Terms of Use

June 19, 2023

Padrino Terms of use statement

These General Terms of Use (hereinafter: General Terms) are applied to the mobile application Padrino (hereinafter: Padrino App) and the website pad rinodelivery.com of the company Padrino Tech Group DOO Novi Sad (hereinafter: Padrino).

By using the Padrino Platform, you agree to the Terms of Use set forth herein. Please read the following Terms of Use carefully before using the Padrino Platform. If you do not agree with these Terms of Use, please do not use the Padrino Platform.

These Terms of Use apply to any use of the Padrino Platform and sales contracts entered into in accordance with these Terms.

By creating an account on the Padrino Platform, all users expressly and unequivocally confirm that they agree to these General Terms and Conditions, as well as the Privacy Policy and Cookie Policy.


“Padrino” is a term for: PADRINO TECH GROUP DOO NOVI SAD, Boulevard of Jovan Dučić

“Partner” is a term for a restaurant, shop, or other business entity that has entered into a partnership agreement with Padrino and offers its products/items through the Padrino platform.

“User”, “Users” or ”You” are terms for: a natural person using the services of the Padrino platform.

“Sale Agreement” is a term for the contract on the purchase of the Partner's products, which binds the Partner and the User.

“Padrino App” is a term for a digital mobile application provided by Padrino through which Users can order products from Padrino's Partners as well as delivery services from Padrino, i.e. Padrino's Partners for delivery services.

“Padrino Platform” is a term for the Padrino App and the Padrino website padrinodelivery.com as well as other possible additional web locations if they are listed on padrinodelivery.com

“Retail Products” is a term for groceries, consumer goods, household goods, and other consumer goods made available by the Partner through the Padrino Platform. 


Padrino TECH GROUP DOO Novi Sad, Bulevar Jovana Dučića 43, 21000 Novi Sad, Serbia, identification number: 21841811, tax identification number: 113299776;

  • Name: “Padrino”
  • E-mail address: support@padrinodelivery.com
  • Phone number: +381 69 8300 157

Information about the identity, products, and services of the Partner will be provided through the Padrino App and the Padrino website.


    3.1. Padrino provides a platform where the User can purchase food products, retail products, and delivery services through Padrino.

    3.2. Partners provide information about their products through the Padrino platform, including menu and product pricing information. Information about the delivery fee that applies in each specific case is provided on the Padrino App or the Padrino website.

    In case you have allergies or other dietary restrictions, please contact the appropriate Partner. The partner will provide specific food-related information upon request. The sale and purchase of Partner products and services may be subject to the Partner's additional Terms of Use displayed on the Padrino platform.

    The price of Retail Products is determined based on the price on the day the Order is sent. Please note that there may be minor price changes between the stated price and the final price of the Order when dealing with pre-packaged goods, in case of variations in the weight of the package.

    The Partner provides information about allergens and other necessary information specific to Retail Products on the Padrino platform. The Partner is responsible for providing all information on Retail Products as required by applicable laws and regulations, including EU Regulation No. 1169/2011 on informing consumers about food, as well as the Serbian Rulebook on declaring, labeling, and advertising food and other applicable national regulations. When applicable, the Partner is also responsible for ensuring that the selling price and unit price are indicated in accordance with the EU Directive 98/6/EU on consumer protection when displaying the prices of products offered to consumers, as well as the Serbian Trade Law and other applicable national regulations.

    The Partner determines at its sole discretion the selection and prices of retail products available on the Padrino Platform. The Partner may also impose certain limits on your Order, such as quantity limits and Order size limits. It is the Partner's responsibility to inform You about any restrictions related to the availability of any Retail Product. The User accepts that in case a product is temporarily unavailable, the Partner will fulfill the User's Order without including that product as an item in the Order. Products that are not available at the time of placing the Order will not be charged.

