Terms of Use

1. Acceptance of Terms

2. Payment Methods

Vondi accepts several payment methods:

2.1. Payment by card

All payments are processed through reliable external payment systems. Card payments (Visa, Dina, Master, Maestro) are processed through the following service providers: the electronic money institution PaySpot doo Novi Sad, Branimira Ćosića 2/II/201B, company no. 21157074, tax ID 109296534; Allsecure doo Beograd, Terazije 43, company no. 20042168, tax ID 103884814; and Raiffeisen Bank A.D. Beograd, Đorđa Stanojevića 16, company no. 17335600, tax ID 100000299 (hereinafter: the Bank).

In order to complete a purchase the customer is required to enter their card details on the designated secure form. If the transaction is successful, the customer will be notified that the funds in the amount of the created order have been successfully reserved. By accepting these Terms the customer agrees that funds will be reserved on initiation of the order and that their card will be charged upon completion of the purchase.

After entering and confirming card details the bank authenticates the transaction and the order moves to preparation for shipping. Funds are reserved on the customer's account. The amount is deducted only when the products are handed over to the courier service. If payment is not completed within 14 days of accepting the order, the order is automatically cancelled and deleted.

We recommend checking with your card-issuing bank whether your card supports internet payments. Card data is stored on a secure, protected page in encrypted form and is not accessible to other parties in the payment process. Card data is not accessible to Vondi or the Institution at any time.

In the event of a refund to a customer who previously paid by card (partial or full, regardless of the reason), the refund must be processed exclusively via the VISA, EC/MC, Maestro or Dinacard payment method, meaning the Bank will return the funds to the customer's card account upon request.

2.1.1. Rules and information relating to card payments

In the process of accepting card payments and executing payment transactions on the website, funds paid by the Customer for the cashless payment acceptance service are transferred via the Bank's electronic channels to a dedicated account of the electronic money Institution for the protection of customer funds, for onward transfer to payment recipients. The Institution is not liable for tax or other statutory obligations that may arise from authorised or unauthorised use of the website by the Customer.

2.1.2. Pre-contractual information

With each payment on the website the Customer concludes a single payment transaction agreement with the Institution for the acceptance and transfer of funds to payment recipients. This agreement is a distance contract for the execution of a single payment transaction. It is concluded between the Institution and the Customer by activating certain options on the website and giving consent to the execution of the payment transaction by successfully initiating a card transaction. The single payment transaction agreement is concluded in the Serbian language. During the contractual relationship the Customer has the right, upon request, to receive a copy of the single payment transaction order on paper.

The single payment transaction agreement comprises the General Terms and Conditions for the Provision of Payment Services and the Execution Schedule of the Institution, available at https://www.payspot.rs, General Terms and Conditions of the Institution.

2.1.3. Authorisation and execution of a single payment transaction

A single payment transaction is determined by a payment order. The Institution receives payment orders directly from the website, which submits them on behalf of and for the account of the Customer initiating the transaction. A payment transaction is deemed authorised when the customer has given consent for its execution. The Institution will execute a payment order provided that:

the order is correctly completed — meaning all required data has been fully entered on the payment order;
the Customer has ensured sufficient funds for execution of the order;
the Customer has given consent for execution of the payment order;
there are no legal obstacles to execution (under other regulations).

The payment order is executed in accordance with the Institution's Execution Schedule. The Customer does not bear the cost of the single payment transaction. Institution's Execution Schedule.

2.2. IPS instant payment

Instant payment via the customer's mobile banking app by scanning a QR code.

2.3. Cash on delivery

Payment in cash upon collection.

3. Price

VAT is included in the price and there are no hidden charges. All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). Prices in other currencies are shown for information purposes using the National Bank of Serbia exchange rate. The amount charged to your card will be expressed in your local currency, converted at the rate used by the card association / your issuing bank, which is not known to us at the time of the transaction. As a result of this conversion, a slight difference from the original price shown on our website is possible.

Since each country independently determines the laws governing the sale of goods and services, situations may arise where, INDEPENDENTLY OF US, certain public authorities impose additional taxes, levies or duties on completed transactions. Vondi is not responsible for such charges and customers undertake to independently resolve all matters relating to their payment.

Purchases on the website may be made as an individual, sole trader or legal entity. If payment is made by a company's or sole trader's card, Vondi, AllSecure, the Institution and the Bank are not liable for any tax or other statutory obligations arising from the payment transaction.

4. Card Payment Data Protection

Card payments are processed through the AllSecure Exchange platform, which is certified to PCI DSS Level 1 standard.

