Provider: Cityflower Studio s.r.o., Company ID (IČO) 23646471, registered office at Kurzova 2222/16, 155 00 Prague, Czech Republic; operating premises: Holická 156/49, 779 00 Olomouc; info@creativefotostudio.cz, +420 776 888 833.

This complaints procedure applies to services provided by the provider (studio and space rental, workshops, photo shoots with a photographer, podcast recording) and to goods supplied (photo printing).

1.1 The provider is liable to the consumer for the provided service and the supplied goods conforming to the concluded contract, having the agreed characteristics, and being fit for the purpose for which performance of this kind is usually used.

1.2 For photo printing, the consumer must inspect the goods upon receipt and report any apparent defects without undue delay.

2.1 The consumer may file a complaint by e-mail at info@creativefotostudio.cz, in writing at the operating premises address Holická 156/49, 779 00 Olomouc, or in person at the premises reception.

2.2 When filing a complaint, the consumer states the booking or order number (or provides the tax document), a description of the defect, and the requested method of resolution.

2.3 The provider handles complaints; it ensures a complaint can be received throughout its business hours.

3.1 The provider decides on the complaint immediately, or in complex cases within 3 business days; the time needed for expert assessment of the defect is not counted toward this period.

3.2 The provider issues the consumer with written confirmation of when the complaint was filed, what it concerns, and the requested method of resolution.

3.3 The provider settles the complaint without undue delay, no later than 30 days from the date it was filed, unless a longer period is agreed; once settled, it issues confirmation of the date and method of resolution. Failure to meet this deadline is considered a material breach of contract.

4.1 For services, the consumer has the right to free remedy of the defect or to a reasonable discount; if the defect cannot be remedied and the service cannot be properly used because of it, the consumer has the right to withdraw from the contract (Section 1914 et seq. of the Civil Code).

4.2 For goods (photo printing), the consumer has the right to have the defect remedied by delivery of a new item or by repair, to a reasonable discount, or to withdraw from the contract (Section 2165 et seq. of the Civil Code).

4.3 In the case of a justified complaint, the consumer has the right to reimbursement of reasonably incurred costs.

The following are not considered defects, and the right arising from defective performance does not apply to:

print defects arising from files or a preview approved by the consumer (imprimatur), or caused by insufficient quality of source files supplied by the consumer;

characteristics inherent to the technology used and the creative treatment of the work (minor softness, necessary noise/grain, colour rendering, cropping, the extent and style of retouching), and subjective dissatisfaction with one's own appearance in the photograph;

defects caused by improper use of the rented item, wear from normal use, or force majeure.

The Czech Trade Inspection Authority (Česká obchodní inspekce), with its registered office at Štěpánská 567/15, 120 00 Prague 2, www.coi.cz, is competent for the out-of-court resolution of consumer disputes (Section 14 of Act No. 634/1992 Coll.).

This complaints procedure takes effect on 10 July 2026.

Addressee: Cityflower Studio s.r.o., Holická 156/49, 779 00 Olomouc, info@creativefotostudio.cz

Full name:

E-mail / phone:

Booking or order number:

Date of service provided / goods received:

Service / goods being complained about:

Description of the defect:

Requested method of resolution (remedy of defect / discount / new item / withdrawal):

I request written confirmation of the filing of this complaint and of its resolution.

Date and signature: