General terms of payment  

Before starting the process of payment for the services, please get familiar with these terms of payment prescribed by the Service Provider:

Company: Puzzle Software doo Beograd-Rakovica

Address: Srpskih udarnih brigada 11

Company ID: 20882956

VAT/TIN: 107849973

Phone: +381 11 4500 733


hereinafter referred to as “Service Provider” over the internet portal  in its ownership by , hereinafter referred to as “Portal“.

Please, confirm that you agree with the general conditions of payment for the services by checking a check box “I agree with the General Terms of Payment” on the website

In accordance with the Agreement on the acceptance of payment cards on e-commerce page with Banca Intesa ad Beograd, the Service Provider has undertaken to clearly provide information on general, commercial, technical, safety and special conditions of payment for the services rendered by the Service Provider contained herein.

Basic Terms:

A Buyer or a Customer, Service User – may be a natural or legal person

Service – reservation of a place on an education event in the organization of the Service Provider

Service Provider -Puzzle Software doo Beograd

Bank – Banca Intesa ad Beograd

Service Delivery Address – shall be considered as the address of the Service Provider

Time of the Service Delivery – shall be considered as the moment of payment (reservation of the service)


How to purchase a service

The Customer chooses the educational events that they wish to attend, as well as the quantity (in case the company wishes to reserve more places for one or more events for its employees). Furthermore, the Customer is obliged to indicate whether payment will be made domestically or from abroad, as well as to choose the payment method (credit cards or on the bank account) and whether they are paying as individual or as legal entity.

If the Customer opts for credit card payment, after the payment process has been completed, as well as the authorization of the transaction, the status of the order will be updated and the Customer will receive a payment receipt, as a guarantee that they have booked a certain number of tickets at a particular educational event.

The Service Provider is obliged to accept all payment cards approved by the bank, of which the Service Provider will inform its Customers by highlighting a logo Verified by VISA, Master Card Secure Code, MasterCard, Maestro and Visa credit cards in the form submitted to the Service Provider by the bank, on every page of the website where the purchase is possible, or where the acceptance of certain payment cards is indicated. The Service Provider undertakes not to require additional information during the transactions, as well as not to discriminate against the choice of the type of a credit card used to carry out the transaction.

If the Customer decides to make a payment to the bank account, they make a pre-reservation for a specific event, and the reservation will be confirmed after the payment has been recorded.

The Service shall include the reservation to an educational event that the Customer shall attend in the organization of the Service Provider in a specific time and place. The date of delivery of the service shall be considered the date or moment of the payment for the service, i.e. reservation.


The Service Provider undertakes to accurately and promptly present the price(s) for the reservation of the service on the website on the Reservation page for the Customers that wish to order (reserve) online.

Payment for the service –reservation of an educational event shall be made as Purchase or SMS (Single Message) type of transaction, which includes online payment from a payment card of the Customer.  Payment card charging is processed simultaneously with the authorization. A receipt of the payment represents a receipt of reservation, which means that the service has been formally provided and delivered electronically (the payment receipt also represents the proof of reservation).

Where the price is expressed in foreign currency, the Service Provider shall provide a conversion statement in English, which reads as follows:

“All payments will be effected in Serbian currency – dinar (RSD). The amount your payment card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the the higher rate of Komercijalna banka for Certified Courses or involving non-Serbian certificates and trainers, or at the middle exchange rate of National Bank of Serbia for all the other educational events not involving non-Serbian lecturers or non-Serbian certificates, on the date of invoicing. When charging your payment card, the same amount is converted into your local currency according to the exchange rate of the Credit Card Associations. As a result of this conversion there is a possibility of a slight difference from the original price stated on our web site.”

All prices are listed on the website without VAT. To the above mentioned prices the general VAT rate in the amount of 20% shall be applied, in accordance with the provisions of the Law on Value Added Tax, for domestic payments. For payments from abroad, the Law on Tax Exemptions, Article 24 shall apply.

The payment for the services has to be made no later than 2 days prior to the training. Pre-reservation can be made no later than 3 days prior to the training, whereas only by paying the price in full shall guarantee a place on the training.


Confirmation of payment-reservation

After each completed e-transaction, the Service Provider will notify the Customer within 24 hours of the payment that the transaction was successful or that it failed. This Notification-Payment Confirmation shall be made by the Service Provider in a web form or by e-mail, and it will contain clearly and unambiguously the following:

  • Information on the payment and outcome of the transaction (successful -card account charged with the amount or unsuccessful – card account not charged)

  • Customer Info: first and last name, e-mail, address

  • Information about the order: list of services, unit price, quantity, tax, total cost, and user ID assigned by the Service Provider

  • Information about the Service Provider: name, address, TIN

  • Transaction data: date and time of executed transaction, as well as parameters assigned by the bank AUTH_CODE, PAYMENT_ID, and TRANSACTION_ID

  • Confirmation that the reservation of the service has been completed, i.e. that the place on the educational event has been reserved


Refund and changes of the service users

Reimbursement of funds is possible only at the request of the entity who made the payment, not later than 5 days before the day of training that the user paid for and in accordance with following procedure: the Service User has to send a written request at the email of the Service Provider for a refund, including the reason(s) why he/she is prevented from attending the training.

