TERMS AND CONDITIONS OF THE PROJECT “MY KRAKÓW TOURIST CARD”
Date of entry into force: 9.03.2026
TABLE OF CONTENTS
CHAPTER I – GENERAL PROVISIONS
I. DEFINITIONS
II. SUBJECT AND PURPOSE OF THE PROJECT
III. GENERAL RULES
IV. CARD AND MOBILE APPLICATION
A. The Card
B. The Application
C. Common Provisions
V. ELECTRONIC SERVICES
CHAPTER II – PARTICIPATION IN THE PROJECT
I. CONDITIONS OF PARTICIPATION
II. JOINING THE PROJECT AND CREATING AN ACCOUNT
A. Joining the Project
B. Data Required upon Registration
C. Registration Confirmation
III. ISSUANCE AND VALIDITY OF THE CARD
A. Issuance of the Card
B. Validity of the Card
C. Card Duplicate for the User
IV. PACKAGES AND THEIR ACTIVATION
A. Requirements
B. Types of Packages
C. Prices of Packages
D. Package Activation
E. Package Validity
V. FAMILY ACCOUNT. GROUP ACCOUNT
CHAPTER III – USE OF THE PROJECT
I. RULES FOR USE OF THE CARD
II. DATA SECURITY
III. DATA VERIFICATION
CHAPTER IV – SECURITY AND LIABILITY
I. SYSTEM SECURITY MEASURES
II. ORGANISER’S LIABILITY
III. USER’S LIABILITY
IV. COMPLAINTS
V. FORCE MAJEURE
CHAPTER V – TECHNICAL PROVISIONS
I. SYSTEM REQUIREMENTS
II. UPDATES AND TECHNICAL CHANGES
III. REPORTING TECHNICAL ISSUES
CHAPTER VI – FINAL PROVISIONS
I. AMENDMENTS TO THE TERMS AND CONDITIONS
II. TERMINATION OF THE AGREEMENT BY THE USER
III. TERMINATION OR SUSPENSION OF THE PROJECT
IV. CONSUMER PROVISIONS
V. APPLICABLE LAW AND JURISDICTION
VI. PUBLIC AVAILABILITY AND ACCESSIBILITY
VII. CONTACT
VIII. ENTRY INTO FORCE OF THE TERMS AND CONDITIONS [OBOWIĄZYWANIE REGULAMINU]
ANNEXES
CHAPTER I – GENERAL PROVISIONS
I. DEFINITIONS
For the purposes of these Terms and Conditions, the following terms shall have the meanings set out below:
Project – a system offering access to Kraków’s tourist attractions on preferential terms (including discounts and promotional offers), aimed at promoting tourism in Kraków.
Package Activation – the commencement of a Package, which takes place automatically on the date selected by the User at the time of purchase.
Application (App) – the Project’s mobile application under the name “My Kraków Tourist Card”, available for devices operating on iOS and Android systems, constituting a virtual equivalent of the Plastic Card and offering Users additional functionalities.
Partner Tickets – individual tickets to attractions, including tourist attractions, sold to Users via the System outside of Packages.
Price List – a schedule of fees and chargeable services (if applicable) for services and activities provided under these Terms and Conditions. The Price List does not form part of the Terms and Conditions. Amendments to the Price List do not require amendments to the Terms and Conditions.
Card – a personalised identifier (whether plastic or virtual) issued to the User, bearing an individual number, QR code and/or other electronic identifier enabling use of the Project. The Card may be issued as: Plastic Card and Virtual Card (within the Application).
The Plastic Card and the Virtual Card are equivalent identifiers assigned to the same Account.
[Wzory graficzne Karty znajdują się na stronie Projektu pod adresem: www.mykrakowcard.krakowtourism.pl i mogą być dowolnie zmieniane przez Organizatora, co obejmuje także wprowadzanie nowych wzorów, w trakcie trwania Projektu.]
Account – an individual User account within the System, enabling access to the Project’s functionalities and management of the User’s entitlements.
Family Account – an Account covering at least one adult (a person of legal age) and at least one child (a minor), granting its User rights to manage access to linked Accounts (once this functionality has been made available within the System). Within a Family Account, the personal data of minors may be processed exclusively by or with the consent of their legal representative. The person creating a Family Account declares that they hold full legal authority to represent the minor(s) and possess all consents required by law. [Konto obejmujące co najmniej dwie osoby, w tym co najmniej jedną osobę dorosłą (pełnoletnią) posiadające uprawnienia do zarządzania dostępem do powiązanych z nim Kont (po udostępnieniu tej funkcjonalności w Systemie). W ramach Konta rodzinnego dane osobowe osób niepełnoletnich mogą być przetwarzane wyłącznie przez lub za zgodą przedstawiciela ustawowego. Osoba zakładająca Konto rodzinne oświadcza, że posiada pełne prawo reprezentacji osoby małoletniej oraz zgody wymagane przepisami prawa.]
Package Duration – the period for which a Package remains active, calculated from the moment of Package Activation and amounting to 24 (twenty-four), 48 (forty-eight) or 72 (seventy-two) hours, depending on the type of Package purchased.
