Terms of Use
1. Preamble
The website www.milq.gr (hereinafter referred to as the "Platform") is owned and operated by the company MILQ I.K.E. (VAT: 802910054, GEMI: 185121301000), hereinafter referred to as "the Company" or "MILQ".
By accessing, browsing, or using the Platform, you accept and agree to be bound by these Terms of Use. If you do not agree with any of the terms set out herein, you must immediately cease using the Platform. Use of the Platform does not create any employment, agency, partnership, or joint venture relationship between the user and MILQ.
MILQ does not guarantee the continuous, uninterrupted, or error-free operation of the Platform and shall not be liable for any temporary unavailability, technical issues, or interruptions in service.
2. Privacy and Data Protection
MILQ processes personal data in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation – GDPR) and the Greek Law 4624/2019 on the protection of personal data.
For detailed information on how we collect, use, store, and protect your personal data, please refer to our Privacy Policy, which forms an integral part of these Terms of Use.
You may exercise your rights under the GDPR (access, rectification, erasure, restriction, portability, objection) by contacting us at compliance@milq.gr.
3. User Registration and Accounts
Access to certain features of the Platform may require user registration and the creation of a personal account.
During registration, you agree to provide information that is:
- Accurate and truthful
- Compliant with applicable legislation
- Free from malicious content
The Company reserves the right to:
- Block or delete accounts that violate these Terms of Use
- Prohibit re-registration of previously blocked users
- Take legal action in cases of fraudulent or unlawful activity
4. Role of MILQ
MILQ operates as an online marketplace that connects independent merchants (sellers/stores) with consumers. MILQ is not the seller of the products listed on the Platform.
The delivery of products is carried out by courier services (such as EasyMail) on behalf of the respective merchant. MILQ coordinates the logistics process but does not assume responsibility for the products themselves.
Each merchant is solely responsible for the proper execution of the sale, including product quality, conformity, and compliance with applicable consumer protection laws.
MILQ shall not be held liable for delays, defects, or non-conformities attributable to the merchant or the courier service.
Each merchant is responsible for:
- Issuing the appropriate tax document (receipt or invoice) for each transaction
- Ensuring proper product labeling and conformity with applicable standards
- Compliance with Law 2251/1994 on consumer protection and all relevant legislation
MILQ complies with the obligations set out in the Digital Services Act (DSA – Regulation (EU) 2022/2065) as an online platform, including transparency, reporting, and content moderation obligations.
5. Transaction Terms
All information displayed on the Platform regarding products (descriptions, images, prices, availability) is provided by the respective merchants and is of an informational nature.
MILQ makes every reasonable effort to ensure the accuracy of the information presented on the Platform. However, MILQ does not warrant that all product information is complete, accurate, or error-free.
In the event of inaccuracies, errors, or omissions in product listings, MILQ reserves the right to correct such information at any time, without prior notice.
Search results and product rankings on the Platform may be influenced by various factors, including relevance, availability, merchant preferences, and promotional arrangements. MILQ does not guarantee any specific ranking or visibility for any product or merchant.
Product sizing follows the EU sizing system unless otherwise indicated by the merchant. As products may originate from international brands or manufacturers, variations in sizing may occur. Users are encouraged to consult the size guide provided by each merchant where available.
Use of Artificial Intelligence Tools
MILQ may use artificial intelligence (AI) tools and technologies to assist in the creation, enhancement, or translation of product descriptions displayed on the Platform.
AI-generated or AI-assisted content is reviewed for accuracy, but MILQ does not guarantee that such content is free from errors or inaccuracies.
Product photos may also be enhanced or processed using AI tools to improve visual presentation. Such enhancements are intended to better represent the product but may not reflect the exact appearance of the item.
Users are encouraged to refer to the original product information provided by the merchant and to contact the merchant or MILQ support for any clarifications.
6. Orders – Payments – Delivery and Role of MILQ – KYB/C of Stores/Sellers
6.a Submission of Order
By submitting an order through the Platform, the user makes a binding offer to purchase the selected products under the terms displayed at the time of the order.
