GENERAL TERMS AND CONDITIONS

Executive Car Service d.o.o. · version 2026-10-v3

1. Service provider

The services under these General Terms and Conditions are provided by:

Car rental company and other services Executive Car Service d.o.o. Padinska Skela

Short name: Executive Car Service d.o.o. (hereinafter: ECS)

Registered office: Glogonjski rit 12, 11000 Padinska Skela, Belgrade, Republic of Serbia

Tax ID (PIB): 106615979

Company registration number: 20645202

Limousine service license: XXXIV-06 no. 344.05-14/19

Phone: +381 63 282-900

Email: [email protected]

Website: https://ecs-serbia.com

Customer service hours: every day, 00:00 to 24:00

2. Scope

These General Terms and Conditions (hereinafter: Terms) govern the relationship, rights and obligations between ECS as the service provider and its clients as service users, in accordance with the applicable laws of the Republic of Serbia.

All deliveries and services of ECS, including passenger transport services, are governed exclusively by these Terms. The Terms also apply to all future services.

The Terms do not apply where ECS and the client have reached a specific agreement set out in a contract, an official document or in writing. In that case the contract takes precedence over the Terms.

Any deviation from the Terms has legal effect only if approved by ECS in advance in writing, and applies only to that case. ECS employees and chauffeurs are not authorized to assume obligations of any kind on behalf of ECS.

By using the services of ECS, the customer and the persons transported (hereinafter: passenger), whether natural or legal persons, agree to comply with these Terms.

3. Basis of the contract

Services are agreed and performed on the basis of individual client orders. An order may be placed through the website and the automated assistant (chatbot), by phone, by email, via WhatsApp or through other direct communication.

ECS confirms every accepted order in writing: by email, by WhatsApp or SMS message, or by formal letter. A service not confirmed in this way does not bind ECS. If the client has not received a confirmation and has not cancelled the request, the confirmation is deemed duly received.

ECS sends the client the chauffeur’s name and mobile number and the vehicle’s license plate the evening before the booking.

ECS does not undertake to verify data, documents or information provided by the client. The client is responsible for ensuring that the data on which the service is based matches their needs.

4. Services and what is included in the price

ECS provides non-scheduled passenger transport with a chauffeur:

Airport transfer: transport from Belgrade Nikola Tesla Airport to an address in Belgrade and the surrounding area, or from an address to the airport
Vehicle with chauffeur at your disposal (limousine service): by the hour, half day or full day, as well as business trips charged per kilometre
Chauffeur service: an ECS chauffeur drives the client’s vehicle
Special occasions: weddings, business events, delegation transport, classic cars and stretch limousines

Vehicles are offered in the following categories: Comfort class, Business class, First class, First class NEW MODEL, VAN, Business VAN, Minibus, Stretch limousine and Classic cars. The vehicle model in each category is stated in the price list.

The price of every service includes: the chauffeur, fuel, parking, road and bridge tolls in the Republic of Serbia, passenger insurance during transport, in-vehicle Wi-Fi, phone chargers, water and refreshing wipes, meet & greet with a name sign, real-time flight tracking for airport transfers, and the free waiting time under Section 9. There are no surcharges for night rides, weekends or holidays. A stop along the route to the destination is not charged extra.

The price does not include: additional hours beyond the agreed package, additional stops and route changes beyond those agreed, excess mileage, the Fast Track service at the airport, gratuity, drinks and snacks of the client’s choice, any overnight stay and meals of the chauffeur on multi-day bookings, and costs expressly ordered by the client during the ride.

5. Prices, currency and tax

Prices are set according to the current ECS price list published on the website. Prices in the price list are stated in Serbian dinars (RSD), excluding VAT.

Value added tax at the rate of 10 percent, which applies to passenger transport services, is added to all prices in the price list. Each price in the price list is also shown with VAT, which is the amount the client pays. The amount shown to the client before payment and charged includes VAT and is expressed in dinars, to two decimal places. Apart from VAT and the items under Section 4 expressly ordered by the client during the ride, there are no additional or hidden costs.

