Terms of Service

Who we are, and what this service is

We are an independent digital support desk for small businesses in Serbia: restaurants, cafes, hotels, salons, clinics, real-estate offices, shops and professional practices. We help with things like a locked social account, an advertising account that has stopped working, a slow or broken website, a domain that turns out to be registered in somebody else's name, online payments that fail at checkout, and a Google Business Profile that no longer matches reality.

We are an independent business. We are not a partner, reseller, agent or representative of Meta, Facebook, Instagram, WhatsApp, Google, TikTok, RNIDS, any domain registrar, any hosting company or any bank. We have no special channel into any of them and no influence over their decisions. Where those names appear on our site, they are there to describe the problem we help with, and the trade marks belong to their owners.

• Service operated by: [LEGAL ENTITY NAME]
• Registered address: [REGISTERED ADDRESS]
• Company registration number (MB): [COMPANY REGISTRATION NUMBER / MB]
• Tax identification number (PIB): [TAX ID / PIB]
• Contact: [CONTACT EMAIL]

How we work: your authorisation, official channels only

We act only inside the written authorisation you give us for a specific case. That authorisation names the accounts, domains or profiles concerned and the steps you are asking us to take. Anything outside it, we come back and ask.

We use the official support, recovery, appeal and transfer procedures published by the organisation concerned, and nothing else. That means their forms, their verification steps, their appeal routes and, for a .rs or .срб domain, the procedures of the accredited registrar and of RNIDS.

You can narrow or withdraw your authorisation at any time in writing, and we stop. Where the procedure allows it, we show you what we intend to send before we send it, and we tell you what came back, including when the answer is a refusal.

What we do not promise

This is the section we ask everyone to read. We do not promise a result. We do not promise that an account will be recovered, that a restriction will be lifted, that a review will come down, that a domain will be moved into your company's name, or that an appeal will succeed.

In work of this kind the decision almost always belongs to somebody else: Meta, Google, TikTok, your bank, a payment provider, a hosting company, a registrar, or RNIDS applying the rules for .rs and .срб domains. They apply their own criteria and their own evidence requirements, and they can change them. Nobody outside those organisations decides for them. Anyone who tells you otherwise is not being straight with you.

What we do commit to is the work: reading the actual error rather than guessing at it, mapping who currently holds what, assembling the evidence the procedure asks for, filing through the correct channel, following up, and telling you plainly where the case stands, including when the honest answer is that a route is closed and it is time to rebuild instead.

We also do not set a resolution date. Some cases move quickly and some sit with a third party for a long time, and that is outside our control. If we cannot say how long something will take, we will say exactly that instead of inventing a date. Any response target published elsewhere on this site is about how quickly we reply to you, not about when a third party will decide.

What we need from you

A case moves on evidence, and most of the evidence starts with you. None of the points below is a formality; each one is something that decides whether a filing can be made at all.

• You are the owner of the business or an authorised representative of it, and you can show that if a platform or registrar asks.
• The information you give us is accurate and complete, including anything awkward, such as an agency that still holds access or a previous attempt that went badly.
• You tell us if the situation changes, for example if access comes back on its own or if the other party contacts you directly.
• You provide the documents that only you can obtain, such as company registration papers, invoices from a hosting company, or the email account tied to a profile.
• You carry out the steps that can only be done by the account holder, such as approving a request that arrives in your own inbox or on your own phone.
• You do not ask us to do anything that breaks a platform's published policy or Serbian law.
• You pay the fees agreed for the work, as set out below.

What we will refuse

We would rather lose the work than take a case that damages you or somebody else. We will decline a request, and stop work already in progress, if it involves any of the following.

If we find mid-case that a request falls into one of these, we stop, explain why in writing, and tell you what can still be done legitimately. What happens to fees already paid in that situation is set out in [REFUND POSITION ON REFUSED WORK] and must be settled during commercial and legal review.

• Getting into an account, domain, website or mailbox that is not yours and that you are not authorised to represent.
• Creating duplicate, fake or stand-in accounts to work around a restriction, a ban or a policy decision.
• Buying, selling, fabricating or improperly removing reviews and ratings.
• Talking a support agent, a registrar employee or a bank employee into an outcome their rules do not allow, whether by pressure or by leaving out facts.
• Submitting documents or statements we know to be false, altered, or belonging to somebody else.
• Anything against Serbian law or against the published policy of the platform concerned.
• Anything that would require you to hand over a password, a one-time code, a backup code or your JMBG.