Confidential information is transmitted over the public network in a protected (encrypted) form using SSL protocol and tokenisation techniques.
The AllSecure platform has been PCI-DSS Level 1 certified since 2005 — the highest industry standard for payment card data protection.
Customers' payment card numbers are not stored on the merchant's system or on Vondi servers.
All card transactions are protected by the 3D Secure protocol (Verified by Visa / Mastercard ID Check / DinaCard 3D Secure), which protects both buyers and sellers.
The Vondi system never has direct access to the customer's card information — all sensitive data remains protected at every stage of payment processing.

5. Refunds

In the event of a refund, the amount is returned exclusively to the same Visa, Maestro, Mastercard or DinaCard card used for the original payment. Refunds apply to both partial and full refunds. The bank processes the refund to the account of the primary cardholder.

Refund period: up to 14 business days from the date the refund is approved.
You can submit a refund request by e-mail: support@mail.vondi.rs

6. Complaints

6.1. Right to make a complaint

The consumer has the right to make a complaint regarding purchased goods or a provided service in order to exercise rights on the basis of conformity, warranty, incorrectly calculated price or other defects, in accordance with the Law on Consumer Protection. Vondi Global d.o.o. Beograd is responsible for material conformity of goods to the contract for a period of 2 (two) years from the date of transfer of risk to the consumer. For second-hand goods the liability period is 1 (one) year.

6.2. How to submit a complaint

The consumer may submit a complaint in one of the following ways:

By e-mail — by sending the complaint to: support@mail.vondi.rs
Via the website — by completing the complaint form available in the customer account on vondi.rs, under "My orders" → "Complaint"
In writing — by posting the complaint to: Vondi Global d.o.o. Beograd, Patrisa Lumumbe 70, 11000 Belgrade
By phone — by calling +381 60 448 50 63, with mandatory subsequent written confirmation of the complaint

6.3. Information to be provided with a complaint

In order to resolve the complaint more quickly and efficiently, the consumer is required to provide the following information:

name, surname and contact details (address, phone, e-mail);
order number and date of purchase;
name of the goods to which the complaint relates and, where possible, the item code;
detailed description of the defect or grounds for the complaint;
photographs or video of the defect, if its nature allows for visual documentation;
proof of purchase (invoice, fiscal receipt, order confirmation or other proof);
a statement specifying how the consumer requires the complaint to be resolved.

6.4. Acknowledgement of receipt

Vondi is required to confirm receipt of the complaint to the consumer without delay, and no later than the same working day, in writing or electronically, communicating the reference number under which the complaint has been recorded.

6.5. Response period

Vondi is required to respond to the complaint in writing or electronically without delay, and no later than 8 (eight) days from the date of receipt of the complaint. The response must contain the decision on whether the complaint is accepted, a statement regarding the consumer's request and a specific proposal and deadline for resolving the complaint.

6.6. Resolution deadline

The complaint must be resolved within:

15 (fifteen) days from the date the complaint was submitted — for all goods, except technical goods and furniture;
30 (thirty) days from the date the complaint was submitted — for technical goods and furniture.

6.7. Forms of complaint resolution

If the complaint is justified, the consumer has the right to request one of the following forms of remedy at their own choice:

Repair of goods — free of charge, within a reasonable period and without significant inconvenience to the consumer;
Replacement of goods — with new, conforming goods at no charge;
An appropriate reduction in price — proportionate to the degree of non-conformity;
Termination of contract and refund — in full.

6.8. Liability for conformity and statutory warranty

The seller is liable for non-conformity of goods to the contract that becomes apparent within 2 (two) years from the date of transfer of risk to the consumer. If non-conformity becomes apparent within 6 (six) months of the transfer of risk, it is presumed that the non-conformity existed at the time of transfer. Statutory liability for conformity to contract exists independently of any additional commercial warranty and the consumer may not be deprived of these rights by any declaration or contractual provision.

6.9. Complaints register

In accordance with the Law on Consumer Protection, Vondi maintains a register of received complaints in electronic form. The complaints register is kept for at least 2 (two) years from the date the complaint was submitted.

6.10. Out-of-court resolution of consumer disputes

If the consumer is not satisfied with Vondi's response to a complaint, they may submit a proposal for out-of-court resolution of the consumer dispute in accordance with the Law on Consumer Protection. Vondi is required to participate in out-of-court dispute resolution proceedings before an authorised body.

