1. Acceptance of Terms

By accessing or using the Oaza Mira platform (www.oaza-mira.app), operated by OAZA MIRA LLC (“we”, “us” or the “Platform”), you agree to these Terms of Service. If you do not agree, please do not use the Platform.

2. About the Platform

Oaza Mira is a digital intermediary platform that connects users (“Users”) with independent local service providers (“Service Providers”) for the maintenance of graves and monuments. The Platform facilitates the booking, communication, payment and quality-assurance processes between Users and Service Providers.

Important: OAZA MIRA LLC acts as an intermediary and does not itself perform the physical care services. They are performed by independent Service Providers, who are responsible for the quality and performance of their work. The Platform is liable to you for what it undertakes in Section 4 (information, collection of payment, withdrawal and refunds, handling of complaints), within the limits of Section 8.

3. User Accounts

To use the Platform you must open an account and provide accurate, complete information. You are responsible for keeping your access credentials confidential. You must be at least 18 years old to open an account. We may temporarily suspend access to your account or terminate the account only under the conditions set out in Section 12. You can delete your account at any time in the app (Profile › Account & security › Delete account). Deleting your account ends your subscriptions. We keep invoices and data on paid orders for as long as the law requires (Privacy Policy, section 7); we delete all other data.

4. Services and Booking

The Platform intermediates the ordering of grave and monument care services performed by independent Service Providers: cleaning of the grave and monument, placing fresh flowers, lighting candles, seasonal work and related care services — as a one-off visit or as a care plan with regular visits (monthly, quarterly or yearly). The scope of each package and the price are shown when ordering. The contract for the care service is concluded upon payment of the order. For you it is simple: you deal with us — Oaza Mira (OAZA MIRA LLC, address in Section 17 and in the imprint) — for all questions, complaints, withdrawals and refunds. Your contractual partner for performance is the vetted Service Provider who accepts the order; you can see their name, address and OIB (tax number) in the app next to the order or visit and on the invoice they issue to you for the service. When the contract is concluded, the Platform acts in the name and on behalf of the Service Provider as a trader within the meaning of Article 4(47) of the Croatian Consumer Protection Act (ZZP) and is directly responsible to you for pre-contractual information, collection of payment, the withdrawal and refund procedure (Section 7) and the handling of complaints (Section 6 of the Refund Policy); the obligations towards you are divided between the Service Provider and the Platform in that way (Article 61 of the Croatian Consumer Protection Act (ZZP)). You exercise all of those rights against the Platform, which performs them in the name and on behalf of the Service Provider.

If you gave consent to grave care beginning before the withdrawal period expires (Section 7.2), we offer the order, as a rule within 30 minutes of payment, to vetted Service Providers who cover the relevant cemetery; without that consent, we offer it immediately after that period has expired. Service Providers may accept or decline the order; if no one accepts it, we continue to offer it and inform you accordingly. 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. We offer care plans (subscriptions) for cemeteries for which we have a vetted Service Provider; if coverage for your cemetery is not yet in place, we inform you before payment and you may leave a request, and we will get back to you as soon as coverage is in place. If we are unable to assign the order to any Service Provider, Section 7 or Section 6 of the Refund Policy applies (redirection, goodwill credit or refund of the unperformed part).

Performance times: the first visit is carried out as a rule within 3 working days, and at the latest within 5 working days from the start of performance — from payment if you gave the consent described in Section 7.2, and otherwise from the expiry of the withdrawal period (a working day is Monday to Friday, excluding public holidays in the Republic of Croatia). Further visits in a care plan are carried out at the agreed intervals. Scheduled orders with a requested date are carried out on that date; a date within the withdrawal period is possible only with the consent described in Section 7.2. A one-off order can be cancelled in the app for as long as the Service Provider has not accepted it; once it has been accepted, cancellation is no longer possible (Section 5.3 of the Refund Policy). 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 (Section 7). Weather and conditions at the cemetery may exceptionally shift a visit; we inform you if so. If the visit has not been carried out either within that period or within a reasonable additional period set by you or confirmed to you by us in writing, the procedure in Section 6 of the Refund Policy applies.

5. Proof of Care

After each visit the Service Provider uploads time-stamped “before and after” photographs with GPS metadata and records a GPS check-in on arrival at the cemetery with documented location accuracy (“Proof of Care”). You can see the documentation in the app next to the visit and we notify you of it. If possible, please review it within 48 hours of publication and confirm the visit or submit a complaint. If you do not submit a complaint within 7 days of the documentation being published, the visit is deemed accepted and the withheld share of the price is paid to the Service Provider (tacit acceptance). Neither that period nor tacit acceptance affects your statutory rights in respect of defects in the service (Section 7 and Section 6 of the Refund Policy) or your mandatory consumer rights. The Proof of Care documentation also serves as evidence of performance in payment disputes.

