GENERAL TERMS AND CONDITIONS

of LASER SMOOTH d.o.o. (hereinafter: General Terms)

Article I – General Provisions

These General Terms govern the rights and obligations of LASER SMOOTH d.o.o., Frana Supila 6, 51000, Rijeka, Croatia, registration number: 040480383, VAT ID: 74130823997 (hereinafter: the Provider), and consumers or clients (hereinafter: the Client) who use the Provider’s services.

These General Terms form an integral part of every contract the Provider enters into with the Client and apply to all relationships between the Provider and the Client, unless expressly agreed otherwise in an individual contract. Upon entering into a contract, the Client confirms that they are familiar with these General Terms and agree to them.

The General Terms are available to the Client before entering into a contract on the company’s website and at the Provider’s business premises. The Provider may amend or supplement them at any time, provided that such amendments do not apply to Clients who entered into a contract before the amendments came into effect.

The General Terms and Conditions are in compliance with the Consumer Protection Act (Official Gazette, No. 19/22, 59/23, 156/22), the Electronic Commerce Act (ZET), the Alternative Consumer Dispute Resolution Act (ZARPS), the General Data Protection Regulation Implementation Act (Official Gazette, No. 42/18), the General Data Protection Regulation (GDPR, Regulation EU 2016/679), and the Obligations Act (ZOO).

Article II – Description of Services

As part of its operations, the Provider offers laser hair reduction services using a diode laser device. The procedure is based on targeted laser light that converts into heat and destroys the hair root, while the surrounding tissue remains intact.

The Provider offers services for individual body parts (face, bikini area, legs, arms, chest, back, underarms, buttocks, upper lip, and other areas), combinations of two areas, and a full-body package. The standard package includes ten (10) treatments, which is typically required to achieve the desired hair reduction result. The actual number of treatments required varies for each individual and depends on health, genetic, and other individual factors.

The description of services, including their essential characteristics, is published on the Provider’s website. Before performing the first treatment, the Provider will inform the Client verbally and in writing about the procedure, expected results, possible risks and complications, and instructions for preparation and post-treatment care.

Photographs and graphic representations on the Provider’s website are informational in nature and do not guarantee specific properties or results of the services.

Article III – Prices and Payment Terms

Service prices are determined by the current price list published on the website and at the Provider’s business premises. All prices are stated in euros (EUR) and include value-added tax (VAT). The price list is typically updated three to four times per year, with each update indicating the effective date.

For each individual contract, the prices in effect at the time of entering into the contract apply. From the moment the contract is entered into, prices and other terms are fixed and apply to both the Provider and the Client. In the event of an obvious error in the published price (e.g., a price that is disproportionately low given the nature of the service), the Provider will immediately notify the Client and allow them to withdraw from the contract without any consequences.

The Provider accepts the following forms of payment: cash payment, payment by debit and credit cards, bank transfer to the Provider’s transaction account, and payment through the deferred payment provider LeanPay. In the case of payment through LeanPay, the Client enters into a separate contract directly with the payment service provider LeanPay, whereby in the event of withdrawal from the contract with the Provider, the refund is processed by the Provider returning funds to LeanPay, which then returns the funds to the Client.

The Provider issues a proforma invoice or invoice to the Client. A proforma invoice is issued particularly in cases where the Client’s first appointment is scheduled in the following month or later from the date of service order. After the first treatment is performed, the Provider issues an invoice. The contract is concluded when the Client pays the proforma invoice or invoice.

The invoice itemizes the price and all costs associated with the service. For contracts concluded at a distance, the invoice contains notification of the right to unilateral termination of the contract in accordance with Article 79 of the Consumer Protection Act.

Article IV – Contract Conclusion Procedure

Establishing Contact The Client may establish initial contact with the Provider in the following ways: by submitting an inquiry through the online form on the Provider’s website, by calling the call center telephone number, by electronic message to the Provider’s email address, or by personal visit to the Provider’s business premises. The online inquiry form does not constitute an order with payment obligation, and its submission alone does not constitute entering into a contract.

