Terms and conditions

Ovim općim uvjetima sudjelovanja u programima (u daljnjem tekstu: Opći uvjeti) u svrhu transparentnosti pobliže se definiraju pojedini termini i odnosi te načini ispunjenja obveza među ugovornim stranama. Opći uvjeti primjenjuju se na sve Ugovore koje Organizator sklopi s Korisnicima, osim ako je pojedinim Ugovorom izričito drugačije ugovoreno.

TERMINI

1.1. Organizator je Sputnik Grupa d.o.o. sa sjedištem u Zagrebu, Trg Francuske Republike 14, upisan u sudskom registru Trgovačkog suda u Zagrebu, OIB: 75401945699.

1.2. Korisnik usluge (u daljnjem tekstu: Korisnik) je svaka pravna ili fizička osoba, koja je s Organizatorom sklopila Ugovor o pružanju usluga, a koje su u opisu djelatnosti Organizatora i koje isti nudi u svojim promotivnim materijalima.

1.3. Usluge u smislu ovih Općih uvjeta su sve usluge koje Organizator nudi korisnicima na bilo koji način koji bi se u skladu sa Zakonom o obveznim odnosima (u daljnjem tekstu: ZOO) smatralo ponudom ili pozivom da se učini ponuda pod uvjetima koje je Organizator oglasio. Uslugama se prvenstveno smatraju programi poduke jezika u skladu sa člankom 1.7.

1.4. Organizator na web stranicama pojedinačno opisuje svaku pojedinu uslugu koju pruža. U smislu opisa, broja sati, dinamike, broja polaznika itd. uslugom se smatra ono što je Organizator naznačio ili opisao u opisu programa ili koje druge usluge.

1.5. Ugovor je dvostrani pravni odnos sklopljen između Organizatora i Korisnika, a odnosi se na pružanje usluga iz djelatnosti Organizatora. U pogledu sklapanja Ugovora, raskida, izmjena i sl., primjenjuju se odredbe ZOO-a, osim ako ovim Općim uvjetima nije drugačije određeno.

1.6. Oglašavanjem Organizatora smatra se oglašavanje koje je isključivo Organizator učinio dostupnim javnosti i neodređenom broju ljudi, a posebice objavljivanje na službenim web stranicama Organizatora.

1.7. Program učenja stranih jezika (u daljnjem tekstu: program) je usluga koju Organizator pruža, a koja u organizacijskom i ugovornom smislu čini cjelovitu i nedjeljivu uslugu, a održava se kao izvođenje nastave pred grupom, kroz jedan ili više nastavnih sati. Broj sati unutar programa označava samo organizacijski raspored održavanja usluge te kao takav nije djeljiv po satima. Organizator nudi različite programe kao svoje usluge, a njihov opis je predočen svakom korisniku prilikom sklapanja ugovora.

1.8. Grupa je broj polaznika koji utvrđuje Organizator, a koji je potreban za neometano i kvalitetno pružanje usluge, koji se održava u unaprijed dogovorenim terminima.

1.9. Nastavni sat je vremensko razdoblje na koje je podijeljen program kao cjelovita usluga, te osim iznimno, ne predstavlja predmet ugovora o pružanju usluga. Jedan nastavni sat traje 45 minuta. Nastavni sat u smislu ovih Općih uvjeta ne predstavlja vremensku jedinicu koja se kao zasebna usluga pruža korisnicima kao individualni ili grupni programi učenja. Prilikom pružanja svake usluge, Organizator i Korisnik posebno dogovaraju broj i trajanje nastavnih sati.

1.10. Završni ispit je pisana i usmena provjera znanja u kojem se korisnika ispituje poznavanje jezika, a po uspješno položenom ispitu Organizator izdaje potvrdu tj. diplomu.

1.11. Ispitni rok je termin unutar kojeg se održava završni ispit, a određuje ga Organizator u skladu sa svojim mogućnostima. U cijenu programa je uključen broj besplatnih ispitnih rokova koliko ih je Organizator odredio svojom ponudom bilo na web stranicama ili na koji drugi način. Ukoliko polaznik ne pristupi ispitn-om/im rok-u/ovima koji su bili uračunati u cijenu, svaki daljnji ispitni rok se naplaćuje po Cjeniku kojeg utvrđuje Organizator.

