Terms and conditions of purchase in the MINUTE by Konzum Store
KONZUM plus d.o.o.
KONZUM plus d.o.o.
Contents
1. SCOPE
The following terms and conditions of purchase (hereinafter referred to as: Terms) in the MINUTE by Konzum store of the company Konzum plus d.o.o., Marijana Čavića 1a, Zagreb, entity ID-No (OIB): 62226620908 (hereinafter referred to as: Konzum) govern the rights and mutual obligations of you, the visitor and/or customer, and us, the seller, in the MINUTE by Konzum store.
2. DEFINITIONS
MINUTE by Konzum store is a store without cash registers, that records customers' selections from the shelf, adds them to their virtual basket, and processes payments automatically — without the assistance of salespeople or the need for cash payments at the register — using a system made up of software and cameras placed throughout the store.
KONZUM mobile application – application that can be downloaded from Google Play, Apple App Store and Huawei App Galery (links are provided on the company's website, Mobile Application). With this application customers can access Konzum's unified services within the same Konzum platform, including the shopping service in the MINUTE by Konzum store.
Customers can contact Konzum through the Contact Centre to submit complaints, pay compliments, offer suggestions, and other things. Additionally, customers can use the Contact Centre to exercise the right to file complaints regarding goods and/or incorrectly collected invoice amounts.
A Customer is any individual, whether a natural or legal person, who enters the MINUTE by Konzum store by scanning a QR code with a barcode reader, or who enters the store by submitting and authorizing a credit or debit card on an EFT tablet POS device located at the entrance to the store, that is created within the KONZUM mobile application, and who selects at least one Product in the store and pays the purchase price for it.
The Retail price is the purchase price in the official currency of the Republic of Croatia for an individual Product, i.e. a certain quantity of the product, including taxes and other charges.
A Consumer's written complaint is a complaint that the consumer addresses to Konzum as a trader on a permanent medium, expressing his dissatisfaction with the purchased product, that is, related to Konzum's business dealings with the Consumer.
A Consumer is any natural person – a customer who enters into a legal relationship or operates on the market outside of the trade, commercial, sole trader business, or professional activities.
A Visitor is any legal or natural person who enters the MINUTE by Konzum store without making a purchase but stays to view the Products.
A Product is any goods, i.e. all products that can be purchased in the MINUTE by Konzum store.
The Contract is a sales contract by which Konzum transfers or undertakes to transfer ownership of the Product/Products to the Customer, and the Customer pays or undertakes to pay the price.
Anyone who comes into the store to accompany a Customer is considered an Accompanying individual.
3. PREREQUISITES FOR ACCESS (ENTRY) TO THE MINUTE by Konzum STORE
There are two options to enter the MINUTE by Konzum store:
3.1. ACCESS (ENTRY) with the KONZUM mobile application
In order to access or enter the MINUTE by Konzum store by using a QR code created in the KONZUM mobile application, you need to download or install the application on your mobile device and complete the registration process, i.e. create your user account within the application.
If you are already a registered user of the KONZUM mobile application, you will have access to the MINUTE by Konzum service after choosing "MINUTE by Konzum" in the application menu.
The following features of the MINUTE by Konzum service can be accessed by using the KONZUM mobile application:
To access the MINUTE by Konzum store, or to be able to enter the store, it is required that:
You can enter the data from your credit or debit card immediately before entering the MINUTE by Konzum store. Moreover, immediately after leaving the MINUTE by Konzum store, you can delete your credit or debit card information.
Once the saved card's pre-authorization has been successfully completed, you will be able to access the MINUTE by Konzum store.
3.2. ACCESS (ENTRY) with a credit or debit card
To enter the MINUTE by Konzum store with your credit or debit card, it is necessary to pre-authorize your card at the EFT-POS device located at the entrance to the store in order to carry out the pre-authorization as described in clause 7 of these Terms.
Upon successful pre-authorization, enter your email address or phone number, of your choice, on the tablet located at the entrance to the store so that we can send you the invoice in electronic form.
