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Website Service Terms & Conditions

General conditions of service provision

The sale of goods through our PTA Solutions online store is carried out as part of the registered activity of the company PTA Solutions doo, street: Olga Petrov 36, Registration number 21530395

The service sold through the website contains the elements described on the page

The selling price of the service is indicated with each package, and the possibility of purchasing with special price benefits or with special sales incentives (promotional sales) is carried out in accordance with the conditions published on;

We strive to be as precise as possible in the description of services and products, the display of images and the prices themselves, but we cannot guarantee that all information is complete and error-free. Images do not have to be 100% identical to the products. All items displayed on the site are part of our offer and do not imply that they are available at all times.

Order confirmation

After ordering, you will be informed about the status of your order via the email you provided during the ordering process. The order is accepted by the company PTA Solutions only after we send you a confirmation of its acceptance by email.

Delivery time

The order delivery period is defined for each service, but the usual deadline is 7 working days.

Delivery delay

In case of delivery delay, without prior explanation from the seller, the buyer has the right to cancel the purchase, in which case all money will be returned.

Enabled payment methods

Payment for products on our online store can be made in one of the following ways: with payment cards – VISA, Maestro or MasterCard that support payment via the Internet. Card payments are made in cooperation with AllSecure doo and Unicredit Banka and are done in a safe and certified way through the AllSecure Paymet Gateway, by simply entering data from the payment card.

After entering the card details and confirming the payment, the bank authorizes the transaction and thus the order is approved and enters the further process of preparation for delivery. The amount will be reserved on your card (account) and will not be available for any other purpose.

The transaction will be completed and the amount deducted from your account only when the services have been completed or the products have been prepared for transport and handed over to the courier service. In case the payment is not completed, that is, the amount is not removed from the account within 14 days from the acceptance of your order, the order will be canceled and deleted. After the expiration of the 14-day period, the money reserved in your account is released and will be available to you again. After that, you 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 payment via the Internet.

Data protection during payment

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol, using the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. Payment card information is never available to the merchant.

3D Secure protection for all merchants and customers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using the AllSecure Payment Gateway are automatically included in the 3D-Secure protection, guaranteeing customers the security of their purchases. Customers’ payment card numbers are not stored on the merchant’s system, and the registration itself is protected by SSL data encryption.

PCI DSS Standards – AllSecure Payment Gateway constantly complies with all requirements of card organizations in order to increase the security level of merchants and customers. From 2005 to today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. PCI Data Security Standard (PCI-DSS) is a norm that defines the necessary security measures for processing, storing and transmitting sensitive card data. PCI Standards protect sensitive data about the card user during the entire payment process: from the moment of data entry at the merchant’s point of sale, during communications between the merchant and relevant banks and card organizations, as well as the subsequent storage of such data.


In the case of a refund to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the refund, this refund is made exclusively via the same VISA, Maestro or MasterCard card that was used for payment. This means that our bank will refund the funds to the cardholder’s account at our request.

Conversion statement

“Please note that all payments will be effected in the Serbian currency – dinar (RSD). If the payment is done using foreign issuers payment cards, total amount of transaction will be converted into bank settlement currency, according to the current exchange rate of the Serbian National Bank. Once when transaction is settled the already converted amount will be 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.”


Complaint procedure

If you want to start the complaint process, you need to contact us at in order to send you this Request.

The company PTA Solutions does not assume any responsibility for customer errors, wrongly purchased products, information for the Tour guide or any other errors related to your actions when purchasing on the Website. If you have irregularities in the operation when purchasing a product on the website or you have not received the purchased product, please contact customer service and we will do our best to eliminate the irregularities so that you receive the ordered service/product.

The right to a refund or exchange of goods

In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product/service, for all non-customized and non-localized products and services. The amount is returned to the customer upon receipt of the product, and after it is determined that the product is returned undamaged and correct.

Right to withdraw

The law for the case of distance sales establishes the right of the buyer, who is considered a consumer (a natural person who buys a product to satisfy his individual needs, and not to perform professional activities), to withdraw from the contract within 14 days from the day the service/ product submitted, for all non-customized and non-localized products and services.

When canceling, the customer may or may not state the reasons for canceling. The form/Declaration of withdrawal from the contract produces legal effect from the day it is sent to the merchant. In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The price is returned to the customer upon receipt of the product, and after it is determined that the product is undamaged and correct. The buyer is obliged to return the product without delay, and no later than within 14 days from the day he sent the cancellation form. After the expiration of 14 days from the day he sent the cancellation, the product can no longer be returned. When returning goods, it is mandatory to return them in a correct and unused condition and in the original, undamaged packaging, and the original fiscal receipt must be attached. Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for malfunctioning or damage to the product that is the result of inadequate handling of the product, i.e. the buyer is solely responsible for the reduced value of the product that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that the product is defective or damaged due to the buyer’s fault, the price refund will be refused and the product will be returned to him at his expense. The merchant is obliged to return to the consumer the amount paid by the consumer under the contract without delay, and no later than within 14 days from the day of receipt of the declaration of withdrawal, and after receipt of the product.

Costs of returning goods and money

The costs of fraud of goods and money are borne by the buyer, except in cases where the buyer receives a defective or wrong item.

Opšti uslovi pružanja usluga

Prodaja robe putem naše online prodavnice Pet Travel Advisor se obavlja u okviru registrovane delatnosti privrednog društva PTA Solutions doo, ulica: Olge Petrov 36, matični broj 21530395

Usluga koja se prodaje putem Web sajta sadrži elemente opisane na stranici

Prodajna cena usluge je naznačena uz svaki paket, a mogućnost kupovine uz posebne cenovne pogodnosti ili uz posebne prodajne podsticaje (akcijska prodaja), obavlja u skladu sa uslovima koji su objavljeni na;

Nastojimo da budemo što precizniji u opisu usluga i proizvoda, prikazu slika i samih cena, ali ne možemo garantovati da su sve informacije kompletne i bez grešaka. Slike ne moraju biti 100% identične proizvodima. Svi artikli prikazani na sajtu su deo naše ponude i ne podrazumeva da su dostupni u svakom trenutku.

Potvrda porudžbine

Nakon poručivanja, bićete obavešteni o statusu Vaše porudžbine putem email-a koji ste naveli tokom procesa poručivanja. Porudžbina je prihvaćena od strane preduzeća PTA Solutions tek nakon što Vam emailom pošaljemo potvrdu o prihvatanju iste.

Rok isporuke

Period isporuke porudžbine je definisan za svaku uslugu, ali je uobičajeni rok 7 radnih dana.

Kašnjenje isporuke

U slučaju kašnjenja isporuke, bez prethodnog obrazloženja od strane prodavca, kupac ima pravo da odustane od kupovine, i u tom slučaju će sav novac biti vraćen.

Omogućeni načini plaćanja

Plaćanje proizvoda na našoj internet prodavnici je moguće izvršiti na jedan od sledećih načina: platnim karticama – VISA, Maestro ili MasterCard koje podržavaju plaćanje preko Interneta. Plaćanje karticama je realizovano u saradnji sa AllSecure doo i Unicredit Banka i obavlja se na bezbedan i sertifikovan način preko AllSecure Paymet Gateway-a, jednostavnim unosom podataka sa platne kartice.

Nakon što se unesu podaci o kartici i potvrdi plaćanje, banka autorizuje transakciju i time je porudžbina odobrena i ulazi u dalji proces pripreme za isporuku. Iznos će biti rezervisan na vašoj kartici (računu) i neće Vam biti raspoloživ za drugu namenu.

Transakacija će biti kompletirana i iznos skinut sa vašeg računa tek kada su usluge realizovane ili proizvodi pripremljeni za transport i predati kurirskoj službi. U slučaju da se plaćanje ne kompletira, odnosno iznos se ne skine sa računa do isteka 14 dana od prihvatanja Vaše porudžbine, ta porudžbenica će biti otkazana i izbrisana. Nakon isteka roka od 14 dana, novac rezervisane na Vašem računu se oslobadjaju i biće Vam ponovo na raspolaganju. Nakon toga možete ponoviti istu ili novu porudžbinu, i izvršiti plaćanje vezano za njih.

Proverite kod banke koja je karticu izdala da li Vaša kartica podržava plaćanje preko Interneta.

Zaštita podataka prilikom plaćanja

Prilikom unošenja podataka o platnoj kartici, poverljive informacije se prenose putem javne mreže u zaštićenoj (kriptovanoj) formi upotrebom SSL protokola, primenom najsavremenijih metoda tokenizacije osetljivih podataka, i u skladu sa PCI-DSS standardima. Niti jednog trenutka podaci o platnoj kartici nisu dostupni trgovcu.

