Program NekPolitika povraćaja sredstava
Uslovi uplate, pravila otkaza pretplate i postupak u slučaju osporavanja transakcija za Program Nek.
Verzija 1.5 · ažurirano: 20. septembar 2026.
1. Primena i uslovi prava na povraćaj
Uslugu Program Nek pruža Maksim Malbaša isključivo za profesionalne agencije za nekretnine i privredne subjekte (B2B). Ova politika povraćaja sredstava uređuje pravila plaćanja uz Uslove korišćenja; ne umanjuje prava iz prihvaćene porudžbine ili obaveznih zakonskih propisa. Kao komercijalna B2B platforma, uplate pretplate, naknade za alokaciju serverskih resursa i automatske obnove po pravilu su konačne i nepovratne od momenta potvrde transakcije.
Trenutno digitalno izvršenje. Program Nek je namenska cloud usluga čija tehnička alokacija — uključujući podizanje izolovane baze podataka, namensko skladište i izdavanje pristupnih tokena — započinje odmah po evidentiranju uplate. Plaćanjem pretplate Korisnik izričito zahteva i prihvata da digitalno izvršenje usluge započne odmah, pri čemu potvrđuje da se zakonsko pravo na odustanak od ugovora bez naknade, u meri u kojoj bi bilo primenljivo, gasi početkom izvršenja usluge u skladu sa merodavnim propisima.
Prema Paddle pravilima o povraćaju, zahtev za diskrecioni povraćaj podnosi se u roku od 14 dana od uplate, uključujući automatsku obnovu. Zahtev se pojedinačno razmatra od strane Paddle-a; ovaj rok nije automatska garancija povraćaja. Pružalac zadržava pravo da pred Paddle-om argumentovano ospori zahteve za koje je usluga uredno pružena i stavljena na raspolaganje. Primenljiva zakonska prava ostaju zaštićena i mogu imati druge rokove.
Iznos dobrovoljnog povraćaja. Osim kada obavezni propisi, primenljivi Paddle uslovi ili prihvaćena porudžbina nalažu drugačije, ukupan povraćaj koji Pružalac dobrovoljno odobri za konkretnu uplatu ograničen je na neto iznos te uplate koji je Pružalac stvarno primio. Iz obračuna su isključeni PDV, GST i drugi porezi na promet koje naplaćuje Paddle, Paddle provizije i naknade za obradu plaćanja, kao i drugi iznosi koje Paddle zadržava i nije isplatio Pružaocu. Pružalac tim sredstvima ne raspolaže. Samo podnošenje zahteva ne znači da je povraćaj odobren.
Paddle povraćaji i obavezna prava. Paddle kao prodavac u transakciji (Merchant of Record) odlučuje o zahtevima podnetim preko njegovog postupka i obrađuje povraćaje prema svojim uslovima za kupce i pravilima o povraćaju; može odobriti pun ili delimičan povraćaj ili odbiti diskrecioni zahtev. Pravilo o neto iznosu za dobrovoljne povraćaje Pružaoca ne ograničava Paddle odluku niti povraćaj koji je obavezan po zakonu, primenljivim Paddle uslovima ili prihvaćenoj porudžbini, uključujući pripadajuće poreze. To što sredstva nisu isplaćena Pružaocu ne umanjuje ta prava. Zahtevi za ispravku poreskog obračuna ili povraćaj poreza podnose se Paddle podršci; Program Nek podrška može pomoći oko zahteva.
2. Kako poslati zahtev i neosnovani razlozi
Neosnovani razlozi za povraćaj. Polazeći od B2B prirode platforme i fiksnih serverskih troškova, sledeći razlozi se ne smatraju opravdanim osnovom za povraćaj sredstava:
- Propuštanje otkazivanja pre obnove: Korisnik je samostalno dužan da prati kalendar obnove svoje pretplate. Zahtevi zasnovani na zaboravljenom otkazivanju se ne prihvataju.
- Nekorišćenje softvera: Pretplata obezbeđuje stalnu dostupnost infrastrukture, kapacitet baze podataka i licencna prava za agenciju. Naknada se plaća za raspoloživost servisa, a ne prema frekvenciji prijava članova tima.
