OAZA MIRA LLC

This Refund Policy applies to all services ordered via the Oaza Mira platform (www.oaza-mira.app), operated by OAZA MIRA LLC. By placing an order on our platform, you agree to the conditions set out in this policy. In short: if you are a consumer habitually resident in the European Union, within 14 days of payment you may withdraw from the contract and get your money back — everything you have paid, less the visits carried out by then if, when ordering, you requested that grave care begin immediately (Section 5). After that period has expired, a subscription can only be cancelled for future periods, with no refund for a period already paid (Section 5.3). A one-off order can be cancelled for as long as the Service Provider has not accepted it; once it has been accepted, cancellation is no longer possible (Section 5.3). If you cancel a one-off order within 14 days of concluding the contract, we treat this as a withdrawal statement and refund the full amount paid, with no deductions — except for visits carried out and documented by then, if you gave the consent described in Section 5.2. If grave care was not carried out or is defective, Section 6 applies: first re-performance, together with goodwill credit on your account, and money where the law gives it to you.

Oaza Mira is a digital intermediary platform (the “Platform”) that connects users with independent providers of grave and monument care services (“Service Providers”). After payment, we forward your order to Service Providers for assignment and performance: immediately, if when ordering you requested that grave care begin before the withdrawal period expires (Section 5.2), and otherwise only after that period has expired.

Important: the contract is concluded upon payment. A one-off order can be cancelled for as long as the Service Provider has not accepted it (Section 5.3), and within 14 days of concluding the contract you also have the statutory right to withdraw (Section 5). If, when ordering, you expressly request by a separate checkbox that grave care begin before the withdrawal period expires (Section 5.2), we forward the order immediately to the Service Providers in that area and performance begins without delay, within the timeframes set out in Section 4 of the Terms of Service; without that consent, we forward it only after that period has expired. This does not exclude your statutory right to withdraw from the contract within 14 days of its conclusion (Section 5), nor your rights if the service was not performed or is defective (Section 6).

Payments made via the Platform are, as a rule, not refunded. Visits that have been carried out and documented (including fresh flowers placed and candles lit) are charged in full — for a subscription, as the proportionate share of the total contract price (Article 84(8) of the Croatian Consumer Protection Act (ZZP)). Exception: if you withdraw from the contract within the withdrawal period (Section 5), you pay for visits carried out within that period only if you gave the consent described in Section 5.2 (Article 84(8) and (9) of the Croatian Consumer Protection Act (ZZP)). After that period has expired, a prepaid subscription billing period (one month, three months or 12 months) is not refunded, even in part, on cancellation. We grant a refund in the following cases. First: on timely withdrawal from the contract (Section 5). Second: where you cancel a one-off order before the Service Provider has accepted it; the amount we refund to you is set out in Section 5.3. Third: where grave care becomes permanently impossible (Section 5.3). Fourth: where the service was not performed and cannot be carried out by another Service Provider either (Section 6). Fifth: where we terminate your account (Section 12 of the Terms of Service). Sixth: whenever, because of non-performance or a defect in the service, the law — in particular the rules on liability for defects (Articles 604–611 of the Croatian Civil Obligations Act (ZOO)) — or mandatory consumer protection provisions entitle you to a refund, a price reduction or compensation for damage. Cancelling a subscription at will after the withdrawal period has expired is not such a case: the Croatian Civil Obligations Act (ZOO) (Articles 619 and 779) allows it, but we have agreed otherwise; see Section 5.3. This applies to both one-off orders and subscriptions.