    When selecting the Partner's products that the User wants to buy from the Partner, the User creates an order for the purchase of the Partner's products according to the conditions indicated on the Padrino platform, and before sending the order ("Order"). After receiving the Order, Padrino will forward the details about the Order to the Partner. At the moment when the Order is accepted by the Partner and after Padrino has confirmed the receipt of the Order to the User on behalf of the Partner, the User and the Partner have concluded the Sales Agreement. Padrino will provide the User with an invoice for the purchased products/items on behalf of the Partner.

    At the moment when the Partner accepts the Order and when the confirmation of receipt of the Order is sent to the User if the User has ordered the delivery of the Order, the User also concludes a legally binding contract for the purchase and sale of the delivery service ordered by the User through the Padrino platform. Padrino has the right to issue electronic invoices for delivery services.

    3.3. The Partner from whom the User purchases products/items will prepare the products specified in the Order for the User. Padrino is not responsible to the User for the valid execution of the Purchase Agreement by the Partner.

    3.4. Once the User has sent the Order, he can no longer cancel it. Once placed, an Order for a product or delivery service cannot be withdrawn or canceled. Before submitting an Order for a product or service, please review your selection carefully.

    3.5. Notwithstanding Article 3.4, as a consumer you have the legal right to cancel an Order of Retail Products within 14 days of receipt of such Products. The User can cancel an Order by contacting Padrino or the Partner within the specified period and return the products to the Partner's point of sale from which the Order was requested. It is necessary for the User to present the invoice issued by Padrino or the Partner when returning the product. If the User contacts Padrino regarding a product return or reimbursement due to a missing, damaged or another product defect, Padrino may ask the User to send a picture of the product in order to document and confirm the defects. Please note that the Partner may have special Terms or Guarantees that apply in addition to these Terms. The Partner specifically provides information about such conditions to the User on the Padrino Platform.

    Padrino follows the legal restrictions on the consumer's right of withdrawal as provided by applicable laws. Certain goods may be exempted by law from the consumer's right of withdrawal and return, including the following:

    • Food and products that by their nature cannot be resold or perish quickly or get old;
    • Products that by their nature become inseparable from other products upon receipt;
    • Games, movies, software, and other sealed products cannot be canceled after opening the packaging of such products;
    • Hygiene and intimate products after opening the package;
    • Goods that are manufactured or custom-made in accordance with the User's specifications and instructions.

    This means that you cannot return food products by invoking your right of withdrawal after purchase. You may not withdraw, cancel or modify the Order of such Retail Products once it has been placed. Please consider your selection carefully before placing an Order.

    3.6. Retail Products must be returned as soon as possible after the cancellation of the Order, and no later than within 14 days from the date of cancellation. The returned product must be in an unused and resalable condition. The Product must be adequately protected and packed in the original packaging or in a similar way. You are not entitled to a full refund if the quantity of the returned goods has been reduced in any way or the goods have been altered.

    3.7. The return of Retail Products whose Order has been canceled should be made to the Partner's point of sale from which you requested the Order through the Padrino Platform. In order to return Products, contact customer service at the point of sale. You can determine the point of sale from the confirmation provided to You by Padrino or Partner. You are responsible for paying the costs incurred in returning the Retail Products. Payment of the Order made by the User will be refunded by Padrino within 14 days of receiving the cancellation notice, that the User has returned the product or provided proof of return. Padrino will refund funds for returned products using the same payment method used by the User and to the same bank account from which the Order was paid. In the case of Delivery Orders, the delivery fee is non-refundable.


    4.1. The User has the right to use the Padrino Platform in the form and manner offered, solely for the purposes set forth herein, and that right is limited, non-transferable, and non-sublicensable, and is not exclusive.

    4.2. In order to use the Padrino Platform, the User must open a User Account by following the registration instructions on the Padrino Platform. User data on the Padrino platform is private. A User can have only one User Account.

    The User guarantees that all information related to his identity and the options he provided to the company Padrino in the registration form on the Platform is correct, precise, and complete. In addition, Users undertake to update their data.

