General terms and conditions

Introductory Provisions:

The business entity EURO TRAG LIMITED LIABILITY COMPANY BELGRADE (SAVSKI VENAC) is an agency registered in accordance with the laws of the Republic of Serbia, with its registered office at Kneza Miloša No. 79, 11000 Belgrade, registered under company number: 20152745, VAT number: 104365333, which in cooperation with the entrepreneur GORAN MARKOVIĆ PR AGENCY FOR ADMINISTRATIVE SERVICES EURO TRAG STUDIO BELGRADE, with its registered office at Dečanska No. 4, 11000 Belgrade, registered under company number: 67577353, VAT number: 114441952, jointly provides services of advice, preparation, and support related to visa applications.

These General Terms and Conditions (hereinafter: Terms) regulate the mutual rights and obligations between the business entity EURO TRAG DOO BELGRADE in cooperation with PR GORAN MARKOVIĆ EURO TRAG STUDIO (hereinafter jointly: the Agency) and the service users, i.e. consumers, both natural and legal persons (hereinafter: User), in relation to the provision of the Agency’s services.

The Agency provides professional services of advising and mediating in the visa application process for the Federal Republic of Germany, Switzerland, and Poland, with the intention of expanding the service offerings to other countries in the future.

The Agency undertakes to provide all its services in accordance with the applicable legislation of the Republic of Serbia, respecting the Consumer Protection Law ("Official Gazette of RS", No. 88/2021) and the Personal Data Protection Law ("Official Gazette of RS", No. 87/2018). By concluding the service provision agreement with the Agency and using our services, the User is considered to have accepted these Terms and acknowledged them before concluding the Service Agreement, thus becoming a part of the same.

By submitting personal data and documents, the Users consent to the use of their data exclusively for the purpose of providing the Agency’s services and the visa application process, in the manner and under the conditions prescribed by the Personal Data Protection Law ("Official Gazette of RS", No. 87/2018) and the General Information on Data Protection available on the Agency’s website: https://www.vizezanemacku.rs/opste-informacije-zastiti-podataka.

Our Services:

The Agency provides detailed information on visa procedures, assists with filling out application forms, preparing and verifying documentation, as well as scheduling appointments at the relevant consular offices, and offers full assistance throughout the process of obtaining a visa.

Important Notes:

The Agency is not part of the embassy nor guarantees the issuance of a visa. The decision to issue a visa is made exclusively by the relevant German authorities.

The User is responsible for the accuracy of the data and documents submitted. Incorrect or incomplete information may lead to the refusal of the application, and the Agency cannot be held responsible if incorrect information is provided by the User.

If the User cancels the service before the processing of the request begins, the service will not be charged. After the service has been performed, no refund is possible, and the Agency retains all funds paid for the execution of the service.

The Agency is not responsible for delays, including delays caused by the User, changes in procedures, or decisions made by the embassy.

Conclusion of the Service Agreement:

In order to regulate mutual rights and obligations regarding the provision of services, the Agency and the User conclude a Service Agreement. The Agreement is considered concluded at the moment the User accepts the Agency’s offer to provide services (via email, orally, through the payment of the Agency’s service, or by any other method according to the offer for providing services by the Agency).

Payment and Prices:

The prices of the Agency’s services are determined according to the applicable price list, which is displayed on the information wall in our offices, and of which each User is informed before establishing cooperation.

Payment is made according to the agreement with the User – before the start of the process, during its duration, or on the scheduled appointment date, i.e. after the Agency has fully performed the agreed service.

Agency’s Responsibility:

The Agency provides accurate and up-to-date information but cannot guarantee the issuance of a visa nor assume responsibility for the embassy's decisions.

The Agency does not assume responsibility for additional costs for the User, including any required document supplementation requested by the German embassy or relevant authorities, translation costs (if needed), or subsequent costs related to submitting an appeal in the case of a visa refusal.

Privacy Protection:

All User data is processed in accordance with the Personal Data Protection Law ("Official Gazette of RS", No. 87/2018) and is used exclusively for the purpose of applying for a visa. Details on how data is processed are available in the General Information on Data Protection on our website via the link provided in the "Introductory Provisions" of these Terms.

The User agrees to the processing of personal data in accordance with the Personal Data Protection Law and the Agency's business conditions by accepting the offer and providing information to the Agency.

Complaints:

The User exercises their rights to file a complaint in accordance with the Consumer Protection Law ("Official Gazette of RS", No. 88/2021) and the Notification on the method and place of complaint acceptance, which is displayed in the Agency's sales premises.

The User can submit a complaint at the sales location at the address: Kneza Miloša 79, personally, by mail, or via email at: eurotrag@vizezanemacku.rs.

The User may submit a complaint orally or in writing, in person at one of our sales locations, by mail to the sales location’s address, or electronically via the email address previously provided.

When submitting a complaint orally or in writing at one of the sales locations, the User will provide the complaint to the present salesperson as the authorized person for receiving complaints during working hours.

Complaints may be made in free form or by filling out a form available at one of the sales locations.

When submitting a complaint, the Agency will issue a written confirmation of the complaint receipt or electronically confirm receipt, or provide the number under which the complaint is recorded in the registry of received complaints.

The Agency will respond to the User’s complaint in writing or electronically within eight days from the receipt of the complaint. The User is required to respond to the Agency’s response within three days of receiving the Agency’s reply.

In case the complaint is rejected, the User has the right to resolve the dispute out of court by addressing one of the relevant bodies for out-of-court dispute resolution, which can be found at the following link https://vansudsko.must.gov.rs/.

Service Interruption:

The Agency reserves the right to suspend services to Users who do not comply with these General Terms of Business or abuse our system, in which case the Agency is entitled to retain the amount received for providing services, which will be considered compensation for damage caused by non-compliance with the Terms.

Termination of the Service Agreement:

Either party may terminate the Service Agreement at any time, provided the User is obligated to pay for all actions performed up to the moment of termination of the Service Agreement.

The User is obliged to pay the Agency for the services before the services are provided, and no later than as agreed for the specific service. If the User does not adhere to payment deadlines, they are required to pay for the service immediately upon the first reminder from the Agency (which will be sent in writing, to the User’s address or via email).

Amendments to the Terms of Business:

The Agency may amend these Terms at any time without prior notice, with all amendments being published on the Agency's website.

Intellectual Property Rights:

All content on the website, including text, graphics, and databases, is the property of the Agency and is protected by the Copyright and Related Rights Law ("Official Gazette of RS", No. 104/2009, 99/2011, 119/2012, 29/2016 - Constitutional Court Decision, and 66/2019). Copying and distribution without permission is prohibited.

Contact:

For any questions and additional information, you can contact us via:

📧 Email: eurotrag@vizezanemacku.rs
📞 Phone: +381638171370

Jurisdiction:

In case of a dispute, both parties agree to attempt to resolve the dispute amicably and peacefully.

Thank you for your trust and for choosing our services!