Payment is made exclusively in dinars (RSD). Prices may also be shown in euros for information only; the amount in euros is purely informative and is not the amount charged.

Prices in the price list are set in dinars and do not depend on the daily exchange rate.

Before payment, the client is shown a specification containing: the name of the service, the route, the date and time of pick-up, the vehicle category and model, the number of passengers, the unit price, quantity, tax base, VAT amount and total amount payable.

For a vehicle with chauffeur at your disposal, the package is determined by whichever limit is reached first, time or mileage, and is rounded up to the next package. A half day covers up to 5 hours and up to 100 km, and a full day up to 10 hours and up to 150 km; after that, the booking may continue at an extra charge for each started hour. For minibuses and coaches, the chauffeur may change.

Currency conversion statement

All payments will be made in the local currency of the Republic of Serbia, the dinar (RSD). The middle exchange rate of the National Bank of Serbia is used to show prices in other currencies for information. The amount charged to your card will be expressed in your local currency through conversion at the exchange rate used by the card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price stated on our website.

6. Booking and payment

The client books a service through the website, the automated assistant (chatbot), by phone, by email or via WhatsApp, stating: the route, the date and time of pick-up, the flight number for airport transfers, the number of passengers and luggage (large suitcases and hand luggage separately), the age of any children travelling, first and last name, phone number, email address and residential address. The address is collected because it is a mandatory element of the payment confirmation that ECS issues in accordance with the bank’s rules.

The procedure is as follows:

Based on the data entered, ECS sends an offer that is not legally binding but informative. The offer contains an order identification number (format ECS-YYYYMMDD-XXXX).
The client reviews the service specification, confirms that they have read these Terms and proceeds to card payment through the secure payment system of Banca Intesa ad Beograd. Legal entities may pay by bank transfer on the basis of a proforma invoice.
After successful payment, quoting the order identification number, ECS undertakes to perform the service and sends the client a confirmation by email and, if the client has enabled it, via WhatsApp.
For every paid service, ECS issues a fiscal receipt and sends it to the email address provided by the client.

New clients pay for the service before it starts; the booking is fully confirmed once the full amount is paid. Regular clients may also pay the chauffeur by card through a POS terminal at the end of the ride. ECS offers legal entities a contract with monthly invoicing.

The payment link is valid for the limited time stated with the offer; after that, the offer is considered withdrawn and the client may request a new one.

Bookings less than 24 hours before pick-up

For bookings with a pick-up less than 24 hours away, ECS first checks vehicle availability and does not immediately issue a payment request. After checking, ECS informs the client whether it can accept the order and, if so, sends the payment link.

Changes to a paid booking

When the client requests a change to a service already paid under an identification number, ECS reserves the right to change the price or cancel the agreed obligation. The procedure is: the client cancels the existing order by its identification number, states the number of the cancelled order in the new request so the transaction can be identified, and the change is final upon receipt of ECS confirmation. If the change significantly alters the service (more than 7 km of route, a change of vehicle category, an additional address or a change in the number of passengers departing from different locations), ECS reserves the right to change the price and sends a new offer with an identification number for the additional amount.

ECS is not responsible for payment delays or technical problems with cards and banks. The booking is considered completed after the funds are received and the client is notified that the order has been paid.

7. Cancellation, changes and refunds

7.1. How to cancel

A booking is cancelled by stating the order identification number: in a chat with the assistant on the website, by replying to the WhatsApp message containing the confirmation, by email to [email protected] or by phone at +381 63 282-900. The cancellation is effective when ECS receives the request; for electronic messages, the time of receipt by ECS applies. The client receives a cancellation confirmation by email.

7.2. Deadlines and fees

Free cancellation deadlines, counted from the agreed pick-up time:

Comfort, Business and First class and VAN vehicles: more than 24 hours before pick-up
Minibus (Sprinter), bookings with more than one vehicle and multi-day bookings: more than 48 hours before pick-up
Stretch limousines and classic cars: more than 5 days before pick-up, because these vehicles are specially prepared for the date and cannot be offered to another client at short notice

With free cancellation, the full amount paid is refunded. For cancellations after these deadlines, the full amount is charged and there is no right to a refund.

For weddings and private events, the deposit paid is non-refundable.

The deadline is counted from the agreed pick-up time, not from the flight time.

7.3. If the client does not show up

If the client does not appear at the agreed place after the free waiting time under Section 9, ECS contacts the client or the person who made the booking. If ECS cannot reach anyone, the chauffeur leaves the location, the service is deemed performed and is charged in full.

7.4. If ECS cancels the service

If ECS cannot perform the service (vehicle breakdown, traffic accident, chauffeur illness, force majeure), it informs the client without delay and offers a replacement vehicle of the same or higher category at no extra cost; if the client does not accept the replacement, the full amount paid is refunded.

7.5. Changing a booking

A change of pick-up time, address or vehicle is free of charge if requested more than 24 hours before pick-up and if the requested vehicle is available. If the change means moving to a higher price category, the difference is paid under the procedure in Section 6; if it means moving to a lower category, the difference is refunded under Section 7.6. A change requested less than 24 hours before pick-up is treated as a cancellation.

7.6. How refunds are made

Refunds are made by the same method as the payment. For card payments, the refund goes to the account of the card used; ECS initiates the refund within 3 working days of accepting the request, and the time until it is posted depends on the card-issuing bank, usually from a few days to two weeks. For bank transfers, the refund is made to the account from which the payment was made, within 5 working days. ECS issues a fiscal refund document for every refund.

In the event of a return and refund to a customer who previously paid with a payment card, in part or in full and regardless of the reason, ECS is obliged to make the refund exclusively through the VISA, EC/MC and Maestro payment methods, which means that the bank will refund the funds to the cardholder’s account at the merchant’s request.

Refunds are made in dinars (RSD). If payment was made with a card issued in another currency, the amount approved by the issuing bank may differ slightly from the amount originally charged due to the exchange rate difference at the time of the refund.

8. Refusal and limitation of transport

ECS reserves the right to refuse or stop providing the service at any time if there is a risk to passengers, employees or ECS resources. In extraordinary circumstances, traffic changes and natural disasters, ECS reserves the right to change the time, route, vehicle or other element of the service when this is in the best interest of passengers and employees.

ECS does not request or collect data on passengers’ health. If a passenger has a special need that affects the ride itself (a wheelchair or other aid, need for extra space, an adapted vehicle, a companion, a child seat), it is enough to state that need when booking so that ECS can provide a suitable vehicle and organize the ride. Stating it is voluntary and relates only to the transport need; ECS does not ask for a diagnosis, therapy or medical records. If a special need is not stated when booking, ECS cannot guarantee that the available vehicle will be suitable. ECS chauffeurs are not medical staff and do not provide medical care or help with taking medication.

ECS may refuse to carry persons whose behaviour or condition endangers traffic safety, persons posing a security risk and persons carrying out unlawful acts as part of the service, even when the service has been confirmed. In the event of an investigation by the competent authorities, the business confidentiality provision does not apply.

A child travelling without a parent may use ECS services only with the written consent of both parents or the legal guardian. Children under 6 may not use ECS services alone without the supervision of a parent or legal guardian; ECS may provide a supervising escort for an extra charge, and the escort may also be a minor over 14 years of age. A user ordering transport for an unaccompanied child must hold the appropriate documents or provide documentation showing that they are the child’s guardian. Within the basic service, ECS chauffeurs cannot entertain or supervise children; the guardian or escort is responsible for the children’s behaviour.

Child seats for all ages are available on request and must be stated when booking. One child seat is free of charge; additional seats are charged.

9. Pick-up time, waiting and delays

For transfers to the airport, ECS suggests a pick-up time based on the distance, estimated travel time and time needed for check-in; within Belgrade, pick-up is usually 2.5 hours before the departure time. The suggestion is a recommendation; the client chooses the final pick-up time and bears the risk if they choose a later time than suggested.