Mandatory consumer rights are unaffected. If you exercise your statutory right to withdraw from the contract under Section 5 in time, we refund the amount due to you in money — not as goodwill credit on your account. We refund it using the same means of payment you used, without undue delay and no later than 14 days from receipt of your withdrawal statement (Article 83 of the Croatian Consumer Protection Act (ZZP)). If, within 14 days of concluding the contract, you withdraw before the service has been fully performed, and when ordering you ticked the box requesting that grave care begin immediately (Section 5.2), you pay only for the visits that had already been carried out and documented by the time you informed us of your withdrawal — including fresh flowers placed and candles lit (Article 84(8) of the Croatian Consumer Protection Act (ZZP)). We refund the remainder in money. For a care plan, we calculate the proportionate share of the price by dividing the price of the billing period by the number of visits agreed for that period. If you did not give that consent and you withdraw within the period, you owe nothing for what was carried out within that period and we refund the full amount paid (Article 84(9)). The same applies if, before you ordered, we did not give you the information under Article 60(1)(9), (10) and (12) of the Croatian Consumer Protection Act (ZZP) — in that case too you owe nothing for what was carried out within the period, even where you did give the consent (Article 84(9)). After the withdrawal period has expired (Section 5.1), withdrawal is no longer possible; a subscription can then only be cancelled for future billing periods, with no refund for the current period (Section 5.3). A one-off order can be cancelled for as long as the Service Provider has not accepted it. If you cancel it within 14 days of concluding the contract, we treat this as a withdrawal and refund the full amount paid, with no deductions whatsoever; we deduct the costs we have actually incurred by then only on cancellation after that period has expired (Section 5.3). If the service was not performed or is defective, the procedure in Section 6 applies: first re-performance at our expense, alongside which we automatically credit goodwill credit to your account. You may ask for money straight away, instead of that, where the law gives it to you. In addition, we refund money in these two cases: where the service was not performed and cannot be carried out by another Service Provider either, and whenever, because of non-performance or a defect in the service, the law (in particular Articles 608–611 of the Croatian Civil Obligations Act (ZOO)) or mandatory consumer protection provisions entitle you to a price reduction, a refund or compensation for damage and you do not want goodwill credit on your account — described in Section 4 — in place of that money. Cancelling a subscription after the withdrawal period has expired is not such a case (Section 5.3). Nothing in this section limits or excludes rights you cannot waive under the law of your country of residence, nor any rights you have under the rules of your card scheme or payment service provider.

“Goodwill credit” is an amount we credit to your user account when something goes wrong with a service. We grant it as an apology alongside re-performance (Section 6) and as a gesture of goodwill. You pay us nothing for it. Goodwill credit is not the same thing as “Care credits”: they are two different things with different rules. In the app the two balances carry those same names: “Care credits” on the grave card and “Goodwill credit” on your account. “Care credits” are money that you or your loved ones pay in for a particular grave. A price has been paid for them, so they are not paid out in money, and they have their own rules: each individual payment is valid for 12 months from the day it was made, they are used up in order, starting with the oldest payment, and they are used by the grave owner for the care of that grave. You can see the balance and the expiry date of each payment in the app on the grave card, and 60 and 14 days before expiry we alert you in the app and by e-mail. The period for goodwill credit under this Section and the period for “Care credits” are two different periods: this Section governs goodwill credit only and does not change the rules for “Care credits”. Goodwill credit never reduces your statutory rights: you receive it in addition to them. There is only one case in which goodwill credit stands in place of money: if you expressly accept it in place of money to which you are entitled by law. In the remainder of this policy we call that “goodwill credit in place of money”. Even then you remain protected — such credit does not expire and you can exchange it for a payment in money at any time. We tie the amount of the goodwill credit to the price of the visit the complaint concerns, so that you can check it: if the visit was carried out but part of the service is missing, the credit corresponds to the price of the missing part; if the visit was not carried out, the credit does not exceed the price of that visit, and instead of re-performance and credit you can always take the full price of that visit back in money (Section 6, third step). We state the amount and the expiry date in the notice by which we grant you the credit. We base our assessment on the Proof of Care documentation (before-and-after photographs and the GPS check-in) and on your complaint; that assessment does not exclude your right to prove the defect by other means, nor your statutory rights. The following applies to goodwill credit on your account:

