Terms of Use of Paysera Tickets

Main definitions

1.1. Ticket / Ticket bundle (Season ticket) – a document generated by the Paysera Tickets platform, which grants the right to attend a specific Event organised by the Organiser or several events organised by the Organiser, and where the name of the Event, the place and date of the Event, QR code, and other information provided by the Organiser is indicated.
1.2. Website tickets.paysera.com – a website owned by Paysera LT, UAB under the right of ownership, which is an integral part of Paysera Tickets.
1.3. Organiser – a legal or natural person who has created an Event on the Paysera Tickets platform and sells or distributes Tickets to it. The Organiser's data is provided next to the Event information.
1.4. Paysera – Paysera LT, UAB (legal entity code: 300060819, address: Pilaitės pr. 16, Vilnius), which has created, maintains, and develops the Paysera Tickets platform and which owns all intellectual property rights to the present platform.
1.5. Paysera Tickets – an electronic Event Ticketing platform owned by Paysera under copyright, available at the address tickets.paysera.com.
1.6. Buyer – a legal or natural person who buys/has bought a Ticket via the Paysera Tickets platform to an Event organised by the Organiser. A Buyer is also considered a legal or natural person who sells/has sold a Ticket bundle (Season ticket) purchased on the Paysera Tickets platform in accordance with the procedure established by the Rules.
1.7. Event – a concert, trip, sports, or any other Event organised by the Organiser, for which a Ticket is required to attend.
1.8. Rules – the present Terms of Use of the Paysera Tickets platform.
1.9. Website visitor – any person visiting or using the website tickets.paysera.com, regardless of their registration status.
1.10. Paysera Tickets Privacy Policy – a document setting out the rules for the collection, accumulation, processing, and retention of personal data when using the Paysera Tickets platform, which is published on the website tickets.paysera.com.

General provisions

2.1. These Rules come into force when a person starts browsing the Paysera Tickets platform. By using the Paysera Tickets platform, the person acknowledges that they have read these Rules, agree to them, and undertake to comply with them.
2.2. The Rules are considered a mandatory condition for using the Paysera Tickets platform and apply to both Buyers and Organisers. Persons who do not agree with the Terms of Use of Paysera Tickets may not use this platform, and by using it, they undertake to comply with these Rules.
2.3. These Rules define the conditions for using the Paysera Tickets platform when receiving information about events, distributing, selling, and purchasing Tickets to events, providing information to Organisers, and other conditions of using the platform.
2.4. Paysera reserves the right to amend these Rules at any time. Amendments to the Rules come into force from the moment they are published on the website tickets.paysera.com. Before using Paysera Tickets services, persons are encouraged to familiarise themselves with the current version of the Rules. For Buyers and Website visitors, amendments shall enter into force from the moment they are published on the website. Organisers shall be notified of planned amendments to the Rules on a durable medium (e.g. by email) no later than 15 (fifteen) days before the amendments enter into force, except where legislation requires the amendments to be applied immediately or where the amendments are necessary to protect against an unforeseen threat (e.g. fraud or cybersecurity risks). The Organiser has the right to disagree with the amendments and to terminate the agreement as of the date on which the amendments to the Rules enter into force. The Organiser may waive the notice period, i.e. the amendments to the conditions shall enter into force earlier if such waiver is confirmed by a written statement or clear confirmatory actions.

