General Terms and Conditions of Business
The General Terms and Conditions of Business apply to all agreed campaigns or contracts for advertising and promotion through digital channels, contracts for website development or website maintenance, or contracts for the administration and management of social media accounts. If different terms are agreed upon in a contract, then the terms from the contract shall apply. These General Terms and Conditions apply to advertising in Bosnia and Herzegovina from October 1, 2019.
1. Authorizations / General Terms of Sale
Upon request, the Agency provides an official offer containing a proposed budget and/or projected results with a validity period of 30 days. After the expiration of this period, Lilium d.o.o. reserves the right to resend the proposal. The execution of agreed work is carried out after written confirmation of the offer by the Client. Confirmation is also considered to be payment according to the provided offer or proforma invoice, or otherwise, if agreed differently with the Client. The Client must confirm the offer no later than seven days before the desired campaign start date. Otherwise, the Agency cannot guarantee the start of the campaign on the desired date.
2. Campaign Start and Duration
Approval of campaigns via digital channels may take time since approval is awaited from Google or Facebook, and the Agency has no influence on the speed of approval. Approval may take up to 24 or 48 hours, and for campaigns starting on Friday, approval may last until the next business day. The Agency manages internal processes and undertakes to notify the client in a timely manner about campaign setup and activities. Timely notification means notification sent within 12 hours after the Agency receives information from a third party about a campaign delay for any reason.
3. Website Development Start and Duration
The Agency will begin website development after written confirmation of the offer and receipt of materials required for the basic site structure. The Client agrees that the website development period, defined in the offer, begins from the moment of acceptance of the offer, which is considered payment of the proforma invoice, invoice, or offer, along with delivery of the content.
During website development, the Client will receive the first and subsequent versions of the site via email, which is the official communication channel during the process. Any objections regarding the appearance or functionality of the site must be submitted in writing via email, and only written comments are considered valid for further communication and revisions.
4. Price and Payment Method
The price of a campaign is the one accepted by the Client in the previously sent offer. The price is on a monthly basis unless otherwise agreed in writing.
The price is subject to VAT. Each campaign is paid according to the proforma invoice and before the campaign begins, unless otherwise agreed in writing. Campaigns are funded in real time according to the budget, which is why prepayment is required.
Lilium d.o.o. will deliver the original invoice to the Client at the address specified on the invoice, together with a fiscal receipt. Upon request, the Client may also receive a scanned copy. The invoice will be issued according to the signed Contract, agreed work, or after campaign completion, as defined in the Contract or agreed upon in sales meetings with the Client. The invoice due date is 7 days.
In case of debt, the Client is obliged, without reminder, to fulfill the payment obligation within 30 days. The deadline begins on the date the Client receives the invoice and receipt, or from the day the Agency fulfills its obligations toward the Client.
If the debtor delays payment, they owe the Agency, in addition to the principal, late payment interest, without further notice, provided that the Agency has fulfilled all contractual and legal obligations promised to the Client.
If the debtor delays payment, the Agency also has the right, without further notice, to an additional fee of 100.00 BAM. The Agency has this right regardless of whether it suffered damages due to the delay. This does not limit or exclude the Agency’s right to compensation for damages, enforcement costs, or other rights arising from the delay.
Lilium d.o.o. will not approve campaigns for clients with outstanding debts from previous campaigns.
The price for website development is defined in the offer accepted by the Client prior to the start of development. Payment is made by proforma invoice, unless otherwise defined in the Contract or written communication.
The price for website maintenance is defined in the Maintenance Contract, which also specifies the hourly rates of services offered by the Agency. Payment is made monthly, based on the calculation for the previous month. Invoices are issued by the 10th of the month for the previous month, with a 7-day due date.
5. Price Changes
In case of drastic changes in market traffic prices or other changes, Lilium d.o.o. reserves the right to change prices, while notifying contracted clients in due time.
In case of price changes during the contractual period, the Client pays according to the new prices valid on the day of service delivery, except in cases of advance payments or already ordered campaigns, when the prices valid on the day of payment apply.
6. Extension of Long-Term Contracts
Contracts lasting six months or longer are considered long-term. Lilium d.o.o. undertakes to notify the Client at least 30 days before contract expiry, and it will not be automatically renewed unless otherwise stated in the Contract.