• You can use goodwill credit for future one-off orders on the Platform and for subscription renewals. You do not have to enter it anywhere: we apply it automatically to your next invoice — a one-off order or a subscription renewal — and show it on that invoice. You can see the balance and the expiry date in the app under Profile → Account → Goodwill credit
• Goodwill credit is not transferable to other persons
• Goodwill credit granted as a gesture of goodwill or as an apology alongside re-performance is valid for 12 months from the date granted and is not paid out in money. Those 12 months are part of the benefit itself: the credit is given for 12 months from the outset. That is not a time limit for your statutory rights and does not affect them. You have paid us nothing for the credit, so its expiry costs you no amount you have paid us. We state the exact expiry date in the notice by which we grant you the credit, it is visible next to the balance in your account, and no later than 30 days before it expires we remind you in the app and by e-mail. That notice always states which kind of credit is involved. Goodwill credit in place of money arises only if you expressly accept it with the “I accept goodwill credit in place of money” button; until you have done so, you may claim the money to which you are entitled by law at any time, and the credit takes nothing away from you in the meantime. The 12-month period applies only to goodwill credit granted on or after the effective date of this policy; an amount credited to your account before that day does not expire for as long as your account is active, as was provided in the Refund Policy in force until then
• Goodwill credit in place of money does not expire: the 12-month period does not apply to it. You can exchange it for a payment in money at any time — your request is enough. We make the payment using the same means of payment you used or, if that is no longer possible, to an account you give us, no later than 14 days from your request
• If you close your account yourself, unused goodwill credit lapses; we alert you to this when you close the account, so that you can use it beforehand. Goodwill credit in place of money is paid out to you in money on request even after the account has been closed. If we terminate your account, we pay out goodwill credit in place of money in money even without a request, and you can use any other goodwill credit up to the day of termination (Section 12 of the Terms of Service)

Goodwill credit is not imposed in place of what the law guarantees you in money. If, because of non-performance or a defect in the service, the law (in particular Articles 608–611 of the Croatian Civil Obligations Act (ZOO)) or mandatory consumer protection provisions entitle you to a refund, a price reduction or compensation for damage, we pay that amount to you in money if you do not want goodwill credit. You accept goodwill credit in place of money only by your own choice, and even after you have accepted it you may request a payment in money at any time. The 12-month period applies only to goodwill credit granted as a gesture of goodwill or as an apology alongside re-performance and does not affect your statutory rights or the time limits within which you exercise them. Goodwill credit as a gesture of goodwill, beyond your statutory rights, is granted at our discretion. Whether the service was performed in accordance with the contract and whether you have a statutory entitlement is not finally decided by Oaza Mira; you may have this reviewed by the alternative dispute resolution bodies for consumer disputes listed in Section 14 of the Terms of Service or by a court. Amounts paid in advance are not goodwill credit: they are “Care credits”, which you or your loved ones pay in for a particular grave, and in future also gift vouchers (gift cards). A price has been paid for them. “Care credits” are not paid out in money, and each individual payment is valid for 12 months from the day it was made and is used up in order, starting with the oldest; those rules are separate from the period for goodwill credit and are described in Section 4. We do not yet issue gift vouchers; when we introduce them, we will publish their terms before they go on sale. Goodwill credit is neither money nor a means of payment outside the Platform; VAT is charged only on the invoice for the visit or renewal to which the credit is applied, and that invoice is issued in the usual way, showing the amount settled by the credit. The amount for an already invoiced visit that was not carried out is refunded to you in money, not as goodwill credit; with the refund you also receive a correction (reversal) of the original invoice for that part. If, by your own choice, you would rather take that amount as goodwill credit, it is goodwill credit in place of money: it does not expire and you can exchange it for a payment in money at any time.