3D Secure zaštita za sve trgovce i kupce – AllSecure Payment Gateway koristi najviše globalne standarde zaštite i privatnosti podataka. Svi trgovci koji koriste AllSecure Payment Gateway su automatski uključeni u 3D-Secure zaštitu, čime se kupcima garantuje bezbednost kupovine. Brojevi platnih kartica kupaca se ne čuvaju na sistemu trgovca a sami upis se štiti SSL enkripcijom podataka.

PCI DSS Standardi – AllSecure Payment Gateway se konstantno usaglašava sa svim zahtevima kartičarskih organizacija u cilju povećanja nivoa bezbednosti trgovaca i kupaca. Od 2005 godine do danas, bez prekida, sistem je sertifikovan kao PCI-DSS Level 1 što predstavlja najviši standard u industriji. PCI Data Security Standard (PCI-DSS) je norma koja definiše neophodne mere bezbednosti pri obradi, čuvanju i prenošenju osetljivih kartičarskih podataka. PCI Standardima se štite osetljivi podaci o korisniku kartice tokom celog procesa plaćanja: od momenta unosa podataka na prodajnom mestu trgovca, tokom komunikacija između trgovca i relevantnih banaka i kartičarskih organizacija, kao i kasnije čuvanje tih podataka.

Povraćaj sredstava

U slučaju povraćaja sredstava kupcu koji je predhodno platio nekom od platnih kartica, delimično ili u celosti, a bez obzira na razlog vraćanja, taj povraćaj se vrši isključivo preko iste VISA, Maestro ili MasterCard kartice koja je korištena za plaćanje. Ovo znači da će naša banka na naš zahtev obaviti povraćaj sredstava na račun korisnika kartice.

Izjava o konverziji plaćanja 

„Izjava o konverzijama – Sva plaćanja će biti obavljenima u dinarima (RSD). Ukoliko se plaća platnim karticama inostranih Banaka izdavalaca, dinarski iznos transakcije će biti konvertovan u settlement valutu Banke (EUR) prema kursu Narodne Banke Srbije. Pri zaduživanju Vase platne kartice, već konvertovan iznos će se konvertovati u Vasu lokalnu valutu, prema kursu koji primenjuju operatori platnih kartica.”

Postupak reklamacije


Ukoliko želite da započnete proces reklamacije, potrebno je da nam se obratite na email kako bi Vam poslali ovaj Zahtev.

Preduzeće PTA Solutions ne preuzima nikakvu odgovornost za greške kupaca, proizvode pogrešno kupljene, podatke za Tour guide ili bilo koje druge greške koje se odnose na Vaše postupke prilikom kupovine na Web sajtu. Ukoliko imate nepravilnosti u radu prilikom kupovine proizvoda na Web sajtu ili niste dobili kupljeni proizvod, molimo Vas da kontaktirate korisnički servis i mi ćemo se potruditi da otklonimo nepravilnosti kako biste dobili naručenu uslugu/ proizvod.

Pravo na povraćaj novca ili zamenu robe

U slučaju odustanka od ugovora, potrošač ima pravo na povraćaj novca ili na zamenu za drugi proizvod/uslugu, za sve neprilagodjene i ne lokalizovane proizvode i usluge. Iznos se kupcu vraća po prijemu proizvoda, i nakon što se utvrdi da je proizvod vraćen neoštećen i ispravan.

Pravo na odustajanje

Zakon za slučaj prodaje na daljinu ustanovljava pravo kupca, koji se smatra potrošačem (fizičko lice koje proizvod kupuje radi namirenja svojih individualnih potreba, a ne radi obavljanja profesionalne delatnosti), da odustane od ugovora u roku od 14 dana od dana kada mu je usluga/proizvod predat, za sve neprilagodjene i ne lokalizovane proizvode i usluge.

