Terms of Use

These Terms of Use (hereinafter: "Terms") govern the use of the informational website primestay.rs, the SaaS platform at app.primestay.rs, and the iOS and Android mobile apps (collectively: "Platform"), owned and operated by Filip Ivanović PR PrimeStay, Katanićeva 18, Belgrade, Republic of Serbia (VAT ID: 115504426, Company ID: 68417422).

By using the website, Platform or mobile app, or by creating a user account, the user confirms they have read, understood and accepted these Terms in full. If you do not accept these Terms, you are not authorised to use the website, Platform or mobile apps.

PrimeStay provides two types of services: (a) property management services for short-term rentals, governed by a separate agreement; and (b) a short-term rental management software platform (PMS), available via subscription as described in these Terms.

Platform: The SaaS application at app.primestay.rs and the iOS and Android mobile apps for short-term rental management.

User / Organisation: A legal entity or individual who creates an account on the Platform and uses it under a chosen subscription plan.

Subscription: A time-limited, paid licence to use the Platform under one of the available plans (Starter, Pro, Business).

Plan: A package of features and limits (number of properties, users and available modules) chosen by the user at registration or changed subsequently.

User Data: All data entered by the user into the Platform: bookings, guests, properties, costs, tasks, payouts and other operational data.

Fee: Monthly or annual subscription denominated in euros (€), at the rate defined in the current pricing on primestay.rs.

Paddle: Paddle.com Market Ltd, Merchant of Record (MoR) and authorised reseller of PrimeStay software products.

To use the Platform you must create an organisational account via the registration form. One account corresponds to one organisation (agency or individual user). Registering an organisation automatically creates the first user account with the ADMIN role.

Users must be at least 18 years old and must provide accurate, complete and up-to-date information during registration. PrimeStay reserves the right to suspend or terminate any account found to be registered on the basis of inaccurate or false data.

Credentials (email and password) must be kept confidential and must not be shared with persons outside your organisation. The user is responsible for all activities carried out through their account and must notify us without delay of any unauthorised access.

PrimeStay may refuse registration or terminate an account without prior notice if there is suspicion of abuse, breach of these Terms or applicable law.

The Platform is charged via monthly or annual subscription at the rates published on primestay.rs. Currently available plans:

Starter: €7.99 monthly or €79.99 annually — up to 2 properties, 2 users.

Pro: €17.99 monthly or €179.99 annually — up to 5 properties, 5 users.

Business: €34.99 monthly or €349.99 annually — up to 10 properties, 10 users. For larger portfolios, contact info@primestay.rs.

All prices are in euros (€). VAT is automatically calculated based on the buyer's location.

New organisations receive a 14-day trial at no charge, with access to all Pro features during the trial period.

Billing is charged in advance at the start of each billing period (month or year). The subscription renews automatically at the end of each period unless cancelled before the renewal date.

PrimeStay reserves the right to change prices with prior notice to the user via the email address registered on the account, at least 30 days before the changes take effect. Continued use of the Platform after the notice period constitutes acceptance of the new prices.

Plan upgrades take effect immediately and the price difference is charged pro rata. Downgrades take effect from the start of the next billing period; no refund is issued for the price difference in the current period.

If you exceed the plan limits (number of properties or users) you will be notified. New mutations (creating new properties or users above the limit) will be blocked until you upgrade the plan or remove the excess.

In the event of a failed payment, Paddle and PrimeStay may suspend access to the Platform until the outstanding amount is settled. The user will be notified by email.

All payments for the Platform are processed by Paddle.com Market Ltd, acting as Merchant of Record (MoR) and authorised reseller of PrimeStay software products. By purchasing a subscription, the user enters into a contractual relationship with Paddle, which is responsible for payment processing, billing disputes and issuing invoices. Paddle's Buyer Terms are available at paddle.com/legal/buyer-terms and are accepted at the point of each purchase.