For transfers from the airport, ECS tracks the actual landing time of the flight stated by the client. A change in landing time not caused by the client’s error is not charged. If the flight is cancelled or diverted, the transfer is not charged.

Free waiting time after landing at the airport is 60 minutes from the actual landing time. After that, waiting is charged at the transfer rate for that vehicle, for each started hour. If there are objective reasons for delay when disembarking (customs, document checks, lost luggage), the client informs ECS by SMS or WhatsApp and that waiting time is not charged.

At other locations, the free waiting time is 15 minutes from the agreed pick-up time. After that, waiting is charged at the transfer rate for that vehicle, for each started hour. If the client is not at the pick-up location, Section 7.3 applies.

Punctuality guarantee

If we are late, the ride is free. A delay means the vehicle arriving more than 10 minutes after the actual landing time at the airport, or more than 5 minutes after the agreed pick-up time at an address and for hourly bookings. For weddings, the vehicle is at the address 15 minutes before the agreed time, and any delay beyond the agreed time counts as late.

Traffic, vehicle breakdown, chauffeur illness and scheduling errors are the responsibility of ECS, and the guarantee applies. The following do not count as late: a change of time, place or number of passengers less than 2 hours before pick-up; incorrect information received from the client (wrong terminal, address, flight number or time); road closures ordered by the authorities, natural disasters, a state of emergency or a traffic accident on the only possible route, confirmed by an official source; and the passenger leaving the terminal or building later.

ECS applies the guarantee itself, without a request from the client. If the ride has not yet been invoiced, it is not invoiced; if it has already been paid, the amount is refunded under Section 7.6 or deducted from the next invoice, at the client’s choice. The guarantee applies to the ride that was late, not to the whole booking, and applies to services ECS performs with its own vehicles and chauffeurs. If the service does not take place because of an ECS delay, the full amount is refunded.

10. Client obligations

The client must:

state all addresses, flight numbers and routes accurately and completely, as well as any change to them; all changes to the original agreement apply only after written confirmation by ECS
be at the agreed place at the agreed time
use the vehicle with due care and not distract the chauffeur while driving
not smoke, eat or consume alcohol or other substances in the vehicle and not behave in a way that endangers safety; the exception is weddings, where alcohol may be consumed in moderation
follow the instructions of ECS staff on the use of the service and the vehicle
obtain the necessary travel documents (passport) and visas and comply with the regulations of the countries they travel through

If a passenger’s behaviour endangers the vehicle, persons or property, or distracts the chauffeur, ECS has the right to take necessary measures, including asking the passenger to leave the vehicle, and to initiate legal action for offences committed in the vehicle. ECS is not liable for the consequences of incorrect information entered by the client, including a missed flight due to an incorrectly stated time or address.

The client is liable for damage that they or the passengers cause to the vehicle and for fines and costs incurred by ECS due to passengers’ failure to comply with regulations. Soiling that requires professional interior cleaning is charged at a flat fee equal to the dinar equivalent of 150 EUR at the middle exchange rate of the National Bank of Serbia on the day of payment. Damage is charged at the actual cost of repair at an authorized service. If the vehicle cannot be used while it is being cleaned or repaired, a fee equal to that vehicle’s full-day rate is charged for each day out of service. Every case is documented with photographs and a written report sent to the client.

11. Luggage

The passenger is entitled to carry luggage free of charge within the capacity of the chosen vehicle stated in the price list. Capacity refers to large suitcases; hand luggage carried in the cabin does not reduce capacity. A folding wheelchair counts as one piece of luggage. Skis, golf equipment, bicycles, instruments and other bulky items require a suitable vehicle, which must be stated when booking; ECS then provides a larger or additional vehicle at an extra charge.

ECS reserves the right to refuse to carry luggage if there is not enough space to stow it safely, if it is suspected of containing items that endanger safety (flammable and explosive devices) or prohibited goods (narcotics, antiques, materials prohibited by law), if it exceeds the permitted vehicle load, or if it cannot be stowed safely due to its nature and size.