Use of the Paysera Tickets platform

3.1. The Paysera Tickets platform is a Ticket distribution platform, providing the possibility for Organisers to provide information about events and distribute Tickets to them, and for Buyers – to receive information about events, their Organisers, and purchase a Ticket from the Organiser.
3.2. Paysera does not provide Buyers with Ticket distribution/selling services, does not provide information about the Event, but only provides the opportunity to use the platform where the Organiser and the Buyer exchange information about events and enter into Ticket purchase-sale transactions.
3.3. Paysera is not responsible and does not have the right to establish the terms and conditions of services, the right to use which is granted by the Tickets distributed by the Organiser. Paysera also does not assume responsibility for the content provided in the Event description, including the completeness and comprehensibility of the terms and conditions of service provision specified in the description. The Organiser assumes full responsibility for the content of the Event description, its completeness, accuracy, and legitimacy.
3.4. It is strictly prohibited to resell Tickets to third parties for commercial purposes (for profit), i.e. at a price higher than the nominal value of the Ticket, as well as to publicly offer Tickets at any other points of sale, auctions, websites, or social media platforms without the prior written consent of the Organiser. If it is established that a Ticket has been resold in breach of this prohibition, the Organiser shall have the right to unilaterally declare the Ticket invalid (cancel it) without refunding the amount paid for it.
3.5. Paysera provides the Buyer who has purchased a Ticket bundle (Season ticket) with the opportunity to sell part of the Tickets constituting the Ticket bundle (Season ticket) on the Paysera Tickets platform. The Buyer may exercise this reselling right only on the Paysera Tickets platform; selling these Tickets on other platforms/websites is prohibited.
3.6. The Event Organiser's data is provided next to each specific Event.
3.7. Persons younger than 14 (fourteen) years of age are prohibited from using the Paysera Tickets platform, and from buying or selling Tickets. By registering on the Paysera Tickets platform or buying or selling a Ticket, the Buyer confirms the fact that they are at least 14 (fourteen) years of age and have the right to enter into respective transactions, and assumes full responsibility for the correctness of this data/confirmation.
3.8. Tickets can be purchased by all persons who have the right and the possibility to enter into such transactions, i.e. persons whose legal capacity is not limited in this area, who have the technical possibilities to pay for the Ticket and receive it in electronic format, and who comply with the requirements of these Rules.
3.9. The Buyer, wishing to purchase a Ticket to an Event, may, but is not obliged to, register on the Paysera Tickets platform in accordance with the procedure established in chapter 5 of the Rules. A Buyer who is not registered on the Paysera Tickets platform may purchase a Ticket by selecting the Event, using the purchase function, specifying the desired number of Tickets, providing a valid email address, other information about the Buyer requested by the Organiser, and agreeing to the confirmations requested by the platform.
3.10. The Buyer can pay for the Ticket using electronic payment methods integrated into the Paysera Tickets platform.
3.11. Payment for a Ticket must be made within 15 minutes of placing the order, except where the Organiser has granted permission to pay for the Ticket on the basis of a pro forma invoice. If the Buyer fails to pay on time, they assume the risk that the Ticket will not be purchased and issued. For the refund of funds paid late, the Buyer must contact the Organiser directly.
3.12. Tickets are issued to the Buyer only after paying the Ticket price. Information about Ticket prices is provided on the website tickets.paysera.com and during the purchase of the Ticket. If the Buyer wishes to receive an invoice for the Tickets purchased, the Buyer must contact the Organiser directly.
3.13. After the Buyer appropriately pays for the Ticket, the generated electronic Ticket is sent to the email address specified by the Buyer, and for a Buyer registered on the Paysera Tickets platform, the Ticket is also uploaded to their Paysera Tickets platform account. The Buyer is responsible for providing an accurate and valid email address. If the Buyer provides an inaccurate or invalid email address, they assume the risk that the Ticket may not be sent to them or may be sent to another person. In such cases, the Buyer must contact the Organiser directly regarding the receipt of the Ticket or the refund of funds for the Ticket.
3.14. The procedure for displaying (ranking) Events on the Paysera Tickets platform is determined by combining automated algorithms and editorial choices:
3.14.1. Featured Events (Carousel). This space is intended for Event promotion and to ensure greater visibility. Events displayed in the banner at the top of the homepage are selected based on the following criteria:
3.14.1.1. Priority is given to events with the highest buyer interest.
3.14.1.2. The Organiser may order additional event promotion for a set fee (direct remuneration). Such direct remuneration (paid advertising service) has a direct impact on the ranking and visibility of the event in the Carousel block, i.e. priority is given over other events, in accordance with the labelling procedure established in clause 3.14.5.
3.14.1.3. Paysera LT does not apply any indirect remuneration mechanisms that would automatically grant a higher position in the Carousel block.
3.14.2. Top Events. The Top Events block automatically generates a list based on the highest number of Tickets sold (within the country or overall on the platform).
3.14.3. Latest Events. The Latest Events block automatically selects the most popular categories and displays the most recently created (latest) events within those categories.
3.14.4. Filtering. When the Buyer uses search or filters, events are ranked according to their relevance to the selected criteria.
3.14.5. Organisers cannot directly pay for a higher position of an Event in general search results, except where it is clearly marked as "Advertisement".
3.15. Paysera confirms that it does not apply a differentiated regime to Events organised by Paysera itself (if any are organised) and does not create different conditions compared to Events organised by other Organisers.

