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Terms of Use

TERMS AND CONDITIONS OF BUSINESS FOR PROVIDING SERVICES - TRAINING AND SALES VIA THE ONLINE STORE

I. INTRODUCTION

These General Terms and Conditions of Business ("GTC") define the procedure, conditions, rights, and obligations related to the provision of management education services ("Service") between MOKROGORSKA ŠKOLA MENADŽMENTA DOO MOKRA GORA, with its registered office in Mokra Gora-naselje Mećavnik bb, Užice, registration number 20792191, TIN 107388412, phone number: +381 11 543 234 ("MSM" or "Service Provider") as the service provider and the interested party - client ("Client" or "Contracting Authority"). The GTC also regulate the terms of sale through the MSM online store on the website www.mokrogorska.rs. These General Terms and Conditions of Business come into force on July 21, 2025. Any changes to the GTC do not affect currently active contractual relationships related to Training, unless the Client provides their written consent to the application of the new and amended GTC. MSM reserves the right to amend or supplement these GTC at any time, and any changes will be published without delay on the mokrogorska.rs website. The Client/Buyer is obliged to familiarize themselves with the content of the GTC before concluding a contract, i.e., before each order placed in the Online Store.

II. BASIC TERMS

Pre-contractual phase represents the initial phase in which the Client expresses their will to establish business cooperation with MSM regarding Training; Offer represents a proposal for concluding a contract that MSM sends to the Client after the Pre-contractual phase, and it contains all essential elements of the contract for attending Training. These GTC are an integral part of the Offer; Program Document is a document prepared by the Service Provider, which defines the types and content of the training and education programs conducted by the Service Provider ("Training"), the manner, time, and place of providing the Services, the rules of conduct for Students, and other matters related to the provision of the Service. Notice on Personal Data Processing is a document with which the Service Provider fulfills its obligations under the Law on Personal Data Protection and with which it informs Students/Clients about the type of personal data it processes, the purposes of processing, the legal bases for processing, the retention period, the rights of Students regarding their personal data that are subject to processing, and other matters in this area; Privacy Policy is a document that regulates how MSM collects and processes personal data as a data controller. Participants in the provision of the Service: MSM/Service Provider, Client/Contracting Authority, Student MSM is a company engaged in providing education services in the field of management, business improvement, and the organization of business events, in which areas it has significant long-term knowledge and experience. Client is a legal entity that wants to improve its business by enabling a Student to acquire new knowledge, experience, and skills by attending Training; Student is a person sent by the Contracting Authority to attend the selected Training program in accordance with the Program Document, and with whom the Service Provider has conducted an interview and made a decision to approve that person's attendance at the selected Training program; Online Store is a web location on the MSM website mokrogorska.rs, where it is possible to purchase Products; Product represents registration fees for conferences, special training sessions, tickets for events, etc., which can be purchased through the Online Store. Buyer represents the term as defined here in Article 14 of the GTC.

III. SUBJECT MATTER OF THE GTC

The subject matter of the GTC is the establishment of business cooperation between MSM and the Client, during which MSM will organize and provide the Service to the Client, i.e., to Students, all in the manner and under the conditions determined by the Program Document and these GTC, for an appropriate fee. The subject matter of the GTC is also the regulation of the terms of sale of Products through the Online Store, the rights and obligations of the Buyer, and other matters of importance for the functioning of the Online Store.

IV. PRE-CONTRACTUAL PHASE REGARDING ATTENDING TRAINING

The Client expresses their will to establish business cooperation with MSM by making contact by filling out a form on the mokrogorska.rs website or by initiating verbal communication by phone and/or holding a meeting with authorized MSM persons. During the pre-contractual phase, MSM may request information and documentation from the Client, regarding the Client's business, regarding the Students, and other documentation on the basis of which MSM can decide whether to establish business cooperation with the Client and whether it accepts to provide the Service to the proposed students. During the pre-contractual phase, MSM has a complete, free, and discretionary right to decide whether to establish business cooperation with the Client, and the Client does not have the right to demand any reimbursement of costs or damages from MSM if the conclusion of the contract and the establishment of cooperation does not occur. During the Pre-contractual phase, MSM does not acquire the right to any compensation from the Client. If MSM decides to establish cooperation with the Client, it will send them a binding Offer.

