TERMS AND CONDITIONS
1. General Provisions
(1) These General Terms of Business (hereinafter referred to as: "Terms") govern the conditions for using the website DJI.hr (hereinafter referred to as: "Website"), as well as the conditions for mediation in organizing the service of DJI brand products and the conditions for selling DJI products to end users.
(2) The website DJI.hr serves as the official contact and information point for organizing authorized service for DJI products in the Adria region, managed by EM Servis d.o.o. as an intermediary between users and the authorized DJI service.
(3) By using the Website, the user confirms that they are familiar with these Terms, that they understand them, and that they fully accept them. If you do not agree with the Terms, please do not use the Website.
2. Company Information
(1) The Website is managed by:
EM Servis d.o.o.
(hereinafter referred to as: "authorized intermediary").
(2) The authorized intermediary acts as:
an intermediary in organizing authorized service for DJI products between users from the Republic of Croatia and the Republic of Slovenia and the authorized DJI service, and
an authorized representative/seller of DJI products based on cooperation with authorized distributors for the relevant market.
(3) The actual diagnostics, decision on warranty status, and physical repairs of the product are performed by DJI or an authorized DJI service center outside of the authorized intermediary. The authorized intermediary does not perform technical repairs of end products, but exclusively organizes logistics and communication with the user.
3. Use of the Website
(1) The Website is intended for:
reporting a malfunction of DJI products for service,
obtaining information about the service process,
information and purchase of DJI products, if the functionality of the online store is active.
(2) The user agrees to use the Site in accordance with the applicable regulations of the Republic of Croatia, these Terms, and customary business practices.
(3) EM Servis d.o.o. reserves the right to change the content of the Site and these Terms without prior notice. The current version of the Terms is published on the Site.
4. Mediation in the service of DJI products
4.1. Reporting a malfunction and opening a service request
(1) The user reports a malfunction of the DJI product via the form on the Site, email, or another specified method. The user is required to provide truthful, complete, and accurate information.
(2) Based on the report, EM Servis d.o.o. opens a service request in the DJI system and provides the user with instructions for sending the device to an authorized service. Generally, shipping labels and courier services (e.g., UPS) that are linked to the DJI system are used.
(3) The user is obliged to adequately protect and package the DJI product, in accordance with the provided instructions, and to hand over the package to the courier service for pickup, or to deliver the device in another specified manner.
4.2. Types of repairs
(1) For the purposes of these Terms, the following are distinguished:
warranty repairs, and
out-of-warranty repairs.
(2) Whether the defect is covered by warranty is decided solely by DJI or an authorized DJI service, in accordance with DJI's warranty terms. The authorized intermediary does not have the authority to independently accept or reject a warranty claim.
(3) In the case of warranty repairs, the rules of the DJI warranty and applicable consumer protection regulations apply. In the case of out-of-warranty repairs, the user is provided with a quote detailing the costs before the repair, and the repair is carried out only after the user explicitly accepts the quote.
5. Service and delivery costs
5.1. Warranty repairs
(1) If DJI or an authorized service determines that the defect is covered by the warranty, the repair is generally free for the user, in accordance with DJI's warranty terms.
(2) The costs of sending the device and return delivery in warranty cases are generally borne by DJI. However, due to the way costs are calculated by the courier service and/or DJI, the authorized intermediary reserves the right to charge a reasonable fee for logistics and processing costs up to the amount of 10.00 EUR per shipment in cases where such costs actually arise. The user will be informed of any potential charge for such a fee before the completion of the process.
(3) In certain cases, in accordance with DJI's internal rules and offers, the user may be offered a replacement of the device with a new or replacement device for a flat fee (e.g., an amount around 50.00 EUR). This option is not a guaranteed right of the user, but a special offer of which the user will be clearly informed in advance and which they may, but do not have to, accept.
5.2. Out-of-warranty repairs
(1) If it is determined that the defect is not covered by the warranty (expiration of the warranty period, mechanical damage, improper handling, etc.), it is considered an out-of-warranty repair.
(2) In that case, the user is provided with a repair quote that includes:
the cost of parts and labor, according to the price list of the authorized DJI service, and
the cost of returning the device to the user.
(3) The authorized intermediary charges a flat fee for return delivery for out-of-warranty repairs in the amount of 10.00 EUR per shipment, unless otherwise stated in the offer. The costs of the actual repair are determined according to the offer from DJI or the authorized service.
(4) Out-of-warranty repairs and all associated costs are carried out only after the user accepts the offer. If the user does not accept the offer, the device can be returned in an unrepairable state, and the cost of return delivery may be charged according to the applicable price list and notified to the user.
6. Sale of DJI products
6.1. General
(1) Through the website DJI.hr, EM Servis d.o.o. can offer the sale of DJI products (drones and related equipment) to end users. Sales are conducted as an authorized representative/seller of DJI products, in cooperation with authorized distributors.
