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OPŠTI USLOVI POSLOVANJA

Član 1.

Opštim uslovima poslovanja RDVNC • Language Learning – Pružaoca usluga – (u daljem tekstu Opšti uslovi) utvrđuju se:

standardni uslovi poslovanja koji su primenjivi na Pružaoca usluga;
Opšti uslovi za uspostavljanje odnosa između Klijenata i Pružaoca usluge;
postupak komunikacije između Klijenata i Pružaoca usluge;
Opšti uslovi za obavljanje usluga između Klijenata i Pružaoca usluge;
Opšti uslovi vezani za proizvode Pružaoca usluge i cene usluga prema svim Klijentima, pravnim i fizickim licima;
prava klijenata, vezana za usluge koje pruža Pružalac usluge, kao i uslovi i način ostvarivanja tih prava;
druga pitanja od interesa za poslovanje Pružaoca usluga sa Klijentima.

Sastavni deo ovih Opštih uslova poslovanja su cenovnici kojima se utvrđuju naknade i drugi troškovi koje Pružalac usluga naplaćuje Klijentima, pravnim i fizičkim licima, za svoje usluge.

Opštim uslovima Pružalac usluga definiše prava i obaveze korisnika svojih usluga – Klijenata, kao i svoja prava i obaveze prilikom pružanja usluga.

Opštim uslovima Pružalac usluga obezbeđuje primenu dobrih poslovnih običaja, dobre poslovne prakse i korektan odnosa prema Klijentima, kao i usklađenost Opštih uslova sa zakonodavstvom Republike Srbije i važecim propisima vezanim za određenu oblast.

Član 2.

U slučaju da za poslovni odnos između Klijenta i Pružaoca usluga nije predviđeno zaključenje ugovora, Pružalac usluga je dužan da Klijentu omogući uvid u Opšte uslove, na taj način što će mu iste uručiti, saopštiti (za slučaj da Klijent nije u mogućnosti da pročita Opšte uslove iz objektivnih razloga) ili na drugi način učiniti dostupnim (preko Internet stranice Pružaoca usluga, u okviru aplikacija koje se odnose na pojedine usluge i sl.).

Ukoliko Klijent prihvati da se ostvari realizacija poslovnog odnosa između njega i Pružaoca usluga, smatra se da je upoznat sa Opštim uslovima.

Smatra se da prihvatanjem poslovne ponude i uplatom za izvršene usluge Klijent prihvata Opšte uslove, i da je upoznat sa njima u potpunosti.

Ukoliko Klijent ne prihvati Opšte uslove ne može se realizovati poslovni odnos izmedju Klijenta i Pružaoca usluga.

Za slučajeve neusklađenosti odredbi zaključenog ugovora i akata Pružaoca usluga, obavezujuće su prvenstveno odredbe zaključenog Ugovora, zatim odredbe Opštih uslova poslovanja, te odredbe drugih akata Pružaoca usluga i pravilnika kojima se bliže definišu određene oblasti poslovanja, a koje su u funkciji sprovođenja Opštih uslova.

Opšti akti kojima se definišu uslovi poslovanja i njihove izmene i dopune, Pružalac usluga ističe na način i u rokovima u skladu sa propisima. Navedena akta se objavljuju na vidnom mestu, u objektima Pružaoca usluga i/ili na internet prezentaciji, te se smatra da je Klijent upoznat sa sadržinom akata Pružaoca usluga objavljenih na ovaj način.

Član 3.

Opšti uslovi primenjuju se na odnose između Klijenta i Pružaoca usluga po osnovu:

ponude, zahteva ili druge vrste pristupnice ili obrasca Pružaoca usluga potpisane od strane Klijenta,
pisanog ugovora između Klijenta i Pružaoca usluga,
drugih oblika poslovne saradnje između Klijenta i Pružaoca usluga, gde se ne zaključuje ugovor u skladu sa propisima i aktima Pružaoca usluga.

KLIJENTI Pružaoca usluga

Član 4.

Klijent Pružaoca usluga je bilo koje lice (pravno lice, preduzetnik, fizičko lice) koje koristi ili je koristilo usluge Pružaoca usluga, lice koje se obratilo Pružaocu usluga radi korišćenja njegovih usluga i koje je Pružalac usluga kao takvo identifikovao.

Pružalac usluga slobodno odlučuje o saradnji sa Klijentima, odnosno slobodno odlučuje da li će stupiti u poslovni odnos sa Klijentom.

Član 5.

Klijent može od Pružaoca usluga da traži odgovarajuća objašnjenja i usmene instrukcije koje se odnose na primenu Opštih uslova, a Pružalac usluga je dužan da mu pruži predmetna objašnjenja i instrukcije, kao i da mu, na njegov zahtev, iste dostavi u pisanoj formi ili na drugom trajnom nosaču podataka ili, uruči lično u svojim objektima. Takođe, Klijent ima pravo da zahteva od Pružaoca usluga pisane informacije o onim Opštim uslovima koji su u vezi za uslugu za koju je zainteresovan ili koji su u vezi sa poslovnim odnosom koji ima sa Pružaocem usluga.

Član 6.

U toku trajanja poslovnog odnosa sa Pružaocem usluga, Klijent ima pravo da bez naknade, dobije u pisanoj formi, informacije, podatke i instrukcije koji su u vezi s njegovim poslovnim odnosom sa Pružaocem usluga, a na način koji je razumljiv za Klijenta. Navedeno se ne odnosi na posebne zahteve Klijenta kojima Pružalac usluga potvrđuje ili overava određene podatke, a koji se zahtevaju u posebnu svrhu prikaza, potvrde i sl., za koje je cenovnicima i drugim sličnim internim aktima Pružaoca usluga propisana određena naknada.

Klijent ima pravo na obaveštavanje o stanju predmeta kojim se realizuju njegovi zahtevi, terminima kurseva, o slučajevima u kojima se može promeniti visina njegove obaveze, na koji način i pod kojim uslovima, ali i o svim ostalim podacima iz poslovnog odnosa sa Pružaocem usluga. Ukoliko se menja visina naknade za dogovorene usluge, Klijent je u obavezi da se izjasni pismenim putem ukoliko želi da odustane od nove ponude, u suprotnom se smatra da prihvata novu ponudu i da je saglasan sa njom. Rok za slanje pisanog odgovora kojim se Klijent izjašnjava da odustaje od nove ponude je 24 časa od trenutka prijema obaveštenja, ukoliko nije drugačije navedeno u obaveštenju.

Član 7.

Klijent je u obavezi da prilikom obavljanja poslovnog odnosa sa Pružaocem usluga ostavi svoje lične podatke u cilju ostvarenja poslovnog odnosa sa Pružaocem usluga.

U cilju uspostavljanja i održavanja poslovnog odnosa sa Klijentom, u svojstvu rukovaoca podacima o ličnosti, a u skladu sa odredbama Zakona o zaštiti podataka o ličnosti, Pružalac usluga ima obavezu i poslovnu potrebu da u svojoj bazi podataka poseduje i obrađuje određene podatke koji se odnose na Klijenta, a koji se u skladu sa Zakonom, smatraju podacima o ličnosti. Podaci o Klijentima su pohranjeni i čuvaju se u elektronskim i drugim bazama podataka Pružaoca usluga i koriste se isključivo od strane Pružaoca usluga, lica angažovanih od strane Pružaoca usluga i drugih lica koja zbog prirode posla imaju pristup tim podacima, a u slučaju potrebe, i od strane državnih organa i pravnih lica povezanih sa Pružaocem usluga.

Pružalac usluga može da zatraži i obrađuje sledeće podatke Klijenata (fizičkih lica, preduzetnika kao i fizičkih lica koja su u svojstvu vlasnika, zastupnika, prokuriste ili drugog ovlašćenog lica ili člana uprave pravnog lica):

• Ime i prezime, ime jednog roditelja, privatni i službeni broj telefona (mobilni i fiksni), adresa stanovanja, privatna i službena e-mail adresa, datum i mesto rođenja, JMBG, broj i kopiju ličnih isprava, zvanje, zanimanje, naziv poslodavca, bračni i porodični status, svojstvo u pravnom licu, podatke o članovima porodičnog domaćinstva (svojstvo, radnopravni status i datum rođenja). Pružalac usluga može tražiti i druge podatke koji se odnose na Klijenta za realizaciju poslovnog odnosa u skladu sa propisima i zakonima koji regulišu tu materiju.

Zaključenjem ugovora ili Prihvatanjem Opštih uslova, Klijent daje svoj pristanak Pružaocu usluga da vrši obradu njegovih podataka, u skladu sa ovim članom Opštih uslova.

Ukoliko Klijent ne želi da se pojedini njegovi podaci obrađuju, neophodno je da sa tim upozna Pružaoca usluga prilikom zasnivanja poslovnog odnosa ili naknadno, pisanim putem.

Član 8.

Klijent može tražiti od Pružaoca usluga na uvid određene podatke, kao i kopiju podataka iz poslovnog odnosa, u skladu sa odredbama Zakona o zaštiti podataka o ličnosti:

• Pružalac usluga je u obavezi da izda obaveštenje Klijentu bez odlaganja, a najkasnije u roku od 15 dana od dana podnošenja zahteva za obaveštenje.

• Pružalac usluga je u obavezi da bez odlaganja, a najkasnije u roku od 30 dana od dana prijema urednog zahteva za uvid, odnosno za izdavanje kopije, omogući Klijentu da izvrši uvid, odnosno da mu izda kopiju.

• Zahtev za obaveštenje, uvid i kopiju podnosi se Pružaocu usluga u pisanoj formi, putem redovne pošte, elektronskim putem ili neposredno, u poslovnim prostorijama Pružaoca usluga.

• U slučaju da smatra da je postupanjem Pružaoca usluga povređeno njegovo pravo na obaveštenje, uvid i kopiju podataka o ličnosti, Klijent ima pravo na žalbu, koju u skladu sa zakonom podnosi Povereniku za informacije od javnog značaja i zaštitu podataka o ličnosti.

Troškovi davanja na uvid određenih podataka i kopija padaju na teret Klijenta.

U skladu sa odredbama Zakona o zaštiti podataka o ličnosti, Klijent ima sledeća prava:

Pravo na obaveštenje o obradi

Klijent ima pravo da zahteva da ga rukovalac istinito i potpuno obavesti o tome:

1) da li rukovalac obrađuje podatke o njemu i koju radnju obrade vrši;

2) koje podatke obrađuje o njemu;

3) od koga su prikupljeni podaci o njemu, odnosno ko je izvor podataka;

4) u koje svrhe obrađuje podatke o njemu;

5) po kom pravnom osnovu obrađuje podatke o njemu;

6) u kojim zbirkama podataka se nalaze podaci o njemu;

7) ko su korisnici podataka o njemu;

8) koje podatke, odnosno koje vrste podataka o njemu koriste;

9) u koje svrhe se koriste podaci o njemu;

10) po kom pravnom osnovu koristi podatke o njemu;

11) kome se podaci prenose;

12) koji podaci se prenose;

13) u koje svrhe se podaci prenose;

14) po kom pravnom osnovu se podaci prenose;

15) u kom vremenskom periodu se podaci obrađuju.

Pravo na uvid

Klijent ima pravo da od rukovaoca zahteva da mu stavi na uvid podatke koji se na njega odnose. Pravo na uvid u podatke koji se na njega odnose obuhvata pravo na pregled, čitanje i slušanje podataka, kao i pravljenje zabeležaka.

Pravo na kopiju

Klijent ima pravo da od rukovaoca zahteva kopiju podatka koji se na njega odnosi. Rukovalac izdaje kopiju podatka (fotokopiju, audio kopiju, video kopiju, digitalnu kopiju i sl.) u obliku u kojem se informacija nalazi, odnosno u drugom obliku ako bi u obliku u kome se informacija nalazi licu bila nerazumljiva. Klijent snosi nužne troškove izrade i predaje kopije podatka.

Prava klijenta povodom izvršenog uvida

Klijent ima pravo da od rukovaoca zahteva ispravku, dopunu, ažuriranje, brisanje podataka, kao i prekid i privremenu obustavu obrade. Klijent ima pravo na brisanje podataka ako:

1) svrha obrade nije jasno određena;

2) je svrha obrade izmenjena, a nisu ispunjeni uslovi za obradu za tu izmenjenu svrhu;

3) je svrha obrade ostvarena, odnosno podaci više nisu potrebni za ostvarivanje svrhe;

4) je način obrade nedozvoljen;

5) podatak spada u broj i vrstu podataka čija je obrada nesrazmerna svrsi;

6) je podatak netačan, a ne može se putem ispravke zameniti tačnim;

7) se podatak obrađuje bez pristanka ili ovlašcé nja zasnovanog na zakonu i u drugim slučajevima kada se obrada ne može vršiti u skladu sa odredbama ovog zakona.

Klijent ima pravo na prekid i privremenu obustavu obrade, ako je osporio tačnost, potpunost i ažurnost podataka, kao i pravo da se ti podaci označe kao osporeni, dok se ne utvrdi njihova tačnost, potpunost i ažurnost.

Klijent ima i druga prava i obaveze definisane Opštim uslovima, drugim opštim i pojedinačnim aktima Pružaoca usluga i ugovorima.

Pravo na primenu istog tretmana za sve korisnike usluga

Član 9.

Pružalac usluga je u obavezi da primenjuje iste kriterijume u radu sa svim Klijentima.

Postupanje sa Klijentima i odnos prema Klijentima je bliže definisan u internim pravilnicima Pružaoca usluga.

Posebna prava Klijenata i prava Pružaoca usluga u odnosima sa Klijentima

Član 10.

Klijent koji ima nameru da zaključi ugovor sa Pružaocem usluga ima pravo da, na svoj zahtev, bez naknade, dobije nacrt tog ugovora – kao predlog za njegovo zaključenje.

Pružalac usluga putem ponude obaveštava Klijenta u predugovornoj fazi, pružajući mu informacije i odgovarajuća objašnjenja o uslovima koji se odnose na ugovor, o realizaciji poslovnog odnosa ili konketnih usluga Pružaoca usluga, kako bi Klijent mogao da uporedi ponude različitih davalaca istih usluga i proceni da li ugovor odgovara njegovim potrebama i finansijskoj situaciji. Na ovaj način Pružalac usluga Klijenta ni jednog trenutka ne dovodi u zabludu.

