General Terms and Conditions of Service

Version 2.2 · Effective from 2026-06-03

1. General Provisions and Parties

1.1. These General Terms and Conditions of Service (the "Terms") govern the relationship between DomCare, Skrb za nepremičnine, Peter Novak s.p. (the "Provider", "DomCare", "we"), a sole proprietor registered in the Republic of Slovenia, and any natural or legal person (the "Client", "you") ordering the Provider's services.

1.2. Provider's details:

• Legal name: DomCare, Skrb za nepremičnine, Peter Novak s.p.
• Address: Tržaška 6, 1000 Ljubljana, Slovenija
• Registration number (matična številka): 8004764000
• Tax number (davčna številka): 83764496
• The Provider is not registered for VAT (DDV) under Slovenian law
• E-mail: hello@domcare.si · Phone: +386 69 314 867 · Website: https://domcare.si

1.3. The Terms constitute general terms of business (splošni pogoji poslovanja) within the meaning of the laws of the Republic of Slovenia and apply to all services ordered via the website domcare.si, by e-mail, by phone, or via messaging apps.

1.4. By ordering any service of the Provider, the Client confirms having read, understood, and fully accepted these Terms without reservation. Acceptance of the Terms is a mandatory condition for concluding the contract.

2. Definitions

• Service — any of the services described on the Services page, including one-off work, subscriptions, and project work.
• Property — the Client's real estate (or real estate in respect of which the Client is duly authorised to order services) located within the Provider's service area.
• Inquiry — the Client's request submitted via the website form, e-mail, phone, or a messaging app, describing the task.
• Offer — the Provider's individual description of the scope of services, timing, and final price.
• Subscription — a service with recurring (monthly) payment: Property Care, Key Holding, and subscription formats of cleaning and garden care.
• Service Agreement — an individual document recording the scope of services, the Property, access arrangements, and special conditions. It is signed for Subscriptions, and for one-off and project services whenever either party considers it necessary.
• Communication Channel — the channel agreed by the parties (e-mail or messenger); messages sent through it have the effect of written notices.

3. Conclusion of the Contract (Acceptance)

3.1. The contract is concluded as follows:

1. The Client submits an Inquiry.
2. The Provider sends an Offer with an individually determined price and terms of performance.
3. The Client confirms the Offer in writing (e-mail or messenger). The moment the Offer is confirmed is the moment the contract is concluded and these Terms are accepted in full.
4. For Subscriptions, a Service Agreement is signed. For one-off and project services, a Service Agreement is signed if either party considers it necessary.
5. If an advance payment has been agreed, the Provider begins work after receiving it.

3.2. In case of a conflict between these Terms and a Service Agreement, the Service Agreement prevails. In case of a conflict between the Terms and an Offer regarding the scope, price, or timing of a specific order, the Offer prevails.

3.3. The Provider may decline to conclude a contract without stating reasons at any time before acceptance, in particular where the task falls outside its competence, requires licensed work, or the Property is outside the service area.

4. Informational Nature of the Website and Promotional Materials

4.1. Service descriptions, prices, indicative timeframes, and other information published on domcare.si are of an informational and promotional nature, do not constitute an offer, and do not create any obligations for the Provider. They serve as general guidance for the Client.

4.2. The same applies to all promotional and informational materials of the Provider in any form: booklets, leaflets, letters, e-mail newsletters, posts on social networks and directories, blog articles, and commercial presentations.

4.3. The final price, scope, and timing of each service are determined individually — taking into account the Client's actual needs, the condition of the Property, and the specifics of performing the service — and are recorded in the Offer before the contract is concluded. Prices and conditions stated on the website and in promotional materials may differ from the individual Offer.

4.4. The procedure for providing services is established exclusively by these Terms, the Offer, and the Service Agreement (where one exists).

4.5. Before the contract is concluded, the Client always receives the final price of the service in the Offer. No work begins and no amounts are invoiced before the Client confirms the Offer in writing.

5. Services and Service Area

5.1. The current list of services and their general descriptions are published on the Services page. The specific scope of work for each order is recorded in the Offer and/or the Service Agreement.

