TERMS AND CONDITIONS OF PURCHASE

(Pre-contractual Information)

istriawinemuseum.com

I. General Information

The website https://istriawinemuseum.com/ is owned by:

OK Live d.o.o. Registered office: Flanatička 16, 52 100 Pula, Croatia Company registration number (OIB): 79997831845 MBS: 080157006 Email: info@istriawinemuseum.com Website: https://istriawinemuseum.com/

 

Members of the company: Aleksandar Kostadinov, Olivera Međugorac, and Campo Marzio d.o.o.

All materials on https://istriawinemuseum.com/ are the exclusive intellectual property of OK Live d.o.o. and may only be used with the express written consent of the rights holder. OK Live d.o.o. enables the use of services and content on the website as regulated by these Terms and Conditions.

These Terms and Conditions form part of the Seller's obligations under the Croatian Consumer Protection Act (Zakon o zaštiti potrošača) and EU Directive 2011/83/EU on consumer rights. They are intended to ensure that the Buyer is clearly and comprehensibly informed, before concluding a distance contract, about the essential circumstances for the conclusion, performance, and termination of the contract.

The term Seller refers to OK Live d.o.o., OIB: 79997831845, MBS: 080157006, E: info@istriawinemuseum.com.

The term Buyer refers to: a consumer (a natural person acting outside of any trade or profession who orders and pays for services via the website), as well as traders, sole traders, and natural persons conducting business activities who are protected by the Consumer Protection Act only when purchasing services unrelated to their business activities, and all other buyers including legal entities.

The website https://istriawinemuseum.com/ may occasionally be unavailable due to maintenance, updates, or circumstances beyond the Seller's control. The Seller will endeavour to resolve any such issues as quickly as possible.

II. Products and Services

The website https://istriawinemuseum.com/ offers for purchase a range of products and services, which may include:

•       Admission tickets to the Istria Wine Museum (Muzej vina Istre), Pula

•       Tickets for guided wine tasting experiences, events, and other time-specific programmes

•       Physical products such as wines, souvenirs, and other goods (where available)

•       Other products and services as listed on the website from time to time

 

The nature of the subject matter of each purchase (whether a service, a digital ticket, or a physical product) is clearly indicated on the relevant product or service page. The applicable rules regarding delivery, right of withdrawal, and liability for defects differ depending on whether the subject matter is a service or a physical good, and are set out accordingly in the relevant sections below.

Product and service descriptions, photographs, and information on the website are provided for illustrative purposes. While every effort is made to ensure accuracy, visual representations (including photographs) may differ from the actual product or service due to monitor settings, colour perception, or reasonable variations. Such differences do not constitute a defect. The Seller reserves the right to make reasonable adjustments to the content or composition of services without prior notice, provided the essential nature of the service or product remains unchanged.

Products and services may only be ordered if indicated as available on the website. Due to the volume of simultaneous orders, stock availability information may occasionally differ from actual warehouse stock. If an ordered product is unavailable, the Buyer will be notified promptly and offered either an alternative or a full refund.

III. Prices

All prices on https://istriawinemuseum.com/ are expressed in Euros (EUR). VAT is included in all displayed prices. Delivery costs for physical products, where applicable, are not included in the product price and are displayed separately during checkout.

Before confirming an order, the Buyer is shown a clear breakdown of the product or service price, applicable VAT, delivery costs (if any), and the total amount payable, so that the Buyer has full visibility of the final price before committing to purchase.

IV. Payment Methods

Payment may be made using the following methods:

•       Credit and debit cards

•       Apple Pay

•       Google Pay

 

In the case of card payment, the transaction is processed by WSPay. Card data and cardholder data are not stored on the Seller's servers. The Seller has no access to, does not collect, and does not process card data entered for payment processing purposes.

A contract is concluded when the Buyer confirms and completes the order. The Seller will immediately notify the Buyer by email that the contract has been concluded and will provide a summary of the order.

If you do not receive a confirmation email after completing the order, please check your spam/junk folder or whether your mailbox is full before contacting us.

V. Delivery

A. Services and Digital Tickets

For services and time-specific experiences (museum admission, wine tastings, events), delivery takes the form of:

•       Issuance of a digital ticket (PDF or QR code) sent to the email address provided by the Buyer at the time of purchase, or

•       Access confirmation for experiences requiring prior booking

 

Digital tickets are sent to the Buyer's email address immediately or within a short time after payment is confirmed. The Seller is not responsible for delivery failures caused by an incorrect email address provided by the Buyer.

