Consumer Rights & Complaints

PERSPEKTIVA is a trading brand of TOMISLAV GAVRIĆ PR KONSULTANTSKE DELATNOSTI U OBLASTI INFORMACIONE TEHNOLOGIJE PERSPEKTIVA-KONSALTING NIŠ (PALILULA), an entrepreneur (preduzetnik) registered in the Republic of Serbia. Registration number (matični broj) 68241251, tax identification number (PIB) 115280319, registered address Tanasija Mihajlovića-Španca 54, Niš – Palilula, Serbia. Contact: hello@perspektivagroup.com.

As a consumer you may lodge a complaint (reklamacija) about a service you purchased — its conformity with what was agreed, a defect in delivery, an incorrect charge, or the content of an invoice.

Complaints can be lodged through the complaint form on this page or by email to hello@perspektivagroup.com. State your order reference where you have one, and describe what you believe is wrong. There is no fee, no special format is required, and lodging a complaint never affects how you are treated as a customer.

We confirm receipt of your complaint without delay and record it in our complaint register with a reference you can quote. The register entry holds your name, the date received, the service or order concerned, a short description, the remedy you asked for, our answer and its date, and how and when the matter was resolved. Complaint records are kept for at least two years from submission, as the law requires.

We answer every complaint without delay and no later than 8 days from receipt, stating whether it is accepted, how we propose to resolve it, and the timeframe. For the kinds of services we provide, an accepted complaint is resolved within 15 days of the day it was lodged, unless you agree otherwise in writing.

Where we propose a resolution, you are free to accept or decline it — your response is recorded, and nothing is treated as agreed without you. If a legally permitted extension of the resolution period becomes necessary, we record the reason, tell you, and obtain your consent where the law requires it.

A complaint is tracked through the statuses: received, in review, answered, resolved, and rejected. Sending you an answer does not by itself close a complaint — it is closed when the matter is actually resolved. The status is available to you on request.

If you are not satisfied with our answer, you may pursue out-of-court resolution of the consumer dispute through the mechanism established under the Law on Consumer Protection, submit a complaint to the competent market inspection authority, or bring the matter before the competent court in the Republic of Serbia.

We participate in out-of-court consumer dispute resolution where the law so provides.

A complaint about a card charge can always be raised with us first — most charge issues are resolved fastest by the merchant. You additionally hold whatever chargeback rights your card issuer provides; using them is your choice and never penalised.