07Withdrawal and complaints

1. Your right of withdrawal

If you're a consumer, you have the right to withdraw from a distance contract within 14 calendar days without giving any reason (arts. 9 to 16 of Directive 2011/83/EU and arts. 79 to 86 of the Zakon o zaštiti potrošača, the Croatian Consumer Protection Act). For digital content (courses, the book, skills, credits), the period runs from the day the contract is concluded, that is, from when Stripe confirms the payment. For development services, it runs from when you accept the proposal.

If you're buying for your business or profession, you have no statutory right of withdrawal: the proposal and the Terms of service apply instead.

2. When you lose it

For digital content, you lose the right of withdrawal when access begins before the 14 days are up and all three legal conditions are met (art. 16(m) of Directive 2011/83/EU; art. 86 of the Zakon o zaštiti potrošača):

1. you gave your express consent to start straight away (the checkbox at checkout, which is never pre-ticked);
2. you acknowledged that you would lose your right of withdrawal as a result;
3. we sent you confirmation by email.

For development services, if you asked us to start within the 14 days and then withdraw, you pay a proportionate amount for the work done up to your notice. If the service has been fully performed at your express request and with your acknowledgement, the right is lost (art. 16(a) of Directive 2011/83/EU).

3. What you can return

4. Withdraw from the contract here

Fill in the form and tap “Confirm withdrawal”. You'll immediately receive an acknowledgement by email with the date and time, which serves as proof (art. 11a of Directive 2011/83/EU; art. 81.a of the Zakon o zaštiti potrošača).

You can also withdraw by writing to hey@themariscal.com or by post to Martín Silva Molina, Ul. Ivana Rendića 28b, 10000 Zagreb, Hrvatska, with a clear statement (you can use the model below, but you don't have to). To meet the deadline, it's enough to send it before the 14 days are up.

5. Model withdrawal form

To: Martín Silva Molina (The Mariscal), Ul. Ivana Rendića 28b, 10000 Zagreb, Hrvatska, hey@themariscal.com

I hereby give notice that I withdraw from my contract for the supply of the following digital content / the provision of the following service:
____________________________________________

Ordered on / received on (date): ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Account or purchase email: ____________________
Signature of consumer (only if this form is notified on paper): ____________________
Date: ____________________

6. Your refund

If you withdraw, we refund what you're owed within 14 days at the latest from when we receive your decision, using the same payment method you used (unless we agree otherwise), and at no cost to you. At the same time, access to whatever you returned (the course, the book, the skill, the gift code or the credits) is switched off.

7. The legal guarantee: if something doesn't work

Separately from withdrawal, digital content and services must conform to the contract: they must be as we described them and work as you'd expect. If they don't, you're entitled to have us bring them into conformity free of charge and, if we can't do that within a reasonable time or the defect is serious, to a proportionate price reduction or to terminate the contract with a refund within 14 days (Directive (EU) 2019/770 and the Croatian law that implements it). We are liable for any lack of conformity that becomes apparent for at least 2 years from when you received the content or service. Let us know using the form below or by email.

8. Complaints

You can send us a written complaint (pisani prigovor, art. 10 of the Zakon o zaštiti potrošača):

• by email, to hey@themariscal.com;
• by post, to Martín Silva Molina, Ul. Ivana Rendića 28b, 10000 Zagreb, Hrvatska;
• using the form below.

We'll confirm receipt without delay and reply in writing within 15 days at the latest of receiving it, saying clearly whether we accept it and what we'll do. We keep the complaint and our reply for at least one year.

9. If we can't agree

• Mediation: The Mariscal isn't signed up to any consumer alternative dispute resolution body. If you suggest mediation before a body recognised in Croatia, we'll consider it in good faith. It's voluntary and doesn't stop you from going to court.
• If you live in another EU country: Europski potrošački centar Hrvatska (ECC Croatia) helps you free of charge with complaints against Croatian traders (www.eu-potrosac.hr).
• Inspectorate: you can lodge a complaint with the Državni inspektorat Republike Hrvatske, Šubićeva 29, 10000 Zagreb, Hrvatska (dirh.gov.hr).
• Courts: you can always go to court, as explained in the Terms and conditions.

The EU online dispute resolution (ODR) platform no longer exists: it closed on 20 July 2025 (Regulation (EU) 2024/3228).