Withdrawal and complaints

1. Your right of withdrawal

If you are a consumer, you have the right to withdraw from a distance contract within 14 calendar days without giving any reason (arts. 9 to 16 of Directive 2011/83/EU and arts. 79 to 86 of the Zakon o zaštiti potrošača, the Croatian Consumer Protection Act). For digital content such as courses and kunas, the period runs from the day the contract is concluded, that is, from when Stripe confirms the payment.

2. When you lose it

You lose the right of withdrawal when access to the digital content begins before the 14 days are up and all three legal conditions are met (art. 16(m) of Directive 2011/83/EU; art. 86 of the Zakon o zaštiti potrošača):

1. you gave your express consent to start straight away (the checkbox at checkout, which is never pre-ticked);
2. you acknowledged that you would lose your right of withdrawal as a result;
3. we sent you confirmation by email.

3. What you can return

4. Withdraw from the contract here

Fill in the form and tap “Confirm withdrawal”. You'll immediately receive an acknowledgement by email with the date and time, which serves as proof (art. 11a of Directive 2011/83/EU; art. 81.a of the Zakon o zaštiti potrošača).

You can also withdraw by writing to legal@croatiapp.app or by post to Martín Silva Molina, Ul. Ivana Rendića 28b, 10000 Zagreb, Hrvatska, with a clear statement (you can use the model below, but you don't have to). To meet the deadline, it's enough to send it before the 14 days are up.

5. Model withdrawal form

To: Martín Silva Molina, Ul. Ivana Rendića 28b, 10000 Zagreb, Hrvatska, legal@croatiapp.app

I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following digital content:
____________________________________________

Ordered on (date): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Account email: ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

6. Your refund

If you withdraw, we refund what you're owed within 14 days at the latest from when we receive your decision, using the same payment method you used (unless we agree otherwise), and at no cost to you. At the same time, access to whatever you returned (the course, the gift code or the kunas) is switched off.

7. The legal guarantee: if something doesn't work

Separately from withdrawal, digital content must conform to the contract: it must be as we described it and work as you'd expect. If it doesn't, you're entitled to have us bring it into conformity free of charge and, if we can't do that within a reasonable time or the defect is serious, to a proportionate price reduction or to terminate the contract with a refund within 14 days (Directive (EU) 2019/770 and the Croatian law that implements it). We are liable for any lack of conformity that becomes apparent for at least 2 years from when you received the content. Let us know using the form below or by email.

8. Complaints

You can send us a written complaint (pisani prigovor, art. 10 of the Zakon o zaštiti potrošača):

• by email, to legal@croatiapp.app;
• by post, to Martín Silva Molina, Ul. Ivana Rendića 28b, 10000 Zagreb, Hrvatska;
• using the form below.

We'll confirm receipt without delay and reply in writing within 15 days at the latest of receiving it, saying clearly whether we accept it and what we'll do. We keep the complaint and our reply for at least one year.

9. If we can't agree

• Mediation: Croatiapp isn't signed up to any consumer alternative dispute resolution body. If you suggest mediation before a body recognised in Croatia, we'll consider it in good faith. It's voluntary and doesn't stop you from going to court.
• If you live in another EU country: Europski potrošački centar Hrvatska (ECC Croatia) helps you free of charge with complaints against Croatian traders (www.eu-potrosac.hr).
• Inspectorate: you can lodge a complaint with the Državni inspektorat Republike Hrvatske, Šubićeva 29, 10000 Zagreb, Hrvatska (dirh.gov.hr).
• Courts: you can always go to court, as explained in the Terms and conditions.

The EU online dispute resolution (ODR) platform no longer exists: it closed on 20 July 2025 (Regulation (EU) 2024/3228).