Terms and Conditions
Last updated: August 11, 2026
1. Introduction
Welcome to SOUV.
These Terms and Conditions (“Terms”) govern:
your access to and use of the SOUV website and digital services;
the purchase of SOUV products through our online shop;
the activation and use of SOUV products;
SOUV accounts, collections and digital memory spaces;
the uploading and storage of photographs, videos, messages and other content; and
other services provided by SOUV.
SOUV is operated by:
Digital Innovations d.o.o.
Obala 2/8
20270 Vela Luka
Croatia
VAT ID: HR11234155833
Email: info@souv.app
In these Terms, “SOUV”, “we”, “us” and “our” refer to Digital Innovations d.o.o.
By creating an account, activating a SOUV, making a purchase through our online shop or otherwise using the Services, you agree to these Terms.
If you are purchasing or using SOUV as a consumer, nothing in these Terms limits any mandatory rights granted to you under applicable consumer protection law.
2. About SOUV
SOUV combines a physical keepsake with a digital memory experience.
A SOUV product may include an NFC chip, QR code or similar technology that connects the physical product to a digital experience accessible through a compatible device and web browser.
Depending on the product or edition, the digital experience may include:
A personal memory space
Photos and videos
Personal messages and notes
Timeline functionality
Location-based memories
Collections
Recap videos
Destination or partner content
Maps, recommendations or visitor information
Event or attraction information
Other functionality introduced as part of the Services
Certain SOUV editions may be developed together with destinations, museums, tourist boards, cultural institutions, attractions, events, retailers or other partners.
3. Physical Products and Digital Services
A SOUV product may combine:
a physical product; and
access to associated digital functionality.
The exact characteristics, materials, design, storage capacity and functionality of a particular SOUV product are described on the relevant product page, packaging or sales material.
Digital functionality may require:
An internet connection
A compatible smartphone, tablet or computer
A modern web browser
NFC functionality or a camera capable of scanning a QR code
A SOUV account for certain features
NFC compatibility depends on the device. Where available, the QR code provides an alternative method of accessing the digital experience.
Internet, mobile data and other telecommunications charges imposed by your provider are your responsibility.
4. Eligibility
You must be at least 16 years old to create and independently use a SOUV account.
By creating an account, you confirm that:
You are at least 16 years old
You have the legal capacity to enter into these Terms
The information you provide is accurate
Where a purchase is made by or on behalf of a minor, the person making the purchase must have the legal authority required under applicable law.
5. Accounts and Authentication
Certain SOUV functionality requires an account.
SOUV may allow account creation or authentication through services such as Google or Apple.
You are responsible for:
Maintaining control over your account
Keeping access credentials and devices secure
Providing accurate account information
Informing us of suspected unauthorised account access
You must not knowingly allow another person to access your account in a way that compromises the privacy or security of your content.
If you believe that your account has been compromised, you should contact us as soon as reasonably possible.
6. Claiming and Activating a SOUV
Each SOUV may contain a unique NFC or QR identifier that connects the physical product with its digital experience.
A SOUV may initially be unclaimed.
When you successfully claim a SOUV through the activation process, the relevant SOUV may become associated with your account.
You must not:
Attempt to claim a SOUV that you know belongs to another person
Manipulate or reproduce SOUV identifiers
Circumvent the SOUV activation or ownership system
Attempt to obtain unauthorised access to another user's memories
Use copied, fraudulent or unauthorised NFC or QR identifiers
We may investigate and correct ownership or activation issues where there is evidence of fraud, error, misuse or unauthorised access.
7. Gifting a SOUV
Certain SOUV functionality may allow a product or memory experience to be prepared as a gift.
When using gifting functionality, you are responsible for ensuring that:
You have the right to share any content included in the gift
The content is appropriate for the intended recipient
You understand that the recipient may receive access to content intentionally included in the gifted experience
The exact gifting and transfer functionality available may depend on the particular SOUV product and the current version of the Services.
