Terms of Use

1. Service provider information

The Collie platform is provided and operated by the following legal entity:

• Full name: EONIdeas jednostavno društvo s ograničenom odgovornošću za računalne djelatnosti
• Short name: EONIdeas j.d.o.o.
• OIB: 87607117119
• EUID: HRSR.070135217
• Registration: Commercial Court in Zagreb
• Registered office: [TODO: provide registered office address]
• Email: info@collie.hr
• Phone: [TODO: provide phone number]
• Privacy email: privatnost@collie.hr

EONIdeas j.d.o.o. is the platform operator and the contracting party for these Terms of Use. Individual service providers listed on the platform are not a party to this agreement — they enter into separate contracts directly with users.

2. Subject matter and scope of service

Collie is a digital marketplace platform that connects service providers (tradespeople, companies) with users (consumers) seeking various services.

• The platform is an intermediary — Collie is NOT a party to the service contract between the user and the provider. The service contract is concluded directly between the user and the service provider.
• The platform facilitates connection, communication and transactions, but does not provide the underlying services offered by providers.
• Each service provider is solely responsible for the descriptions of their services, the quality of performance and legal compliance.
• Geographic scope: Republic of Croatia.
• Platform language: Croatian.

3. Contract formation — description of steps

In accordance with the Electronic Commerce Act (ZET Art. 12), the following describes the technical steps leading to the conclusion of a contract on the platform:

3.1. Flow for users (customers)

• Registration of a user account on the platform.
• Searching and browsing available services.
• Selecting a service and reviewing details (description, price, availability).
• Submitting an inquiry or order through the form on the platform.
• The platform acknowledges receipt of the order electronically without delay (ZET Art. 14).
• The service provider accepts or rejects the order — the service contract is concluded upon acceptance by the provider.

3.2. Flow for service providers

• Registration of a business account with the required information.
• Creating a profile and publishing services on the platform.
• Selecting and activating a subscription plan.
• Receiving and processing user orders.

3.3. Error correction

During the ordering process, users have the ability to review and correct the entered data before final confirmation. The available language for concluding the contract is Croatian.

4. Availability and storage of terms

In accordance with ZET Art. 13, these Terms of Use are available for storage, reuse and reproduction on a durable medium. Users may at any time save or print this page using standard browser functions.

5. Acceptance of terms

• By using the Collie platform, the user accepts these Terms of Use.
• Acceptance is performed by ticking the checkbox during user account registration.
• Acceptance is recorded with a version identifier and a timestamp.
• Acceptance of the Terms of Use and consent to the Privacy Policy are separate actions — the user must consent to each document separately.

6. User accounts

• Registration of a user account is required to use the platform.
• By registering, you confirm that all information provided is accurate and up to date.
• You are responsible for the security of your login credentials (username and password) and for all activities carried out through your account.
• Account closure — users: Users (customers) may request account closure at any time by emailing info@collie.hr. The account will be closed without undue delay.
• Account closure — providers: Service providers may request account closure with a notice period of 30 days, in accordance with obligations arising from active orders and subscriptions.

7. Status of service providers on the platform

In accordance with the Consumer Protection Act (ZZP Art. 61) and the Digital Services Act (DSA Art. 30):

• Each service provider is required to declare upon registration whether they are a registered trader (sole proprietor or company) or a natural person.
• If the provider is not a registered trader, users are shown a notice that consumer protection rights (right of withdrawal, complaint handling) may not apply to that transaction.
• Before a service is published on the platform, the platform collects the provider's identification data: name/company name, address, contact details, OIB, registration data, and a self-certification of compliance with applicable laws (DSA Art. 30 — traceability of traders).

8. Subscription terms for service providers

Service providers use the platform on a subscription basis. Subscription terms include:

• Prices: All subscription prices are expressed in euros (EUR) and include VAT (25%).
• Billing period: The subscription is billed monthly and renews automatically unless cancelled before the end of the current period.
• Cancellation: The provider may cancel the subscription at any time. Cancellation takes effect at the end of the current billing period.
• Refunds: Subscription fees paid for the current period are non-refundable, except in cases provided for by law.
• Price changes: Providers will be notified of any subscription price changes at least 15 days in advance by email (durable medium) in accordance with the P2B Regulation Art. 3(2).
• Right to terminate without penalty: In the event of a price change, the provider has the right to terminate the subscription without penalty within 15 days of receiving the notification.

