Terms and conditions

OPĆI UVJETI SUDJELOVANJA U PROGRAMIMA 

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: 61597940237 (u daljnjem tekstu: Organizator).
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 Korisnik 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 rezervacijskom pologu, ugovorenoj cijeni pojedinog programa, ili dijelu te cijene, sukladno ponudi odnosno predračunu koji je Organizator prethodno dostavio Korisniku, a Organizator zaprimi takvu uplatu. Takva uplata predstavlja prihvat ponude Organizatora i sklapanje Ugovora.
2.2. Organizator će Korisniku, u razumnom roku nakon sklapanja Ugovora, dostaviti potvrdu o sklopljenom Ugovoru na adresu elektroničke pošte koju je Korisnik naveo prilikom sklapanja Ugovora.

OBVEZE KORISNIKA

3.1. Korisnik je dužan uplatiti cjelokupni ugovoreni iznos najmanje 10 dana prije početka održavanja programa, osim ako su se Organizator i Korisnik drugačije sporazumjeli pisanim putem ili putem elektroničke pošte.
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, sukladno Uvjetima plaćanja javno objavljenim na mrežnim stranicama Organizatora. 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, a uračunava se u ukupnu ugovorenu cijenu programa. Ostatak ugovorene cijene Korisnik mora uplatiti najmanje 10 dana prije početka održavanja programa ili se smatra da je odustao od sudjelovanja, uz posljedice iz čl. 7.1. ovih Općih uvjeta.

ODUSTANAK OD UGOVORA

7.1. Ako Korisnik u skladu s čl. 7.4. ovih Općih uvjeta odustane od sudjelovanja u programu, primjenjuju se sljedeće posljedice:
a) ako je pisani 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 pisani 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;
(c) 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.
7.2. 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.
7.3. Budući da usluge koje pruža Organizator predstavljaju usluge iz članka 86. stavka 1. točke 12. Zakona o zaštiti potrošača, odnosno usluge vezane uz slobodno vrijeme za koje je ugovoreno pružanje na određeni datum ili tijekom određenog razdoblja, potrošač nema pravo na jednostrani raskid ugovora sklopljenog na daljinu u smislu članka 79. Zakona o zaštiti potrošača.
7.4. Zahtjev za odustajanje od sudjelovanja u programu prije početka održavanja programa Korisnik je dužan prije isteka rokova iz čl. 7.1. dostaviti Organizatoru isključivo u pisanom obliku na adresu elektroničke pošte podrska (at) sputnik-grupa.hr .
7.5. U slučajevima kada Korisnik ima pravo na povrat uplaćenih sredstava, povrat će biti izvršen bez nepotrebnog odgađanja, a najkasnije u roku od 14 dana od dana zaprimanja zahtjeva za raskid. Navedeni rok može se produljiti u slučaju tehničkih poteškoća ili okolnosti na koje Organizator ne može utjecati.

INTELEKTUALNO VLASNIŠTVO

8.1. U odnosu na treće osobe, Organizator je isključivi nositelj svih autorskih prava na materijalima, pisanim vježbama, konceptima vježbe, zbirkama podataka i sl.
8.2. Ispitni zadaci predstavljaju autorsko djelo Organizatora, a Organizator iste iz komercijalnih razloga ima pravo držati kao povjerljive.
8.3. Korisnik odgovara za svako vrijeđanje autorskih prava Organizatora, kao što je npr. neovlašteno distribuiranje ispita.

ODNOS PREMA KORISNICIMA

9.1. 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. Sve komentare, sugestije ili prigovore Korisnici mogu podnijeti putem e-maila: podrska (at) sputnik-grupa.hr .
9.2. 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.
9.3. 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.
9.4. 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

10.1. Opći uvjeti poslovanja primjenjuju se na sve Ugovore koje Organizator sklopi s Korisnicima, za svaku pojedinu uslugu, a ugovorne strane s njima budu izričito upoznate.
10.2. 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.
10.3. U slučaju izmjena i dopuna ovih Općih uvjeta Organizator će izvijestiti Korisnike usluga objavom izmjena na službenim WEB stranicama Organizatora.
10.4. U slučaju ikakvog spora, ugovorne strane 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 OF PARTICIPATION IN PROGRAMMES

These General Terms and Conditions of Participation in Programmes (hereinafter: the “General Terms and Conditions”) set out, for the purposes of transparency, detailed definitions of certain terms, the relationship between the contracting parties, and the manner in which their respective obligations are to be performed. These General Terms and Conditions apply to all Agreements entered into by the Organiser with Clients, unless expressly agreed otherwise in an individual Agreement.