Klijent ponudu usluge dobija prvenstveno u dinarima, a na njegov zahtev Pružalac usluga može mu omogućiti da uslugu ugovori u dinarskoj protivvrednosti strane valute u kom slučaju će Pružalac usluga Klijentu ukazati na devizne rizike koje preuzima u tom slučaju.

Ponuda se uručuje Klijentu ukoliko je pokazao interesovanje za realizaciju poslovnog odnosa ili za korišćenje usluga Pružaoca usluga i ispisuje se na obrascu čiji izgled i sadržaj propisuje Pružalac usluga i to na papiru ili drugom trajnom nosaču podataka.

Dostavljanje informacija o uslugama u predugovornoj fazi

Član 11.

Pružalac usluga je u obavezi da Klijentu, u primerenom roku, pre zaključenja okvirnog ugovora koji se odnosi na usluge (stručne obuke, prevodilačke usluge, kurseve, usluge obrazovanja….itd), dostavi informacije koje su utvrđene kao obavezni elementi tog ugovora, i to na način koji će tom korisniku omogućiti da se upozna sa uslovima koji se odnose na pružanje usluga, kao i da uporedi ponude različitih pružalaca usluga i proceni da li ovi uslovi i usluge odgovaraju njegovim potrebama.

Pružalac usluga je u obavezi da korisniku usluga informacije iz stava 1. ovog člana dostavi na način koji ga ni u jednom trenutku neće dovesti u zabludu u vezi sa uslovima koji se odnose na pružanje usluga.

Pružalac usluga dužan je da korisniku usluga informacije iz stava 1. ovog člana dostavi na papiru ili drugom trajnom nosaču podataka.

Pružalac usluga može korisniku usluga dostaviti informacije iz stava 1. ovog člana dostavljanjem nacrta okvirnog ugovora koji sadrži ove informacije.

Član 12.

Klijent ima pravo da odustane od zaključenog ugovora o uslugama (stručne obuke, prevodilačke usluge, kursevi, usluge obrazovanja….itd), ukoliko nije došlo do realizacije zahteva iz ugovora, a najkasnije 24 časa od trenutka zaključenja ugovora, bez navođenja razloga za odustanak.

Pri odustanku od ugovora iz stava 1. ovog člana, a pre isteka roka iz tog stava, Klijent je u obavezi da o svojoj nameri da odustane obavesti Pružaoca usluga lično, odnosno podnošenjem izjave o odustanku u pisanoj formi, pri čemu se datum prijema tog obaveštenja smatra datumom odustanka od ugovora.

U slučaju da je Klijent odustao od ugovora iz stava 2. ovog člana, u obavezi je da nadoknadi Pružaocu usluga i stvarne troškove koje je imalo povodom zaključenja ugovora o uslugama sa Klijentom, a o kojima ga je Pružalac usluga upoznao pre zaključenja ugovora o uslugama.

Kod ugovora za koji je dato obezbeđenje od strane Klijenta, Pružalac usluga će naplatiti svoje troškove koji su nastali u realizaciji ugovora u visini stvarnih troškova, a razliku će vratiti Klijentu ukoliko je iznos obezbeđenja koji je pružio veći od troškova koji su nastali. Ukoliko je Klijent pružio obezbeđenja čiji je iznos manji od troškova koji su nastali, u obavezi je da naknadi razliku Pružaocu usluga.

Ukoliko su Klijentu pružene i sporedne usluge, a koje su bile u vezi sa ugovorom o uslugama od kojeg Klijent odustaje, po ispunjenju uslova za odustanak iz ovog člana, Klijenta više ne obavezuju ni ugovori o sporednim uslugama.

Odustanak od ugovora zaključenog na daljinu

Ako je ugovor zaključen putem interneta ili drugim sredstvom komunikacije na daljinu, Klijent koji ima svojstvo potrošača ostvaruje pravo na odustanak od ugovora u skladu sa Zakonom o zaštiti potrošača Republike Srbije.

Ako Klijent zahteva da pružanje usluge započne pre isteka zakonskog roka za odustanak, smatra se da je dao izričit prethodni zahtev za početak pružanja usluge u skladu sa zakonom.

Kada je usluga u potpunosti izvršena uz prethodni izričit zahtev i saglasnost potrošača u skladu sa zakonom, pravo na odustanak može prestati u meri predviđenoj važećim propisima.

Odredbe ovog člana primenjuju se isključivo u meri u kojoj je pravo na odustanak predviđeno važećim propisima Republike Srbije.

Član 13.

Pri zaključivanju ugovora o uslugama, Pružalac usluga uz ugovor uručuje Klijentu jedan primerak pregleda obaveznih elemenata tog ugovora.

Drugi primerak ovog plana, odnosno pregleda Pružalac usluga zadržava u svojoj dokumentaciji.

Član 14.

Obaveštavanje Klijenta u toku trajanja ugovornog odnosa Pružalac usluga će vršiti u sledećim slučajevima i na sledeće načine:

– u slučaju da dođe do promene nekih od obaveznih elemenata ugovora o uslugama, Pružalac usluga dostavlja obaveštenje Klijentu o nameravanoj promeni. Na ovaj način se Klijent obaveštava da je za promenu potrebna njegova pisana saglasnost. Ukoliko se Klijent ne izjasni na izričit način, u pisanoj formi, da nije saglasan sa nastalim promenama u roku od 48 časova od trenutka kada mu je dostavljeno obaveštenje, smatraće se da je Klijint dao prećutnu saglasnost na novonastale promene.

– u slučaju kada je ugovorena fiksna cena za usluge koje su definisane ugovorom, a zbog okolnosti na tržištu ili promene poslovne politike dođe do promene cene, Pružalac usluga obaveštava Klijenta o svakoj izmeni cene u pisanoj formi na način ugovoren sa Klijentom, uz navođenje datuma od kada se izmenjena cena primenjuje. Ukoliko se Klijent u pisanoj formi ne izjasni u roku od 48 časova od trenutka prijema obaveštenja da odustaje od ugovora o uslugama, zato što je došlo do promene cene smatraće se da je saglasan i da prihvata nove cene.

Ukoliko se Klijent ne saglasi u predviđenom roku sa datim promenama cena, Pružalac usluga je u obavezi da realizuje svoje obaveze do trenutka nastanka promene. Klijent može bez naknadnih troškova da zahteva raskid ugovora. Ukoliko Klijent nije do trenutka zahteva za raskid ugovora izmirio sve obaveze za realizovane usluge prema Pružaocu usluga, u obavezi je da izmiri sve obaveze vezane za realizovane usluge na osnovu ugovora;

– dostavljanjem planova otplate usluga za sve vreme trajanja ugovornog odnosa, na zahtev Klijenta i bez naknade;

– o promeni podataka koji nisu obavezan elemenat ugovora, isticanjem obaveštenja u poslovnim prostorijama Pružaoca usluga i/ili na internet prezentaciji Pružaoca usluga, kao i dostavom na trajnom nosaču podataka a u skladu sa ugovorom između Pružaoca usluga i Klijenta;

– u slučaju da je ugovorom definisano da se za realizaciju usluga angažuju određena lica na poslovima za realizaciju usluge, pravo Pružaoca usluga je da na osnovu svoje procene angažuje i druga lica koja su adekvatna za obavljanje tih usluga bez pismene saglasnosti Klijenta. Angažovanje drugih lica na realizaciji usluga ne moze se smatrati razlogom za raskid ugovora ili zahtevom Klijenta za povraćaj novca. Pružalac usluga ne može zahtevati od Klijenta naplatu dodatnih troškova zbog angažovanja drugih lica za realizaciju ugovorenih usluga. Pružalac usluga može tražiti naplatu dodatnih troškova zbog angažovanja drugih lica za realizaciju ugovorenih usluga u slučaju da mu u trenutku potpisivanja ugovora nisu bile poznate okolnosti koje zahtevaju angažovanje drugih lica za realizaciju ugovorenih usluga, Pružalac usluga može angažovati i druga lica za realizaciju te usluge samo uz pisanu saglasnost Klijenta. Ukoliko zbog tih okolnosti Klijent želi da raskine ugovor, u obavezi je da nadoknadi sve stvarne troškove koje je Pružalac usluga imao do trenutka raskida ugovora.

– Ukoliko Klijent kasni sa izmirenjem svojih obaveza Pružalac usluga će, u skladu sa zakonom, primeniti pravila o docnji kao i obračun zakonske zatezne kamate i eventualne ugovorne kazne.

Pružalac usluga će izmene i dopune dostaviti elektronskim putem ukoliko je e-mail adresa dostupna Pružaocu usluga, u suprotnom dostava će se izvršiti putem pošte na adresu koja je poznata Pružaocu usluga .

Smatraće se da se Klijent saglasio sa predloženim izmenama, ukoliko do dana početka primene istih, nije obavestio Pružaoca usluga da nije saglasan.

Klijent ima pravo da, pre dana početka primene predloženih izmena i dopuna raskine ugovor bez plaćanja naknade i drugih troškova, ako nije saglasan sa tim izmenama.

– Ukoliko Pružalac usluga raskine ugovor o uslugama Klijent je u obavezi je da izvrši uplate ukoliko je uplaćen iznos manji od troškova koji su nastali u realizaciji usluge, i u obavezi je da naknadi razliku Pružaocu usluga za troškove koje je imao do momenta raskida ugovora.

Klijent nema prava da potražuje dodatne troškove ili navodi štetu do koje je došao raskidom ugovora od strane Pružaoca usluga.

– Ukoliko Klijent raskine ugovor Pružalac usluga ima prava da traži naknadu eventualno nastale štete koja je nastala raskidom ugovora od strane Klijenta.

– Ako je to ugovoreno, Pružalac usluga može otkazati pružanje usluga Klijentu ukoliko nije izmirio obaveze na osnovu ugovora i tražiti da odmah izmiri sve zaostale obaveze da bi nastavili sa pružanjem usluga.

Ukoliko i nakon zahteva za izmirenje obaveza Klijent ne izmiri obaveze, smatra se da su se stekli uslovi za raskid ugovora i stvara se obaveza Klijenta da izmiri sve obaveze po ugovoru.

Član 15.

U slučaju ustupanja potraživanja iz ugovora o uslugama (stručne obuke, prevodilačke usluge, kursevi, usluge obrazovanja….itd), od strane Pružaoca usluga drugom pravnom licu, Klijent zadržava sva prava koja su ugovorena, kao i pravo isticanja prigovora prema drugom pravnom licu koje je imao i prema Pružaocu usluga. Drugo pravno lice ne može Klijenta dovesti u nepovoljniji položaj od položaja koji bi imao da to potraživanje nije preneto i korisnik zbog toga ne može biti izložen dodatnim troškovima.

Pružalac usluga će Klijenta obavestiti o ustupanju potraživanja iz prethodnog stava na ugovoreni način (pisanim putem, elektronski na prijavljenu elektronsku kontakt adresu ili na drugi ugovoreni način) u razumnom roku odmah nakon izvršenog ustupanja potraživanja.

Ustupanje potraživanja se ne može smatrati uslovom za raskid ugovora.

Član 16.

Ukoliko Klijent iz neopravdanih razloga odustane od zahteva za realizaciju usluge koju je tražio od Pružaoca usluga, a za koju nije potrebno potpisivanje ugovora, Pružalac usluga može naplatiti naknadu do visine ostvarenih troškova za realizaciju usluge do trenutka odustajanja Klijenta od zahteva uključujući i administrativne troškove koji iznose 20% od iznosa predračuna ili računa ili uplate na tekući račun Pružaoca usluga (u daljem tekstu uplata) i eventualno tražiti naknadu pretrpljene štete do koje je Klijent doveo odustajući od predhodnog zahteva za realizaciju usluge.

Član 17.

Ukoliko klijent iz neopravdanih razloga odustane od zahteva za realizaciju usluge koju je tražio od Pružaoca usluga, a za koju su potpisali ugovor, Pružalac usluga može naplatiti naknadu do visine ostvarenih troškova za realizaciju usluge do trenutka odustajanja Klijenta od zahteva uključujući i administrativne troškove koji iznose 20% od vrednosti ugovora i eventualno tražiti naknadu pretrpljene štete do koje je Klijent doveo odustajući od predhodnog zahteva za realizaciju usluge po potpisanom ugovoru.

Član 18.

U slučajevima kada Klijent odustane od korišćenja usluga po sklopljenom ugovoru, a pre realizacije dogovorenih usluga zbog nastanka okolnosti koje nije mogao predvideti u trenutku potpisivanja ugovora, uz zahtev za raskid ugovora zbog nastanka nepredvidjenih okolnosti ili dejstva više sile, Klijent mora dostaviti dokaz o nastanku nepredvidjenih okolnosti ili više sile. U suprotnom se ne može smatrati da je došlo do tih okolnosti i ne može doći do raskida ugovora na osnovu navedenih okolnosti.

Trenutkom nastanka nepredvidjenih okolnosti ili više sile, Klijenta prestaju da obavezuju dejstva sklopljenog ugovor.

U slučaju raskida ugovora iz prethodnog stava ovog člana Klijent je dužan da izvrši uplatu za pružene usluge do trenutka odustanka od tog ugovora, a najkasnije u roku od 30 dana od dana kada su se stekli uslovi za raskid ugovora.

Član 19.

U slučajevima kada Klijent odustane od zahteva za koji nije predviđeno zaključenje ugovora (nakon uplate po predračunu ili računu ili uplate na tekuži račun Pružaoca usluga) pre realizacije dogovorenog zahteva, a zbog nastanka okolnosti koje nisu postojale i nisu bile predviđene u trenutku podnošenja zahteva ili pod dejstvom više sile, Klijent je u obavezi da dostavi dokaz o nastanku nepredvidjenih okolnosti ili više sile u roku od 5 dana od dana nastupanja nepredvidjenih okolnosti ili više sile. U suprotnom, ne može se smatrati da je došlo do tih okolnosti i ne može doći do odustajanja od strane Klijenta na osnovu napred navedenih okolnosti.