    If the User provides incorrect, imprecise, or incomplete information, or if Padrino believes that there is reasonable doubt as to the truth, accuracy, or in˜tegrity of such information, Padrino may deny the User current or future access to the Platform or its content and/or services, as well as their use.

    Users undertake not to disclose information about their account, nor to allow third parties access to the account. Users are solely responsible for any use of such data or services on the Padrino platform that may be performed by third parties, including statements and/or content entered on the Platform or any other procedure performed under their username and/or password.

    4.3. The User is obliged to ensure that all User Account data and similar data required to access the User's User Account are kept confidential and used in a secure manner that is not accessible to third parties. If there is a suspicion that an unauthorized person has learned about the data on the User's User Account or has access to the User's User Account, the User will immediately notify Padrino. The User is responsible for all use of the Padrino Platform and any actions taken under the User's account.

    4.4. In order to use the Padrino Platform, the User must provide valid information about bank card or other payment method information to Padrino. Padrino does not store the payment data of the User, as that is done by a third party, the provider of payment services used by Padrino. By accepting these Terms of Use, you agree to pay for all purchases made through your use of the Padrino Platform. The information about the bank card or other payment method, which you have entered in your User Account, must be regularly updated.

    5. PAYMENT

    5.1. The User shall pay the purchase price and the delivery fee (if delivery is applicable) specified in the Order using the relevant payment methods for services on the Padrino platform. Padrino collects all payments from the User on behalf of the Partner. The User's obligation to pay will arise after sending the Order through the Padrino platform.

    5.2. The User can make a payment using the online payment methods listed on the Padrino Platform. When the User pays the purchase price and the delivery fee (if delivery is applicable) to Padrino, the User has fulfilled his payment obligation to the Padrino Partner.

    5.3. The payment will be automatically made from the User's bank card when the Order is delivered. Padrino has the right to verify transactions on behalf of the Partner in connection with the User's bank card or payment after the Order has been submitted through the Padrino Platform. Padrino uses a third party to provide payment services, i.e. for payment processing. In Serbia, payment will be made locally, within Serbia, by a third-party payment service provider. 

    5.4.  Payment for products on our online platform can be made in one of the following ways: payment cards - VISA, MasterCard, Maestro, AMEX, or DinaCard that support online payment, cash payment on taking over the order, or in the tokens mentioned in article 6. Card payment is realized in cooperation with AllSecure doo and Intesa bank. They are made in a safe and certified way through the AllSecure Payment Gateway, by simply entering data from the card.

    After entering the card data and confirming the payment, the bank authorizes the transaction, and the order is approved and enters the further preparation process for delivery. The amount will be reserved on the card (account) and will not be available for any other purpose.

    The transaction will be completed and the amount deducted from your account only when the products have been delivered To the user. In the event that the payment is not completed, that is, the amount is not removed from the account before the expiration date 14 days from the acceptance of your order, the money reserved in your account will be released At your disposal again. After that, you can repeat the same or a new order, and execute it payment related to them. Check with the bank that issued the card whether your card supports payment via the Internet.

    5.5. When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol, using the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. The payment card information is not available to Padrino at any moment. The User's payment card numbers are not stored in the Padrino system, and the registration itself is protected by SSL data encryption. PCI Standards protect sensitive data about the cardholder during the entire payment process: from the moment of data entry on the Padrino platform, during communications between Padrino and relevant banks and card organizations, as well as the subsequent storage of such data.

    PCI DSS Standards - AllSecure Payment Gateway constantly complies with all the requirements of card organizations in order to increase the security level of merchants and customers. From 2005 to today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DS) is a standard that defines the necessary security for the processing and transmission of sensitive card data. PCI Standards protect sensitive data about user cards during the entire payment process: from the moment of data entry, during payment, as well as later storage of that data.

    5.6. All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site"

    5.7. In the case of a refund to a customer who previously paid with one of the payment cards,
    in part or in full, and regardless of the reason for return, this return is made exclusively through the same
    VISA, Maestro, Dina, AMEX, or MasterCard cards are used for payment. This means that our bank will
    at our request, make a refund to the account of the cardholder.

