General business terms

According to the Law on Consumer Protection (Official Gazette of RS 62/2014,
6/2016 – other law and 44/2018 – other law), the company COMEMORIAL DOO NOVI SAD, Novi Sad, Narodnog fronta 10, informs its consumers via the website www.comemorial.com :

– that the basic features of the services can be found on the website
www.comemorial.com . All packages contain a memorial page with data about the deceased and the geo location of the grave site and a generated QR (Quick Response) for access to the memorial page which, depending on the package, is ordered from the service provider or can be printed. Some packages also contain the option to add certain multimedial content with a memorial page,
– that COMEMORIAL DOO NOVI SAD is a company with its registered headquarter in Novi Sad, ul. Narodnog fronta br. 10, on 13.05.2021, with registration number: 21683256, telephone number: +381 63 810 8 810, e-mail address: [email protected],
– according to the Consumer Protection Act, shopping through our online store www.comemorial.com is considered distance selling,
– that the price of the service is indicated with each package on the website
www.comemorial.com ,
– that all prices are expressed with VAT included,
– that the QR code delivery service is free of charge, ie it falls on the service provider COMEMORIAL DOO NOVI SAD,
– that we deliver the purchased QR codes via the DHL International delivery service, in accordance with the section CONDITIONS OF DELIVERY section,
– that the consumer, when creating an order by pressing the CONFIRM button, sent an offer to the seller and that at the time of receipt of the order confirmation he undertook the obligation to pay for the ordered package,
– that the conformity of the QR code to the contract is EXCLUSIVELY determined according to the properties and purpose of the QR code as defined by the corresponding Declaration.

Terms of concluding the contract and termination of the contract

Contract of services providing with the company COMEMORIAL DOO NOVI SAD, whose subject packages are defined by these business terms, are concluded for an indefinite period.

The minimum duration of contractual obligations is one month, when Free Trail contracts are concluded, which are concluded for a period of one month. In all other cases, contracts are concluded for an indefinite period.

The service provider takes reasonable steps to prevent unauthorized access to its online and computer systems by using measures such as firewalls, data encryption, antivirus programs, and restricted password access.

If during providing service is determined that the service provider does not comply with the terms of the contract, or that the service is not performed in accordance with the contract resulting in a risk that the service is non-compliant to the contract, the consumer may warn the provider of these circumstances and set an appropriate deadline to eliminate these irregularities.

If by the expiration of the deadline referred to in the previous paragraph, the service provider does not act upon the consumer’s request, the consumer may terminate the contract and claim damages.

The invoice will be delivered to the consumer at his email address immediately after payment of the invoice.

Delivery conditions

Delivery time

Depending on the available quantity, we deliver QR codes within 3 to 7 working days on the territory of the Republic of Serbia and up to 30 days in other destinations.
Orders made on a working day by 12 p.m. will be processed on the same day (you will be notified of the delivery date by email). Orders made after 12 p.m. will be processed the next working day. If you make an order on Friday after 12 p.m, Saturday or Sunday, the order will be processed on Monday.
After processing your order, you will be notified of the status of your order via email.

The costs of delivery of the QR code shall be paid by the service provider
COMEMORIAL DOO NOVI SAD.

Pick up of the shipment

We send the ordered QR codes to the DHL International delivery service. Please ensure that there is a person at the address who can pick up the shipment during this period. When picking up the shipment, it is necessary to check the package so that there is no visible damage. If you notice that the shipping box is significantly damaged and suspect that the QR code may be damaged, reject the shipment and notify us immediately, via email [email protected]. The delivery service tries to deliver each shipment twice. It is common practice that if the courier does not find
you at the address, he will call you on the phone from your purchase order and set a new delivery date. If he still can’t find you at the address, the shipment will be returned to us. Upon receipt of the shipment, we will contact you to determine the reason for non-delivery and arrange for resending.