Entering into a Contract at Business Premises When the Client enters into a contract in person at the Provider’s business premises, the Provider provides them with information about the essential characteristics of the service before entering into the contract in accordance with Article 42 of the Consumer Protection Act. During the first visit, the Client completes and signs a document on familiarization with the procedure and consent for laser treatment (admission statement), which includes a description of the procedure, possible risks, instructions for preparation and post-treatment care, and any other special contractual terms. The contract is concluded when the Client pays the proforma invoice or invoice.

Entering into a Contract at a Distance When the Client enters into a contract at a distance (by telephone, email, or based on an inquiry sent through the online form), the Provider’s call center provides the Client with all preliminary information from Article 42 and Article 78 of the Consumer Protection Act, including information on the terms, deadlines, and procedure for exercising the right to unilateral termination of the contract, as well as the form for unilateral termination of the contract. The Provider sends the Client a proforma invoice or invoice to their email address. The contract is concluded when the Client pays the proforma invoice or invoice.

Within a reasonable time after entering into a contract at a distance, and at the latest before the service begins, the Provider provides the Client on a durable medium (email) with confirmation of the concluded contract containing all information from Article 78 of the Consumer Protection Act.

Article V – Withdrawal from Contract and Service Cancellation

A Client who has entered into a contract at a distance within the meaning of Chapter IV of the Consumer Protection Act has the right to notify the Provider within fourteen (14) days of entering into the contract that they are unilaterally terminating the contract, without the obligation to state the reason for their decision (statutory right to unilateral termination). The withdrawal period begins on the day the contract is concluded. The Client exercises the right to withdrawal by means of an unambiguous written statement clearly indicating that they are withdrawing from the contract, addressed to the Provider. Withdrawal is considered timely if the withdrawal statement is sent before the expiration of the withdrawal period.

The right to withdraw from the contract does not in itself guarantee a full refund of paid amounts. If the Client has not yet undergone any treatment before exercising withdrawal, they are obliged to pay the Provider an administrative fee in the amount of 50.00 EUR.

If the Client has undergone at least one (1) treatment under the contract, they do not have the right to withdraw from the contract or cancel further performance of services, regardless of whether it is an individual service or package offer. In such case, the Client is not entitled to any refund of paid amounts.

Article VI – Appointment Reservation and Cancellation Policy

After entering into the contract, the Provider offers the Client the first available appointment at the selected location for the first treatment. After the first treatment is performed, the Client typically reserves subsequent appointments directly at the clinic upon completion of each treatment, or subsequently through the call center or email.

Upon each confirmed reservation, the Provider sends the Client a confirmation SMS message stating the date, time, and location of the treatment, as well as preparation instructions. Twenty-four (24) hours before the scheduled appointment, the Provider sends the Client a reminder via SMS. If the Provider has the Client’s email address, in addition to SMS messages, it also sends confirmation and reminder via email.

The Client may cancel or postpone an appointment without consequences no later than twenty-four (24) hours before the scheduled appointment. The Client notifies the Provider of cancellation or postponement by telephone, email, or SMS message.

In the event that the Client does not attend the scheduled appointment without prior cancellation or cancels the appointment less than twenty-four (24) hours before the scheduled appointment, the appointment is considered a performed treatment and is charged at the price that would apply for an actually performed treatment. This rule does not apply in cases of extraordinary circumstances (particularly illness, accident, or natural disaster), which the Client proves with appropriate evidence (e.g., medical certificate). In such case, the Provider allows the Client to postpone the appointment free of charge.

Article VII – Admission Statement and Familiarization with Procedure

Before performing the first treatment, the Client completes and signs an admission statement (Client Familiarization with Procedure and Consent for Laser Hair Reduction Using Diode Laser Device), in which they confirm that they are familiar with the description of the procedure, possible risks and complications, instructions for pre- and post-treatment care, and the terms of service performance.

In the admission statement, the Client confirms, among other things, that they are not pregnant, not breastfeeding, and not attempting to conceive, that they have not taken antibiotics or other medications that may cause photosensitivity for at least seven (7) days before treatment, that they have not used medication containing the active substance isotretinoin in the past month, that they have not used wax, plucking, or depilation on the body part being treated in the past three weeks, and other relevant statements regarding medical contraindications.

The Provider maintains a record of performed procedures (file) for each Client, in which treatment dates, treated body parts, and technical device parameters (power and frequency) are recorded.