      5.8.  Cash is an additional available payment method. In the case of a cash refund, the refund will be made in Padrino credits (tokens) or via another appropriate method. If the User who has chosen cash as the payment method is not at the agreed place of delivery at the agreed time or no later than 5 minutes after that, Padrino's customer support will contact the User and arrange the appropriate payment arrangement. If Customer Support cannot reach the User within 24 hours of the Order being created, Padrino will take appropriate measures which may include disabling the User's cash payment option or even disabling the User's account on the Padrino Platform for further orders.

      5.9. Complaints are not common and can be initiated in case of a malicious attempt of using the card, possibly due to unexpected reasons. Please contact us at support@padrinodelivery.com and we will resolve your complaint in direct communication as soon as possible.

      5.10. VAT is included in the price and there are no hidden costs.


        6.1. Padrino Platform Users can get Padrino Bonuses and Tokens e.g. by inviting new Users to sign up to the Padrino Platform or by other means of engagement. The User can use Padrino Bonuses and Tokens to get a discount on purchases on the Padrino Platform.

          6.2. Padrino may unilaterally determine the conditions applicable to the receipt, use, and validity of Padrino Bonuses and Tokens.

          6.3. Each Bonus or Token claim can only be used once.

          6.4. Padrino Bonuses and Tokens cannot be exchanged for cash.

          6.5. Padrino Bonuses and Tokens will be canceled if Padrino discovers any misuse of Padrino Bonuses and Tokens or suspects or discovers that Padrino Bonuses and Tokens have been improperly acquired. In such cases, Padrino will charge the User the amount paid through such use of Padrino Bonuses and Tokens.


          7.1. Delivery services are provided to the User by Padrino or Padrino's partner for delivery services. When the User orders the delivery of the Order through the Padrino platform, the Order will be delivered to the address indicated by the User on the Padrino platform. The User must provide the correct street and house number for the confirmed location on the Padrino platform.

          7.2. When using the Padrino service, there may be a certain minimum purchase value, which you will be notified of when creating an Order on the Padrino Platform. When an Order is below the required minimum value, you will have the option to pay the difference to reach the minimum value or to add more products to your Order.

          7.3. The User must be available to receive calls on the phone number he has indicated on the Padrino Platform. If this phone number is unavailable, the delivery may be canceled by Padrino, and the User may be charged the full price of the Order.

          7.4. The User can ask for the Order to be delivered as soon as possible (Standard Delivery) or schedule the order by specifying a specific delivery time (Scheduled Delivery).

          7.5. Standard Delivery: The User must be present at the location specified in the Order between the moment the Order is created and the receipt of the products specified in the Order. If the User is not available at the address he specified within a maximum of five minutes from the delivery of the ordered products and if the User does not respond even after two attempts to contact made by the delivery person, Padrino can cancel the delivery and charge the User the full price of the Order and delivery.

          7.6. Scheduled Delivery: The User must be present at the specified address within a period of ten minutes before the Scheduled Delivery time until the moment of delivery in order to receive the Scheduled Order.


          8.1.  If the User has not ordered delivery of the Partner's products specified in the Order, but will pick up the Order at the Partner's point of sale, the products can be picked up at the Partner's point of sale for which the User placed the Order. The User will receive a separate electronic confirmation when the products are ready for collection. The Partner or Padrino can set conditions for the identification of the User when picking up the products specified in the Order.

          8.2. The Partner will keep the ordered products for 60 minutes after informing the User that the Order is ready for collection. This obligation of the Partner is limited by the working hours of the Partner's point of sale, and the Order must be taken before the end of the Partner's working hours.

            9. TIME ESTIMATION

            Any delivery, pick-up, or other estimated time communicated to the User by a Partner or Padrino on the Padrino Platform is an estimate of time only. There is no guarantee that an Order will be delivered or available for collection or consumption at the estimated time. Delivery times may also be affected by factors such as traffic conditions, rush hours, and weather conditions.