Prilikom otkazivanja, kupac može ili ne mora navesti razloge za otkazivanje. Obrazac/Izjava o povlačenju iz ugovora proizvodi pravno dejstvo od dana kada je poslata trgovcu. U slučaju odustajanja od ugovora, potrošač ima pravo na povraćaj novca ili zamenu za drugi proizvod. Cena se vraća kupcu po prijemu proizvoda, a nakon što se utvrdi da je proizvod neoštećen i ispravan. Kupac je dužan da vrati proizvod bez odlaganja, a najkasnije u roku od 14 dana od dana kada je poslao obrazac za otkazivanje. Nakon isteka 14 dana od dana kada je poslao otkazivanje, proizvod se više ne može vratiti. Prilikom vraćanja robe obavezno je vratiti je u ispravnom i nekorišćenom stanju iu originalnom, neoštećenom pakovanju, a priložiti originalni fiskalni račun. Po prijemu proizvoda biće utvrđeno da li je proizvod ispravan i neoštećen. Kupac je odgovoran za kvar ili oštećenje proizvoda koje je rezultat neadekvatnog rukovanja proizvodom, odnosno kupac je isključivo odgovoran za smanjenu vrednost proizvoda koja nastane usled rukovanja robom na način koji nije adekvatan, odnosno prevazilazi ono što je neophodno za utvrđivanje njegove prirode, karakteristika i funkcionalnosti. Ukoliko se utvrdi da je proizvod neispravan ili oštećen krivicom kupca, povraćaj cene će biti odbijen i proizvod će mu biti vraćen o njegovom trošku. Prodavac je dužan da bez odlaganja, a najkasnije u roku od 14 dana od dana prijema izjave o odustanku, a po prijemu proizvoda, vrati potrošaču iznos koji je potrošač platio po ugovoru.

Troškovi vraćanja robe i novca

Troškove prevare robe i novca snosi kupac, osim u slučajevima kada kupac dobije neispravnu ili pogrešnu stvar.v

Instructions for purchase

You can order all the services/products that we have displayed on our online store, in a very quick and simple way.

On the page  you can see the currently available services.

When you decide on a service, click on submit, and then put it in the basket. When you do that, a new window will appear in the upper part of the screen that offers you the possibility to see the items in the basket, as well as the possibility to go directly to the checkout.

If you have completed the product selection process, click on the “SUBMIT” option to open a new field where you should enter information about yourself and your address. 

The next thing you need to do is to check the purchase order, that is, to determine whether you have ordered all the things you wanted. If all the data is correct, you go to confirm the order.


On the data entry page, it is necessary to:

  • fill in all necessary data;
  • check the box: “I have read and agree to the website terms and conditions
  • submit

To make a payment, you need to enter the following information:

  • card number;
  • card holder
  • card expiration date;
  • CVV code (or card verification number) – this is the number that usually appears on the back of the card, after the card number (the complete number may be displayed) cards with 16 digits or only the last 4 digits) there is a special code that usually consists of 3 digits (some cards also have 4 digits), and that 3-digit number is your cvv card number. You may be asked to enter the type (brand) of the card.


In the next step, you will see a purchase confirmation that you can print or simply record the transaction data – information about the transaction status (whether the transaction was successful or not), the order ID number – the ID number of each order is unique, date, the amount you paid and the currency in which the transaction was made, the last 4 digits of the card with which you made the payment and the type or brand of the card, the bank’s authorization code – a number unique to each successful card transaction, and the date and time when the transaction was made.

This step completes the online purchase process. After that, you will be informed about the status of your order via email. The order is accepted by the merchant only after we send you a confirmation of acceptance by email. The goods you ordered will arrive to you within the time specified on the confirmation.

If you have any problems during the ordering process, our customer service is always at your disposal at


All prices at the time of payment are expressed and made in Serbian dinars (RSD), while on the Pricing page, the packages are shown in equivalent values in euros for easier calculation.

The amount for which your account will be debited is obtained by converting your currency into RSD according to the exchange rate of the National Bank of Serbia. When debiting your card, the amount indicated on payout page is converted into your local currency according to the exchange rate applied by credit card operators. Due to the aforementioned conversions, it is possible that there may be a small difference in the price charged, compared to the price shown on the pricing page and payout page.

Payment by card can only be made by the owner of the payment card.

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and PKI system.

Data security during purchases is guaranteed by payment card processors, Allsecure doo Beograd – UniCredit Bank ad, so the entire payment process is performed on the bank’s website. The data on your payment card is not available to PTA Solutions.


Individual Tour Guide can be canceled in 24 hours from the moment of order, and full refund will be given.

Subscription can be canceled in 14 days.

For additional questions, contact PTA Solutions customer support:

PTA Solutions Ltd.

Olge Petrov 36, 21000 Novi Sad, Serbia

Phone: +381 69 5506603

We wish you a pleasant and safe shopping!

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