Terms & Conditions

These conditions regulate the business relationship between Pollak dizajn d.o.o., Pohorska 20, 10 090 Zagreb,
OIB: 84659891443, represented by director Marko Pollak, who is the publisher of the online store Pollak flowers (hereinafter Pollak flowers) and the customer. By using the Pollak flowers online store, it is considered that you are familiar with and agree to the terms of use.

General provisions

Pollak dizajn d.o.o., Pohorska 20, 10 090 Zagreb, OIB: 84659891443 is the publisher of the online store Pollak flowers.
The customer is the person who ordered and paid for the products.
The recipient is the person specified by the client when placing the order, and the client can also be the recipient.
All items on the Pollak flowers online store are considered products.
The invoice is issued in the name of the customer or his company and is delivered via e-mail unless otherwise stated.

Prices

Value added tax (VAT) is included in all prices listed on the Pollak flowers online store.

Products

Pollak flowers strives to deliver a completely equal product. As the purchase of flowers depends on the season, there is a possibility that the delivered decoration may differ from the decoration in the picture. Flowers unavailable at the time of the order will be replaced with similar ones of the same quality in the ordered value.

Order

For the sake of accurate and high-quality delivery, we only accept orders a day earlier. Orders received on Friday will be delivered on Monday or the first following working day (if Monday is a holiday) between 9 a.m. and 4 p.m., unless otherwise agreed. PLEASE PLACE ORDERS ONLY DURING OUR WORKING HOURS SO THAT WE CAN ORDER FLOWERS, MAKE THE ORDER AND DELIVER THE PRODUCT ON TIME. We are not responsible for orders placed outside of our working hours, which are specified on our website, and which are not delivered at the client’s desired time. Orders will be delivered in the first possible free delivery time, the same or the next day at the latest. The order is valid from the moment the payment is received. After the order, the customer will receive a confirmation by email with all the specified information, as well as the payment information. For the paid amount of an order that was ordered outside the branch’s working hours and which could not be delivered at the requested time or day (the working hours are listed on the website www.pollakcvijece.com), it is not possible to get a refund, but a gift voucher in the amount paid.
It is possible to change the order within an hour, during our working hours via e-mail or phone. Changing the order means changing the text in the message to the recipient, changing the recipient’s data, address, etc. The client must pay attention to the correctness when filling out the order form, especially the name, surname and address of the recipient. We are not responsible for unsuccessful deliveries due to incomplete or incorrect data
The customer must be sure that the recipient will be at the place designated for delivery at the desired/specified delivery time, because otherwise the product is left in front of the door, at a neighbor’s house, etc. (except when the delivery needs to be announced).

Cancellation

The Consumer Protection Act regulates order cancellation.
It is possible to cancel the order before it has been delivered, i.e. before the product (bouquet, arrangement, etc.) has been made and the flowers have been ordered, which is the day before the order is delivered.  The request for cancellation of the order must be sent by the customer in writing, by e-mail to the address pollakcvijece@pollakcvijece.com, no later than one day before the delivery of the order.

Product delivery

Pollak flowers delivers the product/s to the recipient at the agreed time via city courier service. We announce orders to the city delivery service one day in advance, so we ask that you also place orders a day earlier during our working hours so that the delivery can be made on time. Please note that orders may be early or late +/- 1 hour due to various road conditions or other problems for which we are not responsible. We are not responsible for delays, torn or damaged products or anything else that happens during delivery after we have delivered the product to the delivery person.

Dostavu vršimo nakon potvrde plaćanja.
Delivery is made from Monday to Friday from 9:00 a.m. to 4:00 p.m.
We deliver to home addresses in the area of ​​Zagreb, Sesvet, Sesvetski Kraljevac and Lučko.
The delivery price is not included in the price and amounts to:

Zagreb (Centar – Buzin – Novi Zagreb – Dubrava – Jankomir) €10.00 (HRK 75.00)
Holy Sunday, Sesvete, Sesvetski Kraljevec, Lučko €15.00 (98.00 HRK)

In addition to the recipient, any other person at the recipient’s address can pick up the flowers, if they wish.
Delivery to hospitals, offices and hotels is possible, but with relevant information, full name, address, room number, department name or number, working hours.
If it is not possible to reach the recipient, the flowers are handed over to an official person or to a person at the specified address (e.g. in a hospital, a nurse, a hotel receptionist, family members, etc.).
Delivery is considered completed at the moment when the recipient, the person at that address or an official person takes over the delivered product or if all the conditions from the article are met (Non-executed delivery”

Unfulfilled delivery

Delivery is not possible under the following conditions: the recipient rejects the shipment, incorrect information about the recipient, the recipient is not at the address, force majeure.
If we cannot fulfill the delivery for any reason, we will contact the customer and agree on further steps. If none of the contacts (orderer – recipient) answers and there is no possibility to leave the product in front of the door (locked building, yard, entrance or anything else that would make it impossible to leave the product safely), and the delivery service is unable to contact them, we return the order to the branch.  If the customer or recipient calls back after the order / product has been returned to the branch, the order must be picked up in person, or paid for and arranged for another delivery with a new first free time and delivery date.

