Rowomat Terms of Service

A ticket taken at the kiosk or branch is free. If a price is shown before online issuance, that fee is paid to Rowomat for the immediate reservation of a place in the virtual queue and issuance of a digital queue ticket. It is not payment for the service supplied by the selected organization or branch. The organization or branch sets the price and terms of that separate service and is responsible for its quality and delivery, unless checkout expressly states otherwise.

When online payment applies, checkout shows the total amount charged by Rowomat, its currency and all applicable mandatory components before payment is confirmed. Rowomat does not add a separate card or Stripe fee to that displayed amount. The organization or branch service price is not included. Stripe provides the secure payment page and processes the transaction; Stripe does not set Rowomat's price, determine refund eligibility or make the refund decision.

The ticket is valid only for the selected branch and service. It reserves a place in the queue, but it is not an appointment, a promise of a specific start time or a guarantee of a particular wait. Its position and estimated time may change with the actual flow of work. The customer must follow the notifications and report to the branch within the time shown after the ticket is called.

Notifications required for the ticket may be sent to the entered email address or mobile number through a channel enabled for the selected branch; SMS is sent only where it is configured and active. They may include issuance confirmation, position or estimate changes when enabled, calls, repeated calls, cancellation and completion. No new queue-progress messages are created after a terminal status, but a final or already-sent message may still be delivered. These notifications are not promotional messages.

By confirming payment, you request Rowomat to begin and complete the place reservation immediately and issue the ticket. The customer may cancel the ticket through the available link, and the branch may mark it as missed or cancelled if the customer does not respond within the displayed time. To the extent permitted by applicable law, Rowomat does not provide a voluntary refund after ticket issuance for customer cancellation, no-show or change of mind. This restriction does not affect mandatory legal rights.

If payment is confirmed but Rowomat cannot issue the paid ticket because the branch, service or queue is unavailable, or because of a material technical failure, the full Rowomat charge will be refunded. We will correct a confirmed duplicate charge by refunding it, and a suspected unauthorized charge should be reported immediately to both Rowomat and the card issuer. If the paid reservation materially differs from its description, contact us so we can investigate and provide any remedy required by applicable law.

An approved refund is sent to the original payment method. Rowomat initiates it without undue delay, but when the funds appear depends on Stripe, the card network, card issuer or bank and is not under Rowomat's direct control.

These terms do not exclude, restrict or replace rights that cannot lawfully be excluded. This includes applicable consumer guarantees and remedies under the Australian Consumer Law for Australian consumers, and applicable European Union and Croatian consumer rights. If mandatory local law provides more favourable protection, that protection applies.

For a refund, duplicate or unauthorized charge, technical failure or other complaint, contact hello@rowomat.com and include the branch, ticket number and payment receipt if available. We will respond to a written complaint from a Croatian consumer within 15 days of receipt, as required by applicable law.