8. User Content
8.1 Your Content
SOUV allows you to upload or create content including:
Photographs
Videos
Messages
Notes
Locations
Timeline information
Other personal memories
You retain ownership of the content you upload.
By uploading content to SOUV, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, technically process, format, display to you and otherwise use that content only as reasonably necessary to:
Provide the Services
Store and display your memories
Generate functionality requested by you
Operate gifting or sharing features requested by you
Maintain and secure the Services
Create backups
Provide technical support
Prevent fraud or misuse
Comply with legal obligations
This licence does not give SOUV ownership of your content.
We do not acquire the right to use your private photographs, videos or personal messages for advertising merely because you upload them to SOUV.
8.2 Your Responsibility for Content
You are responsible for content you upload.
You confirm that you have all rights and permissions necessary to upload and use the content through SOUV.
You must not upload content that:
Is unlawful
Infringes copyright, privacy, personality or other rights
Contains unlawful threats or harassment
Contains malware or malicious code
Is intended to compromise the Services
Is otherwise prohibited by applicable law
Where content includes another identifiable person, you are responsible for ensuring that your use of that content is lawful.
9. Private Memory Content
Personal SOUV memories are private by default unless you intentionally use functionality that shares them.
SOUV partners such as tourist boards, museums, destinations, events, attractions and retailers do not receive access to your private photographs, videos, messages or private memory collection merely because your SOUV is associated with their edition.
Partner editions may contain destination, institution, sponsor, event or other third-party content alongside your private memory experience.
Further information regarding personal data is available in our Privacy Statement.
10. Storage and Digital Access
Storage for the supported amount of SOUV memory content is included in the purchase price of the relevant SOUV product unless expressly stated otherwise.
No recurring subscription is required for the standard memory storage included with the purchased SOUV.
For SOUV products sold with the promise of at least 15 years of memory storage, we will provide the associated memory storage service for at least 15 years from the first activation of that SOUV, subject to these Terms and applicable law.
Our goal is to support SOUV memories for the lifetime of the product. References to lifetime support or lifetime access describe this long-term product objective; the contractual minimum storage period is the period expressly stated for the relevant SOUV product at the time of purchase.
Storage capacity, supported file types, maximum file sizes and other technical limits may vary by product and are specified in the relevant product description.
You remain responsible for maintaining independent copies of photographs, videos or other content that is particularly important to you.
11. Digital Service Updates and Changes
SOUV is an evolving digital service.
We may introduce:
New functionality
Security improvements
Performance improvements
Design changes
Updated browser or device support
New memory features
Changes necessary to comply with law
Changes required to maintain compatibility, security or service quality
We may modify digital functionality where reasonably necessary, provided that any modification is made in accordance with applicable law and does not unlawfully deprive you of functionality that forms part of your purchase.
Where a material change adversely affects your access to a digital service supplied under a consumer contract, we will provide any notice or remedy required by applicable law.
Updates necessary to maintain conformity, security or functionality may be supplied during the period in which the relevant digital service is provided.
12. Third-Party and Partner Content
Some SOUV experiences include content supplied or maintained by third parties, such as:
Tourist boards
Museums
Cultural institutions
National parks
Attractions
Events
Retailers
Destination partners
Other organisations
Such content may include opening hours, schedules, maps, recommendations, programmes, links, visitor information and other destination-related information.
We aim to provide relevant and useful content, but third-party information may change without notice.
Where information is supplied or controlled by a third party, we are not responsible for inaccuracies caused by that third party except where responsibility cannot legally be excluded.
You should verify time-sensitive information such as opening hours, transport information, ticketing conditions or event schedules directly with the relevant provider where necessary.
13. Purchases Through the SOUV Online Shop
When you purchase directly through the SOUV online shop, the seller is:
Digital Innovations d.o.o.
Obala 2/8
20270 Vela Luka
Croatia
VAT ID: HR11234155833
Products displayed in the online shop constitute an invitation to place an order.