We keep flowers 24 hours after a failed delivery. During this period, it is necessary for the ordering party or recipient to declare the method of collection of the order. After that, we dispose of it in the waste, and we consider the delivery completed.

Complaints

If for any reason you are dissatisfied with our service or product, please contact us to resolve the problem to our mutual satisfaction. In the event of a product complaint, act in accordance with the provisions of the Law on Obligatory Relations Pursuant to Art. 10 of the Law on Consumer Protection, the online store Pollak flowers allows you to send your written complaints related to online shopping to the e-mail address pollakcvijece@pollakcvijece.com.

Unilateral termination of the contract

Pursuant to Article 79 of the Law on Consumer Protection, the customer does not have the right to unilaterally terminate the contract (return the goods) within 14 days.
The consumer does not have the right to unilaterally terminate the contract from this section if:
1. the service contract was fully fulfilled by the trader, and fulfillment began with the express prior consent of the consumer and with his confirmation that he is aware of the fact that he will lose the right to unilaterally terminate the contract from this section if the service is fully fulfilled
3. the subject of the contract is goods that are made according to the consumer’s specifications or that are clearly adapted to the consumer
4. the subject of the contract is easily perishable goods or goods that quickly expire
6. the subject of the contract is goods which, due to their nature, are inseparably mixed with other things after delivery
For details, contact us by e-mail at pollakcvijece@pollakcvijece.com.

Copyright

Publishing, copying, linking, distribution, commercial exploitation of downloaded material (texts, images, logo, etc.) or any other modification of this website without the express written permission of Pollak dizajn d.o.o. is strictly prohibited. . Violation of this prohibition results in the violation of intellectual property rights and may lead to the initiation of several types of legal proceedings.

Security of payment by credit / debit cards

Pollak flowers does not store credit / debit card numbers, and other information is not accessible to unauthorized persons. All transactions will be carried out in Croatian currency. The amount charged on your credit / debit card is converted to your / local currency according to your card issuer’s exchange rate. The entry and transfer of personal data and credit card number data is protected by the highest security standards provided by the T-Com PayWay system for online authorization of credit cards in accordance with the requirements of cardholders and cardholder brands and the PCI DSS standard. Authorization and billing of credit cards is done using the T-Com PayWay system for card authorization and billing in real time.

Collection, processing and security of personal data (Protection and collection of personal information)

Pollak design d.o.o. (Pollak Flowers) undertakes, in accordance with the Personal Data Protection Act (GDPR), to protect the personal data of customers, so that it collects only the necessary, basic data about customers that is necessary for the fulfillment of the contract. Pollak design d.o.o. does not send promotional, unsolicited, etc. e-mails, except those related to the order, nor does it collect records of addresses for sending them. All employees of Pollak dizajn d.o.o. and business partners are responsible for respecting the principles of privacy protection.

Data processing manager

Pollak dizajn d.o.o., Pohorska 20, 10 090 Zagreb is the manager of personal data processing of the Pollak flowers online store and branch office. The privacy policy applies to all user personal data that we collect and process, directly or through our partners. Personal data is any data relating to a natural person whose identity has been determined or can be determined, directly or indirectly. Data processing is any action performed on personal data, such as collection, storage, use, inspection and transfer of personal data. This Policy does not apply to anonymous data. Anonymous data is data that cannot be linked to a specific natural person.

What type of personal data we collect

We collect the following data for business purposes (contract fulfillment):

Name and surname of the customer
Orderer’s address (street, house number, city, country)
Email address of the customer
Phone number of the customer
Name and surname of recipient
Delivery address (street, house number, city)
Recipient’s phone number (preferably for easier organization of delivery)

For what purpose is the data used:
The collected data is used for the execution of the contract, i.e. for the delivery of the ordered product, issuing invoices and contacting the recipient or customer, and related to the execution of the contract, i.e. the delivery of flowers, if necessary. We do not use the data for other purposes, i.e. we do not send newsletters, we do not process data for any other purpose, nor do we transfer them to a third party for processing, except for partners for the execution of contracts, i.e. delivery of flowers, and through services (email and hosting services) that we use only for the purpose of executing the contract, i.e. delivery of flowers.

