Payment Terms and E-commerce Statements

We accept all validly presented payment cards: MasterCard, Maestro, Visa and DinaCard.

Card payments are processed by OTP banka. Card details are entered exclusively on the bank's secure payment page (Hosted Payment Page). At no point are they entered on this website, passed through our system or stored by us.

All prices on this website are shown in Serbian dinars, using the currency abbreviation RSD. One dinar consists of 100 para, so every amount is shown with the whole dinar part and the para part to two decimal places, for example 12.990,00 RSD.

Immediately before payment you are shown an order specification listing each ordered item, the quantity, the unit price, the VAT amount and the total amount that will be charged to your card. Up to that point you can change quantities or remove items from the cart.

All payments are processed in Serbian dinars (RSD). This website displays prices exclusively in RSD. If your card account uses another currency, the card schemes convert the payment using their applicable exchange rate, which is not known to us at the time of the transaction. The amount on your card statement may therefore differ due to currency conversion.

When entering payment card details, confidential information is transmitted over the public network in a protected (encrypted) form. At no point are payment card details available to our system.

We apply appropriate technical and organisational protection measures, including encryption of data in transit and prevention of unauthorised access, and we comply with the legal regulations governing the storage and processing of transaction data. We never request, store or archive the card number, the expiry date or the CVC2/CVV security code in any form.

Everything paid by payment card must, in the case of a refund, be returned to the payment card account.

In the event of a cancellation and a refund to a customer who has previously paid by one of the payment cards, partially or in full, and regardless of the reason for the return, East Serbia Tourist Card is obliged to make the refund exclusively via VISA, EC/MC, Maestro and DinaCard payment methods, which means that the bank will, at the seller's request, refund the funds to the account of the payment card holder.

A refund therefore cannot be paid out in cash, to a current account or by any other means, and it is made by cancelling or refunding the original transaction.

Prices of products and services are shown to consumers with VAT included. VAT is included in the price and there are no hidden costs.

The VAT amount is also shown separately on the order specification and on the fiscal receipt issued for every completed purchase.

The cards sold on this website are digital products. There is no physical shipment, so no delivery cost is charged.

Delivery is electronic, to the email address entered during checkout, immediately after the payment has been successfully authorised. One digital card is issued for each person included in the order, each with its own unique QR code. All issued cards, together with the accompanying fiscal receipt, are sent to that email address.

Delivery is not restricted geographically, because it is made by email. You are responsible for entering a correct email address and for keeping your cards and their QR codes safe. Each card is valid only for the period and the services shown on it, and access at an individual location additionally depends on that location's opening hours and conditions.

If the confirmation or tickets do not arrive, check your spam folder and contact us with your order number. We will check the payment and delivery status and resend the documents as appropriate. Do not pay again solely because an email is missing.

Submit your complaint by email, telephone, post or the contact form using the merchant details above. Identify the purchase with an order number or other proof of purchase and describe the problem and requested remedy. A fiscal receipt is not the only acceptable proof. Do not send card numbers or security codes. We acknowledge receipt and provide a complaint reference, then send our reasoned decision and proposed resolution within 8 days. Accepted complaints are resolved within 15 days, free of charge. Any legally permitted extension requires your agreement and a specified new deadline.

After first submitting a complaint to us, you can request out-of-court consumer dispute resolution through the Ministry’s consumer protection portal: https://zastitapotrosaca.gov.rs/za-potrosace. The portal provides access to the submission platform and registered dispute-resolution bodies. We participate in the statutory out-of-court procedure as required by law. This does not remove your right to seek judicial protection.

For a distance service contract, you may withdraw without giving a reason within 14 days of concluding the contract, unless a statutory exception applies to the particular service. Any applicable exception must be explained before purchase; issuing a QR ticket does not by itself remove your withdrawal right.

Send the online withdrawal form or an unambiguous withdrawal statement by email or post using the merchant details above. The form is optional. Include enough information to identify your order; you do not need to give a reason or send payment-card details. Sending your statement before the deadline is sufficient. We confirm receipt of an electronic withdrawal on a durable medium by email.

Where the withdrawal right applies, we refund the applicable payment without undue delay and within 14 days of receiving your withdrawal statement, through the original payment-card transaction. No refund handling fee is charged. Any legally permitted charge for a service already partly performed requires the conditions prescribed by law, including your express request to start performance during the withdrawal period. A general acceptance of these terms is not a separate request or a waiver of your rights.

We are legally liable for the non-conformity of the service with the contract, in accordance with the regulations of the Republic of Serbia on consumer protection. You may exercise your rights on the basis of non-conformity within two years of the date of purchase, by submitting a complaint through the channels described above.

What we sell is a digital service, so we do not issue a separate commercial guarantee beyond the statutory liability for non-conformity described above.

Obligations that are not regulated by the contract are performed in accordance with the applicable regulations of the Republic of Serbia. Any disputes will primarily be resolved by agreement, and otherwise before the court with subject-matter jurisdiction.

Your purchase covers the validity period and services shown in the order summary. There is no automatic renewal. Keep your QR ticket available on a device that can display PDF files or print it. A readable QR code is required for validation. Contact us for help with delivery or ticket access. Your statutory consumer rights remain unaffected.