V. OFFER FOR TRAINING

MSM sends the Offer to the Client in electronic form, via ERP software. The Offer is binding without a signature and seal. The General Terms and Conditions of Business are an integral part of the Offer, and by accepting the Offer, the Client also accepts the GTC. The validity of the offer is 7 days from the date of delivery to the Client. Failure to respond to the Offer will be considered as the Offer being rejected. In the event that the Client states that they accept the Offer but at the same time proposes that it be amended or supplemented in some way, it will be considered that they have rejected the Offer, and MSM has the discretionary right to send a new Offer to which the same conditions as when the initial Offer is sent will apply. The day the offer is accepted by the Client is considered the day a service provision contract is concluded. The Offer is considered accepted if the Client or an authorized person of the Client takes any of the following actions: a) states in writing (including email communication) that they accept the Offer; b) signs the Offer with an electronic signature or c) makes a full payment of the fee from the Offer. In the event that the Client does not make the full payment, the contract is considered not to have been concluded.

VI. FORM OF THE SERVICE PROVISION CONTRACT FOR ATTENDING TRAINING

All rights and obligations of the contracting parties are regulated by the Offer, so that the Offer and the acceptance of the offer constitute an integral whole and form a single service provision contract ("Contract"). In the event that the contracting parties later wish to amend the terms of the Contract, this can only be done in writing.

VII. RIGHTS AND OBLIGATIONS OF TRAINING PARTICIPANTS

Service Provider's Obligations

The Service Provider will provide the Contracting Authority with the services from the Program Document, and it is especially obliged to:
  • ensure the quality delivery of lectures and all other forms of instruction by lecturers, according to the schedule in the Program Document and the lecture schedule that the Service Provider communicates to the Students in a timely manner;
  • timely inform the Student about the schedule of activities from the Program Document with the time and place of the activities, if this is not already contained in the Program Document;
  • strive to ensure timely and accurate information for the Student regarding the manner of holding activities from the Program Document, the goals, methods, and contents of the Program Document, the contents, methods, criteria, and standards of examination provided for in the Program Document, the way of gaining insight into the results of the examination and evaluation of tasks performed by the Student in accordance with the Program Document, if this is not already contained in the Program Document;
  • provide the Student with the use of computer programs and the internet if provided for in the Program Document in the manner and under the conditions determined by the Program Document;
  • perform evaluations of the Student's work in accordance with the Program Document;
  • issue the Student a certificate, confirmation, or other written document on acquiring a title and/or skills after the completion of the Training if this is determined by the Program Document and after the conditions for the aforementioned are met as prescribed by the Program Document.
The Service Provider undertakes to organize and provide the services from the Program Document according to all standards that apply to this type of activity and according to the regulations related to such activities. The Service Provider, before the start or during the duration of the Training, has the right to amend the Program Document, which includes but is not limited to changing lecturers, the dates of activities from the Program Document, etc. Such changes do not affect the obligations of the Contracting Authority to the Service Provider, and the Contracting Authority and/or the Student are obliged to adhere to the amended Program Document. The Service Provider has the right to cancel the Training in the event of an insufficient number of students or force majeure. The Client and/or the Student are not entitled to compensation for damages in this case. The Service Provider is not obliged to provide Students with accommodation and transportation to and from the place where the services are provided, nor to provide meals for the Student during the provision of services.

Contracting Authority's Obligations

The Contracting Authority undertakes to pay the fee to the Service Provider. The Contracting Authority, with the aim of enabling the Service Provider to fulfill its obligation, undertakes to:
  • provide the Service Provider with a list of Students who will be participants in the Training with the Student's name and surname, the name of the Student's employer, the position at the employer, the Student's email address, and the Student's contact phone number within 7 days before the start of the first activity from the Program Document;
  • familiarize the Students with all the obligations of the Students they have in accordance with this Contract and the Program Document before the start of the activities from the Program Document;
  • provide the Student with the Program Document before the start of the services from the Program Document.
  • ensure that the Student adheres to their obligations and to provide and deliver to the Service Provider a signed statement from each Student who is a participant in the Training within (enter deadline) before the start of the services from the Program Document, with which the Student will confirm that they are familiar with these General Terms and Conditions of Business and the Program Document, as well as the rights and obligations that the Student has, and with which the Student will give consent for photos taken at the Training to be used for promotional purposes;
  • jointly and severally, as a guarantor, compensate the Service Provider and/or a third party for the entire damage that occurs during the activities from the Program Document caused by the Student;
  • enable the Student to attend the activities from the Program Document without hindrance at the time when the activities from the Program Document are being conducted.

