ordexa

Terms of use and payment

These terms govern ordering and payment on the sales point shop-dev.ordexa.rs (the sales point), operated by Order Wave doo Novi Sad, on which the seller listed below conducts sales. By ordering you accept these terms and confirm that you have read and fully understood them, so please review them carefully before purchase, together with our Privacy Policy, which forms an integral part of these terms.

1. Merchant and sales-point information

The sales point shop-dev.ordexa.rs is operated and payments on it are collected by: Order Wave doo Novi Sad, PIB: 115072921, company no.: 22111566, Activity code: 6201 (computer programming), Bulevar kralja Petra I 24, Novi Sad, +381 61 2144514, office@ordexa.rs. The food and order preparation are provided by the restaurant you order from; that seller's details are shown on its pages on the sales point and on the order confirmation. For questions regarding an order, complaints or cancellations, the seller's contact details are in the footer of its pages.

2. Offer, prices and VAT

The sales point offers food and drinks from the seller's current menu. All prices are stated in Serbian dinars (RSD) and VAT is included in the price.

All payments are made in the local currency of the Republic of Serbia, the dinar (RSD). The National Bank of Serbia exchange rate is used for the informational display of prices in other currencies. The amount your payment card is charged is expressed in your local currency through conversion at the rate used by the card organisations or your issuing bank, which cannot be known to us at the moment of the transaction. As a result of this conversion, a slight difference is possible between the original price shown on the sales point and the amount shown on your bank statement.

Since every country independently sets the laws governing trade in goods and services, situations may arise in which, independently of us, state authorities introduce additional taxes, fees or duties on executed transactions. The sales point bears no responsibility for such charges, and customers undertake to settle any matters related to their payment themselves.

Before you confirm an order, its specification is shown: items, quantities, unit prices, delivery fee and the total amount.

3. Delivery

Orders are delivered to the address provided at checkout or collected in person, depending on the selected method. The expected delivery time is shown while tracking the order. Delivery is available only within the Republic of Serbia.

4. Card payment

All payments are processed through trusted external payment systems. Card payments (Visa, Mastercard, Maestro, DinaCard) are performed via the following service providers: the electronic money institution PaySpot doo Novi Sad, with its seat in Novi Sad, Branimira Ćosića 2/II/201B, company no. 21157074, tax ID 109296534, and Raiffeisen banka a.d. Beograd, with its seat in Belgrade, Đorđa Stanojevića 16, company no. 17335600, tax ID 100000299 (the Bank). Card payment works through card registration: the customer enters their payment card data exclusively on the designated secure form of the Bank's protected page, after which orders are charged to the saved card with their consent. For every registered card (one or more), the validity of the card and the customer is verified.

If the transaction is executed, the customer is notified that the reservation of funds in the amount of the created order has been successfully completed. By accepting these terms the customer agrees that, at the moment of ordering, funds in the amount of the created order are reserved, and that their payment card is charged for the amount of the completed purchase.

Payment card data is stored on the Bank's secure protected page in encrypted form and is not available to other parties in the payment process; at no moment is it available to the sales point. During payment card data entry, confidential information is transmitted over a public network in protected (encrypted) form using the SSL protocol and PKI system, currently the most advanced cryptographic technology. The entry and transfer of personal data and card numbers are protected in line with the leading security protocols on the internet and with the PCI DSS standards for secure payments.

Payment via digital wallets: Google Pay and Apple Pay can be used. The customer confirms the transaction with biometrics (fingerprint, face recognition) or a PIN on their mobile device, which constitutes consent to the execution of the transaction.

5. Refunds

In the case of returning goods and refunding funds to a customer who previously paid with a payment card, in part or in full, and regardless of the reason for the return, Order Wave doo Novi Sad is obliged to make the refund exclusively via VISA, EC/MC, Maestro, DinaCard payment methods, which means the bank will refund the funds to the cardholder's account at the seller's request.

6. Complaints

You can file a complaint with the seller via the contact phone or email listed in the page footer, immediately upon receiving the order and no later than within 24 hours. Please check your order at the moment of hand-over.

The seller will respond to a complaint within 8 days of receipt at the latest, and the complaint is resolved within 15 days of filing at the latest. As the subject of sale is food (perishable goods), the right of withdrawal from a distance contract under the Consumer Protection Act does not apply.

7. Data protection

Personal data left when ordering (name, contact, delivery address) is used exclusively to fulfil the order and is treated as confidential. Data is not sold or shared with third parties, except with the bank and competent state authorities where required by law. Payment card data is never stored in our system.

8. Payment confirmation and proof of delivery

After a successful card payment, a payment confirmation is displayed and also sent to the email address provided at checkout. Proof of delivery is obtained at order hand-over.

9. Dispute resolution, court jurisdiction and governing law

The contracting parties agree to attempt to resolve amicably any disagreements and disputes arising during the contractual relationship. If no amicable resolution is reached, the competent court in Novi Sad shall have jurisdiction and the law of the Republic of Serbia shall apply.

10. Out-of-court resolution of consumer disputes

In accordance with the Consumer Protection Act, a consumer may resolve a dispute through the out-of-court consumer dispute resolution procedure, in the manner defined by that act.

11. Changes to the terms

Order Wave doo Novi Sad may amend or supplement these terms at any time, without prior notice. By continuing to use the sales point you also accept all subsequently published rules and terms of purchase; the current version of the terms is always published on this page.