PrimeStay never receives, processes or stores user payment card data. All payment data is handled exclusively by Paddle in accordance with PCI DSS security standards.

Paddle automatically calculates, collects and remits VAT and other local taxes to the relevant authorities based on the buyer's location. Invoices and payment confirmations are issued by Paddle on behalf of PrimeStay. For B2B buyers who provide a valid VAT number, the reverse charge mechanism applies — VAT is not charged on cross-border transactions.

Billing is NOT processed via Apple In-App Purchase or Google Play Billing. All subscriptions are processed through Paddle on the web interface, even when you use the app on iOS or Android. Neither Apple nor Google receives any commission from your subscription and neither mediates the transaction.

For all questions regarding billing, invoices, payment status or disputed transactions, users may contact Paddle at support.paddle.com or the PrimeStay team at support@primestay.rs.

In accordance with EU consumer protection regulations and Paddle's refund policy (paddle.com/legal/refund-policy), users have the right to a refund within 14 days of the date of first purchase (statutory right of withdrawal from a distance contract). This right lapses before 14 days if access to the Platform has been activated with the user's prior explicit consent and the user has acknowledged that the right of withdrawal is thereby waived.

For a first purchase (new account or new subscription), the user may request a full refund within 14 days of access activation without providing a reason (paritet with the EU statutory withdrawal right under Art. 16(m) of Directive 2011/83/EU). Requests should be sent to support@primestay.rs or directly to Paddle. Paddle processes approved refunds within 14 days of approval.

Recurring subscription renewals are not eligible for refunds, except as required by law. In the event of a billing error or duplicate charge, refunds are resolved as a priority.

Users may cancel their subscription at any time. To take effect before the next billing date, cancellation must be completed at least 48 hours before that date. Cancellation takes effect at the end of the current billing period — the user retains full access until then, after which the account enters read-only mode (view existing data without creating new entries).

If a user downgrades to a lower plan, the change takes effect from the next billing period. No refund is issued for the price difference in the current period.

If PrimeStay permanently discontinues a particular plan or the Platform, users will be offered an alternative or a proportional refund of pre-paid fees.

The Platform is intended solely for short-term rental (STR) management and related business activities. Any other use requires prior written approval from PrimeStay.

The following are prohibited: (a) sharing account access with persons outside the organisation; (b) attempting unauthorised access to third-party data or systems (including attempts to bypass multi-tenant isolation); (c) entering false, malicious or offensive data; (d) attempting to reverse-engineer, decompile, disassemble or modify the Platform code; (e) automated data extraction (scraping) or using bots/scripts that burden the system; (f) sending spam or unsolicited messages through the Platform; (g) attempting to circumvent plan limits; (h) reselling or sublicensing the Service to third parties without written consent; (i) using the Platform for purposes that violate applicable law or third-party rights.

PrimeStay reserves the right to suspend an account that violates these rules without prior notice, and in the case of serious breaches, to permanently terminate access without refund.

All data entered by the user into the Platform (bookings, guests, properties, costs, notes, etc.) remains the exclusive property of the user. PrimeStay makes no claim to that data and does not use it for commercial purposes beyond providing the service.

PrimeStay processes user data solely for the purpose of providing the Platform service, in accordance with the Privacy Policy and applicable data protection law (GDPR and the Serbian Personal Data Protection Act).

Upon account deletion or subscription expiry, PrimeStay retains user data for 30 days, during which the user may request a data export in a structured format (JSON). After that period the data is permanently deleted, except accounting records that we are legally required to keep for 10 years.

PrimeStay applies technical and organisational data protection measures appropriate to the risk, but cannot guarantee absolute security in the event of attacks or technical incidents beyond reasonable control.

PrimeStay targets 99.5% monthly Platform availability, but does not guarantee uninterrupted operation. Planned maintenance will be announced at least 24 hours in advance.