Your personal data may be transferred to the following entities:
delivery services (recipient data)
flower shop partner (recipient data)
Processing of personal data in the process of payment by credit and debit cards

For credit/debit card processing, we use Hrvatski Telekom’s PayWay service, which uses encryption to protect data when processing credit cards.

Exceptional disclosure of personal data
In case of legal provisions or when we are requested to do so by an authorized body of the Republic of Croatia (police, court, inspection, etc.), the data will be transferred to the requester.

Where personal data is stored

Personal data is stored in the form of electronic mail on the servers we use, and access to it is protected by a password and encryption. Also, as a precautionary measure, the data is also stored on the server in the form of a log file (in case the e-mail system has operational difficulties).
We use G Suite for email services.
For the purpose of issuing invoices, data (of the customer) is stored

Security measures for the protection of personal data

In order to ensure data security, we only use verified services in our business.
For email, we use G Suite, which uses state-of-the-art protections such as 2 step verification, security key enforcement, suspicious login monitoring, data loss prevention, enhanced email security, etc. and is GDPR compliant.
More information at https://privacy.google.com/businesses/compliance/
We use WooCommerce, which is GDPR compliant and uses the https protocol (SSL), to send automatic e-mails created in the order process (e-mail orders). More information at https://woocommerce.com/2017/12/gdpr-compliance-woocommerce/#
For payment with credit / debit cards, we use Hrvatski Telekom’s PayWay, which meets the PCI DSS security standard of the highest category. More information at https://www.hrvatskitelekom.hr/poslovni/ict/payway.
Also, all communication between the user and the online store takes place via the https (secure) protocol and is protected by SSL/TLS encryption.

The period in which personal data will be stored and the legitimate interest of data storage

Data in log records on the server are automatically deleted 45 days after creation.
Data on orders sent to our e-mail server are stored indefinitely, and for a minimum of 11 years according to the accounting law, according to which data on all documentation on the basis of which financial accounting was entered must be stored for 11 years. There is a legitimate interest in data storage even after the specified legal period of 11 years, which is that customers, based on data from earlier orders, can more simply, without filling out forms and going through the process, make a new order for delivery based on the data from the earlier order, as well as the use of payment information and the payment link within previously made orders, and in order to connect these payments and orders with the delivery information (which customers do, this decision comes from practice). The customer has the right, after the expiry of the legal term for data storage, to exercise his right to be forgotten (according to the instructions below), but then he will not be able to use the above advantages.
Data sent to postmarkapp.com is kept for 45 days after sending (on their servers), after which it is deleted, and bounce emails (those that are not delivered – e.g. wrong email address) are kept for one year. The data required to create the invoice (customer data) is stored as much as the order data, within the Synesis application, which is used to create the invoices (and is stored locally).

Access and modification of data

The data you entered are not in the central database, but an electronic mail (e-mail) is generated during the order process with the data you entered in the order process, and it is delivered to you at the email address you specified in the order process, so you have data access. They were also sent to us on the e-mail server we use. As we do not store data except via e-mail (we do not use a central database), it is not possible to change it, and if it is necessary to update data related to the order, it is possible to send it to us as a response to e-mail orders or to our contact e-mail pollakcvijece@pollakcvijece .com.

The right to forget the user’s personal data

The user has the right to request the deletion of personal data at any time, after the expiration of the legal term for data storage. This can be done by sending a request to the e-mail address pollakcvijece@pollakcvijece.com and the data will be deleted, unless there is another legal obligation to keep data, a legitimate interest, and a basis for exercising legal rights that prevents it.
We are able to process the request for deletion of data if it is sent from the e-mail address from which the order was made, with the first and last name, and contact telephone number of the person sending the request, and in order to protect users from the misuse of your personal data (e.g. impersonation ).

Cookies

Pollak flowers uses cookies (eng. cookie – a small text file/file generated by a web server and saved on the user’s computer by the internet browser) to ensure the functionality of the online store and to monitor site visits (for which it uses Google Analytics – Google alalytics privacy) . The user of the Pollak flowers online store can regulate the receipt of cookies through the settings in the internet browser. Pollak flowers excludes any responsibility for the loss of functionality of the service when the user regulates (disables) the acceptance of cookies differently.

Dispute resolution

According to European Union regulations, disputes related to online purchases can be resolved through the ODR platform, which you can access via the link http://ec.europa.eu/consumers/odr/.
The platform can be used by consumers and merchants.
The court in Zagreb is competent for legal disputes that may arise related to the use of the Pollak cvijene online store.

Final provisions

Pollak flowers reserves the right to cancel or change the terms of these terms of business at any time, so we advise you to check the terms before you intend to use the online store. Pollak flowers is not responsible for the impossibility of using the services of the online store caused by force majeure, nor for damage caused by circumstances that are considered force majeure.

How to order

Read the instructions and follow them in the ordering process. The ordering process is simple and does not require registration, and Pollak flowers does not store order/card information.

1. Choose one or more products from our categories.

2. Within the page, you will be able to choose the size of the product, if the product is available in more than one size. After you have selected the size of the product, by clicking on the “ADD TO CART” button, the product is added to the cart, which is also visible in the upper right corner (at the top of the page in mobile view), Multiple clicks on the “add to cart” button add the same product to the basket more than once, i.e. the quantity of the same product increases. If you want to add another product to the cart, repeat the process.

3. Once the products you want to order are in the cart, click on “View Cart” in the upper right corner (at the top of the page in mobile view). You will be shown the contents of your basket, i.e. the list of products in the basket. If the basket contains the products you want to order, in the lower left corner, choose between the options “personal collection at the branch” or choose delivery for the desired area (Zagreb, Sesvete, Sesvetski Kraljevec or Lučko). When you have marked the desired one, click on the “ORDER / PAYMENT” button. If you want to remove a product, click on the “X” icon next to the product you want to remove.

4. After clicking on the “ORDER / PAYMENT” button, the order form will be displayed. Fill out the form with the necessary information. Fields marked with * are mandatory fields and must be filled in order to successfully place an order. Some of the fields are not mandatory, but we suggest that you fill out the form in as much detail as possible in order to have as much information as possible for delivery.
* If you want the invoice to refer to a legal entity (company / trade / activity), it is necessary to enter the Name, Address and OIB of the business entity in the note.
* For the payment method, it is possible to choose a credit / debit card or internet banking / general payment slip.
* In the notes field, enter additional information for delivery (name of company, department, special instructions, second last name on the door – tenants, desired date and time of delivery, message, etc.), if they exist.
* Delivery hours are from Monday to Friday from 9:00 a.m. to 4:00 p.m.

5. In the last step, depending on the chosen payment method, you are redirected to the pages where payment by credit card is guaranteed, or you are shown (and sent by email) information for payment by internet banking / general money order.
* Pollak flowers does not store credit/debit card numbers, payment takes place on T-Com PayWay pages for safe online shopping, and other information is not available to unauthorized persons. PayWay guarantees security when paying with cards online. When paying with credit / debit cards, you can use Premium Visa, MasterCard, Visa and Diners credit cards or Visa and Maestro debit cards (current account cards).
* If an additional window / form opens during the payment process and requires some form of payment verification (password, pin, date of birth, etc.), then it is an additional protection of your bank / cardholder for online payments and without this step it is not possible to complete transaction.
* When paying by credit / debit card, the order email is not a confirmation of payment. After successful payment, you will receive an additional email from PayWay as
confirmation of a successful transaction.
* When purchasing, the amount of the order is pre-authorized, and the payment is made only after the delivery has been made. If we are unable to deliver the product, the pre-authorization will be cancelled, i.e. the amount will not be charged to you, of which you will be informed (The impossibility of delivery does not refer to delivery, but to the availability of the product at a specific location).
* The information for payment by internet banking is the same as the information for payment by general payment slip.

* You can pay with a general money order at any bank branch, post office or FINA branch.
* If you pay by internet banking / general money order, please send the payment confirmation (pdf, scan or photo) to our email (we recommend as a response to the order email you received).
* When paying by internet banking / general money order, it is important that you correctly enter the “reference to the approval number” in order to link your payment to the order.
* If we are unable to deliver the product, we will issue a refund, which you will be informed about. If you pay from a foreign account to our Croatian account, we additionally charge an amount of 7 euros, which covers the costs of the bank’s commission.

6. After you have placed the order and made the payment, we will reply to the order email (after we check the order) that the order has been received. If we notice irregularities, defects or illogicalities in the order, we will contact you at the specified (your) email address or by phone. After we make the delivery, we will notify you about it at the email you provided.
If even after these instructions you have questions related to the order process, please contact us via email or phone.