RESOLUTION 17/22/CONS – PROCEDURE FOR COMPENSATION
I. Criteria and procedure for filling out the request for compensation
1. Pursuant to the Resolution, a user who intends to claim compensation shall submit his/her request (the Request) within 7 calendar days from the time DAZN makes available the playback data related to the affected event.
2. The Request shall be submitted by the DAZN subscriber through the e-mail address indicated by the user when subscribing to DAZN and which constitutes the account log in at the following e-mail address: richiestarimborsodazn@dazn.com or the certified e-mail dazncs@legalmail.it
3. The Request shall consist solely of the completion in every section (including, otherwise making the request inadmissible, the KPIs values by which inferring the alleged malfunction according to the indications thereby provided) and submission of the form, transformed in PDF, hereby attached sub Annex 1 (the Form) that will be made available in the Help Section, easily accessible from the homepage of DAZN website.
4. The user shall, in addition, accompany the Request with a screenshot or a pic in the following standard formats (JPEG or PNG) of the data reported on the Misurainternet test that allows, through the clear identification of the date and time reported therein, to verify its direct correlation with the event for which the Request is submitted.
As also indicated in the Form, the user must specify the type of device used and give proof that such device is among those registered for the use of the DAZN service in the My Account section of the DAZN website. In this regard, it is worth pointing out that:
- for the purpose of processing the Request, only the screenshot or the pic (as explained above) of the data resulting from the device actually used to enjoy the event at issue will be considered as valid;
- any graphical evidence different from the screenshot/pic (as described above) will not be considered admissible, otherwise the Request will not be processed;
- only screenshots/pics that are perfectly readable and that indicate all the data previously mentioned will be considered.
II. The conditions determining the inadmissibility of the request for compensation
5. Also on the basis of what has been outlined above, it is reported below an illustrative (and non-exhaustive) list of the main conditions determining the inadmissibility of the Request:
A. Requests sent to email addresses other than the following will not be processed:
22 richiestarimborsodazn@dazn.com or the certified e-mail and dazncs@legalmail.it. To avoid any doubt, Requests sent to ordinary mail addresses or submitted in any other form will not be processed;
B. Requests from email addresses other than the one indicated by the user when subscribing to the DAZN service and which constitutes the account log in will not be processed;
C. Requests not accompanied by the Form or including a Form filled out only partially (and not, instead, filled in every single element) will not be processed;
D. Requests submitted differently from the Form or through versions of the Form or attachments that are not in the formats indicated will not be processed;
E. Requests submitted without the following attachments will not be processed: • evidence of recent viewing of payment history (through My DAZN); • photographic evidence of the issue based on the table reported in the Form (JPEG / PNG); • snapshot of internet speed from the Misurainternet during the event, as available on DAZN website or app; • screenshot of device used to stream the event during which the malfunction at stake occurred; • proof that such device is among those registered for the use of the DAZN service in the My Account section of the DAZN website;
F. Requests accompanied by documents listed in points E. above that are not upto-date, perfectly readable or in the formats indicated will not be processed;
G. Requests accompanied by screenshots or pictures of the Misurainternet data that do not allow (because they are missing or not readable) the identification of the date, time, and device used to enjoy the event with reference to which the Request is submitted or that contain timings that are inconsistent with the indications about the potential disruption indicated in the Form will not be processed;
H. Requests that are not in line with Resolution No. 17/22/CONS cannot be considered
Please find the form for indemnity below.