The availability target does not cover outages caused by: (a) your actions (misconfiguration, exceeding limits, prohibited use); (b) problems with your internet connection; (c) force majeure events (cyber attacks, natural disasters, etc.); (d) actions of our suppliers (cloud provider, Paddle, Resend) beyond our control.

Automatic database backups are made daily and retained for 30 days. In the event of data loss due to technical failure, we will attempt restoration from the most recent backup. We are not liable for losses caused by your actions (accidental deletion, misconfiguration).

Customer support is provided via email (support@primestay.rs) and the contact form on primestay.rs. Response times depend on the chosen plan. Priority support is available to Business plan users.

PrimeStay reserves the right to modify Platform features, with the obligation not to remove key features included in the chosen plan without prior user notification.

The Platform, its code, design, architecture, algorithms, logos and all accompanying materials are the exclusive intellectual property of Filip Ivanović PR PrimeStay and are protected by applicable copyright and related rights law.

A subscription grants the user a non-exclusive, non-transferable licence to use the Platform for the duration of the subscription, solely for the organisation's internal business purposes.

The content, design and visual elements of the primestay.rs website and the mobile app are the exclusive property of PrimeStay. Copying, redistribution or publication without written permission is not permitted.

If you send us suggestions, feedback or ideas regarding the Platform, you grant us a non-exclusive, worldwide, perpetual right to use them without any obligation to pay compensation.

The Platform is provided "as is" and "as available". PrimeStay does not warrant that the Platform will always operate without errors, that it will meet all specific business needs, or that analytics or calculations will be absolutely accurate.

PrimeStay is not liable for: (a) loss of revenue, profit, data or business opportunity; (b) indirect, incidental or consequential damages; (c) data loss due to user error; (d) decisions made by the user based on Platform data; (e) damage caused by cyber attacks or force majeure events; (f) damages caused to third parties (including your guests).

To the maximum extent permitted by law, PrimeStay's total liability to the user, on any basis, is limited to the fees paid in the last 12 months preceding the event giving rise to liability.

The limitations in this section do not apply in cases of PrimeStay's intentional misconduct or gross negligence, nor to the extent that exclusions of liability are prohibited by applicable law.

You agree to indemnify and hold PrimeStay (and its directors, employees and partners) harmless from any third-party claims (including those by your guests) arising from: (a) your use of the Service in breach of these Terms; (b) content you entered into the Platform; (c) your violation of law or third-party rights; (d) breach of your obligations as controller of guest data under the GDPR and the Serbian PDPA.

Property management services (operations, guests, cleaning, revenue optimisation and similar) are not governed by these Terms. The terms of cooperation for such services are defined by a separate, written agreement between PrimeStay and the property owner.

The primestay.rs website provides only an informational description of these services. Content on the website does not constitute an offer in the legal sense.

The contact form on the website is for submitting enquiries, not for concluding agreements. Cooperation takes effect only upon signing a separate agreement.

Users may terminate these Terms by cancelling their subscription and deleting their account via settings. Termination takes effect at the end of the current billing period.

PrimeStay may terminate access, with or without prior notice, in the event of: (a) breach of these Terms; (b) non-payment for more than 14 days; (c) fraudulent registration; (d) abuse of the Service or activities that harm PrimeStay or third parties; (e) legal obligation.

Upon termination, the user loses access to the Platform. Data is retained for 30 days from the termination date, during which the user may request an export. After that period the data is permanently deleted (except accounting records we are legally required to retain).

PrimeStay reserves the right to amend these Terms. Users will be notified of material changes via the email address registered on their account or via an in-app notice, at least 30 days before the changes take effect.

Continued use of the website, Platform or mobile app after the notice period constitutes acceptance of the amended Terms. If a user does not accept the changes, they may cancel their subscription before the changes take effect.

The current and binding version of the Terms is always available at primestay.rs/terms.

These Terms and all disputes arising from them are governed by the law of the Republic of Serbia. This provision does not affect consumer rights granted to you by the law of your country of residence.

