Introduction
The company Flying Cargo YU doo Belgrade – Zemun, Autoput za Novi Sad 215, Belgrade (Zemun) (hereinafter referred to as "FedEx Serbia", "we", "our", "us", etc.) manages the Flying Cargo Manager portal, which allows you to create waybills and accompanying documentation (invoices) for customs clearance of shipments, both for export shipments (i.e., shipments that need to be sent from Serbia abroad) and for import shipments (i.e., shipments that need to be picked up abroad and delivered to Serbia) (hereinafter referred to as: "Portal").
In this capacity, FedEx Serbia wishes to clearly and transparently inform you, through these Terms of Use of the Portal (hereinafter referred to as: "Terms of Use"), about all the rules, requirements, and conditions of its use so that you are aware from the very beginning and throughout its use of how this Portal functions and what our mutual rights and obligations are in relation to its use.
Acceptance of these Terms of Use, as well as acceptance of our Privacy Policy related to this Portal, which is available at all times on our page Privacy policy is a prerequisite for using the Portal.
For this reason, we ask you to carefully read both documents and, if you do not agree with any provision of these Terms of Use and/or the Privacy Policy, to immediately stop using the Portal. Otherwise, if you continue using the Portal and have previously confirmed that you agree with the Privacy Policy and the Terms of Use, your confirmation will be considered as acceptance of all the rules contained in these documents and the conclusion of our contract regarding the use of the Portal.
Purpose of the Portal
The Portal is a unique electronic system that allows you to create waybills and accompanying documentation (invoices) for customs clearance of shipments, both for export shipments (i.e., shipments that need to be sent from Serbia abroad) and for import shipments (i.e., shipments that need to be picked up abroad and delivered to Serbia).
In this way, the Portal enables you to quickly and efficiently complete all the aforementioned activities online, allowing you to electronically submit all the necessary data and documents in accordance with the applicable legal regulations of the Republic of Serbia and the existing requirements of the competent state authorities. This ensures that the customs clearance process for your shipments can be completed, and the cleared shipments can be sent to you or delivered to the recipients you have designated as the intended recipients of the respective shipments.
Right to Use the Portal and How to Use the Portal
Only clients of the company FedEx Serbia who are registered users of the Portal have the right to use the Portal.
To become a registered user of the Portal, you must first access the Portal and create your user account. Creating a user account is done by selecting the User Registration option on the Portal. When you select this option, a User Registration window will open, where you need to enter your details required to create a user account (username/email address, full name, and password), and after entering them, click on the Registration button within the same window. This will create your user account on the Portal, making you a registered user of the Portal.
The registration process only needs to be completed once, that is, only the first time you access the Portal. To access the Portal and use it each time after creating your user account, you only need to log in by selecting the User Login option on the Portal. When you select this option, a User Login window will open, where you need to enter your previously registered details, namely your username/email address and password, and after entering them, click on the Login button within the same window.
After registering or logging into the Portal, you need to enter the relevant details about the specific shipment, the shipment recipient, and the type of customs procedure/international trade transaction (hereinafter referred to as: "Relevant Data"). Following the instructions on the Portal, you will need to create a waybill for each shipment you wish to send abroad or receive in Serbia through the Portal. Additionally, if applicable, you will need to submit/fill out/create other customs clearance forms (hereinafter referred to as: "Relevant Forms") and, if necessary and in accordance with our instructions, other relevant documents (hereinafter referred to as: "Accompanying Documents"). Once completed, the shipment will be cleared through customs as quickly as possible and delivered to your address (for import shipments) or to the designated recipient's address abroad (for export shipments).
Relevant Data and Accompanying Documents
Each Portal user is required to enter only accurate, precise, and complete data into the Portal and Relevant Forms and bears sole responsibility for the accuracy, precision, and completeness of the entered data, as well as for the accuracy, precision, and completeness of the data contained in the Accompanying Documents. Additionally, only the Portal user has the right to modify/update the entered data if FedEx Serbia indicates the need for such modifications/updates or if the user themselves notices the need to modify/update the initially entered data.
If the customs clearance process and/or the delivery of a specific shipment cannot be carried out because any of the Relevant Data entered by the Portal user in the Portal and/or in the Relevant Forms and/or any data contained in the Accompanying Documents is inaccurate, imprecise, and/or incomplete, FedEx Serbia bears no responsibility for such inaccuracy/imprecision/incompleteness and the inability to complete the customs clearance process and/or deliver the specific shipment if such inability is solely due to that specific inaccuracy/imprecision/incompleteness. This is provided that FedEx Serbia has previously, where feasible and/or possible in the given case, informed the Portal user (via an email sent to the email address specified by the user) about the specific inaccuracy/imprecision/incompleteness and requested a correction/update. However, if the user fails to provide the requested correction/update within the given deadline (which, depending on the circumstances of each specific case/type of international trade transaction, cannot be shorter than two (2) days), FedEx Serbia is not liable.
