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Dispute Resolution

How to resolve disputes involving Pistaclub, event organizers, and marketplace sellers.

Last updated: 2026-07-16

1. Scope of this page

This page tells you where to take a dispute that involves the Pistaclub platform, an event organizer you booked through Pistaclub, or a marketplace seller you contacted through Pistaclub. It does not create new rights or obligations — your statutory consumer rights under EU and national law apply in full and are not affected by anything on this page.

Pistaclub is a neutral intermediary information society service. We facilitate registration, listings, and communication; we are not a party to the contract between you and an organizer, nor to the contract between you and a marketplace seller. That framing is what governs which of the routes below applies to your dispute.

2. Disputes with Pistaclub itself

If your dispute is with Pistaclub — for example a billing error on a Premium subscription, an account lockout, a moderation action you believe was wrong, or a data-subject request that has not been handled — contact us first. In most cases we can resolve it directly and quickly.

  • General support: support@pistaclub.app
  • Legal / contractual matters: legal@pistaclub.app
  • Content-moderation appeals follow the in-app appeal flow from your Account Standing panel (Profile → Support). This is the DSA Article 20 internal-complaint-handling path.
  • Illegal-content notices: see the Report Illegal Content page — DSA Article 16.
  • Privacy / GDPR requests (access, deletion, rectification) run through the tools in your Profile → Support panel and are also mirrored to privacy@pistaclub.app.

3. Disputes with an event organizer (rider ↔ organizer)

When you register for a trackday through Pistaclub, your contract is with the organizer. Pistaclub facilitates registration and (where the organizer opted in) payment collection via Stripe Connect, but the organizer is the merchant of record and the contractual counter-party for every aspect of the event: schedule, safety, refunds, cancellations, on-track incidents, insurance, waiver enforcement, and personal-data handling on-site.

Pistaclub does not mediate disputes between riders and organizers. If you cannot resolve the matter with the organizer directly, use the appropriate route below.

  • Refund / chargeback disputes (card payments): contact your card issuer directly. Stripe Connect chargebacks are decided by the card scheme, not by Pistaclub. See the Payment Terms for the full flow.
  • Bank-transfer disputes: because bank transfers settle directly between you and the organizer, we never touch the money. Contact your bank first; if the organizer confirmed receipt and then failed to deliver the event, escalate as a consumer complaint (see §5 below).
  • Evidence exports: we can provide the booking confirmation, price snapshot, form answers you submitted, chat history for the event, and payment receipts. Open a support ticket labelled Evidence export for organizer dispute and we will produce the export within 7 business days.

4. Disputes with a marketplace seller (buyer ↔ seller)

Marketplace listings are notice-board posts. The contract for any sale is between buyer and seller directly — Pistaclub does not inspect, warrant, insure, or ship any listed item, and does not process the payment (buyers and sellers arrange payment themselves). See the Marketplace Terms.

  • Trader sellers (sellers classified as trader on the listing) owe you the full EU consumer protection package: 14-day withdrawal, statutory warranty, and the trader identification block shown on the listing itself (DSA Art. 30). Contact the trader first using the details on the listing; if they do not comply, escalate to the routes below.
  • Private sellers (C2C sales) are not consumer transactions and the statutory 14-day withdrawal and warranty regime does not apply. Disputes are governed by the general law of contract.
  • Suspected fraud, stolen goods, or counterfeit items: report through the in-app Report content flow on the listing itself, or via Report Illegal Content. We will take action on the listing per our Community Guidelines and forward relevant information to the competent authority on request.
  • Evidence exports: we can provide the listing snapshot, the message thread between buyer and seller inside Pistaclub, and the seller's public profile at the time of contact. Same 7-business-day SLA as §3.

5. EU Online Dispute Resolution (ODR) platform

If you are an EU-resident consumer and cannot resolve a dispute directly with a trader (Pistaclub as your Premium subscription provider, or a trader-classified marketplace seller, or an event organizer acting as a trader towards you), you can use the European Commission's ODR platform:

https://ec.europa.eu/consumers/odr

The ODR platform lets you submit a dispute in your own language and routes it to an approved Alternative Dispute Resolution (ADR) body. Submission is free of charge for consumers.

Pistaclub's ADR position: we are not currently registered with a specific ADR body and are not contractually bound to any single ADR provider. We will co-operate in good faith with any ADR body a consumer legitimately engages via the ODR platform, but we reserve the right to defend a claim in the Czech courts under the Terms of Service (governing law: Czech Republic). This position is stated for the purpose of §36 VSBG (Germany) and Codice del Consumo Art. 141 (Italy).

6. Czech Trade Inspection Authority (Česká obchodní inspekce)

For consumers resident in the Czech Republic, the competent out-of-court body for consumer disputes with a Czech trader is:

Česká obchodní inspekce (ČOI) — Ústřední inspektorát, oddělení ADR
Štěpánská 15, 120 00 Praha 2
Website: www.coi.cz
ADR portal: adr.coi.cz

ČOI handles ADR proceedings free of charge for consumers under Act No. 634/1992 Coll. on Consumer Protection.

7. Other national consumer authorities

If you are resident elsewhere, your national consumer authority can also route your complaint. Common contacts:

8. Data protection supervisory authorities

For a dispute specifically about how Pistaclub or an organizer processed your personal data, you can lodge a complaint with a supervisory authority. The lead authority for Pistaclub is:

Úřad pro ochranu osobních údajů (ÚOOÚ)
Pplk. Sochora 27, 170 00 Praha 7, Czech Republic
www.uoou.cz

You may also complain to your local supervisory authority in your country of residence. See the Privacy Policy for the full controller / processor breakdown.

9. Courts and governing law

Nothing on this page removes your right to bring a claim before the competent courts. Consumer contracts remain governed by the mandatory consumer-protection law of your habitual residence (Rome I Reg. 593/2008 Art. 6). For non-consumer relationships (B2B with organizers) the governing law and venue are set out in the Terms of Service and the Organizer Terms.

10. How to reach us about a dispute

One inbox is enough — we triage from there: