TERMS OF USE

 

1. BASIC INFORMATION

• Address: Njegoševa BB, Vračar, Belgrade

• Business activity code: 4722

• Registration number: 61950974

• Tax ID (PIB): 105835724

• Website: www.mamadana.shop (hereinafter referred to as the “Website”)

• Contact phone: +381652274211

• Order e-mail: mesara@mamadana.shop

• By using the Website and accepting these Terms of Use and Sale, the customer agrees to be bound by them and any future amendments.

​

2. Product Characteristics

The products sold through the Website are fresh meat products that are packaged and stored in accordance with applicable hygiene, sanitary, and veterinary regulations.

Each product is described on the Website with the following basic information: name, type, packaging, weight (approximate, with possible deviations of ±20 grams), and price.

All products are vacuum-sealed immediately before shipment.

3. Purchasing Procedure

Purchases are made through the Website, where customers can select products, complete payment, and enter delivery information.

An order is considered valid once it has been confirmed by the seller via e-mail notification.

Orders are placed in advance for the following week and must be submitted no later than Sunday at 11:59 PM. After this deadline, orders are finalized and cannot be modified for that week.

Once an order has been submitted, it enters the order processing stage.

In the event of any uncertainties or issues related to an order, the seller will contact the customer without delay.

Ordered products are delivered exclusively according to the following schedule:

• Tuesday: 12:00 PM to 8:00 PM

• Wednesday: 9:00 AM to 8:00 PM

• Thursday: 9:00 AM to 8:00 PM

During checkout, customers may independently choose their preferred delivery day and time slot within the stated schedule (for example: Wednesday, 4:00 PM to 5:00 PM).

Delivery costs are borne by the customer in the amount specified on the Website.

4. Complaints Policy

Customers have the right to file a complaint regarding a purchased product only if the product does not conform to the order specification (for example: incorrect item, incorrect quantity, or visible defect).

Complaints must be submitted within 12 hours of receiving the order by completing the Complaint Form available on our Website and sending it, together with photographic evidence, to:

mesara@mamadana.shop

Upon receipt of the complaint, the seller will respond as soon as possible, indicating whether the complaint has been accepted or rejected.

If the complaint is accepted, the customer is entitled to:

• Replace the product with the same product in proper condition (if available);

• Replace it with another product of the same or higher price category (with an additional payment if applicable);

• Receive a refund if replacement is not possible.

Product exchanges are carried out at the retail premises of Mama Dana Butcher Shop, Njegoševa BB, Kalenić Market, Vračar, Belgrade, during regular business hours, once the complaint has been determined to be justified, or otherwise in accordance with an agreement between the customer and the seller.

A refund is available when replacement is not possible. Refunds will be made to the customer's account used for payment of the order.

Important Notes

Complaints related to transportation damage or delivery issues (such as delays or non-delivery) must be submitted directly through Wolt Customer Support, as deliveries are carried out via the Wolt platform.

Customers are required to visually inspect the package immediately upon receipt and report any visible damage as soon as possible.

Complaints will only be accepted if the product is unopened, unused, and stored under conditions that do not compromise its quality, including compliance with the storage instructions provided with the package and the nature of the goods (fresh meat).

5. Payment Method

Payment can only be made electronically using payment cards (Visa, Mastercard, or Dina).

Card payments are processed through secure payment processor pages. At no time are card details available to the Seller.

When an order is placed, the customer's funds are authorized (reserved) on their account.

After delivery, based on the exact measured weight of the delivered meat, the final amount to be charged is determined. Due to the nature of the products, minor variations in weight may occur.

The customer is charged the final amount corresponding to the actual quantity delivered, while any difference between the authorized amount and the final charge is released by the bank.

The Seller has no influence over the timeframe for releasing authorized funds. Depending on the bank's policy, funds may be released several days after delivery.

6. Protection of User Privacy

The Seller is committed to protecting the privacy of all users.

Only the information necessary for order fulfillment and communication is collected.

Data is stored in accordance with applicable laws and will not be shared with third parties unless required by law or necessary for the delivery process (for example, a courier service).

7. Protection of Confidential Transaction Data

Payment security is ensured through the use of SSL encryption and secure payment processing systems.

The Seller does not have access to customers' card information.

8. Refunds

In the event that a refund is approved, it will be processed exclusively through the payment method used for the order (Visa, Mastercard, or Dina) or by another method agreed upon between the customer and the seller.

All prices displayed on the Website include VAT.

9. Contact Information

E-mail: mesara@mamadana.shop