The courts in Belgrade, Republic of Serbia, have jurisdiction over disputes arising in connection with these Terms.

Before initiating court proceedings, the parties will attempt to resolve the dispute amicably within 30 days of written notice of the dispute.

The PrimeStay mobile app is distributed through the Apple App Store (iOS devices, owned by Apple Inc.) and Google Play (Android devices, owned by Google LLC). By installing or updating the app, you agree to the terms of the relevant store (Apple Media Services Terms / Google Play Terms of Service), in addition to these Terms.

PrimeStay subscriptions are not purchased through Apple In-App Purchase or Google Play Billing. All payments are processed through our provider Paddle.com Market Ltd via the web interface. Neither Apple nor Google receives any commission from your subscription and neither mediates the transaction.

Apple and Google do not provide, control or maintain the content of this app. The sole provider of the Service is Filip Ivanović PR PrimeStay For any issue related to the app, contact support@primestay.rs — not Apple/Google support.

The mobile app requests only the minimum permissions required to operate (internet, optional notifications, optional filesystem access for exports). Details are described in the Privacy Policy.

This section applies only to users of the iOS app. Apple Inc. requires the following clauses to be included in the terms of use of every app distributed through the App Store.

18.1 Acknowledgment: This EULA is concluded between you (the user) and Filip Ivanović PR PrimeStay only, and not with Apple Inc. PrimeStay is solely responsible for the iOS app and its content.

18.2 Scope of Licence: The licence granted to you for the iOS app is non-transferable, limited to Apple-branded products that you own or control, and subject to the Usage Rules set forth in the Apple Media Services Terms.

18.3 Maintenance and Support: PrimeStay is solely responsible for providing any maintenance and support services for the iOS app. Apple has no obligation to furnish any maintenance and support services with respect to the app.

18.4 Warranty: PrimeStay is solely responsible for any product warranties for the iOS app, whether express or implied by law, to the extent not effectively disclaimed. If the app fails to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any — our app is free to download); Apple will have no other warranty obligation. Any other claims, losses, liabilities, damages, costs or expenses attributable to any failure to conform to any warranty will be the sole responsibility of PrimeStay.

18.5 Product Claims: PrimeStay, not Apple, is responsible for addressing any user or third-party claims relating to the iOS app or the user's possession and/or use of it, including but not limited to: (i) product liability claims; (ii) any claim that the app fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection, privacy or similar legislation, including in connection with the app's use of the HealthKit and HomeKit frameworks (which PrimeStay does not use).

18.6 Intellectual Property Rights: In the event of any third-party claim that the iOS app or the user's possession and use of that app infringes that third party's intellectual property rights, PrimeStay, not Apple, will be solely responsible for the investigation, defence, settlement and discharge of any such claim.

18.7 Legal Compliance: You represent and warrant that: (i) you are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a "terrorist supporting" country; and (ii) you are not listed on any U.S. Government list of prohibited or restricted parties.

18.8 Developer Name and Address: For any questions, complaints or claims concerning the iOS app, contact the developer at: Filip Ivanović PR PrimeStay, Katanićeva 18, Belgrade, Republic of Serbia. Email: support@primestay.rs.

18.9 Third-Party Terms: You acknowledge that you must accept the terms of any relevant third-party agreements (e.g. Paddle Buyer Terms for billing) when using the app.

18.10 Apple as Third-Party Beneficiary: You acknowledge and agree that Apple and Apple's subsidiaries are third-party beneficiaries of these Terms, and that upon your acceptance of these Terms, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.

For any questions regarding these Terms, please contact us at: support@primestay.rs (technical support, privacy requests, billing) or info@primestay.rs (sales, Managed Service, demo).

Filip Ivanović PR PrimeStay, VAT ID: 115504426, Company ID: 68417422, Katanićeva 18, Belgrade, Republic of Serbia.