- Promena internih okolnosti agencije: Smanjenje obima posla, prekid rada agencije, odlazak zaposlenih posrednika ili promena poslovne strategije predstavljaju interni poslovni rizik Korisnika.
- Rešivi tehnički problemi: Privremeni prekidi ili tehnički nedostaci rešavaju se kroz tehničku podršku i softverske ispravke, a ne automatskim storniranjem uplate, osim u meri propisanoj zakonom i Paddle uslovima.
Postupak podnošenja zahteva kod opravdane greške:
- Otvorite paddle.net i izaberite opciju za zahtev za povraćaj.
- Pripremite podatke o kupovini navedene ispod i jasno naznačite da tražite povraćaj. Ako želite i da zaustavite naredne naplate, navedite da tražite otkazivanje obnove.
- Sačuvajte potvrdu zahteva i prepisku radi praćenja. Ako zapnete na bilo kom koraku, pišite na [email protected].
Navedite e-adresu korišćenu pri kupovini, broj transakcije ili računa, datum i iznos i kratak opis zahteva. Za tehnički problem navedite funkciju i vreme problema. Ne šaljite lozinke, pune brojeve kartica ili podatke klijenata agencije. Ako nemate broj transakcije, javite se sa dostupnim podacima.
Ako usluga nije dostupna, ne radi kako je opisana ili sumnjate na duplu naplatu, opišite problem našoj podršci kako bismo pomogli da se utvrde činjenice i odgovarajuće rešenje. Ako problem ostane nerešen, prosledite Paddle podršci opis i prethodnu prepisku. Ne čekajte završetak tehničke podrške ako bi time istekao rok za podnošenje zahteva.
3. Otkazivanje i pristup
Dejstvo otkaza za buduće periode. Otkazivanje buduće obnove i povraćaj već plaćenog iznosa su odvojeni zahtevi. Otkazivanje pretplate sprečava naplatu narednog meseca, ali ne stvara pravo na srazmeran (pro-rata) ili delimičan povraćaj za neiskorišćeni deo tekućeg plaćenog meseca. Obnovu otkažite preko veze u Paddle potvrdi kupovine ili Paddle podrške pre naredne naplate. Pristup traje do kraja važećeg plaćenog perioda.
Prestanak pristupa kod odobrenog povraćaja. Paddle pravila i uslovi poslovanja predviđaju momentalni prestanak pristupa platformi Program Nek za radni prostor agencije kojoj je odobren povraćaj sredstava.
Izvoz podataka i zakonska evidencija. Izvoz i čuvanje podataka uređeni su Uslovima korišćenja i Politikom privatnosti. Pre prestanka pristupa ili otkazivanja pretplate preuzmite potrebne izvoze podataka. Pružalac ne skladišti baze podataka besplatno nakon prestanka ugovora, pri čemu se zakonski obavezne evidencije (poput AML i EOP zapisa) tretiraju u skladu sa zakonskim obavezama čuvanja.
4. Obrada i kontakt
Paddle navodi obradu odobrenog povraćaja u roku od 14 dana, uz povraćaj na prvobitno sredstvo plaćanja kada je moguće. Prikaz na računu zavisi od banke i platnog sistema. Eventualne troškove međunarodne transakcije i kursne razlike snosi primalac uplate. Ako uplata ne stigne u naznačenom roku, javite se Paddle podršci sa potvrdom povraćaja.
Kontakt za uslugu: Maksim Malbaša · [email protected]. Verzija 1.5 primenjuje se na nove porudžbine i obnove koje je prihvate. Za postojeće ugovore važe pravila obaveštavanja i pristanka iz odeljka 14 Uslova korišćenja; sama objava ne menja ranije nastala prava. Prethodne verzije dostupne su u arhivi pravnih dokumenata.