Rights and obligations of the Organiser

4.1. The Organiser, in order to use the Paysera Tickets platform, must agree to these Rules, the Privacy Policy, the Personal Data Processing Agreement, and the General Payment Services Agreement. If the Organiser intends to sell Tickets to paid events, they must additionally conclude an agreement with Paysera regarding the relevant payment collection project.
4.2. The Organiser confirms that they distribute and sell Tickets directly to Buyers by entering into Ticket purchase-sale transactions with Buyers.
4.3. Funds from the Tickets sold are collected on the Organiser's electronic money account on the Paysera platform, in accordance with the rules and conditions provided at www.paysera.com.
4.4. The Organiser is responsible for issuing invoices to Buyers. The Paysera Tickets platform provides the Organiser with an automatic invoicing function. Paysera provides the Organiser with instructions for using this function.
4.5. The Organiser assumes full responsibility for the execution and cancellation of the Event. The Organiser must immediately inform Buyers about any changes to the Event, including date, time, or cancellation, and update this information accordingly on the Paysera Tickets platform.
4.6. The Organiser assumes full responsibility for losses incurred by the Buyer if the place, time, or other conditions of the Event are changed and the Buyer has already purchased a Ticket to the Event.
4.7. The Organiser is responsible in all cases for refunding funds to Buyers, including cases where the refund is not executed or is executed improperly, both towards Buyers and other third persons (competent authorities, etc.). The Organiser may refund the amount paid for a Ticket to the Buyer by logging into their Paysera account or through the Paysera Tickets platform.
4.8. The Organiser logs in to the Paysera Tickets platform using a Paysera account, Facebook, Google, or other platforms approved by Paysera.
4.9. The Organiser, when creating an Event on the Paysera Tickets platform, provides information about it, including the name, place, time, description, and other required information, selects the desired Ticket settings, and specifies the data to be collected about the Buyer.
4.10. On the Paysera Tickets platform, the Organiser has access to data and information about the Events they organise under the following conditions:
4.10.1. The Organiser may view the number of sold or distributed Tickets, monitor the statistics of their events, and export Buyer data (e.g., name, surname, email address) that is necessary for Ticket distribution and event organisation;
4.10.2. The access to data referred to in this clause includes both personal data and non-personal data (e.g., technical statistics), and Paysera has technical access to all such data exclusively for the purposes of platform administration and service provision;
4.10.3. The transfer of personal data to third parties (service providers) is carried out only in the cases and to the extent provided for in the Privacy Policy, and the Organiser exercises the right to object to such transfer in accordance with the procedure established in the Privacy Policy;
4.10.4. The transfer of non-personal data to third parties is carried out only to the extent necessary for the functioning, security, or provision of services of the platform. Paysera does not transfer such data to third parties for any other (non-essential) purposes;
4.10.5. In order to ensure transparency, the Organiser (business client) is guaranteed the right to object to any transfer of non-personal data that is not necessary for the direct provision of intermediation services, by informing Paysera of their objection by email at support@paysera.com;
4.10.6. More detailed rules regarding the processing of personal data are established in the Privacy Policy and the Personal Data Processing Agreement;
4.10.7. The Organiser does not have access to any aggregate data on the operations of other business clients or their buyers on the platform.
4.11. The Organiser, in order to verify the authenticity and validity of a Ticket, must download and use the Paysera Tickets mobile application, following the instructions provided on the platform. Paysera provides the Organiser with instructions on how to properly check Tickets using the special mobile application.
4.12. The Organiser undertakes to ensure that all graphical, textual, and digital information about events provided on the tickets.paysera.com website is accurate, complete, and complies with applicable legislation. The Organiser also undertakes not to promote or encourage hatred, violence, or harassment against individuals or groups of individuals, and not to use copyrighted or trademarked material without appropriate permission.
