If the User believes that there are irregularities in the calculation, data on the account or believes that there are some other irregularities in connection with the use of services within the ORION AI Factory service, it is necessary to file a complaint.
The user can file a complaint by sending it to the e-mail address: ai-factorysupport@oriontelekom.rs. ORION TELEKOM will not accept complaints that are unclear, incomplete and submitted out of time, as well as complaints that were not submitted by the User from the official (e-mail) address he used when registering his user account.
The complaint must contain a precise description of the irregularities in the calculation or other reason for the complaint, must contain adequate evidence by which the user proves the existence of irregularities and must be sent directly by the User of the specific service in connection with which the complaint is filed.
The deadline for responding to a complaint is 8 days from the day of its receipt, while the deadline for resolving a complaint is 30 days from the day of its receipt. If, for objective reasons, ORION TELEKOM is unable to comply with the User's request within the agreed deadline, it is obliged to inform the User of the extension of the deadline for resolving the complaint and specify the deadline by which it will be resolved, as well as to obtain his consent.
In cases where the end user has the right to a refund of the funds he paid for using the ORION AI Factory Services, with one of the payment cards - in part or in full, and regardless of the reason for the refund, ORION TELEKOM is obliged to make the refund exclusively via VISA, EC/MC, Maestro and Dinacard payment methods, which means that the bank will refund the funds to the account of the payment card at customer's request.
All potential Disputes that may arise from complaints shall first be attempted to resolve amicably. Failing that, disputes shall be submitted to the Commercial Court in Belgrade, whose decision is final.