5.1 General — If you are a consumer habitually resident in the European Union (including Croatia), you have the right to withdraw from the contract within 14 days of its conclusion (that is, from the day the order is paid or the first subscription payment is made) without giving any reason (Article 79 of the Croatian Consumer Protection Act (ZZP); Article 9 of Directive 2011/83/EU). If you gave the consent described in Section 5.2, we forward the order immediately to independent Service Providers for performance; without that consent, performance begins only after the withdrawal period has expired. Assignment of the order to a Service Provider and its acceptance do not remove your right of withdrawal. The right of withdrawal ends on expiry of 14 days from the conclusion of the contract. For a one-off order it may end earlier — at the moment the visit has been fully carried out and documented with Proof of Care photographs and the GPS check-in — but only if, when ordering, you gave the express consent described in Section 5.2 (Article 86(1)(1) of the Croatian Consumer Protection Act (ZZP)); without that consent the right lasts the full 14 days and does not end when the visit is carried out. On automatic renewal of a subscription no new contract is concluded, so no new 14-day period runs. We therefore notify you of the upcoming renewal and of the amount to be charged by e-mail and in the app: for yearly and quarterly subscriptions at least 30 days before renewal, and for monthly subscriptions at the start of the billing period that is renewing. If the amount for the next period changes, that is expressly stated in that notice. You may cancel the subscription at any time before renewal, at no cost, and the price you have paid applies until the end of the paid period (Section 5.3). If, before the contract was concluded, we did not inform you of the conditions, time limits and procedure for withdrawal and of the withdrawal form and function, the withdrawal period is extended in accordance with Article 80 of the Croatian Consumer Protection Act (ZZP) (by at most one year).

5.2 Express consent to grave care beginning before the withdrawal period expires — Before payment, you may confirm, by a separate checkbox that is not pre-ticked: “I request that grave care begin immediately. I confirm that once the service has been fully performed I lose my right to withdraw from the contract and that no refund is given for visits already carried out (including fresh flowers).” That consent is your express request under Article 77 of the Croatian Consumer Protection Act (ZZP) (Article 16(a) of Directive 2011/83/EU) and has two consequences: (1) once the service has been fully performed, the right of withdrawal ends (Article 86(1)(1)), and (2) if you withdraw from the contract before full performance, you pay a proportionate share of the price for visits already carried out (Article 84(8)). Above the checkbox we show you the information on the conditions, time limits and procedure for withdrawal, on the withdrawal form and function, on the obligation to pay a proportionate share of the price and on the ending of the right of withdrawal (Article 60(1)(9), (10), (12) and (13) of the Croatian Consumer Protection Act (ZZP)); you also receive that information and the text of the consent in the order confirmation by e-mail (Article 76). We store the consent with the order together with the date, time and version of the text. If you do not give the consent, we do not begin grave care before the withdrawal period expires; if the service were nevertheless performed without your consent, the right of withdrawal lasts the full 14 days and, if you exercise it, you owe nothing for what was carried out within that period and we refund the full amount paid (Article 84(9)). If you requested a visit on a specific date within the withdrawal period (e.g. for an anniversary), that date can be kept only with that consent; without it, we schedule the first visit after the period has expired, and we show you the earliest possible date of the first visit before payment.