4.13. The Organiser undertakes not to disclose their login credentials to the Paysera Tickets platform to any third persons.
4.14. The Organiser is prohibited from organising, distributing, or selling Tickets to events that violate the requirements of legislation, including pornographic or erotic content, events intended to promote the use of alcohol and tobacco or gambling. The Organiser is also prohibited from using the Paysera Tickets platform in violation of clause 10.3 of the Rules or from conducting illegal activity, fraud, or other criminal actions.
4.15. The Organiser unconditionally undertakes to reimburse Paysera for all penalties imposed by competent authorities if such penalties were imposed on Paysera due to the Organiser's fault.
4.16. Claims received from Buyers related to an Event for which Tickets were distributed or sold via the Paysera Tickets platform are examined by the Organiser. Paysera, having received such claims, must forward them to the Organiser and inform the Buyer thereof.
4.17. If a consumer rights protection institution has adopted an official decision that the consumer's claim is justified and the damage to the user must be compensated by Paysera, Paysera itself implements such decision of the consumer rights protection institution, but the Organiser must reimburse Paysera for the losses incurred in relation to the implemented decision of the consumer rights protection institution if the decision was adopted not due to the fault of Paysera.
4.18. If the Organiser breaches their obligations under these Rules, Paysera has the right to restrict or suspend the provision of services (e.g., restrict the Organiser's rights to use the Paysera Tickets platform, suspend the sale or distribution of Tickets) or unilaterally terminate the agreement by providing the Organiser (business client) with a statement of reasons on a durable medium:
4.18.1. In the case of restriction or suspension of service provision, the statement of reasons (warning) is provided to the Organiser before the restriction or suspension or at the time thereof (immediately);
4.18.2. In the case of complete termination of intermediation service provision (termination of the entire agreement), this statement of reasons is provided to the Organiser no later than 30 (thirty) days before the termination takes effect;
4.18.3. This advance 30 (thirty) day notice period (provided for in clause 4.18.2) does not apply and the agreement is terminated immediately only in cases where Paysera:
4.18.3.1. Has a legal or regulatory obligation to terminate the provision of all services immediately (e.g., in compliance with Anti-Money Laundering and Counter-Terrorist Financing (AML/CTF) requirements);
4.18.3.2. Exercises the right to terminate the agreement under mandatory provisions of national law;
4.18.3.3. Can demonstrate that the Organiser has repeatedly breached these Rules (e.g., has engaged in fraud, distributed illegal or harmful content).
4.18.4. In all cases of restriction, suspension, or termination of services, the Organiser may clarify the facts and circumstances by filing a complaint in accordance with the procedure established in clause 11.5.
4.19. The Organiser agrees and acknowledges that Paysera has the right, at its discretion, to publish information about the Organiser's public events on its website, social media accounts, and marketing emails without notifying the Organiser or obtaining their consent. This rule does not apply to private events that are accessible only via an invitation link. The Organiser must clearly indicate the privacy of the Event when creating it.
4.20. The Organiser agrees and confirms that Paysera has the right to use free space on the Ticket at its own discretion for its advertising or advertising of third persons, and to use this space for other purposes. The Organiser confirms that they do not have any claims and will not express any claims in the future regarding the content, text, graphic information, etc. published on the free space on the Ticket. Paysera will ensure that the content of the advertising does not violate public order, legal requirements, and norms of good conduct.
4.21. The Organiser undertakes that seating plan templates created on the platform may be viewed, used, copied, adapted, and published on the platform or in any other existing or future communication medium by Paysera and other Organisers.
4.22. On the Platform, the Organiser may sell tickets and additional goods or services (e.g., catering, equipment rental). All payments for these goods and services are processed by Paysera (the "Checkout" service). The terms under which Paysera provides payment processing services and their pricing are set out in the payment services agreement entered into between the Organiser and Paysera.