6. Pricing and Payment

For its services the Platform charges the Service Provider a fee (commission) of up to 25% of the order value; it covers the operation of the Platform, customer acquisition, payment processing, quality assurance, dispute resolution and administrative infrastructure. That fee is not an additional cost to you: the price shown when ordering is final, includes VAT where applicable and equals the total amount on the Service Provider’s invoice, regardless of whether the Service Provider is registered for VAT.

All payments are securely processed via Stripe; the Platform does not store your card details. By submitting an order, you authorise the charge of the full order amount or of the first subscription billing period and, until you cancel the subscription, of the amount of each subsequent billing period on renewal; the amount is charged immediately when ordering or on renewal, not only after performance. The Platform receives the payment on behalf of the Service Provider and withholds the share of the price due to the Service Provider until the visit has been carried out, documented with Proof of Care documentation and accepted in accordance with Section 5. That share is paid to the Service Provider only for a visit that has been carried out and accepted; if the visit is not carried out, Section 6 of the Refund Policy applies. Invoices: the invoice for the care service is issued by the Service Provider who performed it. On the basis of the mandate given to us by the Service Provider, the Platform issues that invoice in the Service Provider’s name and on their behalf (Article 78(6) of the Croatian VAT Act) and delivers it to you in the app after each completed visit; for a subscription, the invoice bears a note that the amount has been settled by the prepaid subscription. VAT is charged according to the tax status of the Service Provider as the issuer of the invoice; if the Service Provider is not registered for VAT, this is stated on the invoice. For each payment — for a one-off order, the first subscription payment and each renewal — you receive a payment confirmation with the amount, date and order number; it serves as proof of payment, but is not an invoice. If an invoice has already been issued for the amount we refund to you, you also receive with the refund a reversal of the invoice or a credit note (invoice correction) referring to the original invoice; if no invoice had yet been issued, we refund the amount to you without further documents.

Care plans (subscriptions). The Platform offers care plans with regular visits as a subscription with a monthly, quarterly or yearly billing period. A subscription is paid in advance at the start of each billing period and renews automatically at the end of the period for an equal period, unless you cancel it before renewal. A yearly plan is contracted for a 12-month billing period that 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. Yearly and quarterly plans cannot be paused or shortened; pausing is possible only for a monthly plan. The 14-day withdrawal period (Section 7) runs from the conclusion of the contract, that is, from the first payment. 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.

Cancellation: You may cancel your subscription at any time directly in the app: Profile → Manage subscription → Cancel plan. Cancellation means the subscription will not renew; it takes effect at the end of the current billing period, and the agreed visits continue to be carried out until then. Cancellation does not give a right to a refund or goodwill credit for the current billing period already paid (for a yearly plan: 12 months), except within the statutory right to withdraw from the contract within 14 days under Section 7, in the cases of non-performance under Section 6 of the Refund Policy and where grave care becomes permanently impossible (Section 5.3 of the Refund Policy). 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 is 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, within the limits of Articles 53 and 54 of the Croatian Consumer Protection Act (ZZP). If that provision proves unfair in your case, the statutory rules apply. To withdraw within the 14-day period, use the “withdraw from contract” function (Section 7). If you choose cancellation within that period, the app offers you a choice between “Withdraw from contract (refund)” and “Non-renewal only”. If you choose “Withdraw from contract (refund)”, we refund the amount due to you. If you choose “Non-renewal only”, the plan does not renew, the agreed visits continue 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 (Article 81(1) of the Croatian Consumer Protection Act (ZZP)). For one-off orders, Section 4 of these Terms and Section 5.3 of the Refund Policy apply: an order can be cancelled for as long as the Service Provider has not accepted it, and once it has been accepted, cancellation is no longer possible. An individual visit in a care plan cannot be cancelled separately — you cancel the whole plan. This does not affect your consumer rights under Section 7 or your mandatory consumer rights.

Receipt and order confirmation. The grave-care service is provided by the Service Provider you chose, who is the seller and issues the receipt. Oaza Mira intermediates the conclusion of the contract and collects the price in the name and for the account of the Service Provider through the payment service provider Stripe. The order confirmation and the payment confirmation sent by Oaza Mira are not a receipt. The Service Provider's fiscalised receipt, issued in its name through the app, is delivered to you in the app and by e-mail after the service has been performed. For yearly plans, and if the service has not been performed by the VAT return deadline for the month of payment, you first receive an advance-payment receipt.