Article VIII – Risks and Provider Liability

Laser hair removal is a procedure accompanied by certain risks inherent to the nature of the procedure itself. After treatment, redness, swelling, itching, dry skin, discomfort, and in very rare cases burns may appear on the treated body part. These phenomena typically do not represent a health risk and usually subside within a few hours or days.

The occurrence of expected and inherent side effects resulting from a properly performed procedure and of which the Client was informed before treatment does not constitute improperly performed service and cannot be the basis for Client claims on the grounds of improperly performed service.

The Provider is fully liable for defective service in accordance with applicable legislation, particularly the provisions of the Consumer Protection Act on liability for non-performance of service. In the event that irregularities occur during service performance that exceed expected and inherent side effects, the Client is obliged to immediately notify the Provider.

The provisions of this Article do not exclude or limit the Client’s statutory rights on the grounds of defective service as governed by the Consumer Protection Act.

Article IX – Complaint Procedure and Grievance Handling

The Provider establishes an effective system for handling Client complaints and grievances. The Client has the right to file a complaint regarding defects in the performed service within two (2) years from the date of service performance, in accordance with the provisions of the Consumer Protection Act and the Obligations Act governing liability for material defects.

The Client may submit a complaint (link) or grievance to the Provider in writing via the Provider’s email address, by registered mail to the Provider’s registered office, or in person at the Provider’s business premises. In the complaint, the Client states their personal information, description of the irregularity, date and location of treatment, and request (free rectification of irregularity, re-performance of service, partial refund proportionate to the irregularity, or withdrawal from contract with refund of paid amount).

The Provider will promptly confirm receipt of the complaint in writing. If the existence of a defect in the performed service is not disputed, the Provider will comply with the Client’s request as soon as possible. The Provider will respond to the Client in writing no later than fifteen (15) days from the date of receipt of the complaint, in accordance with Article 10 of the Consumer Protection Act. The Provider will regularly inform the Client about the progress of the procedure.

In addition to the above rights, the Client has all rights to which they are entitled under applicable legislation, particularly rights under the Obligations Act and Article 57 of the Consumer Protection Act.

Article X – Out-of-Court Consumer Dispute Resolution

In accordance with Article 22, paragraph 1 of the Alternative Consumer Dispute Resolution Act (Official Gazette, No. 121/16, 32/19), the Provider declares that it does not recognize any body for alternative consumer dispute resolution (ADR) as competent to resolve consumer disputes that the consumer might initiate in accordance with that Act.

Nevertheless, the Provider strives to resolve any disputes amicably. The Client always has the option of exercising their rights before the competent court. To obtain information about their rights, the Client may contact the European Consumer Centre Croatia (ECC Croatia) or use the online dispute resolution platform (ODR platform), available at https://ec.europa.eu/consumers/odr.

Article XI – Gift Vouchers

The Provider may issue gift vouchers for services from its offer. The validity period of the gift voucher is stated on the voucher and must not be less than one (1) year from the date of issue.

The gift voucher is not exchangeable for money or cash. The value of the gift voucher will not be refunded to the Client in money under any circumstances, neither partially nor in full, regardless of the reason. The gift voucher is transferable unless expressly stated otherwise on it. The gift voucher is used in full upon first use; any difference between the voucher value and the price of the selected service is not refunded or paid to the Client.

Article XII – Minors

The Provider’s services are intended for persons over eighteen (18) years of age. A minor may use the Provider’s services only with the written consent of a parent or legal guardian, who signs the admission statement. By signing, the parent or legal guardian assumes all rights and obligations arising from the contractual relationship on behalf of and for the account of the minor.

Article XIII – Personal Data Protection

The Provider, as the data controller, processes Clients’ personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (General Data Protection Regulation – GDPR) and applicable Croatian legislation in the field of personal data protection, particularly the General Data Protection Regulation Implementation Act (Official Gazette, No. 42/18).

The Provider collects and processes the following categories of Clients’ personal data: identification data (name, surname, date of birth, address), contact data (email address, telephone number), health data stated in the admission statement (data on any contraindications), data on performed procedures (treatment dates, device parameters, treated body parts), and payment data.

