Here you can find information about Palasina Studio’s (Business ID: 3512480-4) policies regarding ticket sales in the online shop, returns and cancellations, as well as delivery of puzzles used in remote competitions. We may update the content of all sections, so please make sure you are aware of the current terms before placing an order. If anything is unclear or you have questions, please contact us before making a purchase.
1. Ticket sales
All event tickets are sold and purchased through our online shop on Holvi. Tickets are sold in the order in which orders are received. Tickets cannot be reserved.
2. Payments
Holvi acts as the payment intermediary, and we use the payment methods permitted by Holvi:
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Credit kortit (Visa ja Mastercard®)
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Debit kortit (Visa ja Mastercard®)
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Handelsbanken
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Nordea
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S-Pankki
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Aktia
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Säästöpankki
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Osuuspankki
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Danske Bank
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Ålandsbanken
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POP Pankki
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Oma Säästöpankki
3. Terms and Conditions for Using Palasina Studio Gift Cards
Scope of Use
The gift card can be used for events organized by Palasina Studio as specified. The gift card may be redeemed for either a remote competition (37€, including delivery costs) or a live event (35€).
The gift card may only be used for an event that has available spots at the time the gift card is redeemed.
Single-Use Redemption
The gift card is single-use and may be redeemed for one event ticket only. The gift card may not be used for multiple purchases or split into parts.
Redemption Instructions
The gift card is redeemed by reserving a spot at an event via email. When making the reservation, the gift card code and the selected event must be provided. The reservation will be confirmed by email if the event has available spots at the time of redemption.
The gift card cannot be used in the Palasina Studio online store.
Handling of Remaining Value
If the price of the selected event is lower than the value of the gift card, the unused portion will not be refunded, credited, transferred to another gift card, or used for future purchases.
Validity Period
The gift card is valid for 12 months from the date of purchase. Expired gift cards cannot be used, and their value will not be refunded.
Cash Value
The gift card cannot be exchanged for cash.
Lost Gift Cards
Lost or damaged gift cards will not be replaced. A copy of a digital gift card may be reissued at the request of the original purchaser.
Price Changes
If event prices change during the validity period of the gift card, the gift card will always retain its nominal value as of the date of purchase.
4. Processing time and delivery
Our studio and warehouse are located in Kallio, Helsinki, and we operate from there. We aim to process orders within 14 days. Please note that puzzles for remote competitions will only be shipped to participants closer to the event, i.e., they are not delivered immediately upon ticket purchase. You will receive a confirmation by email once the order has been handed over to our logistics partner. A tracking code will be included in the email.
Our delivery partner is Posti, and currently delivery is only available within Finland, to Posti service points and parcel lockers. Delivery cost is 9€. The price includes VAT (25.5%), the lowest shipping category cost, any handling fee, and packaging materials. To keep packaging costs as low as possible, we aim to reuse packaging materials (e.g., cardboard boxes and filling materials), provided they arrive to us in clean and usable condition.
5. Returns
5.1. Event tickets
Event tickets are non-refundable, as the 14-day right of withdrawal for distance selling does not apply to leisure services agreed for a specific date.
If an in-person event is cancelled by Palasina Studio, we will refund the ticket price.
If an online event is cancelled by Palasina Studio, we will refund the ticket price provided that the puzzle used in the competition is still unopened and in the same condition as when you received it. If the competition puzzle has been opened, we cannot refund the ticket price. Once the puzzle has arrived at Palasina Studio’s warehouse, we will check its condition. Refunds will be made via the customer’s chosen payment method no later than 14 business days after the product has reached us. If the product has lost resale value, the customer may be required to compensate Palasina Studio for this depreciation, which will be deducted from the refund.
We do not compensate for additional or wasted costs caused by cancellation (e.g., accommodation or travel expenses), intermediary service fees related to ticket sales (Holvi), or delivery costs, even if the event is cancelled.
5.2. Puzzles, sold individually as products
If the puzzle you purchased does not meet your expectations, you may return it within 14 days of receiving it, provided that it is unopened, unused, and in the same condition as when you received it. The return period is calculated from the date the puzzle is delivered to you.
Once the returned puzzle has arrived at Palasina Studio’s warehouse, we will inspect its condition. We will issue a refund through the payment method selected by the customer no later than 14 business days after the product has reached us. If the product has lost value, the customer is, on a case-by-case basis, required to compensate Palasina Studio for this loss, and the amount of depreciation will be deducted accordingly.
All return shipping costs are the responsibility of the customer. We do not compensate for any additional or non-refundable costs associated with the return, such as intermediary service fees (Holvi) or delivery costs.
The right of return does not apply to puzzles sold at a discounted price (e.g., dented boxes, sample copies, etc.).
6. Complaints
If a product that falls outside the right of return has actual defects, it may be returned. In such cases, Palasina Studio will cover the return costs.
Palasina Studio is responsible for ensuring that the customer receives the puzzle included with the event ticket as new and as agreed. If the product is damaged in transit, this must be reported to the courier or immediately to Palasina Studio. In such cases, Palasina Studio will cover the return costs.
If a manufacturing defect (e.g., cutting error) is discovered in the puzzle during the competition, Palasina Studio will provide a replacement product to the customer after the competition. Once the defect is noticed, the customer must immediately notify the event facilitator so that further instructions can be given.