U slučaju opravdanih razloga za odustanak Klijenta iz prethodnog stava ovog člana Pružalac usluga će Klijentu vratiti uplaćeni iznos depozita na ime garancije za izvršenje usluga umanjen za iznos administrativnih troškova koji u ovom slučaju iznose 5% od vrednosti usluge na osnovu zahteva klijenta, iznos će se umanjiti od ukupnog iznosa izvršenih uplata Klijenta koje je Klijent isplatio do trenutka odustanka, a povraćaj uplaćenog iznosa umanjenog za administrativne troškove Pružalac će izvršiti najkasnije u roku od 30 dana od dana kada su se stekli uslovi za raskid ugovora.

Zahtev za odustanak iz stava 1. ovog člana mora se predati u pisanoj formi elektronskim putem ili u poslovnim prostorijama Pružaoca usluga.

ODGOVORNOSTI PRUŽAOCA USLUGA

Član 20.

Pružalac usluga u ispunjavanju obaveza iz svoje delatnosti postupa sa dužnom pažnjom, u skladu sa pravilima i propisima koja regulišu oblast poslovanja.

Marketinške aktivnosti Pružaoca usluga usmerene su ka pravovremenom i istinitom informisanju javnosti o njegovoj finansijskoj poziciji, vrstama i kvalitetu usluga, kadrovskim i kapitalnim resursima.

U obraćanju javnosti Pružalac usluga će izbegavati metode nelojalne konkurencije i držati se principa Kodeksa profesionalne etike i Kodeksa profesionalnog poslovnog ponašanja.

Komunikacija između Klijenta i Pružaoca usluga vrši se preko informativnog i reklamnog materijala, telefonskim kontaktom, preko internet prezentacije Pružaoca usluga, poštom odnosno komunikacijom u pisanoj formi, E-mailom, SMS uslugom mobilne telefonije, kao i direktnom usmenom komunikacijom. Pružalac usluga ima pravo da podatke (adresa, broj telefona, faksa, E-mail adresa i ostali podaci za kontakt sa Klijentom) koje mu je Klijent dostavio, prilikom zaključenja ugovora ili potpisivanja zahteva za neku od usluga, koristi za dostavljanje obaveštenja Klijentu o proizvodima, uslugama i drugim aktivnostima u vidu poruka, brošura, prezentacija i drugih vidova poslovne komunikacije navedenih u predhodnom stavu.

Član 21.

Pružalac usluga je propisao Interni kodeks profesionalnog ponašanja, u skladu sa zakonom. Kodeks utvrdjuje opšte etičke principe i norme profesionalnog ponašanja koji se odnose na Pružaoca usluga u svim njihovim poslovnim odnosima sa Klijentima.

Pružalac usluga upoznaje Klijente sa minimumom standarda dobre poslovne prakse kojih će se Pružalac usluga pridržavati u svom radu.

Član 22.

Pružalac usluga obezbeđuje, na zahtev Klijenta, informacije o stanju realizacije usluga ili zahteva Klijenata, kao i druge informacije iz poslovnog odnosa Klijenta i Pružaoca usluga.

Pružalac usluga Klijentima pruža jasne i razumljive informacije, čini ih lako dostupnim i uočljivim.

Član 23.

Pružalac usluga ne odgovara za štetu koja nastupi delovanjem:

– više sile

– oružanih sukoba

– mera koje preduzima domaći, strani ili medjunarodni organ vlasti

– bojkota, štrajka ili drugih oblika prekida rada izazvanih sindikalnom akcijom

– prekida struje, prekida u sredstvima veze, prekida internet komunikacije ili opremi ili softveru Pružaoca usluga ili trećih lica i

– drugih okolnosti na koje Pružalac usluga nema uticaj.

Navedeno u prethodnom stavu ovog člana važi i u slučaju da Pružalac usluga iz opravdanih razloga u određene dane ili na određeno vreme obustavi ili ograniči svoju poslovnu delatnost.

Pružalac usluga će preduzeti mere koje su potrebne da bi se minimizirao ili ograničio svaki uticaj koji bi izazvao štetu Klijentu.

Član 24.

Pružalac usluga ima pravo na slobodan izbor Klijenata.

Pružalac usluga ne realizuje nezakonite aktivnosti i poslove, niti podržava bilo koje druge aktivnosti koje su proistekle iz nezakonitih aktivnosti, ili koje kao krajnji cilj imaju neku nezakonitu aktivnost.

Pružalac usluga ima pravo i da odbije zaključenje ugovora i/ili pružanje usluge Klijentu.

Takodje, Pružalac usluga ima pravo da bez saglasnosti Klijenta obustavi mogućnost korišćenja određenih usluga i/ili proizvoda u skladu sa propisima iz oblasti sprečavanja pranja novca i sprečavanja finansiranja terorizma, kao i u skladu sa svojim internim aktima, a u sve u skladu sa propisima.

Poslovna tajna

Član 25.

Poslovnom tajnom smatraju se podaci propisani zakonom i to:

– podaci koji su poznati Pružaocu usluga, a odnose se na lične podatke, finansijsko stanje i transakcije, kao i na vlasništvo ili poslovne veze Klijenata;

– drugi podaci do kojih Pružalac usluga dođe u poslovanju sa Klijentima.

Pružalac usluga, njegovi saradnici i spoljni revizor Pružaoca usluga i druga lica koja zbog prirode posla koji obavljaju imaju pristup podacima koji predstavljaju poslovnu tajnu, ne mogu te podatke saopštavati trećim licima ni koristiti ih protivno interesu Pružaoca usluga i njegovih Klijenata, niti mogu trećim licima omogućiti pristup tim podacima.

Obaveza čuvanja poslovne tajne ne prestaje ni kada licu prestane status na osnovu koga je ostvarilo pristup podacima koji predstavljaju poslovnu tajnu.

Pružalac usluga može saopštiti podatke o Klijentu koji se smatraju poslovnom tajnom trećim licima samo uz pismeno odobrenje tog Klijenta, osim ako zakonom nije drugačije propisano.

Član 26.

Izuzeci od obaveze čuvanja poslovnom tajne postoje ako se podaci saopštavaju :

• na osnovu Odluke ili zahteva nadležnog suda;

• za potrebe Ministarstva nadležnog za unutrašnje poslove, organa nadležnog za borbu protiv organizovanog kriminala i organa nadležnog za sprečavanje pranja novca u skladu sa propisima kojima se uredjuje sprečavanje pranja novca;

• u vezi sa imovinskim postupkom, a na osnovu zahteva staraoca imovine ili konzularnih predstavništava stranih država uz podnošenje odgovarajućih pismenih dokumenata kojima se dokazuje opravdan interes ovih lica;

• u vezi sa postupkom izvršenja na imovini Klijenta od strane nadležnog organa;

• regulatornim telima u Republici Srbiji radi obavljanja poslova iz njihove nadležnosti;

• nadležnom organu u vezi sa vršenjem kontrole obavljanja platnog prometa kod pravnih i fizičkih lica koja obavljaju delatnost u skladu sa propisima kojima se uređuje platni promet;

• Poreskoj upravi u skladu sa propisima kojima se uređuju poslovi iz njene nadležnosti;

• organu nadležnom za poslove kontrole deviznog poslovanja;

Pružalac usluga ima pravo da podatke koji predstavljaju poslovnu tajnu saopšti javnom tužiocu i sudovima, odnosno drugim nadležnim organima koji vrše javno-pravna ovlašćenja isključivo radi zaštite svojih prava, u skladu sa Zakonom.

Član 27.

Klijent ugovorom daje saglasnost i ovlašćuje Pružaoca usluga da sve podatke koje mu je prezentovao prilikom zaključenja Ugovora, kao i podatke do kojih Pružalac usluga dođe u toku realizacije ovog Ugovora, a koji se u smislu Zakona o zaštiti podataka smatraju ličnim podacima, a u smislu Zakona o poslovnoj tajni mogu koristiti, obrađivati i čuvati u svrhu realizacije ovog Ugovora, unapređenja poslovne saradnje sa Klijentima, razvoja svojih usluga i proizvoda, kao i u svrhu sprovođenja istraživanja i analiza za potrebe Pružaoca usluga.

Pružalac usluga je u obavezi da obezbedi adekvatan tretman vezano za čuvanje poverljivosti i integriteta podataka svojih Klijenata, a u skladu sa važećim relevantnim propisima Republike Srbije.

Fotografisanje i snimanje

Fotografisanje, audio ili video snimanje Polaznika radi promocije, marketinga ili drugih svrha koje nisu neophodne za izvršenje ugovora može se vršiti isključivo na osnovu prethodne dobrovoljne saglasnosti lica na koje se podaci odnose, odnosno njegovog zakonskog zastupnika kada je to potrebno.

Data saglasnost može se povući u svakom trenutku, pri čemu povlačenje saglasnosti ne utiče na zakonitost obrade izvršene pre njenog povlačenja.

Neovlašćeno snimanje nastavnika, drugih polaznika ili časova od strane Klijenata i Polaznika nije dozvoljeno, osim uz prethodnu izričitu saglasnost svih lica na koja se snimanje odnosi.

Pružalac usluga i rizici

Član 28.

Pružalac usluga je u skladu sa propisima, kao i u skladu sa svojim internim procedurama, u obavezi da poštuje određene limite izloženosti raznim vrstama rizika za poslove koje Klijent želi da obavlja sa njim.

Veći rizik predstavlja i veću cenu poslovanja kako za Pružaoca usluga tako i za Klijenta.

Pružalac usluga će Klijentu objasniti potrebu za smanjenjem rizika u određenim slučajevima kada potreba Klijenta za određenom uslugom može uticati na povećanje rizika, kao i o načinima smanjenja rizika koji iziskuju saradnju Klijenta u domenu pribavljanja dodatnih dokaza, sredstava obezbeđenja ili ispunjavanja drugih uslova, a u cilju realizacije posla po najmanje rizičnim uslovima, kako za Klijenta, tako i za Pružaoca usluga.

Upravljanje sukobima interesa

Član 29.

Zbog prirode delatnosti koju obavlja Pružalac usluga, a koja uključuje poslove u oblastima obrazovanja, stručnih obuka, kurseva može doći do sukoba:

– Između interesa Pružaoca usluga ili određenih lica povezanih sa Pružaocem usluga i obaveza koje Pružalac usluga ima prema svojim Klijentima i

– između različitih interesa dva ili više Klijenata sa kojima Pružalac usluga ima poslovni odnos.

Pružalac usluga je u obavezi da utvrdi mogućnost nastanka sukoba interesa, te ako je moguće da ih izbegne.

Ako se sukobi interesa ne mogu izbeći postojećom organizacijom ili internim procesima unutar poslovanja Pružaoca usluga, prioritet Pružaoca usluga je da ih reši u interesu svojih Klijenata.

Ukoliko ne postoje organizacione i administrativne mere kojima može da se obezbedi sprečavanje rizika nanošenja štete Klijentu, Pružalac usluga će obelodaniti Klijentu osnovnu prirodu, odnosno izvore sukoba interesa, pre zasnivanja poslovnog odnosa sa Klijentom, odnosno pre nego što započne izvršenje usluga u ime i za račun Klijenta. Obelodanjivanje, kao krajnju meru upravljanja sukobima interesa, Pružalac usluga će izvršiti uopšteno, odnosno na način kojim se ne narušavaju odredbe o poslovnoj tajni prema drugim Klijentima.

Politika o poslovnim poklonima

Član 30.

Politika o poklonima reguliše upravljanje sukobom interesa koji nastaje u momentima u kojima Pružaoci usluga prihvataju poklone, i ostale privatne koristi ponuđene od strane Klijenata i drugih poslovnih partnera Pružaoca usluga, koji se smatraju neprimerenim ili premašuju granice uobičajenog poslovnog odnosa.

Pružalac usluga prikuplja i obrađuje podatke koji se odnose na poslovne poklone, i to: podatke o identitetu Klijenta / poslovnog partnera koji je ponudilac poklona, kao i o vrsti i procenjenoj vrednosti ponuđenog poslovnog poklona.

Obradom podataka o poslovnim poklonima Pružalac usluga umanjuje sukob interesa koji može nastati iz uticaja poklona na nepristrasan i zakonit rad na najmanju moguću meru. Sve prihvaćene poklone, koji su suprotni politici Pružaoca usluga, prosleđuju se u humanitarne svrhe.

Odgovornost Klijenta

Član 31.

Klijent je obavezan da pre zaključenja ugovora sa Pružaocem usluga pažljivo pročita sve uslove, a koji su sadržani u pismenim dokumentima Pružaoca usluga, počevši od Opštih uslova poslovanja, ponude Pružaoca usluga, tekstova ugovora, aneksa i priloga ugovora, opštih uslova korišćenja pojedinih usluga, koje mu Pružalac usluga dostavlja u cilju zaključenja konkretnog pravnog posla.

Takođe Klijent ima pravo da se redovno informiše o promenama uslova koje nudi Pružalac usluga i da zatraži sve dodatne relevantne informacije i objašnjenja.

Obaveštavanje Pružaoca usluga

Član 32.

Klijent je obavezan da bez odlaganja, a najkasnije u roku od 15 dana od dana nastanka promene, obavesti Pružaoca usluga o svim promenama ličnog i porodičnog imena, kućne adrese, adrese poslodavca, promeni ovlašćenog lica i drugim promena bitnim za nesmetano obavljanje poslovanja Klijenta i Pružaoca usluga.

O statusnim i drugim promenama koje se registruju kod Agencije za privredne registre, suda ili drugog nadležnog organa Klijent je u obavezi da obavesti Pružaoca usluga, uz dostavljanje dokaza o promeni, u roku od 3 dana od dobijanja rešenja o upisu te promene.

Klijent je u obavezi da bez odlaganja obavesti Pružaoca usluga i o promeni drugih elemenata koji su važni za servisiranje njegovih obaveza prema Pružaocu usluga, kao što su promena posla, gubitak posla, smanjenje ili gubitak prihoda i drugi elementi, važni za medjusobni odnos.

Klijent je takođe u obavezi da prijavi Pružaocu usluga promenu svih podataka koje je Pružalac usluga prijavio kao relevantne za dostavu obaveštenja i informacija a koje se ne nalaze u zvanično registrovanim podacima vezanim za Klijenta. U suprotnom, Pružalac usluga neće snositi posledice neprijavljivanja ovakvih promena. Navedeno se naročito odnosi na kontakt podatke prijavljene u svrhu obaveštavanja Klijenta koje Pružalac usluga vrši u skladu sa propisima i ovim Opštim uslovima, kao i na sva druga obaveštavanja koja su u interesu Klijenta i Pružaoca usluga, a koji uključuju poštansku adresu, broj telefona, E-mail adresu i slično.

