THE CERVANTES INSTITUTE BELGRADE ONLINE PURCHASE TERMS AND CONDITIONS
Provisions and terms of service
Article 1
Terms and Conditions hereinafter refer to purchase of the online services provided by the Cervantes Institute Belgrade, 19 Čika Ljubina Street, Belgrade (Tax ID: 103388828) registry no. 06000029, phone no. 011/3034183, web address: https://belgrado.cervantes.es, email: cenbel@cervantes.es (Service Provider) and shall apply to every online service purchase agreement between the service provider and the client.
Terms and Conditions govern rights and liabilities regarding online purchase of both the service users – Clients, and the Service Provider.
Terms and Conditions oblige the Service Provider to fair business practices, fair treatment of Clients, and compliance with the current laws of the Republic of Serbia that govern the relevant business activity.
The hereinafter Terms and Conditions represent an integral part of the Service Purchase Agreement that shall be concluded between the Client and the Service Provider.
Online service purchase of the Service Provider shall be available on the website: https://clicbelgrado.cervantes.es .
By purchasing online services of the Service Provider, Client agrees to the conditions and terms that hereby follow. Failure to meet the hereinafter defined terms shall result in failure to place the payment or complete the online purchase.
All communication and documents regarding the Online Service Purchase Agreement shall be delivered in the Serbian language.
Clients
Article 2
Client to the Service Provider shall be any person that has registered to purchase an online service (a Spanish language course, a workshop, DELE exam, a Spanish language placement test, issue of certificate or library membership card) and that has checked the Terms and Conditions box.
Client to the Service Provider may be any person (legal, entrepreneur, physical) that registers to purchase an online service provided.
To register for online purchase, Client that is a physical person must be at least 15 years old.
Persons under 15 may purchase online services under supervision and with knowledge of parents or guardians. Service Provider reserves the right to refuse the service or terminate the agreement should it come to their knowledge that Terms and Conditions have been violated.
Client bears the burden of providing accurate and complete information upon registration.
Should any change in the provided information occur, kindly update data or let us know about the change by email: cenbel@cervantes.es.

Entering into Agreement
Article 3
Service Provider shall enable Client to purchase any service (a Spanish language course, a workshop or DELE exam) available for online purchase via website https://clicbelgrado.cervantes.es.
Entering into Agreement is enacted as follows:
1. Client registers for online purchase on the Service Provider’s website.
2. Client selects the relevant service on the website.
3. If available, Client enters relevant discounts they are entitled to.
4. Client checks the statement confirming their accepting the Terms and Conditions.
5. Client confirms by checking that they have read and understood the scope of the selected service and that by choosing it they accept payment obligations.
6. Client places order by clicking “Submit now“, and is redirected to the checkout.
7. Client places the payment by entering card details.
8. Immediately upon payment, Client shall receive a purchase confirmation email sent to the registered address, followed by the Pre-agreement notice, Service Agreement body text, Terms and Conditions body text, Withdrawal Form and Service Invoice.
9. Having placed the payment, Client shall receive from Service Provider the Payment Confirmation including payment results and details of means’ withdrawal from the Client’s bank account, as well as details on the Service Provider, the order and transfer.

Client may change registered details any time before submitting the order in accordance with the notifications appearing during the online purchase. In case further details on the order are needed, Client may contact Service Provider at 19 Čika Ljubina Street, 11000 Belgrade, by phone no. 011/3034183, or email: cenbel@cervantes.es.
By making online service purchase data available on their website, Service Provider shall offer Agreement under publicly recognised terms. Service Agreement is deemed enacted upon Client’s submitting the order by clicking “Submit now“, which automatically means their acceptance of the offer.
Refusal to conclude Agreement and/or perform the service
Article 4
Service Provider may refuse to conclude Agreement and/or provide the service if:
- online service purchase Terms and Conditions do not correspond to those published on the Service Provider’s website;
- Client is under 15, but has not obtained parents’ or guardians’ permission to carry out online service purchase;
- Client has got prior outstanding items;
- Client fails to submit data to conclude and enact the Agreement, including their consent in data collection pertaining to personal data needed to conclude and enact the Agreement;
- Client fails to duly complete the placement test should it be a requirement stipulated by the service;
- the number of students registered for a group course has been under the minimum.