Student's Rights and Obligations

In addition to the rights determined by the Program Document, the Student also has the following rights during the term of this Contract:
  • to attend lectures and all other forms of instruction during the performance of activities from the Program Document in accordance with the Program Document;
  • to a quality and objective evaluation;
  • to timely and accurate information on all matters relating to the activities from the Program Document;
  • to express their own opinion while respecting the rules contained in the Program Document;
  • to equal conditions for attending the activities from the Program Document as other Students;
  • to diversity and protection from discrimination;
  • to respect for personality, dignity, honor, and reputation.
In addition to the obligations determined by the Program Document, the Student is also obliged during the attendance of activities from the Program Document to:
  • diligently fulfill the instructional and other obligations determined by the Program Document, as well as those determined by the lecturers in accordance with the Program Document under the conditions and within the deadlines determined by the Program Document and/or the decisions of the Service Provider;
  • behave in accordance with the rules determined by the Program Document;
  • respect the rights of other Students and/or employees of the Service Provider and/or persons engaged by the Service Provider;
  • behave in a way that will not damage the reputation of the Service Provider;
  • compensate for the entire damage caused to the Service Provider and/or a third party that occurs during the activities from the Program Document.
In the event that the Student is prevented from physically attending the Training for justified reasons, the Service Provider will allow the Student, at their request, to:
  • participate in the Training via an online video link;
  • get access to the platform where lecture recordings and learning materials are located;
Exceptionally, with the approval of the Service Provider, another date for attending the Training may be approved within the school's work plan.

Violation of Obligations and Withdrawal from Training by the Student

The Student is obliged to adhere to the obligations from the GTC and the Program Document. In the event that the Student violates the obligations, the Service Provider has the right to deny the Student the provision of services from the Program Document, to demand the remedy of the violation within a period determined by the Service Provider, as well as the right to terminate the contract with the Client in relation to such a Student. The above does not affect the payment of the fee for the specific Student, but the Client is obliged to pay the fee in full. In the event of a violation of obligations by the Student, the Service Provider will inform the Client of this in writing without delay. The Client is obliged to pay the fee in full even if the Student voluntarily withdraws from the Training, regardless of the reason, and the Service Provider is not obliged to provide the Student with subsequent or renewed attendance at the Training.

Subsequent Changes by the Client

After the Contracting Authority submits to the Service Provider the list of Students who will be participants in the training from the Program Document, there is no possibility of replacing a Student from the said list with another person. In the event that the Client needs to cancel the Training for one or more Students, the Service Provider may, if such a request from the Client is submitted no later than 14 days before the start of the Training, offer the Client an alternative date for attending the Training or another Training during the business year. The Client does not acquire the right to a refund of the fee.

VIII. STUDENT INSURANCE AT TRAINING

The Service Provider has concluded an accident insurance policy for all Students who attend Training.

IX. FEES AND TRAINING COSTS

The Client is obliged to pay the fee to the Service Provider as contained in the Offer. The Client is obliged to pay the fee in full no later than 7 days before the start of the selected Training, unless otherwise regulated by the Offer or a special contract between the Client and MSM. Participation in the educational program is secured exclusively by the timely payment of the fee in full. The amount of the fee is expressed without VAT and refers exclusively to the Service and does not include accommodation, transport, meals, work materials, and other costs unless otherwise stated in the Offer. In addition to the fee for the Training, the Client also bears all costs related to the execution of the Training, including but not limited to the costs of lecturers and the organization of the Training itself. MSM may, at its own discretion, grant the Client a discount on the services, especially taking into account the annual volume of work and cooperation with the Client.

X. PERSONAL DATA PROTECTION

The handling of personal data by the Service Provider, as well as the personal data provided by the Client or Student, as well as the collection and processing of personal data, are subject to the regulations governing the protection of personal data. The Service Provider will provide the Student with a Notice on Personal Data Processing. The information that the Client provides to the Service Provider regarding their business constitutes confidential information.