Klijent je takođe obavezan da se odazove na razgovor, kad god Pružalac usluga oceni da je to potrebno i tako pruži relevantne informacije.

Član 33.

Pisana komunikacija izmedju Pružaoca usluga i Klijenta vrši se prema poštanskoj i/ili elektronskoj adresi o kojoj je Klijent obavestio Pružaoca usluga, odnosno putem slanja SMS poruka na broj mobilnog uređaja koji je dostavljen Pružaocu usluga.

U slučaju da Klijent ne obavesti Pružaoca usluga blagovremeno o promeni adrese boravišta, prebivališta, sedišta, kao i o drugim podacima koji mogu uticati na uredno dostavljanje obaveštenja Pružaocu usluga, sva obaveštenja (polaganje ispita, održavanje predavanja, status predmeta, status prevoda itd) smatraće se uredno dostavljena ukoliko su poslata na poslednju adresu koju je Klijent prijavio Pružaocu usluga, a obaveza Pružaoca usluga, koja iz obaveštenja proističe, smatraće se izvršenom:

– na dan predaje pisanog materijala – pošljke pošti za dostavu preporučenom pošiljkom, na dan predaje pisanog materijala;

– pošiljke firmi koja je registrovana i angažovana od strane Pružaoca usluga za dostavu;

– na dan dostave izvršen elektronskim putem na trajnom nosaču podataka koji omogućava čuvanje podataka – E-mail, SMS koji je Klijent naznačio kao kontakt podatak;

– na dan dostave na drugi način po izboru Pružaoca usluga u slučajevima kada sa Klijentom nije drugačije ugovoreno.

Posledice neispunjavanja obaveze iz prethodnog stava ovog člana snosiće Klijent.

U slučaju da pošiljka / elektronska poruka dostavljena Klijentu bude vraćena Pružaocu usluga, zbog netačno datih podataka od strane Klijenta ili neažuriranih podataka, Pružalac usluga može prestati da šalje pisane / elektronske pošiljke Klijentu, sve dok Klijent ne obavesti Pružaoca usluga o promeni odnosno o tačnim podacima potrebnim za dostavu pošiljki.

Ukoliko Pružalac usluga utvrdi da registrovani brojevi telefona, e-mail adresa, faksa i drugih elektronskih kontakt adresa ne pripadaju Klijentu ili su neispravni, prestaje obaveza Pružaoca usluga o obaveštavanju Klijenta.

U slučaju iz prethodnog stava smatraće se da je Klijent uredno obavešten, ukoliko je Pružalac usluga dostavio obveštenje Klijentu na poslednju prijavljenu i poznatu adresu/e-mail/br. moblilnog telefona.

Član 34.

Isprave, obaveštenja i nalozi koje Klijent dostavlja Pružaocu usluga moraju biti jasni, potpuni i nedvosmisleni, čitko popunjeni/napisani, kao i sve naknadne i izmene i dopune osnovnih zahteva. Izmene i dopune zahteva moraju biti sa jasnom naznakom i pozivom na osnovni zahtev koji je predmet izmene ili dopune.

Klijent je odgovoran za štetu koja nastane ukoliko se ne pridržava obaveza obaveštavanja Pružaoca usluga, u smislu člana 32. i 33.

Nalozi Pružaocu usluga

Član 35.

Zahtevi Klijenata koji se odradjuju na osnovu pisanog zahteva moraju biti čitki, jasni i nedvosmosleni, dati u pisanoj formi ili na drugi način, a u skladu sa važećim zakonskim i drugim propisima i aktima Pružaoca usluga.

Ukoliko Pružalac usluga smatra da nije u mogućnosti da izvrši zahtev, obavestiće o tome Klijenta u razumnom/propisanom roku.

Pružalac usluga ne odgovara za štetu koja nastane u izvršenju naloga, ako je šteta prouzrokovana potrebom za dopunskom proverom nedovoljno preciznih naloga.

Pružalac usluga ne odgovora za štetu ukoliko je pri realizaciji naloga postupao sa uobičajenom pažnjom.

Član 36.

Klijent je u obavezi da popuni obrasce, propisane kod Pružaoca usluga, u celosti kada je to neophodno kako bi se odmah obezbedilo postupanje po nalogu sadržanom u obrascu.

Pružalac usluga ima pravo da ne izvrši naloge ako su nalozi dati na obrascima koje Pružalac usluga nije sačinio ili odobrio. U slučaju netačnih ili nepotpunih informacija dostavljenih Pružaocu usluga od strane Klijenta, Pružalac usluga ne snosi odgovornost za bilo koji gubitak ili štetu proizašlu iz takvog činjenja ili nečinjenja.

Član 37.

Ukoliko Klijent zahteva hitno izvršenje naloga-zahteva, o tome mora posebno obavestiti Pružaoca usluga, istovremeno sa davanjem naloga.

Član 38.

Klijent mora bez odlaganja proveriti tačnost podataka unetih u ugovore, i u ostalu dokumantaciju vezanu za realizaciju zahteva klijenta, kao i svih drugih obaveštenja koje primi od Pružaoca usluga, te u cilju usaglašavanja/ispravke o eventualnim uočenim nepravilnostima obavesti Pružaoca usluga.

Prigovor klijenta i druge reklamacije

Član 39.

Ako Klijent smatra da se Pružalac usluga ne pridržava obaveza iz zaključenog Ugovora, dobrih poslovnih običaja i Opštih uslova, može uputiti pisano, elektronskim putem ili neposredno prigovor Pružaocu usluga.

Član 40.

Klijent ima pravo da Pružaocu usluga uputi prigovor u pismenoj formi (u daljem tekstu: prigovor) ako smatra da se Pružalac usluga ne pridržava odredaba Zakona o zaštiti potrošača i drugih propisa kojima se uređuju ove usluge, Opštih uslova poslovanja ili dobrih poslovnih običaja koji se odnose na te usluge ili obaveza iz ugovora zaključenog s Klijentom. Klijent ima pravo na prigovor u roku od 8 dana od dana kad je učinjena povreda njegovog prava ili pravnog interesa.

Pružalac usluga je u obavezi da Klijentu u pismenoj formi dostavi jasan i razumljiv odgovor na prigovor najkasnije u roku od 8 dana od dana prijema prigovora, a takođe je u obavezi i da u tom odgovoru Klijentu ukaže na njegovo pravo da podnese pritužbu nadležnoj instituciji, u skladu sa Zakonom o zaštiti potrošača.

Izuzetno, ako Pružalac usluga iz objektivnih i neskrivljenih razloga ne može dostaviti odgovor u roku iz prethodnog stava – taj se rok može produžiti za još najviše 8 dana, o čemu je Pružalac usluga u obavezi da pismeno obavesti Klijenta u roku od 8 dana od dana prijema prigovora. Pružalac usluga je u obavezi da u obaveštenju jasno i razumljivo navede razloge zbog kojih nije bio u mogućnosti da dostavi odgovor u roku od 8 dana od dana prijema prigovora, kao i krajnji rok za davanje odgovora u skladu s tim stavom.

Pružalac usluga ne može Klijentu koji je podneo prigovor naplatiti naknadu, niti bilo koje druge troškove za postupanje po prigovoru.

Član 41.

Ako je Klijent nezadovoljan odgovorom na prigovor ili mu taj odgovor nije dostavljen u roku iz prethodnog člana – Klijent i Pružalac usluga mogu, pre pokretanja sudskog spora, rešiti spor vansudskim rešavanjem sporova, u skladu sa Zakonom o zaštiti potrošača.

Nadležno telo za vansudsko rešavanje sporova bliže je definisano Zakonom o zaštiti potrošača.

Član 42.

Tela iz prethodnog člana sprovode posredovanje u skladu sa Zakonom o posredovanju u rešavanju sporova. Klijent i Pružalac usluga su u obavezi, da u slučaju spora, pokušaju da sporni odnos reše posredovanjem pre pokretanja sudskog postupka.

Postupak posredovanja se pokreće predlogom za zaključenje sporazuma o pristupanju posredovanju. Kada jedna strana uputi ovakav predlog, druga strana je dužna da se o navedenom predlogu izjasni pisanim putem u roku od 15 dana od dana prijema predloga.

Zaključenjem sporazuma o pristupanju posredovanju smatra se da je postupak posredovanja pokrenut. Klijent i Pružalac usluga su u obavezi da u toku postupka posredovanja nastoje da mirnim putem i u skladu sa dobrim poslovnim običajima reše sva sporna pitanja.

Ukoliko postignu saglasnost i razreše sva sporna pitanja, Pružalac usluga i Klijent zaključuju sporazum o rešavanju spora putem posredovanja.

U slučaju da Pružalac usluga i Klijent ne postignu saglasnost prilikom sprovođenja postupka posredovanja, postupak posredovanja se okončava. Svaka strana može ostvariti svoja prava pred stvarno i mesno nadležnim sudom.

Postupak posredovanja bliže je uređen Zakonom o posredovanju u rešavanju sporova.

Član 43.

U slučaju postojanja primedbi na dokumenta koja je Klijent primio od Pružaoca usluga, reklamacija mora biti dostavljena Pružaocu usluga najkasnije u roku od 8 dana od dana prijema spornog dokumenta ili od dana saznanja za osnov prigovora. Pružalac usluga je u obavezi da u roku od 8 dana pismeno odgovori Klijentu koji je podneo reklamaciju. Pružalac usluga je u obavezi da Klijentu izda pisanu potvrdu o prijemu reklamacije ili da elektronskim putem potvrdi prijem reklamacije.

Pružalac usluga je u obavezi da vodi evidenciju primljenih reklamacija i da je čuva najmanje dve godine od dana podnošenja reklamacija Klijenata.

Način podnošenja reklamacija u vezi sa uslugama koje spadaju u delatnost Pružaoca usluga bliže je definisan propisima koji regulišu tu materiju.

Ukoliko Klijent ne dostavi prigovor ili reklamaciju u navedenim rokovima, smatraće se da je saglasan sa sadržajem dokumenata primljenih od Pružaoca usluga.

Pružalac usluga ne odgovara za eventualne štetne posledice prouzrokovane kašnjenjem Klijenta prilikom ulaganja prigovora.

Član 44.

Klijent je dužan da bez odlaganja obavesti Pružaoca usluga da u očekivanom roku nije primio dokument, koji je saglasno ugovoru, Pružalac usluga trebalo da dostavi (dogovoreno prilikom izrade zahteva).

Pružalac usluga ne odgovara za štetu koja može nastati zbog izostanka prijema dokumenta, ako o tom izostanku nije bez odlaganja obavešten.

Neispunjenje ugovornih obaveza od strane Klijenta i raskid ugovora

Član 45.

Ako Klijent i posle dostavljanja obaveštenja ne izmiri dospele obaveze, Pružalac usluga ima pravo da svoje potraživanje proglasi dospelim i da zahteva naplatu celokupnog potraživanja. Takvo obaveštenje Pružalac usluga sačinjava u pisanoj formi uz navođenje razloga za raskid ugovora/naplatu potraživanja.

Član 46.

Troškovi koje Pružalac usluga bude imao u eventualnom sudskom postupku naplatiće se u skladu sa odlukom suda.

Svi sudski ili vansudski troškovi koje Pružalac usluga snosi, ako učestvuje u sudskim postupcima ili sporove izmedju Klijenta i treće strane, padaju na teret Klijenta.

Klijent snosi sve troškove koje je Pružalac usluga imao radi naplate dospelog potraživanja prema Klijentu.

Član 47.

Klijent i Pružalac usluga mogu raskinuti ugovorni odnos u skladu sa odredbama ovih Opštih uslova i u skladu sa pojedinačnim uslovima definisanim u ugovoru.

Pravno dejstvo raskida ugovornog odnosa počinje da teče od dana sporazuma o raskidu ugovora ili od dana prijema obaveštenja o raskidu, ukoliko drugačije nije izričito ugovoreno.

Član 48.

Kod poslova koje obavlja, Pružalac usluga može raskinuti ugovorni odnos i ako ugovorom to nije eksplicitno definisano u sledećim slučajevima i na sledeći način:

– kada je tekući račun pravnog lica u stalnom negativnom saldu bez priliva po računu u kontinuitetu godinu dana ili u blokadi.

– kada je tekući/platni račun u stalnom negativnom saldu bez priliva po računu u konitinuitetu do godinu dana ili u blokadi.

Član 49.

Kod svih poslovnih odnosa Pružalac usluga može raskinuti ugovorni odnos i ako to ugovornom nije eksplicitno definisano u sledećim slučajevima i na sledeći način:

– u slučaju da Kliijent ne ispunjava zahteve propisa i internih procedura Pružaoca usluga u vezi sa regulativom iz oblasti poznavanja Klijenta i sprečavanja pranja novca i finansiranja terorizma;

– u slučaju da je po ocenama stručnih službi Pružaoca usluga prepoznat značajni reputacioni rizik u vezi sa Klijentom i njegovim povezanim licima;

– u slučaju da se u vezi sa Klijentom ili njegovim povezanim licima vodi istražni postupak koji može bitno ugroziti poslovanje Pružaoca usluga, ili je Pružalac usluga stekao saznanje o Klijentu ili njegovim povezanim licima koje upućuje na mogući rizik od finansijskog kriminala, rizika i zloupotreba od strane Klijenta;

– u slučaju da Klijent ne poštuje jedan ili više uslova navedena u ugovoru ili dokumentu Opšti uslovi.

Identifikacija klijenta

Član 50.

Klijent je, u skladu sa propisima i internim procedurama Pružaoca usluga, obavezan da podnese određenu podatke, i to:

– pre uspostavljanja bilo kakve poslovne saradnje sa Pružaocem usluga

– pri upisu kursa

– stručne obuke.

Pružalac usluga zadržava pravo da odbije poslovnu saradnju sa Klijentom u slučaju da podneta dokumentacije nije u skladu sa zahtevom Pružaoca usluga.

