Cancellation Terms

Effective date: August 19, 2026

Version: 2.0.0

This page explains how an order can be changed or cancelled and how refunds are handled. It introduces no new rules — it clarifies the provisions of the Terms of Use and describes how the platform actually behaves. In case of any discrepancy, the Terms of Use prevail.

1. Changing an order

While an order is in the U obradi (in progress) status — that is, before the service provider accepts it — you can change the location, the requested date and the message attached to the order.

Once the order has been accepted, changes through the form are no longer possible. Arrange them directly with the service provider through the order messages.

2. Cancelling before payment

  • The service provider may decline an order. If they gave a reason, it is shown on the order page. A declined order is not charged and creates no obligation for you.
  • Customers have no cancel button in the app. If you want to withdraw an order you have sent, write to support@collie.hr with the order number. Cancelling an unpaid order costs nothing.

Nothing is charged before payment — sending an inquiry and having an order accepted do not by themselves trigger a charge.

3. Cancelling after payment

A paid order cannot be cancelled through the platform. Once the payment has gone through, there is no action in the app by which you or the service provider can cancel or decline the order.

The reason is the nature of the services ordered on Collie: providers as a rule start work immediately after payment, and some services are tied to a specific date or are prepared especially for you.

If something is wrong with an order, write to support@collie.hr with the order number and a short explanation. We consider every case individually and, where a refund is warranted, we make it ourselves.

  • An approved refund is made for the full amount paid, to the same payment method the order was paid with. How long the credit takes depends on your bank.
  • A storno is issued for the original receipt, so your records stay complete.
  • A decision to refund outside the statutory grounds is our business decision and is not a waiver of the rights set out in section 4.

This section does not affect your statutory rights. The 14-day right of withdrawal is described in section 4 and is exercised by a statement, regardless of the fact that the platform offers no cancel button. Your rights where a service has been performed defectively or incompletely are described in section 6.

4. Right of withdrawal (14 days)

Under the Croatian Consumer Protection Act (ZZP art. 79) and the EU Consumer Rights Directive, as a consumer you have the right to withdraw from a service contract within 14 calendar days of concluding it, without giving a reason.

  • Send the withdrawal statement by email to info@collie.hr or by post to our registered office: Tome Masaryka 2, 42000 Varaždin.
  • If performance of the service began during the withdrawal period with your express prior consent and your acknowledgement that you would lose that right, the right of withdrawal ends once the service has been fully performed.
  • For a partially performed service you are obliged to pay a proportionate share of the price for the part already performed.
  • The right of withdrawal does not apply to a service tied to a specific date or period, nor to a service tailored to your personal requirements.

4.1. The consent you give at checkout

Before paying, you tick a box reading: “I agree to the immediate performance of the service and understand that I waive my 14-day right of withdrawal under EU law.”

This confirmation is required because services on the platform are as a rule performed within less than 14 days. Until the service has been performed, the right of withdrawal still stands.

4.2. Withdrawal form

You may use the following statement (per Annex I of the ZZP):

Statement of withdrawal from the contract

To: EONIdeas j.d.o.o., info@collie.hr

I hereby give notice that I withdraw from the contract for the following service: _____________

Date the contract was concluded: _____________

Consumer’s name: _____________

Consumer’s address: _____________

Date: _____________

Consumer’s signature (only if this form is sent on paper): _____________

The full provisions on the right of withdrawal and its exceptions are in sections 10, 11 and 12 of the Terms of Use.

5. When the money is passed on to the provider

Collie holds the amount paid from the moment of payment until the moment the service provider marks the service as performed. The funds are then passed on to them. There is no further period after performance during which the money would still sit with us.

This does not shorten your rights in any way. The period within which you can report a problem with a performed service is not tied to the moment of payout: consumer rights where a service has been performed defectively, including material defects, last considerably longer. How to file a complaint and how quickly we reply is described in section 6.

6. Complaints

You can file a complaint by email to support@collie.hr or by post to our registered office: EONIdeas j.d.o.o., Tome Masaryka 2, 42000 Varaždin.

  • We confirm receipt of a complaint without delay.
  • We provide a written reply no later than 15 days from receipt of the complaint (ZZP art. 10).
  • The reply states whether the complaint is upheld or rejected, and why.
  • We keep records of complaints for at least one year.

Options for alternative consumer dispute resolution are described in the Terms of Use.