Terms of Service

1. About these terms

These Terms of Service govern the use of the Held platform (heldtables.com) and table reservations and ticket purchases made through it. The platform is operated by TEHNO GRUPA d.o.o. (“Held”, “we”). By making a reservation you accept these Terms and the venue’s table conditions shown before payment (section 4). How we handle personal data is described in the separate Privacy Policy.

2. What Held is and who provides what

Held is an online platform connecting guests with bars, clubs, festivals and event organisers (“venues”). The venue publishes its tables, dates and conditions; you book and pay through the platform.

• The venue is the seller of the table, deposit, ticket and on-site service — the table, food and drink service, entry, programme, security and house rules. Your contract for these is with the venue, which is responsible for the service and its quality.
• Held concludes that contract with you in the name and on behalf of the venue, as its agent, and collects the deposit and ticket price in the venue’s name. In its own name it also provides the booking service — availability, taking the reservation, payment, confirmation and notifications — for which it charges a platform fee.

The service is an information society service under the Croatian E-Commerce Act. Provider details are in the Impressum at the bottom of this page.

3. Age requirement

Only adults (18+) may make a reservation. The venue may ask for ID on arrival and refuse entry to anyone under 18, in line with the law and its house rules.

4. Reservation, price and table conditions

Before you pay, the reservation summary clearly shows:

• Deposit — an amount set by the venue. The deposit is a spending credit: on the day of the reservation the venue credits it against your food and drink bill. Any unused part is not refunded or paid out in cash, unless the venue’s table conditions say otherwise.
• Platform fee — Held’s fee for the booking service, shown separately (per person the table is booked for). It is not credited against your bill at the venue.
• Drink selection — where the venue uses it, you pick your bottles when booking (or “Not sure yet”) so the venue can have them ready. You pay for the drinks on site; online only the deposit and the platform fee are charged.
• Table conditions — the venue’s own conditions (e.g. minimum spend, arrival time, dress code). Where a venue has them, they are shown before payment and form part of your agreement with the venue.

All prices are in euros (EUR) and final — there are no payment surcharges.

5. How the contract is concluded (E-Commerce Act)

• Steps: choose the venue and date (and seating, if the venue has them) → choose a table → enter your contact details → review the summary and total → pay via Stripe. The table is held for you while you complete payment.
• When it is concluded: the reservation is confirmed once Stripe confirms the payment. We email you a confirmation with your reservation reference.
• Correcting errors: you can correct your details at every step before payment. After that, contact [email protected].
• Storage: we store the confirmation and reservation details; they are available through the link in your confirmation and on request.
• Languages: Croatian and English. Codes of conduct: we are not bound by any code of conduct.

6. Payment

Card payments are processed by Stripe Payments Europe, Limited (1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland), an authorised payment institution. You enter card details directly with Stripe; Held never receives or stores them.

You pay in a single transaction: the deposit and ticket price belong to the venue and are passed on to it through Stripe, and the platform fee goes to Held.

7. Cancellation by the guest

You can cancel your reservation at any time before the event starts, using the link in your confirmation. Cancelling frees the table for other guests.

The deposit, ticket price and platform fee are not refunded when you cancel or do not show up, unless the venue’s conditions expressly provide for a refund.

8. 14-day right of withdrawal

Under Art. 86(12) of the Croatian Consumer Protection Act (OG 19/22), implementing Art. 16(l) of Directive 2011/83/EU, the statutory 14-day right of withdrawal does not apply to leisure and catering services where the contract provides for a specific date or period of performance. A table reservation or ticket is always for a specific date, so this right does not apply to it.

9. Cancellation or changes by the venue

If the venue cancels the event or seating, closes, or cannot provide the reserved table, you are entitled to a full refund of the deposit or ticket price (for one cancelled day of a multi-day event, under the rules shown at purchase), or — if the venue offers it and you agree — to move the reservation to another date. The platform fee pays for the booking service, which was provided, and is not refunded. Refunds go back to the same payment method at the moment of cancellation; depending on your bank they show up within 5 to 10 working days. We notify you of the cancellation by email.

Changes to the programme, performers or event schedule are the venue’s responsibility.

10. Receipts

We issue a receipt for your payment in line with Croatian fiscalisation rules — for the deposit and ticket in the name and on behalf of the venue, with the venue’s name and OIB — and email it to you. TEHNO GRUPA d.o.o. is not registered for VAT (Art. 90 of the Croatian VAT Act), so no VAT is charged on the platform fee. If you need an invoice made out to a company (R1), enter the company’s OIB, name and address before paying — it cannot be issued afterwards.

11. Arrival and house rules

The venue’s house rules apply on site. The venue may refuse entry to or remove a guest who disturbs order or safety, ignores staff instructions, brings prohibited items or does not meet the entry conditions (e.g. age). In these cases you are not entitled to a refund. If you arrive late, the venue may give the table to other guests in line with its table conditions.

12. Liability

Held is responsible for the booking and payment service working properly. The venue is responsible for the on-site service (food, drink, programme, security, guests’ belongings). We are not liable for temporary unavailability of the platform due to maintenance or force majeure, or for the consequences of incorrect details you entered.

Nothing in these Terms excludes or limits liability for damage caused intentionally or through gross negligence, or any rights you have as a consumer under mandatory law.

13. Intellectual property

The platform, its design, software and the Held name belong to TEHNO GRUPA d.o.o.. Venue content (names, photos, descriptions, menus) belongs to the venues. Copying or automated scraping of content without written permission is not allowed.

14. Complaints and disputes

You can submit a complaint in writing to [email protected] or to the address in the Impressum. We reply in writing within 15 days of receipt. Complaints about the venue’s service are forwarded to the venue.

You may also try to resolve a dispute out of court. The alternative consumer dispute resolution body is the Mediation Centre of the Croatian Chamber of Economy (Rooseveltov trg 2, 10000 Zagreb, hgk.hr/centar-za-mirenje), and we are willing to take part in mediation there.

15. Governing law and jurisdiction

These Terms are governed by Croatian law. The competent court in Rijeka has jurisdiction. If you are a consumer, you keep the protection of the mandatory law of your country of habitual residence and the right to bring proceedings before its courts.

16. Changes

We may change these Terms. A reservation is governed by the Terms in force when it was paid. The date of the last change is shown at the top of this page. If any provision is invalid, the rest remain in force.

Impressum

Service provider under the Croatian E-Commerce Act: