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Buyer Policy

Iselino – Buyer Policy

Last updated: November 2025

This Buyer Policy (“Policy”) governs the rights and obligations of users who purchase services (“Buyers”) on Iselino, operated by Fina Group d.o.o., Ulica Rista Lekica bb, 85000 Bar, Montenegro (“Iselino”, “we”, “us”).

By placing an order, Buyers agree to this Policy and the Platform Terms & Conditions.

1. General Overview

Iselino connects independent Sellers with Buyers. Iselino acts solely as an intermediary and does not provide, guarantee, or supervise the services offered.

2. Account Requirements

To use the platform, Buyers must:

  • Be at least 18 years old
  • Create a valid Iselino account
  • Provide accurate billing and payment information
  • Maintain account confidentiality and security

3. Ordering Services

  • Browse and order services through the platform
  • Full payment is processed at order placement
  • Sellers are notified and must confirm or start work as described
  • All order-related communication must occur within Iselino’s messaging system

4. Payments

  • Payments are processed securely through authorized payment providers
  • Total prices, including fees and taxes where applicable, are displayed before confirmation
  • Funds are held temporarily until order completion or dispute resolution

5. Order Completion

An order is considered complete when:

  • The Seller delivers the service, and
  • The Buyer confirms satisfaction

If the Buyer does not respond within the system-specified period (typically 5 days after delivery), the order may be automatically marked as completed.

6. Cancellations

  • Buyers may cancel an order before the Seller starts work
  • After work begins, cancellation is possible only if both parties agree
  • Refunds are processed within 5–10 business days once approved

7. Refund Eligibility

Buyers may be eligible for a refund if:

  • The Seller fails to deliver the service
  • The service is materially different from the description
  • The Seller becomes unresponsive

Refunds are made to the original payment method. Partial refunds may apply for partial service completion.

8. Disputes

  • Attempt direct resolution with the Seller first
  • If unresolved, contact support@iselino.com with the order ID
  • Iselino may review evidence and mediate disputes
  • Decisions aim for fair resolution but are final to the extent permitted by law

9. Prohibited Buyer Behavior

Buyers may not:

  • Request free services or samples
  • Pay outside Iselino
  • Use abusive, threatening, or offensive language
  • Post false or misleading reviews
  • Request illegal or prohibited services

Violation may result in account suspension or termination.

10. Reviews and Feedback

  • Reviews must be honest, respectful, and based on genuine experience
  • Manipulating or incentivizing reviews is prohibited
  • Iselino reserves the right to remove inappropriate reviews

11. Responsibility and Liability

  • Iselino does not guarantee service quality, legality, or completion
  • Buyers are responsible for determining suitability of services
  • Liability is limited as described in the Platform Terms & Conditions

12. Taxes

  • Buyers are responsible for applicable taxes, duties, or fees in their jurisdiction
  • For EU Buyers, VAT may apply on certain transactions per EU VAT rules

13. Governing Law & Jurisdiction

This Policy is governed by the laws of Montenegro.
Any disputes shall be subject to the exclusive jurisdiction of courts in Bar, Montenegro.

14. Contact

Fina Group d.o.o.
Ulica Rista Lekica bb
85000 Bar, Montenegro
📧 support@iselino.com
Response time: 24 hours, Monday–Friday, CET

End of Buyer Policy