After a successful pre-authorization process and the entry of the data specified in the previous paragraph (email or phone number), you will be allowed to enter the store.
3.3. LIABILITY
The Customer is responsible for the accuracy, correctness, and completeness of all entered data specified herein. The Customer is obliged to enter his own data.
If pre-authorization is refused (a matter concerning the bank-Customer relationship), Konzum shall not be liable for the inability of the Customer to access the MINUTE by Konzum store and make a purchase.
In the event that a person entered the store and made a purchase through misuse or unauthorized use of the Customer's credit or debit card, Konzum shall not be held responsible for the misuse of the Customer's credit or debit card.
The parent or guardian of a person under the age of 18 shall be held responsible for the purchases made by that person using payment cards in the MINUTE by Konzum store.
4. PRODUCTS
The Products assortment in the MINUTE by Konzum store may differ from the standard assortment of other KONZUM stores. Accordingly, the product assortment in the MINUTE by Konzum store is limited to certain types of Products.
The Customer is accountable for being of legal age in accordance with laws pertaining to the minimum age required to purchase alcoholic beverages.
In compliance with the applicable legal provisions, the sales staff of the MINUTE by Konzum store has the right to request an inspection of your personal identification document if they believe that the Customer is not 18 years of age or older. The sales staff evaluate adulthood.
5. PURCHASE IN MINUTE by Konzum STORE
The Customer can begin shopping as soon as he enters the MINUTE by Konzum store.
If several people enter the MINUTE by Konzum store and only one of them generates and scans the QR code available in the KONZUM mobile application while the other people enter as accompanying persons, the Products taken by those persons will be added to the virtual basket of the person who scanned the QR code, and those Products will be charged to the person who scanned the QR code.
In the event that accompanying persons wish to make their own purchases in the MINUTE by Konzum store, they must also carry out the steps outlined in clause 3 of these Terms. Otherwise, all purchased Products, i.e. Products taken from the shelf or the refrigerator in the MINUTE by Konzum store, will be charged to the Customer who generated the QR code, or pre-authorized his card, and who was the one with whom the accompanying persons entered through the entrance ramps.
In order to complete a purchase, the Customer needs to choose the Product from the MINUTE by Konzum store assortment that he wants to buy, by taking the Product with him and/or accompanying persons out of the store. If the Customer chooses to purchase a beverage from the coffee machine, as soon as the Customer selects the beverage and its preparation starts, the beverage will be added to the virtual basket and charged to the Customer when leaving the MINUTE by Konzum store, regardless of whether the Customer actually took the beverage from the machine or not.
In order to ensure the proper operation of the system in the Store, the following instructions/rules must be followed when selecting Products for purchase and moving within the MINUTE by Konzum store:
Konzum retains the right to instantly terminate the user account of the Customer or Visitor in the event that Konzum suspects abuse on the part of the Customer and/or Visitor. Additionally, Konzum has the same right in the event of any behaviour by the Customer/Visitor that Konzum, in its sole discretion, considers unacceptable, as well as in any case of non-compliance with these Terms.
The Customer, or the Visitor, is obliged to inform the accompanying persons that Konzum also processes their personal data. The accompanying persons can learn more about the processing of their personal data in connection with the visit to the MINUTE by Konzum store by reading the Notice on the Processing of Personal Data in the MINUTE by Konzum Store, available on the Konzum website www.konzum.hr, in the KONZUM mobile application, and on the tablets placed at the entrance to the store.
After completing the purchase, the Customer, or the Visitor after finishing browsing the Products, should leave the MINUTE by Konzum store together with the accompanying Persons.
The behaviour of Customers, Visitors, and Accompanying Persons in the MINUTE by Konzum store is monitored and analysed by using a special system linked to a series of cameras. This system enables the purchase of Products that the Customer takes from the shelf, refrigerator, or coffee machine.