Before placing an order, you will have an opportunity to review the selected products, quantities, delivery information and total price and to correct input errors.
By submitting an order using the checkout control indicating that the order involves an obligation to pay, you submit an offer to purchase the selected products.
A purchase contract is concluded when we electronically confirm acceptance of your order.
If payment authorisation fails, the order may not be accepted.
An automatically generated acknowledgement that we have received an order does not prevent us from cancelling an order where payment has failed, the product is unavailable, the information provided is materially incorrect or another legitimate reason prevents fulfilment.
If we cannot fulfil an accepted order, we will inform you and refund amounts paid for the affected products.
14. Prices
Prices applicable to online purchases are the prices displayed at the time the order is placed.
For consumer purchases, prices are displayed including applicable VAT unless clearly stated otherwise.
Any additional delivery charges or other applicable charges will be displayed before the order is submitted.
The total amount payable will be shown before you confirm the order.
We may change prices at any time, but changes do not affect orders already accepted.
In the event of an obvious pricing, technical or typographical error that a reasonable customer would recognise as incorrect, we may contact you before fulfilment and offer the option to proceed at the correct price or cancel the affected order.
15. Payments
Available payment methods are displayed during checkout.
Payments may be processed by third-party payment service providers.
By submitting payment information, you confirm that you are authorised to use the selected payment method.
We do not store complete payment card numbers or card security codes on our servers.
A payment may be declined or subject to additional verification by the relevant payment provider or financial institution.
Where payment has been successfully collected for an order that we subsequently cannot fulfil, the relevant amount will be refunded.
16. Delivery
Available delivery destinations, delivery methods and applicable charges are displayed through the online shop.
Estimated delivery times may be provided during checkout or in the order confirmation.
Unless a different delivery period has been agreed, consumer orders will be delivered without undue delay and within the period required by applicable consumer law.
Delivery times may be affected by circumstances outside our reasonable control, including courier disruption, customs procedures, severe weather, transport disruption or incorrect delivery information provided by the customer.
You are responsible for providing an accurate and complete delivery address.
Risk of accidental loss or damage to a consumer order passes to you when you, or a third party designated by you other than the carrier, physically receives the goods, except where applicable law provides otherwise.
17. Purchases from Third-Party Retailers
SOUV products may also be sold through museums, shops, tourist attractions, events, retailers and other independent partners.
Where you purchase a physical SOUV from an independent third-party retailer, the sales contract for the physical product is generally between you and that retailer.
The retailer's applicable purchase, payment, return and consumer procedures therefore apply to that physical retail transaction.
These Terms continue to govern your use of the SOUV digital platform and digital functionality connected with the product.
Nothing in this section affects rights you may have directly against Digital Innovations d.o.o. under mandatory law.
18. Consumer Right of Withdrawal for Online Purchases
If you are a consumer who purchases a standard SOUV product directly through our online shop, you generally have the right to withdraw from the distance sales contract without giving a reason within 14 days.
For goods, the 14-day period normally begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.
If multiple goods from one order are delivered separately, the period begins when the final relevant item or shipment is received.
To exercise the right of withdrawal, you must inform us of your decision before the withdrawal period expires.
You may do so using:
The online withdrawal function available through the SOUV website during the applicable withdrawal period
The model withdrawal form at the end of these Terms
Email
A written statement sent to our registered address
Any other clear and unequivocal statement accepted by applicable law
When the online withdrawal function is used, we will provide electronic confirmation of receipt of the withdrawal request.
19. Returning Products After Withdrawal
After notifying us that you are withdrawing from the contract, you must return the relevant goods without undue delay and no later than 14 days after the date on which you notified us of the withdrawal.
Unless we agree otherwise, products may be returned to:
Digital Innovations d.o.o.
