General terms of use and online sale

1. Trader details

1.1. The kafeterija.com website and online shop are operated by Kafeterija&Love&Brands d.o.o., with its registered office in Belgrade, Studentski trg 15, 11000 Belgrade, company registration number 20982187, tax ID (PIB) 108353310, registered in the Business Entities Register of the Serbian Business Registers Agency, a VAT payer (hereinafter: “Kafeterija”).

1.2. Contact: e-mail aplikacija@kafeterija.com, address for written correspondence and complaints: Studentski trg 15, 11000 Belgrade.

2. Subject and scope

2.1. These terms govern: (a) the use of the kafeterija.com website (the “Platform”); (b) opening and using a user account; (c) buying goods in the online shop (coffee, capsules, equipment and other goods).

2.2. The Subscribe subscription is also governed by the separate Subscribe terms for consumers or for business customers. The loyalty programme is governed by the Loyalty Programme Rules. The processing of personal data is governed by the Privacy Policy, and complaints and withdrawal by the Complaints and Withdrawal Policy.

2.3. A consumer is a natural person who acquires goods or services for purposes outside their business or other commercial activity. Provisions of these terms that apply exclusively to consumers do not apply to purchases by legal entities and sole traders.

2.4. No provision of these terms excludes or limits the rights a consumer has under the mandatory regulations of the Republic of Serbia.

3. User account

3.1. For purchases in the online shop an account is not required. An account is required for the loyalty programme and the Subscribe subscription. The Subscribe subscription is activated, used and cancelled exclusively through an account on the kafeterija.com website.

3.2. An account may be opened by a person who has reached the age of 16. Card payment and the Subscribe subscription are available to adults only.

3.3. The user must enter accurate data, keep their password safe and inform Kafeterija without delay if they suspect unauthorised use of the account. The account is personal and may not be transferred.

3.4. The user may close the account at any time in the account settings or by request to aplikacija@kafeterija.com. Closing the account also ends an active subscription, in accordance with the subscription terms, and unused loyalty points are lost.

3.5. Kafeterija may temporarily restrict an account where there are objective indications of fraud, unauthorised use of a payment instrument or a threat to the security of the Platform. It informs the user of the reason and allows them to respond, unless this would compromise fraud prevention.

4. Products and prices

4.1. Each product is shown with its main characteristics, its retail price in dinars including VAT and, where required, its unit price (for example, the price per kilogram). Delivery costs are shown before the order is confirmed.

4.2. The price shown in the final order summary at the moment the buyer confirms the order is binding. Kafeterija may not unilaterally increase the price of goods already ordered.

4.3. If a price is obviously shown incorrectly because of a technical error, Kafeterija informs the buyer without delay and offers either the purchase at the correct price or cancellation of the order free of charge, with a refund of the amount paid.

4.4. For a price reduction, the reduced price is shown together with the previous price, that is, the lowest price at which the product was sold in the period before the reduction prescribed by the Law on Trade.

5. Ordering and conclusion of the contract in the online shop

5.1. The buyer chooses products and adds them to the cart. Before sending the order, the buyer can review and correct the products, quantities, address, delivery method and payment method.

5.2. Before the order is confirmed, the following are shown: the products and their main characteristics, the total price including VAT and delivery costs, the payment method, the delivery method and expected delivery time, information on the right of withdrawal or on its absence, information on the postal operator through which non-conforming goods can be returned at Kafeterija’s expense, and links to these terms and to the Complaints and Withdrawal Policy.

5.3. The order is sent by pressing the “Order and pay” button. By pressing that button the buyer assumes the obligation to pay.

5.4. Kafeterija confirms receipt of the order by e-mail without delay. The contract is concluded when Kafeterija confirms acceptance of the order by a separate e-mail with the fiscal receipt, after checking availability. With the confirmation the buyer also receives these terms and the withdrawal form, in a form they can keep (PDF).

5.5. If an ordered product cannot be delivered, Kafeterija informs the buyer without delay and refunds the amount paid within 14 days at the latest. Replacement with another product is possible only with the buyer’s consent.

6. Payment

6.1. The available payment methods are shown at the latest at the start of the ordering process: by payment card (DinaCard, Visa, Mastercard).