Rights and obligations of the Buyer

5.1. The Buyer shall:
5.1.1. Appropriately and timely pay the Organiser for the purchased Ticket;
5.1.2. Provide accurate, detailed, and correct data;
5.1.3. Not violate and comply with these Rules, other publicly available conditions and provisions of Paysera and the Organiser, the lawful instructions of Paysera, and the requirements of applicable legislation;
5.1.4. Pay for Tickets within 15 minutes of placing the order, except for the exception provided in clause 3.11 of the Rules;
5.1.5. Prior to purchasing Tickets, evaluate all organisational circumstances of the Event for which Tickets are being purchased, including the date, time, place, and other conditions of the Event, as well as familiarise themselves with all relevant information related to purchasing Tickets and the execution of the Event, inquire about the Event Organiser's data, etc. For additional information, the Buyer should contact the Organiser.
5.2. The Buyer is prohibited from:
5.2.1. Counterfeiting or copying Tickets, as well as using or acquiring Tickets outside the Paysera Tickets platform;
5.2.2. Selling Tickets generated by the Paysera Tickets platform outside the Paysera Tickets platform;
5.2.3. Using any devices, programs, or software that may disturb the proper operation of the Paysera Tickets platform;
5.2.4. Performing any actions that would create irrational or disproportionately excessive load on the Paysera Tickets platform.
5.3. Law enforcement and/or other competent authorities will be informed about illegal actions of the Buyer.
5.4. When using the Paysera Tickets platform, the Buyer assumes full responsibility for the accuracy, completeness, and conformity of provided data with reality, as well as for the consequences related to non-compliance with these requirements.
5.5. Prior to attending the Event, it is recommended to check whether the time, place, or other conditions of the Event have changed.
5.6. Buyers use the website at their own risk. Paysera does not guarantee and is not responsible for any disturbances or problems that may arise for Buyers when using the website.
5.7. The Buyer wishing to sell a Ticket/Tickets from a purchased Ticket bundle (Season ticket) to another person on the Paysera Tickets platform must be a registered member of the Paysera Tickets platform.
5.8. Upon termination of the contractual relationship between Paysera and the Organiser, the Organiser's access to the Paysera account and the data contained therein is terminated. The Organiser must independently export and save the necessary information before the end of the contract.

Registration

6.1. Registration can be completed using a Facebook, Google, or other Paysera-approved platform account. Data obtained from these accounts will be automatically used for registration. By registering on the Paysera Tickets platform, the person agrees to the processing of their personal data by Paysera for the purpose of registration on the Paysera Tickets platform.
6.2. The Buyer assumes full responsibility that their personal data provided and stored in the registration form and on the Paysera Tickets platform is accurate, correct, and complete. In case of a change in data, the Buyer must immediately update it. Paysera and/or the Organiser shall in no way be responsible for damage arising to the Buyer and/or third persons due to the fact that the Buyer indicated incorrect or incomplete personal data or failed to change or update the data after it changed.