An order confirmation email is sent to the user upon successful submission of the order. This confirmation constitutes acceptance of the offer and the conclusion of a distance contract between the user and the respective merchant.
Payment processing is carried out by the licensed payment institution VIVA BANK (formerly Viva Payment Services S.A., VAT: 999846755, GEMI: 005372901000, registered address: 64 Ethnikis Antistaseos, 152 31, Chalandri, Attica, Greece), which operates under the supervision of the Bank of Greece.
MILQ reserves the right to replace the payment institution with another licensed provider, with prior notification to users where required by law.
If your order includes products from more than one store, each store processes and ships its items independently. Separate shipments and delivery times may apply.
The user retains the right to cancel the order before it is dispatched, subject to the cancellation policy of each merchant.
6.b Delivery
Delivery of products is carried out by courier services (such as EasyMail) on behalf of the respective merchant.
Estimated delivery times:
- 1–3 business days within Attica
- 3–7 business days outside Attica
Delivery times are indicative and may be affected by force majeure, strikes, extreme weather conditions, or carrier delays. MILQ shall not be held liable for any delays attributable to the courier or the merchant.
Responsibility for the products passes to the user upon delivery. Any visible damage to the packaging should be reported to the courier at the time of delivery and to MILQ support immediately thereafter.
6.c Payments & Role of MILQ
Payments are processed securely through the VIVA BANK payment infrastructure. MILQ acts as an intermediary, facilitating the transaction between the user and the merchant.
MILQ does not act as the seller and does not assume the obligations of the merchant. The sales contract is concluded directly between the user and the merchant.
The merchant is solely responsible for:
- Issuing the appropriate tax documents (receipt or invoice)
- Ensuring product compliance and conformity
- Proper execution of the sales contract, including delivery and after-sales support
6.d Payment Methods
The Platform accepts the following payment methods: Visa, Mastercard, Apple Pay, Google Pay, and IRIS.
All transactions are processed through the licensed payment institution VIVA BANK, ensuring secure handling of payment data in accordance with PCI DSS standards.
MILQ reserves the right to replace the payment processor or add/remove payment methods at any time, with appropriate notification to users.
Availability of certain payment methods (such as Apple Pay or Google Pay) may depend on the user's device, operating system, and banking institution.
6.e Seller Identity and Legitimacy Verification (KYB/KYC)
All merchants operating on the Platform are subject to Know Your Business (KYB) and Know Your Customer (KYC) verification procedures conducted in cooperation with Viva.com.
These verification procedures include confirmation of the merchant's legal status, tax registration, and the identity of the legal representatives or beneficial owners, in accordance with applicable anti-money laundering (AML) legislation and the requirements of the Digital Services Act (DSA).
MILQ shall not be held liable for any changes in the merchant's legal status or compliance that occur subsequent to the initial verification.
7. Right of Withdrawal (14 Days)
In accordance with Law 2251/1994 (as amended) and Directive 2011/83/EU, you have the right to withdraw from the contract within 14 calendar days from the date of delivery of the product, without providing any reason.
For detailed information on how to exercise your right of withdrawal, including the conditions, exceptions, and procedures, please refer to our Returns Policy.
Upon withdrawal, you may choose to receive a refund or a MILQ voucher of equal value. MILQ vouchers are subject to the terms set out in paragraph 13 (Gift Vouchers) of these Terms of Use.
Refunds are processed through the original payment method within 14 days from the date MILQ receives the returned product, provided it is in its original condition.
Shipping costs for the return are borne by the user, unless the product is defective or does not conform to the order, in which case the merchant bears the return shipping costs.
For defective products or products that do not conform to the order, please contact us at support@milq.gr immediately upon receipt.
8. Limitation of Liability
MILQ shall not be held liable for:
- Content uploaded, published, or provided by the merchants/stores on the Platform
- Incorrect, incomplete, or misleading product information provided by merchants
MILQ does not assume responsibility for the actions, omissions, or conduct of the merchants operating on the Platform.