The Buyer is responsible for presenting the valid ticket (printed or on a mobile device) at the museum entrance on the selected date and time. Lost or misplaced tickets may be re-sent upon request to info@istriawinemuseum.com.

Tickets are valid only for the date, time slot, and number of persons specified at the time of purchase.

B. Physical Products

For physical products, delivery is made via a contracted courier service. Delivery is deemed completed at the time the product is handed to the courier.

•       Delivery within Croatia: 24 to 48 hours from dispatch (working days only; no deliveries on weekends)

•       Delivery outside Croatia: approximately 7 working days

 

Delivery costs are communicated during the ordering process for each product and in aggregate for multiple products. Orders above a certain value may qualify for free delivery, as indicated during checkout.

After dispatch, the Buyer will receive a shipment tracking number by email to monitor delivery status. The Seller cannot influence delivery speed or complications arising on the part of the courier service.

If delivery to the address provided by the Buyer is not possible, the Buyer bears the cost of re-delivery. In the event that an ordered physical product is unavailable after payment, the Seller will notify the Buyer promptly. The Buyer may agree to a revised delivery timeline or cancel the order and receive a full refund within 3 working days.

The following are not counted toward delivery timelines: the day the order is received; delays due to an incorrect or incomplete address; delays due to force majeure or circumstances beyond the Seller's control; and public holidays at the start or end of a delivery period.

VI. Right of Withdrawal

A. Physical Products

For purchases of physical products (goods), the Buyer has the right to withdraw from the contract within 14 days of receiving the goods, without providing any reason, in accordance with Article 72 of the Croatian Consumer Protection Act and EU Directive 2011/83/EU. To exercise this right, the Buyer must notify the Seller by email at info@istriawinemuseum.com before the withdrawal period expires.

Returned goods must be sent back within 14 days of the withdrawal notice, in their original condition and packaging. The Buyer bears the cost of return shipping unless otherwise agreed. A full refund (including the original delivery cost) will be processed to the original payment method within 14 days of receiving the returned goods or proof of return shipment, whichever is earlier.

B. Services and Time-Specific Experiences (Tickets)

Pursuant to Article 79(1)(l) of the Croatian Consumer Protection Act and Article 16(l) of EU Directive 2011/83/EU, the right of withdrawal does not apply to service contracts where the service is to be provided on a specific date or within a specific period. This includes admission tickets and time-slot bookings for museum visits, wine tastings, and other scheduled experiences.

By completing a purchase of a ticket or time-specific service, the Buyer acknowledges and accepts that the statutory right of withdrawal does not apply, as the service is tied to a specific date and time.

 

Goodwill Cancellation Policy for Tickets and Services

Although statutory withdrawal rights do not apply to time-specific services, the Seller offers the following goodwill cancellation policy:

•       Cancellations made more than 48 hours before the scheduled date: full refund

•       Cancellations made between 24 and 48 hours before the scheduled date: 50% refund

•       Cancellations made less than 24 hours before the scheduled date: no refund

•       No-shows: no refund

 

To request a cancellation, please contact info@istriawinemuseum.com with your order number and the reason for cancellation.

If the Seller cancels or significantly changes a scheduled event, the Buyer is entitled to a full refund. The refund will be processed to the original payment method within 14 days.

VII. Liability for Service Defects

The Seller is responsible for any material lack of conformity in the service that exists at the time of performance and which the Buyer notifies within a reasonable time. A service is considered non-conforming if it:

•       Does not correspond to the description, type, quantity, or quality as agreed in the contract

•       Is not suitable for the specific purpose communicated by the Buyer to the Seller before the contract was concluded

•       Does not include the agreed additional elements (e.g. audio guide, tasting items) as specified

•       Is not performed with the care and skill reasonably expected

 

The Seller's liability for service defects applies for a period of two years from the date of service performance. The Buyer must notify the Seller of any defect within two months of discovering it.

Written complaints may be submitted by email to info@istriawinemuseum.com or by post to the registered address. The Seller will respond in writing within 15 days of receiving the complaint.

Buyer's Rights in Case of Non-Conforming Service

Where a service is found to be non-conforming, the Buyer is entitled to:

•       Request that the Seller remedy the defect

•       Request a proportionate price reduction

•       Terminate the contract and request a full or partial refund, where the defect is material and cannot be remedied

 

The right to terminate the contract and claim a full refund arises only where the Seller has failed to remedy the defect, has refused to do so, or where it is evident that the Seller will not remedy the defect within a reasonable time and without significant inconvenience to the Buyer.