Event-related circumstances

7.1. The Organiser is responsible for the quality of the Event, its occurrence, and the provision of accurate information about the Event and changes to its conditions. Regarding any circumstances related to the Event or Tickets, the Buyer must contact the Organiser directly.
7.2. The conditions of the Event are set by the Organiser. For this reason, the conditions of provision of Event services may differ for specific persons. Paysera is not responsible and does not have the right to establish the terms and conditions of services accessed with Tickets.
7.3. If the Organiser has cancelled the Event or informed that the Event will not take place, or the date, place, or other important criteria of the Event have changed and the validity of the Tickets has therefore been suspended, Buyers must contact the Organiser directly for a refund and/or compensation of damages.
7.4. Regarding failure to receive Tickets, replacement of Tickets, or loss of Tickets, the Buyer must contact the Organiser directly.
7.5. Paysera, having received claims related to the Event, forwards them directly to the Organiser.

Processing of personal data

8.1. Paysera processes personal data in accordance with the procedure and conditions established in the Paysera Tickets Privacy Policy.
8.2. Personal data of Buyers, for the processing of which the Organiser uses Paysera, is processed in accordance with the Personal Data Processing Agreement concluded between the Organiser and Paysera. This Agreement regulates the process of processing the Buyer's personal data, establishes mutual obligations and responsibility, and aims to ensure proper protection and security of the Buyer's personal data in accordance with applicable personal data protection legislation.
8.3. By confirming the order for a Ticket to an Event, the Buyer agrees that the personal data they provide will be transferred to the Event Organiser.
8.4. The Personal Data Processing Agreement concluded between the Organiser and Paysera is an annexe to the Terms of Use of Paysera Tickets. If the Organiser disagrees with the Personal Data Processing Agreement, they will not be granted access to use the Paysera Tickets services.

Responsibility of Paysera

9.1. Paysera emphasises, and the Buyer and Organiser agree, that Paysera is not responsible for and does not have the right to establish the terms and conditions of services accessed with Tickets distributed by Organisers, nor is it responsible for the validity of Tickets, their suspension, renewal, or similar aspects. Paysera does not set the prices of events, the terms and conditions of provision of Event services, does not allocate seats, does not set any other criteria of service provision, is not responsible for the quality of Event services, their content, execution, compliance with legal requirements, and does not offer any guarantees for such services. Event services are provided to Buyers according to the internal rules of the Organisers. Information about the terms and conditions of services that persons may use upon purchasing Tickets is provided in the Event description or by contacting the relevant Organiser directly.
9.2. Paysera is not responsible for disruptions of the Paysera Tickets platform that have occurred through no fault of Paysera, and does not compensate for damage arising from such disruptions.
9.3. Paysera does not compensate for damage related to purchased Tickets or Events.

Requirements for safe conduct

10.1. Before ordering Tickets, the Buyer must properly familiarise themselves with the conditions of the services provided by the Organiser, the Ticket price, and/or other criteria related to the services offered by the Ticket being purchased.
10.2. When ordering Tickets on the website, the Buyer must ensure that they search for Tickets and/or place orders using only one browser window. When using multiple browser windows, the Buyer may lose their Tickets or their login session may time out. For this reason, the Ticket ordering and purchasing process may be disrupted.
10.3. Website visitors are prohibited from:
10.3.1. Using any devices, programs, or software without the written consent of the Company in order to copy the content on the website or to perform any other illegal actions;
10.3.2. Using any devices, programs, or software for processing or uploading Ticket orders on the websites of Paysera LT or Paysera Tickets;
10.3.3. Using any devices, programs, or software that may disturb the proper functioning of the website;
10.3.4. Using the Paysera Tickets website for any illegal actions, including but not limited to, the use of programming code for covertly tracking the actions and behaviour of Website visitors, exploiting the computer resources of Website visitors for non-website functionality, distributing computer malware, hosting hidden or encrypted media files;
10.3.5. Performing any actions which constitute irrational or disproportionately excessive load on the website;
10.3.6. Logging in, reloading, or refreshing pages of the website or providing other requests to servers more frequently than once in the interval of three seconds.
10.4. Website visitors use the website at their own risk. They are solely responsible for the security and confidentiality of their password and/or keyword, if any. Paysera does not guarantee and is not responsible for ensuring that Website visitors will not encounter any disruptions or problems while using the website.
10.5. Website visitors using Paysera Tickets services must act reasonably, honestly, and prudently, provide Paysera with accurate information only, clarify all circumstances relevant to them in each specific case, and be aware of all necessary information.
10.6. The Website visitor, having noticed any breaches specified in clause 10.3 or any other website breaches, must immediately report them by email to: security@paysera.com.