1.12. Organizator može samoinicijativno, ili na zahtjev korisnika organizirati i druge ispitne rokove izvan obveza iz sklopljenog ugovora. Takve će rokove (termine, opise, cijenu i sl.) Organizator objavljivati na svojim web stranicama ili na drugi odgovarajući način.

1.13. Cjenik je popis usluga koje pruža Organizator u kojemu su izražene cijene svake pojedine usluge. Cijene su izražene na jasan i nedvosmislen način u skladu sa Zakonom o obveznim odnosima i Zakonom o Porezu na dodanu vrijednost.

1.14. Rezervacijski polog je novčani iznos koji Korisnik uplaćuje Organizatoru odmah po sklapanju ugovora, a čija je visina, način uplate i pravna narav pobliže uređena u čl. 6.4. ovih Općih uvjeta.

SKLAPANJE UGOVORA

2.1. Ugovor o pružanju usluga smatra se sklopljenim u trenutku kada Korisnik uplati iznos koji odgovara ugovorenoj cijeni pojedinog programa, ili dijelu te cijene, sukladno ponudi koju je Organizator objavio na svojim web stranicama ili na bilo koji drugi način. Takva uplata smatra se konkludentnom radnjom kojom Korisnik prihvaća ponudu Organizatora.

2.2. Zahtjev za odustajanje od sudjelovanja u programu prije početka održavanja programa Korisnik može podnijeti isključivo u pisanom obliku, putem elektroničke pošte (e-mail), na adresu elektroničke pošte koju Organizator za tu svrhu objavi ili dostavi Korisniku. Pravne posljedice takvog odustajanja uređene su čl. 6.4. i 6.5. ovih Općih uvjeta.

OBVEZE KORISNIKA

3.1. Korisnik je dužan uplatiti cjelokupni ugovoreni iznos prije početka sudjelovanja u programu.

3.2. Korisnik je, osim u iznimnim slučajevima, dužan o svom trošku pribaviti sve materijale potrebne za praćenje nastave i izvršavanje zadataka (bilježnica, sredstva za pisanje, knjige, rječnici itd.).

3.3. Korisnik je dužan omogućiti radnicima Organizatora neometano izvođenje nastave, te ne smije svojim ponašanjem onemogućavati ili otežavati održavanje nastave.

3.4. U slučaju da Korisnik svojim ponašanjem onemogući održavanje nastave ili je znatno otežava, a Organizator zbog tog trpi štetu, dužan ju je nadoknaditi.

3.5. Korisnik je dužan sam brinuti za svoje materijale te druge stvari koje donosi u prostorije Organizatora. Korisnik ne smije u prostoriju Organizatora unositi bilo koje stvari koje mogu ozlijediti druge osobe ili izazvati materijalnu štetu.

3.6. Organizator ne odgovara za nestanak, krađu ili oštećenje korisnikovih stvari za vrijeme izvođenja nastave.

3.7. Korisnik je dužan paziti na inventar Organizatora te isti ne smije uništiti, niti oštetiti na koji način, a u suprotnom odgovara za svu materijalnu štetu koju zbog toga Organizator pretrpi.

OBVEZE ORGANIZATORA

4.1. Organizator je dužan korisniku omogućiti pohađanje programa u ugovorenom terminu.

4.2. Organizator zadržava pravo raskinuti ugovor u slučaju da prije početka održavanja određenog programa pred pojedinom grupom u određenom terminu ne bude prijavljen najmanje minimalan broj korisnika određen od strane Organizatora (raskidni uvjet). Organizator će u tom slučaju korisniku bez odgode izvršiti povrat uplaćenih novčanih sredstava na ime cijene, uključujući i rezervacijski polog. U ovom slučaju, Organizator može ponuditi korisniku drugačije osmišljen program s drugačijim brojem sati i/ili cijenom. Ponudu će Organizator objaviti na svojim web stranicama ili na drugačiji način.

4.3. Organizator je dužan osigurati prostoriju prilagođenu za održavanje nastave, sa svim potrebnim sadržajem za neometano i kvalitetno održavanje nastave te minimalno jednog predavača po grupi. Organizator zadržava pravo da u svakoj grupi tokom programa promjeni predavača zbog organizacijskih, ali i drugih okolnosti koje se nisu mogle predvidjeti.