Pored liste dokumentacije Pružalac usluga zadržava pravo da od Klijenta zahteva i dodatnu dokumentaciju i informacije kao uslov za uspostavljanje poslovne saradnje.

Pružalac usluga može tražiti dostavlajnje dodatne dokumentacije od Klijenta za realizaciju zahteva u skladu da propisima koji regulisu predmetnu materiju.

Posebne odredbe koje se odnose na kandidate i polaznike

Član 51.

Kursevi jezika i časovi u organizaciji Pružaoca usluga

Kursevi jezika i časovi koji se vrše u organizaciji Pružaoca usluga obavljaju se u skladu sa zakonskom regulativom koja bliže definiše ovu materiju, u skladu sa svojim programima rada, raspoloživim kadrovskim i tehničkim kapacitetima.

Propisi koji će bliže definisati standarde upisa, polaganja ispita, izdavanja sertifikata, uverenja ili potvrde nakon savladanog kursa jezika i položenog ispita za polaznika i kandidata za kurseve jezika, zavisi od plana i progama kursa jezika kao i od uzrasta polaznika i kandidata.

Pružalac usluga koji održava obuke i vrši ispitivanja kurseva jezika je u obavezi da ima odgovarajuće obrazovanje i da ispunjava potrebne standarde u skladu sa zakonom i propisima koji regulišu ovu materiju.

Informacije bliže vezane za dokumantaciju potrebnu za upis kandidata i polaznika, kurseve jezika, način polaganja ispita, uslove za izdavanje sertifikata, uverenja ili potvrda, možete videti na internet prezentaciji Pružaoca usluga.

Član 52.

Odustanak polaznika i kandidata

Polaznik i kandidat (u daljem tekstu Klijent) su u obavezi da potpišu ugovor sa Pružaocem usluga ili uplate iznos na tekući račun Pružaoca usluga na dan održavanja časa, odnosno nakon određenog broja održanih časova, u skladu sa dogovorom. Nakon uplate ili potpisivanjem ugovora stvara se obaveza između obe strane, na taj način se definišu međusobna prava i obaveze Pružaoca usluga i Klijenta. Odustanak Klijenta ili odustanak Pružaoca usluga nakon potpisivanja ugovora biće definisan ugovorom. Odustanak Klijenta ili odustanak Pružaoca usluga nakon uplate od strane klijenta biće definisan u skladu sa ovim Opštim uslovima poslovanja. Za sve što ne bude definisano ugovorom, primenjivaće se odredbe ovih Opštih uslova poslovanja i unutrašnjih akata i pravilnika Pružaoca usluga. Ukoliko nakon potpisivanja ugovora Klijent, u skladu sa dogovorenom dinamikom u ugovoru, ne koristi definisane usluge ne stiče pravo na povraćaj novca i u obavezi je da isplati ugovoreni iznos u celosti. Ukoliko kandidat- polaznik nakon uplate iznosa na osnovu računa ili predračuna, ne koristi definisane usluge ne stiče pravo na povraćaj novca i u obavezi je da isplati iznos u celosti na osnovu računa ili predračuna.

Odustanak Klijenta pre nego što se započne sa korišćenjem usluga

Kada Klijent odustane od svog zahteva vezano za usluge nakon potpisivanja ugovora ili izvršene uplate na dan održavanja časa ili na osnovu predračuna, pre nego što Klijent započne sa korišćenjem usluga, Klijent stiče pravo na povraćaj uplaćenog iznosa umanjenog za administrativne troškove Pružaoca usluga, koji iznose 20% od vrednosti potpisanog ugovora ili 20% od iznosa predračuna ili računa na osnovu kojih je izvršena uplata. Klijent, da bi stekao prava iz ovog stava, je u obavezi da u pisanom obliku preda Pružaoca usluga zahtev za odustanak najkasnije 24 časa pre početka korišćenja usluga ili najkasnije 8 dana nakon potpisivanja ugovora ili izvršene uplate.

Odustanak Klijenta kada se započne sa realizacijom usluga

Kada Klijent odustane od svog zahteva vezano za usluge nakon potpisivanja ugovora ili izvršene uplate, u trenutku kada je Klijent započeo sa korišćenjem usluga, Klijent stiče pravo na povraćaj uplaćenog iznosa umanjenog za administartivne troškove i troškove realizacije zahteva do trenutka odustanka Klijenta. Administrativni troškovi iznose 20% od vrednosti potpisanog ugovora ili 20% od iznosa predračuna ili računa na osnovu kojih je izvršena uplata.

Tom prilikom će se izvršiti obračun i utvrditi da li je Klijent ostvario pravo na povraćaj novca ili ima obavezu da izvrši doplatu do visine realizovanog zahteva od strane Pružaoca usluga. Klijent, da bi stekao prava iz ovog stava, u obavezi je da u pisanom obliku preda Pružaocu usluga zahtev za odustanak. Ukoliko Pružaocu usluga ne preda zahtev za odustaknak, smatra se da je saglasan da se njegov zahtev realizuje u skladu sa ugovorom ili Opštim uslovima poslovanja.

Odustanak Klijenta nakon realizacije usluga

Kada Pružalac usluga realizuje zahtev Klijenta nakon izvršene uplate ili nakon potpisivanja ugovora (obavi realizacuju usluga u skladu sa ugovorom u celini ili po izdatom predračunu ili računu u celini), Klijent gubi pravo da odustane od svog zahteva vezano za usluge, a u slučaju da odustane nema pravo na povraćaj uplaćenog iznosa i u obavezi je da uplati razliku između uplaćenog iznosa i punog iznosa usluga definisanog ugovorom ili iznosa na računu.

Odustanak od ugovora zaključenog na daljinu

Ako Klijent zahteva da pružanje usluge započne pre isteka zakonskog roka za odustanak, smatra se da je dao izričit prethodni zahtev za početak pružanja usluge u skladu sa zakonom.

Kada je usluga u potpunosti izvršena uz prethodni izričit zahtev i saglasnost potrošača u skladu sa zakonom, pravo na odustanak može prestati u meri predviđenoj važećim propisima.

Odredbe ovog člana primenjuju se isključivo u meri u kojoj je pravo na odustanak predviđeno važećim propisima Republike Srbije.

Odustanak Pružaoca usluga nakon potpisivanja ugovora za realizaciju usluga ili nakon izvršene uplate od strane klijenta

Kada Pružalac usluga, nakon potpisivanja ugovora za realizaciju usluga ili izvršene uplate od strane klijenta, iz opravdanih razloga, više sile ili zbog poslovne politike odustane od realizacije na osnovu uplaćenog ili ugovorenog zahteva pre početka realizacije zahteva, u toku trajanja realizacije zahteva ili nakon realizacije zahteva, Klijent može steći pravo na povraćaj uplaćenog iznosa. Obračun će se vršiti zaljučno sa danom odustanka Pružaoca usluga i tom prilikom će se izvršiti obračun i utvrditi da li je Klijent ostvario pravo na povraćaj novca ili ima obavezu da izvrši doplatu do visine realizovanog zahteva od strane Pružaoca usluga, zaključno sa danom odustanka. Ukoliko Pružalac usluga odustane od realizacije ugovorenog zahteva u skladu sa ovim stavom, Klijent ne može da tražiti nadoknadu troškova, niti može da zahteva nadoknadu štete.

Član 53.

Izdavanje sertifikata, uverenja, potvrde

Polaznik i kandidat nakon uspesno završenih kurseva i polaganja finalnog testa sa najmanje 70% uspeha stiču pravo na izdavanje sertifikata. Pružalac usluga će Klijentu izdati odgovarajuću ispravu iz ovog stava u skladu sa zakonskom regulativom koja definiše ovu materiju i internim aktom Pružaoca usluga.

Izdavanje sertifikata, uverenja i potvrde od strane Pružaoca usluga polazniku-kandidatu će se obaviti kada se steknu propisani uslovi iz ovog člana, a najkasnije 30 dana od dana kada su se stekli uslovi za izdavanje.

Član 54.

Individualna nastava

Polaznik može koristiti idividualne kurseve, obuke, imati individualne časove (dalje u ovom članu individualna nastava). Polaznik je u obavezi da, u slučaju opravdanog razloga za izostanak usled nemogućnosti dolaska na individualnu nastavu, najkasnije 24 časa pre termina održavanja individualne nastave obavesti Pružaoca usluga. U slučaju da polaznik u ovom roku ne obavesti Pružaoca usluga, smatra se da je individualna nastava održana za navedeni termin.

Član 55.

Cenovnik usluga

Cenovnik usluga je transparentan i nalazi se na internet prezentaciji Pružaoca usluga.

Član 56.

Ostale odredbe

Na sve sto niie uredjeno ovim Opštim uslovima primenjuju se odredbe odgovarajuće zakonske regulative koja bliže odredjuje i definiše oblast saradnje i poslovnog odnosa izmedju Klijenata i Pružaoca usluga.

U slučaju donošenja novih propisa, kao i izmena i/ili dopuna odgovarajuće zakonske regulative koja bliže odredjuje i definiše oblast saradnje i poslovnog odnosa izmedju Klijenata i Pružaoca usluga, isti će se neposredno primenjivati na ugovorena prava i obaveze Pružaoca usluga i Klijenta do donošenja odgovarajućih izmena i dopuna Opštih uslova poslovanja.

Član 57.

Primena Opštih uslova poslovanja Pružaoca usluga

Opšte uslove poslovanja donosi Pružaoc usluga.

Opšti uslovi poslovanja se objavljuju na internet stranici Pružaoca usluga.

Ovi Opšti uslovi poslovanja se primenjuju od dana objavljivanja.

Član 58.

Završne odredbe

Ovi Opšti uslovi predstavljaju sastavni deo svakog ugovora zaključenog između Pružaoca usluga i Klijenta, osim ako nije drugačije izričito ugovoreno.

Ovi Opšti uslovi dostupni su na srpskom i engleskom jeziku.

U slučaju razlika između jezičkih verzija, za ugovorne odnose koji se uređuju pravom Republike Srbije merodavna je verzija na srpskom jeziku.

GENERAL TERMS AND CONDITIONS OF BUSINESS

Article 1

These General Terms and Conditions of Business of RDVNC • Language Learning – Service Provider – (hereinafter: the “General Terms and Conditions”) establish:

the standard terms of business applicable to the Service Provider;
the general terms for establishing a relationship between Clients and the Service Provider;
the procedure for communication between Clients and the Service Provider;
the general terms for the provision of services between Clients and the Service Provider;
the general terms relating to the products of the Service Provider and the prices of services provided to all Clients, both legal entities and natural persons;
Clients’ rights relating to the services provided by the Service Provider, as well as the conditions and procedures for exercising such rights;
other matters of importance for the business relationship between the Service Provider and Clients.

The price lists form an integral part of these General Terms and Conditions and define the fees and other costs charged by the Service Provider to Clients, whether legal entities or natural persons, for its services.

Through these General Terms and Conditions, the Service Provider defines the rights and obligations of users of its services – Clients – as well as its own rights and obligations when providing services.

Through these General Terms and Conditions, the Service Provider ensures the application of good business customs, good business practices, and fair treatment of Clients, as well as compliance of the General Terms and Conditions with the legislation of the Republic of Serbia and applicable regulations relating to the relevant field.

Article 2

If the business relationship between the Client and the Service Provider does not require the conclusion of a contract, the Service Provider shall enable the Client to review the General Terms and Conditions by providing them to the Client, communicating them verbally (in cases where the Client is unable to read the General Terms and Conditions for objective reasons), or making them available in another manner (through the Service Provider’s website, within applications relating to particular services, etc.).

If the Client agrees to establish a business relationship between themselves and the Service Provider, it shall be deemed that the Client has become acquainted with the General Terms and Conditions.

By accepting a business offer and making payment for services rendered, the Client shall be deemed to have accepted the General Terms and Conditions and to have become fully acquainted with their contents.

If the Client does not accept the General Terms and Conditions, the business relationship between the Client and the Service Provider cannot be established.

In cases of inconsistency between the provisions of a concluded contract and the acts/documents of the Service Provider, the provisions of the concluded contract shall prevail, followed by the provisions of these General Terms and Conditions, and then the provisions of other acts and internal rules of the Service Provider which further regulate specific areas of business and serve to implement these General Terms and Conditions.

The Service Provider shall publish general acts defining business conditions, as well as amendments and supplements thereto, in the manner and within the deadlines prescribed by applicable regulations. Such documents shall be displayed in a visible place at the premises of the Service Provider and/or on its website, and the Client shall be deemed to have been informed of the contents of such documents published in this manner.

Article 3

These General Terms and Conditions shall apply to the relationship between the Client and the Service Provider based on:

an offer, request, or another type of application form or document of the Service Provider signed by the Client;
a written contract between the Client and the Service Provider;
other forms of business cooperation between the Client and the Service Provider where no contract is concluded in accordance with applicable regulations and acts of the Service Provider.

CLIENTS OF THE SERVICE PROVIDER

Article 4

A Client of the Service Provider shall be any person (legal entity, entrepreneur, or natural person) who uses or has used the services of the Service Provider, any person who has contacted the Service Provider for the purpose of using its services, and whom the Service Provider has identified as such.

The Service Provider has the right to freely decide on cooperation with Clients, i.e., it may freely decide whether to enter into a business relationship with a Client.

Article 5

The Client may request from the Service Provider appropriate explanations and oral instructions relating to the application of these General Terms and Conditions. The Service Provider shall provide such explanations and instructions and, at the Client’s request, shall deliver them in written form or on another durable medium, or provide them personally at its premises.

The Client also has the right to request written information from the Service Provider regarding those provisions of the General Terms and Conditions that relate to the service in which the Client is interested or to the business relationship between the Client and the Service Provider.

Article 6

During the duration of the business relationship with the Service Provider, the Client has the right to receive, free of charge and in written form, information, data, and instructions relating to their business relationship with the Service Provider, in a manner understandable to the Client.

The above does not apply to special requests by the Client for which the Service Provider confirms or certifies certain data, and which are requested for a specific purpose, such as presentation, confirmation, or similar purposes, where a fee is prescribed by the Service Provider’s price lists or other similar internal documents.

The Client has the right to receive information regarding the status of the matter relating to the fulfilment of their requests, course schedules, cases in which the amount of their obligations may change, the manner and conditions under which such changes may occur, as well as all other information arising from the business relationship with the Service Provider.