5.3 Subscriptions and one-off orders — In short: after the 14-day withdrawal period has expired (Section 5.1), a subscription can only be cancelled for future periods, with no refund for a period already paid. A one-off order can be cancelled for as long as the Service Provider has not accepted it; once it has been accepted, cancellation is no longer possible. 5.3 a) Subscriptions. Subscriptions (monthly, quarterly and yearly) are paid in advance for the entire billing period and renew automatically until you cancel them. For a yearly subscription the billing period is 12 months and is paid in advance. You receive a discount compared with the price of one-off visits, the exact amount of which is shown when ordering. You also receive price certainty for 12 months: for a monthly subscription the price may change at each subsequent renewal, whereas for a yearly subscription it stays the same for a full 12 months ahead. We may change the price of a monthly or quarterly subscription only if we notify you of the new amount by e-mail and in the app and if you can cancel the subscription before renewal at no cost; the new price applies only from the first renewal that occurs at least 30 days after that notice. You receive that discount and that price certainty in return for committing to the full 12-month period. On automatic renewal of a subscription no new contract is concluded, so no new 14-day period runs. We therefore notify you of the upcoming renewal and of the amount to be charged by e-mail and in the app: for yearly and quarterly subscriptions at least 30 days before renewal, and for monthly subscriptions at the start of the billing period that is renewing. If the amount for the next period changes, that is expressly stated in that notice. You may cancel the subscription at any time in the app; cancellation means the subscription will not renew, and the care paid for continues until the end of the current billing period. If you cancel the subscription within 14 days of concluding the contract, the app offers you a choice between “Withdraw from contract (refund)” and “Non-renewal only”. If you choose “Withdraw from contract (refund)”, we treat this as a withdrawal statement (Section 5.1) and refund the amount due to you. If you choose “Non-renewal only”, the subscription does not renew, the care paid for continues until the end of the paid period, and no money is refunded. If you do not make a choice, we treat a cancellation within that period as a withdrawal statement. After that period has expired, we grant neither a refund nor goodwill credit for the current billing period on cancellation; yearly and quarterly subscriptions cannot be paused or shortened, and pausing is possible only for a monthly subscription. An individual visit in a care plan cannot be cancelled separately — you cancel the whole plan, under Profile → Manage subscription → Cancel plan. 5.3 b) One-off orders. A one-off order can be cancelled in the app for as long as the Service Provider has not accepted it. In the app you can see next to every order whether it is still awaiting acceptance or has already been accepted by a Service Provider. If you cancel the order within 14 days of concluding the contract, we treat this as a withdrawal statement and refund the full amount paid, with no deductions — except for visits carried out and documented by then, if you gave the consent described in Section 5.2. If you cancel it after that period has expired but before acceptance, we refund the amount paid less the costs we have actually incurred by then; if there were no such costs, we refund the full amount. From the moment the Service Provider accepts the order, cancellation is no longer possible. We state the reason openly, so that you know in advance where you stand: by accepting the order the Service Provider reserves the slot for the requested date and does not offer it to anyone else until performance, and as the date approaches they plan and purchase fresh flowers and candles for that date and we schedule our team’s work for that day. Within the 14-day period your statutory right of withdrawal remains unaffected and always takes precedence (Sections 5.1 and 5.2); acceptance of the order does not remove that right. We show you the earliest possible date of the first visit before payment. If no one accepts the order within 5 working days of payment — or, for an order with a requested date, at the latest 5 working days before that date — we contact you ourselves and offer you a new appointment or a refund; you do not have to chase us. Until it is accepted, you can cancel the order yourself in the app. The Croatian Civil Obligations Act (ZOO) otherwise allows the customer to terminate the contract whenever they wish while the service is not yet completed. Under a contract for work (Article 619), the customer then owes the Service Provider the agreed remuneration less the costs the Service Provider did not incur because of the termination and less the earnings the Service Provider made elsewhere in the meantime; only that saved portion would be refunded to the customer. Under a contract of mandate (Article 779), the customer owes a corresponding share of the remuneration for what has been done so far and compensation for damage if there were no justified reasons for revoking the mandate. Those rules apply only if nothing different has been agreed. Here we agree otherwise — both for a subscription and for an accepted one-off order — within the limits permitted by the Croatian Consumer Protection Act (ZZP) (Articles 53 and 54). If that provision proves unfair or void in your case, the statutory rules apply and the refund is calculated under them. 5.3 c) Where grave care becomes impossible. If grave care becomes permanently impossible for reasons beyond your control (e.g. exhumation, relocation of the remains or loss of the right to the grave plot), we refund the unperformed part to you in money, using the same means of payment, no later than within 14 days. If the Service Provider ceases to be available during the period and we do not arrange a replacement, Section 6 applies (including a refund in money for the unperformed part).