(2) All products offered on the website are described and presented based on information obtained from the manufacturer and/or authorized distributor. We strive to ensure the accuracy and timeliness of the displayed data, but minor deviations from the actual product characteristics are possible.
6.2. Prices, payment, and delivery
(1) All prices on the website are stated in euros (EUR) and include VAT, unless explicitly stated otherwise.
(2) The seller reserves the right to change prices at any time, with the relevant prices for the user being those valid at the time of order confirmation.
(3) The method of payment (e.g., bank transfer, card payment, cash on delivery, etc.) as well as delivery costs and times will be clearly indicated in the ordering process. The delivery cost is indicated separately before the final order confirmation.
6.3. Conclusion of the contract
(1) The sales contract between the user and the authorized intermediary is concluded at the moment the user completes the ordering process on the Website, and the authorized intermediary electronically confirms the receipt of the order.
(2) The user is required to verify the accuracy of the data provided in the order and to promptly notify the authorized intermediary of any errors.
6.4. Right to unilateral termination of the contract
(1) If the user is a consumer within the meaning of the Consumer Protection Act, they have the right to unilaterally terminate the contract concluded at a distance within the time and under the conditions prescribed by the applicable regulations of the Republic of Croatia (generally 14 days from the receipt of the product).
(2) Detailed instructions on exercising the right to unilateral termination (deadlines, form, return of goods, etc.) will be provided on the Website and/or with the order confirmation, in accordance with applicable regulations.
7. Complaints, objections, and warranty
(1) Any defects in the products, complaints regarding delivery, invoices, or service, as well as consumer objections, can be directed to:
Authorized intermediary
Tržaška cesta 5, 1000 Ljubljana, Slovenija
(2) EM Servis d.o.o. will respond to the written complaint of the consumer within the time prescribed by applicable regulations (generally 15 days from the receipt of the complaint), stating a clear position and proposed solution.
(3) Warranty conditions for DJI products are governed by separate DJI warranty conditions. EM Servis d.o.o. will make the relevant warranty conditions available to the user upon request or direct the user to official DJI sources.
8. Liability
(1) EM Servis d.o.o. is responsible for the proper execution of its obligations as an intermediary in organizing the service and as a seller in accordance with these Terms and applicable regulations.
(2) The authorized intermediary is not responsible for:
technical decisions, quality, deadlines, and the method of performing repairs carried out by DJI or an authorized DJI service,
any potential data loss stored on the product (e.g., videos, photos, etc.) during the repair,
damage caused by improper use of the product contrary to the manufacturer's instructions or applicable regulations (e.g., drone flight regulations).
(3) The user is required, before sending the device for service, to back up data as much as possible and remove personal data, in accordance with the manufacturer's instructions and their own security requirements.
(4) The authorized intermediary does not guarantee that the website will be available without interruption and errors at all times, nor is it responsible for any damage caused by the temporary unavailability of the website.
This work is not authorized, sponsored, or otherwise approved by DJI.
9. Protection of personal data
(1) EM Servis d.o.o. processes users' personal data (e.g., name and surname, address, contact details, device information, etc.) when providing service and product sales for the purpose of:
receiving and processing service requests,
communicating with the user,
delivering products and services,
fulfilling legal obligations.
(2) The processing of personal data is carried out in accordance with applicable data protection regulations and the internal acts of the authorized intermediary.
(3) Detailed information on the processing of personal data, users' rights, and how to exercise them is contained in a separate Privacy Policy published on the Site.
10. Governing law and dispute resolution
(1) These Terms and all contracts concluded through the Site DJI.hr are governed by the law of the Republic of Croatia.
(2) The parties will attempt to resolve any disputes amicably. If the dispute cannot be resolved amicably, the competent court according to the seat of EM Servis d.o.o. shall have jurisdiction for its final decision, unless otherwise stipulated by mandatory consumer protection regulations.
(3) The consumer is entitled to initiate a procedure for out-of-court resolution of consumer disputes before the bodies and in the procedures provided for by the applicable regulations on alternative resolution of consumer disputes.
11. Amendments and Supplements to the Terms
(1) EM Servis d.o.o. reserves the right to amend and supplement these Terms at any time. Amendments take effect on the day of publication on the Website, unless explicitly stated otherwise.
(2) Korištenjem Stranice nakon objave izmijenjenih Uvjeta smatra se da korisnik prihvaća takve izmjene.
PRIVACY POLICY
1. Introduction
This Privacy Policy describes how the authorized intermediary for DJI products (hereinafter: "Authorized Intermediary") collects, processes, uses, and protects users' personal data when using the website DJI.hr, submitting service requests, and purchasing DJI products. The processing of personal data is carried out in accordance with the General Data Protection Regulation (GDPR) and applicable regulations of the Republic of Croatia.