The system described in the previous paragraph consists of software and a set of cameras and, once the customer has entered the shopping zone by passing through the entry ramp, records all customer interactions with Products on shelves, in refrigerators, and at the coffee machine (taking, returning). It constitutes an artificial intelligence system within the meaning of Regulation (EU) 2024/1689 laying down harmonised rules on artificial intelligence (the Artificial Intelligence Act). This system serves exclusively to determine the Products taken by the Customer for the purpose of correct billing and does not carry out unique identification of persons based on biometric data.
The subject of the purchase agreement entered into by and between the Customer and Konzum are the Products from the MINUTE by Konzum store assortment, which the Customer chose to purchase by taking them from the shelves, refrigerators, or coffee machine, for which KONZUM has issued an electronic invoice and which the Customer has paid. The purchase contract is considered concluded upon the Customer leaving the MINUTE by Konzum store, that is, when the doors on the exit ramps of the MINUTE by Konzum store close. This means that the sale of the Product is completed directly in the Store, and as such does not constitute a contract concluded off-premises or at a distance, as regulated by the provisions of the Consumer Protection Act.
A limit on the maximum number of people shopping at the same time in the MINUTE by Konzum store can be applied. In this case, should the maximum number of people in the MINUTE by Konzum store be reached at a certain moment, no additional people will be allowed entry until enough space is freed.
After the purchase is completed, the Customer will receive the invoice for the purchase at the email address he registered with on the KONZUM mobile application. The invoice will also be visible to him within the application, or at the email address or phone number the Customer left if he entered the store by using a payment card.
In cases where the system is not certain which Product the Customer took from the shelf or what quantity was taken, an anonymized video recording of the customer, generated by the system every time the Customer has an interaction with the shelves, coffee machine, refrigerator, and similar, on which Products are displayed, is reviewed by operators. The recordings are examined for the purpose of determining the purchase, with the aim of ensuring correct billing of the purchased Products, i.e. in order to avoid situations where the Customer is charged for more or fewer Products than were actually purchased. In such cases, a shorter delay in issuing the invoice to the Customer, after he leaves the Store, is possible.
6. PAYMENT:
The following debit or credit cards can be used to pay for Products in the MINUTE by Konzum store, by one-off payment:
The active card that the Customer has added to the KONZUM mobile application and selected when generating the QR code in the application, upon entering the Store, will be used to pay for the purchase. If the Customer has more than one active payment card, he must decide, before entering the Store, which of his active payment cards will be used to make payments in the Store.
By pre-authorization, the Customer agrees to the automated debiting of his payment card account.
The Customer is required to have enough funds on his card account to cover the amount of goods purchased in the MINUTE by Konzum store. By accepting these Terms, the Customer authorizes the card issuer to charge the amount of the purchased goods.
From the moment the Customer leaves the MINUTE by Konzum store until receipt of the payment for the purchase, the Customer may not delete or change the data of the active card he uses to make payments for purchases in the store. Once the purchase amount has been charged, the Customer can delete all data on that card.
It should be noted that the card's data is not accessible to Konzum. Instead, the pre-authorization, billing, and card storage are handled by mStart d.o.o., a third party holding a PCI-DSS certificate that guarantees the security and protection of your data.
7. PRE-AUTHORIZATION
Before entering the Store with the KONZUM mobile application or with a payment card, your payment card will be pre-authorized in the amount of €10 (75.35 kn). You will not be permitted entry into the Store if there are insufficient funds on your payment card to cover the pre-authorization amount stated above.
If you have enough funds on your payment card, you will be able to enter the Store.
By pre-authorization, your funds in the amount specified herein are only reserved for Konzum. Your payment card will be authorized after the purchase is completed, meaning the amount of the items actually taken will be charged. The card issuer releases the remaining balance of the reserved amount for your further use within the prescribed time frames.
8. E-invoice
Konzum will issue an invoice in electronic form for purchases made in the MINUTE by Konzum store and deliver it to the email address you provided when registering with the KONZUM mobile application. Your invoice will also be available within the KONZUM mobile application.