Organiser – the Association Organisation for Tourism of the Capital Royal City of Kraków (Polish name: Stowarzyszenie Organizacja Turystyczna Stołecznego Królewskiego Miasta Krakowa), with its registered office in Kraków, address: ul. Bracka 1, 31-005 Kraków, entered in the register of associations, other social and professional organisations, foundations, and independent public healthcare institutions, as well as in the register of entrepreneurs of the National Court Register under number KRS 0001062716, with REGON statistic number 526676428, and NIP tax identification number 6762653896, acting also as the operator and administrator of the Project.
Package – a specific offer within the Project, described on the Project website, entitling the User to specific discounts, concessions or benefits.
Partner – an entity cooperating with the Organiser on the basis of an agreement, offering benefits (discounts, price reductions, special services) within the Project and honouring the Card.
Point of Sale (POS) – a physical location where the Card may be purchased. The list of Points of Sale is available online at www.mykrakowcard.krakowtourism.pl.
Terms and Conditions – these Terms and Conditions governing the Project, and as such constituting a set of binding rules, standards and procedures governing its operation, including the rights and obligations of Users.
GDPR – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
System – a set of interoperating ICT devices and software enabling the processing, storage/retention, transmission, and receipt of data via telecommunications networks, available at www.mykrakowcard.krakowtourism.pl.
Account Deletion – the permanent deletion or anonymisation of the User’s personal data in a manner preventing identification of a natural person, except for data that the Organiser is required to retain for periods arising from legal provisions or for the purpose of pursuing and/or defending claims.
User – a natural person who has joined the Project, holds an Account within the System, and has been successfully verified as entitled to use the System’s functionalities in accordance with the Terms and Conditions.
Validation – the process of verifying a User’s entitlement to use a Package and/or additional services by a Partner or the Organiser, carried out through one or more of the following methods:
a. verification within the System
b. scanning a QR code, barcode or another electronic identifier from the Card
c. additional actions required by the Partner under its applicable rules.
II. SUBJECT AND PURPOSE OF THE PROJECT
1. The purpose of the Project is, in particular, to:
a. promote local cultural, sports, tourism, and service institutions
b. build a community of local entities associated with the tourism sector, and
c. support sustainable tourism.
2. The Project consists of:
a. the Plastic Card
b. the Application (including the Virtual Card), and
c. the System, available, inter alia, online at mykrakowcard.krakowtourism.pl.
III. GENERAL RULES
1. Participation in the Project is voluntary.
2. The Project is intended for persons meeting the criteria specified in Chapter II of these Terms and Conditions.
3. The current version of the Terms and Conditions is available on the Project’s website, in the Application, and at Points of Sale.
4. Participation in the Project requires acceptance of its Terms and Conditions.
5. Acceptance of the Terms and Conditions takes place:
a. by selecting the relevant option in the Application or in the System, or
b. by completing and signing a paper registration form at a Point of Sale, or
c. by commencing use of the Card having previously received a link enabling access to the content of the Terms and Conditions via e-mail or SMS, in the case of purchasing a Card for another person.
6. The System may enable the User to access external services through integration with other systems. In such cases, the System shall solely serve confirmation of the User’s identity, and the Organiser shall not be liable for the operation of such service(s).
7. The Price List is available on the Project’s website, in the Application, and at Points of Sale.
IV. CARD AND MOBILE APPLICATION
A. The Card
1. The Plastic Card may be issued to any person who meets the conditions set out in the Terms and Conditions.
2. The Card is a personalised identifier, is non-transferable, and is assigned to a specific individual.
3. The Card is not a payment card.
For the Card to be valid, it must bear the User’s first name and surname in the designated space on the reverse of the Card (Plastic Card). The Card medium may be used for linking other offers.
B. The Application
1. The Virtual Card available within the installed Application constitutes the equivalent of the Plastic Card.
2. The Application is available for free download on the following platforms:
App Store (iOS) and
Google Play (Android).
3. The Application enables, inter alia:
a. management of the Account
b. purchase and activation of Packages
c. use of the Virtual Card (QR code/barcode)
d. browsing Partner offers, and
e. purchase of Partner Tickets and other products and services (subject to availability).
4. Using of the Application requires:
a. a mobile device operating on iOS or Android
b. internet access, and
c. an active Account within the System.
C. Common Provisions
1. The provisions concerning the Plastic Card and the Virtual Card apply accordingly to the Application.
2. The User may hold both a Plastic Card and a Virtual Card within the Application, linked to the same Account.
3. Loss, damage, or theft of the Card does not result in the loss of entitlements. Such entitlements may be restored within the System after notification by the User after they have submitted a notification via the Application, by logging into the User’s Account on the website, or at a Point of Sale.
V. ELECTRONIC SERVICES
1. These Terms and Conditions set out:
a. the types and scope of Electronic Services
b. the conditions for the provision of Electronic Services
c. the conditions for concluding and terminating agreements for the provision of Electronic Services, and
d. the procedure for processing complaints.
2. The Organiser provides the following Electronic Services:
a. maintenance and operation of the Account, and/or Family Account
b. submission of complaints via electronic mail
c. provision of information on changes to the Project’s offer
d. enabling the presentation of Partner offers
e. online sale and activation of Packages, and
f. sale and provision of additional services (where applicable).