XI. INTELLECTUAL PROPERTY RIGHTS

The Contracting Authority and each Student accept and understand that all information and documents made available to them under the Contract with the Client, which have been provided by the Service Provider, belong exclusively to the Service Provider or third parties, and that the Contracting Authority and/or the Student do not hold any right or claim to them, nor do they have the right to record and/or duplicate them in whole or in part, by any means, in any form, in any permanent or temporary, indirect or direct manner, to market them by sale or other transfer of ownership, to lease them, to perform, present, broadcast, or publicly communicate them. The Client and Student confirm that they are aware that the Service Provider is free to use and publish, without compensation, the works that the Student creates during the implementation of the activities from the Program Document, for the purpose of providing education services that are the same or similar to the services from the Program Document. The Student is obliged not to violate the intellectual property rights of third parties in their work during the implementation of the activities from the Program Document, which includes but is not limited to plagiarizing the intellectual property of any person in whole or in part in any way, and that all the results of the Student's work are original, and in this respect, the Contracting Authority is obliged to protect the Service Provider from all claims of third parties regarding the intellectual property rights that the Service Provider acquires based on this provision.

XII. COMMUNICATION

The primary mode of communication between the Service Provider and the Client is via the email address registered with the Serbian Business Registers Agency for each of the mentioned subjects. In addition to these addresses and in parallel with them, the Service Provider and the Client may use other addresses, both electronic and physical, in accordance with the agreement reached or business practice. With regard to official notifications sent by the Service Provider to the Client, it will be considered that the notification has been duly and timely delivered on the date of sending to the email address registered with the Serbian Business Registers Agency or to the email address that has been regularly used for communication between the Service Provider and the Client. An exception is delivery for which personal delivery is prescribed by law, which in that case, in addition to electronic delivery, will also be carried out by sending a registered letter to the recipient's registered office address with the Serbian Business Registers Agency.

XIII. OTHER PROVISIONS

Force Majeure

If an extraordinary situation occurs that can be classified as force majeure, and as a result of which the Service Provider is prevented from fulfilling its contractual obligations, the contractual obligations of the Service Provider will be suspended during the period of the force majeure. The Service Provider is obliged to inform the Contracting Authority and the Student in a timely manner about the occurrence of circumstances that must be considered force majeure, as well as the expected cessation of the effects of the circumstances that constitute force majeure. The Provider will continue to provide services from the Program Document when the duration of the force majeure ceases. Force majeure, within the meaning of this article of the Contract, shall be considered in particular: war, fire, flood, earthquake, major storm, political unrest, strikes, binding decisions and acts of state authorities, virus pandemics, and the like.

Duration of the Contract

The Contract between the Client and the Service Provider is concluded for the period of service provision specified in the Program Document. The Service Provider may terminate the Contract and cease providing services in relation to an individual Student in accordance with this Contract without a notice period, if the Contracting Authority does not pay the fees within the agreed period for such an individual Student in accordance with the Contract and/or the Program Document. If the Service Provider terminates the Contract in accordance with this provision, the Contracting Authority does not have the right to demand a refund of the amount it paid up to the date of termination of the Contract from the Service Provider. In addition, the Contracting Authority is obliged to pay the Service Provider all due obligations up to the date of termination, as well as the remaining amount of the agreed fee, as compensation for the damage suffered by the Service Provider, given that the Service Provider has invested significant resources, taken organizational measures, and undertaken obligations in advance for the entire period of the activities from the Program Document.

Governing Law and Jurisdiction of the Court

The contractual relationship between the Client and the Service Provider is governed by Serbian law. All potential disputes will be resolved amicably, and disputes that are not resolved amicably will be decided by the Commercial Court in Belgrade.

Relationship between the GTC and a Special Service Provision Contract

If the Client and the Service Provider conclude a special service provision contract, the provisions of such a service provision contract will take precedence over these GTC in case of disagreement. For everything not regulated by the special service provision contract, the valid GTC will apply.