By way of exception, for orders at cemeteries without a Service Provider, the Service Provider becomes known, and the service contract is concluded, when the order is accepted. Until then, Oaza Mira holds the amount paid. If nobody accepts the order within 14 days of payment, the full amount is refunded automatically (Refund Policy, section 11).

7. Refunds and Cancellation

7.1 Right to withdraw from the contract within 14 days. If you are a consumer habitually resident in the European Union (including Croatia), you have the right, within 14 days of the conclusion of the contract — that is, from the day the order is paid or the first subscription payment is made — to withdraw from a distance contract without giving any reason (Article 79 of the Croatian Consumer Protection Act (ZZP), Official Gazette (NN) 19/22, 59/23, 59/26; Article 9 of Directive 2011/83/EU). 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 6). 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 17, 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. Everything you have paid, less the proportionate share of the price for visits already carried out under Section 7.2, is refunded without undue delay, no later than 14 days from receipt of the statement, using the same means of payment (Article 83). 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 period is extended in accordance with Article 80 (by at most one year). If you are a consumer habitually resident in another EU Member State, you are additionally entitled to the rights under the mandatory provisions of your country of residence.

7.2 Grave care beginning before the withdrawal period expires (Article 77 and Article 86(1)(1) of the Croatian Consumer Protection Act (ZZP); Article 16(a) of Directive 2011/83/EU). 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), before payment you may, by a separate checkbox that is not pre-ticked, expressly request that grave care begin immediately. With the same checkbox you confirm that once the service has been fully performed you lose your right to withdraw from the contract and that no refund is given for visits already carried out (including fresh flowers). Above the checkbox you receive the information under Article 60(1)(9), (10), (12) and (13) of the Croatian Consumer Protection Act (ZZP); we store the consent and the information with the order and send them to you in the order confirmation (Article 76). If, with that consent, you 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 and documented with Proof of Care documentation by the time you informed us of your withdrawal (including flowers and candles; Article 84(8)). We refund the remainder in money. For a one-off order, the right of withdrawal ends when the visit has, with that consent, been fully carried out and documented (Article 86(1)(1)); without consent, as with a care plan, it ends on expiry of 14 days from the conclusion of the contract. Without that consent we do not begin grave care before the withdrawal period expires; if the service were nevertheless performed without it and you withdraw from the contract 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). After the withdrawal period has expired (Section 7.1), withdrawal is no longer possible; for subscriptions, Section 6 applies, and for a one-off order that a Service Provider has accepted, Section 5.3 of the Refund Policy applies.

7.3 Services not performed or performed defectively. If a visit was not carried out within the period under Section 4 or was not carried out in accordance with the order, submit a complaint in accordance with Section 6 of the Refund Policy; we acknowledge receipt immediately and reply in writing no later than 15 days (Article 10 of the Croatian Consumer Protection Act (ZZP)). 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. You receive the second step together with the first, automatically and without negotiation: alongside re-performance we also credit goodwill credit to your account, the amount of which we tie to the price of the visit the complaint concerns and state when granting it (Section 4 of the Refund Policy). The third step is money, where the law gives it to you, in particular: 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 within 14 days (Section 7.1) 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 of the Refund Policy), where we terminate your account (Section 12) 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 request the third step straight away, instead of the first and the second; we refund the money to you using the same means of payment within 14 days. 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. If the first visit was not carried out either within the period under Section 4 or within an additional period set by you or confirmed to you by us in writing, or a later agreed visit 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 and 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; it does not expire and you can exchange it for a payment in money at any time (Section 4 of the Refund Policy). For cancelling a subscription at will (Section 6) we do not grant a refund; the law otherwise allows it, but we have agreed otherwise, within the limits of Articles 53 and 54 of the Croatian Consumer Protection Act (ZZP). This provision does not affect your non-waivable statutory consumer rights. Full details are in the Refund Policy.

8. Role and Liability of the Platform

OAZA MIRA LLC is a digital intermediary that concludes the contract in the name and on behalf of the Service Provider (Section 4). No employment or partnership relationship exists between the Platform and the Service Providers. The Platform is not liable for the acts, omissions or conduct of Service Providers beyond the obligations it has expressly undertaken in Sections 4 and 7 of these Terms and in Section 6 of the Refund Policy. Communication about your order runs through Oaza Mira; the Service Provider contacts you directly only if that is necessary to carry out the order.

Nothing in this section excludes or limits our liability to the extent that such exclusion or limitation is not permitted by the mandatory consumer protection law of the country in which the consumer is habitually resident (including liability for death or personal injury caused by negligence and for intent or gross negligence).

Seller of the service. The service contract is concluded directly between you and the Service Provider. The Service Provider is the seller and the party obliged to fiscalise; the receipt you receive is issued in their name and for their account.