4.4. U slučaju da održavanje nastave u učionici nije moguće ili je znatno otežano zbog više sile ili drugih okolnosti nastalih nakon sklapanja ugovora, a koje se nisu mogle predvidjeti (uključujući, primjerice, širenje zarazne bolesti, potres, druge elementarne nepogode i sl.), Organizator zadržava pravo da nastavu održava u Virtualnim učionicama za razdoblje trajanja navedenih okolnosti. Iz istih razloga Organizator je ovlašten i izmijeniti raspored odnosno termine pohađanja nastave.

4.5. Korisnik može promijeniti grupu odnosno termin sudjelovanja u programu samo uz prethodno pisano odobrenje ovlaštene osobe Organizatora. Promjenom se smatra pohađanje bilo kojeg programa u bilo kojem terminu koji nije unaprijed ugovoren.

4.6. Organizator jamči da svi predavači imaju potrebne kvalifikacije, te znanja i vještine potrebne za kvalitetno obavljanje nastave.

4.7. Unutar svoje ugovorne obveze Organizator je dužan održati ispitne rokove koji su uključeni u cijenu u skladu sa člankom 1.10. i 1.11. ovih Općih uvjeta.

4.8. O položenom ispitu te o stečenom znanju, Organizator će Korisniku izdati odgovarajuću diplomu/certifikat.

CIJENE I POPUSTI

5.1. Cijena je novčani iznos kojeg je Korisnik usluge dužan podmiriti u skladu s čl. 2.1. Općih uvjeta. Cijenu utvrđuje Organizator svojim Cjenikom u odnosu na svaku pojedinu uslugu koju pruža.

5.2. Ugovorena cijena predstavlja cijenu cjelokupne usluge bez obzira na naziv (program, tečaj, poduka, stupanj i sl.). Cijena je određena u skladu s čl. 1.7. Općih uvjeta i kao takva se ne može dijeliti na sate. Cijena se u iznimnim slučajevima (individualni sati i sl.), ugovara u odnosu na sate, a sve u skladu s posebnim ugovorom ili Odlukom Organizatora.

5.3. Popust je svako snižavanje ugovorene cijene pojedinom Korisniku koje odobrava i ugovara Organizator, a pod uvjetima koje određuje Organizator, i objavljuje ih na svojim službenim web stranicama, ili na koji drugi način.

5.4. Popust se ostvaruje jedino u trenutku uplate iznosa iz čl. 2.1. Općih uvjeta. Korisnik kojemu s obzirom na svojstva pripada pravo na popust mora na isti sam upozoriti Organizatora prije te uplate. Popust se ne može ostvarivati retroaktivno.

PLAĆANJE

6.1. Plaćanjem ugovorene cijene korisnik ispunjava svoju ugovornu obvezu.

6.2. Plaćanje se može izvršiti isključivo po izdanom predračunu, i to uplatom na bankovni račun Organizatora ili kartičnim plaćanjem online. Plaćanje gotovinom nije moguće.

6.3. Plaćanje u obrocima je plaćanje bilo kojim sredstvom plaćanja, kada korisnik svoju obvezu ispunjava djelomično, a skup svih obroka odgovara cjelokupnoj cijeni usluge.

6.4. Iznos od 100,00 EUR, a kojeg je korisnik dužan platiti po sklapanju ugovora, ili je uplatio po sklapanju istog, a prije početka ugovorenog programa, predstavlja rezervacijski polog te se smatra ugovorenom kaparom kao odustatninom. Rezervacijski polog je nepovratan. Ostatak ugovorne cijene Korisnik mora uplatiti najmanje 10 dana prije početka održavanja programa ili se smatra da je odustao od sudjelovanja, uz posljedice iz čl. 6.5. ovih Općih uvjeta.

6.5. Ako Korisnik u skladu s čl. 2.2. ovih Općih uvjeta odustane od sudjelovanja u programu prije početka održavanja programa, primjenjuju se sljedeće posljedice:
a) ako je pismeni zahtjev za odustajanjem dostavljen više od 15 dana prije početka održavanja programa, Organizator zadržava samo rezervacijski polog iz čl. 6.4., a preostali uplaćeni iznos vraća Korisniku;
b) ako je pismeni zahtjev za odustajanjem dostavljen 15 ili manje dana prije početka održavanja programa, Organizator zadržava iznos u visini 50% ukupne ugovorene cijene za sudjelovanje u programu, a preostali uplaćeni iznos vraća Korisniku.

