1. General provisions
These Terms and Conditions govern the rights and obligations between Kristall Diamant, service trade, owner Tamara Karakhanova, Tršćanska 1, Zagreb, OIB 01142261377, MBS 98615220 (“Service Provider”) and the user of the services (“Client”).
The Service Provider performs cleaning and maintenance services for residential, commercial and other premises as agreed with the Client.
2. Arranging a service
A service may be requested by phone, e-mail, contact form or another available communication channel. Sending an enquiry does not in itself constitute the conclusion of a contract. A contract is considered concluded when the type of service, scope, appointment and price have been agreed, or when the Client accepts a quotation.
3. Description and scope of service
The type and scope are determined according to the type of premises, size, condition, amount of work and special requirements. If the Client requests additional work while the service is in progress, it will be carried out only after prior agreement on scope and price.
4. Prices and payment
The price depends on the type and scope of service, the size and condition of the premises, the work required, the number of staff and additional requirements. The final price and payment method are agreed before the service begins or before the quotation is accepted. The agreed price does not change during the contracted work without prior agreement, unless the scope is subsequently expanded at the Client’s request.
5. Service appointment
The appointment is agreed between the Service Provider and the Client. The Service Provider aims to arrive at the agreed time and, in the event of unforeseen circumstances, to notify the Client in good time whenever possible.
6. Cancellation or rescheduling
The Client may request a change or cancellation of an appointment. If the change is requested within a reasonable period before the start, the Service Provider will generally not charge a cancellation fee.
7. Client obligations
The Client must provide access to the premises and information important for the safe and proper performance of the service, including any special characteristics of sensitive surfaces and items.
8. Products and equipment
The Service Provider may use its own products and equipment. By prior agreement, the Client’s products or equipment may be used. The Client should point out materials that require a special approach.
9. Liability for damage
The Service Provider is liable for damage caused intentionally or through gross negligence, in accordance with applicable regulations. It is not liable for pre-existing damage, wear, deterioration or hidden defects that cannot be identified through a normal inspection. Where there is a justified risk of damage, the work may be refused or carried out only after prior agreement.
10. Complaints and claims
A written complaint may be sent to [email protected] or by post to Tršćanska 1, Zagreb. Receipt will be confirmed without delay and a response will be provided within 15 days of receiving the complaint.
11. Unilateral withdrawal from the contract
If the contract is concluded at a distance or away from business premises, the consumer has the rights provided by the Croatian Consumer Protection Act. If the consumer expressly requests that the service begin before the withdrawal period expires, the relevant statutory rules apply.
12. Protection of personal data
Personal data is processed in accordance with applicable regulations and the Privacy Policy.
13. Alternative dispute resolution
The parties will first attempt to resolve any dispute amicably. The consumer may use available mechanisms for alternative resolution of consumer disputes.
14. Governing law
The law of the Republic of Croatia applies.
15. Amendments to the terms
Kristall Diamant may amend or supplement these terms. The version in force at the time the contract is concluded applies to contracted services, unless otherwise permitted or required by law.
16. Final provisions
These Terms and Conditions enter into force on 03 September 2026.
Kristall Diamant, service trade · owner Tamara Karakhanova · Tršćanska 1, Zagreb · OIB 01142261377 · MBS 98615220 · [email protected] · 097 752 4712