7. Termination of Cooperation, Campaign, and Contract
Termination of a campaign is defined by the Business Cooperation Agreement, if signed. If the Client ordered a campaign via email or phone and confirmed the order in writing or verbally, based on which an invoice was issued, the campaign cannot be canceled. The Client may stop the campaign and retain the right to use the remaining unused funds for the same or other campaigns, in agreement with the Agency. A written notice (via mail or email) is required to stop a campaign, with justification. The Agency will stop the campaign as soon as possible, noting that the exact timing depends on services like Google and Facebook, and may be delayed up to 12 hours from receipt of notice. In case of contract termination, the terms defined in each specific signed Contract shall apply.
8. Graphic Design and Banner Preparation for Campaigns
In the case of Google Display campaigns, Facebook and/or Instagram campaigns, or any other campaign agreed between the Agency and the Client, the Client must notify the Agency if the Agency will be preparing them. The Client is obliged to deliver materials for banner/visual creation (images, ideas, logos, texts, etc.) no later than seven days before the desired campaign start date. The Agency undertakes to deliver proposals within three working days of receiving the materials, via email, and request feedback from the Client, after which it will proceed with revisions, unless otherwise stated in writing to the Client. Once the Client approves the final version of the visuals, the Agency will create additional banner/creative sizes for all required placements.
The Agency is not responsible for preparing additional formats for the Client’s independent needs, unless otherwise agreed in writing. Additional visuals will be charged according to the regular price list. Standard visuals and creatives for campaigns handled by the Agency will be priced as per the offer. If the Client later requests major changes to agreed visuals or new creative solutions within a campaign, banner design will be charged according to the regular graphic design price list.
9. Rules for Independently Created Visuals and Banners
If the Client provides visuals and banners to the Agency, they must be delivered in permitted formats and specifications following best practices. For Google banners, they must be in supported formats: PNG and JPG (for static banners), AMP HTML5 and HTML5 (for dynamic banners). Each Google banner must not exceed 150KB. Dynamic banners may contain animations, provided they do not exceed 150KB. Flash animations and infinite loops are prohibited. Animations must not exceed 30 seconds, and the final frame must display the logo, company name, or website. It must be clear what is being promoted and what users can expect when clicking the banner. If the background is white or light-colored, borders must be marked with a visible contrasting color. The same applies for static banners.
For Facebook visuals, creatives must also comply with set formats, and text should not exceed 20% of the image. Visuals with more than 20% text may be approved by Facebook but will have lower quality and reduced user engagement.
The Agency cannot guarantee campaign success if visuals do not comply with recommended practices. Campaign results depend on the quality and attractiveness of creatives.
10. Enabling Technical Requirements for Campaign Start
The Client must provide the Agency with all technical requirements for campaign setup and implementation. This includes access to Facebook/Instagram accounts, implementation of remarketing codes (or providing admin access to the website or Facebook page for code placement), Google Analytics implementation, and access to other accounts for efficient work. Otherwise, the Agency cannot guarantee campaign success or meeting projections.
11. Enabling Technical Requirements for Website Development / Website Maintenance Contracts
If a website project is hosted on servers not maintained by Lilium d.o.o., the Client must provide administrator access to hosting and/or platform admin access.
For maintenance contracts, the Client must ensure active administrator access for Lilium d.o.o. throughout the contract duration, and Lilium d.o.o. must be the sole administrator.
Exceptions may be defined in individual contracts.
12. Campaign Implementation
The Agency will carry out all campaigns in agreement with the Client and with clear prior written communication.
The Agency uses its own business accounts on Google and Facebook to run campaigns, unless otherwise agreed in writing. The Client may request reports or additional information at any time. The Agency will not provide account access to Clients unless the Client holds a six-month or annual Consulting Contract.
In extraordinary technical situations preventing campaign execution, the Agency must notify the Client in writing. Technical issues include unforeseen platform/software problems beyond the Agency’s control.
The Agency reserves the right to determine budget allocation and pacing, propose changes to creatives or texts, and inform the Client in writing.
13. Website Development and Website Maintenance Implementation
The Agency will complete website development within the deadline specified in the Website Offer received before work begins. Deviations may be agreed upon in additional acts or mutual agreements.