6.6. Nakon početka izvođenja programa, neovisno o količini sudjelovanja u istom do tog trena, Korisnik ne može odustati od ugovora i tražiti povrat novca, te Organizator u tom slučaju zadržava cjelokupni ugovoreni iznos, osim zbog neispunjenja od strane Organizatora.

6.7. Neispunjenjem od strane Organizatora se smatra samo neispunjenje obveze iz čl. 1.7. ovih Općih uvjeta. Svaka promjena dopuštena na temelju ovih Uvjeta ili dobrih poslovnih običaja ne smatra se neispunjenjem od strane Organizatora.

INTELEKTUALNO VLASNIŠTVO

7.1. U odnosu na treće osobe, Organizator je isključivi nositelj svih autorskih prava na materijalima, pisanim vježbama, konceptima vježbe, zbirkama podataka i sl.

7.2. Ispitni zadaci predstavljaju autorsko djelo Organizatora, a Organizator iste iz komercijalnih razloga ima pravo držati kao povjerljive.

7.3. Korisnik odgovara za svako vrijeđanje autorskih prava Organizatora, kao što je npr. neovlašteno distribuiranje ispita.

ODNOS PREMA KORISNICIMA

8.1. Zadovoljstvo Korisnika Organizatoru je od velike važnosti, a otvorena komunikacija temelj je njegovog poslovanja. Korisnik koji iz bilo kojeg razloga nije u potpunosti zadovoljan pohađanjem programa potiče se da se obrati Organizatoru, koji se obvezuje pažljivo razmotriti svako izneseno zapažanje ili očekivanje.

8.2. Nakon što Korisnik prijavi svoje nezadovoljstvo ili poteškoću, Organizator će provesti individualnu analizu kojom uspoređuje Korisnikova očekivanja s njegovim dotadašnjim iskustvom, radi utvrđivanja područja u kojem je poboljšanje potrebno.

8.3. Ovisno o naravi utvrđenog problema, Organizator će Korisniku ponuditi prilagodljivo rješenje — primjerice premještaj u drugu grupu koja bolje odgovara njegovoj razini znanja, stilu učenja ili ciljevima, odnosno promjenu predavača ako postoji nesuglasje u stilu poučavanja — a sve u skladu s čl. 4.3. i 4.5. ovih Općih uvjeta te u granicama organizacijskih mogućnosti kojima Organizator u tom trenutku raspolaže.

8.4. Organizator će redovito pratiti napredak i zadovoljstvo Korisnika tijekom pohađanja programa te održavati komunikaciju s Korisnikom kako bi se uvjerio da poduzete promjene doista doprinose ostvarenju njegovih jezičnih ciljeva.

ZAVRŠNE ODREDBE

9.1. Opći uvjeti poslovanja primjenjuju se na sve Ugovore koje Organizator sklopi s korisnicima, za svaku pojedinu uslugu, a stranke s njima budu izričito upoznate.

9.2. Odredbe ovih Općih uvjeta primjenjuju se na sve ugovore, osim ako pojedinim ugovorom nije drugačije ugovoreno, ili se pojedini ugovor ne poziva na neke druge Opće uvjete poslovanja koji se odnose na posebne usluge koje pruža Organizator.

9.3. U slučaju izmjena i dopuna ovih Općih uvjeta Organizator će izvijestiti Korisnike usluga objavom izmjena na službenim WEB stranicama Organizatora.

9.4. U slučaju ikakvog spora, stranke se obvezuju da će sve sporove pokušati riješiti mirenjem. U slučaju da mirenje ne uspije, stranke ugovaraju mjesnu nadležnost stvarno nadležnog suda u Zagrebu.

* These General Terms and Conditions have been translated from the Croatian original. In the event of any inconsistency, discrepancy, or difference in interpretation between this translation and the Croatian version, the Croatian version shall prevail and shall be deemed the official, legally binding, and authoritative version.

