1.1. Ovaj dokument definiše uslove i postupak za povrat sredstava korisnicima aplikacije Korak, u vlasništvu Zbor MNE DOO, sa sedištem na adresi Janka Đonovića 40, 81000 Podgorica, PIB: 03506177 (u daljem tekstu „Pružalac usluge").
1.2. Aplikacija Korak naplaćuje naknadu za uslugu povezivanja klijenata sa diplomiranim psihoterapeutima i psihoterapeutima pod supervizijom. Naknada je jednaka ceni prve psihoterapijske seanse kod odabranog terapeuta i u celosti pripada aplikaciji Korak kao naknada za posredovanje, marketinške i administrativne usluge.
1.3. Povrat sredstava klijentu moguć je isključivo u slučajevima i pod uslovima koji su taksativno navedeni u ovom dokumentu.
2.1. Korisnik (klijent) ima pravo na potpuni povrat uplaćenih sredstava u sledećim slučajevima:
2.2. U navedenim slučajevima, povrat se vrši u punom iznosu uplaćene naknade, nakon što Pružalac usluge proveri opravdanost zahteva.
2.3. Odluku o povratu sredstava donosi Pružalac usluge na osnovu podataka iz sistema i dostavljenih dokaza.
2.4. Otkazivanje zakazane seanse od strane klijenta: Budući da zakazanu seansu nije moguće otkazati direktno u aplikaciji, klijent koji želi da otkaže zakazanu prvu seansu obraća se na support@korak.to. Pružalac usluge razmatra svaki takav zahtev pojedinačno i odluku o eventualnom povratu sredstava donosi po sopstvenoj proceni, uzimajući u obzir okolnosti otkazivanja (uključujući i njegovu blagovremenost, u skladu sa tačkom 3.2). Povrat u ovom slučaju nije zagarantovan.
3.1. Povrat sredstava klijentu ne može se ostvariti u sledećim slučajevima:
3.2. Posebno pravilo o kasnom otkazivanju i nepojavljivanju klijenta:
Ukoliko klijent otkaže prvu seansu u roku kraćem od 24 sata pre zakazanog termina, ne pojavi se na zakazanoj seansi ili ne obezbedi adekvatne tehničke uslove za online rad sa svoje strane (stabilna internet veza, ispravan uređaj), povrat novca klijentu nije moguć.
U tom slučaju, uplaćena sredstva se trajno zadržavaju i transformišu u platformski kredit koji se dodeljuje oštećenom terapeutu kao naknada za rezervisano vreme, u skladu sa tačkom 5.5 Opštih uslova poslovanja.
4.1. Ukoliko terapeut ne održi zakazanu prvu seansu (nepojava terapeuta), klijent ima pravo da izabere jednu od dve opcije:
4.2. Klijent je dužan da nepojavljivanje terapeuta prijavi putem e-mail adrese support@korak.to najkasnije u roku od 48 sati od nesuđenog termina. Terapeut koji se učestalo ne pojavljuje na zakazanim seansama biće trajno isključen sa platforme Korak.
5.1. Zahtev za povrat sredstava podnosi se isključivo elektronskim putem kroz:
5.2. Zahtev mora da sadrži sledeće podatke: ime i prezime korisnika, e-mail adresu povezanu sa korisničkim nalogom, tačan datum i iznos transakcije, detaljan razlog za podnošenje zahteva, kao i relevantne dokaze (snimak ekrana/screenshot komunikacije, e-mail prepisku sa terapeutom i slično).
5.3. Zahtev se mora podneti najkasnije u roku od 30 dana od datuma sporne transakcije. Neblagovremeni zahtevi neće biti uzeti u razmatranje.
6.1. Pružalac usluge će potvrditi prijem zahteva za povrat e-mailom u roku od 2 radna dana od dana prijema.
6.2. Odluka o opravdanosti zahteva za povrat biće doneta u roku od 10 radnih dana od dana prijema kompletnog zahteva sa svim dokazima.
6.3. Korisnik će o donošenju odluke i njenom ishodu biti obavešten putem registrovane e-mail adrese.
6.4. U slučaju odobrenja zahteva, povrat sredstava se vrši isključivo preko iste platne kartice i platnog puta kojim je izvršeno prvobitno plaćanje (putem platnog procesora Monri). Sredstva će biti vraćena na račun korisnika u roku od 14 radnih dana od dana zvaničnog odobrenja zahteva, u zavisnosti od poslovne banke izdavaoca kartice.
6.5. Ukoliko povrat na originalni platni metod iz tehničkih razloga ili više sile nije moguć, Pružalac usluge će se dogovoriti sa korisnikom o alternativnom, zakonski dozvoljenom načinu prenosa sredstava.
7.1. Ukoliko korisnik nije zadovoljan odlukom kojom se zahtev za povrat odbija, ima pravo da podnese prigovor u roku od 7 dana od dana prijema obaveštenja o odluci.