3. An Electronic Services Agreement is concluded at the moment of:
a. creation of an Account and acceptance of the Terms and Conditions by signing a declaration of acceptance in written form on the registration form or by selecting the relevant checkbox in the System: valid for services consisting in the creation and maintenance of the Account, or Family Account
b. use by the User of any System functionality not requiring Validation: valid for relevant Electronic Services, and
c. purchase of a Package or any other service via the System – valid for sales services provided electronically.
The agreement is concluded for an indefinite period, until:
d. deletion of the Account by the User, effected by sending an e-mail message to the address indicated by the Organiser or by submitting a declaration of withdrawal at a Point of Sale
e. deletion of the Account by the Organiser in the cases specified in the Terms and Conditions, or
f. permanent Termination of the Project.
Deletion of the Account by the User results in the automatic and immediate expiry of all active and unused Packages, without the possibility of their reactivation. Deletion of the Account by the User constitutes the User’s withdrawal from participation in the Project and does not entitle the User to a refund of any amounts paid for Packages, including Packages unused during Package Duration (their validity period).
4. The content of Electronic Services Agreements, including the accepted versions of the Terms and Conditions and information on transactions completed, is stored by the Organiser within the System. The User has access to the content of such agreements via the Account or by contacting the Organiser. The current version of the Terms and Conditions is available on the Project’s website. Archived versions of the Terms and Conditions are available for inspection at the Organiser’s premises.
5. Prior to completion of the registration process, the System enables the User to verify and amend the data entered through an editing functionality, and to revert individual steps.
While purchasing a Package or another service, the User may interrupt or discontinue the transaction at any stage prior to its confirmation; however, the System does not enable editing of previously data entered or technical reversal of the steps completed.
Purchase of a Package or another service is confirmed by pressing a button clearly marked with a message indicating that placing the order entails an obligation to pay.
Upon completion of the purchase process, the User receives a confirmation sent to the e-mail address provided in the System. Should the User identify an error, they may promptly contact the Organiser in order to have it corrected.
6. Commercial information shall be deemed to have been ordered if the User has consented to receiving such information by registering and providing an e-mail address.
7. The e-mail address is used exclusively for the transmission of information ordered by the User.
8. The Organiser undertakes not to transmit content of an unlawful nature within the meaning of the laws on the provision of Electronic Services.
9. The User may at any time terminate the use of services referred to in Chapter I, Section V.2 of the Terms and Conditions by sending an e-mail message to the address indicated by the Organiser.
10. Technical information and requirements:
a. The System is available to Users 24 (twenty-four) hours a day, 7 (seven) days a week.
b. The Organiser reserves the right to interrupt access to the System due to:
- planned maintenance
- urgent service works, and
- security updates.
c. The technical requirements for use of the System are:
- a personal computer or mobile device
- an up-to-date internet browser
- access to the internet, and
- an active e-mail address.
d. The Organiser shall not be liable for technical problems or limitations of the User’s hardware or software that prevent the use of specific services or functionalities.
e. The Organiser does not guarantee full functionality on devices or software that do not meet the specified requirements.
f. In exceptional cases affecting the security or stability of the System, the Organiser has the right to suspend or limit temporarily the provision of services without prior notice.
g. The Organiser informs that the use of Electronic Services involves risks typical of data transmission via the internet, such as:
– interception of data by unauthorised persons
– infection of the device with malicious software
– phishing (impersonation of trusted institutions)
– ransomware, DDoS, and other attacks, and
– unauthorised access to the Account resulting from disclosure of authentication data.
h. The User should use up-to-date security software (anti-virus software, firewall) and use software from trusted sources only.
i. Services provided within the Project constitute Electronic Services within the meaning of the Consumer Rights Act.
j. These services are interoperable with devices meeting the minimum technical requirements set out in Chapter V of the Terms and Conditions and with current versions of the iOS and Android operating systems.
k. Use of the services requires an active internet connection.
CHAPTER II – PARTICIPATION IN THE PROJECT
I. CONDITIONS OF PARTICIPATION
1.Cards and Packages can be purchased by natural persons, legal persons, and organisational units without legal personality.
2. Participation in the Project is exclusively limited to natural persons who:
a. have completed and submitted an electronic registration form, or completed, signed, and submitted a paper registration form
b. hold an Account, and
c. have accepted the Terms and Conditions.
3. Each User is obliged to comply with the provisions of the Terms and Conditions.
II. JOINING THE PROJECT AND CREATING AN ACCOUNT
A. Joining the Project
1. Joining the Project may take place:
a. electronically, via the Project’s website or the Application, or
b. in person at a Point of Sale.
2. The registration form initiating participation in the Project may be submitted by:
a. an adult acting on their own behalf
b. a legal representative acting on behalf of a person lacking full legal capacity, and
c. an adult acting for another person.
B. Data Required upon Registration
1. The registration form requires the provision of the following data:
a. first name and surname
b. year of birth
c. country of residence and, in the case of persons residing within the territory of the Republic of Poland, the voivodeship,
d. e-mail address, or a telephone number
e. confirmation of receipt of information on the processing of personal data or, where applicable, consent to the processing of personal data, and
2. The User is obliged to:
a. provide true and valid data
b. provide data solely with the consent of the data subject
c. update the data in the event of any changes, and
d. protect access credentials to the Account, including refraining from disclosing such data to third parties.