9. Description and parameters of service ranking

In accordance with the P2B Regulation (Art. 5) and the Consumer Protection Act (ZZP Art. 61), the platform transparently discloses the parameters that influence the ranking of services in search results:

• Main parameters: [TODO: specify ranking parameters] — for example: user ratings, number of completed orders, geographic proximity, publication date, profile completeness.
• Relative importance: Parameters may carry different weights in the overall ranking. User ratings and relevance of the service to the search query have the greatest influence.
• Impact of payment: The subscription tier does not affect a service's position in search results. The platform does not offer paid advertising or promoted placements.
• Own services: The platform does not offer its own services and does not give preferential treatment to any provider.

10. Consumer rights — pre-contractual information

In accordance with the Consumer Protection Act (ZZP Art. 46 and Art. 60) and the Consumer Rights Directive (CRD Art. 6), before concluding a contract the platform ensures that the following information is available to the user:

• Main characteristics of each service (displayed on the service page).
• Identity of the provider (name, address, contact details).
• Total price of the service including taxes and fees, or the method of calculation if the price cannot be determined in advance.
• Payment and service performance conditions.
• Information on the right of withdrawal (see Section 11).
• Information on the complaint procedure (see Section 19).
• Information on alternative dispute resolution (see Section 20).

11. Right of withdrawal (14 days)

In accordance with the Consumer Protection Act (ZZP Art. 79) and the Consumer Rights Directive (CRD Art. 9-16):

• The consumer has the right, without giving any reason, to withdraw from the service contract within 14 calendar days from the date the contract was concluded.
• To exercise the right of withdrawal, the consumer may send a withdrawal statement by email to info@collie.hr or by post to the company registered office [TODO: provide registered office address].
• If performance of the service began during the withdrawal period with the consumer's express prior consent and with confirmation that the consumer is aware of the loss of the right of withdrawal upon full performance of the service — the right of withdrawal ceases after full performance.
• For partially performed services, the consumer is obliged to pay a proportionate amount of the price for the part of the service already performed (CRD Art. 14(3)).
• If the consumer was not properly informed of the right of withdrawal, the withdrawal period is extended by an additional 12 months (ZZP / CRD Art. 10).

11.1. Withdrawal form

The consumer may use the following withdrawal statement text (in accordance with Annex I of the ZZP):

12. Exceptions to the right of withdrawal

In accordance with ZZP Art. 79 and CRD Art. 16, the right of withdrawal does not apply in the following cases:

• The service has been fully performed with the consumer's express prior consent and with confirmation that the consumer is aware of the loss of the right of withdrawal.
• The service has been tailored to the consumer's personal needs (personalised service).
• The service is linked to a specific date or period (CRD Art. 16(l)) — for example, a service booked for an exact appointment.

13. Prices and fees

• All prices on the platform are expressed in euros (EUR) and include VAT (25%), unless expressly stated otherwise.
• The platform does not charge fees to users (customers) for using the platform and does not process payments directly.
• Service providers may have additional costs not included in the displayed price — they are obliged to inform the user before performing the service.
• For services with variable pricing (e.g. hourly rate), the service page indicates the method of calculating the final price.

14. Payment

• Payment for ordered services is agreed and made directly between the user and the service provider. The platform does not mediate payments nor hold funds in escrow.
• Subscription payments for providers are made through the available payment methods listed on the platform.
• Subscription refunds are only possible in cases provided for by law or these Terms.