GENERAL TERMS AND CONDITIONS FOR PARTICIPATION IN PROGRAMS

These General Terms and Conditions for Participation in Programs (hereinafter: the “General Terms and Conditions”), for the purpose of transparency, define in greater detail certain terms and relationships, as well as the manner of performance of obligations between the contracting parties. These General Terms and Conditions shall apply to all Agreements concluded by the Organizer with Users, unless expressly agreed otherwise in an individual Agreement.

TERMS

1.1. The Organizer is Sputnik Grupa d.o.o., with its registered seat in Zagreb, Trg Francuske Republike 14, registered in the court register of the Commercial Court in Zagreb, Personal Identification Number (OIB): 75401945699.

1.2. The User of the service (hereinafter: the “User”) is any legal or private person who has concluded with the Organizer an Agreement on the provision of services which fall within the Organizer’s scope of business activities and which the Organizer offers in its promotional materials.

1.3. Services within the meaning of these General Terms and Conditions are all services offered by the Organizer to users in any manner which, pursuant to the Civil Obligations Act (hereinafter: the “COA”), would be deemed an offer or an invitation to make an offer under the terms advertised by the Organizer. Services shall primarily include foreign language instruction programs in accordance with Article 1.7.

1.4. The Organizer individually describes each service it provides on its website. With respect to the description, number of hours, schedule, number of participants, and similar matters, the service shall be deemed to be that which the Organizer has indicated or described in the description of the program or any other service.

1.5. The Agreement is a bilateral legal relationship concluded between the Organizer and the User, relating to the provision of services within the Organizer’s business activities. With respect to the conclusion, termination, amendments, and similar matters concerning the Agreement, the provisions of the COA shall apply, unless otherwise provided by these General Terms and Conditions.

1.6. Advertising by the Organizer shall mean advertising made available to the public and to an indefinite number of persons exclusively by the Organizer, in particular publication on the Organizer’s official website.

1.7. A foreign language learning program (hereinafter: the “Program”) is a service provided by the Organizer which, in organizational and contractual terms, constitutes a complete and indivisible service, delivered as instruction before a group through one or more teaching hours. The number of hours within the Program indicates only the organizational schedule for the delivery of the service and, as such, is not divisible by individual hours. The Organizer offers various Programs as its services, and their description is presented to each User at the time of conclusion of the Agreement.

1.8. A Group is the number of participants determined by the Organizer as necessary for the uninterrupted and high-quality provision of the service, which is delivered at pre-agreed times.

1.9. A teaching hour is a period of time into which the Program, as a complete service, is divided and, except in exceptional cases, does not constitute the subject matter of the Agreement on the provision of services. One teaching hour lasts 45 minutes. A teaching hour within the meaning of these General Terms and Conditions does not constitute a unit of time provided to Users as a separate service in individual or group learning programs. For each service provided, the Organizer and the User shall separately agree on the number and duration of teaching hours.

1.10. The final examination is a written and oral knowledge assessment in which the User’s knowledge of the language is tested, and upon successfully passing the examination, the Organizer issues a certificate, i.e. a diploma.

1.11. An examination term is a period within which the final examination is held, as determined by the Organizer in accordance with its capacities. The price of the Program includes the number of free examination terms determined by the Organizer in its offer, whether on its website or otherwise. If the participant fails to attend the examination term(s) included in the price, each subsequent examination term shall be charged in accordance with the Price List determined by the Organizer.

1.12. The Organizer may, on its own initiative or at the request of a User, organize additional examination terms outside the obligations arising from the concluded Agreement. The Organizer shall publish such terms, including times, descriptions, prices, and similar information, on its website or in another appropriate manner.

1.13. The Price List is a list of services provided by the Organizer, indicating the prices of each individual service. Prices are expressed in a clear and unambiguous manner in accordance with the Civil Obligations Act and the Value Added Tax Act.

1.14. The reservation deposit is a monetary amount paid by the User to the Organizer immediately upon conclusion of the Agreement, the amount, method of payment, and legal nature of which are regulated in greater detail in Article 6.4 of these General Terms and Conditions.

CONCLUSION OF THE AGREEMENT

2.1. The Agreement on the provision of services shall be deemed concluded at the moment when the User pays an amount corresponding to the agreed price of the individual Program, or part thereof, in accordance with the offer published by the Organizer on its website or in any other manner. Such payment shall be deemed a conclusive act by which the User accepts the Organizer’s offer.