Should the Agreement be withdrawn for reasons stated above, Service Provided shall refund the Client the paid fee.

Merchantability
Article 5
Service Provider is liable for providing the merchantable service per the Order, which is in accordance with the Law on Consumer Protection.
In the event of force majeure, Service Provider may replace classroom lessons with videoconference lessons. Should the aforementioned occur, the total length of General Language classes shall not, for educational and methodological purposes, exceed 75% of the total length of classroom lessons, while the remaining time shall be distributed between instructors’ delivering additional materials and performing consultations by email. In the abovementioned event, the service shall not be deemed in violation of merchantability.
Prices
Article 6
Service Provider shall guarantee the prices available on the website at the moment of order placement.
Client shall bear the burden of any online purchase fees charged by the Client’s bank. Service Provider does not charge additional fees for online transfers.
Exchange rate disclaimer
Article 7
All payments must be made in the Republic of Serbia’s currency – the dinar (RSD).
For informative purposes regarding prices in other currencies, the middle exchange rate of the National Bank of Serbia shall be used. Your card shall be charged the amount in your local currency thereupon converted at the exchange rate used by card companies that we may not be aware of at the moment of payment. Due to the aforesaid conversion, a slight deviation from the original price stated on the website may occur.
Payment
Article 8
Client shall fulfil their obligation per Agreement by paying the contractual price in the Serbian dinars upon receipt of the Service Provider’s invoice.
Payment shall immediately follow the placement of the order.
Payment shall be made by one of the following cards that support online payments: MASTERCARD, VISA, AMERICAN EXPRESS, Maestro and DINA.
Upon card details entry, confidential information is transferred through public network in the protected (encrypted) environment shielded by SSL protocol and PKI system which both represent state-of-the-art technology. Data security during the transaction is guaranteed by payment processor, i.e. Banca Intesa JSC Belgrade, therefore the entire transaction is carried out through their designated portal. At no time do we process any card details or attached data through our system.
Clients’ credit and debit card details, types, numbers, expiry dates and CVV codes entered at online payment shall not be kept or processed by the Service Provider. Processing is exclusively carried out in legal and technical jurisdiction of our online payment partners (Banca Intesa) while we receive notification of the payment status.
Complaints
Article 9
Client may complain to the Service Provider in regard to violation of the service merchantability, wrongly charged price, and other faults.
Client is entitled to complain regarding violation of merchantability, wrongly charged prices, and other faults by email cenbel@cervantes.es or by a letter posted to 19 Čika Ljubina Street, 11000 Belgrade, provided that they enclosed the copy of invoice or other proof of payment (a bill, a slip etc.).
Service Provider shall issue receipt confirmation of the written or email complaint in accordance with regulations governing consumer protection.
Service Provider shall respond to Client’s complaint without delay, within eight days of receipt thereof at latest, stating whether they accept the claim and complaint of the customer, and proposing means and deadline to settle it.
Claim settlement deadline shall not exceed 15 days of the date of filing the complaint.
The claim settlement deadline may be extended only once.
Should the service be found in violation of merchantability per Law on Consumer Protection, Client who has informed the Service Provider thereof may choose between fault removal, replacement of the service with the same or different one, and a payment refund.
Client shall notify Service Provider of violation of merchantability without delay, up to 72 after they have noticed the issue at latest.
Taking into consideration the scope of service, replacement service must be performed within the adequate time frame that shall not cause disturbance to the Client, and with their consent. Replacement service shall be of the same, or higher value that entails supplement. With Client’s consent it is also possible to perform a service of the lower value, the difference in the amount being refunded to the Client per Article 9, para. 7 of the Terms and Conditions.
Should violation of merchantability prove impossible to resolve, or represent a disproportionate burden to the Service Provider, Client may request a price deduction or terminate the Agreement. Depending on the Client’s request, Service Provider is obliged to refund the Client payment that has been agreed upon in full or in part within 14 days.
Client also may terminate the Agreement provided that the Service Provider fails to resolve violation of merchantability within the determined period.
Client shall not terminate the Agreement in the event of a minor violation of merchantability. Customer shall not abuse their rights in regard to merchantability and shall be deemed liable for compensation to the Service Provider on the account of damage they may have caused. Service Provider shall determine if violation of merchantability that Client has pointed to indeed exists and should the Client be found to have terminated the Agreement despite no evidence of, or over a minor violation of merchantability, they shall claim compensation from the Client on the grounds of wrongful termination of Agreement. Damage is taken to mean any real damage or loss of prospective profit.
Withdrawal from the Agreement
Article 10
Client may withdraw from the Agreement concluded online per provisions of the Law on Consumer Protection up to 14 days of the date of entering into Agreement, and with no obligation to state their reasons.
Client is entitled to withdraw from the Online Purchase Agreement by filling out a special withdrawal form that shall be sent to them by email and can also be downloaded from the Service Provider’s website.
Client may also deliver withdrawal statement to the email address cenbel@cervantes.es or by a letter to 19 Čika Ljubina 19, 11000 Belgrade. Service Provider shall notify the Client of withdrawal statement receipt without delay, and to the registered email of the Client.
Service Provider shall issue a written confirmation of the statement delivery in writing, or by email per relevant regulations of consumer protection.
Client shall lose right to withdraw without stating reasons if they fail to deliver the written withdrawal statement within 14 days of entering into Agreement.
Service Provider is obliged to refund the customer in full and per Agreement without delay in the event of lawful withdrawal within 14 days of receipt of the withdrawal form.
In the event of goods or means refunds to the customer that has paid online via card, in full or in part, regardless of the reasons for the refund, Service Provider shall refund them exclusively through VISA, EC/MC, Maestro, AMERICAN EXPRESS and DINA payment systems, that is, the Service Provider’s bank shall place the refund to the card holder’s bank account.
Article 11
Client may not withdraw from the Agreement per Article 10 of Terms and Conditions without stating the reasons therefor should reasons be stipulated by the Law on Consumer Protection, and particularly as follows:
• performing services pertaining to leisure, such as Spanish language courses, provided that the Agreement includes a defined delivery date or period of completion.
• by purchasing the service online and accepting Terms and Conditions, Client confirms their understanding of losing the right to withdraw from the Agreement should:
• the service be provided, completed, or commenced following the Client’s explicit consent;
• digital content other than content stored on the permanent storage medium be delivered where delivery has been carried out upon Client’s explicit prior consent.
By purchasing services online and accepting these Terms and Conditions, Client explicitly consents to:
- accept commencement of the service by deadlines defined in the terms referring to the particular service;
- delivery of digital content in regard to the given service by deadlines defined in the terms referring to the particular service.
Article 12
Notwithstanding Articles 9 and 10 of the Terms and Conditions, Client may withdraw from the Service Agreement upon concluding the former and placing the payment per service price, but only before they have commenced enjoying the service, in which case they are also entitled to the payment refund.
Client, in order to claim rights stipulated by this Article, must submit a written request to withdraw to the Service Provider along with the proof of payment, no longer than 24 hours upon commencement of the service.
Client must take their personal obligations into consideration prior to enrolment as refund, i.e. enrolment annulment, may be carried out 24 hours prior to the course start at latest.
Should Client fail to enjoy the service in accordance with frequency predefined in the agreement, they may not be granted the payment refund and must pay the contractual amount in full. Also, there may be no transfer of course fees or unattended classes to the following enrolment terms.
Intellectual property
Article 13
All materials used for courses and exams (reading texts, exercises, exam questions, responses, pictures, software, video and other) are deemed intellectual property and are protected by copyright. Clients may use the aforesaid solely for their own benefit, and in regard to the relevant course.