DEFINITIONS

1.1. The Organiser is Sputnik Grupa d.o.o., with its registered office in Zagreb, Trg Francuske Republike 14, registered in the Court Register of the Commercial Court in Zagreb, Personal Identification Number (OIB): 61597940237 (hereinafter: the “Organiser”).

1.2. The service recipient (hereinafter: the “Client”) is any legal entity or natural person that has entered into a services agreement with the Organiser for services falling within the scope of the Organiser’s business activities and offered in its promotional materials.

1.3. For the purposes of these General Terms and Conditions, Services means all services offered by the Organiser to Clients in any manner that constitutes an offer or an invitation to make an offer under the Croatian Civil Obligations Act (hereinafter: the “Civil Obligations Act”), on the terms advertised by the Organiser. Services primarily comprise language tuition programmes as defined in Clause 1.7.

1.4. The Organiser provides a separate description of each Service on its website. With regard to the description, number of Teaching Periods, frequency of classes, number of participants and other particulars, the Service shall comprise what the Organiser has specified or described in the description of the relevant Programme or other Service.

1.5. An Agreement is a bilateral legal relationship established between the Organiser and the Client for the provision of services falling within the scope of the Organiser’s business activities. The formation, termination and amendment of an Agreement, and related matters, shall be governed by the Civil Obligations Act, unless otherwise provided in these General Terms and Conditions.

1.6. Advertising by the Organiser means solely advertising made available by the Organiser itself to the public and an unspecified number of persons, including, in particular, publications on the Organiser’s official website.

1.7. A foreign language learning programme (hereinafter: a “Programme”) is a Service provided by the Organiser which constitutes a single, indivisible Service for organisational and contractual purposes and is delivered through group instruction over one or more Teaching Periods. The number of Teaching Periods within a Programme denotes only the schedule for delivery of the Service; the Service itself is not divisible into individual Teaching Periods. The Organiser offers various Programmes as part of its Services, and a description of the relevant Programme is presented to each Client upon entering into the Agreement.

1.8. A Group consists of the number of participants determined by the Organiser as necessary for the smooth delivery of the Service to an appropriate standard, at times agreed in advance.

1.9. A Teaching Period is a period of time into which a Programme, as a complete Service, is divided and, save in exceptional circumstances, does not itself constitute the subject matter of a services agreement. One Teaching Period lasts 45 minutes. For the purposes of these General Terms and Conditions, a Teaching Period does not constitute a unit of time supplied to Clients as a separate Service in the form of an individual or group learning programme. For each Service, the Organiser and the Client shall separately agree on the number and duration of Teaching Periods.

1.10. The Final Examination is a written and oral assessment of the Client’s language proficiency. Upon successful completion of the examination, the Organiser shall issue a certificate or diploma.

1.11. An Examination Session is a scheduled occasion on which the Final Examination is held, as determined by the Organiser subject to its capacity. The Programme price includes the number of Examination Sessions offered at no additional charge as specified by the Organiser in its offer, whether on its website or otherwise. If the Client does not attend the Examination Session or Sessions included in the price, each subsequent Examination Session shall be charged in accordance with the Price List established by the Organiser.

1.12. The Organiser may, on its own initiative or at the Client’s request, arrange additional Examination Sessions beyond its obligations under the Agreement. Details of such sessions, including dates, descriptions and prices, shall be published on the Organiser’s website or communicated by other appropriate means.

1.13. The Price List is a list of the Services provided by the Organiser, specifying the price of each Service. Prices shall be stated clearly and unambiguously in accordance with the Civil Obligations Act and the Croatian Value Added Tax Act.

1.14. The Reservation Deposit is a sum paid by the Client to the Organiser immediately upon entering into the Agreement. Its amount, method of payment and legal nature are further specified in Clause 6.4 of these General Terms and Conditions.

FORMATION OF THE AGREEMENT

2.1. A services agreement shall be deemed concluded when the Client pays an amount corresponding to the Reservation Deposit, the agreed price of the relevant Programme, or part of that price, in accordance with the offer or pro forma invoice previously provided to the Client by the Organiser, and the Organiser receives that payment. Such payment constitutes acceptance of the Organiser’s offer and formation of the Agreement.

2.2. Within a reasonable time following the conclusion of the Agreement, the Organiser shall send confirmation of the Agreement to the email address provided by the Client when entering into the Agreement.