3. Provision of false or incomplete data entitles the Organiser to:
a. suspend the Account
b. delete the Account, and/or
c. refuse to provide services.
C. Registration Confirmation
Upon completion, (signing), and submission of the registration form, the User receives:
a. confirmation of joining the Project and creation of the Account, sent to the e-mail address or telephone (via SMS), and
b. information on subsequent steps (verification, Package Activation), should a Package have been purchased at the time of registration.
The Account is activated automatically.
III. ISSUANCE AND VALIDITY OF THE CARD
A. Issuance of the Card
1. The Plastic Card is issued exclusively at a Point of Sale at the time of purchase, as a physical medium with an assigned Package whose Package Duration is defined.
2. The Virtual Card is available within the Application after its installation and launch.
3. The Card enables the assignment of subsequent Packages with different Package Durations.
4. A fee for the issuance of Plastic Card is charged in accordance with the Price List.
B. Validity of the Card
1. The Plastic Card is valid from the moment of purchase.
2. The Virtual Card is valid from the moment of installing and launching the Application.
3. The ability to use services depends on the validity of the Card and the activity status of the Package.
C. Card Duplicate for the User
1. In the event of loss, damage, or theft of the Card, the User shall promptly notify the Organiser by:
a. taking appropriate action in the Application (a process not involving a Point of Sale), or
b. visiting a Point of Sale.
2. Taking action by the User consists in blocking the Card in the Application, which results in the User receiving a new Virtual Card (a process not involving a Point of Sale, applicable to Users using exclusively the Application and the Virtual Card).
3. Following notification, the User receives a duplicate Plastic Card during a visit to a Point of Sale (applicable to Users using exclusively the Plastic Card; a fee for issuance of the duplicate Card applies).
4. A User simultaneously using a Plastic Card and the Application may choose either option, i.e. block the Card in the Application and receive a new Virtual Card (which precludes issuance of a duplicate Plastic Card), or visit a Point of Sale, report the loss of the Card, and receive a duplicate Plastic Card (a fee for issuance of the duplicate Card applies), which allows the User to retain the ability to use the Virtual Card as well.
5. Issuance of a duplicate Plastic Card:
a. requires submission of an application
b. is subject to a fee in accordance with the Price List (duplicate Card issuance fee), and
c. takes place after payment of the fee and verification of Card data.
6. A duplicate Card is assigned a new number but retains all active entitlements from the previous Card.
7. Notification of loss of the Card and its blocking are free of charge.
IV. PACKAGES AND THEIR ACTIVATION
A. Requirements
Use of Packages by Users requires:
1. indication of the Package Activation date on the Card, and
2. purchase of the Package.
B. Types of Packages
1. A detailed description of Packages, their contents, and applicable conditions is available:
a. on the Project’s website at www.mykrakowcard.krakowtourism.pl under the tab “Packages”
b. in the Application, and
c. at Points of Sale.
C. Prices of Packages
1. Packages:
a. are subject to payment in accordance with the Price List available on the mykrakowcard.krakowtourism.pl website, in the Application, and at Points of Sale
b. the Package price includes access to offers for the period specified in the Package, and
c. the stated Package prices are gross prices (i.e. include taxes).
2. Payment for a Package may be made:
a. in cash or by card at a Point of Sale
b. by online transfer via the System, or
c. using other payment methods indicated by the Organiser.
D. Package Activation
1. Package Activation takes place automatically on the date indicated by the User at the time of purchase.
2. From the moment of Package Activation:
a. the Package Duration commences
b. the User may use the offers covered by the Package and additional services offered by Partners outside the Package, while
c. the individual entitlements are visible within the System and at Partner locations.
E. Package Validity
1. Information on Package Durations is available on the mykrakowcard.krakowtourism.pl website, in the Application, and at Points of Sale.
2. Failure to use entitlements during the Package Duration:
a. does not entitle the User to request a refund of the Package purchase price, and
b. does not entitle the User to extend the Package Duration, except where the inability to use the Package during its Duration results exclusively from circumstances attributable to the Organiser.
V. FAMILY ACCOUNT
1. A Family Account may be created by a User who is an adult.
Such User becomes the administrator of the Family Account.
2. The administrator of a Family Account, who must be an adult, may:
a. submit applications on behalf of Users entitled under the Family Account
b. manage the Accounts of Users entitled under the Family Account
c. activate Packages within the Family Account, and
d. receive notifications relating to all Accounts.
3. Submission of an application on behalf of a minor is permitted exclusively by the minor’s legal representative.
4. Members of a Family Account:
a. hold separate Accounts linked respectively to the Family Account
b. may hold their own Cards or use the Application, and
c. are assigned individual entitlements.
CHAPTER III – USE OF THE PROJECT
I. RULES FOR USE OF THE CARD
1. The Card may be used exclusively by its holder.
2. The Card is personalised and non-transferable; the following uses are prohibited:
a. making the Card available to third parties
b. using another person’s Card, and
c. using the Card in a manner inconsistent with its intended purpose.