15. Rating and review system

In accordance with the Consumer Protection Act (ZZP Art. 60) and the Omnibus Directive:

• Verified buyers: Only users who have completed an order (status COMPLETED) with the given provider may leave reviews.
• Verification: The platform verifies that the reviewer has actually used the service through the order status tracking system.
• Moderation: Reviews may be removed if they contain unlawful content, hate speech, personal attacks, false claims or spam.
• Prohibition of fake reviews: The publication of fake, commissioned or incentivised reviews is strictly prohibited.
• Editing: A user may edit their own review within a limited period after publication.

16. Prohibited uses of the platform

The following conduct is prohibited for platform users (in accordance with DSA Art. 14 and ZOO Art. 21):

• Publishing unlawful content.
• Fraudulent behaviour, including misrepresentation.
• Publishing fake reviews or manipulating the rating system.
• Providing false or misleading service descriptions.
• Infringing the intellectual property rights of third parties.
• Harassment, threats or hate speech.
• Sending unsolicited messages (spam) through the platform.
• Attempting unauthorised access to the platform's systems.

Violation of the above rules may result in content removal and/or suspension or termination of the user account.

17. Content moderation

In accordance with the Digital Services Act (DSA Art. 14 and Art. 17):

• The platform performs content moderation in accordance with the law and these Terms of Use.
• Moderation is carried out by human review — the platform does not currently use automated decision-making for content moderation.
• In the event of content removal, restriction or account suspension, the user receives a notification with clear and specific reasons for the action taken (DSA Art. 17).
• The user has the right to submit an internal complaint regarding the moderation decision (see Section 19).
• The user has the right to judicial protection and out-of-court dispute resolution (see Section 20).

18. Suspension, restriction and termination

In accordance with the P2B Regulation (Art. 3(1)(c) and Art. 4) and the DSA (Art. 17):

18.1. Grounds for suspension or termination

• Breach of these Terms of Use.
• Breach of applicable laws.
• Fraudulent or harmful conduct.
• Providing false information upon registration.
• Non-payment of subscription (for providers).

18.2. Termination for service providers

• The platform is required to provide the provider with a termination notice at least 30 days in advance on a durable medium (email), stating specific reasons (P2B Regulation Art. 4).
• Exceptions to the 30-day period: repeated breach of the Terms, legal obligations, or urgent security reasons (with justification).
• Even in the case of immediate termination, the platform is required to provide reasons subsequently.

18.3. Suspension of users (customers)

• A user account may be suspended with clear reasons and notification of the right to lodge a complaint.

18.4. Access to data after termination

• After termination, the provider has 30 days to export their data from the platform. Upon expiry of that period, data is deleted in accordance with the Privacy Policy.

19. Internal complaint and grievance system

In accordance with the Consumer Protection Act (ZZP Art. 10) and the Digital Services Act (DSA Art. 20):

• How to submit: Complaints and grievances may be submitted by email to info@collie.hr or by post to the company registered office.
• Acknowledgement of receipt: The platform acknowledges receipt of every complaint without delay.
• Response deadline: The platform is required to respond to a complaint no later than 15 days from receipt (ZZP Art. 10).
• Reasoning: The response contains acceptance or rejection of the complaint with stated reasons.
• Record-keeping: Complaint records are retained for at least 1 year.

Note: The platform currently employs fewer than 50 employees and generates annual revenue of less than 10 million EUR, and is therefore exempt from the obligation to establish a formal internal complaint system for providers under the P2B Regulation Art. 11.

20. Alternative dispute resolution (ADR)

In accordance with the Act on Alternative Resolution of Consumer Disputes (ZARPS Art. 12-13) and the Consumer Protection Act (ZZP Art. 60):

• The consumer has the right to initiate alternative dispute resolution proceedings before the competent ADR body in the Republic of Croatia.
• Competent ADR body: [TODO: specify the competent ADR body] (e.g. the Court of Honour of the Croatian Chamber of Trades and Crafts or the Mediation Centre of the Croatian Chamber of Commerce).
• The platform is willing to participate in alternative dispute resolution proceedings.