5. Chargeback i sporovi u vezi sa plaćanjem
Obaveza prethodnog obraćanja podršci. Pre podnošenja zahteva za povraćaj preko banke ili izdavaoca kartice (chargeback), odnosno pokretanja formalnog spora kod pružaoca plaćanja, Korisnik je dužan da piše na [email protected] i navede broj transakcije, datum, iznos i razlog osporavanja, kako bismo pokušali da rešimo problem u dobroj veri. Možete kontaktirati i Paddle podršku. Pokretanje bankarskog spora bez prethodnog kontakta sa podrškom i bez opravdanog osnova smatra se nesavesnim poslovanjem. Ovaj zahtev ne uslovljava zakonsko pravo na osporavanje uplate i ne produžava rokove banke ili pružaoca plaćanja; ne čekajte odgovor ako bi rok istekao.
Obustava do okončanja spora. Uz poštovanje obaveznih propisa, primenljivih Paddle uslova i prihvaćene porudžbine, pristup platformi Program Nek za radni prostor povezan sa osporenom uplatom biće automatski obustavljen kada Pružalac primi obaveštenje da je Korisnik pokrenuo chargeback ili formalni spor, uključujući podnošenje zahteva za poništenje naplate. Obustava obuhvata sve naloge agenata i API pristup i traje dok Paddle, banka ili nadležni pružalac plaćanja ne potvrdi konačno okončanje postupka. Privremeno odobrenje sredstava samo po sebi nije konačan ishod. Običan upit podršci ili zahtev za povraćaj preko Paddle podrške sam po sebi ne pokreće ovu obustavu.
Zaštita platforme i razlog zabrane pristupa. Korisnici moraju razumeti da Pružalac zabranjuje pristup i stavlja naloge na crnu listu isključivo kako bi zaštitio samu aplikaciju i preostale korisnike. Prema pravilima i funkcionisanju Paddle-a kao prodavca u transakciji (Merchant of Record), svaki chargeback nažalost košta platformu i „reputaciju” i novac. Sa finansijske strane, Paddle za svaki pokrenuti spor zaračunava fiksnu, nepovratnu naknadu za obradu spora (20 USD/EUR) koja se ne vraća čak i ako Pružalac i Paddle dokažu neosnovanost i dobiju spor, pored blokade sredstava i administrativnih troškova. Sa reputacione strane, kartične organizacije (kao što su Visa i Mastercard) i Paddle sprovode stroge programe praćenja u kojima stopa chargeback zahteva mora ostati na izuzetno niskom nivou (standardno ispod 0,65% ukupnog broja transakcija). Svaki novi chargeback direktno ugrožava ugled i rejting naloga kod Paddle-a i platnih institucija, što može izazvati nametanje prinudnih rezervi novca, blokadu obrade uplata ili potpuno gašenje procesiranja kartičnih plaćanja za čitavu aplikaciju. Zbog toga zabrana pristupa nije kaznena mera prema agenciji, već nužna mera samoodbrane radi zaštite opstanka platforme.
Ishod spora i pravila o prestanku saradnje. Nakon pokretanja chargeback postupka, pristup se automatski obustavlja, a konačni ishod uređuje se prema sledećim pravilima:
- Ukoliko banka odbije zahtev Korisnika (spor okončan u korist Pružaoca/Paddle-a): Pristup platformi Program Nek se neće vratiti. Pristup se trajno ukida, nalozi se gase, a Korisnik i agencija se stavljaju na crnu listu. Korisnik može isključivo podneti zahtev za izvoz i predaju podataka koje program prikuplja, u skladu sa pravilima iz odeljka 12 Uslova korišćenja, i to predstavlja jedino pravo koje agencija zadržava.
- Ukoliko banka usvoji zahtev Korisnika (uplata stornirana u korist Korisnika): Pristup platformi ostaje ukinut i Korisnik je na crnoj listi. Korisnik može ponovo omogućiti pristup platformi i nastaviti korišćenje isključivo ukoliko u celosti izmiri prvobitni sporni iznos uplate uvećan za 20 USD (naknada koju Paddle naplaćuje za troškove obrade spora).
Ove odredbe ne umanjuju prava na osporavanje uplate ili povraćaj prema zakonu, pravilima platnog sistema i Paddle pravilima. Obustava ne znači brisanje zakonskih evidencija; izvoz, vraćanje i čuvanje podataka uređeni su odeljkom 12 Uslova korišćenja. Pružalac zadržava pravo da u slučaju dokazane zloupotrebe potražuje naknadu stvarne štete i administrativnih troškova obrade spora pred nadležnim organima.