Other terms and conditions

11.1. Paysera does not guarantee uninterrupted operation of the Paysera Tickets platform, as its functioning may be affected (disrupted) by many factors beyond Paysera's control. Paysera makes every effort to ensure the smoothest possible operation of the platform, but shall not be liable for any consequences arising from platform disruptions if such disruptions occurred through no fault of Paysera.
11.2. The Paysera Tickets platform may experience downtime due to reasons attributable to Paysera; however, Paysera shall provide no compensation for disruptions if the platform has been available for more than 99% (ninety-nine percent) of the time, calculated over a period of at least 3 (three) months on average.
11.3. Paysera acknowledges that all intellectual property rights to content uploaded by the Organiser (event descriptions, photos, trademarks, etc.) belong to the Organiser. By using the platform, the Organiser grants Paysera a free, non-exclusive, international licence to use this content solely for service provision purposes (Ticket distribution, Event display on the platform, and promotional materials in accordance with clause 4.19) for the duration of the agreement. All intellectual property rights to the Paysera Tickets platform, its software code, design, and trademarks belong to Paysera.
11.4. Disputes between the Buyer and the Organiser shall be resolved by mutual agreement. Paysera does not participate in resolving disputes between the Buyer and the Event Organiser and assumes no responsibility for the resolution of such disputes or their consequences for the Buyer or the Event Organiser.
11.5. All disputes directly related to Paysera shall be resolved through negotiations. The Buyer or Organiser must contact Paysera's client support using the contact details provided on the website. Organisers with complaints regarding the operation of the Paysera Tickets platform or services may use the free internal complaints handling system. Complaints should be sent by email to support@paysera.com, with the subject line "Paysera Tickets Complaint". Paysera shall review the written client question and/or complaint within 15 (fifteen) business days of receipt and provide the client with a detailed, reasoned, and documented response. In exceptional cases where, due to reasons beyond Paysera's control, a response cannot be provided within 15 business days, Paysera shall send the client a preliminary response clearly indicating the reasons for the delay and the deadline by which the client will receive the final response. Paysera shall publicly disclose information on the Paysera Tickets website (tickets.paysera.com) at least once a year on the operation of the internal complaints handling system: the number of complaints received, their main types, the average handling period, and summarised results.
11.6. If a dispute with the Organiser (business user) cannot be resolved through the internal complaints handling system, the dispute may be resolved through mediation. Paysera agrees to cooperate with mediators listed in the official Register of Mediators of the Republic of Lithuania. The parties shall mutually agree on a specific mediator from this list. If the parties cannot agree on the appointment of a specific mediator, the dispute shall be resolved in accordance with the procedure established in clause 11.7 of the Rules (in court).
11.7. Disputes regarding improper performance or non-performance of an agreement that cannot be resolved out of court shall be handled under the procedure established by the Law on Consumer Rights Protection of the Republic of Lithuania at the State Consumer Rights Protection Authority, address: A. Goštauto g. 12, 01108 Vilnius, email: tarnyba@vvtat.lt, Phone: +37052626760, website: www.vvtat.lt. Applications may be submitted electronically through the Consumer Rights Information System (VTIS).
11.8. In the event of failure to settle the dispute amicably or through other non-judicial methods of dispute resolution, the dispute shall be settled under the law of the Republic of Lithuania in the competent court of the Republic of Lithuania according to the location of the headquarters of Paysera LT.