Terms of Service

These Terms of Service (the Terms) govern the relationship between Megatrend Redok d.o.o. (part of OMNIZON NETWORKS GROUP, the REDOK), established in the Republic of Croatia, and the legal entity or natural person using REDOK services (the Customer).

In these Terms the following definitions apply:

• Service — any of the REDOK services: EDI exchange, Web EDI portal, e-archive, Peppol Access Point, e-invoice fiscalization, ASN dispatch notes, and related APIs and integration modules.
• Document — a structured electronic message transiting REDOK infrastructure (e.g. a purchase order, dispatch note, or invoice in UBL/EDIFACT/XML format).
• Trading Partner — the legal entity with which the Customer exchanges Documents through the REDOK network.
• Contract — the individual commercial contract concluded between REDOK and the Customer, which together with these Terms forms an integral whole.

REDOK provides the Customer with access to a network for the electronic exchange of business documents, including the receipt, validation, transformation, and delivery of Documents to Trading Partners. The exact scope of services used by the Customer is defined in the individual Contract and its annexes.

REDOK provides the technology platform as a SaaS. The Customer is responsible for the accuracy of the content of the Documents it sends. REDOK does not alter the business content of Documents — it only translates between formats and routes Documents to the agreed destinations.

The Customer accesses REDOK services through a registered customer account. Access credentials (GLN, API key, username, password) are confidential and may not be shared with third parties outside the Customer's organisation.

The Customer is responsible for all activity occurring under its account. In the event of suspected compromise, the Customer must promptly notify REDOK at security@redok.hr.

Service prices are set out in the Pricing Schedule, which forms an integral part of the Contract. The Pricing Schedule may include a monthly subscription, per-Document transaction fees, one-off setup fees, and custom development services.

Invoices are issued monthly in advance for subscriptions and monthly in arrears for transactional usage. The payment term is 15 days from the invoice date, unless the Contract provides otherwise. Late payment accrues default interest in accordance with the Croatian Financial Operations and Pre-Bankruptcy Settlement Act.

REDOK reserves the right to suspend the Service in case of payment delays exceeding 30 days, subject to prior written notice.

REDOK commits to Service availability in accordance with the SLA parameters defined in the relevant annex to the Contract. The standard SLA includes:

• Annual availability: 99.9%
• Response time for critical incidents: 2 hours (24/7)
• Response time for non-critical queries: 1 business day
• Scheduled maintenance windows: announced at least 5 business days in advance

The Helpdesk is available via helpdesk.redok.net and by email at helpdesk@redok.net. Critical incidents (such as a complete Service outage) are also reported by phone to the 24/7 on-call line specified in the Contract.

The Customer is obliged to:

• Send Documents that conform to the agreed syntactic and semantic standards (e.g. UBL 2.1, EDIFACT D96A, EN 16931 for e-invoices).
• Cooperate during the onboarding of new Trading Partners, including confirming test messages and master data (GLNs, VAT IDs, code lists).
• Run its own business processes such that REDOK does not become a reference archive for shortcomings in the Customer's ERP system.
• Promptly report any change of ownership, tax ID, registered seat, bank details, or other data relevant for invoicing.
• Not use the Service for unlawful purposes, sending unsolicited content, or routes not envisaged by the Contract.

REDOK is obliged to:

• Provide the Service professionally, in accordance with SLA parameters.
• Technically validate Documents sent by the Customer and promptly notify the Customer of any detected errors (e.g. invalid references, missing mandatory fields, malformed format).
• Protect the Customer's confidential information and trade secrets in accordance with the Privacy Policy.
• Maintain certifications relevant for the Service: ISO 27001 (information security), Peppol Access Point, EEDIN membership.
• Announce planned maintenance via the helpdesk portal and email.

From 1 January 2026 the amended Croatian Fiscalization Act (Fiscalization 2.0) is in effect. REDOK enables Customers to fulfil obligations arising from that Act through the e-invoice fiscalization module.

The Customer agrees that REDOK, acting as the information intermediary:

• Forwards e-invoices to the Tax Authority for fiscalization immediately prior to delivery to the recipient.
• Receives and stores the fiscalization response (JIR, ZKI, status) together with the original Document in the e-archive for at least 11 years (statutory retention period).
• In case of a technical fault on the Tax Authority side, sends the Document retrospectively as soon as the system becomes available, in accordance with the Act.
• Is not liable for the accuracy of the invoice content (the Customer is the fiscalization obligor). REDOK is liable only for timely and correctly structured communication with the Tax Authority.

Adding remarks after the fact to received e-invoices is handled through the archive in accordance with Tax Authority rules — details are in the user documentation.

Processing of personal data contained in Documents (e.g. names, addresses, individual tax IDs) is carried out solely for the purpose of providing the Service, in accordance with the General Data Protection Regulation (GDPR) and the Croatian Act on the Implementation of the GDPR.

With respect to personal data in Documents, REDOK acts as a data processor while the Customer is the data controller. Details of processing, data subject rights, and DPO contacts are set out in the Privacy Policy.

The Customer and REDOK undertake to conclude a DPA (Data Processing Agreement) as an annex to these Terms whenever required by GDPR.

All intellectual property rights in the REDOK platform, including software, documentation, mappings, code lists, and logos, remain the exclusive property of REDOK. The Customer is hereby granted a non-exclusive, non-transferable right to use the Service for the duration of the Contract.

The content of Documents sent by the Customer remains the property of the Customer or of the trading partner that sent the Document. REDOK does not acquire ownership of the business content of Documents.

REDOK is liable for direct material damage arising from proven gross negligence or wilful misconduct on its part. REDOK's aggregate liability in any calendar year is capped at the amount paid by the Customer in the preceding 12 months for the affected Service.

REDOK is not liable for:

• Consequences of inaccurate data in Documents sent by the Customer or by a Trading Partner.
• Lost profits, consequential damage, loss of reputation, or loss of data.
• Force majeure (natural disasters, war, strikes, outages of third-party infrastructure such as AWS or the national telecom network).
• Failures on the side of the Tax Authority, FINA, or other state systems through which fiscalization or exchange takes place.

The Contract enters into force on the date of signature or electronic confirmation and is concluded for the period defined in the Contract (typically 12 or 36 months), automatically renewing for an equal period unless either party gives written notice at least 30 days before expiry.

Either party may terminate the Contract unilaterally:

• In case of a material breach by the other party that has not been remedied within 30 days of written warning.
• In case of insolvency, opening of bankruptcy or pre-bankruptcy proceedings.
• In case of permanent loss of regulatory authorisation relevant to the provision of the Service.

On termination, REDOK will provide the Customer with an export of stored Documents in a standard format (UBL or XML) within 30 days, subject to a charge for export volumes exceeding 1 GB.

REDOK may amend these Terms from time to time to reflect regulatory changes, technological developments, or business needs. The Customer is notified of material changes at least 30 days before they take effect, by email and via banner notification on the portal.

If the Customer does not consent to the changes, it has the right to terminate the Contract without penalty within 30 days of notice. Continued use of the Service after the changes take effect is deemed acceptance of the new Terms.

Historical versions of the Terms and a short changelog are available on request at legal@redok.hr.

These Terms and the individual Contract are governed by the law of the Republic of Croatia. The Commercial Court in Zagreb has exclusive jurisdiction over any dispute arising from or in connection with the Terms, unless mandatory rules provide otherwise.

The parties will attempt to resolve any dispute amicably before court proceedings, including the option of mediation through the Croatian Chamber of Economy.