XIV. PURCHASES VIA THE ONLINE STORE

According to the Law on Consumer Protection ("Official Gazette of the RS", no. 88/2021, hereinafter: "LCP"), a purchase via the Online Store is considered a distance purchase. When it comes to online store buyers - individuals, the LCP applies, while the terms of sale via the online store when it comes to buyers - legal entities, the Law on Obligations ("Official Gazette of the SFRY", no. 29/78, 39/85, 45/89 - decision of the Constitutional Court and 57/89, "Official Gazette of the FRY", no. 31/93, "Official Gazette of the SCG", no. 1/2003 - Constitutional Charter and "Official Gazette of the RS", no. 18/2020) applies. By publishing the GTC, it is considered that MSM as the seller has fulfilled the duty of informing the buyer - an individual in accordance with Article 26, paragraphs 1 and 2, and Article 12 of the LCP. 1. i 2. i čl. 12 ZZP. A Buyer is an adult, legally competent individual - a visitor to the online store who gives an order for the execution of a payment transaction for the purpose of purchasing or paying for Products ("Buyer"), while MSM is considered a merchant within the meaning of the LCP. During the purchase process, the Buyer declares that they meet the condition from the previous paragraph and that they are legally competent to conclude a sales contract. By accepting the GTC during the purchase process and paying, which necessarily includes leaving their email address, the Buyer agrees that the fiscal receipt will be sent to them exclusively by electronic means, i.e., to the email. In the event that the Buyer is a legal entity, which is confirmed separately during the purchase process, the visitor to the Online Store who enters the data and orders the Products hereby confirms and guarantees that they have the capacity of a person authorized to conclude a distance contract on behalf of and for the account of that legal entity. The provisions of this Article 15 of the GTC, from which it follows that they apply to individuals as consumers within the meaning of the LCP, cannot be applied to buyers who are legal entities. If payment is made for a purchase with a payment card of a business company/entrepreneur, in that case, neither MSM nor the Bank is responsible for tax and other legal obligations that accompany the payment transaction and the legal transaction on the basis of which the transaction was carried out, nor any other taxes.

Ordering

In the Online Store, the Buyer can make a purchase by leaving their data necessary for the realization of the purchase, i.e., the delivery of the product (name, surname, address, e-mail, phone number, TIN, job title in the legal entity, and other). Before ordering, it is necessary for the Buyer to read these GTC in detail, as well as the Privacy Policy, and to get acquainted with and accept them. By accepting the GTC and the Privacy Policy, the Buyer confirms that they are familiar with their provisions, i.e., that they have been given the opportunity to become familiar with their content, and that, before the order is made, MSM's obligation to inform the Buyer has been fulfilled in a clear and understandable manner. If the Buyer has any additional questions or ambiguities related to the GTC, they can contact the email address office@mokrogorska.rs or by phone at +381 11 543 234. To make a purchase via the online store, the following steps must be taken: 1) ordering by selecting a product 2) deciding whether the Buyer is an individual over 18 years of age and legally competent to enter into this contract/or a legal entity 3) entering personal/basic data and accepting the GTC and Privacy Policy 4) choosing a payment method 5) confirmation of the order, which is sent by MSM to the email address provided by the Buyer. The order can be canceled until the payment is made in accordance with these GTC.

Payment

Payment for Products on the Online Store can be made in one of the following ways:
1) With payment cards
Payment for products on our online store can be made in one of the following ways: with payment cards - VISA, MasterCard, Maestro, AMEX, and DinaCard, which support online payments. Card payment is realized in cooperation with AllSecure doo and Banca Intesa and is carried out in a safe and certified manner through the AllSecure Payment Gateway, by simply entering the data from the payment card. After the card data is entered and the payment is confirmed, the bank authorizes the transaction, and the order is approved and enters the further preparation process for delivery. The amount will be reserved on the Buyer's card (account) and will not be available for other purposes. The transaction will be completed and the amount will be debited from the Buyer's account only when the Products are prepared for delivery. In the event that the payment is not completed, i.e., the amount is not debited from the account within 7 days of the acceptance of your order, that order will be canceled and deleted. After the 7-day period expires, the money reserved in the Buyer's account is released and will be available again. After that, the Buyer can repeat the same or a new order and make a payment related to them. Check with the bank that issued the card whether your card supports online payments. When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol, applying the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. At no time is the payment card data available to the merchant. 3D Secure protection for all merchants and buyers - AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants who use the AllSecure Payment Gateway are automatically included in 3D-Secure protection, which guarantees buyers the security of their purchase. The numbers of the buyers' payment cards are not stored on the merchant's system, and the entry itself is protected by SSL data encryption. PCI DSS Standards - The AllSecure Payment Gateway is constantly harmonized with all the requirements of card organizations in order to increase the level of security for merchants and buyers. From 2005 to today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is a standard that defines the necessary security measures for processing, storing, and transmitting sensitive card data. PCI Standards protect sensitive user data during the entire payment process: from the moment the data is entered at the merchant's point of sale, during communication between the merchant and the relevant banks and card organizations, as well as later storage of that data. In the event of a refund to a Buyer who previously paid with one of the payment cards, in whole or in part, and regardless of the reason for the refund, that refund is made exclusively via the same VISA, MasterCard, Maestro, AMEX, and DinaCard card that was used for the payment. This means that our bank, at our request, will refund the funds to the card user's account. All payments will be made in the local currency of the Republic of Serbia - Dinar (RSD). For an informational display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount for which your payment card will be charged will be expressed in your local currency through conversion into the same at the exchange rate used by card organizations, which we cannot know at the time of the transaction. As a result of this conversion, there is a possibility of a slight difference from the original price stated on our website. "All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site"
2) Payment via e-banking or payment slip
After the ordering process is completed by selecting the product, providing personal data, and choosing this payment method, the Buyer will receive detailed payment instructions via email. The payment can then be made through their e-banking account or at a bank/post office counter. If payment is not made within 7 days, the order will be automatically canceled.
3) Payment via proforma invoice for legal entities
To order and pay for a legal entity, the following information must be provided: company name, address, tax identification number (PIB), email address, as well as the name, surname, and phone number of the contact person, for the purpose of sending the proforma invoice.