            10.1. All Intellectual Property Rights in or related to the Padrino Platform as well as all related documentation and all parts and copies thereof shall remain exclusively vested in Padrino and shall be the sole and exclusive property of Padrino and/or its subcontractors/licensors. "Intellectual Property Rights" means copyright and related rights (including database, catalog, and photographic rights), patents, user models, design rights, trademarks, titles, trade secrets, know-how, and any other form of registered or unregistered Intellectual Property Rights.

            10.2. These Terms of Use do not guarantee any Intellectual Property Rights to the User within the Padrino Platform, and all rights not expressly guaranteed by these Terms of Use are the rights of Padrino and its subcontractors/licensors.


            11.1. The Padrino service is only available to persons over 18 years of age.

            11.2. The User will comply with all applicable rules and regulations when using the Padrino Platform, including the rules related to the purchase of alcohol and tobacco products, medicines, and other products whose application is not intended for all ages. To the extent that the delivery of products not intended for use by all ages, such as alcoholic beverages or tobacco products, is available in the country in which the User is located, the User may be refused delivery of products not intended for use by all ages in the event that the User is not in the ability to show the delivery person delivering the Order a valid identification document with a photo issued by the competent state authority, which proves that the User has reached the legal age for purchasing the product. The User may be refused delivery of products whose use is not intended for all ages and in other cases provided for by the applicable rules and regulations in the country in which the User is located, for example for alcoholic beverages, and if the User shows signs of intoxication. In the event that delivery of a product not intended for use by all ages is refused for the reasons described herein, Padrino has the right to charge the User double the value of the delivery fee paid by the User for the relevant Order as compensation for the return of the product.

            11.3. Padrino is constantly developing the Padrino Platform and reserves the right to change or remove various parts of the Padrino Service, including content, products, and availability of Partners on the Padrino Platform, in part or whole.

            11.4. By using the Padrino Platform, the User may encounter content or information that may be inaccurate, incomplete, outdated, misleading, illegal, offensive, or otherwise harmful. Padrino generally does not review Content posted by Partners. Padrino is not responsible for the content and data of third parties (including Partners), nor for any damage caused as a result of using and relying on them.

            11.5. The User is solely responsible for obtaining and maintaining any device or equipment (such as a telephone) and connections necessary to access and use the Padrino Platform and all related costs.

            11.6. By accepting these Terms of Use, the User undertakes not to: (i) use or attempt to use someone else's Padrino User Account and/or access someone else's personal payment data on the Padrino platform or use someone else's payment card when using the Padrino Service, without that person's consent, (ii) reproduce, modify, or create derivative works of the Padrino Platform or any related technology, (iii) use reverse engineering, disassembling, decoding or otherwise attempt to discover the source code of the Padrino Platform or any related technology or any part thereof, (iv) remove any copyright, trademark or other proprietary rights notices contained in or on the Padrino Platform; (v) remove, obscure or obscure any advertising included on the Padrino Platform, (vi) collect, use, reproduce or share data obtained by the Padrino Service without the consent of Padrino, (vii) use robotic or other automated methods to use the Padrino Platform, or ( viii) create a Padrino account using a false identity or the identity of another person; (ix) access the Padrino Platform, except through Padrino's interfaces such as the Padrino App and the Padrino website.

            11.7. Padrino is authorized, at its sole discretion, to remove or suspend the User from the Padrino Service with immediate effect and/or to refuse or cancel any User's Order if: (i) the User abuses the Padrino Platform or causes any damage to the Padrino Platform, Partners, suppliers, Padrino or Padrino's employees, (ii) there is a reasonable suspicion that the User has committed fraudulent activities when using the Padrino platform; (iii) the User submits a fraudulent Order (for example by not paying, not being present at the place of delivery to be able to collect the Order) or otherwise fails to comply with its obligations arising from these Terms of Use; (iv) there is reasonable doubt about the accuracy and authenticity of the Order; or (v) if the User engages in threatening, harassing, racist, sexist or any other behavior that Padrino deems inappropriate towards the Partner or Padrino employees or deliverers. If Padrino cancels an Order that has already been paid for, Padrino will transfer that amount to the same User Account from which the payment was made by the User. Do not use Padrino Services to make a copy of any data.