By activating the MINUTE by Konzum service in the KONZUM mobile application, that is, by entering an email address or mobile phone number on the tablet at the entrance to the store, the Customer agrees to and requests receipt of the invoice in electronic form.
9. COMPLAINTS AND OBJECTIONS
Customers can submit complaints to Konzum orally by calling the toll-free phone number 0800 400 000, in writing by sending an e-mail to konzum@konzum.hr, or by filling out the online complaint form for Konzum stores on the Konzum website.
You can contact us in the same way if you are dissatisfied with our service.
In order for us to review the complaint as efficiently and quickly as possible, please provide us with:
In the event that a Consumer submits the complaint, upon receipt of the complaint we will send you confirmation that we have received it, and we will respond within 15 calendar days at the latest. In the event of a complaint regarding the use of the MINUTE by Konzum service, the Consumer may submit a complaint to one of the selected bodies for alternative consumer dispute resolution. In the Republic of Croatia, there are two types of selected bodies for alternative consumer dispute resolution: conciliation centres and courts of honour. Please note that each body has its own rules of procedure, fees, and specific competencies for one or more consumer sectors. The Consumer can determine whether a certain body is eligible to receive their complaint by visiting that body's website.
10. LIABILITY FOR MATERIAL DEFECTS
In the event of a material defect in a Product, Konzum takes on liability for that defect within the periods provided for by law. Liability for material defects will be determined in accordance with the provisions of the applicable Obligations Act.
The provisions of the Obligations Act on liability for material defects do not apply to consumer contracts for the supply of digital content, unless the subject of the Contract is a moveable item in which digital content is embedded, or which is connected with the item in such a way that the absence of that digital content would prevent the item from functioning, and which is supplied under the Contract.
In the case of an item with digital elements, risk passes to the customer at the moment a one-time supply of digital content is made, or when continuous supply of digital content begins.
A material defect is deemed to exist:
A material defect is also deemed to exist:
Konzum is not bound by public statements made by him or by any other party in the earlier stages of the transaction chain if he can prove that he did not know and could not have known of that statement, or that by the time the Contract was concluded the public statement had been corrected in a manner equal or comparable to how it was made, or that the public statement could not have influenced the decision to purchase.
In consumer contracts, the defects of unsuitability for use for purposes for which the same Product would typically be used, inadequate quality, non-delivery of accessory equipment, and inadequate quantity or absence of usual properties for a Product of the same type do not exist if, at the time of concluding the Contract, the consumer was expressly informed that a certain characteristic deviates from the criteria used to determine defects, and if the consumer expressly and separately accepted this when concluding the Contract. Any defect in the Product that becomes apparent within one year from the moment risk passed is presumed to have existed at the moment risk passed, unless Konzum proves otherwise or unless the contrary follows from the nature of the Product or the nature of the defect.
Provisions of the Contract limiting or excluding liability for defects in the Product in a consumer contract, made before the consumer notifies the seller of the material defect in the Product, are not binding on the consumer.
If, after the Customer has received the item, it turns out that the item has a defect that could not have been discovered through a normal inspection upon receipt of the item (hidden defects), the Customer is obliged, at risk of losing the right, to notify the Seller of the defect within two months of the day the defect was discovered.
The Seller is not liable for defects that appear after two years have passed since the item was handed over.
When exercising the right to have a defect remedied, the Customer has the right to choose between repair and replacement of the Product, unless the chosen method of remedying the defect would be impossible, or would cause Konzum disproportionate costs compared to the other method, taking into account all circumstances, in particular the value of the Product without the defect, the significance of the defect, and whether repair or replacement can be carried out without significant inconvenience to the Customer. If the Customer voluntarily chooses repair of the Product instead of replacement, the statutory period of liability for material defects (warranty period) for that Product is extended by an additional 12 months, calculated from the moment the repaired Product is handed over to the Customer.