5.2. Service areas: Ljubljana and surroundings, the Slovenian Coast (Koper, Izola, Piran, Portorož), Bled and Bohinj, and Kranj — within the limits indicated on the website. Visits outside these areas are possible by prior arrangement; any related surcharges are agreed in the Offer.

5.3. The Provider performs work within its competence and does not perform work requiring a state licence or special qualification (complex electrical work, gas equipment, load-bearing structures, etc.). Where such work is needed, the Provider will say so and may suggest engaging a specialised professional or supervising the work of an external contractor.

6. Prices and Payment

6.1. Payments are made in euros (€). The Provider is not a VAT payer; the amounts agreed in the Offer are final and include all applicable charges.

6.2. The final price of each service is agreed individually and fixed in the Offer before work begins (Section 4). Additional work and costs identified during performance are carried out only after prior agreement with the Client via the Communication Channel. No additional amounts are invoiced without such agreement.

6.3. Third-party services and charges are not included in the price of the Provider's services and are always paid by the Client directly or reimbursed by the Client to the Provider at actual cost (upon presentation of supporting documents). Such costs include, in particular:

• postal and courier services;
• delivery and transport services;
• materials, spare parts, and consumables purchased for the task;
• waste disposal and removal services;
• services of emergency, utility, security, and other services and providers;
• services of external specialists and contractors engaged with the Client's agreement;
• parking, road, and other fees;
• state and administrative charges.

Where possible, such costs are agreed with the Client in advance (Clause 6.2); in urgent situations, Clause 14.2 applies.

6.4. Payment methods: bank transfer (SEPA) — primary; other methods — by arrangement.

6.5. Payment terms:

• One-off services — an advance payment may be agreed (up to the full price); the balance is due within 7 days after completion.
• Subscriptions — monthly against an invoice; payment is due within 14 days.
• Project work (clearing, moving, renovation supervision) — an advance and staged payments as agreed by the parties.

6.6. If payment is overdue by more than 14 days, the Provider may suspend the provision of services (including subscription visits) until the debt is settled, after notifying the Client. Statutory default interest applies in accordance with Slovenian law.

6.7. For confirmed orders, the price fixed in the Offer applies. For Subscriptions, the price is fixed for the subscription term (Clause 9.2).

7. Client's Obligations and Representations

7.1. The Client represents that they are the owner of the Property or hold proper authority to order services in respect of the Property (owner's consent, power of attorney, etc.). The Client bears responsibility for the accuracy of this representation.

7.2. The Client undertakes to:

• provide accurate information about the Property and the task, including known defects and particularities (condition of building systems, leaks, faulty electrics, etc.);
• ensure the agreed means of access to the Property;
• report circumstances affecting the safety of the work;
• respond in a timely manner to requests requiring their decision;
• pay for services on time.

7.3. If a service cannot be performed for reasons on the Client's side (access not provided, key does not fit, obstacles at the Property that were not disclosed), the visit is deemed to have taken place and is payable in the amount provided for such a case in the Offer or, absent such a provision, in the amount of the agreed visit price.

8. Keys, Codes and Access to the Property

8.1. The Client's keys are kept in a secure safe with restricted access and are labelled with an internal code with no public link to the Property's address. Codes (safes, code locks, alarm systems) are stored in encrypted form separately from address data.

8.2. The receipt and return of keys are recorded in writing (a record or confirmation in the Communication Channel with photo documentation).

8.3. Keys are handed over to third parties (guest, tenant, contractor) only upon the Client's prior written instruction in the Communication Channel. The Provider records the handover and return. The Provider is not responsible for the actions of third parties who received keys on the Client's instruction.

8.4. If a key is lost through the Provider's fault, compensation is agreed with the Client; the standard remedy is replacement of the relevant lock at a reasonable market cost.

8.5. The Client may collect their keys at any time. Return of keys upon termination of a subscription — Clause 9.6.

9. Subscriptions

9.1. The composition of the Property Care subscription packages (Basic, Standard, Premium), Key Holding, and subscription formats of cleaning and garden care is described on the respective service pages and recorded in the Service Agreement.