CLIENT’S OBLIGATIONS

3.1. The Client shall pay the full agreed amount no later than 10 days before the Programme commences, unless otherwise agreed between the Organiser and the Client in writing or by email.

3.2. Except in exceptional circumstances, the Client shall obtain, at their own expense, all materials necessary for attending classes and completing assignments, including notebooks, writing materials, books and dictionaries.

3.3. The Client shall allow the Organiser’s employees to conduct classes without disruption and shall not engage in conduct that prevents or impedes the delivery of classes.

3.4. If the Client’s conduct prevents or substantially impedes the delivery of classes and the Organiser suffers loss as a result, the Client shall compensate the Organiser for that loss.

3.5. The Client shall be responsible for their own materials and any other belongings brought onto the Organiser’s premises. The Client shall not bring onto the Organiser’s premises any items capable of causing injury to others or damage to property.

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

3.7. The Client shall take due care of the Organiser’s furnishings and equipment and shall not destroy or damage them in any manner. The Client shall be liable for any property damage sustained by the Organiser as a result of a breach of this obligation.

ORGANISER’S OBLIGATIONS

4.1. The Organiser shall enable the Client to attend the Programme at the agreed times.

4.2. The Organiser reserves the right to terminate the Agreement if, before a particular Programme commences for a particular Group at the scheduled time, the minimum number of Clients specified by the Organiser has not enrolled (a condition subsequent). In such circumstances, the Organiser shall refund, without delay, all sums paid towards the price, including the Reservation Deposit. The Organiser may offer the Client an alternative Programme with a different structure, number of Teaching Periods and/or price. Such offer shall be published on the Organiser’s website or communicated by other means.

4.3. The Organiser shall provide premises suitable for teaching, with all facilities necessary for the smooth delivery of classes to an appropriate standard, and at least one instructor per Group. The Organiser reserves the right to replace the instructor of any Group during the Programme for organisational reasons or due to other circumstances that could not have been foreseen.

4.4. If classroom teaching becomes impossible or substantially impeded due to force majeure or other unforeseeable circumstances arising after the Agreement has been concluded, including, by way of example, the spread of an infectious disease, an earthquake or other natural disasters, the Organiser reserves the right to deliver classes in virtual classrooms for the duration of those circumstances. For the same reasons, the Organiser may also amend the class schedule or attendance times.

4.5. The Client may change their Group or the scheduled times of participation in the Programme only with the prior written approval of an authorised representative of the Organiser. A change includes attendance at any Programme at any time other than that agreed in advance.

4.6. The Organiser warrants that all instructors possess the qualifications, knowledge and skills necessary to deliver teaching to an appropriate standard.

4.7. As part of its contractual obligations, the Organiser shall hold the Examination Sessions included in the price in accordance with Clauses 1.10 and 1.11 of these General Terms and Conditions.

4.8. The Organiser shall issue the Client with an appropriate diploma or certificate confirming that the Client has passed the examination and attesting to the proficiency attained.

RICES AND DISCOUNTS

5.1. The Price is the sum payable by the Client in accordance with Clause 2.1 of these General Terms and Conditions. The Organiser shall determine the price of each Service in its Price List.

5.2. The agreed price covers the Service in its entirety, irrespective of its designation, including programme, course, tuition or level. The price is determined in accordance with Clause 1.7 of these General Terms and Conditions and cannot be apportioned among individual Teaching Periods. In exceptional cases, such as individual lessons, the price may be agreed by reference to Teaching Periods, in accordance with a separate agreement or a decision of the Organiser.

5.3. A Discount is any reduction in the agreed price granted and agreed by the Organiser for an individual Client, subject to conditions determined by the Organiser and published on its official website or communicated by other means.

5.4. A Discount may be applied only at the time of payment of the amount referred to in Clause 2.1 of these General Terms and Conditions. A Client who qualifies for a Discount shall notify the Organiser of their eligibility before making that payment. Discounts cannot be applied retrospectively.

PAYMENT

6.1. Payment of the agreed price constitutes performance of the Client’s contractual payment obligation.

6.2. Payment may be made only against an issued pro forma invoice, either by transfer to the Organiser’s bank account or by online card payment, in accordance with the Payment Terms published on the Organiser’s website. Cash payments are not accepted.

6.3. Payment by instalments means payment by any means of payment whereby the Client performs their payment obligation in parts, with all instalments together equalling the full price of the Service.

