraction, the Buyer is required to show a valid ticket to a member of the Royal Arena Kraków staff.
Via the Internet, it is possible to purchase individual and family tickets. To purchase a group ticket, please contact us directly via e-mail or telephone.
During the purchase, the Buyer may decide whether they wish to receive a VAT invoice. To do so, before paying for the transaction, select the appropriate option and provide the necessary data (including NIP). The invoice will be sent electronically.
Payment must be made to finalize the order without interrupting the continuity of the transaction. In case of non-payment, the ticket reservation is canceled, and the tickets return to the public pool.
The e-mail message containing the ticket should be delivered within a few minutes of purchase. If the message is missing, please check your SPAM folder or contact the Royal Arena Kraków staff via e-mail: info@royalarenakrakow.com or by phone: +48 600 070 925.
§ 5 Admission to the Attraction
The purchased ticket entitles the holder to enter the Royal Arena Kraków premises on the day and at the time indicated on the ticket. It is recommended to arrive no earlier than 15 minutes before the selected time.
In case of a delay exceeding 15 minutes, the possibility of entering the attraction depends on the current number of visitors and the personnel’s decision. If the ticket is completely unused through the Buyer’s fault, the funds are non-refundable.
Any change of the entry time is possible only in justified cases, at the discretion of the staff and depending on the availability of free places.
§ 6 Complaints
All complaints regarding online ticket purchases should be submitted within 7 days from the moment the event triggering the complaint occurred.
Complaints should be submitted electronically to the e-mail address: info@royalarenakrakow.com or in writing to the registered office of Sweet Art Jowita Pałczyńska.
The complaint will be considered within 14 days from the date of its receipt. Information about the decision will be communicated to the Buyer in the same way it was submitted, or to the e-mail address indicated by them.
The complaint notification should contain: order/ticket number, description of the cause of the complaint, first and last name, and contact details (e-mail, phone).
If the complaint is recognized in favor of the Buyer, they are entitled, upon agreement, to a change of the ticket’s validity date or a refund of the paid funds. The refund is made to the account from which the payment was made.
§ 7 Ticket Refund for Reasons Attributable to the Owner
In the event that the Royal Arena Kraków attraction cannot be made available for visiting at the scheduled time for reasons attributable to the Owner (breakdown, technical reasons) or force majeure, the Owner will immediately inform the Buyers.
In the situation referred to in paragraph 1, the Buyer has the right to a free change of the reservation date or to request a full refund of the Ticket costs.
The refund of the Ticket price is made via the tpay payment operator to the bank account from which the payment was made, within 7 business days from the moment the refund is approved.
§ 8 Withdrawal from the Contract and Out-of-Court Dispute Resolution
The Buyer does not have the right to withdraw from a distance contract under the Act of May 30, 2014, on Consumer Rights, in accordance with Art. 38 point 12 of this Act. This provision excludes the right to withdraw from contracts for the provision of services related to leisure, entertainment, sports, or cultural events if a day or period of service provision is indicated in the contract.
A Buyer who is a consumer has the possibility to use out-of-court ways of considering complaints and pursuing claims, including:
Applying to a permanent consumer arbitration court operating under the Trade Inspection.
Applying to a provincial inspector of the Trade Inspection with a request to initiate mediation proceedings.
Using free assistance from a county (municipal) consumer ombudsman.
The controller of the Buyers’ personal data is Sweet Art Jowita Pałczyńska with its registered office in Szczecin.
Personal data is processed solely for the purpose of executing the ticket sales contract, handling complaints and refunds, as well as fulfilling the administrator’s legal and tax obligations.
Detailed information regarding data processing and the rights of Users can be found in the Privacy Policy document available on the attraction’s website.
§ 10 Final Provisions
In matters not regulated by these Terms and Conditions, the provisions of the Civil Code and the Act on Consumer Rights shall apply.
These Terms and Conditions enter into force and apply from July 15, 2026.