9.2. The standard term of a Property Care subscription is 6 or 12 months; the agreed price is fixed for the term. Other terms — by arrangement. Upon expiry, the subscription renews automatically for the same term unless either party states otherwise no later than 30 days before the end of the term.

9.3. A package upgrade is possible at any time from the start of the next billing month. A downgrade during the subscription term is not available.

9.4. Unused included hours and visits do not carry over to the next period unless otherwise agreed.

9.5. Termination by the Client: 30 days' notice before the next billing period — without penalty; on termination during a paid period, a pro-rata refund is made for unused full days. For Key Holding, the notice period is 14 days.

9.6. Upon termination of a subscription, the Provider returns all keys, codes, and documents of the Client in an agreed manner; after their return, the parties' financial obligations end (except unpaid invoices).

9.7. The Provider may terminate a subscription with 30 days' notice, and in case of a material breach by the Client (payment overdue by more than 30 days, untrue representations, threat to staff safety) — with 7 days' notice.

10. Cancellation, Rescheduling, No-Show

10.1. Cancellation or rescheduling of an agreed visit/one-off service:

• 72 hours or more in advance — free of charge; any advance payment is refunded in full;
• less than 72 hours but no later than 24 hours in advance — 50% of the agreed service price is retained;
• less than 24 hours in advance, or failure to provide access without notice — the full agreed price of the service is retained.

10.2. Cancellation by the Provider (illness, force majeure, weather conditions for outdoor work) — the Client is offered, at their choice, rescheduling to the nearest available time or a full refund of the advance payment.

10.3. Refunds are made by bank transfer without undue delay to the account details provided by the Client; in case of a consumer's withdrawal from the contract (Section 11) — within the period prescribed by law.

11. Consumer's Right of Withdrawal (14 Days)

11.1. If the Client is a consumer (a natural person acting outside the scope of business activity) and the contract was concluded at a distance, the Client may withdraw from the contract within 14 days of its conclusion without stating reasons (Slovenian Consumer Protection Act, ZVPot-1) by sending an unequivocal statement to hello@domcare.si.

11.2. If the Client asks the Provider to begin performing the service before the 14-day period expires, the Client expressly agrees that:

• upon withdrawal after performance has begun, they will pay a proportionate part of the services actually provided;
• once the service has been fully performed before the period expires, the right of withdrawal is lost.

By confirming an Offer with a performance date earlier than the expiry of the 14-day period, the Client gives such express consent.

11.3. The right of withdrawal does not apply in other cases provided for by ZVPot-1.

12. Quality, Warranties, Complaints

12.1. The Provider performs services in good faith, with due professional care, and within the agreed scope.

12.2. Warranties by service type:

• Handyman & repairs — 30 days on completed work: a defect caused by the Provider's error is remedied free of charge. The warranty does not cover natural wear and tear, improper use, defects or wear of parts and materials not attributable to the Provider, or work requiring a licence that was not performed by the Provider.
• Cleaning — quality complaints within 24 hours after the cleaning: the Provider remedies the deficiencies free of charge with a repeat visit.
• Other services — deficiencies reported within a reasonable time are remedied at the Provider's expense or compensated.

12.3. Complaints procedure: complaints are sent to hello@domcare.si or via the Communication Channel with a description and, where possible, photos. Consumer complaints are handled in the manner and within the time limits established by the laws of the Republic of Slovenia (ZVPot-1).

12.4. "Before/after" photo reports are the Provider's standard practice and are accepted by the parties as evidence of the condition of the Property and the scope of work performed.

13. Provider's Liability

13.1. The Provider is liable for damage to the Property and the Client's belongings caused by culpable acts of the Provider or its staff in the course of providing services.