It is possible to transfer the reservation payment for the same training at a different date and time, only in the next training term in accordance with the training program of the Service Provider. Requests for refund shall not be accepted in the event of non-attendance to the reserved training, as well as 5 days or less prior to the date of the training. After attendance and completion of the training, it is not possible to claim a refund, but it is possible to make an official complaint on the quality of the held training and it will be taken into consideration, in order to improve the quality of the services.

Any change in the service users can be made no later than 3 days prior to the reserved training with appropriate written explanation addressed to the Service Provider via e-mail and with written authorization issued to the new Service User stating that he/she can use the paid service on behalf of the former Service User.  The new Service User is obliged to submit the authorization to the Service Provider via e mail or at latest on the reserved training date, and the Service Provider is obliged to keep the aforementioned authorization in accordance with document retention policy for the period of 3 years from the time of the transaction, and to make the mentioned document available to the bank at the latter’s request.  Without providing the appropriate authority, the Service User shall be considered to have missed the training.

Reimbursement is always possible if the Service Provider had canceled or postponed the reserved training.

In the case of a refund to the Service User who has previously paid via credit card, in part or in full, regardless of the reason for the reimbursement, Service Provider is obliged to make a refund solely via VISA, EC/MC or Maestro payment methods, which means that the bank, at the request of the Service Provider, shall return the paid amount to the account of the Service User.


Service delivery and potential limitations – Receipt or  Reservation


The reservation for participation at an educational training organized by the Service Provider is final once the payment is made. A payment receipt is a proof that the service is delivered-reservation. Educational event will be organized at the appropriate premises, whereas Puzzle Software will timely inform the participants of the event location, no later than five days prior to the event, via communication channels (website, e-mail). Furthermore, Puzzle Software undertakes to inform the participants about all the other logistic details related to the educational event, using the same communication channels (website or email) no later than five days prior to the commencement of the event.


Proof of  service acceptance is an email that contains the confirmation of the reservation payment, bearing in mind that this is a non-material service. The Service Provider shall keep the e-confirmation in accordance with document retention policy for the period of 3 years from the time of in accordance with the provisions on the custody of the documentation for a period of 3 years from the date of the reservation-provision of the service, together with the authorization to use the reservation if the user has transferred the right to use the reservation to another person.

There are no known restrictions, customs or other nature, given that the Service Provider only provides its services on the territory of the Republic of Serbia. If the services are provided online, there are no restrictions on the provision of services to the users nor any legal obstacles that may affect the delivery of the services.

Retention of documentation

The Service Provider shall be obliged to keep all archived documentation on realized services for the period of 3 years from the moment of payment transaction, in a matter to guarantee the protection of personal data of the service user, if such data has been contained in this documentation.

The Service Provider has obligation, upon request of the bank, to provide the mentioned documentation that confirms the transaction and the takeover of the service by the User, and in a case of a reimbursement claim, to the indirect bank as well.

Protection and security of the transaction

When entering payment card information, confidential information is transmitted through a public network in a protected (encrypted) form using the SSL protocol and PKI system, which is the latest cryptographic technology.

The security of data during the purchase is guaranteed by the processor of payment cards, Banca Intesa ad Beograd, therefore the complete payment process is carried out on the bank’s webpage. No information about the payment card is available to the Service Provider’s system at any moment.

The protection of personal data and privacy protection

The Service Provider undertakes to protect the privacy of all its customers-buyers, that it will only collect the necessary data relating to the transaction, as well as the data used to inform customers and information necessary for operations and implementation of educational events, all in accordance with good business practice and in order to provide high quality service.

All data that the Service Provider collects are strictly confident and can only be available to employees who need the mentioned information for operational purposes. All employees in the Service Provider, as well as business partners are responsible for respecting the principles of privacy protection.

The Service Provider undertakes not to require and archive in any electronic form, the data relating to the payment card of the Service User, in particular card number, expiration date, CVC2 and CVV number, etc.,

Complaints and contact

All complaints and information concerning all matters regulated by these general terms of payment  the Service Users can get via the contact information of Service Provider: Srpskih udarnih brigada 11, Belgrade, phone: +381 11 4500 733 and e-mail: finance@puzzlesoftware. rs .

* The Bank reserves the right to amend the operating instructions announced on the e-commerce page and/or documents which are integral parts of this instruction without prior consent of the Service Provider. In that case the Service Provider has to be notified no later than 15 days from the date of the change. In the event that the amended provisions are in conflict with the General Payment Terms, the amended changes will apply. The Service Provider has obligation to announce the amended text of the general payment conditions on the e-commerce page of the website.