6.2. Card payments are processed by the authorised payment service provider Banca Intesa a.d. Beograd (AllSecure payment gateway). The user enters the card details on the payment service provider’s secure page. Kafeterija has no access to the full card number or the security code.

6.3. Refunds of card payments are made exclusively to the same card. How long it takes for the funds to appear on the buyer’s account also depends on the card-issuing bank.

7. Delivery

7.1. The delivery area, costs, any minimum order value and the expected delivery time are shown before the order is confirmed. Delivery is carried out by D Express.

7.2. Kafeterija delivers the goods within the time shown when ordering or, if no time is stated, within 30 days of the conclusion of the contract at the latest. The risk of accidental loss of or damage to the goods passes to the buyer when the buyer or a person designated by the buyer (other than the courier) takes possession of the goods.

7.3. Visible damage to a parcel should preferably be reported as soon as possible, to make it easier to establish with the courier service. Failing to report damage to the courier does not remove the buyer’s statutory rights.

8. Conformity, complaints and withdrawal

8.1. Kafeterija is liable for the conformity of the goods with the contract in accordance with the law. How to make a complaint, the deadlines and the buyer’s rights are set out in the Complaints and Withdrawal Policy.

8.2. Kafeterija has a contract with the postal operator D Express, through which a consumer making a complaint about non-conformity can send the goods at Kafeterija’s expense. Instructions for sending are in the Complaints and Withdrawal Policy.

8.3. A consumer who buys goods in the online shop has the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason, except in cases where the law excludes that right. The rules, exceptions and the withdrawal form are in the Complaints and Withdrawal Policy.

9. Loyalty programme

9.1. The rules for earning and using loyalty points, membership levels and benefits are set out in the Loyalty Programme Rules. Joining the loyalty programme is not a condition for buying.

10. Commercial messages

10.1. Kafeterija sends the newsletter and other promotional messages by e-mail, SMS or push notification only to users who have consented to it. Consent is not a condition for buying and can be withdrawn at any time: through the unsubscribe link in every message, in the account settings or at aplikacija@kafeterija.com.

10.2. Notices necessary for the performance of the contract (order confirmations, notices about subscription charges, complaints and the like) are not promotional messages and are sent without separate consent.

11. Data protection and cookies

11.1. The processing of personal data is governed by the Privacy Policy. The use of cookies and similar technologies is governed by the Cookie Policy. Optional cookies are activated only with the user’s consent, which can be changed at any time through the “Cookie settings” link.

12. Rules for using the Platform

12.1. The user may not: use the Platform contrary to the law or these terms; enter another person’s or false data; attempt unauthorised access to Kafeterija’s systems or other users’ accounts; use automated tools to scrape content or place mass orders; interfere with the operation of the Platform.

12.2. Kafeterija strives to keep the Platform available at all times, but may temporarily restrict access for maintenance, security or repairs. It informs users in advance, where possible, of planned maintenance that affects the Subscribe subscription.

13. Liability

13.1. Kafeterija is liable for damage in accordance with the law. These terms do not exclude or limit Kafeterija’s liability towards consumers. Towards business customers, Kafeterija is not liable for loss of profit or indirect damage, unless the damage was caused intentionally or by gross negligence.

13.2. Kafeterija is not liable for the content of third-party websites linked from the Platform.

14. Intellectual property

14.1. The Kafeterija trademarks, name and logo, photographs, texts, design and other content of the Platform are protected by intellectual property regulations. Their use for commercial purposes without Kafeterija’s prior written consent is not permitted, except to the extent permitted by law.

15. Changes to the terms

15.1. Kafeterija may change these terms. Changes apply from publication, to future use of the Platform and future orders. Contracts already concluded remain subject to the version of the terms in force when they were concluded. Changes to the Subscribe terms follow the rules set out in those terms.

16. Out-of-court resolution of consumer disputes

16.1. A consumer who has first made a complaint or objection may start an out-of-court consumer dispute resolution procedure before a body on the list of the ministry responsible for consumer protection https://must.gov.rs. Kafeterija is obliged to take part in that procedure. The procedure is free of charge for the consumer.

17. Governing law

17.1. These terms and the contracts concluded under them are governed by the law of the Republic of Serbia. These terms do not change the statutory rules on court jurisdiction for disputes with consumers.