Obala 2/8
20270 Vela Luka
Croatia
You are responsible for the direct cost of returning the goods unless:
We have agreed to bear that cost
The product is defective or incorrect and the cost must legally be borne by us
Applicable law provides otherwise
You are responsible only for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.
Activating a standard, non-personalised SOUV does not by itself remove a consumer's statutory right to withdraw from the purchase of the physical product where that right otherwise applies.
If a returned SOUV has already been activated, we may unlink, deactivate or otherwise disable the digital functionality associated specifically with the returned product as part of processing the withdrawal, subject to your rights relating to personal data and user-created content.
20. Refunds Following Withdrawal
Where you validly exercise your statutory right of withdrawal, we will refund payments received from you for the affected contract, including the cost of our least expensive standard delivery option where required by law.
Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable where applicable law permits this.
Refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.
For purchases of goods, we may withhold the refund until:
We receive the returned goods; or
You provide evidence that you have sent the goods back,
whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed and provided that you do not incur additional costs as a result.
21. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply where an exception under applicable consumer law applies.
This may include, in particular, goods that:
Are made to the consumer's individual specifications; or
Are clearly personalised for the consumer.
The exception does not apply merely because a customer selected one of the standard designs, variants or products normally offered in the SOUV shop.
Where SOUV produces a genuinely customised product based on an individual design, specification, engraving, artwork or other personalised request made specifically for the customer, the statutory withdrawal right may not apply to that customised product.
Other statutory exceptions apply where relevant.
22. Digital Content and Withdrawal
Certain SOUV functionality may constitute digital content or a digital service under applicable consumer law.
Where separately paid digital content is supplied immediately and applicable law allows the withdrawal right to be lost only after the consumer:
Expressly agrees to immediate performance;
Acknowledges that this will result in loss of the right of withdrawal; and
Receives the required contractual confirmation,
the withdrawal right will be affected only where those legal requirements have been satisfied.
Nothing in this section is intended to remove statutory rights relating to a physical SOUV product merely because its associated digital functionality has been activated.
23. Defective, Damaged or Incorrect Products
If a product purchased directly from us is:
Defective
Damaged
Not as described
Incorrect
Missing components
Otherwise not in conformity with the contract
you may have statutory rights independently of the 14-day withdrawal right.
Please contact us with your order information and, where reasonably useful, photographs or other information showing the issue.
Depending on the circumstances and applicable law, available remedies may include:
Repair
Replacement
Price reduction
Refund
Other remedies provided by law
The 14-day withdrawal right does not replace or reduce your statutory rights concerning defective or non-conforming products.
24. Legal Conformity of Goods and Digital Services
Consumer purchases are covered by the statutory rules concerning conformity and material defects applicable under Croatian and European Union consumer law.
For consumer goods, statutory protection applies for at least the minimum period required by applicable law, including the applicable minimum two-year period for conformity of goods.
Where a SOUV constitutes goods with digital elements, or where associated digital content or digital services form part of the purchase, the applicable statutory rules concerning digital content, digital services, updates and conformity also apply.
Nothing in these Terms limits these mandatory rights.
Any additional commercial warranty or service commitment offered by SOUV is provided in addition to, and does not replace, statutory consumer rights.
25. Complaints
Consumers may submit written complaints concerning products or Services by:
Email: info@souv.app
or by post to:
Digital Innovations d.o.o.
Obala 2/8
20270 Vela Luka
Croatia
You may also use the contact functionality available on the SOUV website where it permits submission of the relevant complaint.
Please provide enough information for us to identify the relevant order, SOUV or issue.
We will acknowledge and respond to written consumer complaints within the period required by Croatian consumer protection law and, in any event where the Croatian statutory consumer complaint procedure applies, within 15 days of receiving the complaint.
26. Permitted Use of the Services
You may use SOUV only for lawful personal or authorised business purposes.