2.2. A request to withdraw from participation in the Program before the start of the Program may be submitted by the User exclusively in writing, by electronic mail, to the email address published or provided by the Organizer for that purpose. The legal consequences of such withdrawal are regulated by Articles 6.4 and 6.5 of these General Terms and Conditions.

OBLIGATIONS OF THE USER

3.1. The User has to pay the full agreed amount before being able to participate in the Program.

3.2. Except in exceptional cases, the User is obliged, at their own expense, to obtain all materials necessary for attending classes and completing assignments, including notebooks, writing materials, books, dictionaries, and similar items.

3.3. The User is obliged to enable the Organizer’s employees to conduct classes without disruption and must not, by their conduct, prevent or hinder the holding of classes.

3.4. If the User, by their conduct, prevents or significantly hinders the holding of classes and the Organizer suffers damage as a result, the User shall be obliged to compensate such damage.

3.5. The User is obliged to take care of their own materials and other items brought onto the Organizer’s premises. The User must not bring onto the Organizer’s premises any items that may injure other persons or cause material damage.

3.6. The Organizer shall not be liable for the loss, theft, or damage of the User’s belongings during the holding of classes.

3.7. The User is obliged to take care of the Organizer’s inventory and must not destroy or damage it in any way; otherwise, the User shall be liable for all material damage suffered by the Organizer as a result.

OBLIGATIONS OF THE ORGANIZER

4.1. The Organizer is obliged to enable the User to attend the Program at the agreed time.

4.2. The Organizer reserves the right to terminate the Agreement if, before the start of a particular Program fot a particular Group at a particular time, at the minimum number of Users determined by the Organizer has not been enrolled (condition subsequent). In such case, the Organizer shall, without delay, refund to the User all monetary amounts paid in respect of the price, including the Reservation fee. In this case, the Organizer may offer the User a differently structured Program with a different number of hours and/or price. The Organizer shall publish such offer on its website or in another manner.

4.3. The Organizer is obliged to provide premises suitable for holding classes, with all necessary facilities for the uninterrupted and high-quality delivery of instruction, as well as at least one lecturer per Group. The Organizer reserves the right to replace the lecturer in any Group during the Program due to organizational reasons or other circumstances that could not have been foreseen.

4.4. If the holding of classes in a classroom is impossible or significantly hindered due to force majeure or other circumstances arising after conclusion of the Agreement which could not have been foreseen, including, for example, the spread of an infectious disease, earthquake, other natural disasters, and similar events, the Organizer reserves the right to hold classes in virtual classrooms for the duration of such circumstances. For the same reasons, the Organizer is also authorized to amend the schedule or the times of attendance.

4.5. The User may change the Group or the time of participation in the Program only with the prior written approval of the Organizer’s authorized person. Attendance of any Program at any time not agreed in advance shall be deemed a change.

4.6. The Organizer warrants that all lecturers possess the required qualifications, knowledge, and skills necessary for the high-quality delivery of instruction.

4.7. Within the scope of its contractual obligation, the Organizer is obliged to hold the examination terms included in the price in accordance with Articles 1.10 and 1.11 of these General Terms and Conditions.

4.8. Upon passing the examination and in respect of the knowledge acquired, the Organizer shall issue to the User the appropriate diploma/certificate.

PRICES AND DISCOUNTS

5.1. The price is the monetary amount which the User of the service is obliged to pay in accordance with Article 2.1 of the General Terms and Conditions. The price is determined by the Organizer in its Price List for each individual service it provides.

5.2. The agreed price represents the price of the entire service, irrespective of its designation, including program, course, instruction, level, or similar. The price is determined in accordance with Article 1.7 of the General Terms and Conditions and, as such, cannot be divided into hours. In exceptional cases, such as individual lessons and similar services, the price may be agreed by reference to hours, all in accordance with a separate agreement or decision of the Organizer.

5.3. A discount is any reduction of the agreed price granted and agreed by the Organizer for an individual User, under the terms determined by the Organizer and published on its official website or in another manner.

5.4. A discount may be exercised only at the time of payment of the amount referred to in Article 2.1 of the General Terms and Conditions. A User who, due to their characteristics, is entitled to a discount must inform the Organizer thereof before such payment. Discounts may not be exercised retroactively.