Withdrawal procedure and refund. If you are a consumer habitually resident in the European Union, the right of withdrawal under Section 5.1 is yours under Directive 2011/83/EU and the mandatory provisions of your country of residence; this policy does not reduce those rights. The 14-day period runs from the day the contract is concluded. On automatic renewal of a subscription no new contract is concluded, so no new 14-day period runs. We therefore notify you of the upcoming renewal and of the amount to be charged by e-mail and in the app: for yearly and quarterly subscriptions at least 30 days before renewal, and for monthly subscriptions at the start of the billing period that is renewing. If the amount for the next period changes, that is expressly stated in that notice. You may cancel the subscription at any time before renewal, at no cost, and the price you have paid applies until the end of the paid period (Section 5.3). You submit your withdrawal statement in the app using the “withdraw from contract” function, which is visible next to every order and subscription while the period is running (Article 81.a of the Croatian Consumer Protection Act (ZZP)). You enter your name, select the contract you are withdrawing from and the e-mail address for confirmation, and submit the statement with the “confirm withdrawal” button. Immediately afterwards you receive by e-mail an acknowledgement of receipt containing the content of the statement and the date and time of submission. You may also send the statement by e-mail to contact@oaza-mira.app or by post to the address in Section 10, in any unequivocal form, including the model withdrawal form, which we send you with the order confirmation and which is available in the app next to every order; it is sufficient that you send the statement before the period expires. Because grave care begins quickly with your consent (first visit as a rule within 3 working days, at the latest 5 working days from payment), when ordering you may, by a separate checkbox, expressly request that care begin immediately and confirm that once the service has been fully performed you lose your right of withdrawal (Article 77 of the Croatian Consumer Protection Act (ZZP); Article 16(a) of Directive 2011/83/EU; Section 5.2). If you gave that consent and withdraw from the contract within 14 days of its conclusion, but before full performance, you pay a proportionate share of the price for the visits already carried out by the time you informed us of your withdrawal (Article 84(8)). We refund the remainder in money, using the same means of payment, without undue delay and no later than 14 days from receipt of the statement (Article 83 of the Croatian Consumer Protection Act (ZZP); Article 13 of Directive 2011/83/EU). If you did not give the consent and you withdraw within the period, you owe nothing for what was carried out within the period and we refund the full amount paid (Article 84(9)). The same applies if, before you ordered, we did not give you the information under Article 60(1)(9), (10) and (12) of the Croatian Consumer Protection Act (ZZP). After the withdrawal period has expired (Section 5.1), Section 5.3 applies.

If you are dissatisfied with a service, submit a complaint in the app next to the visit concerned, by e-mail to contact@oaza-mira.app or by post to the address in Section 10, if possible within 48 hours of the Proof of Care documentation being published. We acknowledge receipt of the complaint without undue delay and reply in writing no later than 15 days from receipt (Article 10 of the Croatian Consumer Protection Act (ZZP)). We assess the complaint on the basis of the Proof of Care documentation (time-stamped before-and-after photographs and the Service Provider’s GPS check-in), your description and photographs and, where necessary, the Service Provider’s statement. If the complaint is justified, we resolve it in three steps. The first step is always re-performance. We repeat the visit or remedy the defect at our expense, within a reasonable time. If the Service Provider cannot do so, we redirect the visit to another Service Provider. If the cleaning was carried out but the flowers or the candle are missing, we make that up at the next visit. You receive the second step together with the first, automatically and without negotiation. Alongside re-performance we also credit goodwill credit to your account (Section 4). We tie its amount to the price of the visit the complaint concerns and state it in the notice granting it, together with the expiry date. You do not have to prove anything for it beyond the complaint itself. Goodwill credit comes in addition to your statutory rights and does not take their place. The third step is money, where the law gives it to you. These are, in particular, the following cases: a price reduction or a refund because of non-performance or a defect in the service (Articles 608–611 of the Croatian Civil Obligations Act (ZOO)); withdrawal from the contract within 14 days (Section 5); and the case where the visit was not carried out and cannot be carried out by another Service Provider either. In addition, money is due to you where grave care becomes permanently impossible (Section 5.3), where we terminate your account (Section 12 of the Terms of Service) and whenever the law or mandatory consumer protection provisions entitle you to a refund, a price reduction or compensation for damage (Article 608(2) and Article 610(5) of the Croatian Civil Obligations Act (ZOO)). You may ask for the third step straight away, instead of the first and the second: it is enough to tell us. We do not make it conditional on your accepting goodwill credit. We credit you the goodwill credit from the second step even where you choose the third step — by asking for money you do not lose it. We refund the money to you using the same means of payment, no later than within 14 days. If the first visit was not carried out either within 5 working days from the start of performance (from payment, or, without the consent described in Section 5.2, from the expiry of the withdrawal period) or within a reasonable additional period set by you or confirmed to you by us in writing, or a later agreed visit in the care plan was missed, we redirect the visit to another Service Provider and credit you goodwill credit for the delay. If, after the additional period has expired, you no longer wish to wait, you may terminate the contract in respect of the unperformed part; we refund that part to you in money (Article 362 of the Croatian Civil Obligations Act (ZOO)). You accept goodwill credit in place of money only by your own choice. If you have expressly accepted it in place of money to which you are entitled by law, that credit does not expire and you can exchange it for a payment in money at any time (Section 4). If you cancel a subscription at will after the withdrawal period has expired, we do not grant a refund for the current period: the Croatian Civil Obligations Act (ZOO) otherwise allows it, but we have agreed otherwise — how and why is set out in Section 5.3.