You must not:
Access another person's account without permission
Attempt to bypass authentication or security
Interfere with the operation of the Services
Introduce malware or malicious code
Probe, scan or test systems without authorisation
Automate access in a way that harms or overloads the Services
Copy or reproduce SOUV identifiers for unauthorised purposes
Attempt to reverse engineer the Services except where such restriction is prohibited by mandatory law
Use SOUV to infringe intellectual property, privacy or other rights
Use the Services for unlawful, fraudulent or abusive purposes
We may take reasonable technical measures to prevent misuse.
27. Removal of Content and Suspension
We may remove or restrict access to content where we reasonably believe that:
The content is unlawful
The content infringes third-party rights
Removal is required by a competent authority
The content creates a security risk
The content contains malicious software
The content materially breaches these Terms
We may temporarily suspend an account where reasonably necessary to:
Protect the account or other users
Investigate suspected unauthorised access
Prevent fraud or security incidents
Comply with legal obligations
Address serious or repeated breaches of these Terms
Where required by applicable law, we will provide information about the reason for the restriction or suspension.
28. Intellectual Property
The SOUV platform and its original content, excluding user content and third-party partner content, are protected by intellectual property laws.
This includes, where applicable:
Software
Source code
Platform architecture
Product design
User interface design
Illustrations
Graphics
Branding
Trademarks
Logos
Text
Photography
Video
Databases
Digital experiences
These rights are owned by or licensed to Digital Innovations d.o.o.
Your purchase of a SOUV product does not transfer ownership of these intellectual property rights.
You may use the Services for their intended purpose but may not commercially reproduce, distribute, sell, license or exploit protected SOUV intellectual property without permission.
29. Privacy and Personal Data
Personal data is processed in accordance with our Privacy Statement.
The Privacy Statement explains, among other matters:
What personal data we collect
How we use it
How memory content is handled
Information relating to online purchases
Cookies and analytics
Data retention
Your data protection rights
The Privacy Statement forms part of the information provided in connection with the Services but is not a basis for waiving any data protection rights.
30. Location, Camera and Device Permissions
Certain optional functionality may require access to:
Device location
Camera
Photos
Videos
Media storage
These permissions are controlled through your browser or device.
You may disable permissions at any time, although doing so may prevent certain functionality from operating.
Use of permissions and associated personal data is described in our Privacy Statement.
31. Third-Party Services
The Services may rely on or integrate with third-party services including:
Authentication providers
Payment providers
Hosting and storage infrastructure
Mapping services
Delivery providers
Security services
Analytics services
External websites or partner platforms
Third-party services may be governed by their own terms and privacy policies.
We are not responsible for independent third-party services or content outside our control, except to the extent that responsibility cannot be excluded under applicable law.
32. Availability of the Services
We aim to keep SOUV available and reliable.
However, temporary interruptions may occur because of:
Maintenance
Software updates
Security incidents
Infrastructure failures
Internet or telecommunications failures
Third-party service interruptions
Events outside our reasonable control
We may temporarily suspend parts of the Services where reasonably necessary for maintenance, security or technical reasons.
Where a digital service is contractually required to be provided for a particular period, temporary interruptions do not reduce any mandatory rights you may have if the service fails to conform to the contract.
33. Account Closure
You may stop using SOUV at any time.
Where account deletion functionality is available, you may request deletion through the account or by contacting us.
Deleting an account may result in loss of access to SOUV memories connected exclusively with that account.
Before requesting permanent deletion, you should download or otherwise preserve any content you wish to keep.
Personal data associated with account deletion will be handled in accordance with our Privacy Statement and applicable law.
Certain information may continue to be retained where legally required, including transaction, accounting, security or legal records.
34. Termination by SOUV
We may terminate or permanently restrict access to the Services where:
You seriously or repeatedly violate these Terms
Your account is used fraudulently
You intentionally compromise the security of the Services
Continued access would be unlawful
We are required to act by a court or competent authority
Termination will be proportionate to the circumstances and subject to mandatory consumer and digital-service rights.