Regarding the processing of Relevant Data and the data contained in the Accompanying Documents that constitute personal data (e.g., name and surname, email address, etc.), the rules outlined in the Privacy Policy mentioned at the beginning of these Terms of Use apply and are always available to all Portal users via the aforementioned link. Additionally, each Portal user agrees to enter into the Portal and the Accompanying Documents only those personal data they have the right to enter/use/submit and bears all legal consequences in case of non-compliance.
Username and Password and Deletion of User Account
Each Portal user is required to keep their username and password secure from unauthorized access by third parties and is solely responsible for any consequences that may arise if, due to improper storage, their user account is accessed and used without authorization by any third party.
If any unauthorized use of a specific user account occurs, regardless of whether it is subsequently detected by the user or FedEx Serbia, the consequence of such unauthorized use will be the deletion of the specific user account. In this case, the user whose account has been deleted has the right to continue using the Portal, but they must re-register and create a new user account.
Additionally, if the above-described unauthorized use of a user account results in any material or non-material damage to FedEx Serbia, the Portal user responsible for such unauthorized use of their account is obligated to compensate for all incurred damages.
Relevant Forms
Relevant Forms refer to the waybill form and, if applicable, other relevant documents that need to be completed for the customs clearance process and/or the delivery of cleared shipments to be successfully completed. These forms are prescribed and/or commonly used by the competent state authorities and/or created by FedEx Serbia in accordance with the existing practices in the local market.
In this regard, we will strive to ensure that all Relevant Forms available through the Portal are appropriate for their intended purpose and up to date. However, given that regulatory requirements and practices may change over time, we reserve the right to modify or replace the Relevant Forms at a later stage without any legal consequences. Additionally, we may request that Portal users who have already completed and submitted the Relevant Forms via the Portal subsequently complete and submit modified/alternative/new Relevant Forms.
Regarding the processing of data contained in the Relevant Forms that constitute personal data (e.g., name and surname, residential address, etc.), the rules outlined in the Privacy Policy mentioned at the beginning of these Terms of Use apply and are always available to all Portal users via the aforementioned link. Additionally, each Portal user agrees to enter and submit only personal data that they are legally entitled to use and submit in the Relevant Forms and assumes all legal consequences in case of non-compliance.
Payment for Services Provided via the Portal
Payment for our services (customs clearance and shipment transport), including, where applicable and to the extent applicable, any associated costs, can be made in several ways, at the Portal user’s choice or based on the relevant circumstances of each specific case/payment, as follows:
- Online payment via payment cards through the interface of the online payment service provider, i.e., the company TENFORE DOO BEOGRAD PAYMENT INSTITUTION, Dobračina 60, Belgrade (Stari Grad) (hereinafter referred to as: “Tenfore”), as our selected provider of the respective payment services, in accordance with Tenfore's general terms available at [insert appropriate link];
- Payment of the invoiced amount according to the invoice issued to the specific Portal user, in the manner and within the deadline specified in the invoice, including the option of payment by scanning the QR code provided on the invoice, and
- Cash on delivery payment, i.e., payment to our courier upon receipt of the specific shipment, either in cash or by using payment cards, at the discretion of the recipient of the specific shipment.
Regarding online payments via Tenfore, as mentioned in item (i) above, please note the following:
- The entire process is conducted through the transaction execution interface provided by Tenfore, i.e., on Tenfore’s secure web page, to which we are required to redirect each Portal user who opts for the online payment option. Thus, payment card data used by the Portal user for such payments (hereinafter referred to as: “Payment Card Data”) are never available within our system, and we do not process them in any way;
- When entering Payment Card Data, the information is transmitted over a public network in a secure (encrypted) form using SSL protocol and PKI system, which are the most advanced cryptographic technologies currently available;
- The transaction type used is Authorization or DMS (Dual Message) type, which involves two processing steps: online transaction authorization or fund reservation (DMS1 – Authorization) and offline capture of reserved funds (DMS2 – Capture), meaning a subsequent authorization confirmation initiated after shipment dispatch;
- If for any reason the shipment for which funds have been reserved on the user’s account is not delivered, the procedure for canceling the reserved funds (DMS1 cancellation) will be initiated;
- Each accepted order/request is assigned a unique identification number (UIN) before initiating the charge, and each user is provided with a breakdown of each specific order along with its price. Upon completion of the payment, regardless of its outcome (successful or unsuccessful), each user receives an email confirmation of the payment with the relevant details;
- The payment confirmation includes information about the payment outcome and its impact on the payment card account balance (successful – payment card account debited, or unsuccessful – payment card account not debited), as well as certain details about the specific user (name and surname, email address, and address), the specific order (including the aforementioned UIN, price, quantity, and tax), our company (name, VAT ID, and address), and the specific transaction (transaction date and time and parameters assigned to the transaction, including the reference code/transaction number);
- If, for any reason, a refund of the charged amount needs to be made to the user, either partially or in full (so-called transaction reversal), the refund will be processed exclusively through VISA, EC/MC, Maestro, Amex, and Dina payment methods;
- In case of a user complaint regarding a completed transaction, Tenfore is responsible for handling the specific complaint. We are obligated, upon Tenfore’s request, to provide all relevant data regarding the specific transaction, including payment confirmation and proof of shipment delivery. The user can contact the e-mail info@flying-cargo.rs for any additional questions;
- 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;
- VAT is included in the price and there are no hidden costs;
- Delivery/collection of goods is carried out upon recorded payment by the user. Confirmation of the paid service is delivered to the e-mail.