3. The User is obliged to:
a. protect the Card against loss, damage, and theft
b. protect access credentials to the Account, and
c. refrain from making the Card or Account access credentials available to third parties.
4. In the event of suspected unauthorised access to the Account, the User shall:
a. promptly change the password
b. report the incident to the Organiser, and
c. block the Card within the System.
5. The Organiser shall not be liable for damage resulting from:
a. unauthorised use of the Card by third parties
b. disclosure of Account access credentials by the User
c. use of an unsecured device, and/or
d. loss of the Card by the User.
II. DATA SECURITY
1. The principles governing the processing of Users’ personal data, including the purposes, legal bases, retention periods, and User rights, are set out in the Privacy Policy available on the Project’s website and in the Application. The provisions of the Terms and Conditions do not limit any rights arising from the Privacy Policy.
2. The Organiser applies appropriate technical and organisational measures to ensure data security, including:
a. encryption of data transmission (SSL/TLS)
b. encryption of passwords in the database
c. access control to data (multi-level authorisation)
d. regular data backups (at least once daily)
e. security monitoring and incident detection
f. regular security audits, and
g. training staff in data protection.
3. In the event of a personal data breach:
a. the Organiser shall promptly notify the President of the Personal Data Protection Office (UODO) within 72 (seventy-two) hours
b. Users shall be informed of the breach, should it entail a high risk to their rights, and
c. the Organiser shall take appropriate and proportionate remedial and preventive measures.
4. The User is obliged to:
a. secure access credentials to the Account
b. use secure devices and connections, and
c. promptly report any suspected security breach.
III. DATA VERIFICATION
1. The Organiser reserves the right to verify the data provided by the User in order to determine whether such data is accurate.
2.The User is obliged to:
a. enable the verification to be carried out
b. provide a valid telephone number and e-mail address, and
c. provide additional explanations at the Organiser’s request.
3. Provision of inaccurate data and/or refusal to undergo verification:
a. prevents the provision of services
b. entitles the Organiser to block or delete the Account, and
c. may result in the User’s legal liability.
CHAPTER IV – SECURITY AND LIABILITY
I. SYSTEM SECURITY MEASURES
1. The System is secured in accordance with best industry practices. The Organiser applies appropriate technical and organisational security measures.
2. Backups:
a. automated backups are performed no less frequently than once per day
b. backups are stored in a separate location
c. regular data restoration tests are carried out, and
d. backups are encrypted.
3. The Organiser monitors the System for:
a. attempts at unauthorised access
b. anomalies in network traffic
c. errors and failures, and
d. performance and availability.
4. In the event of detection of a security incident, the Organiser shall:
a. immediately initiate the incident response procedure
b. isolate the threat
c. analyse the causes and effects
d. notify the relevant authorities and Users (where required), and
e. implement remedial and preventive measures.
II. ORGANISER’S LIABILITY
1. The Organiser is liable for:
a. proper operation of the System
b. security of Users’ data
c. performance of obligations arising from the Terms and Conditions and the Electronic Services Agreement, and
d.coordination of cooperation with Partners.
2. The Organiser shall not be liable for:
a. acts or omissions attributable to Partners, in particular with respect to:
- the quality, availability, and organisation of services provided by Partners
- the security of Partners’ products and services
- customer service provided by Partners
- timely provision of services by Partners, and
- technical issues on the part of Partners;
- malfunctioning mobile devices
- lack of internet access
- outdated software
- damage to the Card attributable to the User, and/or
- loss of the Card;
- force majeure (natural disasters, states of war, terrorist attacks)
- large-scale hacking attacks
- decisions of public authorities
- failures of telecommunications infrastructure beyond the Organiser’s control, and
- security-related circumstances;
- improper use of the System by the User
- disclosure of Account access credentials by the User
- viruses or malicious software on the User’s device, and/or
- failure to comply with security recommendations.
a.The Organiser’s liability for damage suffered by the User is limited to the amount of the actual loss and does not include loss of profit.
b. In the case of paid Packages, the maximum amount of liability shall not exceed the price paid for the Package.
c. The above limitations shall not apply to damage caused:
- intentionally
- by gross negligence, and/or
- in connection with a personal data breach (in accordance with GDPR) in case of natural persons using services for purposes not directly related to their business or professional activity, where such limitation is inconsistent with mandatory provisions of law.
III. USER’S LIABILITY
1. The User is liable for:
a. the accuracy of the data provided
b. securing access credentials to the Account
c. using the System in accordance with the Terms and Conditions, and
d. all and any actions carried out using the User’s Card or Account.
2. The User undertakes:
a. not to use the System in a manner contrary to law
b. not to attempt to breach the System’s security
c. not to exploit security vulnerabilities
d. not to introduce malicious software, and
e. not to disrupt the operation of the System,
f. not to introduce into the System any unlawful content, in particular content infringing the rights of third parties, personal rights, principles of social coexistence, provisions on the protection of personal data, and/or intellectual property rights.
3. In the event of breach of the above rules, the Organiser may:
a. block the Account
b. delete the Account
c. seek damages, and/or
d. notify law enforcement authorities.
