1.1. These Terms of Service (hereinafter: "Terms") govern the rules for accessing and using the PayChat chatbot available on the Viber platform (hereinafter: "Service" or "PayChat").
1.2. The Service is developed and maintained by PayChat d.o.o., Belgrade (hereinafter: "PayChat", "we", "us", "our").
1.3. By using the Service, the User confirms that they have read, understood, and accepted these Terms. If the User does not agree with the Terms, they should not use the Service.
1.4. Key note about the nature of the Service: PayChat is a communication and technical solution that enables the User to create, receive, forward, and manage payment requests within a Viber conversation, and to prepare data for initiating payments.
1.5. PayChat is not a payment institution and does not provide payment services. PayChat:
1.6. Every payment transaction is authorized and executed exclusively in the User's bank's m-banking application, in accordance with the rules of that bank and relevant payment systems (e.g., IPS NBS System and/or "Prenesi"), where applicable.
1.7. The Service is used via the Viber platform. The availability and functioning of the Service partially depend on the availability of Viber, the User's internet connection, and the availability of banking systems.
1.8. "IPS NBS System" is the infrastructure of the National Bank of Serbia for executing instant payments in real time. "Prenesi" is a functionality/payment service available within the IPS NBS System, enabling the transfer of funds using the recipient's registered mobile phone number.
In these Terms, the following terms have the following meanings:
2.1. User – a natural or legal person who uses the Service through their Viber account and corresponding phone number.
2.2. Request Sender – a User who creates and sends a Payment Request.
2.3. Request Recipient – a User to whom a Payment Request is addressed.
2.4. Payment Request – a message/data structure generated in PayChat requesting the Recipient to make a payment of a specified amount, along with a description and other data relevant to initiating a payment.
2.5. Payment Transaction – a payment that may be initiated using the PayChat Service, but is authorized and executed exclusively in the User's bank's m-banking application.
2.6. Payment Data – informational data associated with a Payment Request (e.g., amount, description, phone number, request identifier, request status), excluding banking secrets.
2.7. Deep Link – a technical functionality that redirects the User from a Viber conversation to their bank's m-banking application for reviewing, authorizing, and executing a transaction.
2.8. User's Bank – the bank where the User holds an account and whose m-banking application is used for authorizing and executing payments.
3.1. PayChat enables the User to perform the following actions within a Viber conversation:
3.2. PayChat cannot guarantee that every action in the Service will result in a successful payment, because:
3.3. PayChat does not require the User to create a separate PayChat account. Use of the Service is linked to the User's Viber account and phone number.
3.4. A prerequisite for completing a payment is that the User has their bank's m-banking application and that the bank supports the relevant execution method (e.g., IPS NBS System and/or "Prenesi"), where applicable.
3.5. Request statuses displayed in PayChat are informational and based on available technical information. In case of discrepancy, the status shown in the bank's m-banking application and/or information obtained from the bank shall prevail.
3.6. PayChat may modify, supplement, or discontinue certain Service functionalities (temporarily or permanently) for improvement, security, compliance, or technological changes. Where reasonably possible, the User will be notified through communication within the Service.
4.1. The User agrees to use the Service conscientiously, lawfully, and in accordance with these Terms.
4.2. The User is responsible for the accuracy of data entered when creating a Request (e.g., amount, description, and other data), as well as for selecting the Request recipient.
4.3. Before approving each payment in the m-banking application, the User must carefully verify the transaction details (amount, recipient, description, and other relevant elements) and approve the payment only if they fully understand and accept the transaction content.
4.4. Security rules (anti-phishing): The User must not share PINs, passwords, one-time passwords (OTP), or other confidential data with anyone. PayChat never requests such data.
4.5. It is prohibited to use the Service for:
4.6. If the User suspects fraud or abuse, it is recommended to:
5.1. PayChat does not charge the User a fee for using the Service, unless the User is explicitly and clearly informed otherwise within the Service.
5.2. The User's bank and/or relevant payment systems may charge fees for executing payment transactions, in accordance with the bank's tariffs and conditions. PayChat does not control banking fees.
6.1. PayChat provides the Service "as is" and "as available." PayChat does not guarantee that the Service will always be available without interruption or errors.