6.11. Contact for complaints

E-mail: support@mail.vondi.rs
Phone: +381 60 448 50 63
Address: Vondi Global d.o.o. Beograd, Patrisa Lumumbe 70, 11000 Belgrade
Customer support hours: Monday–Friday, 09:00–17:00

7. Right of Withdrawal

In accordance with the Law on Consumer Protection, the customer has the right to withdraw from a purchase within 14 days. Products being returned must be unused, unopened and in their original packaging. The refund will be processed within 14 days of receipt of the returned goods. The completed and signed withdrawal form must be sent by e-mail to: support@mail.vondi.rs

Download withdrawal form (PDF)

8. Card Tokenisation (Payment.JS)

When paying by card, Vondi uses Payment.JS tokenisation. Your card data is neither transmitted nor stored on Vondi servers.

The token is generated by the AllSecure platform and is valid only for the current session (15 minutes);
After the session expires, the token is automatically invalidated.

9. MIT / Recurring Transactions

For monthly or yearly storefront subscriptions (Professional, Business), Vondi uses Merchant Initiated Transactions (MIT) via the AllSecure platform. This means that, based on the customer's prior authorisation, Vondi initiates a charge against the saved card on the subscription renewal date, without the customer re-entering card details and without 3DS authentication for each subsequent charge.

The first transaction (INITIAL) is always carried out with 3DS authentication and the customer's active participation. All subsequent transactions (Merchant Initiated Transaction, CARDONFILE-MERCHANT-INITIATED) are processed automatically, within the same subscription, in the same currency (RSD) and for the amount corresponding to the selected plan. The customer will receive an e-mail confirmation for each successful charge. If the customer cancels the subscription or deletes the card, no further automatic charges will be executed.

10. Storing the Payment Card for Future Charges

Payment card details are stored exclusively in the context of a subscription (monthly/yearly storefront plan) and exclusively with the express consent of the customer, given through a separate checkbox before entering the card details. Without this consent, the card is not stored and the subscription cannot be activated.

Card data (PAN, CVV, expiry date) is not stored on Vondi servers. The AllSecure platform, certified to PCI-DSS Level 1, stores a tokenised card alias used solely for the automatic renewal of the customer's subscription on the Vondi platform.

Product purchases and purchases of services for sellers are one-off payments — the card is not stored for such payments. The merchant never has access to the card number or other sensitive data — only a reference token is provided. The customer may deregister a previously stored card or update the details of a tokenised card at any time.

11. Managing Saved Cards, Subscriptions and Transactions

All saved payment cards, active subscriptions and transaction history are available to the customer within their account, on the Saved cards page. From that page the customer can at any time:

view all saved cards;
see which card is set as the default for automatic renewals;
review the list of all active subscriptions with the next billing date;
review the full transaction history;
delete any saved card;
cancel any active subscription.

After a card is deleted, Vondi sends a Deregister request to the AllSecure platform, which permanently removes the tokenised alias so that further automatic charges become impossible.

If the customer had an active subscription at the moment of deletion, the subscription remains valid until the end of the current period, while any further renewal will require entering a new card.

Deleting the card does not affect transactions already carried out, nor the customer's rights under the refund policy.

12. Subscription Payment Mode

Users can choose between two options when paying for a subscription:

One-time payment: Payment card details are not stored. The subscription is valid until the end of the current period. To renew, card details must be entered again. No automatic charge is possible.

Auto-renewal (CARDONFILE-MERCHANT-INITIATED): Payment card details are stored with the AllSecure payment processor in accordance with PCI DSS standards. The subscription is automatically renewed (monthly) by charging the saved card. The customer may delete the saved card at any time in profile settings, which stops all future automatic charges.

13. Processing of Personal Data

All customer data is protected and will not be shared with third parties except for the purpose of fulfilling the contracted service.

Personal data is any data relating to a natural person whose identity is determined or determinable. To process your order successfully we require your personal data — your name and surname, full address, e-mail address, phone number and IP address of your computer.

We collect only the personal data that is necessary and process it lawfully, fairly and transparently, for the purpose for which it was provided, in accordance with the Law on Personal Data Protection. By accepting these Terms of Use you confirm that you have fully understood and accepted these Terms.

14. Dispute Resolution

The parties agree to endeavour to resolve any misunderstandings and disputes arising during the contractual relationship amicably. Should an amicable resolution not be reached, the competent court in Belgrade shall have jurisdiction and the law of the Republic of Serbia shall apply.

14.1. Out-of-court resolution of consumer disputes

In accordance with the Law on Consumer Protection, the consumer may resolve a dispute through out-of-court dispute resolution proceedings, in the manner defined by the Law.

15. Amendments to the Terms of Use

Vondi reserves the right to amend and supplement the Terms in accordance with the law and business needs. Each amendment takes effect on the date of publication on the website. Continued use of the website after an amendment constitutes acceptance of the new Terms.