The liability of MILQ shall be limited to cases of fraud or gross negligence on its part. In no event shall MILQ be liable for indirect, incidental, special, or consequential damages.
All intellectual property rights related to the Platform (trademarks, logos, content, software, design) belong to MILQ or its licensors and are protected by applicable intellectual property laws. Unauthorized use is strictly prohibited.
MILQ shall not be held liable for any acts or omissions of third parties, including but not limited to payment processors, courier services, and merchants.
9. Minor Users
Users under the age of 15 are not permitted to create an account or place orders on the Platform without the consent and supervision of a parent or legal guardian. By using the Platform, you confirm that you are at least 15 years of age, or that you have obtained parental/guardian consent. For matters relating to minors, please contact compliance@milq.gr.
10. Final Provisions
All content on the Platform, including but not limited to texts, images, logos, trademarks, graphics, and software, is protected by intellectual property laws. Any unauthorized reproduction, distribution, or use of Platform content is prohibited.
These Terms of Use are governed by and construed in accordance with the laws of the Hellenic Republic (Greek Law). Any disputes arising from or in connection with these Terms shall be subject to the jurisdiction of the competent courts of Athens, Greece.
Users may also resort to alternative dispute resolution mechanisms, including consumer mediation bodies and the European Online Dispute Resolution (ODR) platform.
11. Complaint Handling & User Support
For any questions, complaints, or issues related to your use of the Platform, orders, or products, please contact our support team at support@milq.gr.
In the event that a complaint is not resolved to your satisfaction, you may refer the matter to the competent consumer mediation body or the European Online Dispute Resolution (ODR) platform.
MILQ is committed to handling all complaints in a fair, transparent, and timely manner, in accordance with applicable consumer protection legislation and the Digital Services Act (DSA).
12. Modification of Terms of Use
MILQ reserves the right to modify, update, or amend these Terms of Use at any time. The updated Terms will be published on the Platform and will take effect from the date of publication.
In the event of substantial changes that affect the rights or obligations of users, MILQ will make reasonable efforts to notify users in advance (e.g., via email or a prominent notice on the Platform).
13. Gift Vouchers / MILQ vouchers
MILQ I.K.E. offers intangible gift cards (hereinafter referred to as "Gift Vouchers" or "MILQ vouchers") for purchase through the Platform.
Each Gift Voucher is a digital, single-use or multi-use code that is delivered to the recipient via email. Gift Vouchers may also be issued as part of promotional activities or as an alternative to monetary refunds upon withdrawal.
Gift Vouchers are valid for 12 months from the date of issuance. After expiration, any remaining balance is forfeited and cannot be recovered.
Gift Vouchers may be used in full or in part. If the order value is less than the voucher amount, the remainder will be issued as a new voucher. If the order value exceeds the voucher amount, the user must pay the difference at checkout using an accepted payment method.
Users who purchase a Gift Voucher have the right to withdraw within 14 days from the date of purchase, provided the voucher has not been used (in whole or in part). In such cases, a full refund will be issued to the original payment method.
Where a product is returned under the right of withdrawal and the user opts for a voucher instead of a monetary refund, the credited amount will be issued as a MILQ voucher subject to these terms.
Gift Vouchers are not exchangeable for cash, cannot be resold, and cannot be transferred for commercial purposes.
MILQ shall not be held liable for the loss, theft, or unauthorized use of Gift Vouchers. Users are responsible for safeguarding their voucher codes.
MILQ reserves the right to modify, suspend, or terminate the Gift Voucher program at any time, with prior notification to affected users where practicable.
No tax document (receipt or invoice) is issued for the purchase of a Gift Voucher. The tax document is issued by the merchant upon redemption of the voucher for the purchase of products.
Gift Vouchers constitute a limited-use payment instrument within the meaning of Directive (EU) 2015/2366 (PSD2) and are exempt from the scope of payment services regulation.