            11.8. The Controller of the collected personal data of the User is Padrino Tech Group DOO unless otherwise specified. Padrino Tech Group DOO will process all personal data collected by the User in accordance with the Padrino Privacy Statement.

            11.9. The User must comply with the applicable terms of third-party contracts when using the Padrino Platform.


            12.1. These Terms of Use are effective as a binding contract between Padrino and the User until further notice for as long as the User uses the Padrino Platform.

            12.2. The User may terminate the use of the Padrino Platform at any time. Padrino may terminate the provision of the Padrino Services temporarily or permanently at any time.


            13.1. Please note that services on the Padrino Platform may be interrupted or permanently suspended at any time. The services of the Padrino Platform may also be temporarily stopped. Although Padrino makes every effort to provide error-free use of the platform and services in a timely manner (including new and/or temporary services such as contactless delivery, delivery with new technology, or offers of new product categories), Padrino does not make any guarantees regarding reliability, timeliness, quality or suitability of any goods or services provided through the Padrino Platform. Padrino disclaims all representations and warranties not expressly stated in these terms.

            13.2. The Partner is obliged to prepare the Order in accordance with the content ordered by the User and in the time shown on the Padrino platform. If there are any defects in the Order (or delivery of the Order), the User can notify either Padrino's customer service, which acts on behalf of the Partner, through customer support through the "chat" option within the application or website or at support@padrinodelivery.com or contact the Partner directly.

            13.3. Partner is solely responsible for any deficiencies in the ingredients and preparation of the Order or other deficiencies in the execution of the Sale Agreement.

            13.4. The User who has discovered deficiencies in the execution of the Sale Agreement must submit all objections to Padrino or the Partner without delay with clear descriptions of said deficiencies. For Retail Products, notices of defects should be provided within a reasonable time of discovery of the defect, but no later than two months after discovery. Please note that in the event of damage to food products or other perishable or aging products, it is essential that you notify us as soon as possible to enable a proper inspection and confirmation of the defect. In case of defects in Retail Products, you will be compensated in accordance with applicable laws.

            13.3. Padrino excludes all liability for loss or damage that You or any third party may suffer in connection with the Padrino Platform unless caused by Padrino's intent or gross negligence or any other liability that cannot be excluded or limited under applicable law.


            14.1. These Terms of Use are regulated and interpreted in accordance with positive regulations of the Republic of Serbia.

            14.2.  If you are a consumer in the sense of the Law on Consumer Protection, please keep in mind that you cannot be deprived of the rights guaranteed to you in accordance with the mandatory regulations on consumer protection in the Republic of Serbia.

            14.3.  Disputes arising from these Terms of Use will be resolved before the competent court in the Republic of Serbia. The consumer can start proceedings at the competent court of his residence.


            15.1. These Terms of Use are subject to change. In the event of any discrepancies between these Terms of Use and the Terms of Use in English, the Serbian language version of the Terms of Use shall prevail.

            15.2. Padrino will publish the amended Terms of Use on the Padrino website and will notify Users that Padrino's Terms of Use have been amended through the Padrino platform or via e-mail reported by the User. If the User does not agree to the changes to the Terms of Use of the Padrino Platform, he can stop using the Padrino Platform at any time.

            16. ASSIGNMENT OF RIGHTS

            16.1. Padrino is authorized to assign all or any rights or obligations arising from this relationship in whole or in part to an affiliated person or successor or purchaser or acquirer of its business assets in connection with the Padrino Platform without the prior consent of the User.

            16.2. The User is not authorized to assign any rights or obligations arising from this relationship in whole or in part

            Updated: November 15, 2022