The legal basis for processing personal data is the performance of the contract that the Client has entered into with the Provider (Article 6(1)(b) GDPR), fulfillment of the Provider’s legal obligations (Article 6(1)(c) GDPR), and in the case of health data, the explicit consent of the Client (Article 9(2)(a) GDPR), given by signing the admission statement.

Clients’ personal data will under no circumstances be disclosed to unauthorized persons or forwarded to third parties for marketing purposes without the Client’s prior explicit consent.

The Client has the right to access their own personal data, rectification, restriction of processing, portability, or erasure in accordance with applicable legislation. The Client may at any time withdraw consent for processing of personal data based on consent, without negative impact on the lawfulness of processing carried out based on consent before its withdrawal.

More detailed information on personal data processing, including specific processing purposes, retention periods, data on any processors and recipients of personal data, data transfer to third countries, use of cookies and social media plugins, and individual rights, is provided in the Privacy Policy published on the Provider’s website and available at the Provider’s business premises. The Privacy Policy is an integral part of these General Terms.

For all questions regarding personal data processing or to exercise rights under this Article, the Client may contact the Provider via email at laserhousezagreb@gmail.com (location – Zagreb Trnje), laserhousetresnjevka@gmail.com (location – Zagreb Trešnjevka), or laserhousevarazdin@gmail.com (location – Laser House Varaždin), or in writing to the Provider’s registered office address. The supervisory authority for personal data protection in the Republic of Croatia is the Personal Data Protection Agency (azop.hr).

Article XIV – Electronic Commerce and Cookies

On its website, the Provider provides the Client with simple, direct, and permanent access to the following information in accordance with Article 6 of the Electronic Commerce Act and Article 42 of the Consumer Protection Act: the Provider’s company name and registered office address, the address where the Provider actually conducts business, telephone number and valid email address, registration number in the register, VAT ID, and the fact that VAT is included in prices.

The online inquiry form published on the Provider’s website is intended solely for sending non-binding inquiries. Submission of the online form does not constitute an order with payment obligation and does not constitute entering into a contract within the meaning of the Consumer Protection Act.

The Provider’s website uses cookies to ensure website functionality and improve user experience. Detailed information on cookie types, their purpose, and retention period is provided in the Cookie Policy available at the bottom of each page of the Provider’s website. The Client may withdraw or change consent for cookie use at any time in their browser settings.

The Provider makes maximum efforts to ensure the currency and accuracy of information published on its website. Nevertheless, service characteristics or prices may change faster than the Provider can consistently update the information. In such case, the Provider will immediately notify the Client of the change and allow them to withdraw from the contract without any consequences.

Article XV – Copyright

The content of the Provider’s website (texts, graphic elements, photographs, logos, icons, and other copyrighted works) is protected by copyright. Reproduction, distribution, modification, or any other form of use of the content without the Provider’s prior written consent is prohibited.

Article XVI – Force Majeure

The Provider is not liable for delays or inability to perform services resulting from circumstances beyond the Provider’s control (force majeure), particularly natural disasters, epidemics, wars, strikes, power outages, or equipment failures that could not be foreseen or prevented. In the event of force majeure, the Provider promptly notifies the Client and offers an alternative appointment at no additional cost.

If due to force majeure circumstances the Provider cannot perform the service within a reasonable time, the Client has the right to withdraw from the contract, whereby the Provider refunds all payments received for unperformed services without deduction of administrative costs.

Article XVII – Final Provisions

For matters not governed by these General Terms, the applicable regulations of the Republic of Croatia apply, particularly the Consumer Protection Act, the Electronic Commerce Act, the Alternative Consumer Dispute Resolution Act, and the Obligations Act (ZOO).

If any provision of these General Terms is found to be contrary to mandatory norms of applicable legislation or is invalid for any other reason, this does not affect the validity of the remaining provisions. The invalid provision is replaced by the corresponding applicable legal regulation.

For any disputes arising from the contractual relationship between the Provider and the Client that cannot be resolved amicably, the competent court is determined in accordance with the Civil Procedure Act. A consumer may file a lawsuit against the Provider with the court having general territorial jurisdiction over the Provider or with the court in whose territory the consumer has residence or domicile.

These General Terms enter into force on April 8, 2026, and apply to all contracts concluded from that date onwards.

Rijeka, April 8, 2026 LASER SMOOTH d.o.o.