4. The User is liable for damage caused to the Organiser and to third parties in connection with a breach of the Terms and Conditions.
IV. COMPLAINTS
1. Each User has the right to submit a complaint in the event of reservations concerning the functioning of the Project, the Application, and/or services provided by the Organiser. With respect to Electronic Services, the User is entitled to report a lack of conformity of an Electronic Service with the Electronic Service Agreement. The Organiser shall bring the service into conformity within a reasonable time and without undue inconvenience to the User. Should bringing the service into conformity be impossible or involve excessive costs, the User may request a price reduction or withdraw from the agreement, in accordance with the Consumer Rights Act.
2. The scope of complaints.
Complaints may relate in particular to:
a. technical errors in the operation of the Card, the Application, or the System
b. assignment to the Card of a Package inconsistent with the purchase
c. incorrect assignment of entitlements to the Card or Package
d. incorrect calculation or failure to apply a discount by a Partner
e. refusal to honour the Card despite fulfilment of the conditions for participation in the Project
f. improper functioning of the Account, and
g. other breaches of the Terms and Conditions by the Organiser or a Partner.
3. Form and method of submitting complaints
a. Complaints may be submitted in writing (at a Point of Sale or by post to the Organiser’s address) or electronically (to the e-mail address: mykrakowcard@krakowtourism.pl).
b. A complaint should include:
- data identifying the person submitting the complaint (first name and surname or company name, contact details)
- Card number (if applicable)
- a description of the event and the claim submitted, and
- any evidence (e.g. proof of payment, screenshot, receipt).
4. Acknowledgement of receipt of an electronically submitted complaint
The Organiser shall acknowledge receipt of a complaint submitted electronically by return e-mail within 7 (seven) days of its receipt.
5. Time limit for examination of complaints by the Organiser
a. The Organiser shall examine the complaint without undue delay, and in any event no later than fourteen (14) calendar days from the date of its receipt.
b.. In particularly complex cases, this period may be extended by a further fourteen (14) days, of which the User shall be informed together with the reasons for the delay.
6. Method of handling complaints
a. Upon examination of the complaint, the Organiser shall send the person submitting the complaint a response, in writing or electronically, including factual and legal justification for the decision.
b. Where a complaint is upheld, the Organiser shall take remedial measures, in particular:
- restore access to Card or Application functionalities
- correct the User’s data or entitlements, and/or
- ensure reapplication of the discount.
a. With respect to services provided by a Partner (e.g. tickets, catering services, accommodation, admission), liability rests exclusively with the Partner.
b. The Organiser may refer the User to the Partner for the purpose of submitting a complaint to the Partner; however, the Organiser shall not be liable for the manner in which such complaint is handled.
c. The Partner is obliged to examine the User’s complaint in accordance with applicable law, including consumer law, and to inform the Organiser of the outcome.
V. FORCE MAJEURE
1. Neither Party shall be liable for non-performance or improper performance of obligations arising from the Terms and Conditions where such non-performance or improper performance is caused by force majeure.
2. Force majeure shall mean external events that are unforeseeable and unavoidable, in particular:
a. natural disasters (floods, fires, earthquakes, hurricanes)
b. acts of war, states of emergency, riots
c. large-scale cyberattacks (including DDoS and ransomware attacks)
d. epidemics and pandemics
e. decisions of public authorities (bans, restrictions), and
f. failures of critical infrastructure (electricity supply, telecommunications).
3. A Party affected by force majeure shall be obliged to:
a. promptly notify the other Party
b. take measures aimed at minimising the effects of the force majeure event, and
c. resume performance of its obligations without undue delay once the impediment has ceased.
4. Where force majeure persists for more than thirty (30) days:
a. the Parties may terminate the agreement without consequences, and
b. the User shall be entitled to a proportional refund of the price paid for the Package for the unused period.
CHAPTER V – TECHNICAL PROVISIONS
I. SYSTEM REQUIREMENTS
1. In order to use the System via an internet browser, the following are required:
a. a computer or mobile device
b. an operating system: Windows 10/11, macOS 11+, or Linux (supported distributions)
c. an up-to-date internet browser: Chrome, Firefox, Safari, or Edge
d. enabled JavaScript and cookies, and
e. internet access (minimum speed of 512 kbps).
2. In order to use the Mobile Application, the following are required:
a. a mobile device (smartphone or tablet)
b. an operating system: iOS 13+ or Android 8.0+
c. at least 100 MB of free storage space
d. internet access (Wi-Fi or mobile data), and
e. enabled camera functionality (for QR code scanning).
3. Optionally (for full functionality):
a. an NFC module (for contactless Card use)
b. GPS (for geolocation features), and
c. push notifications (for alerts and communications).
II. UPDATES AND TECHNICAL CHANGES
1. The Organiser provides the User with updates necessary to maintain conformity of the Electronic Services with the Electronic Services Agreement, including both security updates and functional updates, to the extent required under the Consumer Rights Act.
2. Updates may result in temporary limitations to the operation of the Application or the System. Where updates may materially affect the manner in which Electronic Services are used, the Organiser shall inform the User of their nature prior to installation. Should the User fail to install the updates made available, the Organiser shall not be liable for any lack of conformity of the Electronic Services with the Electronic Services Agreement resulting exclusively from failure to install the provided update.