Clients may not copy course or exam materials, or parts thereof, for another party’s benefit, nor distribute the aforesaid to third parties, upload it on the Internet and similar networks, regardless of their doing so with or without a fee, nor sell the materials and otherwise use them for commercial purposes. If materials include a trademark, a seal or similar, removal thereof is forbidden. Any breach of copyright shall be handled per relevant regulations.
Preclusion of website misuse and abuse
Article 14
Service Provider’s website users shall not:
• disrupt and/or disable security features of the website or functions that prevent or limit use or copying of the available content;
• publicize and/or publish on the website content that is deemed threatening, libellous, rude, indecent, pornographic, or abusive. Also forbidden are any materials that instigate racial hatred, that harass or upset, infringe on privacy, or breach trust with discriminatory, threatening, or provocative comments.
• provide inaccurate personal details;
• use another person’s personal details without their consent, nor shall they falsely present the third party, a legal entity or an organisation;
• engage in illegal or unlawful activities while using the website;
• modify, disrupt, intercept, or hack the website in order to bring it down;
• use special software to download the website content.
Should any of the aforesaid terms be violated Service Provider may permanently or temporarily ban the user from access to the website. Also, they reserve the right to take further measures notwithstanding that to report abuse to the competent authorities.
Delivering documents to email addresses
Article 15
By registering their email Client consents to receive electronic notifications and documents referring to the Service Agreement via that address. Service Provider shall communicate with Client through email or notifications published on the website, or by phone in exceptional cases.
Personal data protection
Article 16
Personal data protection is deemed the utmost priority of the Service Provider. All online activities of Service Provider are compliant with regulations of the Republic of Serbia.
Personal data is taken to mean personal details pertaining to Client’s identity, i.e. name and last name, address, phone number, or email.
Service Provider that handles personal data in order to ensure transparency has compiled a file “THE CERVANTES INSTITUTE BELGRADE – TERMS AND CONDITIONS OF COURSE ENROLMENT” which informs Clients about personal data processing, protection, and holder’s rights, with the aim of establishing business relations with the Client.
Data processed by the Service Provider shall be protected from abuse, destruction, loss, unauthorised modification, or access. Service Provider as the data operator has taken required technical, employee, and organisational measures to protect data as per determined standards and procedures to prevent loss, destruction, unauthorised access, alteration and modification, publicising and any other form of abuse, and has also defined duties of the data operator functions regarding data protection.
Article 17
Service Provider shall process personal data per provisions of the Law on Personal Data Protection and standards stipulated by European General Data Protection Regulation (GDPR).
Service Provider collects and processes personal data to enter a business relation by concluding service agreement, and to realise rights and responsibilities pertaining to the agreement with the said holder of data to a degree necessary to meet contractual responsibilities and protect legitimate business interest.
Should Client fail to provide relevant data, Service Provider shall not be able to conclude or enact the agreement, i.e. they shall not be able to perform the contractual service from the agreement.
For processing data that is not required per service agreement or relevant regulations Clients need not provide consent.
Article 18
Service Provider shall require and process Client’s data as:
Personal data (e.g. name and last name, parent’s name, date and place of birth, gender, nationality etc.), contact details (e.g. address, postal address, phone no., email etc.), identification document data (e.g. type and number of ID document, issuing body, date and place of issue etc.), and employment details (e.g. employment status, company name etc.), and electronic signatures and identification details (applications, cookies etc.), geographic location, household details (no. of household members, no. of children).
Service Provider may request other data pertaining to Client in order to enter a business relation therewith, or per relevant regulations and laws. By concluding the agreement, Client consents to Service Provider’s processing their data in accordance with the provisions of this Article of Terms and Conditions.
Service Provider’s employees shall have access to data needed for their fulfilment of contractual, legal and legitimate business interests per “need to know” principle (solely essential data).
All employees performing data processing functions must comply with the most stringent business standards on a daily basis.
As stipulated by legal and regulatory provisions, competent authorities and institutions may be disclosed the aforesaid personal data. In the event of being required to disclose personal data to another party, Service Provider is deemed obliged to protect confidentiality regarding any Client information or fact revealed to them and placed in their custody throughout the business relation.
