Terms of Use and Purchase

1. Seller details

The seller is INDEX HOUSE 021 DOO NOVI SAD, with its registered seat at Bulevar Mihajla Pupina 5, 21000 Novi Sad, Serbia. Tax ID (PIB): 105871702. Registration no.: 20479566. Contact: +381 64 554 0987.

2. Ordering

An order is created by selecting items and confirming on the checkout page. Before confirmation, the items, quantities, total price and fulfilment method (delivery or pickup) are shown.

• choose a restaurant and browse the menu;
• add the items you want to the cart and, if needed, pick extras and quantity;
• review the items and the total in your cart, then continue to payment;
• enter your contact details and delivery address (or choose pickup) and select a payment method (card or cash);
• confirm the order by tapping the order button.

We reserve the right to decline or cancel an order (for example, if an item is unavailable, the address is outside the delivery zone, or in case of an obvious pricing error), with a refund of any amount charged.

After an order is successfully placed, a confirmation page with the order number is shown, and you can track the order status live (and via notifications, if enabled).

3. Prices and currency

All prices are shown in Serbian dinars (RSD) and are valid at the time of ordering. Any delivery fee is shown separately before order confirmation.

4. Payment

Payment is possible by cash on pickup or delivery, and by payment card online:

• Visa, MasterCard, Maestro, DinaCard and American Express payment cards are accepted.
• Online card payments are enabled by the acquiring bank Banca Intesa a.d. Beograd and technically processed by the certified processor AllSecure, with mandatory 3-D Secure verification (Visa Secure / Mastercard Identity Check).
• Card data (number, expiry date and CVV) is entered directly on the processor's secure service and is never stored by or available to the seller.
• Charges are made in Serbian dinars (RSD), in accordance with the conversion statement below.
• If you choose to save a card, only a secure card token (card type, first six and last four digits) is stored with the processor AllSecure for faster future payments; you can delete a saved card at any time on your profile.

Protection of confidential transaction data: when card details are entered, confidential information is transmitted over the public network in protected (encrypted) form using the SSL protocol, applying state-of-the-art tokenization of sensitive data, in accordance with PCI-DSS standards.

Conversion statement: all payments will be made in the local currency of the Republic of Serbia, the dinar (RSD). The National Bank of Serbia middle exchange rate is used for informational display of prices in other currencies. The amount your payment card is charged will be expressed in your local currency, converted at the rate used by the card organizations, which cannot be known to us at the moment of the transaction. As a result of this conversion, a slight difference from the original price stated on our site is possible.

In case of a refund to a customer who previously paid with a payment card, partially or in full, and regardless of the reason for the return, the refund is made exclusively via the VISA, MasterCard, Maestro, DinaCard and American Express payment methods. Upon the merchant's request, the bank will refund the funds to the cardholder's account.

5. Delivery and pickup

You may pick up your order in person or have it delivered to an address within the delivery zone. The estimated delivery time shown during ordering is indicative.

The delivery fee, where charged, depends on the delivery zone and is shown separately before order confirmation; above a certain order value delivery may be free.

The estimated delivery time is not a guaranteed deadline and may vary due to traffic, weather or high order volume. In case of a significant delay we will contact you using the details you provided.

6. Order cancellation

You may cancel an order before its preparation has begun, by contacting the numbers listed on the site. Once preparation has started, cancellation may not be possible. Refunds are governed by the "Complaints and Refunds" document.

7. Complaints and refunds

You can submit a complaint immediately upon receiving your order: by phone (number in the Contact section), by email to +381 64 554 0987 (phone), or in person at the registered seat (Bulevar Mihajla Pupina 5, Novi Sad). We respond to a received complaint without delay, and no later than 8 days from receipt, and resolve it no later than 15 days from submission. If the complaint is justified, we offer a replacement, re-delivery or a refund; for orders paid by payment card, the refund is made exclusively to the card used for the payment.

The detailed complaint procedure, deadlines and refund rules are governed by the „Complaints and Refunds” document available on the site.

8. Personal data protection

The processing of personal data is governed by the Privacy Policy available on the site.

9. Changes to the terms

The seller reserves the right to amend these terms. The version published on the site at the time of ordering applies.

10. Governing law and jurisdiction

These terms are governed by the law of the Republic of Serbia. Any disputes are resolved amicably, failing which before the competent court in the Republic of Serbia.