Intellectual Property Rights on the Portal and Deletion of User Account
FedEx Serbia is the exclusive holder of copyright and other intellectual property rights related to the Portal, including its structure, form, design, and content. No Portal user has the right to use any component of the Portal in any way, copy it in whole or in part, allow its use by any third party, and/or attempt to modify any component of the Portal in any way. The only right that each registered Portal user acquires upon registration/login to the Portal is the right to enter the necessary data into the existing system and Relevant Forms, following the instructions available on the Portal, to ensure that designated shipments are cleared through customs and delivered to the designated recipients.
Any use and/or attempt to use the Portal in any way contrary to the above gives us the right to prevent the specific user from further using the Portal, delete their user account, and initiate appropriate legal proceedings against them to prevent or adequately legally sanction any infringement of our intellectual property rights.
Use of the Portal for Unlawful Purposes and Deletion of User Account
If we determine or become aware in any other way that any Portal user has misused or attempted to misuse the Portal, or has used or attempted to use it fraudulently and/or in any other unlawful manner and/or for any other illegal purposes (for example, by incorrectly stating the value and/or type of shipment and/or type of international trade transaction), (1) we will disable further use of the Portal for the specific user by deleting their user account, (2) we will suspend, if feasible, the further implementation of the specific customs clearance/shipping process, and, depending on the circumstances of each specific case and in accordance with applicable legal regulations, (3) we will report these circumstances to the competent state authorities/collaborate with the competent state authorities and/or initiate appropriate legal proceedings against those responsible for the specific unlawful conduct.
Withdrawal from Customs Clearance/Transport
If a Portal user, after initiating a process/activity on the Portal, fails to provide all Relevant Data and/or any of the Relevant Forms and/or any of the Accompanying Documents within 5 (five) business days, it will be considered that they have withdrawn from the customs clearance/transport of the specific shipment.
If a Portal user sends or creates the appropriate waybill for a specific shipment and/or other completed Relevant Forms, and after sending the mentioned document(s), "FedEx Serbia" proceeds with the transport and customs clearance of the shipment, they do not have the right to withdraw from the customs clearance of the specific shipment. In this case, they are obligated to pay all duties and costs incurred due to the specific customs clearance, including our invoice for the customs clearance service and all associated costs that we have reasonably incurred in connection with the specific customs process, as well as all relevant transport costs.
Contact – Customer Service
If you have any questions regarding the information contained in these Terms of Use and/or the method/conditions/rules for using the Portal and/or regarding specific orders/transactions, including questions about withdrawal from customs clearance/cancellations and complaints, you can contact us/our Customer Service via phone at 011.3109.400, email at csa@flying-cargo.rs, or by mail at our address listed at the beginning of these Terms of Use.
Complaints
The sender may file a complaint for damage or reduction in the contents of the item immediately upon delivery of the item to the recipient or other authorized person or no later than the next working day. The complaint must be submitted in writing. Damage to the shipment must be visible and noted in front of the courier abroad at the time of delivery. Dispatcher (''FLYING CARGO YU'' d.o.o.) is obliged to respond to the complaint within 30 days from the date of submission of the complaint. If the sender fails to file a complaint in accordance with these terms and conditions, he loses his rights on that basis.
In the event of loss of a shipment, the rules of IATA, the compensation organization, apply.
Claims such as possible damage or loss of the shipment are handled by the FedEx branch in Germany.
The maximum fee per FedEx envelope and FedEx Pack is the equivalent of $100. Larger value shipments cannot be packed in a FedEx envelope and FedEx Pack.
In the case of a shipment in customer packaging or FedEx boxes, the compensation cannot be higher than what is declared and shown on the waybill. FedEx will pay any damages no later than 6 months from the date of determination of the damages by FedEx authorized authorities. FedEx and "FLYING CARGO YU" d.o.o. do not accept or pay compensation for indirect damages at any time.
Amendments to the Terms of Use
We reserve the right to amend or supplement these Terms of Use for regulatory or other legitimate reasons. We will always notify you of such changes via email and send you a link to access the new version of the Terms of Use, which will be published on the Portal without delay. If, after such publication and/or email notification of the change, you continue using the Portal, we will consider that you accept the new Terms of Use. In any case, we advise you to regularly check the current version of the Terms of Use on the Portal to stay informed about the applicable rules and conditions for using the Portal.
The valid version of these Terms of Use is the version dated January 1, 2025.