Completed Purchase

After the Buyer has made a proper payment, an email confirmation of the purchase will be sent to the email address the Buyer provided during the purchase. MSM will also send the tickets/registration confirmations and/or other documents in electronic form at the same time. The body of the email and/or the attached document will contain instructions for use that the Buyer is obliged to follow.

Price

MSM independently determines the prices of the Products in accordance with its business policy and reserves the right to change the stated prices. In accordance with the law, all listed prices are expressed in dinars and include the corresponding VAT, with the possibility of viewing the price in euros as well. There are no delivery costs for Products purchased through the Online Store, the delivery of which is carried out via email address in accordance with Article 14 of these GTC. In the event that, after an order is placed, it is determined that an incorrect price was mistakenly marked on the website for the ordered product, MSM will endeavor to inform the Buyer as soon as possible of the error and the correct price that was valid for the ordered Product at the time of ordering. In that case, the Buyer has the right to pay for the ordered Product at the correct price or to cancel the order.

Exception to the right of withdrawal from the contract

The purchase of Products through the Online Store is binding, and the Buyer cannot withdraw from the purchase made in the sense of Article 36, paragraph 1, item 12 of the LCP, given that the Products are related to leisure activities that take place at a precisely determined time or within a specific period (i.e., for which there is a specific deadline or period of performance). In accordance with Article 36, paragraph 1, item 12 and Article 26, paragraph 1, item 6 of the LCP, by accepting these GTC, the Buyer explicitly declares that they have been informed by MSM that they cannot exercise the right of withdrawal from the contract, to which the Buyer agrees. The amount paid for the purchase of the Products is not subject to a refund at the subjective request, and by accepting these GTC, the Buyer explicitly accepts this.

Cancellation and postponement of events and force majeure

A refund is possible only in the following cases: 1) cancellation of the event, 2) a change in the date, time, or location of the event in a way that is not suitable for the Buyer. The refund applies exclusively to the amount paid for the Products. Any special costs that the Buyer may incur (transportation costs, accommodation, postage, bank fees, etc.) are not reimbursed. In any case, if the cancellation or postponement of the event is due to circumstances of force majeure – external circumstances beyond MSM's control, which could not have been foreseen, avoided, or removed in advance – MSM is not obliged to refund the funds paid to the Buyer. If the Buyer uses the Product, i.e., the ticket/registration confirmation for a specific event despite the change in date, time, or location, a refund cannot be subsequently made for the used ticket/registration confirmation, given that by using the ticket/registration confirmation, the Buyer accepted the changed conditions for the performance of the service. To receive a refund of funds that the Buyer paid with a payment slip or via e-banking, the Buyer is obliged to provide their personal data according to MSM's instructions. The refund will be made exclusively by payment to the Buyer's current account in dinars. If payment was made with a payment card, the refund will be made by payment to the account from which the payment was made, in accordance with this Article 14 of the GTC.