13.2. The Provider is not liable for:

• hidden defects of the Property that existed before the work began and were unknown to the Provider;
• consequences of inaccurate or incomplete information provided by the Client;
• acts of third parties not engaged by the Provider (the Client's contractors, tenants, guests, persons who received keys on the Client's instruction);
• the results of work by external contractors under the Contractor Support service: the Provider's role is limited to access, documentation, and reporting; the Provider is not a party to the Client's contract with the contractor;
• the Client's decisions made on the basis of reports under the Buyer Assistance (viewing and purchase support) service: the Provider conveys factual observations and does not replace a licensed engineer, valuer, or lawyer;
• events at the Property between visits under a subscription: a subscription means periodic checks, not continuous guarding of the Property.

13.3. Unless mandatory provisions of law provide otherwise, the Provider's total liability per order is limited to the amount paid for the relevant service, and under a subscription — to the payments made over the last 12 months. The Provider is not liable for indirect losses (lost profit, loss of rental income, etc.).

13.4. The limitations in Clauses 13.2–13.3 do not apply in cases of intent or gross negligence of the Provider, or in other cases where a limitation of liability is not permitted by law.

14. Urgent Situations

14.1. The Provider responds to urgent requests as actually possible. Priority indications mentioned in package descriptions are target guidelines, not guaranteed times: the actual response and visit depend on availability, location, and the nature of the situation and are not subject to any guarantee.

14.2. Where there is a justified threat of serious damage (burst pipe, gas leak, break-in), the Provider may take urgent reasonable measures (shutting off water, calling emergency services or the police) without prior agreement, notifying the Client immediately. Reasonable costs incurred are reimbursed by the Client.

15. Engagement of Third Parties

The Provider may engage trusted subcontractors for particular work, remaining liable to the Client for their work as for its own. This does not apply to contractors selected and engaged by the Client.

16. Confidentiality and Personal Data

16.1. All information about the Property (address, codes, keys, condition, contents) is confidential. Access is limited to staff directly working at the Property.

16.2. Personal data is processed in accordance with the GDPR and the Privacy Policy, which is a separate document.

16.3. Photo and video materials of the Property are used only for reports to the Client and internal documentation; publication (including in a portfolio) requires the Client's separate written consent.

17. Force Majeure

The parties are released from liability for non-performance caused by force majeure (natural disasters, war, epidemics, government restrictions, large-scale infrastructure failures). The party affected by such circumstances must notify the other party immediately. Obligations are suspended for the duration of the circumstances; if they last more than 60 days, either party may withdraw from the contract without penalty.

18. Amendments to the Terms

18.1. The Provider may amend these Terms. A new version is published on the website, indicating the version and the effective date, at least 30 days in advance.

18.2. Active subscribers are additionally notified via the Communication Channel. If an amendment materially worsens a subscriber's position, the subscriber may terminate the subscription before the amendment takes effect, without penalty and with a pro-rata refund.

18.3. Each order is governed by the version of the Terms in force at the time the contract was concluded. An archive of versions is available on request.

19. Governing Law, Disputes, Supervision

19.1. These Terms are governed by the law of the Republic of Slovenia.

19.2. The parties shall first seek to resolve disputes by negotiation. Complaints procedure — Clause 12.3.

19.3. Disputes are heard by the competent court in Ljubljana, Slovenia. For consumers, this does not limit the jurisdiction provided for by mandatory rules (including an EU consumer's right to sue in the courts of their place of residence).

19.4. Out-of-court resolution of consumer disputes (IRPS): in accordance with the Slovenian Out-of-Court Resolution of Consumer Disputes Act (ZIsRPS), the Provider declares that it does not recognise any out-of-court consumer dispute resolution provider as competent for disputes that a consumer may initiate in connection with these Terms.

19.5. Supervisory authority for personal data protection: Informacijski pooblaščenec, Dunajska cesta 22, 1000 Ljubljana, gp.ip@ip-rs.si.

20. Final Provisions

20.1. The invalidity of any individual provision does not affect the validity of the remaining provisions; an invalid provision is replaced by the closest permissible one in meaning.

20.2. The Provider's non-exercise of any right under these Terms does not constitute a waiver of it.

20.3. Language versions of the Terms are published for convenience; the legally binding version is the Slovenian one [until its publication — the Russian working version].

20.4. Questions about the Terms: hello@domcare.si.