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Complaints procedure

Version in effect from: May 16, 2026

This procedure sets out the rules for filing and handling complaints in the Yskra service operated by •••••••••••••••••. The procedure complies with:

  • the Polish Act of 30 May 2014 on Consumer Rights,
  • the Polish Civil Code of 23 April 1964,
  • the Polish Act of 18 July 2002 on Providing Services by Electronic Means,
  • Regulation (EU) 524/2013 on ODR (online consumer dispute resolution),
  • Directive (EU) 2019/770 on certain aspects of digital content supply contracts.

§1. Scope of complaints

You may file a complaint in particular in the following situations:

  1. Service not performed or performed incorrectly — e.g. a Coin purchase was not credited to the account, chat outage, technical error causing loss of functionality.
  2. Unauthorised transaction — card/PayPal/BLIK charge without your consent (report also to the bank/payment provider).
  3. Product non-conformity — when the purchased service (e.g. VIP package) does not contain promised features.
  4. Violation of consumer rights — e.g. failure to deliver the terms, missing price information, manipulation in marketing communication.

§2. Form and content of a complaint

You can file a complaint:

  • by e-mail to: contact@yskra.pl with the subject line "Complaint",
  • via the contact form: /kontakt (choose the category "Complaint"),
  • by mail: ••••••••••••••••••••••••, with the envelope note "Complaint".

The complaint should contain:

  1. full name and e-mail address associated with the account,
  2. description of the problem (what happened, when, how often),
  3. transaction/invoice number (if related to a payment),
  4. the complaint demand (refund, repair, compensation, other),
  5. bank account number (if you request a refund),
  6. (optionally) screenshots, technical data (browser, system, time of the event).

§3. Handling time

  1. Acknowledgement of receipt — without undue delay, no later than within 3 working days.
  2. Handling of the complaint — within up to 14 calendar days from receipt (pursuant to art. 7a(1) of the Consumer Rights Act).
  3. Failure to handle within 14 days means the complaint is deemed accepted.
  4. In specific cases (e.g. the matter requires expert opinion, external evidence from the payment provider) the Service Provider may extend the handling time, informing the complainant of the reasons and the new deadline.

§4. Decision

The Service Provider's decision will be sent electronically to the e-mail address indicated in the complaint and contains:

  • substantive and legal justification,
  • resolution (refund, top-up, subscription cancellation, other),
  • deadline for execution (refunds usually within 7–14 working days),
  • information on appeal procedure and out-of-court dispute resolution.

§5. Withdrawal from a digital content supply contract

Pursuant to art. 38(1) item 13 of the Consumer Rights Act, the right of withdrawal from a digital content supply contract does not apply if:

  • performance has begun with the consumer's express consent before the 14-day withdrawal period expires, and
  • the consumer acknowledged that they thereby lose the right of withdrawal.

When purchasing Coins in Yskra you click "Yes, I want to receive Coins immediately and waive the right of withdrawal". Without this consent Coins are not credited.

EXCEPTION: if you have not yet spent any Coins, you may request a refund via the complaint procedure and the Service Provider will examine it favourably (best effort, as a consumer gesture — not by force of law).

§6. Out-of-court dispute resolution (ADR / ODR)

  1. Where the complaint procedure does not result in an agreement, the consumer is entitled to use out-of-court dispute resolution methods:
    • Permanent Consumer Conciliation Courts at Polish Provincial Trade Inspectorates (UOKiK),
    • Mediation with the Consumer Rights Spokesperson (locally, at the gmina/powiat office),
    • Federacja Konsumentów (federacja-konsumentow.org.pl),
    • Polish Consumers Association (konsumenci.org).
  2. The consumer may also use the European ODR platform: ec.europa.eu/consumers/odr — pursuant to Regulation (EU) 524/2013.
  3. Service Provider's e-mail for ODR purposes: contact@yskra.pl.

§7. Court proceedings

Regardless of the complaint procedure, the consumer retains the right to pursue claims in court. The competent court is the court for the consumer's place of residence (pursuant to art. 19(1) of the Consumer Rights Act).

§8. Complaints about unauthorised transactions

If a charge appears on your account that you did not authorise:

  1. Immediately notify your bank or payment provider (PayU, Stripe, PayPal, BLIK, Apple Pay, Google Pay) — in accordance with their chargeback procedures.
  2. In parallel, file a complaint with the Service Provider: send an e-mail to contact@yskra.pl with the transaction number, date and amount. The Service Provider conducts an internal investigation and shares information with the payment provider.
  3. In the case of confirmed account or card theft, the Service Provider refunds funds within up to 14 days of confirmation.