Refund Policy

1. Operator and relationship to the Terms

1.1. The Platform is operated by Zoran Vasilev, a natural person, with address Kliment Ohridski 242/1/27, 2400 Strumica, e-mail support@najdiprevoz.mk (hereinafter: the “Operator”).

1.2. This Policy is a separate part of the Terms of Use and applies together with them. For payments, tokens and paid services, this Policy prevails. Mandatory consumer-protection regulations always prevail over both.

2. Tokens and payment through AgentaOS

2.1. Tokens are an internal digital credit for the paid features of the Platform. They are not money, electronic money, a deposit or an investment, and they cannot be paid out, transferred or resold. The types of tokens, the order in which they are spent and their expiry periods are set out in Article 5 of the Terms.

2.2. Purchased tokens do not expire. If the Operator permanently discontinues the Platform, it will endeavour to publish a notice at least 30 days in advance, during which the User may use them. Tokens on an account closed for a justified breach of the Platform’s rules are cancelled.

2.3. Payments for tokens and paid services are processed by AgentaOS (Aristokrates OÜ, Estonia) as Merchant of Record. The purchase agreement is concluded with AgentaOS, not with the Operator. The Operator is not the seller of the tokens and does not issue invoices for those transactions.

2.4. AgentaOS handles the collection of payment, the issuing of invoices and confirmations, and the calculation and remittance of VAT on the sale, as well as the processing of refunds, chargebacks and payment disputes, under its own terms and the rules of the payment systems. If AgentaOS approves a refund, it is made in full. Tax is calculated at checkout according to the buyer’s location and shown on the invoice.

2.5. Payment is made in euros (EUR). Currency conversion and fees of the bank or card issuer are borne by the User. After collection, AgentaOS transfers to the Operator the net amount after deducting its fee.

2.6. Purchases through the App Store or Google Play are also subject to the terms of the relevant store. For the part of a transaction that belongs to AgentaOS, its terms prevail over this Policy.

2.7. Tokens credited by mistake, because of a technical fault or by fraud may be cancelled.

3. Refunds

3.1. The Operator does not refund payments because of a change of mind, a mistaken or excessive purchase, unused tokens, dissatisfaction with results or a breach of the rules.

3.2. A service that has already been delivered (for example, a promotion that was displayed) is not refunded.

3.3. Refunds are processed by AgentaOS, or by the App Store or Google Play (Article 2). The request is submitted there, with the transaction details (date, amount, e-mail).

3.4. This does not exclude the consumer’s mandatory rights, including the right to have a defect remedied, a price reduction or a refund where the service was not delivered as described.

4. Withdrawal from the contract

4.1. Where the law grants a right of withdrawal from a distance contract, a User who is a consumer may exercise it within the statutory period.

4.2. For digital tokens and services, at the time of payment the User may expressly request that delivery begin immediately and confirm that, where the law permits, they thereby lose the right of withdrawal. This consent is given separately, before payment, and is recorded by the seller.

5. Technical interruptions

5.1. If an interruption of systems under the Operator’s control makes a paid promotion impossible, the Operator, upon a justified request, extends the service or grants free tokens, in proportion to the duration of the interruption and the affected part. The decision is made on the basis of technical logs.

5.2. No compensation is due where the problem results from:

• an error or incorrect setup of the listing by the User, or a removed listing;
• the internet, a device or an external system (hosting, payment system, App Store, Google Play);
• scheduled maintenance, force majeure or an attack on the system (for example, DDoS).

5.3. The request must be submitted within 30 days of the event to support@najdiprevoz.mk. Compensation is in tokens, not money, unless a law requires otherwise.

6. No guarantee of results

A paid promotion is a technical-positioning and increased-visibility service. The Operator does not guarantee views, contacts, passengers, sales, revenue, any particular position or uninterrupted availability of the Platform.

7. Abuse and chargebacks

7.1. In the event of fraud, use of another person’s payment means or a breach of the rules, the Operator may block the tokens and the account, without a refund.

7.2. If a User initiates a chargeback or payment dispute without first contacting the Operator, the Operator may suspend the account, block the tokens until the dispute is resolved and submit evidence to AgentaOS and the payment institutions.

8. Limitation of liability

8.1. To the extent permitted by law, the Operator’s liability for a paid service is limited to the amount the User paid for that service in the last 12 months and does not cover lost profit, lost business opportunities or other indirect damages.

8.2. The limitation does not apply to intent, gross negligence, injury to life or health, and in other cases where the law prohibits it.

9. Complaints and changes

9.1. Complaints are sent to support@najdiprevoz.mk, and the Operator replies within 15 days.

9.2. The Operator may amend this Policy. The new version is published on this page with a date and applies to future purchases.