Credentials and security while a case is open

We do not ask for passwords, two-factor or one-time codes, backup codes, full card numbers, CVV codes or your JMBG. Nobody from our team will ask for them by phone, by WhatsApp, by direct message or by email. If someone claiming to be us asks, stop and contact us at [CONTACT EMAIL].

Where a step can only be taken by someone signed in to the account, either you take that step while we talk you through it, or you grant us a named, limited role through the provider's own permission system, for example as a user on a Meta Business Portfolio or a Google Business Profile. That kind of access is visible to you, it is limited to what the role allows, and you can remove it at any moment.

When a case closes, ask us to be removed, or remove us yourself. We will also remind you. Keeping old access lying around is one of the ways businesses lose control of their assets in the first place.

Fees, quotes and payment

Work is agreed in writing before it starts. We describe what we will do, and what it costs in RSD, and we do not begin chargeable work until you accept. Value added tax is applied according to [VAT STATUS].

If the case turns out to be materially different from what we understood at the start, we stop and tell you before doing more, and we re-agree the scope and the price with you.

Costs charged by third parties are yours and are paid to them directly, not to us. These include registrar and domain transfer fees, hosting and renewal charges, certificate costs, and advertising budgets.

Our fees pay for the work and for the time it takes, not for a particular decision by a third party. They remain payable whether or not the platform, bank or registrar decides in your favour, because that decision is not something we control or sell.

Payment terms, deposits, refunds and cancellation are set out in [FEE SCHEDULE], [PAYMENT TERMS] and [REFUND AND CANCELLATION POLICY]. Consumer protection rules in Serbia may add rights that override those documents, and that interaction must be checked during legal review.

Confidentiality

We treat what you tell us as confidential. It is seen by the team members assigned to your case, and shared outside our business only with the organisation named in your authorisation, only to the extent that the procedure requires, and only for that case.

We do not publish your business as an example, use your name or logo in marketing, or describe your case publicly without your written consent. If we ever write about a pattern of problems we see, it is written so that no individual business can be identified.

This obligation continues after the case closes. It does not apply to information that is already public through no act of ours, or where we are required by law to disclose something, in which case we will tell you unless we are legally prevented from doing so.

Limitation of liability

Nothing in these terms limits any liability that cannot be limited by law, including liability for death or personal injury caused by negligence, and liability for fraud.

We are responsible for carrying out our work with reasonable skill and care. We are not responsible for the decisions of platforms, banks, registrars or RNIDS, for their downtime or processing backlogs, for access that was already lost before you came to us, or for an outcome that depends on evidence which no longer exists.

Subject to the paragraph above, our total liability in connection with a case is limited to [LIABILITY CAP], and we are not liable for indirect or consequential loss, including lost profit, lost sales, lost data or loss of goodwill, as further described in [INDIRECT LOSS POSITION].

This cap and these exclusions must be reviewed by a lawyer against Serbian contract and consumer protection law before launch. Some of them may not be enforceable against a consumer, and an unenforceable clause is worse than no clause at all.

Closing a case, and reopening it

A case is closed when the problem is resolved, when the available legitimate routes have been used and the third party has given its answer, or when you ask us to stop. We write a short closing summary: what we found, what was filed, what the third party decided, and what is left for you to keep an eye on.

Once a case closes, the evidence files enter the deletion schedule described in our privacy notice. If you need a copy of anything, ask before that schedule runs.

You can reopen a closed case within [REOPENING WINDOW] if new information arrives, for example a late reply from a platform. After that, it is simpler to open a new case, since the account situation will usually have moved on. If a case is waiting on something only you can provide, we pause it and tell you; what happens to a case that stays paused is set out in [DORMANT CASE POLICY].

Complaints, governing law and contact

If you are unhappy with how we handled something, write to [COMPLAINTS EMAIL]. We acknowledge complaints in writing, look into what happened, and reply with what we found and what we will do. We would rather hear it from you directly than have you carry it around.

If our answer does not settle the matter, you can pursue it through the consumer protection route available in Serbia, described in [CONSUMER PROTECTION REFERENCE], or through the courts. Complaints about how we handle personal data can also go to the Commissioner for Information of Public Importance and Personal Data Protection.

These terms are governed by [GOVERNING LAW], and disputes are dealt with by [COMPETENT COURT OR DISPUTE FORUM]. The version of these terms that applies to your case is the version in force when you accepted it; the current version is always published at [TERMS PAGE URL], and we write to customers with open cases before a material change takes effect.