The 48-hour period is for reviewing the Proof of Care documentation. If you do not submit a complaint within 7 days of the documentation being published, the visit is deemed accepted for the purposes of payment to the Service Provider, whose share of the price is withheld until then. Even after that period expires you do not automatically lose the right to complain, but please report defects visible in the photographs or on ordinary inspection without delay, as soon as you notice them (Article 604 of the Croatian Civil Obligations Act (ZOO)); a defect that could not be noticed on ordinary inspection may be reported later — as soon as possible, and no later than one month from its discovery and within two years of acceptance of the completed visit (Article 605). Your statutory rights in respect of non-performance or defects in the service (Articles 604–611 of the Croatian Civil Obligations Act (ZOO)) and mandatory consumer protection provisions remain entirely unaffected. If you are not satisfied with our reply to your complaint, you may turn to the alternative dispute resolution bodies for consumer disputes listed in Section 14 of the Terms of Service or to the competent court.

All payments are securely processed by Stripe. OAZA MIRA LLC does not store credit card or bank details. If you have questions about payment processing, contact us at contact@oaza-mira.app.

Before initiating a chargeback or payment dispute with your bank or card issuer, please contact us via the complaint procedure (Section 6) — most cases are resolved faster that way. You do not thereby lose your right to a dispute with your bank or your rights under the rules of your card scheme or payment service provider. We may terminate an account because of a chargeback only where it is manifestly unfounded or fraudulent; in that case we reserve the right to pursue all available legal remedies. The other grounds for suspending or terminating an account are set out in Section 12 of the Terms of Service.

This Refund Policy is governed by the laws of the State of Florida, United States of America. All disputes are subject to the exclusive jurisdiction of the courts in Fort Lauderdale, Florida.

Exception for EU/Croatian consumers. If you are a consumer habitually resident in the European Union, the above choice of law cannot deprive you of the protection afforded to you by the mandatory consumer protection provisions of the country of your habitual residence (Art. 6 of Regulation (EC) No 593/2008 — “Rome I”). Notwithstanding the choice of the law of the State of Florida, you retain all non-waivable consumer rights under the law of your country of residence, and nothing in these Terms limits or excludes those rights. Furthermore, as a consumer resident in the EU, pursuant to Articles 17–19 of Regulation (EU) No 1215/2012 (“Brussels I bis”), you have the right to bring proceedings before the courts of your country of habitual residence and may be sued only before those courts. The above provision on the exclusive jurisdiction of the courts of Fort Lauderdale does not apply to the extent that it would conflict with those mandatory provisions.

At cemeteries without a Service Provider yet, you can order and pay right away. Oaza Mira holds the amount until acceptance. We look for a Service Provider for up to 14 days from payment. The service contract is only concluded when a Service Provider accepts the order. We tell you by e-mail, with the Service Provider's name, address and OIB. You can cancel free of charge until acceptance. If nobody accepts within 14 days, we automatically refund the full amount, including the delivery fee, to the same payment method. Oaza Mira keeps no fees.