The Customer has the right to a price reduction or to terminate the Contract only if Konzum has not remedied the defect, or has refused to do so, or has not remedied the defect in accordance with the statutory provisions governing repair and replacement; if the defect exists despite Konzum's attempt to remedy it; if Konzum has declared that it will not remedy the defect, or if it is evident from the circumstances that it will not remedy the defect within a reasonable time or without significant inconvenience to the Customer; and if the defect is so serious that it justifies an immediate price reduction or termination of the Contract. The Customer has the right to withhold payment of any outstanding portion of the price until Konzum fulfils its obligations under liability for material defects.
Konzum bears the burden of proving that a defect is minor.
Konzum shall bear the costs of remedying the defect and delivering another defect-free Product.
All Products we sell are stored and delivered in accordance with the declared storage conditions, or the manufacturer's recommendation. The shelf life stated on the original packaging is valid only if the Product is properly stored in accordance with the storage conditions stated on the label.
11. WARRANTY
For all Products for which the manufacturer or importer offers a commercial warranty, Konzum undertakes to provide the Customer with the Commercial Warranty Statement and accompanying documentation (instructions for use, installation instructions, and similar) on paper or another permanent medium (for example, in digital form via e-mail) no later than the moment the Product is delivered.
The manufacturer, importer, or Konzum (depending on who is the warranty provider) guarantees that the Product will function properly within the warranty period if used in accordance with the enclosed instructions.
The terms of the commercial warranty are binding under the conditions stated in the Commercial Warranty Statement, as well as in related advertisements that were available at or before the time the Contract was concluded. If the terms advertised are more favourable to the Customer than those in the Warranty Statement, the more favourable advertised terms apply.
In the event of a malfunction or other defects within the warranty period, the warranty provider undertakes to carry out repair or replacement of the Product within a reasonable time, in accordance with the Obligations Act. Should the warranty provider fail to carry out the repair or replacement within a reasonable time, the Customer has the right to terminate the Contract, reduce the price, and, in any case, claim damages.
Important note for the Customer:
A commercial warranty is a voluntary promise made by the warranty provider and does not affect the statutory rights the Customer has against Konzum on the basis of liability for material defects in goods. These statutory rights are free of charge for the Customer, and the commercial warranty cannot limit or exclude them.
If you have any questions or need any clarification regarding warranties and service partners, please contact us via the toll-free number 0800 400 000 or the e-mail address konzum@konzum.hr.
12. PERSONAL DATA
Information on the processing of personal data of Customers, Visitors, and Accompanying Persons by Konzum, as data controller, is available in the Notice on the Processing of Personal Data in the MINUTE by Konzum Store, available at www.konzum.hr, within the KONZUM mobile application, and on the tablet at the entrance to the store, at the following link: https://www.konzum.hr/pravila-privatnosti.
13. SEVERABILITY
If any provision of these General Terms shall be held to be invalid, this invalidity shall not in any way affect the validity of any other provision of these Terms, and the remaining provisions hereof shall remain in force.
14. WAIVER OF RIGHTS
The failure of either party to exercise its rights under these Terms shall not be deemed a waiver or loss of those rights in the future, nor of any other rights set forth in these Terms.
15. DISPUTE SETTLEMENT
To everything not regulated by these Terms, the provisions of the Obligations Act and the Consumer Protection Act shall apply.
The contracting parties shall try to settle amicably any disputes arising out of or related to these Terms. All disputes or claims that may arise from the use of this website, related to these Terms, or their implementation, are subject to the jurisdiction of the court in Zagreb, by the application of the relevant substantive Croatian law.
16. APPLICATION OF THE GENERAL TERMS AND CONDITIONS
These General Terms shall be in effect as of 28 July 2023 and shall remain in force until altered or revoked by Konzum.
Konzum reserves the right to alter and/or amend these General Terms. Notification of any changes will be sent to you through the website, the KONZUM mobile application, and on the tablet at the entrance to the store.
July 2026