3. The Organiser reserves the right to:
a. update the System
b. introduce new functionalities
c. modify the User interface, and
d. optimise performance.
4. Updates are implemented for the purpose of:
a. improving security
b. fixing errors
c. adapting to changes in applicable law, and
d. enhancing the User experience.
5. Critical updates (security-related):
a. are implemented without undue delay, including without prior notice
b. may require brief interruptions in System availability, and
c. their nature is imparted to Users retrospectively.
6. Functional updates:
a. are implemented in accordance with a schedule
b. Users are informed of them in advance, and
c. are carried out during night-time hours.
7. Mobile Application:
a. updates are distributed via the App Store and Google Play, and
b. Users are obliged to install updates provided by the Organiser where such updates are necessary to ensure conformity of the services with the Terms and Conditions.
c. Older versions of the Application may have limited functionality or may be excluded from security support.
III. REPORTING TECHNICAL ISSUES
1. Technical issues may be reported via the form available in the System or the Application.
2. A report should include:
a. a description of the issue
b. the steps leading to the occurrence of the issue
c. the device and operating system used
d. the browser used or the version of the Application, and
e. screenshots (where possible).
CHAPTER VI – FINAL PROVISIONS
I. AMENDMENTS TO THE TERMS AND CONDITIONS
1. The Organiser may introduce amendments to the Terms and Conditions for important reasons, namely:
a. Changes in law, including:
- adaptation to new regulations
- implementation of court judgments, and
- execution of decisions of supervisory authorities;
- updates to the System
- introduction of new functionalities, and
- changes to the manner in which services are provided;
c. Changes to the offer, in particular consisting in:
- changes to the scope of the Project, or
- modification or introduction of new Packages, and
d. Security-related reasons, including:
- strengthening data protection
- prevention of abuse, and
- response to security incidents.
c. an announcement on the Project’s website, and
d. information made available at Points of Sale.
3. The notification of amendments shall include:
a. the content of the amendments or a link to the amended Terms and Conditions
b. the date of entry into force of the amendments
c. information on the right to object, and
d. an indication of the provisions subject to amendment.
4. Failure by the User to object within fourteen (14) days of notification shall be deemed acceptance of the amended Terms and Conditions. An objection by the User shall be equivalent to withdrawal from participation in the Project and a request for Account Deletion.
5. A User who has lodged an objection may request a proportional refund of the purchase price for the unused period, in the case of paid Packages.
6. Amendments to the Terms and Conditions shall not affect Users’ acquired rights with respect to active Packages.
7. The history of amendments to the Terms and Conditions is available on the Project’s website.
II. TERMINATION OF THE AGREEMENT BY THE USER
1. The User may at any time withdraw from participation in the Project.
2. Withdrawal shall be effected by submitting a declaration by e-mail to the Organiser’s address.
3. In the event of withdrawal:
a. Account Deletion shall take place within seven (7) days,
b. active Packages shall expire, and
c. unused entitlements shall lapse.
4. The paid Packages:
a. Withdrawal prior to the expiry of the Package Duration does not entitle the User to a refund of the purchase price of Packages.
b. An exception applies where withdrawal occurs for reasons attributable to the Organiser; in such case, the User shall be entitled to a proportional refund of the purchase price. [wyjątek: rezygnacja z przyczyn leżących po stronie Organizatora. W takim przypadku Użytkownik ma prawo do proporcjonalnego zwrotu kosztów zakupu Pakietu (za niewykorzystany przez niego okres).]
5. Right of withdrawal for Consumers (distance selling):
a. The Consumer has the right to withdraw from the agreement within fourteen (14) days from the date of:
- conclusion of the agreement (online purchase of a Package)
- without providing any reason, and
- without incurring any costs.
b. The right of withdrawal shall not apply:
- where the Consumer has purchased a Package in respect of which the Organiser enabled immediate Package Activation or use of the offer within the Package, after having informed the Consumer of the loss of the right of withdrawal. Prior to purchasing such a Package, the Consumer declares that they acknowledge that making the Package available by the Organiser constitutes full performance of the agreement on the Organiser’s part in relation to that Package, resulting in loss of the right of withdrawal.
- In the case of Packages including admission to tourist attractions, museums, and cultural, entertainment, and/or recreational events, for which the agreement specifies a particular day or period for performance of the service. The Package Activation date selected by the User constitutes specification of the day or period of performance of the service.
c. Withdrawal shall be effected by:
- submitting a declaration (a template is provided in Annex No. 1 to the Terms and Conditions), and
- sending it by e-mail or by post to the Organiser’s address.
d. The Organiser shall refund the Consumer all payments made, within fourteen (14) days of receipt of the declaration. Refunds shall be made using the same payment method used by the Consumer, unless the Consumer has expressly agreed to a different method not involving additional costs.
III. TERMINATION OR SUSPENSION OF THE PROJECT
1. The Organiser may terminate the Project with 30-day notice period for any reason, by notifying Users in the Application and at the e-mail address provided in the System.