However, in cases of missing pieces, we consider the responsibility to lie with the puzzle manufacturer, since we deliver puzzles in unopened bags and cannot check them ourselves before selling to customers. We recommend contacting the manufacturer’s customer service directly.
Palasina Studio is not responsible for damage caused by misuse or careless handling of competition puzzles. Normal wear and tear is also not Palasina Studio’s responsibility.
Return of a defective puzzle is carried out at Palasina Studio’s expense by post (using the same channel as the original delivery). The returned product must be carefully packed using the packaging materials Palasina Studio provided.
7. Coaching
7.1. General Terms and Conditions for Coaching
These terms and conditions apply to one-to-one coaching, group coaching, workshops, online coaching, and other coaching services provided by Palasina Studio, unless otherwise stated in the description of the specific service.
7.2. Coaching Content
The content of the coaching is determined by the description of the purchased coaching package. Coaching may include, for example, preparatory assignments, video analysis, written feedback, individual meetings, exercises, or other coaching materials.
The purpose of the coaching is to provide participants with tools to develop their own performance. Coaching does not guarantee any specific result, rate of progress, competition placement, or achievement of a personal best.
7.3. Payment and Booking
The coaching service is paid for at the time of purchase through the online store, unless otherwise agreed. The booking becomes binding once payment has been completed and the customer has received an order confirmation.
Any promotional or discount codes must be used at the time of purchase. As a general rule, discounts cannot be applied retroactively.
7.4. Scheduling Coaching Sessions
If the coaching includes an individual meeting, the time of the meeting will be agreed separately between the customer and the coach.
The customer is responsible for attending the meeting at the agreed time. Remote meetings are generally held via Google Meet or another separately specified service.
The customer is responsible for ensuring that they have a functioning internet connection, a suitable device, and any other technical requirements necessary to participate in the meeting.
7.5. Rescheduling and Cancellations
An agreed individual coaching session may be rescheduled or cancelled free of charge no later than 24 hours before the scheduled start time, unless a different cancellation period is stated in the service description.
If a cancellation or rescheduling request is made less than 24 hours before the session, the full price of the coaching session may be charged.
If the customer does not attend the agreed session and has not notified Palasina Studio of their absence in advance, the session will be considered used.
In the event of illness or other exceptional circumstances, we will, where possible, seek to arrange a new time on a case-by-case basis.
If Palasina Studio is required to cancel an agreed session, the customer will be offered a new time as soon as reasonably possible.
7.6. Materials Provided by the Customer
If the coaching includes the analysis of videos, images, results, or other materials, the customer is responsible for submitting the materials in accordance with the instructions provided and within the agreed timeframe.
Late submission of materials may delay the delivery of the coaching or affect the extent to which the materials can be reviewed.
The customer is responsible for ensuring that they have the right to provide any materials submitted to Palasina Studio for the purpose of delivering the coaching service.
7.7. Use of Coaching Materials
Any materials, exercises, analyses, feedback, videos, and other content provided to the customer as part of the coaching are intended for the customer’s personal use only.
The materials may not be copied, published, distributed, sold, used for commercial purposes, or provided to third parties without the prior written permission of Palasina Studio.
7.8. Confidentiality
Customer information, videos, and other personal materials handled as part of individual coaching will be treated confidentially.
Palasina Studio will not publish the customer’s coaching materials, videos, results, or feedback for marketing or educational purposes without the customer’s separate consent.
7.9. Responsibility for Applying the Coaching
The customer is responsible for how they apply the advice, exercises, and recommendations provided during the coaching.
Palasina Studio is not liable for indirect damages, competition results, training decisions made by the customer, or whether the customer achieves any particular level of progress as a result of the coaching.
7.10. Online Content and Technical Issues
If the coaching includes digital materials or online content, Palasina Studio will make reasonable efforts to ensure that the materials remain available to the customer for the period stated.
Palasina Studio is not responsible for temporary service interruptions or technical issues caused by third-party services, internet connections, or other circumstances beyond Palasina Studio’s control.
7.11. Consumer Right of Withdrawal
Any statutory right of withdrawal available to consumers is determined in accordance with the consumer protection legislation in force at the relevant time.
If the customer requests that the service begin before the expiry of any applicable withdrawal period, the right of withdrawal may be restricted once the performance of the service has begun or once the service has been fully performed.
7.12. Changes to the Delivery of Coaching
Palasina Studio has the right to make minor changes to the content or delivery method of the coaching, provided that such changes do not materially reduce the quality or value of the service provided to the customer.
Where necessary due to compelling circumstances, the coach, delivery method, or schedule may be changed. The customer will be informed of any material changes as soon as reasonably possible.
7.13. Validity of the Terms and Conditions
These terms and conditions remain in force until further notice.
Palasina Studio may update these terms and conditions when necessary. The terms and conditions in force at the time of purchase will apply to the customer’s purchase.
8. Disclaimer
Palasina Studio cannot guarantee that an event participant has not already assembled the puzzle used in the event.
Incorrect or incomplete information: Palasina Studio is not responsible for errors or omissions in the information displayed on the site. The information provided may not be complete, correct, useful, or relevant.
Limitation of liability: Palasina Studio, its partners, or affiliates are under no circumstances liable for any damage or loss arising from the use of the site or attempts to use third-party content and services.
Puzzles are not suitable for small children without adult supervision. They contain small parts and are not suitable for children under three years old, unless otherwise indicated on the puzzle packaging.
Address
Kirstinkatu 3 D 8
00530 Helsinki