By using the DJI.hr website, the user confirms that they are familiar with this Privacy Policy and accept it.
3. Categories of Personal Data We Process
The authorized intermediary may process the following categories of personal data:
Identification data
– name and surname, address, VAT ID (if necessary for issuing an invoice), data about the legal entity if the buyer is a business entity.
Contact data
– phone number, email address, delivery address.
Device and service information
– device model, serial number, description of the fault, photos of the damage (if provided by the user), service requests, communication related to the repair.
Purchase information
– purchased products, prices, invoice details, payment method, information needed for order delivery.
Technical data
– data on website usage (IP address, access time, pages viewed), cookies and analytics data if enabled.
Only data necessary for providing a specific service or fulfilling legal obligations is collected.
4. Purposes of processing personal data
Personal data is processed for the following purposes:
Organization of DJI product service
– opening a service request in the DJI system, communication with the user, organizing the pickup and return delivery of the device, sending data to DJI when necessary for service implementation.
Delivery of products and sales relationships
– processing orders, issuing invoices, organizing delivery, communication related to purchases and product availability.
Fulfillment of legal obligations
– maintaining business documentation, fulfilling accounting and tax obligations, responding to official requests from competent authorities.
Responding to user inquiries and resolving complaints
– processing requests for information, feedback, complaints, and consumer objections.
Improving the functionality and security of the website
– analyzing website usage, maintaining system security, and preventing abuse.
Personal data will not be used for purposes not specified in this Policy.
5. Legal basis for processing
The processing of personal data is based on one of the following legal bases:
the performance of a contract or taking steps prior to entering into a contract (e.g., purchasing a product, service registration),
compliance with legal obligations,
legitimate interest of the authorized intermediary (e.g., system security, prevention of abuse, service improvement),
consent of the user (e.g., when using non-mandatory cookies or voluntarily provided data).
6. Recipients of personal data
Personal data may be transferred to third parties only when necessary for the execution of a service or legal obligation:
DJI and authorized DJI service centers
- when necessary for processing a service request, assessing warranty status, and resolving warranty cases.
Courier services (e.g., UPS)
– for organizing the pickup, transport, and delivery of devices or products.
Partners – authorized distributors of DJI products
- when necessary for the implementation of the sales process and logistics.
Accounting services and payment systems
– for processing payments and legally required bookkeeping.
Competent state authorities
- solely when prescribed by applicable laws.
The authorized intermediary will not sell, rent, or otherwise unlawfully disclose users' personal data to third parties.
7. Transfer of data to third countries
Due to the nature of the service process, it is possible that certain data may be transferred to DJI systems located outside the European Union. In such cases, the transfer is carried out only when necessary and in accordance with GDPR, applying appropriate protective measures (e.g., standard contractual clauses or other protection mechanisms provided by EU law).
8. Data retention period
Personal data is retained only as long as necessary to fulfill the purpose for which it was collected, or as required by applicable regulations. For example:
data related to service procedures: until the completion of the procedure and the legal archiving period,
customer data and accounts: the minimum period prescribed by accounting and tax regulations,
technical data and cookies: according to the deadlines specified in the cookie settings and/or cookie documentation.
After the retention period expires, the data is deleted or anonymized.
9. User rights
The user has the following rights regarding their personal data:
the right to access personal data,
the right to rectify inaccurate or incomplete data,
the right to erasure (“right to be forgotten”) if the conditions of the GDPR are met,
the right to restrict processing,
the right to data portability,
the right to object to processing based on legitimate interest,
the right to withdraw consent at any time (if processing is based on consent).
To exercise their rights, the user can contact the authorized intermediary using the contacts provided in this Policy. Requests will be processed within the legal timeframe.
The user also has the right to file a complaint with the competent supervisory authority for personal data protection in the Republic of Croatia.
10. Security measures
The authorized intermediary applies appropriate technical and organizational measures to protect personal data from unauthorized access, loss, alteration, or misuse, including:
access control to systems,
the application of security procedures and contractual confidentiality obligations,
backups and regular system maintenance.
11. Cookies and tracking technologies
The DJI.hr website may use necessary cookies for the basic functioning and security of the website. Optional cookies (e.g., for statistics or marketing), if used, are applied only with the user's consent.
More detailed information about the use of cookies may be provided in a separate Cookie Policy published on the site.
12. Changes to the Privacy Policy
The authorized intermediary may occasionally update this Privacy Policy to comply with changes in regulations or changes in the way data is processed. The updated version will be published on the DJI.hr site, with the effective date indicated.
13. Contact
For any questions related to personal data protection and this Privacy Policy, the user can contact:
Authorized intermediary for DJI products
EM Servis d.o.o.
Tržaška cesta 5, 1000 Ljubljana, Slovenija
EU VAT ID: SI30876745
MBS: 7160399000
info@dji.hr