Cancellation, Refund and Delivery Policy

This Policy applies to services and artworks booked or purchased through the MOON ROOM website. MOON ROOM is a brand of THE MOON PERSPECTIVE.

This Policy covers:

• in-person workshops

• private exhibition visits

• consultations

• other events and services held at a specified date and time

• purchases of artworks.

By purchasing an artwork or booking a service, the customer confirms that they have read and accepted this Policy.

Cancelling a booking

If you wish to cancel a booking, please notify us as soon as possible by emailing info@moonroom.gallery.

Your message must include:

• the full name of the person named on the booking

• the order or booking confirmation number

• the name of the booked service

• the date and time of the booking.

A cancellation request is considered received when THE MOON PERSPECTIVE receives the email.

In-person workshops and events

As places at workshops are limited, the following cancellation terms apply:

1. If you cancel at least seven calendar days before the workshop begins, you are entitled to a full refund.

2. If you cancel less than seven days but at least 48 hours before the workshop begins, you may transfer your payment once to another available date or use it as credit towards another MOON ROOM service.

3. If you cancel less than 48 hours before the workshop begins or fail to attend, no refund will be provided.

4. If you are unable to attend, you may transfer your place to another person, provided that you notify MOON ROOM in advance.

Private exhibition visits

You may cancel or request to reschedule a private exhibition visit no later than 48 hours before its scheduled start time.

In this case, you may choose:

• a full refund; or

• a one-time change of date, subject to availability.

No refund will be provided for cancellations made less than 48 hours before the scheduled visit or in the event of non-attendance.

Consultations

You may cancel or request to reschedule a consultation no later than 48 hours before its scheduled start time.

A consultation cancelled within the permitted period may be fully refunded or transferred once to another available date.

If a consultation is cancelled less than 48 hours before the scheduled time or the client fails to attend, THE MOON PERSPECTIVE reserves the right to charge the full consultation fee.

If, at the customer’s express request, the consultation begins before the expiry of the statutory withdrawal period, the customer must pay a proportionate amount for the service provided up to the time of withdrawal.

Once the service has been fully performed with the customer’s prior express consent and acknowledgement that they will lose their right of withdrawal, no refund will be provided.

Right to withdraw from a service contract

As a general rule, a consumer has the right to withdraw from a service contract concluded at a distance within 14 days of entering into the contract, without giving a reason, except where this right is excluded by law.

The right of withdrawal may be excluded for services relating to leisure activities where the contract provides for a specific date or period of performance. This may apply in particular to workshops, private exhibition visits, and other events booked for a specific time and subject to limited capacity.

Irrespective of this statutory exclusion, MOON ROOM permits cancellations, rescheduling, or refunds under the conditions set out in this Policy.

To exercise the right of withdrawal, you must send an unequivocal statement of withdrawal to info@moonroom.gallerybefore the applicable period expires.

Cancellation or rescheduling by MOON ROOM

THE MOON PERSPECTIVE reserves the right to cancel or reschedule a workshop, private visit, consultation, or other service due to the facilitator’s illness, insufficient participant numbers, force majeure, or other justified circumstances.

If MOON ROOM cancels a service, the customer may choose:

• a full refund

• transfer of the booking to another available date; or

• credit equal to the amount paid.

If the alternative date offered is unsuitable, the customer is entitled to request a full refund.

THE MOON PERSPECTIVE is not responsible for additional costs incurred by the customer in connection with attending an event, such as travel, accommodation, or parking costs, unless otherwise required by mandatory law.

Purchasing artworks

The purchase of an artwork is final. THE MOON PERSPECTIVE does not offer refunds or exchanges due to a change of mind, an incorrect choice, or other subjective reasons.

This does not exclude any rights granted to the customer under mandatory law, including the right to withdraw from the contract where applicable and the customer’s rights where an artwork is damaged, defective, or incorrectly delivered.

The statutory right of withdrawal may not apply to an artwork made to the customer’s specifications, clearly personalised, or specially commissioned for the customer.

Before purchasing, the customer must carefully review the available photographs, description, dimensions, materials, and other stated characteristics of the artwork.

As the artworks are original or handmade, minor irregularities, evidence of the making process, and variations in colour or texture resulting from the materials, production process, lighting, or screen display are not considered defects.

Delivery of artworks

Delivery of an artwork is arranged individually with the customer.

Delivery costs are not included in the price of the artwork unless expressly stated otherwise in relation to a particular work.

Delivery costs are calculated separately, depending on:

• the dimensions and weight of the artwork

• the type and complexity of the packaging

• the delivery address and method

• any special handling requirements

• whether shipment insurance is required

• whether installation or other additional services are required.

THE MOON PERSPECTIVE will provide the customer with a delivery cost estimate before arranging delivery. Delivery will be arranged only after the customer has accepted the proposed price and delivery method.

The delivery period is agreed individually and may depend on the artwork’s availability, packaging requirements, the selected delivery service, and the destination.

The customer must inspect the external condition of the packaging upon delivery. If there is visible damage to the packaging or artwork, it must be recorded immediately with the delivery provider, photographed, and reported without delay to info@moonroom.gallery.

The report must include:

• the customer’s full name

• the order number

• a description of the damage

• photographs of the artwork

• photographs of the external and internal packaging.

THE MOON PERSPECTIVE will assess the report and resolve the matter in accordance with applicable law and the agreed delivery terms.

If the customer arranges transport independently or collects the artwork in person, responsibility for the artwork passes to the customer upon collection, without prejudice to any rights granted to the customer under mandatory law.

Refund method and timescale

Approved refunds will be issued without undue delay and no later than 14 days from the date on which the refund is approved or, where applicable, from the date on which a valid notice of withdrawal is received.

The refund will be made using the same payment method used for the purchase unless another method has been expressly agreed with the customer. The customer will not incur any additional fee for receiving the refund.

If a refund cannot be made using the original payment method, the customer will be required to provide:

• the account holder’s full name

• the IBAN

• the name of the bank, if required to process the refund.

The time required for the refund to appear in the customer’s account may depend on the bank, card issuer, or other payment service provider.

Vouchers and gift bookings

If a service or artwork was purchased as a gift, an approved refund will be issued to the person who made the purchase using the original payment method.

Vouchers and approved credit cannot be exchanged for cash unless a cash refund is required by applicable law.

Written complaints

If you believe that a service or artwork has not been provided in accordance with its description, booking confirmation, agreed terms, or applicable law, you may submit a written complaint to info@moonroom.gallery.

The complaint must include:

• the customer’s full name

• the order or booking number

• a description of the reason for the complaint

• any relevant photographs, documents, or other information.

THE MOON PERSPECTIVE will acknowledge receipt of the written complaint without delay and provide a written response within 15 days of receiving it.

Contact and trader information

For all enquiries, booking cancellations, requests to reschedule, refund requests, or written complaints, please contact:

MOON ROOM
A brand of THE MOON PERSPECTIVE
Proprietor: Martina Zelenika
Registered address: Ivanečka 13, 10000 Zagreb, Croatia
Croatian Personal Identification Number (OIB): 27002296205
Email: info@moonroom.gallery
Telephone: +385 (0)91 739 7627

Registration: THE MOON PERSPECTIVE is registered in the Croatian Register of Trades and Crafts.

VAT status: THE MOON PERSPECTIVE is not registered for VAT. VAT has not been charged pursuant to Article 90(2) of the Croatian Value Added Tax Act.

In this Policy, “MOON ROOM” refers to the brand and activities operated by THE MOON PERSPECTIVE.

This Policy does not limit or exclude any rights granted to consumers under the mandatory provisions of applicable law.