If the amount of the fee for agreed services changes, the Client is obliged to provide a written statement if they wish to withdraw from the new offer; otherwise, it shall be deemed that the Client accepts the new offer and agrees to it.

The deadline for submitting a written response by which the Client declares withdrawal from the new offer is 24 hours from the moment of receipt of the notification, unless otherwise specified in the notification.

Article 7

The Client is obliged, when entering into a business relationship with the Service Provider, to provide their personal data for the purpose of establishing and maintaining such business relationship.

For the purpose of establishing and maintaining a business relationship with the Client, and acting as the data controller in accordance with the provisions of the Law on Personal Data Protection, the Service Provider has the obligation and legitimate business need to maintain and process certain data relating to the Client in its database, which, pursuant to the law, are considered personal data.

Client data are stored and retained in electronic and other databases of the Service Provider and are used exclusively by the Service Provider, persons engaged by the Service Provider, and other persons who, due to the nature of their work, have access to such data, as well as, where necessary, by state authorities and legal entities affiliated with the Service Provider.

The Service Provider may request and process the following data of Clients (natural persons, entrepreneurs, as well as natural persons acting as owners, representatives, authorised agents, other authorised persons, or members of management bodies of legal entities):

first name and surname;
name of one parent;
private and business telephone numbers (mobile and landline);
residential address;
private and business email address;
date and place of birth;
personal identification number (JMBG);
number and copy of personal identification documents;
title;
occupation;
employer’s name;
marital and family status;
position within a legal entity;
information about members of the family household (relationship, employment status, and date of birth).

The Service Provider may also request other data relating to the Client for the purpose of implementing the business relationship, in accordance with applicable laws and regulations governing this matter.

By concluding a contract or accepting these General Terms and Conditions, the Client gives consent to the Service Provider to process their data in accordance with this Article of the General Terms and Conditions.

If the Client does not wish certain personal data to be processed, they must inform the Service Provider thereof at the time of establishing the business relationship or subsequently, in writing.

Article 8

The Client may request from the Service Provider access to certain data, as well as a copy of data arising from the business relationship, in accordance with the provisions of the Law on Personal Data Protection.

The Service Provider is obliged to provide information to the Client without delay and no later than 15 days from the date of submission of the request for information.
The Service Provider is obliged, without delay and no later than 30 days from receipt of a valid request for access or issuance of a copy, to enable the Client to inspect the data or provide a copy thereof.
Requests for information, access, and copies shall be submitted to the Service Provider in writing, by regular mail, electronically, or directly at the premises of the Service Provider.
If the Client considers that their right to information, access, or a copy of personal data has been violated by the actions of the Service Provider, the Client has the right to file a complaint with the Commissioner for Information of Public Importance and Personal Data Protection, in accordance with the law.

The costs of providing access to certain data and copies shall be borne by the Client.

In accordance with the provisions of the Law on Personal Data Protection, the Client has the following rights:

Right to information about processing

The Client has the right to request that the data controller truthfully and fully inform them:

whether the controller processes their data and what processing operations are performed;
which data relating to them are processed;
from whom their data were collected, i.e., the source of the data;
for what purposes their data are processed;
the legal basis for processing their data;
in which data collections their data are stored;
who the users of their data are;
which data or categories of data concerning them are used;
for what purposes their data are used;
the legal basis for using their data;
to whom the data are transferred;
which data are transferred;
for what purposes the data are transferred;
the legal basis for transferring the data;
the period during which the data are processed.

Right of access

The Client has the right to request that the controller provide access to data relating to them.

The right of access includes the right to review, read, and listen to the data, as well as to make notes.

Right to a copy

The Client has the right to request a copy of personal data relating to them.

The controller shall provide a copy of the data (photocopy, audio copy, video copy, digital copy, etc.) in the form in which the information exists, or in another form if the original form would be incomprehensible to the person concerned.

The Client shall bear the necessary costs of preparing and delivering the copy.

Client rights following access to data

The Client has the right to request correction, completion, updating, deletion of data, as well as interruption and temporary suspension of processing.

The Client has the right to deletion of data if:

the purpose of processing has not been clearly defined;
the purpose of processing has changed and the requirements for processing for the changed purpose have not been fulfilled;
the purpose of processing has been achieved, or the data are no longer necessary for achieving the purpose;
the method of processing is unlawful;
the data falls within the number and type of data whose processing is disproportionate to the purpose;
the data is inaccurate and cannot be corrected by replacement with accurate data;
the data is processed without consent or legal authorisation, or in other cases where processing cannot be carried out in accordance with the provisions of this law.

The Client has the right to interruption and temporary suspension of processing if they dispute the accuracy, completeness, or timeliness of data, as well as the right for such data to be marked as disputed until accuracy, completeness, and timeliness are established.

The Client also has other rights and obligations defined by these General Terms and Conditions, other general and individual acts of the Service Provider, and contracts.

Right to equal treatment of all service users

Article 9

The Service Provider is obliged to apply the same criteria when dealing with all Clients.

The conduct toward Clients and the relationship with Clients are further defined in the internal rules of the Service Provider.

Special rights of Clients and rights of the Service Provider in relations with Clients

Article 10

A Client intending to conclude a contract with the Service Provider has the right, upon request and free of charge, to receive a draft of such contract as a proposal for its conclusion.

Through its offer, the Service Provider shall, during the pre-contractual phase, inform the Client by providing information and appropriate explanations regarding the conditions relating to the contract, the establishment of the business relationship, or specific services of the Service Provider, so that the Client may compare offers from different providers of the same services and assess whether the contract corresponds to their needs and financial circumstances.

In this manner, the Service Provider shall not mislead the Client at any stage.

The Client shall primarily receive service offers in Serbian dinars. At the Client’s request, the Service Provider may enable the Client to contract a service in the dinar equivalent of a foreign currency, in which case the Service Provider shall inform the Client of the foreign exchange risks assumed in such circumstances.

The offer shall be provided to the Client if the Client has expressed interest in establishing a business relationship or using the services of the Service Provider. The offer shall be issued using a form whose appearance and content are determined by the Service Provider, either on paper or another durable medium.

Delivery of Information on Services During the Pre-Contractual Phase

Article 11

The Service Provider is obliged to provide the Client, within a reasonable period before concluding a framework agreement relating to services (professional training, translation services, courses, educational services, etc.), with information defined as mandatory elements of such agreement.

The information shall be provided in a manner that enables the user to become familiar with the conditions relating to the provision of services, compare offers from different service providers, and assess whether these conditions and services correspond to their needs.

The Service Provider is obliged to provide the user with the information referred to in paragraph 1 of this Article in a manner that does not mislead the user at any time regarding the conditions relating to the provision of services.

The Service Provider shall provide the user with the information referred to in paragraph 1 of this Article on paper or another durable medium.

The Service Provider may provide the user with the information referred to in paragraph 1 of this Article by delivering a draft framework agreement containing such information.

Article 12

The Client has the right to withdraw from a concluded service agreement (professional training, translation services, courses, educational services, etc.) if the services under the agreement have not yet been performed, no later than 24 hours from the moment of concluding the agreement, without stating the reasons for withdrawal.

When withdrawing from the agreement referred to in paragraph 1 of this Article, and before expiry of the deadline specified therein, the Client is obliged to notify the Service Provider of their intention to withdraw personally or by submitting a written statement of withdrawal. The date of receipt of such notification shall be considered the date of withdrawal from the agreement.

If the Client withdraws from the agreement in accordance with paragraph 2 of this Article, the Client is obliged to reimburse the Service Provider for the actual costs incurred in connection with concluding the service agreement with the Client, provided that the Service Provider informed the Client of such costs before concluding the agreement.

For agreements where the Client has provided security or a guarantee, the Service Provider shall charge the costs incurred in performing the agreement in the amount of actual costs, and shall return the difference to the Client if the amount of the provided security exceeds the costs incurred.

If the security provided by the Client is lower than the costs incurred, the Client shall be obliged to pay the difference to the Service Provider.

If additional services were provided to the Client in connection with the service agreement from which the Client withdraws, upon fulfilment of the conditions for withdrawal under this Article, the Client shall no longer be bound by agreements relating to such additional services.

Withdrawal from a Distance Contract

If the contract has been concluded via the internet or another means of distance communication, the Client who has the status of a consumer shall exercise the right of withdrawal from the contract in accordance with the Consumer Protection Act of the Republic of Serbia.

If the Client requests that the provision of the service begin before the expiry of the statutory withdrawal period, the Client shall be deemed to have given an explicit prior request for the commencement of service provision in accordance with the law.

Where the service has been fully performed based on the consumer’s prior explicit request and consent in accordance with the law, the right of withdrawal may cease to apply to the extent provided for by applicable regulations.

The provisions of this Article shall apply only to the extent that the right of withdrawal is provided for under the applicable regulations of the Republic of Serbia.

Article 13

When concluding a service agreement, the Service Provider shall provide the Client, together with the agreement, with one copy of an overview of the mandatory elements of such agreement.

The Service Provider shall retain the second copy of this plan, i.e., overview, in its documentation.

Article 14

During the term of the contractual relationship, the Service Provider shall notify the Client in the following cases and in the following manner:

In the event of changes to any mandatory elements of the service agreement, the Service Provider shall notify the Client of the intended changes. In this manner, the Client shall be informed that their written consent is required for such changes. If the Client does not expressly state in writing that they do not agree with the changes within 48 hours from receipt of the notification, it shall be deemed that the Client has given tacit consent to the newly introduced changes.
Where a fixed price has been agreed for services defined in the agreement, and the price changes due to market circumstances or a change in business policy, the Service Provider shall notify the Client in writing of each price change in the manner agreed with the Client, stating the date from which the amended price applies.

If the Client does not provide written notice within 48 hours from receipt of the notification that they wish to withdraw from the service agreement due to the price change, it shall be deemed that the Client agrees with and accepts the new prices.

If the Client does not agree to the proposed price changes within the specified period, the Service Provider is obliged to fulfil its obligations until the moment when the change occurs.

The Client may request termination of the agreement without additional costs. If, at the time of requesting termination, the Client has not settled all obligations for services already provided by the Service Provider, the Client shall be obliged to settle all obligations relating to services performed under the agreement.

By providing service repayment plans for the entire duration of the contractual relationship, upon the Client’s request and free of charge.
Regarding changes to information that is not a mandatory element of the agreement, by displaying notices at the premises of the Service Provider and/or on the Service Provider’s website, as well as by delivery on a durable medium, in accordance with the agreement between the Service Provider and the Client.
Where the agreement provides that certain persons will be engaged to perform the services, the Service Provider has the right, based on its assessment, to engage other persons who are suitable to perform such services without the Client’s written consent.

The engagement of other persons for the performance of services shall not be considered grounds for termination of the agreement or a request by the Client for a refund.

The Service Provider may not charge the Client additional costs due to the engagement of other persons for the performance of agreed services.

The Service Provider may charge additional costs due to the engagement of other persons only where, at the time of signing the agreement, the Service Provider was unaware of circumstances requiring such engagement. In such case, the Service Provider may engage other persons only with the Client’s written consent.

If the Client wishes to terminate the agreement due to such circumstances, the Client shall reimburse the Service Provider for all actual costs incurred up to the moment of termination.

If the Client is late in fulfilling their obligations, the Service Provider shall, in accordance with the law, apply rules concerning default, statutory default interest, and any contractual penalties.

The Service Provider shall deliver amendments and supplements electronically if the Client’s email address is available to the Service Provider. Otherwise, delivery shall be made by post to the address known to the Service Provider.

The Client shall be deemed to have agreed to the proposed amendments if, by the date of their application, the Client has not informed the Service Provider that they do not agree.

The Client has the right, before the date of application of the proposed amendments, to terminate the agreement without paying fees or other costs if they do not agree with such amendments.

If the Service Provider terminates the service agreement, the Client shall be obliged to make payments if the amount already paid is lower than the costs incurred in performing the service and shall pay the difference to the Service Provider for costs incurred until the moment of termination.

The Client shall have no right to claim additional costs or damages arising from termination of the agreement by the Service Provider.

If the Client terminates the agreement, the Service Provider has the right to request compensation for any damage caused by such termination.
If agreed, the Service Provider may suspend the provision of services to the Client if the Client has failed to fulfil obligations under the agreement and may request immediate settlement of outstanding obligations before continuing to provide services.

If, even after such request for settlement, the Client fails to fulfil obligations, it shall be deemed that conditions for termination of the agreement have been met, and the Client becomes obliged to settle all obligations under the agreement.

Article 15

In the event of assignment of claims arising from a service agreement (professional training, translation services, courses, educational services, etc.) by the Service Provider to another legal entity, the Client shall retain all rights agreed under the contract, as well as the right to raise objections against the other legal entity that they could have raised against the Service Provider.

The other legal entity may not place the Client in a less favourable position than the position the Client would have had if the claim had not been transferred, and the Client may not be exposed to additional costs as a result.

The Service Provider shall inform the Client of the assignment of claims referred to in the previous paragraph in the agreed manner (in writing, electronically to the registered email contact address, or by another agreed method) within a reasonable period immediately after the assignment has been completed.

Assignment of claims shall not constitute grounds for termination of the agreement.

Article 16

If the Client, without justified reasons, withdraws from a request for the provision of a service requested from the Service Provider, where no contract is required to be signed, the Service Provider may charge a fee up to the amount of the actual costs incurred in providing the service until the moment the Client withdraws the request, including administrative costs amounting to 20% of the amount stated in the pro forma invoice, invoice, or payment made to the current account of the Service Provider (hereinafter: the “payment”).

The Service Provider may also request compensation for any damage suffered as a result of the Client withdrawing from the previous request for the provision of services.

Article 17

If the Client, without justified reasons, withdraws from a request for the provision of a service requested from the Service Provider, where a contract has been signed, the Service Provider may charge a fee up to the amount of the actual costs incurred in providing the service until the moment the Client withdraws from the request, including administrative costs amounting to 20% of the contract value.

The Service Provider may also request compensation for any damage suffered as a result of the Client withdrawing from the previous request for the provision of services under the signed contract.

