Online Consumer Dispute Resolution
According to the rules of ZIsRPS, the consumer can file an initiative to resolve the dispute with the IRPS provider only after a previous unsuccessful attempt to resolve the dispute directly with the provider! We therefore urge customers to always contact us first and we will solve the problem together.
The Online Consumer Dispute Resolution Platform is a single entry point for consumers to resolve disputes arising from online sales or online services between a consumer resident and a provider based in the European Union, Norway, Iceland or Liechtenstein. The platform is available in all EU languages and in Icelandic and Norwegian.
The online consumer dispute resolution platform can be used by the consumer to:
- a request for direct talks, which means establishing contact and communicating with the provider of goods or services with the possibility of a direct resolution of the dispute, or
- filing a complaint against a supplier of goods or services and to find an out-of-court consumer dispute resolution provider that can resolve the consumer dispute.
A request for a direct conversation is possible if the consumer has not yet established contact with the provider of goods or services, or if the provider is willing to talk. In this case, the platform informs the provider of goods or services about the consumer's request. If he is ready to talk, you can exchange messages and send attachments directly through the platform. In this case, they have a maximum of 90 days to reach an agreement, during which both parties can withdraw from direct talks at any time. If the parties do not reach an agreement within 90 days, the matter on the platform is automatically terminated.
The platform can also be used by the consumer to resolve issues with the help of an approved out-of-court consumer dispute resolution provider by filing a complaint. In this case, the platform informs the provider of goods or services about the complaint. If the supplier of goods or services agrees to use the procedure, both parties must agree on the choice of an out-of-court consumer dispute resolution provider to handle the case. There is a 30-day period from the date of submission of the complaint to the date of agreement on the selection of an out-of-court consumer dispute resolution provider to handle the case. If the parties do not agree on the provider of out-of-court resolution of consumer disputes in time, or the provider of goods or services does not take into account the consumer's complaint, the procedure on the platform is terminated.
The company 2F STUDIO d.o.o., in accordance with the provision of paragraph 3 of Article 32 of the Act on out-of-court resolution of consumer disputes (Ur. l. RS, no. 81/2015; ZIsRPS), informs customers that it does not recognize any provider of out-of-court resolution of consumer disputes (OCDR ), as competent for the resolution of a consumer dispute that a private user could initiate in accordance with the Act on Out-of-Court Resolution of Consumer Disputes.
The company 2F STUDIO d.o.o. as a provider engaged in online sales, publishes on its website an electronic link to the platform for the online resolution of consumer disputes (OCDR). The platform is available on the electronic link for the ENGLISH speaking area https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN, or on the link of the platform's official website http:/ /ec.europa.eu/ord