Complaints

The Buyer may file a complaint with MSM to exercise their rights in accordance with the LCP, in the event of non-conformity of the sold Product or service provided, as well as due to an incorrectly calculated price and other deficiencies, all within the legal deadline. MSM is obliged to accept the complaint filed. The Buyer can file a complaint:
  • by phone at +381 11 543 234
  • in writing to the address: Mokrogorska škola menadžmenta, Kralja Milana 2, Vukova Zadužbina, Belgrade 11000,
  • electronically to the email: aleksandra.radovanovic@mokrogorska.rs
all with the submission of the invoice for inspection or other proof of purchase (copy of the invoice, slip, etc.). MSM is obliged to issue a written confirmation or confirm receipt of the complaint electronically to the Buyer without delay, i.e., to state the number under which their complaint is registered in the record of received complaints. MSM is obliged to respond to the Buyer's complaint in writing or electronically without delay, and no later than 8 (eight) days from the date of receipt of the complaint. MSM's response to the Buyer's complaint must contain a decision on whether it accepts the complaint, an explanation if it does not accept the complaint, a statement on the buyer's request for how to resolve it, and a specific proposal on the period and manner of resolving the complaint if it accepts it. The deadline for resolving the complaint cannot be longer than 15 days, or 30 days for technical goods, from the date the complaint was submitted. MSM is obliged to act in accordance with the decision and proposal for resolving the complaint, if it has received the prior consent of the Buyer. The deadline for resolving the complaint is suspended when the Buyer receives MSM's response to the complaint and begins to run again when MSM receives the Buyer's statement. The Buyer is obliged to respond to MSM's response no later than 3 (three) days from the date of receipt of MSM's response. If the Buyer does not respond within the prescribed period, it will be considered that they do not agree with MSM's proposal. If MSM is unable for objective reasons to meet the Buyer's request within the agreed period, it is obliged to inform the buyer of the extension of the deadline for resolving the complaint and state the period in which it will be resolved, as well as to obtain their consent, which it is obliged to record in the record of received complaints. The deadline for resolving complaints can only be extended once. If MSM rejects the complaint, it is obliged to inform the Buyer about the possibility of resolving the dispute out of court and about the competent bodies for out-of-court resolution of consumer disputes. If MSM resolves a verbally filed complaint in accordance with the buyer's request at the time it was filed, MSM is not obliged to issue a confirmation of receipt of the complaint without delay or to respond to the buyer's complaint.

Dispute Resolution

A consumer dispute can be resolved out of court. The out-of-court resolution of consumer disputes is carried out in a transparent, efficient, fast, and fair manner before a body for out-of-court resolution of consumer disputes (hereinafter: "the body") by applying the Law on Consumer Protection. The competent Ministry compiles a list of bodies and publishes it publicly on the following page: https://vansudsko.mtt.gov.rs/adrbodies. The procedure before the body can be initiated by the Buyer only if they have previously filed a complaint or objection with the seller, but not before receiving a response to the complaint. The seller is obliged to participate in the procedure of out-of-court resolution of consumer disputes before the body. The out-of-court resolution of a consumer dispute in accordance with this law can last for a maximum of 90 days from the date the proposal is submitted, and the buyer can withdraw from further participation in the out-of-court resolution of the consumer dispute until the end of the procedure. A proposal to initiate the procedure for the out-of-court resolution of a consumer dispute is submitted to the competent ministry (Ministry of Trade, Tourism and Telecommunications). Each party in the out-of-court resolution of a consumer dispute pays their own costs (for example, representation costs, travel costs, etc.). However, the work of the body for out-of-court resolution of a consumer dispute is free of charge for the parties in the procedure of out-of-court resolution of a consumer dispute. A consumer loses the right to submit a proposal for out-of-court dispute resolution after one year from the date of the (unsuccessful) submission of the complaint. The initiation and conduct of the procedure for the out-of-court resolution of a consumer dispute does not exclude or affect the exercise of the right to judicial protection, in accordance with the law. If dispute resolution is not possible in one of the ways described above, proceedings can be initiated before the competent court according to the seat of MSM, or according to the place of residence or domicile of the Buyer. The provisions of the Law on Obligations apply to the relationship between MSM and the buyer - a legal entity, in connection with the exercise of rights in the event of non-conformity or defects.