Article 18

In cases where the Client withdraws from using services under a concluded contract, before the agreed services have been performed, due to circumstances that could not have been foreseen at the time of signing the contract, and submits a request for termination of the contract due to unforeseen circumstances or force majeure, the Client must provide evidence of the occurrence of such unforeseen circumstances or force majeure.

Otherwise, it shall not be considered that such circumstances occurred, and termination of the contract cannot be based on such circumstances.

From the moment the unforeseen circumstances or force majeure occur, the effects and obligations arising from the concluded contract shall cease to bind the Client.

In the event of termination of the contract under the previous paragraph of this Article, the Client shall be obliged to pay for services provided up to the moment of withdrawal from the contract, no later than within 30 days from the date on which the conditions for termination of the contract arose.

Article 19

In cases where the Client withdraws from a request for which no contract is envisaged (after payment based on a pro forma invoice, invoice, or payment to the Service Provider’s current account), before the agreed request has been fulfilled, due to circumstances that did not exist and could not have been foreseen at the time of submitting the request, or due to force majeure, the Client shall provide evidence of the occurrence of such unforeseen circumstances or force majeure within 5 days from the date on which such circumstances occurred.

Otherwise, it shall not be considered that such circumstances occurred, and the Client may not withdraw based on the above circumstances.

In the event of justified reasons for withdrawal referred to in the previous paragraph of this Article, the Service Provider shall return to the Client the paid deposit provided as a guarantee for the performance of services, reduced by administrative costs which, in this case, amount to 5% of the value of the service based on the Client’s request.

The amount shall be deducted from the total amount of payments made by the Client up to the moment of withdrawal.

The Service Provider shall refund the paid amount reduced by administrative costs no later than within 30 days from the date on which the conditions for termination arose.

The request for withdrawal referred to in paragraph 1 of this Article must be submitted in writing, electronically, or at the premises of the Service Provider.

RESPONSIBILITIES OF THE SERVICE PROVIDER

Article 20

In fulfilling its obligations arising from its business activities, the Service Provider shall act with due care, in accordance with the rules and regulations governing its field of business.

The Service Provider’s marketing activities shall be directed toward timely and truthful informing of the public about its financial position, types and quality of services, as well as its human and capital resources.

In its communication with the public, the Service Provider shall avoid methods of unfair competition and shall adhere to the principles of the Code of Professional Ethics and the Code of Professional Business Conduct.

Communication between the Client and the Service Provider shall take place through informational and promotional materials, telephone contact, the Service Provider’s website, postal correspondence, written communication, email, SMS mobile services, as well as direct oral communication.

The Service Provider has the right to use the data (address, telephone number, fax number, email address, and other contact details of the Client) provided by the Client when concluding a contract or submitting a request for a service, for the purpose of sending notifications to the Client regarding products, services, and other activities through messages, brochures, presentations, and other forms of business communication referred to in the previous paragraph.

Article 21

The Service Provider has adopted an Internal Code of Professional Conduct, in accordance with applicable legislation. The Code establishes general ethical principles and standards of professional conduct applicable to the Service Provider in all business relationships with Clients.

The Service Provider informs Clients of the minimum standards of good business practice that the Service Provider shall adhere to in the course of its operations.

Article 22

Upon the Client’s request, the Service Provider shall provide information regarding the status of implementation of services or Client requests, as well as other information arising from the business relationship between the Client and the Service Provider.

The Service Provider shall provide Clients with clear and understandable information, making such information easily accessible and noticeable.

Article 23

The Service Provider shall not be liable for any damage arising as a result of:

– force majeure;
– armed conflicts;
– measures undertaken by domestic, foreign, or international governmental authorities;
– boycotts, strikes, or other forms of work interruption caused by trade union action;
– interruptions of electricity supply, interruptions in communication systems, interruptions of internet connectivity, or failures of equipment or software belonging to the Service Provider or third parties; and
– other circumstances beyond the reasonable control of the Service Provider.

The provisions of the preceding paragraph shall also apply where the Service Provider, for justified reasons, temporarily suspends or restricts its business activities on certain days or for a certain period of time.

The Service Provider shall undertake all necessary measures to minimise or limit any impact that may cause damage to the Client.

Article 24

The Service Provider shall have the right to freely select its Clients.

The Service Provider shall not engage in illegal activities or transactions, nor shall it support any activities arising from illegal activities or activities whose ultimate purpose is illegal.

The Service Provider shall have the right to refuse to enter into an agreement and/or to provide services to a Client.

Furthermore, the Service Provider shall have the right, without the Client’s consent, to suspend the possibility of using certain services and/or products in accordance with applicable regulations concerning the prevention of money laundering and terrorist financing, as well as in accordance with its internal acts, all in compliance with applicable legislation.

Business Confidentiality

Article 25

Business secrets shall include information defined by law, including:

– information known to the Service Provider relating to personal data, financial status, and transactions, as well as ownership interests or business relationships of Clients;
– other information obtained by the Service Provider in the course of conducting business with Clients.

The Service Provider, its associates, external auditors, and other persons who, due to the nature of their work, have access to information constituting a business secret, shall not disclose such information to third parties, use it contrary to the interests of the Service Provider and its Clients, or enable third parties to access such information.

The obligation to maintain business confidentiality shall remain in force even after a person’s status, on the basis of which they obtained access to information constituting a business secret, has ceased.

The Service Provider may disclose Client information considered a business secret to third parties only with the Client’s written consent, unless otherwise provided by law.

Article 26

Exceptions to the obligation of maintaining business confidentiality shall apply where information is disclosed:

• based on a decision or request of a competent court;
• for the purposes of the Ministry responsible for internal affairs, the authority responsible for combating organised crime, and the authority responsible for preventing money laundering, in accordance with regulations governing the prevention of money laundering;
• in connection with property-related proceedings, based on a request from a property guardian or consular representatives of foreign states, accompanied by appropriate written documentation proving the legitimate interest of such persons;
• in connection with enforcement proceedings against the Client’s assets conducted by a competent authority;
• to regulatory bodies in the Republic of Serbia for the purpose of performing activities within their jurisdiction;
• to the competent authority in connection with supervision of payment transactions conducted by legal entities and individuals engaged in business activities in accordance with regulations governing payment transactions;
• to the Tax Administration, in accordance with regulations governing matters within its competence;
• to the authority responsible for foreign exchange control matters.

The Service Provider shall have the right to disclose information constituting a business secret to the public prosecutor, courts, or other competent authorities exercising public-law powers exclusively for the purpose of protecting its rights, in accordance with applicable law.

Article 27

By entering into an agreement, the Client grants consent and authorises the Service Provider to use, process, and store all information provided by the Client at the time of entering into the Agreement, as well as information obtained by the Service Provider during the performance of the Agreement, which constitutes personal data within the meaning of data protection legislation and which may be used, processed, and stored in accordance with applicable business confidentiality regulations, for the purposes of:

– performing this Agreement;
– improving business cooperation with Clients;
– developing services and products; and
– conducting research and analyses for the needs of the Service Provider.

The Service Provider shall ensure appropriate treatment regarding the confidentiality and integrity of Client data, in accordance with applicable relevant regulations of the Republic of Serbia.

Photography and Recording

Photography, audio recording, or video recording of Participants for promotional, marketing, or other purposes that are not necessary for the performance of the contract may be carried out only on the basis of the prior voluntary consent of the data subject, or their legal representative where required.

Consent given may be withdrawn at any time, whereby withdrawal of consent shall not affect the lawfulness of processing carried out before such withdrawal.

Unauthorised recording of teachers, other participants, or lessons by Clients and Participants is not permitted, except with the prior explicit consent of all persons to whom the recording relates.

Service Provider and Risks

Article 28

In accordance with applicable regulations and its internal procedures, the Service Provider shall comply with certain exposure limits relating to various types of risks associated with activities that the Client wishes to undertake with the Service Provider.

Higher risk represents a higher cost of business operations for both the Service Provider and the Client.

The Service Provider shall explain to the Client the need for risk reduction in certain situations where the Client’s request for a particular service may increase risk, as well as the methods of reducing such risk, which may require the Client’s cooperation in providing additional evidence, security measures, or fulfilment of other conditions, with the aim of performing the relevant activity under the least risky conditions for both the Client and the Service Provider.

Conflict of Interest Management

Article 29

Due to the nature of the activities performed by the Service Provider, which include education, professional training, and courses, conflicts of interest may arise:

– between the interests of the Service Provider or certain persons associated with the Service Provider and the obligations that the Service Provider has towards its Clients; and
– between different interests of two or more Clients with whom the Service Provider maintains a business relationship.

The Service Provider shall identify the possibility of conflicts of interest arising and, where possible, prevent such conflicts.

If conflicts of interest cannot be avoided through the existing organisation or internal business processes of the Service Provider, the Service Provider’s priority shall be to resolve such conflicts in the interests of its Clients.

Where no organisational or administrative measures exist that can ensure prevention of the risk of harm to the Client, the Service Provider shall disclose to the Client the basic nature and/or sources of the conflict of interest before establishing a business relationship with the Client or before commencing the provision of services on behalf of and for the account of the Client.

Such disclosure, as a final measure for managing conflicts of interest, shall be made in general terms and in a manner that does not breach business confidentiality obligations towards other Clients.

Business Gifts Policy

Article 30

The Business Gifts Policy regulates the management of conflicts of interest arising when Service Providers accept gifts and other private benefits offered by Clients and other business partners of the Service Provider, where such gifts or benefits are considered inappropriate or exceed the limits of customary business relationships.

The Service Provider collects and processes data relating to business gifts, including:

– the identity of the Client/business partner offering the gift; and
– the type and estimated value of the offered business gift.

By processing data relating to business gifts, the Service Provider reduces to the lowest possible extent any conflict of interest that may arise from the influence of gifts on impartial and lawful business conduct.

All accepted gifts that are contrary to the Service Provider’s policy shall be donated for charitable purposes.

Responsibility of the Client

Article 31

Before entering into an agreement with the Service Provider, the Client shall carefully review all terms and conditions contained in the written documents provided by the Service Provider, including, but not limited to, the General Terms and Conditions of Business, the Service Provider’s offer, agreements, annexes and attachments thereto, as well as the general terms and conditions applicable to specific services, which are provided to the Client for the purpose of concluding a specific legal transaction.

The Client shall also have the right to regularly obtain information regarding changes to the terms and conditions offered by the Service Provider and to request any additional relevant information and explanations.

Notification Obligations of the Client

Article 32

The Client shall notify the Service Provider without delay, and no later than 15 days from the date on which the change occurs, of any changes relating to their personal or family name, residential address, employer’s address, change of authorised representative, and any other changes relevant for the uninterrupted performance of business activities between the Client and the Service Provider.

The Client shall notify the Service Provider of any status-related and other changes registered with the Business Registers Agency, courts, or other competent authorities, and shall provide evidence of such changes within 3 days from the date of receipt of the decision confirming registration of such change.

The Client shall also notify the Service Provider without delay of any changes to other circumstances relevant for the fulfilment of the Client’s obligations towards the Service Provider, including changes of employment, loss of employment, reduction or loss of income, and other circumstances relevant to their mutual relationship.

The Client shall also notify the Service Provider of any changes to information previously identified by the Service Provider as relevant for the delivery of notifications and information which are not contained in officially registered Client records. Otherwise, the Service Provider shall not be liable for any consequences arising from the failure to report such changes.

This particularly applies to contact details provided for the purpose of notifying the Client in accordance with applicable regulations and these General Terms and Conditions, including postal address, telephone number, email address, and similar contact information.

The Client shall also be obliged to respond to an interview or communication request whenever the Service Provider determines that such communication is necessary and to provide relevant information.

Article 33

Written communication between the Service Provider and the Client shall be conducted using the postal and/or electronic address provided by the Client to the Service Provider, or by sending SMS messages to the mobile telephone number provided by the Client.

If the Client fails to timely notify the Service Provider of changes to their residence address, registered address, headquarters, or any other information that may affect proper delivery of notifications, all notifications (including, but not limited to, examination dates, lectures, course status, translation status, etc.) shall be deemed duly delivered if sent to the last address provided by the Client to the Service Provider.

The obligation of the Service Provider arising from such notification shall be deemed fulfilled:

– on the date the written material or postal item is handed over to the postal service for delivery by registered mail;
– on the date the written material or shipment is handed over to a company registered and engaged by the Service Provider for delivery;
– on the date of electronic delivery through a permanent data storage medium enabling the retention of information, including email or SMS sent to the contact details provided by the Client;
– on the date of delivery by any other method selected by the Service Provider where otherwise not agreed with the Client.

The Client shall bear all consequences resulting from failure to fulfil the obligations set out in the preceding paragraph.

If a postal item or electronic message sent to the Client is returned to the Service Provider due to incorrect information provided by the Client or failure to update such information, the Service Provider may cease sending written or electronic communications until the Client provides updated or accurate delivery information.

If the Service Provider determines that registered telephone numbers, email addresses, fax numbers, or other electronic contact details do not belong to the Client or are invalid, the Service Provider shall no longer be obliged to notify the Client using such contact details.

In such circumstances, the Client shall be deemed properly notified if the Service Provider has delivered the notification to the last known and reported address, email address, or mobile telephone number.

Article 34

Documents, notifications, and instructions submitted by the Client to the Service Provider must be clear, complete, and unambiguous, and must be legibly completed or written, including all subsequent amendments and supplements to the original requests.

Any amendments or supplements to requests must contain a clear reference to the original request to which the amendment or supplement relates.

The Client shall be liable for any damage arising from failure to comply with the notification obligations set out in Articles 32 and 33.

Instructions Provided to the Service Provider

Article 35

Client requests processed on the basis of written instructions must be legible, clear, and unambiguous, submitted in writing or by another permitted method, in accordance with applicable laws, regulations, and acts of the Service Provider.

If the Service Provider considers that it is unable to execute a request, it shall notify the Client within a reasonable or legally prescribed period.

The Service Provider shall not be liable for damage arising from execution of an instruction where such damage results from the need to additionally verify insufficiently precise instructions.

The Service Provider shall not be liable for damage if, when executing an instruction, it acted with the level of care normally expected in such circumstances.

Article 36

The Client shall complete all forms prescribed by the Service Provider in full whenever necessary to enable immediate processing of the instruction contained in such form.

The Service Provider shall have the right not to execute instructions submitted on forms that have not been prepared or approved by the Service Provider.