2. In the event of termination of the Project:
a. Users who have purchased Packages:
- retain the right to use them until the end of Package Duration, and
- Partners are obliged to honour activated Packages despite termination of the Project.
b. Personal data:
- shall be deleted in accordance with the Organiser’s personal data protection policy, or
- archived where required by law.
3. The Organiser may temporarily suspend the Project in the event of:
- the need to carry out extensive modernisation works
- force majeure, or
- decisions of supervisory authorities.
Where suspension of the Project exceeds thirty (30) days, Users may request a proportional refund of the purchase price of Packages or other services if the suspension results in a temporary inability to use these. [W przypadku zawieszenia Projektu dłuższego niż 30 dni Użytkownicy mogą żądać proporcjonalnego zwrotu kosztów zakupu Pakietów lub innych usług (za niewykorzystany przez nich okres), jeżeli zawieszenie Projektu spowoduje okresową niemożliwość skorzystania z nich.]
IV. CONSUMER RIGHTS AND PROTECTIONS
1. The Terms and Conditions do not exclude any consumer rights arising from generally applicable provisions of law, in particular:
a. the Act of 23 April 1964 of the Civil Code, and
b. the Act of 30 May 2014 on Consumer Rights.
2. In the event of any conflict between the provisions of the Terms and Conditions and mandatory provisions of law, including consumer law, the latter shall prevail.
3. A Consumer may resort to out-of-court methods for handling complaints and pursuing claims, including:
a. mediation
b. proceedings before a Permanent Consumer Arbitration Court, and
c. intervention by the Regional Inspector of the Trade Inspection.
Information on out-of-court dispute resolution methods is available at: www.uokik.gov.pl.
V. APPLICABLE LAW AND JURISDICTION
1. In matters not governed by the Terms and Conditions, the following provisions shall apply:
a. the Act of 23 April 1964 of the Civil Code
b. the Act of 30 May 2014 on Consumer Rights
c. the Act of 18 July 2002 on the provision of Electronic Services
d. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR), together with the Act of 10 May 2018 on the protection of personal data, and
e. other generally applicable provisions of law.
2. Any disputes shall be resolved by the court having jurisdiction in accordance with the provisions of the Act of 17 November 1964 – the Code of Civil Procedure.
3. In the case of Consumers, the competent court shall be the court of the Consumer’s place of residence or the Organiser’s registered office, at the Consumer’s choice.
4. In the case of entrepreneurs, the competent court shall be the court having jurisdiction over the Organiser’s registered office.
VI. PUBLIC AVAILABILITY AND ACCESSIBILITY
1. The Terms and Conditions and information concerning the Project are published:
a. on the Project’s website, and
b. in the Mobile Application.
2. Where required by law, the Organiser shall ensure digital accessibility in accordance with the Act on Digital Accessibility of Websites and Mobile Applications of Public Sector Bodies.
3. The Terms and Conditions are available in the following formats:
- HTML on the website
- PDF for download, and
- for inspection at Points of Sale.
VII. CONTACT
Organiser: Stowarzyszenie Organizacja Turystyczna Stołecznego Królewskiego Miasta Krakowa (Association Organisation for Tourism of the Capital Royal City of Kraków), registered office: ul. Bracka 1, 31-005 Kraków, Poland, entered in the National Court Register under KRS number 0001062716, REGON: 526676428, NIP: 6762653896.
Contact:
E-mail: office@krakowtourism.pl
Telephone: +48 12 26 33 142
Website: www.krakowtourism.pl
VIII. ENTRY INTO FORCE OF THE TERMS AND CONDITIONS
1. These Terms and Conditions enter into force on 09.03.2026.
2. The Terms and Conditions have been drawn up in Polish and English. In the event of any inconsistencies, the Polish-language version shall prevail.
3. The Terms and Conditions apply to all Users who:
a. join the Project after the date of entry into force, and/or
b. accept the Terms and Conditions in connection with their amendment.
Users who joined the Project prior to the entry into force of amendments to the Terms and Conditions shall be bound by their provisions from the moment of acceptance or from the date specified in the amendment notification.
[3. Regulamin obowiązuje wszystkich Użytkowników, którzy przystąpili do Projektu od dnia, w którym to przystąpienie nastąpiło.
4. W przypadku zmiany Regulaminu, Użytkownicy, którzy przystąpili do Projektu przed dniem wejścia w życie zmian są związani nowym brzmieniem Regulaminu od dnia wskazanego w komunikacie o zmianie Regulaminu, chyba że złożyli sprzeciw zgodnie z pkt. VI.I.4 Regulaminu.]
ANNEXES
Annex No. 1 – TEMPLATE WITHDRAWAL FORM
(this form should be completed and returned only if you wish to withdraw from the agreement)
To: ……………………………………………………...
I/We*) hereby inform you of my/our*) withdrawal from the agreement for the provision of the following service:
Name of service / Package: .......................................................
Date of conclusion of the agreement / purchase: .......................................................
Card number (if applicable): .......................................................
User’s first name and surname: .......................................................
User’s address: ....................................................... .......................................................
E-mail address: .......................................................
Telephone number: .......................................................
Bank account number (in the event a refund is requested): .......................................................
Date and signature of the User: .......................................................
*) Delete as appropriate