21. Liability of the platform as an intermediary

In accordance with the Digital Services Act (DSA Art. 4-8) and the Croatian DSA Implementation Act (ZPDU):

• Safe harbour: The platform, as a hosting service provider, is not liable for content published by service providers unless it has actual knowledge of unlawful content and fails to act expeditiously to remove it.
• The platform has no general obligation to monitor the content it transmits or stores (DSA Art. 8).
• Users use the platform at their own risk.
• The platform does not guarantee uninterrupted operation, availability or specific results from use.
• The platform is not liable for damages arising from disputes between users and service providers.

22. Intellectual property

22.1. User and provider content

• By publishing content on the platform (service descriptions, photographs, reviews), the user and provider grant the platform a non-exclusive, royalty-free licence to display, reproduce and distribute that content on the platform and for technical adaptations (for example, image resizing).
• Users and providers retain copyright in their own content.
• The provider warrants that the published content does not infringe the intellectual property rights of third parties.
• In the event of a third-party claim relating to intellectual property infringement, the provider is obliged to indemnify the platform (indemnification clause).

22.2. Platform intellectual property

• The name "Collie", logo, design, source code and all other platform content are protected by copyright and other intellectual property rights.
• Unauthorised copying, modification or distribution of the platform's content and code is prohibited.

23. Protection of personal data

The collection, processing and protection of personal data are described in detail in the Privacy Policy, which forms an integral part of these Terms of Use.

• The platform processes personal data in accordance with the General Data Protection Regulation (GDPR) and the Act on the Implementation of the General Data Protection Regulation (ZVOP).
• Categories of data processed include: personal data of users and providers (name, email, contact details), order data and technical data.
• Both documents (Terms of Use and Privacy Policy) must be read together.

24. Provider data access

In accordance with the P2B Regulation (Art. 7 and Art. 3(1)(d)):

• Data collected by the platform: The platform collects and processes provider data (identification data, service data) and user data (order data, reviews).
• Data access: Providers have access to their customers' order data through the dashboard on the platform.
• Data export: The provider may request an export of their data. In the event of contract termination, the provider has 30 days to export their data.
• Data retention: The platform retains data in accordance with legal obligations (see Privacy Policy).

25. Commercial communications

In accordance with the Electronic Commerce Act (ZET Art. 7):

• All promotional content sent through the platform is clearly marked as commercial communication.
• The user may unsubscribe from marketing messages at any time via the unsubscribe link in each message or through account settings.
• Transactional messages (order confirmations, status notifications) are not classified as commercial communications and are sent regardless of marketing message preferences.

26. Amendments to the terms of use

In accordance with the P2B Regulation (Art. 3(2)), the DSA (Art. 14(5)) and the Obligations Act (ZOO Art. 295):

• Users will be notified of any amendments to these Terms by email (durable medium).
• For providers: Amendments take effect no earlier than 15 days from receipt of the notification. The provider has the right to terminate the contract without penalty within that period.
• For users (customers): Notification is sent with a reasonable advance notice period.
• Amendments that are legally required or beneficial to users may take effect immediately.
• Continued use of the platform after the notice period expires constitutes acceptance of the amended Terms.

27. Governing law and jurisdiction

• These Terms are governed by the laws of the Republic of Croatia.
• For consumers (B2C): The mandatory consumer protection provisions of the country in which the consumer has their habitual residence apply and cannot be excluded by contract. The consumer may bring legal proceedings before the court of their place of residence.
• For providers (B2B): The courts in the Republic of Croatia have jurisdiction for all disputes.

28. Force majeure

In accordance with the Obligations Act (ZOO Art. 343):

• The platform is not liable for non-performance or delayed performance of its obligations if caused by force majeure circumstances — including, but not limited to: natural disasters, war, terrorism, epidemics, cyber attacks, power outages or internet infrastructure failures, and decisions of competent authorities.
• In the event of force majeure, the platform will make reasonable efforts to restore normal operations as soon as possible.

29. Contact information

For any questions, suggestions or complaints, please contact us:

EONIdeas j.d.o.o.
[TODO: provide registered office address]
Email (general): info@collie.hr
Email (privacy): privatnost@collie.hr
Phone: [TODO: provide phone number]
Web: https://collie.hr