Refund Policy
Payment terms, subscription cancellation conditions, and payment dispute procedures for Program Nek.
Version 1.5 · updated: 20 September 2026.
1. Scope and refund eligibility
Program Nek is provided by Maksim Malbaša exclusively for licensed real estate agencies and business entities (B2B). This refund policy explains the process for paid subscriptions alongside our Terms of Service; it does not reduce rights under an accepted order or mandatory law. As a specialized B2B service, subscription payments, dedicated infrastructure allocation fees, and automated renewals are generally final and non-refundable upon transaction confirmation.
Immediate digital performance. Program Nek is a dedicated cloud software platform whose technical provisioning — including isolated database setup, encrypted storage allocation, and credential issuance — commences immediately upon payment confirmation. By subscribing, the Customer expressly requests and agrees that digital performance begins immediately, acknowledging that any statutory right of withdrawal or cooling-off period, where applicable, expires upon the start of service execution in accordance with governing law.
Under Paddle’s Refund Policy, discretionary refund requests must be submitted within 14 days of payment, including renewal payments. Requests are reviewed individually by Paddle; this window is not an automatic refund guarantee. The Provider actively opposes discretionary refund claims where full platform access was delivered and made available. Applicable statutory rights remain protected and may have different deadlines.
Amount of a voluntary refund. Unless mandatory law, applicable Paddle terms or the accepted order require otherwise, the total refund voluntarily approved by the Provider for a particular payment is limited to the net amount of that payment actually received by the Provider. The calculation excludes VAT, GST and other sales taxes collected by Paddle, Paddle fees and payment processing charges, and other amounts retained by Paddle and not paid out to the Provider. The Provider cannot access or control those funds. Submitting a request does not itself approve a refund.
Paddle refunds and mandatory rights. As merchant of record, Paddle decides requests submitted through its process and handles refunds under its Buyer Terms and Refund Policy; it may approve a full or partial refund or decline a discretionary request. The net-amount rule for the Provider’s voluntary refunds does not limit Paddle’s decision or a refund required by law, applicable Paddle terms or the accepted order, including any applicable taxes. Funds not having been paid out to the Provider does not reduce those rights. Requests for tax corrections or tax refunds must be submitted to Paddle Support; Program Nek Support can help with the request.
2. Request steps and ineligible claims
Ineligible refund grounds. Given the B2B operational structure and dedicated infrastructure costs of the platform, the following situations are not considered valid grounds for a refund:
- Failure to cancel before auto-renewal: The Customer is solely responsible for tracking renewal dates. Refund requests based on forgetting to cancel prior to renewal are rejected.
- Inactivity or non-usage: Subscriptions maintain continuous system availability, allocated database capacity, and software licensing regardless of whether team members actively log in during the period. Service is billed for availability, not internal user frequency.
- Agency organizational changes: Downsizing, personnel departures, business closures, or changing software preferences are internal commercial risks of the agency and do not warrant a refund for delivered service.
- Remediable technical defects: Temporary service interruptions or software defects are handled through technical support and software patches rather than monetary refunds, except as mandated by law or Paddle terms.
How to submit a legitimate claim:
- Open paddle.net and select the refund request option.
- Prepare the purchase details below and clearly state that you are requesting a refund. If you also want to stop future charges, state that you want to cancel renewal.
- Keep the request confirmation and correspondence for follow-up. If you get stuck at any step, email [email protected].
Include your purchase email, transaction or receipt number, date and amount, and a brief description of your request. For a technical issue, identify the feature and when the problem occurred. Do not send passwords, full card numbers or agency client data. If you do not have a transaction number, contact us with the details available.
If the service is unavailable, does not work as described or appears to have been billed twice, describe the problem to our support team so we can help establish the facts and an appropriate remedy. If it remains unresolved, send Paddle Support the details and earlier correspondence. Do not wait for troubleshooting to finish if that would cause you to miss a refund request deadline.
3. Cancellation and access
Prospective effect of cancellation. Cancelling future renewal and refunding a previous payment are separate requests. Cancelling a subscription stops future billing at the end of the active period, but does not grant any retroactive, partial, or prorated (pro-rata) refund for the unused remainder of the paid month. Cancel renewal through the link in your Paddle purchase confirmation or Paddle Support before the next charge. Access normally continues until the end of the valid paid period.