Firearms and ammunition, other than hunting and sporting weapons, are not carried. Hunting and sporting weapons are accepted as registered luggage, unloaded, locked and packed.

Luggage and valuables must not be left unattended in the vehicle; ECS is not liable for them even when the passenger leaves the vehicle briefly. This also applies to confidential documents and data storage devices.

ECS keeps forgotten or lost items for three weeks from the end of the service and contacts the client through the channel used to book the service. If the client reports a missing item within 10 minutes of drop-off, its return is free of charge; after that, delivery costs are charged. After three weeks, items are handed over to the competent lost property office. Items are handed over only to a person who proves their right to them, in the condition in which they were found.

At the end of the service, the client must check their luggage and the passenger compartment; complaints about damaged luggage are accepted at the place where the service ends.

12. Transport of animals

ECS vehicles may carry domestic, tame animals used to the proximity of people and to indoor spaces, under the following conditions: the animal is properly placed in a carrier and has valid health certificates, vaccination records and other documents required by the country of destination or transit. The client must inform ECS in writing when booking about the animal, its size, temperament and needs. Small dogs travel free of charge, and a surcharge applies for larger dogs. ECS reserves the right to stop the service if the animal endangers safety. Assistance dogs are always welcome.

The client is responsible for the animal’s behaviour and any damage it causes, as well as for fines and costs incurred by ECS due to missing documents. The transport of rare and legally protected species and animals requiring special conditions or veterinary care is prohibited. ECS is not liable for injury, loss, illness or death of the animal unless caused by ECS negligence.

13. Vehicle replacement and subcontractors

For justified reasons (breakdown, traffic accident, force majeure), ECS reserves the right to provide another vehicle of the same or higher category at no extra cost. The client is informed of any change of vehicle or chauffeur before pick-up. Replacement with a lower-category vehicle is made only with the client’s consent and a proportional price reduction. Vehicles in the Classic cars and Stretch limousine categories are not replaced automatically.

ECS reserves the right to engage subcontractors within its business activity. All subcontractors work to ECS standards, and ECS bears full responsibility for the organized service. ECS is not obliged, at the client’s request, to engage subcontractors or persons who do not meet its standards and legal requirements.

14. Insurance

ECS provides the insurance required by law for employees, passengers and property. Additional luggage and passenger insurance may be arranged on special written request before the service is defined. Chauffeurs are not authorized to arrange this part of the service.

15. Payment and transaction data protection

Payment is made by card through the secure payment system of Banca Intesa ad Beograd, by card through a POS terminal in the vehicle (for regular clients) or, for legal entities, by bank transfer on the basis of a proforma invoice or invoice. Cards of the brands listed on the website are accepted (Visa, MasterCard, Dina). When paying by card via a link, the client is redirected to the bank’s page; ECS never receives, processes or stores card data.

When entering card data, confidential information is transmitted over the public network in protected (encrypted) form using the SSL protocol and PKI system, currently the most advanced cryptographic technology. Data security during purchase is guaranteed by the card processor, Banca Intesa ad Beograd, so the entire payment process takes place on the bank’s pages. At no time is card data available to our system.

For services paid after performance (contract clients), the payment term is stated on the invoice; late payment incurs statutory default interest. ECS reserves the right to issue proforma and interim invoices as the basis for providing the service, and to charge more complex services on one or more invoices. For an invoice to a legal entity, the client provides the company name, address and tax ID (PIB).

16. Complaints

16.1. When to file a complaint

A complaint may be filed if the service was not performed or not performed as agreed, for example: the vehicle did not arrive or was late through no fault of the client, a lower-category vehicle arrived without the client’s consent, an amount higher than agreed was charged, the service was not performed on the agreed route, or there is an objection to the chauffeur’s conduct. Cancelling a booking before pick-up is not a complaint; Section 7 applies.

16.2. How to file

A complaint may be filed by email to [email protected], by phone at +381 63 282-900, by post to Executive Car Service d.o.o., Glogonjski rit 12, 11000 Padinska Skela, Belgrade, or through the assistant on the website. Customer service is available every day from 00:00 to 24:00.