A Website Maintenance Contract is concluded for 12 months and is tacitly renewed. Maintenance means work performed on request of the Client. The Agency specifies in the Contract the rates for Editor, Developer, and Designer services, invoiced monthly for the previous month.
14. Photodocumentation / Screenshots
The Agency is not responsible for campaign screenshots or photo documentation unless otherwise agreed in writing.
15. Court Jurisdiction
In case of disputes, they will be resolved amicably; otherwise, the competent court is in Sarajevo.
16. Complaints and Objections
Complaints are valid if submitted in writing via email, with evidence (e.g., screenshots) indicating the error. The Agency will promptly respond, make corrections, or provide explanations.
17. Campaign Performance Reporting
The Agency will deliver a final PDF campaign report within three working days after campaign completion. During campaigns, the Client may request interim reports or status updates.
After campaign completion, the Client is encouraged to provide written feedback on satisfaction with services and results to help improve future campaigns.
18. Agency Obligations
Lilium d.o.o. must notify the Client of these Terms and Conditions in a timely manner. Notification includes publishing a link on the Agency’s official website (www.lilium.ba), subpages, email signatures of employees, or any other written communication.
19. Entry into Force of General Terms
These Terms take effect on the date of signing a Contract between the Agency and the Client, or the date of agreement on advertising, promotion, website development, maintenance, or other work. By accepting an offer in writing or paying an invoice/proforma, it is implied that the Client is informed of, understands, and accepts these Terms.
Privacy Policy
The Privacy Policy applies to all agreed campaigns or contracts for advertising and promotion via digital channels, website development or maintenance contracts, or contracts for administration and management of social media accounts and community management.
If different terms are agreed in a contract, those terms shall apply. This Privacy Policy has been in force since August 1, 2019.
1. Summary
At Lilium (“Lilium,” “we,” “our,” or “us”), we are committed to protecting data privacy, integrity, and accuracy of any personal information you provide. We strive to safeguard data against loss, misuse, unauthorized access, disclosure, or alteration. We only collect data relevant to the described purposes. This Privacy Notice informs you about the nature of personal data processing and your rights.
2. Purpose
The purpose of processing your personal data is future communication, which you can cancel at any time, aimed at promotions described in the communication preceding your provision of data through a contact form. Typical promotions include: advertising job positions within our team, job positions with partners, corporate communications of clients, client products and services, and Lilium’s own services.
3. Categories of Personal Data
Depending on each project, Lilium collects specific data, following the principle of minimal data necessary for project execution. Categories include:
- Personal information (e.g., position, full name, date of birth, gender)
- Technical information (e.g., public IP address, date/time of access, browser activity/settings)
- Voluntary information (e.g., your responses, comments, etc.)
4. Storage of Personal Data
Lilium does not store/process personal data longer than described in promotional communication. Data is stored only for the duration of projects or until you request deletion. Data is stored on cloud platforms provided by major companies (Google, Facebook, Amazon) ensuring maximum security.
5. Recipients of Personal Data
Lilium does not share your data with third parties except the business entity that engaged us for a given project, as indicated in the promotional communication.
6. Requests, Comments, and Complaints
6.1 Data Controller
Lilium d.o.o.
Email: [email protected]
Phone: +387 61 522 775
Address: Generala Mehmeda Alagića 6, 71000 Sarajevo
6.2 Requests
Although Lilium is not registered in the EU, we align with EU standards since many partners are based there. You have rights regarding your personal data, including:
- Access (Art. 15 GDPR): Right to request details on processing and access to your data.
- Rectification (Art. 16 GDPR): Right to correct inaccurate/incomplete data.
- Erasure (Art. 17 GDPR): Right to request permanent deletion of data.
- Restriction (Art. 18 GDPR): Right to request limited processing in specific circumstances.
- Data portability (Art. 20 GDPR): Right to access your data in a machine-readable format and transfer it to another controller.
The appropriate way to exercise these rights is to contact the Data Controller.
6.3 Complaints
If you have objections, you may contact the local judicial authority.
6.4 Comments
For additional comments, privacy-related requests, or general inquiries about our services, contact us at: [email protected]
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