Refund Policy

This Refund Policy ("Policy") applies to subscriptions and payments made through the platform LakoTermin ("Service") provided by Khristina Iarchenko Preduzetnik HAY Photo, registered at Prvomajska 103, 24000, Subotica, Republic of Serbia (registration number: 66845613).

1. General provisions

LakoTermin is an online booking platform used by service businesses and independent specialists (entrepreneurs/users) through a paid subscription (Basic or Professional plan), in accordance with the Terms of Use. Subscriptions are billed in advance, monthly or yearly, and payments are processed through the payment processor of Raiffeisen Bank a.d. Beograd.

2. 14-day right of withdrawal

Since 2 August 2026, the Republic of Serbia has applied a new Law on Consumer Protection ("Official Gazette of RS", No. 35/2026), which replaced the 2021 law (No. 88/2021). Under Article 5 of that law, a consumer is a natural person acquiring goods or services for purposes outside their business or other commercial activity, and the right to withdraw from a distance contract within 14 days without giving a reason (Article 29) belongs to consumers only. LakoTermin subscriptions are taken out by salon owners, entrepreneurs and legal entities as part of their registered business activity, so this statutory right does not apply to them. If a user does qualify as a consumer within the meaning of Article 5, their statutory rights apply in full, regardless of this Policy.

3. Free trial instead of a refund of the first payment

Every new account receives a 14-day free trial with full access to the features of the selected plan — that is the opportunity to evaluate the Service before paying for it. Accordingly: (a) if a user has used the free trial, in whole or in part, and then paid for a subscription, the first payment is not refunded, because the opportunity to evaluate the Service has already been provided free of charge; (b) if a user paid for a subscription without activating the free trial, LakoTermin will refund the full amount of the first payment on request, provided the request is submitted via the contact details in section 7 within 14 calendar days of the payment date. The first-payment refund may be used only once per account/company. In both cases the refund grounds listed in section 5 continue to apply.

4. Cancellation and automatic renewal

Subscriptions renew automatically at the end of the current period (monthly or yearly), unless the user disables automatic renewal before the renewal date, via the account settings in the admin panel or by contacting us. Disabling automatic renewal does not interrupt the current paid period – the Service remains available until the end of the period already paid for, after which the account switches to a free or limited plan in accordance with the Terms of Use. Payments for a renewal period (after the first payment described in the previous section) are generally non-refundable, except as set out in the following section.

5. Exceptions and billing errors

Notwithstanding the above, LakoTermin will issue a refund or billing correction in the following cases: (a) a technical error resulted in a duplicate charge or an incorrect amount being charged; (b) the Service was unavailable for an extended period for reasons attributable to LakoTermin; (c) a charge was made after the user properly and timely cancelled the subscription. No refund is issued for a period during which the user actively used the Service (e.g., received bookings, used platform features), except as set out in this section.

6. Refund method and timeline

Refunds are made using the same payment method the user used to pay, through the payment processor of Raiffeisen Bank a.d. Beograd. The refund is initiated no later than 14 days after the refund request is accepted, and funds are typically reflected on the user's account/card within 5 to 15 business days, depending on the card-issuing bank.

7. How to request a refund

Refund requests are submitted by email to [email protected], stating the company/account name, the date and amount of the payment, and the reason for the request. We respond to requests as soon as possible, and no later than within 14 days.

8. Changes to this Policy

LakoTermin reserves the right to amend this Refund Policy at any time. Changes take effect upon publication of a new version on the website, with the effective date indicated. We recommend reviewing this Policy periodically.