Transmission of data from Serbia to other countries may be conducted only if it precludes performance per service agreement, or if a legal requirement, when the Provider has been given Client’s explicit consent. Service Provider may transmit personal data to the Kingdom of Spain, which is listed in the Article 64, para. 7 of the Law on Personal Data Protection. Your personal data shall be disclosed to Instituto Cervantes, c/ Alcalá 49, 28014 Madrid (Spain), email: lopd@cervantes.es, Data Protection Commissioner with General Services Inspectorate of the Ministry of Foreign Affairs and International Cooperation/Inspección General de Servicios del Ministerio de Asuntos Exteriores, Unión Europea y de Cooperación (dpd@maec.es) thus becoming an integral part of the register known as Gestión acadẻmica which falls under the Cervantes Institute competencies and which is registered with the Spanish Data Protection Agency. They must comply with the most stringent standards regarding data protection and security.
Personal data shall be kept until the purpose and grounds on which it has been obtained are fulfilled, i.e. throughout the business relation and upon the finalising thereof, provided that there are legal grounds for further preservation of the aforesaid data or legitimate interest of the service provider (e.g. to settle disputes, or support legal claims), or in the event of settling complaints.
Article 19
Persons whose personal data is being processed may access, correct, add, delete, or limit data processing, and also reserve the right to object to data processing or data transfer per provisions of the Law on Personal Data Protection.
Should Clients deem their rights regarding data protection infringed, they may file a claim regarding data processing with the Service Provider.
Should Clients still deem data processing contrary to provisions of the Law on Personal Data Protection upon receiving response from the Service Provider, they may file the claim with the Commissioner for Information of Public Importance and Personal Data Protection.
Dispute settlement
Article 20
Client and Service Provider shall strive to settle disputes amicably.
Client may also claim out-of-court settlement per provisions of the Law on Consumer Protection. The Cervantes Institute as the service provider must accept such a settlement in the event of consumer dispute should the client initiate the aforesaid, although they offer no guarantee that a settlement would be achieved in the stated manner.
Should the parties fail to amicably settle a dispute regarding the agreement concluded online, they agree to take the matter to the competent court in Belgrade, unless alternative course is stipulated by particular provisions of the Purchase Agreement.
In the event of a dispute arising from DELE examination, governed by and interpreted in the light of Spanish laws, both parties hereby agree to waive jurisdiction of the local court and take the matter to the competent courts in Madrid.
Compliance with COVID-19 epidemic preventative measures
Article 21
By accepting Terms and Conditions, Client acknowledges the Contingency Plan for Preventative Measures and Protocol against Spread of Coronavirus (COVID-19) at the Centre, and fully assents to comply with the aforesaid.
Special conditions in regard to attending the Spanish language courses
Article 22
a. The Spanish language group courses
Service Provider shall ensure subject-matter instruction by their qualified instructors. The relevant course fee that depends on the type thereof covers for class attendance, correction of and commentaries to written work throughout the course, relevant instructor support, and other services and materials as stated in course descriptions on the Service Provider’s website.
Course start depends on the minimal number of participants per course.
Maximum number of participants in the virtual environment is ten, while the number of in-person class attendees depends on the social distancing and other relevant preventative measures (between 6 and 9 participants). Teaching staff of the Service Provider shall organise and coordinate groups reserving the right to make alterations to the aforesaid when and where conditions allow. Service Provider reserves the right to replace instructors or classrooms in accordance with their respective needs.
In the event of force majeure, Service Provider may replace classroom lessons with videoconference lessons. Should the aforementioned occur, the total length of General Language classes shall not, for educational and methodological purposes, exceed 75% of the total length of classroom lessons, while the remaining time shall be distributed between instructors’ delivering the additional materials and performing consultations by email.
Service Provider may opt for any of the free videoconference platforms available on the Internet. Service Provider shall not disclose any personal data of the Client except those essential to establish connection. Service Provider shall not be held liable for the aforesaid platforms’ data management, while it remains upon the Client to accept their privacy and security terms. By accepting the aforesaid terms, Client agrees to join the videoconference.
