Consumers & digital services
Version: 1.0 for review
Date of preparation and research: 11 October 2026.
Purpose: Site text after review and approval
1. When this applies
This notice applies when a natural person acquires goods or a service outside their business or professional activity and when the specific relationship falls under consumer protection law of the Republic of Serbia. User status depends on the actual relationship. The label "business user" alone does not remove consumer rights where statutory conditions for them exist.
Confirmation whether MENSCH offers consumer services and which: samo ako je ponuda jasno označena za potrošače. If there is no such offer, this special page need not be published as a description of an active offer; the general protective clause on mandatory rights remains in the site terms.
Trader for the specific offer: Mensch doo. Contact and place for submitting complaints: hi@mensch.rs.
2. Information before ordering
Before you commit, you must receive a clear description of the service, identity of the trader, total price and additional costs or how they are calculated, payment method, delivery time and method, contract duration, and conditions of termination. For a subscription, the billing period, renewal, cancellation, and consequences of termination are stated separately. For digital content or a service, relevant functionality, compatibility, interoperability, and technical limitations are stated. If a special device, additional licence, or extra payment is needed, that must be clear before contracting. A free trial must not silently turn into a paid subscription. An order that implies payment must be marked as such at the moment of confirmation. Confirmation of the contract and mandatory information are delivered on a legally appropriate durable medium. An ordinary changeable link is not always sufficient.
3. Withdrawal from a distance contract
For services contracted at a distance, the consumer as a rule may withdraw without giving reasons within 14 days of concluding the contract. Deadlines for goods and special cases are determined by law. There are statutory exceptions, but they do not apply automatically to all custom-made services.
If the consumer expressly asks for the service to start before the withdrawal period expires and then withdraws, they may owe a legally permitted proportionate amount for the part already performed if the conditions for prior information and request are met. The right for a fully performed paid service may end only when statutory conditions are met, including appropriate consent and confirmation of awareness of the consequence.
For paid digital content not supplied on a durable medium, a special exception requires express consent to start performance within the withdrawal period, confirmation that the consumer knows they thereby lose the right, and the trader's confirmation prescribed by law. One pre-ticked box or general acceptance of terms is not a substitute for those requirements.
Refund on withdrawal is carried out according to law, as a rule within 14 days of receiving the statement, with special rules for goods. If mandatory withdrawal information was not given, the law provides for extension of the period. The right is not reduced to a voluntary trader refund policy.
Form and withdrawal notice for the specific service delivered before contracting: dostavlja se pre ugovaranja potrošačke usluge.
4. Conformity and digital services
The service and digital content must match the contract and applicable statutory requirements. A commercial guarantee, if any, is additional and does not remove statutory rights. For digital content and digital services, the law governs delivery, conformity, required updates, incorrect integration, and limitations due to third-party rights. For a one-off or series of individual deliveries, the law provides liability for non-conformity appearing within two years of delivery, with special rules on updates. For continuous supply, liability relates to the agreed period. When statutory conditions exist, the consumer may request bringing into conformity, a proportionate price reduction, or termination. Bringing into conformity is free, within a reasonable time, and without significant inconvenience. Choice and order of remedies depend on circumstances, including possibility of remedy and seriousness of non-conformity. For digital services a special regime may also apply when the consumer provides personal data instead of a monetary price, with statutory exceptions. Such a relationship does not remove data protection nor turn personal data into unlimitedly available counter-performance.
5. Complaints and separate regimes
You may submit a complaint through contacts stated in this document and legally permitted channels, with an invoice or other proof of purchase. An original invoice alone is not required. Acknowledgement of receipt or a record number is provided without delay. For complaints to which Article 63 of the Consumer Protection Act applies, a response is delivered at the latest within eight days. The resolution period is up to 15 days, or 30 days for technical goods and furniture. The consumer states their position on the proposal within three days; the response must explain delay in deadlines and consequences of no response. Extension for objective reasons requires notice, a set deadline, and consent, and is possible only once. Those rules are not applied indiscriminately to every legal remedy for digital content. For digital content and digital service, special provisions of Articles 72-86 also apply, including a reasonable period for bringing into conformity and special consequences of termination. The response must clearly state the procedure that matches your request.
6. Changes, termination, and user content
For a continuous digital service, changes beyond those necessary for conformity are subject to special statutory conditions. The contract cannot give the trader unlimited right to remove an essential function without justification, notice, or appropriate user rights. On termination, statutory rules on refund, end of use, and content the user created or supplied apply. When conditions are met, the consumer is enabled to retrieve certain content that is not personal data, without charge, within a reasonable time and in a commonly machine-readable format. Rights relating to personal data are regulated separately.
7. Dispute resolution
When applicable out-of-court consumer dispute resolution applies, a complaint or objection to the trader is first submitted in accordance with law. The trader participates in the procedure when that is their statutory obligation. Current competent bodies and procedure: prema važećim propisima Republike Srbije.
The consumer retains the right to court and other statutory protection. Choice of foreign law or reference to a US company does not automatically remove mandatory consumer protection.
8. Short withdrawal statement
To: [full name of trader and confirmed address or electronic contact]
Statement: I hereby withdraw from the contract for the following service or delivery: [description].
Date of conclusion or receipt: [enter]
Consumer name and address: [enter]
Order number, if known: [enter]
Date: [enter]
Signature: [only when the statement is delivered on paper]
This statement is practical assistance. For a specific offer the trader must provide the prescribed form and full information; the consumer may also use another unambiguous statement.