6.4. The amount of EUR 100.00, which the Client is required to pay upon entering into the Agreement, or has paid upon entering into it and before the agreed Programme commences, constitutes the Reservation Deposit and shall be treated as agreed earnest money serving as a withdrawal payment. The Reservation Deposit is non-refundable and shall be credited towards the total agreed Programme price. The Client shall pay the balance of the agreed price no later than 10 days before the Programme commences, failing which the Client shall be deemed to have withdrawn from participation, with the consequences set out in Clause 7.1 of these General Terms and Conditions.

WITHDRAWAL FROM THE AGREEMENT

7.1. If the Client withdraws from participation in the Programme in accordance with Clause 7.4 of these General Terms and Conditions, the following shall apply:

(a) If written notice of withdrawal is submitted more than 15 days before the Programme commences, the Organiser shall retain only the Reservation Deposit referred to in Clause 6.4 and shall refund the remainder of the amount paid to the Client.

(b) If written notice of withdrawal is submitted 15 days or less before the Programme commences, the Organiser shall retain an amount equal to 50% of the total agreed price for participation in the Programme and shall refund the remainder of the amount paid to the Client.

(c) Once the Programme has commenced, irrespective of the extent of the Client’s participation up to that point, the Client may not withdraw from the Agreement and claim a refund, and the Organiser shall retain the full agreed amount, except in the event of non-performance by the Organiser.

7.2. Only failure to perform the obligation set out in Clause 1.7 of these General Terms and Conditions shall constitute non-performance by the Organiser. Any change permitted under these General Terms and Conditions or recognised good business practice shall not constitute non-performance by the Organiser.

7.3. As the Services provided by the Organiser constitute services referred to in Article 86(1)(12) of the Croatian Consumer Protection Act, namely services related to leisure activities for which the contract provides for performance on a specific date or during a specific period, the consumer shall have no right to withdraw unilaterally from a distance contract within the meaning of Article 79 of the Croatian Consumer Protection Act.

7.4. To withdraw from participation in the Programme before it commences, the Client shall submit notice to the Organiser before the applicable deadlines set out in Clause 7.1, exclusively in writing by email to: podrska@sputnik-grupa.hr.

7.5. Where the Client is entitled to a refund, the refund shall be made without undue delay and, in any event, no later than 14 days after receipt of the request to terminate the Agreement. This period may be extended in the event of technical difficulties or circumstances beyond the Organiser’s control.

INTELLECTUAL PROPERTY

8.1. As against third parties, the Organiser is the sole holder of all copyright in materials, written exercises, exercise concepts, collections of data and similar works.

8.2. Examination questions and tasks constitute the Organiser’s copyright works, and the Organiser may keep them confidential for commercial reasons.

8.3. The Client shall be liable for any infringement of the Organiser’s copyright, including, for example, the unauthorised distribution of examination papers.

CLIENT RELATIONS

9.1. Client satisfaction is of great importance to the Organiser, and open communication is fundamental to its business. Any Client who, for any reason, is not fully satisfied with their participation in the Programme is encouraged to contact the Organiser, which undertakes to give careful consideration to every observation or expectation expressed. Clients may submit any comments, suggestions or complaints by email to: podrska@sputnik-grupa.hr.

9.2. Upon receiving notification of a Client’s dissatisfaction or difficulty, the Organiser shall conduct an individual assessment comparing the Client’s expectations with their experience to date, in order to identify areas requiring improvement.

9.3. Depending on the nature of the problem identified, the Organiser shall offer the Client a tailored solution, such as transfer to another Group better suited to the Client’s proficiency level, learning style or objectives, or a change of instructor where the teaching style is unsuitable for the Client. Any such solution shall be subject to Clauses 4.3 and 4.5 of these General Terms and Conditions and the Organiser’s operational capacity at the relevant time.

9.4. The Organiser shall regularly monitor the Client’s progress and satisfaction throughout the Programme and maintain communication with the Client to ensure that any changes made contribute effectively to the achievement of the Client’s language learning objectives.

FINAL PROVISIONS

10.1. These General Terms and Conditions shall apply to all Agreements entered into by the Organiser with Clients in respect of each individual Service, and shall be expressly brought to the attention of the contracting parties.

10.2. 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 applicable to specific Services provided by the Organiser.

10.3. In the event of any amendments or additions to these General Terms and Conditions, the Organiser shall notify Clients by publishing the amendments on its official website.

10.4. In the event of any dispute, the contracting parties undertake to attempt to resolve the dispute through mediation. If mediation is unsuccessful, the parties agree that territorial jurisdiction shall lie with the court in Zagreb having subject-matter jurisdiction.