In the event of inaccurate or incomplete information provided by the Client, the Service Provider shall not be liable for any loss or damage arising from such action or omission.

Article 37

If the Client requests urgent execution of an instruction or request, the Client must specifically notify the Service Provider thereof at the same time as submitting such instruction.

Article 38

The Client shall, without delay, verify the accuracy of information contained in agreements and other documentation relating to the implementation of the Client’s requests, as well as all other notifications received from the Service Provider.

The Client shall notify the Service Provider of any identified irregularities for the purpose of reconciliation and/or correction.

Client Complaints and Other Claims

Article 39

If the Client believes that the Service Provider has failed to comply with obligations arising from the concluded Agreement, good business practices, or these General Terms and Conditions, the Client may submit a complaint to the Service Provider in writing, electronically, or in person.

Article 40

The Client shall have the right to submit a written complaint to the Service Provider (hereinafter: the “Complaint”) if the Client believes that the Service Provider has failed to comply with provisions of the Consumer Protection Act or other regulations governing these services, these General Terms and Conditions of Business, good business practices relating to such services, or obligations arising from the agreement concluded with the Client.

The Client shall have the right to submit a Complaint within 8 days from the date on which the Client’s right or legal interest was violated.

The Service Provider shall provide the Client with a clear and understandable written response to the Complaint no later than 8 days from the date of receipt of the Complaint.

The response shall also inform the Client of their right to submit a complaint to the competent institution in accordance with the Consumer Protection Act.

Exceptionally, where the Service Provider, due to objective reasons beyond its control, is unable to provide a response within the period stated above, such period may be extended by an additional maximum period of 8 days.

In such case, the Service Provider shall notify the Client in writing within 8 days from receipt of the Complaint, clearly stating the reasons why it was unable to provide a response within the initial period and specifying the final deadline for providing the response.

The Service Provider may not charge the Client who submitted a Complaint any fee or other costs related to handling the Complaint.

Article 41

If the Client is dissatisfied with the response to the Complaint or if such response has not been provided within the deadline specified in the preceding Article, the Client and the Service Provider may, prior to initiating court proceedings, resolve the dispute through out-of-court dispute resolution, in accordance with the Consumer Protection Act.

The competent body for out-of-court dispute resolution shall be determined in accordance with the Consumer Protection Act.

Article 42

The bodies referred to in the preceding Article shall conduct mediation proceedings in accordance with the Law on Mediation in Dispute Resolution.

In the event of a dispute, the Client and the Service Provider shall be obliged to attempt to resolve the disputed matter through mediation before initiating court proceedings.

The mediation procedure shall be initiated by submitting a proposal for the conclusion of an agreement to participate in mediation.

When one party submits such a proposal, the other party shall provide a written response regarding the proposal within 15 days from the date of receipt of the proposal.

The mediation procedure shall be deemed initiated upon conclusion of the agreement to participate in mediation.

During the mediation procedure, the Client and the Service Provider shall endeavour to resolve all disputed issues amicably and in accordance with good business practices.

If the parties reach an agreement and resolve all disputed matters, the Service Provider and the Client shall conclude an agreement on resolving the dispute through mediation.

If the Service Provider and the Client fail to reach an agreement during the mediation procedure, the mediation procedure shall be terminated. Each party may exercise its rights before the court having subject-matter and territorial jurisdiction.

The mediation procedure shall be further regulated by the Law on Mediation in Dispute Resolution.

Article 43

In the event that the Client has objections regarding documents received from the Service Provider, the Client must submit a complaint to the Service Provider no later than 8 days from the date of receipt of the disputed document or from the date on which the grounds for the complaint became known.

The Service Provider shall provide a written response to the Client who submitted the complaint within 8 days from the date of receipt of the complaint.

The Service Provider shall provide the Client with written confirmation of receipt of the complaint or confirm receipt electronically.

The Service Provider shall maintain records of received complaints and shall retain such records for a minimum period of two years from the date on which the Client’s complaint was submitted.

The method of submitting complaints relating to services within the scope of the Service Provider’s activities shall be further regulated by applicable legislation governing such matters.

If the Client fails to submit a complaint within the prescribed deadlines, it shall be deemed that the Client agrees with the content of the documents received from the Service Provider.

The Service Provider shall not be liable for any adverse consequences arising from the Client’s delay in submitting a complaint.

Article 44

The Client shall notify the Service Provider without delay if the Client has not received, within the expected timeframe, any document which the Service Provider was required to deliver under the Agreement (as agreed during preparation of the request).

The Service Provider shall not be liable for any damage that may arise due to failure to receive such document if the Client has not informed the Service Provider of such failure without delay.

Failure by the Client to Fulfil Contractual Obligations and Termination of the Agreement

Article 45

If the Client, even after receiving a notification, fails to settle due obligations, the Service Provider shall have the right to declare its claim immediately due and payable and to demand payment of the entire outstanding amount.

Such notification shall be prepared by the Service Provider in writing and shall include the reasons for termination of the Agreement and/or collection of the outstanding claim.

Article 46

Costs incurred by the Service Provider in any potential court proceedings shall be recovered in accordance with the court’s decision.

All judicial or extrajudicial costs incurred by the Service Provider in connection with court proceedings or disputes between the Client and a third party shall be borne by the Client.

The Client shall bear all costs incurred by the Service Provider for the purpose of collecting outstanding claims owed by the Client.

Article 47

The Client and the Service Provider may terminate their contractual relationship in accordance with the provisions of these General Terms and Conditions and the specific terms defined in the individual agreement.

The legal effect of termination of the contractual relationship shall commence on the date of the termination agreement or on the date of receipt of the termination notice, unless expressly agreed otherwise.

Article 48

In relation to the services and activities it performs, the Service Provider may terminate the contractual relationship, even where such termination is not expressly defined in the Agreement, in the following cases and manner:

– where the current account of a legal entity remains continuously overdrawn without incoming funds for a period of one year or is blocked;

– where the current/payment account remains continuously overdrawn without incoming funds for a period of up to one year or is blocked.

Article 49

In all business relationships, the Service Provider may terminate the contractual relationship, even where such termination is not expressly defined in the Agreement, in the following cases:

– where the Client fails to comply with the requirements of applicable regulations and the Service Provider’s internal procedures relating to customer identification, due diligence, prevention of money laundering, and terrorist financing;

– where, according to assessments made by the Service Provider’s professional departments, a significant reputational risk is identified in connection with the Client and/or persons associated with the Client;

– where an investigation procedure is conducted against the Client or persons associated with the Client which may significantly endanger the Service Provider’s operations, or where the Service Provider obtains information regarding the Client or associated persons indicating a possible risk of financial crime, abuse, or other unlawful conduct by the Client;

– where the Client fails to comply with one or more conditions stated in the Agreement or these General Terms and Conditions.

Client Identification

Article 50

In accordance with applicable regulations and the Service Provider’s internal procedures, the Client shall be obliged to submit certain information and documentation:

– before establishing any business relationship with the Service Provider;
– upon enrolment in a course;
– upon enrolment in professional training.

The Service Provider reserves the right to refuse business cooperation with the Client where the submitted documentation does not comply with the Service Provider’s requirements.

In addition to the list of required documentation, the Service Provider reserves the right to request additional documentation and information from the Client as a condition for establishing a business relationship.

The Service Provider may request additional documentation from the Client for the purpose of fulfilling a request, in accordance with applicable regulations governing the relevant matter.

Special Provisions Relating to Candidates and Course Participants

Article 51

Language Courses and Tutoring Organised by the Service Provider

Language courses and tutoring organised and delivered by the Service Provider shall be conducted in accordance with applicable legislation governing this area, in accordance with its educational programmes, available teaching staff, and technical capacities.

The regulations defining the standards for enrolment, examinations, issuance of certificates, confirmations, or other documents following completion of a language course and successful examination shall depend on the language course curriculum and programme, as well as the age of the participants and candidates.

The Service Provider conducting language training and examinations shall be required to possess appropriate qualifications and comply with the required standards in accordance with applicable laws and regulations governing this area.

Detailed information regarding the documentation required for enrolment of candidates and participants, language courses, examination procedures, and conditions for issuing certificates, confirmations, or other documents may be found on the Service Provider’s website.

Article 52

Withdrawal by Participants and Candidates

Participants and candidates (hereinafter: the “Client”) shall be obliged to enter into an agreement with the Service Provider or make payment to the Service Provider’s bank account on the date of the scheduled lesson, or after a specified number of completed lessons, in accordance with the agreed arrangement.

Upon payment or signing of the Agreement, a binding obligation shall arise between both parties, defining the mutual rights and obligations of the Service Provider and the Client.

Withdrawal by the Client or withdrawal by the Service Provider after signing the Agreement shall be governed by the provisions of the Agreement.

Withdrawal by the Client or withdrawal by the Service Provider after payment by the Client shall be governed by these General Terms and Conditions of Business.

For all matters not specifically regulated by the Agreement, the provisions of these General Terms and Conditions of Business, as well as the internal acts and regulations of the Service Provider, shall apply.

If, after signing the Agreement, the Client fails to use the defined services in accordance with the agreed schedule specified in the Agreement, the Client shall not be entitled to a refund and shall remain obliged to pay the agreed amount in full.

If a candidate or participant, after making payment based on an invoice or pro forma invoice, fails to use the defined services, such person shall not be entitled to a refund and shall remain obliged to pay the amount stated in the invoice or pro forma invoice in full.

Withdrawal by the Client Before Commencement of Services

Where the Client withdraws their request relating to services after signing the Agreement or making payment on the date of the scheduled lesson or based on a pro forma invoice, but before the Client begins using the services, the Client shall be entitled to a refund of the amount paid, reduced by the administrative costs of the Service Provider.

Administrative costs shall amount to 20% of the value of the signed Agreement or 20% of the amount stated in the pro forma invoice or invoice on the basis of which payment was made.

In order to exercise the rights under this paragraph, the Client must submit a written request for withdrawal to the Service Provider no later than 24 hours before the commencement of use of the services or no later than 8 days after signing the Agreement or making payment.

Withdrawal by the Client After Commencement of Services

Where the Client withdraws their request relating to services after signing the Agreement or making payment, at the time when the Client has already commenced using the services, the Client shall be entitled to a refund of the amount paid, reduced by administrative costs and the costs of services performed up to the date of withdrawal.

Administrative costs shall amount to 20% of the value of the signed Agreement or 20% of the amount stated in the pro forma invoice or invoice on the basis of which payment was made.

In such case, a calculation shall be performed to determine whether the Client is entitled to a refund or whether the Client is obliged to make an additional payment up to the value of services actually provided by the Service Provider up to the date of withdrawal.

In order to exercise the rights under this paragraph, the Client must submit a written withdrawal request to the Service Provider.

If the Client fails to submit such withdrawal request, it shall be deemed that the Client agrees for the requested services to be provided in accordance with the Agreement or these General Terms and Conditions of Business.

Withdrawal by the Client After Completion of Services

Where the Service Provider has completed the Client’s request following payment or signing of the Agreement (i.e., fully performed the services in accordance with the Agreement or in accordance with the issued pro forma invoice or invoice), the Client shall lose the right to withdraw from the request relating to such services.

If the Client nevertheless withdraws, the Client shall not be entitled to a refund of the amount paid and shall remain obliged to pay any difference between the amount already paid and the full amount of services defined in the Agreement or stated on the invoice.

Withdrawal from a Distance Contract

The provisions of this Article shall apply only to the extent that the right of withdrawal is provided for under the applicable regulations of the Republic of Serbia.

Withdrawal by the Service Provider After Signing the Agreement or Receiving Payment

Where, after signing the Agreement for provision of services or after receiving payment from the Client, the Service Provider withdraws from providing the services due to justified reasons, force majeure, or business policy considerations, whether before commencement, during performance, or after completion of the requested services, the Client may be entitled to a refund of the amount paid.

The calculation shall be made up to the date of withdrawal by the Service Provider, and it shall be determined whether the Client is entitled to a refund or whether the Client is obliged to make an additional payment up to the value of services performed by the Service Provider up to the date of withdrawal.

Where the Service Provider withdraws from performance in accordance with this Article, the Client shall not be entitled to claim reimbursement of expenses or compensation for damages.

Article 53

Issuance of Certificates, Confirmations, and Other Documents

Participants and candidates who successfully complete courses and pass the final test with a minimum score of 70% shall acquire the right to receive a certificate.

The Service Provider shall issue the Client with the relevant document referred to in this Article in accordance with applicable legislation governing this area and the internal acts of the Service Provider.

The issuance of certificates, confirmations, or other documents by the Service Provider to participants or candidates shall take place once the conditions prescribed by this Article have been fulfilled, and no later than 30 days from the date on which such conditions were met.

Article 54

Individual Lessons

A participant may attend individual courses, training programmes, and individual lessons (hereinafter: “Individual Lessons”).

If, due to justified reasons, the participant is unable to attend an Individual Lesson, the participant shall notify the Service Provider no later than 24 hours before the scheduled time of the Individual Lesson.

If the participant fails to notify the Service Provider within this timeframe, the Individual Lesson shall be deemed to have been held at the scheduled time.

Article 55

Price List of Services

The price list of services is transparent and available on the Service Provider’s website.

Article 56

Other Provisions

For all matters not regulated by these General Terms and Conditions, the provisions of applicable legislation governing and defining the area of cooperation and the business relationship between Clients and the Service Provider shall apply.

In the event of adoption of new regulations or amendments and/or supplements to applicable legislation governing and defining the area of cooperation and the business relationship between Clients and the Service Provider, such provisions shall directly apply to the contractual rights and obligations of the Service Provider and the Client until the relevant amendments to these General Terms and Conditions of Business are adopted.

Article 57

Application of the Service Provider’s General Terms and Conditions of Business

The General Terms and Conditions of Business shall be adopted by the Service Provider.

The General Terms and Conditions of Business shall be published on the Service Provider’s website.

These General Terms and Conditions of Business shall apply from the date of publication.

Article 58

Final Provisions

These General Terms and Conditions constitute an integral part of every contract concluded between the Service Provider and the Client, unless expressly agreed otherwise.

These General Terms and Conditions are available in Serbian and English.

In the event of discrepancies between language versions, the Serbian version shall prevail for contractual relationships governed by the laws of the Republic of Serbia.