We will not terminate paid long-term digital functionality without regard to contractual commitments and applicable consumer law.
35. Responsibility and Liability
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
In particular, these Terms do not exclude:
Mandatory consumer rights
Liability for fraud
Liability arising from intentional misconduct
Liability that cannot lawfully be limited
Statutory rights concerning defective or non-conforming products or digital services
For consumers, we are responsible for losses that are a reasonably foreseeable consequence of our breach of contract or failure to use reasonable care where required by law.
We are not responsible for losses resulting solely from:
Your unauthorised or unlawful use of the Services
Loss of your own account credentials caused by you
Content you upload without the necessary rights
Incorrect delivery or account information supplied by you
Third-party services outside our reasonable control, except where we remain responsible under applicable law
SOUV is primarily intended for personal consumer use.
We are not responsible for business losses, lost profits, lost revenue or loss of business opportunity arising from consumer use of the Services.
Nothing in this section limits rights that cannot legally be limited.
36. Backups and Important Memories
We implement technical and organisational measures intended to protect stored memory content.
However, SOUV should not be treated as the only copy of irreplaceable photographs, videos or documents.
You should retain independent copies of content that is particularly important to you.
This does not exclude or reduce any responsibility SOUV may have under applicable law for failure to provide the contracted digital service.
37. Business and Institutional Customers
These Terms primarily govern use of the consumer-facing SOUV Services and direct online shop.
Where SOUV products or services are supplied to a company, tourist board, museum, institution, event organiser, retailer or other business customer under a separate quotation, order, pilot agreement, distribution agreement or other commercial contract, that separate agreement may contain additional or different terms.
Where a conflict exists, the separately agreed commercial contract prevails in relation to that business relationship.
Statutory consumer rights described in these Terms apply only where the purchaser qualifies as a consumer under applicable law.
38. Governing Law
These Terms and contracts concluded directly with Digital Innovations d.o.o. are governed by the laws of the Republic of Croatia, together with directly applicable European Union law.
If you are a consumer residing in another country, this choice of law does not deprive you of mandatory consumer protections that apply to you under applicable law.
39. Dispute Resolution and Jurisdiction
We encourage you to contact us first if you have a complaint or dispute so that we can attempt to resolve it directly.
Consumers may also use applicable consumer dispute-resolution mechanisms available under Croatian or European Union law.
Any dispute that cannot be resolved amicably will be subject to the jurisdiction determined under applicable law.
Nothing in these Terms removes any mandatory right of a consumer to bring proceedings before a court that has jurisdiction under applicable consumer law.
40. Changes to These Terms
We may update these Terms to reflect:
Changes to the Services
New functionality
Changes in business operations
Security requirements
Changes in applicable law
Regulatory requirements
The latest version will be published on the SOUV website with an updated “Last updated” date.
Changes will not retroactively remove rights already acquired under an existing consumer purchase.
Where a material change affects an ongoing digital service, we will provide any advance notice or other rights required by applicable law.
41. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
Any invalid provision will be interpreted or replaced only to the minimum extent necessary to make it lawful and enforceable.
42. No Waiver
If we do not immediately enforce a provision of these Terms, this does not mean that we waive the right to enforce it later.
Similarly, your statutory rights are not waived merely because you do not exercise them immediately.
43. Entire Agreement
These Terms, together with the information provided during a specific purchase and any other terms expressly incorporated into the contract, constitute the agreement governing the relevant SOUV Services.
The following may also apply where relevant:
Privacy Statement
Cookie Policy
Product-specific conditions
Order confirmation
Commercial agreement for business customers
In the event of a conflict with mandatory law, mandatory law prevails.
44. Contact Information
The Services and SOUV online shop are operated by:
Digital Innovations d.o.o.
Obala 2/8
20270 Vela Luka
Croatia
VAT ID: HR11234155833
Email: info@souv.app
You may also contact us through the contact functionality available on the SOUV website.