HOCKEY BEATS
Complaints, Consumer Rights & Dispute Resolution Policy
Effective Date: 24 October 2026
Version: 1.0
Website: https://hockeybeats.app
1. Introduction
This Complaints, Consumer Rights & Dispute Resolution Policy ("Policy") explains how users can contact Hockey Beats, submit complaints, report problems with digital services, request refunds, and exercise applicable consumer rights.
Hockey Beats is a browser-based hockey training and entertainment platform combining physical hockey skills, rhythm-based gameplay, camera-based ball tracking, and digital player progression.
We aim to handle complaints fairly, transparently, and in accordance with applicable Slovak and European Union legislation.
This Policy supplements our Terms of Service, Subscription, Cancellation & Refund Policy, Privacy Policy, and Club & Organization Licensing Terms.
Nothing in this Policy excludes or restricts mandatory consumer rights.
2. Service Provider
Hockey Beats is operated by:
DRIXTON s. r. o.
Mudrochova 7480/15
831 06 Bratislava – Rača
Slovak Republic
Company Registration Number (IČO): 53874871
Tax Identification Number (DIČ): 2121518399
VAT Identification Number: SK2121518399
Email: studio@drixton.com
Website: https://hockeybeats.app
3. Who Can Submit a Complaint?
Complaints may be submitted by:
- Registered Hockey Beats users.
- Free Plan users.
- Premium subscribers.
- Parents or legal guardians acting for eligible minors.
- Authorized representatives of organizations purchasing Club Premium.
- Other individuals whose rights or legitimate interests are affected by the Service.
Consumer-specific statutory rights apply where the person qualifies as a consumer under applicable law.
Organizations purchasing services for business or professional purposes may be subject to different contractual and legal rules.
4. Types of Complaints
Users may contact Hockey Beats regarding:
- Registration or sign-in problems.
- Email verification issues.
- Inaccessible accounts.
- Premium activation failures.
- Missing subscription entitlements.
- Incorrect subscription charges.
- Unexpected renewals.
- Cancellation problems.
- Refund requests.
- Defective or unavailable games.
- Camera-tracking problems.
- Remote Phone Camera errors.
- Club activation code problems.
- Incorrectly recorded scores or progression.
- Accessibility barriers.
- Other technical or contractual concerns.
Privacy-related requests may also be submitted through the contact details in our Privacy Policy.
5. How to Submit a Complaint
Complaints should be sent to:
Please include, where available:
- Your name or Hockey Beats username.
- The email address associated with your account.
- A description of the problem.
- The date when the problem occurred.
- The relevant game or feature.
- Any relevant subscription or transaction reference.
- The outcome or remedy you are requesting.
You may include screenshots or other relevant supporting information.
Do not send passwords, complete payment card numbers, or unnecessary sensitive personal information.
A complaint will not be rejected solely because it does not follow a particular template, where applicable law requires us to accept it.
6. Complaint Acknowledgment and Handling
We will review complaints without unnecessary delay.
Where required by applicable law, we will provide confirmation of the complaint and information about its handling.
We may request additional information where reasonably necessary to identify the issue or verify the complainant's entitlement.
Complaints will be assessed according to their nature, the available evidence, applicable contractual terms, and mandatory legal requirements.
We aim to provide a substantive response as promptly as reasonably possible.
Any mandatory statutory deadlines for responding to or resolving complaints take precedence over our internal handling practices.
7. Digital Service Conformity
Hockey Beats provides digital services that must comply with applicable contractual and statutory requirements.
Where required by law, the Service must correspond to the agreed description, functionality, compatibility, accessibility, security, and other relevant conformity requirements.
A service may be defective or non-conforming where it fails to meet applicable contractual or objective requirements.
Not every temporary interruption or technical limitation automatically constitutes a legally actionable defect.
Each complaint will be assessed according to the circumstances and applicable law.
8. Remedies for Defective Digital Services
Where Hockey Beats fails to provide a digital service in conformity with applicable legal requirements, consumers may have statutory rights to appropriate remedies.
Depending on the circumstances, these may include:
- Bringing the Service into conformity.
- An appropriate price reduction.
- Termination of the relevant contract.