16.3. What a complaint contains

For faster resolution, the client states: the order identification number (ECS-YYYYMMDD-XXXX, shown on the confirmation and the receipt), first and last name and contact details, the date and route of the ride, a description of the objection, what they request (refund, price reduction or re-performance of the service) and evidence, if any. The receipt or other proof of purchase is attached to the complaint; if the client does not have it, ECS finds it in its records by order number or phone number.

16.4. Deadlines

ECS confirms receipt of the complaint without delay, no later than the next working day, replies in writing within 8 days of receipt, and resolves an accepted complaint within 15 days of filing, in accordance with the Serbian Consumer Protection Law. If ECS accepts the complaint, the reply states how and by when it will be resolved; if it rejects it, it explains why. The reply is sent to the email address from which the complaint was received or to the address from the booking.

16.5. Records and refunds

ECS keeps records of complaints received, with data on the complainant, date of receipt, content, reply and resolution, and stores them in accordance with regulations. If a complaint results in a refund, the refund is made under Section 7.6.

16.6. If the client is not satisfied with the reply

A client who is a consumer may initiate out-of-court dispute resolution under Section 20; ECS is obliged to participate in that procedure.

17. Personal data protection and business confidentiality

The processing of personal data is governed by the Privacy Policy, which forms an integral part of these Terms.

Any communication containing specific information about the client’s resources or needs is considered a business secret, including communication that did not result in a business arrangement. ECS employees are bound by confidentiality agreements. At the client’s request, ECS also signs a separate non-disclosure agreement (NDA). The client has the right to request deletion of communication related to a performed and paid service; the exception is financial documentation that ECS must keep by law.

In a vehicle under the supervision of an ECS employee, the use of technical devices for tracking, eavesdropping or jamming telecommunications is prohibited. If the client needs such equipment, they must inform ECS in their first request; the equipment is installed and removed at an authorized service, in the presence of a responsible ECS representative.

18. Automated assistant

ECS uses an automated assistant on the website and on WhatsApp to receive enquiries and bookings, as well as automated email and WhatsApp messages for confirmations and reminders. The client may ask to speak with an ECS employee at any time. The automated assistant does not conclude contracts that deviate from the published price list and these Terms.

19. Liability

ECS is liable for damage caused intentionally or by gross negligence, in accordance with the laws of the Republic of Serbia. ECS is not liable for delay or non-performance of the service caused by circumstances beyond its control, including weather conditions, road closures, traffic accidents caused by third parties, strikes and decisions of the competent authorities. The punctuality guarantee under Section 9 applies in addition to this.

20. Dispute resolution

These Terms are governed by the laws of the Republic of Serbia. The parties will try to resolve all disputes amicably.

A client who is a consumer has the right to initiate out-of-court consumer dispute resolution before a body entered in the List of Bodies for Out-of-Court Resolution of Consumer Disputes kept by the Ministry of Internal and Foreign Trade of the Republic of Serbia. The list and the platform for submitting requests are available at https://vansudsko.must.gov.rs/. The consumer chooses the body from the list; ECS is obliged by law to participate in the out-of-court dispute resolution procedure. The procedure is free of charge for the consumer and lasts no longer than 90 days. Initiating this procedure does not exclude the consumer’s right to apply to the competent court according to their place of residence.

For disputes with legal entities, the Commercial Court in Belgrade has jurisdiction.

21. Amendments and validity

ECS reserves the right to amend these Terms. Each booking is governed by the version of the Terms in force and accepted by the client at the time of payment; the version is recorded with each order.

These Terms are drafted to make it easier for the client to use the services, to inform them of their rights and obligations and to allow needs beyond the standard service to be agreed in advance. The document is legally binding on both parties, unless otherwise agreed in writing.

In case of any discrepancy between the Serbian and English versions, the Serbian version prevails.

Version: 2026-10-v3. Effective date: the day of publication on the website.