Your rights as a customer
A clear procedure for filing complaints, resolution deadlines and your rights under the Consumer Protection Act of the Republic of Serbia.
Complaints are submitted in writing — via the ticket system from the customer panel, by email to support@beohosting.com or by post to BeoHosting Group d.o.o., Požeška 12a, 11000 Belgrade. Please include: first and last name (or company name), account number, a short description of the complaint and the request (refund, service correction, plan change).
We issue a written acknowledgment of receipt within 24 hours of receiving the request. The acknowledgment includes the complaint number and the response deadline.
Within at most 8 days of receiving the complaint, we send you a written response — whether we have accepted, partially accepted or rejected the complaint, with an explanation and a proposed solution.
An accepted complaint is resolved as soon as possible, and no later than 15 days from submission. Refunds are issued via the same payment method within 14 business days of complaint acceptance.
The complaints procedure is carried out in compliance with the Consumer Protection Act of the Republic of Serbia ("Official Gazette RS", No. 88/2021), the Electronic Commerce Act and the BeoHosting Terms of Service. This document applies to all users who are natural persons (consumers). Legal entities have rights arising from the Obligations Act and the concluded contract.
You can submit a complaint in the following cases: • The service was not provided in accordance with the contract or description on the website. • The service is not working or is not functioning as described (e.g. significant server outages outside planned maintenance). • Billing error (incorrect amount, double charge, charge after service cancellation). • Unauthorised card charge. • Other situations provided for by law.
Independently of the right to lodge a complaint, BeoHosting offers a 30-day money-back guarantee from service activation, without justification, for: • Shared hosting plans (START, STANDARD, ULTIMATE) • WordPress hosting plans (WP LITE, WP STANDARD, WP PRO) • Business hosting plans (BIZ PRO, BIZ PRO MAX) • Reseller hosting plans • Email hosting plans The guarantee does not apply to: • Domain registration and transfer (legal registry fee). • Dedicated servers and VPS servers paid monthly (pro-rata refund is possible). • SSL certificates (commercial, after issuance). • Additional services (backup storage, additional IP, paid migrations). A refund request within the 30-day guarantee is submitted via the ticket system with a short explanation (does not have to be detailed).
A consumer (natural person) has the right to withdraw from a contract concluded remotely within 14 days from the date of the contract, without stating a reason. The withdrawal statement is submitted in writing (ticket, email, post). We issue refunds within 14 days of receiving the withdrawal statement, via the same payment method. Exception: a consumer has no right of withdrawal if the service has already been fully performed with their explicit consent and confirmation that they understand they thereby lose the right of withdrawal (e.g. a domain registration that has already been completed with the registry).
We issue refunds via the same payment method you used: • Payment card — refund to the same card within 14 business days (the bank may take 3-5 days more). • Bank transfer — refund to the dinar current account from which the payment was made. • PayPal — refund to the PayPal account. If a refund via the same method is not technically possible, an alternative will be agreed with you.
• Acknowledgment of complaint receipt: within 24 hours of receipt. • Written response to the complaint: no later than 8 days from receipt. • Resolution of an accepted complaint: no later than 15 days from submission. • Refund: 14 business days from complaint acceptance. • Exceptionally, when the service is large or complex, the deadline may be extended by another 15 days with your written consent.
If you are not satisfied with the resolution of the complaint, you have the right to: • File a complaint with the Ministry of Trade, Tourism and Telecommunications of the Republic of Serbia (Consumer Protection Sector). • Out-of-court dispute resolution via bodies for out-of-court consumer dispute resolution listed in the Ministry's registry. • Initiate court proceedings before the competent court in Belgrade. We recommend that, before court proceedings, you contact our support, as we resolve the majority of disputes directly and in the customer's favour.
Contact us directly — our team responds in under 30 minutes on average.
Last modified: 23.04.2026.