- A refund where required by law.
- Other remedies provided by applicable legislation.
Where the law requires us to bring a service into conformity, we will do so without charge, within the legally required period, and without significant inconvenience to the consumer.
The availability and order of remedies depend on the applicable legal conditions.
9. Premium Subscription Problems
If a user has paid for Premium but cannot access the included functionality, they should contact us with the relevant account and transaction information.
We will assess whether the problem relates to:
- Payment confirmation.
- Subscription activation.
- Account authentication.
- Technical malfunction.
- An expired or canceled entitlement.
- Another service-related issue.
Where a paid entitlement has not been provided as required, the user retains all applicable contractual and statutory remedies.
10. Seven-Day Premium Free Trial
Where offered, Hockey Beats provides a seven-day Premium free trial.
The user must select an eligible subscription plan and authorize the payment method before starting the trial.
Unless canceled before the trial ends, the subscription automatically converts into the selected paid plan under the terms disclosed at checkout.
Users who cancel before the first charge will not be charged for the trial.
Any complaint concerning trial enrollment, renewal disclosures, cancellation, or billing will be reviewed in accordance with applicable consumer protection law.
11. Voluntary Seven-Day Refund Guarantee
For eligible individual Premium subscriptions, Hockey Beats offers a voluntary seven-day refund guarantee.
The seven-day period begins on the date of the first actual paid Premium subscription charge following the free trial.
It does not begin on the date the free trial starts.
This voluntary guarantee applies to the eligible initial paid subscription charge, not automatically to every subsequent renewal.
Users may request a refund by contacting:
This voluntary guarantee is separate from, and does not replace, any statutory withdrawal or conformity rights.
12. Statutory Right of Withdrawal
Consumers entering into distance contracts may have a statutory right to withdraw within the period provided by applicable law, generally 14 days, subject to relevant conditions and exceptions.
For digital services, the commencement of performance during the withdrawal period does not automatically eliminate the right of withdrawal.
Any legally permitted loss of the withdrawal right requires satisfaction of the applicable statutory conditions, including any required express consent, acknowledgment, and confirmation.
Where a consumer validly withdraws, any payment or proportionate charge will be handled in accordance with applicable law.
Hockey Beats will not rely on a blanket waiver of statutory withdrawal rights.
13. Subscription Cancellation
Users may cancel their Premium subscription through the available account or subscription management process.
If the cancellation process is unavailable or inaccessible, users may contact:
Cancellation prevents future renewals in accordance with the applicable subscription terms.
Unless otherwise required by law or expressly agreed, cancellation does not automatically entitle a user to a refund for an already commenced paid billing period.
Users retain any separate statutory rights arising from defective services, unlawful charges, or other applicable grounds.
14. Incorrect or Unauthorized Charges
Users who believe they have been charged incorrectly should contact us as soon as reasonably possible.
Please provide the relevant transaction date, amount, and account email where available.
We will investigate the issue and, where appropriate, correct the billing error or arrange a refund.
Users may also have rights through their payment service provider under applicable payment services legislation.
Nothing in this Policy limits those rights.
15. Club Premium Complaints
Organizations purchasing Club Premium subscriptions may submit complaints regarding:
- Incorrect license quantities.
- Missing activation codes.
- Failed player activation.
- Incorrect organizational billing.
- Subscription renewal issues.
- License reassignment.
- Club membership functionality.
The applicable Club & Organization Licensing Terms and any individually negotiated agreement govern the commercial arrangement.
Where a purchase is made for business or professional purposes, consumer-specific statutory remedies may not apply.
Mandatory contractual and other legal rights remain unaffected.
16. Technical Troubleshooting
Before or while contacting support, users may find it helpful to check:
- Browser compatibility.
- Camera permissions.
- Device connectivity.
- Lighting conditions.
- Camera positioning.
- Account authentication status.
- Subscription status.
These troubleshooting suggestions are optional.
Consumers are not required to perform unreasonable technical investigations before exercising their statutory rights.
17. Camera Tracking and Device Compatibility
Camera-based gameplay depends on supported hardware, software, and environmental conditions.
Technical performance may vary based on:
- Camera quality.
- Lighting.