6.2. PayChat is not liable for:
6.3. PayChat is not liable for damage resulting from the User:
6.4. To the extent permitted by mandatory regulations, PayChat is not liable for indirect or consequential damages (e.g., lost profits, loss of business opportunity, reputational damage), unless such liability is mandatory by law.
6.5. The total liability of PayChat, where applicable and permitted, is limited to actual and provable damage caused exclusively by PayChat's fault.
7.1. All intellectual property rights related to the Service (software, design, trademarks, logos, databases, etc.), except for third-party elements, belong to PayChat or its licensors.
7.2. The User may not copy, modify, decompile, reverse engineer, sublicense, or commercially exploit the Service without the express written permission of PayChat.
7.3. If the User provides suggestions or improvement proposals, PayChat may use such feedback without restriction and without compensation, unless otherwise agreed in writing.
8.1. PayChat processes only data necessary for the functioning of the Service (e.g., identifiers in the Viber environment, Request data: amount, description, identifier, status).
8.2. PayChat does not collect or store banking secrets such as PINs, passwords, one-time passwords (OTP), and similar.
8.3. The User's bank is an independent data controller regarding payment transactions in the m-banking application. PayChat has no control over data processing in the bank's systems.
8.4. Details on data processing, retention periods, and individual rights are governed by the PayChat Privacy Policy, which is an integral part of these Terms.
9.1. The User may stop using the Service at any time by ceasing communication with the bot and/or removing/blocking the bot on the Viber platform.
9.2. PayChat may temporarily restrict or suspend access to the Service, without prior notice, when reasonably necessary for:
9.3. PayChat may permanently block a User in case of serious or repeated violation of the Terms, particularly in connection with prohibited activities.
9.4. Upon termination or blocking, the User loses access to Service functionalities. Provisions that by their nature should remain in effect (e.g., intellectual property, limitation of liability, dispute resolution) remain in effect after termination.
10.1. The User may submit a complaint or support request via the Contact form on www.paychat.rs and/or via email at: support@paychat.rs.
10.2. Complaints about the PayChat Service include issues such as technical difficulties in creating/sending/receiving Requests, display of Request statuses, deep link problems, user blocking, and similar. PayChat will endeavor to respond within 8 days, and in more complex cases within 15 days, with notification about the resolution progress.
10.3. Complaints about transaction execution (approval/rejection, delays, fees, limits, refunds, revocation, and claims regarding executed payments) are primarily resolved with the User's bank, as the transaction is authorized and executed exclusively in the bank's m-banking application.
10.4. For a complaint to be efficiently processed, the User should provide the date and time of the event, the phone number linked to the Viber account, a description of the problem, and where possible, the Request/transaction identifier and a screenshot.
11.1. These Terms are interpreted and applied in accordance with the substantive and procedural law of the Republic of Serbia.
11.2. Disputes and complaints related to the execution of payment transactions are primarily resolved with the User's bank, in accordance with the bank's conditions and the rules of relevant payment systems.
11.3. Disputes and complaints related to the functioning of the PayChat Service are resolved through PayChat support.
11.4. The parties shall endeavor to resolve disputes amicably. If a dispute cannot be resolved amicably, the competent court in Belgrade shall have jurisdiction, unless mandatory regulations provide otherwise.
12.1. Support contact: support@paychat.rs.
12.2. The User accepts that communication and notifications related to the Service may be conducted electronically: through Viber conversation with the bot, through notifications within the Service, and/or via the specified support email address.
13.1. Force Majeure: PayChat is not liable for non-performance or delays due to events beyond reasonable control (e.g., internet outages, third-party system failures, changes to the Viber platform, banking system failures, force majeure events).
13.2. Partial Invalidity: If any provision of these Terms is void or unenforceable, the remaining provisions shall remain in effect.
13.3. Assignment of Rights and Obligations: PayChat may transfer its rights and obligations to an affiliated entity or legal successor, with notification to the User, provided that such transfer does not diminish the User's legally guaranteed rights.
13.4. Amendments to Terms: PayChat may amend these Terms. The User will be notified of amendments through the Service. Continued use of the Service after amendments take effect constitutes acceptance of the amendments.
13.5. Effective Date: These Terms take effect on the date of publication and apply from that date to all Users.