Guard Guard by Albedo One

Complaints Procedure

Srpska verzija

How to complain about Albedo One Nest or Albedo One Guard, what happens next, and what to do if you are not satisfied with the outcome.

Version1.0
Effective dateAugust 14, 2026
Applies toAlbedo One Nest 1.x and Albedo One Guard 1.x

1. Who handles what

Your issue is about…Contact
Payment, currency, tax, invoice, chargeback, refund administration, cancellationThe Merchant of Record (Lemon Squeezy) identified on your order confirmation
How the software works, a defect or lack of conformity, licensing, updates, supportThe Licensor (details below)

If you are unsure, write to the Licensor. Your complaint will be recorded and, where the Merchant of Record is the responsible party, you will be told promptly and directed there. A complaint sent to the wrong party is not treated as withdrawn.

2. How to submit a complaint

Licensor: Dejan Stanojević, publishing software under the Albedo One name.

MethodDetails
Email (preferred)hello@getalbedoone.com — may be sent at any time
PostDimitrija Tucovića 34, Apartment 6, 11120 Belgrade, Serbia
Telephone+381 65 221 4695, Monday–Friday, 10:00–12:00 Belgrade time, excluding Serbian public holidays

A complaint may be submitted in Serbian or in English.

You may also use any other method required by applicable law, including any method available to you in your own country of residence.

3. What to include

Please provide, where you reasonably can:

  • your name and a contact email address;
  • proof of purchase — the order reference, license reference, or receipt from the Merchant of Record;
  • the product and version affected (Nest or Guard, and the version shown in the application);
  • a description of the problem, including what you expected and what happened; and
  • the remedy you are requesting.

Missing details do not invalidate a complaint. If something essential is missing, you will be asked for it, and the complaint remains open in the meantime.

Please do not attach documents, protected files, Archive contents, passwords, or license secrets unless specifically requested and you are comfortable sharing them. They are not needed to open a complaint.

4. What happens next

  1. Acknowledgement. Receipt of your complaint is confirmed, and the complaint is recorded with a reference you can quote in later correspondence. Where the law requires acknowledgement without delay, it is sent electronically.
  2. Assessment. The problem is investigated, which may involve asking you for reproduction steps, a screenshot, or a diagnostic report you review before sending.
  3. Response. You receive a reasoned reply stating whether the complaint is accepted, the remedy offered, and the time needed to provide it — or, if it is rejected, the reasons and your further options.
  4. Resolution. Where a remedy is agreed, it is carried out within the agreed period.

Statutory deadlines. For complaints covered by the Consumer Protection Act of the Republic of Serbia ("Official Gazette RS" No. 35/2026), receipt is acknowledged without delay. A reasoned response is sent without delay and no later than eight days after receipt. An accepted complaint is resolved no later than 15 days after receipt, unless a different mandatory period applies. The resolution period may be extended once for objective reasons, only with your prior consent; the extension and new deadline are recorded. Mandatory law in your country of residence applies where it gives you longer or additional protection.

Complex technical investigations can take time. This does not extend any statutory deadline.

5. Complaint record

Each complaint is recorded with the date received, your contact details, the product and problem, the response sent, the remedy offered or the reasons for rejection, and the date of resolution. Records are kept for at least two years from the date the complaint was submitted, and longer only where required by law or reasonably needed to establish or defend legal claims. The Privacy Policy explains how this personal data is handled.

6. Your remedies

If the software does not conform to the contract, you are entitled to the statutory remedies — which may include correction, price reduction, termination of the contract, refund, and damages, in the order and on the conditions the law provides. These remedies are free of charge to you.

Nothing in this procedure, the End User License Agreement, or the Privacy Policy reduces a mandatory right, shortens a statutory deadline, or requires you to complete this procedure before exercising a legal right.

7. If you are not satisfied

Out-of-court dispute resolution. After first submitting a complaint to the Licensor, you may refer a consumer dispute to a body authorised for out-of-court resolution. The Serbian Ministry maintains the list of authorised bodies and the submission platform at https://vansudsko.must.gov.rs/. The Licensor will participate in proceedings before an authorised body where Serbian law requires it. If a complaint is rejected, the response will inform you about this possibility and the relevant authorised bodies. Consumers in other countries retain any additional mandatory local dispute-resolution route available to them.

Participation in out-of-court resolution does not prevent you from going to court, and you are not required to attempt it first.

Courts. You retain the right to bring proceedings before the courts available to you under mandatory law. If you are a Consumer, the choice of Serbian law in the End User License Agreement does not deprive you of the protections, courts, or dispute-resolution bodies of your own country of residence.

Data protection complaints. For a complaint about personal data rather than the product, see the Privacy Policy. You may also lodge a complaint with the competent data-protection authority.