Withdrawal from the contract

The consumer has the right to withdraw from the contract and refund the amount paid for the package, within 14 days from the date of conclusion of the contract. The consumer is not obliged to return the QR code to the service provider. The service provider is obliged to refund the payments received from the consumer without delay, and no later than within 14 days from the day when he received the withdrawal form.

The withdrawal form can be downloaded at https://service.comemorial.com/app/home/user.

Liability for non-compliance

The service provider is obliged to deliver packages-QR codes in accordance with the contract. If the delivered package does not comply with the contract, the consumer who has notified the service provider of non-compliance, has the right to require the provider to eliminate the non-compliance, free of charge, repair or replacement, or to request appropriate price reduction or terminate the contract regarding that service.
All costs that are necessary for the service to comply with the contract, and especially the costs of labor, materials, collection and delivery, shall be paid by the service provider COMEMORIAL DOO NOVI SAD.

Warranty

The warranty for the QR code is two years from the date of receipt of the QR code. After the expiration of the warranty for the delivered QR code, it is possible to obtain a replacening QR code by ordering at https://service.comemorial.com/app/products where the conditions are defined. A guarantee for the QR code is issued upon delivery.

Complaints

The consumer submits all complaints by sending an email with his data (name,
surname, address, email address) and a copy of the invoice to the email [email protected] with a description of the problem.

Complaints of damage in transport

It is very important that you immediately report any damage in transport, visible on the package, to the courier who delivers the package to you. The consumer is obliged to report any damage during transport within 24 hours of receiving it, by sending an email with his data (name, surname, address, email address) to [email protected] with a description of the damage or defect.

If you notice such damage, do not sign the receipt of the shipment or ask the courier to wait until you check whether the damage to the packaging caused damage to the QR code itself or the loss of parts. If the QR code is not damaged, sign the shipment receipt.

Complaints on data or wrong package

If you received the shipment and after opening the box you realised that the delivered package does not match the ordered or the invoice data is not appropriate, please no later than 24 hours from the date of receipt of the shipment, send us an email with your data (name, surname, address, email address) to the email [email protected] and describe what problem you have.

As soon as possible, we will respond to the consumer’s complaint sent by email, by confirming the receipt of the complaint, ie sending the number under which your complaint is registered in the records of received complaints and will inform you about further action. The deadline for responding to the complaint is 8 days, and for resolving the complaint is 15 days from the moment of reporting it.

Complaints due to non-compliance

The procedure of claiming a QR code due to non-compliance with the contract, which occurs within two years from the date of delivery of the product to the consumer, is performed in the manner described in the section “Complaints on data or wrong package”.

After-sales services

The service provider automatically updates the QR code after the expiration of the warranty period regarding the warranty issued with the QR code.

Payment by cards

You can pay for your order by using Visa, MasterCard and Dina debit and credit cards approved by the issuing bank for online payment.

Refund

In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another package.
The trader is obliged to return to the consumer without delay the amount paid by the consumer under the contract, and no later than 14 days from the date of receipt of the statement of withdrawal.

Refund procedure

Contact us by sending an email to: [email protected] with number of your receipt / delivery note number and bank account number.

When you submit the necessary data, documentation will be created which will be forwarded to you with the refund procedure to the email address from the order.

Refunds are made exclusively in the above manner, by payment to the bank account.

In case of return of the package or refund to the customer who previously made payment with one of the payment cards, partially or in full, and regardless of the reason for return, the service provider COMEMORIAL DOO NOVI SAD is obliged to refund the cardholder.

Dispute resolve

In case of a dispute regarding the contract, the parties will try to resolve the dispute amicably. Otherwise, the dispute will be resolved before the competent court in Novi Sad, Republic of Serbia. The law of the Republic of Serbia shall apply for resolving disputes and applying contracts.

COMEMORIAL DOO NOVI SAD
Narodnog fronta 10
21000 Novi Sad

Last update: 16.09.2021