Cancellation Terms

Effective date: August 10, 2026

Version: 1.0.0

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 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 provider through the order messages.

2. Cancelling before payment

  • The 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

Cancelling a paid order is handled by Collie. Send your request to support@collie.hr with the order number and a short explanation.

  • The refund is issued for the full amount paid, including the platform fee.
  • The money is returned to the same payment method used for the order. How long the credit takes depends on your bank.
  • If the funds have already been transferred to the provider, that transfer is reversed as part of the refund.

If the service has in the meantime been partly or fully performed, the rule in section 4 applies.

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. The 48-hour window for reporting a problem

When the provider marks a service as performed, Collie holds the amount paid for another 48 hours. Only after that window expires are the funds passed on to the provider.

If you report a problem to support@collie.hr within that window, we can act before the money has been paid out, which speeds up the resolution. After the window closes you can still complain, but a refund then requires additional steps.

This is a payout-hold window, not a deadline for exercising your legal rights. Consumer rights in the case of a defectively performed service, including material defects, last considerably longer and are in no way limited by this window.

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.