Complaints. Complaints about the performed service are resolved with the Service Provider; Oaza Mira supports the process (filing the complaint in the app, mediation, withholding the Service Provider's payout while the complaint is open). This is without prejudice to your rights under section 7.

9. User Obligations

Provide accurate and truthful information
Use the Platform only for its intended purpose
Not attempt to circumvent the Platform in order to engage Service Providers directly
Not upload any harmful, unlawful or inappropriate content
Comply with all applicable laws and regulations
Not to post offensive, defamatory, discriminatory, violent, pornographic or otherwise objectionable content, or content that dishonours the memory of the deceased; we have zero tolerance for such content and for users who post it
To post photos and texts only if you hold the rights to them and, where they show other people, with those people's consent

You can report content you consider objectionable in the app and block its author; a blocked author is no longer shown to you. We review reports within 24 hours on working days; reports received at weekends or on public holidays are reviewed on the next working day. We remove objectionable content and may suspend or exclude the user who posted it (section 12). An automatic filter prevents certain objectionable terms and data such as phone numbers from being posted.

10. Intellectual Property

All content on the Platform, including text, graphics, logos and software, is owned by OAZA MIRA LLC. By uploading content (including photographs), you grant us a non-exclusive, worldwide, royalty-free licence to use, display and distribute such content in connection with the operation of the Platform.

11. Privacy

Your use of the Platform is subject to our Privacy Policy, which describes how we collect, use and protect your personal data.

12. Termination

We may terminate your access to the Platform for good cause — in particular for misuse of the Platform, fraud, non-payment or unlawful use — or without giving a reason, on 30 days’ notice. Where there is good cause, termination may take effect immediately, and in that case we state the reason to you. We may also temporarily suspend your access while we investigate such a cause; a suspension lasts no longer than is necessary, and we carry out the agreed visits falling within that period — if not at the scheduled time, then as soon as the suspension ends. Amounts paid for services not yet performed — including the unperformed part of a prepaid subscription — are refunded to you in money, using the same means of payment, within 14 days of termination. That applies in every case of termination, including where it occurred because of your material breach of these Terms; this does not affect our right to claim compensation for damage separately. We deal with unused goodwill credit in accordance with Section 4 of the Refund Policy: goodwill credit in place of money is paid out to you in money even without a request, and you can use any other goodwill credit up to the day of termination. After termination your right to use the Platform ceases. This does not affect your non-waivable statutory consumer rights.

13. Governing Law and Jurisdiction

These Terms of Service and your use of the Platform are governed by the laws of the State of Florida, United States of America.

If you are a consumer habitually resident in the European Union, this choice of law does not deprive you of the protection of the mandatory laws of your country of habitual residence (Article 6 of Regulation (EC) No 593/2008, "Rome I"). You may also bring proceedings against Oaza Mira before the courts of the country where you are domiciled, and Oaza Mira may bring proceedings against you only before the courts of that country (Article 18 of Regulation (EU) No 1215/2012, "Brussels I bis").

You conclude the grave care service contract with a service provider established in the Republic of Croatia, and the service is performed in Croatia; that contract is governed by Croatian law. For disputes between Oaza Mira and users who are not consumers, the competent court in Fort Lauderdale, Florida, has exclusive jurisdiction. For caretakers, governing law and jurisdiction are set out in the Cooperation and Commission Agreement; in case of any difference, that agreement prevails.

14. Dispute Resolution

Before initiating legal proceedings, you agree to first contact us at contact [at] oaza-mira.app and attempt to resolve the dispute informally. If the dispute cannot be resolved within 30 days, either party may initiate legal proceedings in accordance with Section 13.

For consumers habitually resident in the European Union, alternative dispute resolution (ADR) before the competent national bodies is also available. For consumers in Croatia these include, among others, the Mediation Centre and Court of Honour at the Croatian Chamber of Economy (Rooseveltov trg 2, 10000 Zagreb, www.hgk.hr) and the Mediation Centre and Court of Honour at the Croatian Chamber of Trades and Crafts (www.hok.hr). This provision does not affect the consumer’s right to refer the matter to the competent court or consumer protection authority in their country of residence.

15. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

16. Changes to the Terms

We reserve the right to amend these Terms at any time. Changes will be published on the Platform with an updated effective date. Continued use of the Platform after the changes constitutes acceptance of the amended Terms. Changes that would worsen your position do not apply to a billing period already paid. We notify you of material changes by e-mail at least 30 days before they take effect; if you do not agree with them, you may cancel your subscription free of charge until that day.

17. Contact

Email: contact@oaza-mira.app · Postal address (written complaints and withdrawal statements): OAZA MIRA LLC, 261 North University Drive, Suite 500, Plantation, FL 33324, USA · Website: www.oaza-mira.app