If you cannot use your purchased product due to objective restrictions in the resort, you are entitled to be compensated in accordance with the General terms and conditions of individual resorts. If you still are in the resort, you can claim the compensation in the Client centre or at the ticket office. If you are already gone, please send us your complaint in writing to: email@example.com (SK resorts), firstname.lastname@example.org (CZ resorts), email@example.com (PL resorts) or firstname.lastname@example.org (AT resorts). When filing a complaint, it is necessary to describe the reason for the complaint, to submit relevant documents proving the justification of the complaint and the number of your registered Gopass card, which will make the identification process easier. We usually respond within 3 working days.