7.2. Prigovor se podnosi u pisanoj formi na e-mail adresu: support@korak.to, uz navođenje dodatnih argumenata ili dokaza koji prethodno nisu uzeti u obzir.
7.3. Pružalac usluge će ponovo ispitati ceo slučaj i doneti konačnu i neopozivu odluku u roku od 10 radnih dana od dana prijema prigovora.
8.1. Pružalac usluge zadržava pravo izmene i dopune ovih Uslova za povrat sredstava. Korisnici će o izmenama biti blagovremeno obavešteni putem aplikacije.
8.2. Na sve odnose i sporove koji nastanu u vezi sa povratom sredstava primenjuje se merodavno pravo Crne Gore.
8.3. U slučaju da se eventualni spor između korisnika i Pružaoca usluge ne može rešiti mirnim putem, ugovara se mesna nadležnost suda u Podgorici.
8.4. Ovi Uslovi stupaju na snagu dana 19.07.2026. godine.
1.1. This document defines the conditions and procedure for issuing refunds to users of the Korak application, owned by the company Zbor MNE DOO, with its registered headquarters at Janka Djonovica 40, 81000 Podgorica, PIB: 03506177 (hereinafter referred to as the "Service Provider").
1.2. The Korak application charges a fee for the service of connecting clients with graduated psychotherapists and psychotherapists under supervision. The fee is equal to the price of the first psychotherapeutic session with the selected therapist and belongs entirely to the Korak application as a fee for mediation, marketing, and administrative services.
1.3. A refund to the client is possible exclusively in the cases and under the conditions explicitly listed in this document.
2.1. The user (client) has the right to a full refund of the paid funds in the following cases:
2.2. In the specified cases, the refund is issued in the full amount of the paid fee, after the Service Provider verifies the validity of the request.
2.3. The decision regarding the refund is made by the Service Provider based on system data and the submitted evidence.
2.4. Cancellation of a scheduled session by the client: Since a scheduled session cannot be cancelled directly in the app, a client who wishes to cancel a scheduled first session contacts support@korak.to. The Service Provider reviews each such request individually and decides on any refund at its own discretion, taking into account the circumstances of the cancellation (including its timeliness, in accordance with section 3.2). A refund in such cases is not guaranteed.
3.1. A refund to the client cannot be realized in the following cases:
3.2. Special rule on late cancellation and client non-appearance:
If the client cancels the first session less than 24 hours before the scheduled time, fails to appear at the scheduled session, or fails to provide adequate technical conditions for online work on their end (stable internet connection, functioning device), a refund to the client is not possible.
In that case, the paid funds are permanently retained and transformed into platform credit awarded to the affected therapist as compensation for the reserved time, in accordance with section 5.5 of the General Terms and Conditions.
4.1. If the therapist does not hold the scheduled first session (therapist non-appearance), the client has the right to choose one of two options:
4.2. The client is obliged to report the therapist's non-appearance via email to support@korak.to no later than 48 hours from the missed session. A therapist who repeatedly fails to appear for scheduled sessions will be permanently excluded from the Korak platform.
5.1. A refund request is submitted exclusively electronically via:
5.2. The request must contain the following information: the user's first and last name, the email address associated with the user account, the exact date and amount of the transaction, a detailed reason for submitting the request, as well as relevant evidence (screenshot of communication, email correspondence with the therapist, etc.).
5.3. The request must be submitted within a maximum of 30 days from the date of the disputed transaction. Late requests will not be taken into consideration.
6.1. The Service Provider will confirm receipt of the refund request via email within 2 working days of receipt.
6.2. The decision on the validity of the refund request will be made within 10 working days from the receipt of the complete request with all evidence.
6.3. The user will be notified of the decision and its outcome via their registered email address.
6.4. In the event that the request is approved, the refund is executed exclusively through the same payment card and payment path used for the initial payment (via the Monri payment processor). Funds will be returned to the user's account within 14 working days from the day of official approval, depending on the card issuer's commercial bank.
6.5. If a refund via the original payment method is impossible due to technical reasons or force majeure, the Service Provider will agree with the user on an alternative, legally permissible method of funds transfer.
7.1. If the user is not satisfied with a decision rejecting the refund request, they have the right to file an objection within 7 days from the day of receiving the notification about the decision.
7.2. The objection is submitted in writing to the email address: support@korak.to, providing additional arguments or evidence that were not previously taken into account.
7.3. The Service Provider will re-examine the entire case and make a final and irrevocable decision within 10 working days from the day of receiving the objection.
8.1. The Service Provider reserves the right to amend and supplement this Refund Policy. Users will be informed of any changes in a timely manner via the application.
8.2. The governing law of Montenegro applies to all relations and disputes arising in connection with refunds.
8.3. In the event that a potential dispute between the user and the Service Provider cannot be resolved peacefully, the local jurisdiction of the court in Podgorica is agreed upon.
8.4. These Terms enter into force on 19.07.2026.