Complaints policy
30 Jul 2026
1. Right to complain
If the service was not provided as described — for example, the payment was charged but no registration was created, the registration was made for the wrong race, or your details were entered incorrectly — you have the right to file a complaint.
2. How to file
File your complaint by email to [email protected]. Quote your order number, describe the problem and, if possible, attach the payment confirmation you received. You may also file by post to the organizer's address: Pavla Štosa 4, 24000 Subotica, Serbia.
3. Deadlines
We confirm receipt of your complaint without delay, within two working days at the latest. We send a reasoned decision and a proposed resolution within 8 days of receipt. An accepted complaint is resolved within 15 days of the day it was filed.
4. How complaints are resolved
Depending on the nature of the complaint, the resolution may be: correcting the registration details, moving you to the appropriate race, or a refund. Refunds are always made to the same payment card used for the payment — never in cash and never to another account.
5. Records
We keep a record of complaints received, including the complainant, date of receipt, content, our reply and the date of resolution, as required by consumer protection rules.
6. Out-of-court dispute resolution
If you are not satisfied with our reply, the dispute may be settled out of court before a consumer dispute resolution body from the list kept by the ministry responsible for consumer protection.