- Browser support.
- Device performance.
- Network conditions for remote functionality.
- Other relevant factors.
Hockey Beats will provide applicable compatibility information where required.
A general statement about technical variability does not remove our legal responsibility for conformity with the agreed and objectively required characteristics of the Service.
18. Accessibility Complaints
Users who experience accessibility barriers may contact:
We will assess the reported issue and consider appropriate assistance or corrective measures.
Where an accessibility issue prevents a user from exercising a contractual or statutory right, we will consider a reasonable alternative process consistent with security and privacy requirements.
Additional information is available in our Accessibility Statement.
19. Complaints Involving Minors
Hockey Beats is intended for users aged 13 and older.
Parents or legal guardians may contact us regarding an eligible minor's account, subscription, or use of the Service.
We may require reasonable verification of identity or legal authority before disclosing personal account information or making sensitive changes.
We will not require more personal information than is reasonably necessary for the relevant purpose.
20. Account Suspension and Score Disputes
Users may request review of account restrictions, removed scores, or leaderboard corrections.
Such matters are assessed under the Terms of Service and Fair Play & Leaderboard Rules.
Where a restriction also affects a paid contractual entitlement, applicable contractual and statutory rights will be considered.
21. Personal Data Complaints
Requests concerning personal data are handled under our Privacy Policy and applicable data protection law.
Users may request access, correction, deletion, or other applicable data protection rights.
Users also have the right to lodge a complaint with a competent supervisory authority, including the Slovak Data Protection Authority where applicable.
Úrad na ochranu osobných údajov Slovenskej republiky
Website: https://dataprotection.gov.sk
22. Alternative Dispute Resolution
If a consumer is dissatisfied with the handling of a complaint, they may have the right to seek alternative dispute resolution through a competent entity under applicable Slovak or European Union legislation.
Where the statutory conditions are met, consumers may submit a request for alternative dispute resolution.
The competent entity depends on the nature of the dispute.
In Slovakia, the Slovak Trade Inspection may act as an alternative dispute resolution entity for certain consumer disputes within its competence.
Slovenská obchodná inšpekcia (SOI)
Website: https://www.soi.sk
Consumers may also consult the European Consumer Centres Network for assistance with qualifying cross-border consumer disputes.
European Consumer Centres Network:
https://www.eccnet.eu
The former EU Online Dispute Resolution platform was discontinued in 2025 and is not presented as an available complaint submission channel.
23. Regulatory Authorities
Depending on the nature of the complaint, users may contact the competent public authority.
Potentially relevant authorities include:
- The Slovak Trade Inspection for matters within its consumer protection competence.
- The Slovak Data Protection Authority for personal data protection concerns.
- Other competent authorities under applicable law.
This Policy does not require users to obtain our permission before contacting a regulator.
24. Court Proceedings
Nothing in this Policy prevents users from bringing claims before a competent court.
Any applicable jurisdiction rules, consumer protections, and mandatory legal rights remain unaffected.
An attempt to resolve a complaint directly with Hockey Beats does not waive the right to pursue legally available remedies.
25. Recordkeeping and Privacy
We may retain complaint correspondence and related records where necessary to:
- Resolve complaints.
- Meet legal obligations.
- Establish, exercise, or defend legal claims.
- Prevent fraud.
- Improve support processes.
Personal data will be processed in accordance with our Privacy Policy and applicable law.
We will not retain complaint information longer than necessary for the relevant lawful purposes.
26. Changes to This Policy
We may update this Policy to reflect:
- Changes in consumer protection law.
- New subscription features.
- Changes to payment processing.
- Updated complaint procedures.
- New service functionality.
The latest version and effective date will be published on our website.
Changes will not retroactively remove mandatory rights arising under applicable law.
27. Contact Information
For complaints, consumer rights questions, refund requests, and dispute resolution inquiries, contact:
DRIXTON s. r. o.
Mudrochova 7480/15
831 06 Bratislava – Rača
Slovak Republic
Company Registration Number: 53874871
VAT ID: SK2121518399
Email: studio@drixton.com
Website: https://hockeybeats.app
End of Complaints, Consumer Rights & Dispute Resolution Policy — Version 1.0