VIII. Contract Duration

The contract concluded between the Buyer and the Seller is a one-off distance services contract, which is fulfilled upon the provision of the service on the agreed date and upon completion of payment, unless terminated earlier. These Terms and Conditions form an integral part of the contract.

IX. Out-of-Court Dispute Resolution

Any dispute arising out of or in connection with these Terms and Conditions or any purchase made via https://istriawinemuseum.com/ shall be subject to the jurisdiction of the competent court in the Republic of Croatia, in accordance with Croatian law.

Consumers who are residents of another EU member state may also bring proceedings before the competent court in their country of residence, in accordance with applicable EU regulations on jurisdiction.

The Seller is committed to resolving any complaints or issues directly and amicably. Buyers are encouraged to contact the Seller at info@istriawinemuseum.com before initiating formal proceedings.

Online dispute resolution: In accordance with EU Regulation No. 524/2013 on online dispute resolution for consumer disputes, disputes relating to online purchases within the EU may be submitted via the ODR platform accessible at: https://ec.europa.eu/consumers/odr/

X. Privacy Policy and Personal Data

OK Live d.o.o., registered office: Flanatička 16, 52 100 Pula, OIB: 79997831845, is a company operating in the Croatian market. In the course of our activities, we collect and process personal data of our customers and interested parties, in compliance with all applicable laws and regulations, including the General Data Protection Regulation (EU) 2016/679 (GDPR) and the Croatian Personal Data Protection Act.

The protection of your privacy is our priority. Please read this Privacy Policy carefully.

What personal data do we collect?

When registering as a Buyer or completing a purchase on https://istriawinemuseum.com/, we may collect: first and last name, address (including postal code), email address, telephone number, date of birth (optional), username and password.

We also automatically collect technical data such as IP address, date and time of access, browser type, operating system, and application version and language settings.

Why do we collect personal data?

Personal data is collected and processed for the following purposes:

•       Verifying the identity of Buyers accessing the website

•       Fulfilling the service contract (issuing tickets, sending booking confirmations)

•       Communicating with Buyers regarding their orders and bookings

•       Handling complaints and potential legal proceedings

•       Sending newsletters, where the Buyer has given explicit consent

•       Improving our services and personalising the Buyer's experience

 

We do not collect data from children. If we become aware that data has been transmitted to us without parental or guardian consent for a person under 18, we will delete it without delay. Persons under 18 may not use the website without parental supervision.

Legal basis for processing

Processing of personal data in connection with the purchase of services is based on the performance of a contract (Article 6(1)(b) GDPR). Processing for newsletter purposes is based on the Buyer's explicit consent (Article 6(1)(a) GDPR), which may be withdrawn at any time by contacting info@istriawinemuseum.com.

Data sharing

We will not share personal data with third parties except as required for the fulfilment of the service contract (e.g. payment processors) or as required by law.

Card payment data

Card payment processing is carried out via WSPay. At no point does OK Live d.o.o. access, store, or process card or cardholder data. This data is processed exclusively by WSPay under the highest security standards.

Right to erasure and other rights

You have the right to request the deletion of your personal data at any time (right to be forgotten). To exercise this right, contact info@istriawinemuseum.com. Data will be deleted within 30 days, except for data required to be retained under other legal obligations.

You also have the right to access, rectify, and restrict the processing of your personal data, and the right to data portability, in accordance with GDPR.

Complaints regarding the processing of personal data may be submitted to the Croatian Personal Data Protection Agency (Agencija za zaštitu osobnih podataka – AZOP).

The Data Protection Officer may be contacted at: info@istriawinemuseum.com

XI. Cookies Policy

The website https://istriawinemuseum.com/ uses cookies to improve user experience. Cookies are small text files stored on your device by websites you visit.

We use the following types of cookies:

•       Session cookies: temporary cookies deleted when you close your browser, used to maintain your session during a visit (e.g. items in your booking basket)

•       Persistent cookies: remain on your device after closing the browser to remember your preferences

•       Third-party cookies: placed by third-party services (e.g. analytics, advertising) present on our website

 

You can manage cookie settings in your browser. Disabling cookies may affect the functionality of certain features on the website. For information on how to manage cookies, please refer to your browser's help section.

This Terms and Conditions document was last updated: June 2026.