Upon Client’s successful completion of the final exam, Service Provider shall issue the relevant diploma/certificate of language level at the price of 550.00 Serbian dinars.
b. Placement test
Enrolment depends on the results of the placement test if such precondition is stated in the description of the service on the website. Once the order regarding the relevant course has been confirmed, Client shall be sent instructions for the placement test.
Placement test amounts to 1,100.00 Serbian dinars which are deducted at enrolment from the total course fee up to 90 days upon placement test completion. Placement test shall be valid for 6 months. Should Service Provider cancel the course, Client is entitled to a refund of the enrolment fee and the placement test fee. Should Client withdraw before the course commences, they shall be refunded the course fee, but not the placement test fee.
Where enrolment into the relevant course depends on the results of the placement test, course start shall depend on the minimal number of participants that have passed the relevant placement test.
c. Face-to-face classes
Client that wishes to take face-to-face classes must agree on time and days when such classes shall take place prior to course fee payment. Client reserves the right to change, provided that they notify the provider at least 24 hours in advance and justify the delay, 2 classes out of a lot of ten within the course agreed upon.
d. Library
Service Provider shall grant Client library membership card valid throughout the course they have enrolled in. Membership card and access to library services are free of charge and may be obtained at the library on request of the Client that has provided proof of enrolment.
f. Client or course/workshop participant liability
Clients that attend courses and workshops on the premises of Service Provider shall abide by regulations of the Republic of Serbia regarding safety and health, and also comply with rules of conduct on the Service Provider’s premises.
Clients that attend hybrid and online courses shall ensure technical capacities stated in the service description and needed for participation of their own accord and at their expense.
Clients shall not disclose or make available to the third parties access parameters for learning and exam platforms of the Service Provider.
g. Course termination
Service Provider may terminate the course before the planned end date in the event of grave misconduct of the participant, particularly so an act of violence, drug abuse, aggressive behaviour towards other participants, and sexual harassment.
Special conditions regarding DELE qualification
Article 23
Should provisions of Online Purchase Terms and Conditions and special conditions regarding DELE differ, the special provisions following below shall apply.
Clients that register for the exam in Spanish as a foreign language (DELE) at the test centre fully agree with the conditions stipulated above.
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Due to the current situation regarding COVID-19, the CERVANTES INSTITUTE has adjusted deadlines for refund or withdrawal from the exam in order to make these more flexible and offer candidates more time to sit the exam in optimal conditions.
New deadlines are as follows:
• Should the need to postpone DELE exam arise due to COVID-19, the CERVANTES INSTITUTE shall delay all registrations until the next exam term when seats are available at the same test centre. Candidate may be given up to two months to request refund or select another exam term should they find the offered one unsuitable, unless the preferred term has already passed.
• Should the exam term the candidate has registered for proceed as planned, a refund request must be filed three weeks before the exam date at latest.
• Upon expiry of refund or change request period, the payment refund shall not be possible.
• Throughout the pandemic, in the event of candidate’s inability to sit the exam due to temperature or verified coronavirus infection, they should request an exam date change, so that they be automatically registered for the next exam term at the same test centre. The request must be filed prior to the exam date and provided that the candidate has not already taken any parts of the exam.
• Exam term changes shall not be accepted where candidates fail to attend or provide the information regarding illness or suspicion of coronavirus infection post exam date.
In the event of any abovesaid instances, candidate must communicate with the relevant test centre, or if registration has been completed online via http://examenes.cervantes.es/ portal, must notify the Cervantes Institute Customer Support Centre (CAU) via https://cau.cervantes.es/.
Any request for a payment refund that does not meet the criteria stipulated above or has been delivered outside legal validity shall be rejected.
Should the candidate withdraw, they shall be refunded all payments in the same manner the original payment has been made and without undue delay. Notwithstanding goodwill to refund the payment at the shortest possible notice, the CERVANTES INSTITUTE reserves the right to delay the refund should circumstances order so, and nevertheless guarantees that the aforesaid shall be completed as soon as possible.