PAYMENT

6.1. By paying the agreed price, the User fulfils their contractual obligation.

6.2. Payment may be made exclusively on the basis of an issued pro forma invoice, by payment to the Organizer’s bank account or by online card payment. Cash payment is not possible.

6.3. Payment in instalments means payment by any means of payment whereby the User fulfils their obligation in parts, and the sum of all instalments corresponds to the full price of the service.

6.4. The amount of EUR 100.00, which the User is obliged to pay upon conclusion of the Agreement, or which the User has paid upon conclusion thereof and before the start of the agreed Program, constitutes a Reservation fee and shall be deemed agreed earnest money serving as a withdrawal fee. The Reservation fee is non-refundable. The User must pay the remainder of the contractual price no later than 10 days before the start of the Program, failing which the User shall be deemed to have withdrawn from participation, with the consequences set out in Article 6.5 of these General Terms and Conditions.

6.5. If the User, in accordance with Article 2.2 of these General Terms and Conditions, withdraws from participation in the Program before the start of the Program, the following consequences shall apply:

a) if the written withdrawal request is delivered more than 15 days before the start of the Program, the Organizer shall retain only the reservation deposit referred to in Article 6.4, and shall refund the remaining amount paid to the User;

b) if the written withdrawal request is delivered 15 days or fewer before the start of the Program, the Organizer shall retain an amount equal to 50% of the total agreed price for participation in the Program, and shall refund the remaining amount paid to the User.

6.6. After the start of the Program, regardless of the extent of participation in the Program up to that point, the User may not withdraw from the Agreement and request a refund, and in such case the Organizer shall retain the full agreed amount, except in the event of non-performance by the Organizer.

6.7. Non-performance by the Organizer shall mean only non-performance of the obligation referred to in Article 1.7 of these General Terms and Conditions. Any change permitted under these Terms and Conditions or good business practices shall not be deemed non-performance by the Organizer.

INTELLECTUAL PROPERTY

7.1. In relation to third parties, the Organizer is the exclusive holder of all copyrights in materials, written exercises, exercise concepts, databases, and similar materials.

7.2. Examination tasks constitute the Organizer’s copyright work, and the Organizer is entitled, for commercial reasons, to keep them confidential.

7.3. The User shall be liable for any infringement of the Organizer’s copyrights, including, for example, the unauthorized distribution of examinations.

RELATIONSHIP WITH USERS

8.1. User satisfaction is of great importance to the Organizer, and open communication forms the basis of its business operations. Any User who, for any reason, is not fully satisfied with attending the Program is encouraged to contact the Organizer, which undertakes to carefully consider every observation or expectation presented.

8.2. After the User reports their dissatisfaction or difficulty, the Organizer shall conduct an individual analysis comparing the User’s expectations with their experience to date, in order to determine the area in which improvement is required.

8.3. Depending on the nature of the identified issue, the Organizer shall offer the User an adaptable solution — for example, transfer to another Group that better corresponds to the User’s level of knowledge, learning style, or objectives, or a change of lecturer if there is an incompatibility in teaching style — all in accordance with Articles 4.3 and 4.5 of these General Terms and Conditions and within the limits of the organizational capacities available to the Organizer at that time.

8.4. The Organizer shall regularly monitor the User’s progress and satisfaction during attendance of the Program and shall maintain communication with the User in order to ensure that the changes undertaken genuinely contribute to the achievement of the User’s language objectives.

FINAL PROVISIONS

9.1. These General Terms and Conditions of Business shall apply to all Agreements concluded by the Organizer with Users for each individual service, provided that the parties have been expressly made aware of them.

9.2. The provisions of these General Terms and Conditions shall apply to all agreements, unless otherwise agreed in an individual agreement or unless an individual agreement refers to other General Terms and Conditions of Business relating to special services provided by the Organizer.

9.3. In the event of amendments or supplements to these General Terms and Conditions, the Organizer shall notify Users of the services by publishing the amendments on the Organizer’s official website.

9.4. In the event of any dispute, the parties undertake to attempt to resolve all disputes through mediation. If mediation is unsuccessful, the parties agree on the local jurisdiction of the court with subject-matter jurisdiction in Zagreb.