Immediate access termination upon refund. Paddle’s policy and our terms provide for immediate termination of access to the refunded Program Nek workspace upon approval of any refund.
Data export and compliance records. Data exports and retention are governed by our Terms of Service and Privacy Policy. Download required agency exports prior to subscription expiration. The Provider does not provide free data hosting for expired accounts, while mandatory statutory records (such as AML and brokerage logs) are handled pursuant to legal obligations.
4. Processing and contact
Paddle states that approved refunds are processed within 14 days, using the original payment method where possible. Your bank or payment provider may take additional time to show the funds. Foreign transaction charges and currency conversion variances are borne by the recipient. If the refund has not arrived within the advised timeframe, contact Paddle Support with your refund confirmation.
Service contact: Maksim Malbaša · [email protected]. Version 1.5 applies to new orders that accept it. Existing contracts follow the notice and consent rules in section 14 of the Terms of Service; publication alone does not change rights that have already arisen. Previous versions are available in the legal document archive.
5. Chargebacks and payment disputes
Email Support first. Before requesting a chargeback through a bank or card issuer, or opening a formal dispute with a payment provider, the Customer is required to email [email protected] with the transaction number, date, amount and reason for disputing the payment so we can try to resolve the issue in good faith. You can also contact Paddle Support. Opening a payment dispute without prior communication and without a valid basis is considered bad-faith conduct. This request is not a condition of exercising a statutory dispute right and does not extend bank or payment-provider deadlines; do not wait for a reply if a deadline would expire.
Suspension until the dispute is resolved. Subject to mandatory law, applicable Paddle terms and the accepted order, access to Program Nek for the workspace associated with the disputed payment will be automatically suspended when the Provider receives notice that the Customer has initiated a chargeback or formal payment dispute, including submitting a request to reverse the charge. Suspension covers all user accounts and API access, and continues until Paddle, the bank or the relevant payment provider confirms the final resolution. A provisional credit alone is not a final outcome. An ordinary support inquiry or refund request through Paddle Support does not itself trigger this suspension.
Protecting the application and reasons for user bans. Customers should understand that the Provider bans users and blacklists accounts strictly to protect the application and ensure ongoing service for all remaining users. Under Paddle’s model as Merchant of Record and payment network regulations, every chargeback sadly costs the platform both "reputation" and money. In terms of money, Paddle charges a non-refundable dispute processing fee (typically $20 / €20) for every chargeback filed, which is never refunded even if Paddle and the Provider prevail in the dispute, in addition to tied-up revenue, lost subscription fees, and administrative defense costs. In terms of "reputation", card networks (such as Visa and Mastercard) and Paddle enforce strict dispute monitoring programs where chargeback rates must remain under rigorous thresholds (typically required to remain below 0.65% of transactions); every dispute directly harms our merchant standing and reputation with Paddle and acquiring institutions, risking elevated processing fees, mandatory rolling reserves, or the outright termination of payment processing for the entire application. Account bans are therefore not punitive or retaliatory, but an essential defensive safeguard to protect the platform's survival and its legitimate user base.
Dispute outcome and termination rules. Once a chargeback is initiated, access is automatically suspended, and the final resolution is governed by the following rules:
- If the bank denies the claim (dispute won by Paddle/Provider): The Customer's access will not be restored. Access is permanently lost and terminated, and the Customer and agency are blacklisted. The Customer may request an export of the data collected and recorded by the program in accordance with data return provisions in section 12 of the Terms of Service, but all platform access remains permanently revoked.
- If the Customer wins the claim (charge reversed by bank): Access remains revoked and the Customer is blacklisted. The Customer may regain access and reinstate the service only by paying the original transaction amount plus $20 (Paddle's chargeback processing fee).
These provisions do not reduce rights to dispute a payment or obtain a refund under law, payment-scheme rules and Paddle’s rules. Suspension does not delete statutory records; exports, return and retention follow section 12 of the Terms of Service. The Provider reserves all legal rights to seek recovery of actual damages and administrative dispute costs in cases of proven payment abuse.