Campaign Guidance - Serbia

Serbia - Campaign Guidance

Please take note of the regulator - https://www.ratel.rs/en/

Campaign

When creating a campaign in Serbia, the following information must be displayed across all advertisements: 

  • Price - The total end user price (must be presented as cost per SMS (including VAT) + standard MO message price)
  • Clearly state whether it is a subscription or one-time service. The information must be eye-catching and clearly noticeable to the consumer. 
  • The opt-out instructions must be displayed for all subscription services, the word stop must be written in capitals e.g. send STOP to XXXXX. 
    • Telekom users have to send STOPKWD 
    • A1, Telenor and Globaltel users send STOP KWD 
  • Content delivery frequency 
  • For adult services – information that service is 18+ 
  • Information that GPRS/WAP traffic will be charged from the operator 
  • Customer care details 
  • The full Terms and Conditions link, this must be written in Serbia and be available on the home page, this should be detailed and include terms on all aspects of the website including mobile billing and have a Privacy Policy section, or separate link to a Privacy Policy.

The following information must be visible above the Call To Action (CTA) button

  • Name of the service 
  • Price per message and content delivery frequency 
  • Information that GPRS/WAP traffic will be charged from the operator 
  • Instructions on how to stop the service 
  • For adult services – information that the service is for adults and that the user needs to confirm that he/she is older than 18

The following points are not allowed;

  • Do not use brands for advertising services if you do not have the brands approval. 
  • Advertise subscription service with no existing prize winning games. 
  • Win an Iphone or antivirus campaigns.
  • Campaigns with vouchers or similar.

Click2SMS - Please be advised that Click2SMS flows are not allowed. Consumers must manually prepare and send the MO opt-in message. Click2SMS flows are in breach of the Code and if services are found using this flow, will result in an instant suspension. 

Opt-in Flows

Web initiated MO flow only.

Message Flow 

Please note - Click2SMS flows are not allowed. This includes a pre-defined keyword in the SMS app.

Please refer to each network listed below, as the message requirements vary, depending on the network. 

YETTEL

  • Welcome: Uspesno ste se pretplatili na SERVICENAME! Cena je 360 RSD s PDV/ nedeljno. Odjava: STOP KEYWORD na SHORT CODE(3,99RSD s PDV). Pruzalac usluge {Company name}, info: {helpline number}, {email address}
  • Content: Uzivajte u sadrzaju SERVICENAME na XcontentlinkX.  Cena je 360 RSD s PDV/ nedeljno. Odjava: STOP KEYWORD na SHORT CODE(3,99RSD s PDV).  info: {helpline number}, mail {email address}
  • Reminder: Postovani, potrosili ste 1000 dinara na uslugu "Servicename". Više informacija na {helpline number},mail: {email address}. Odjava STOP KEYWORD na SC
  • Stop: Odjavili ste se sa servisa Servicename.

TELEKOM

  • Welcome: Uspesno ste se pretplatili na Servicename! Cena je 360 RSD s PDV/ nedeljno. Odjava: STOPKW na SC (9,6RSD s PDV). info: {helpline number}ili {email address}
  • Content: Uzivajte u sadrzaju SERVICENAME na XcontentlinkX.  Cena je 360 RSD s PDV/ nedeljno. Odjava: STOPKEYWORD na SHORT CODE(9,6RSD s PDV). info: {helpline number}ili {email address}
  • Reminder: Postovani, potrošili ste 1000 dinara na uslugu "Servicename". Više informacija na {helpline number},mail:{email address}. Odjava STOPKEYWORD na SC
  • Stop: Odjavili ste se sa servisa Servicename.

A1  

  • Welcome: Uspesno ste se pretplatili na SERVCENAME! Cena je 360 RSD s PDV/ nedeljno. Odjava: STOP KEYWORD na SHORT CODE(3,48RSD s PDV)info: {helpline number}ili {email address}
  • Content: Uzivajte u sadrzaju SERVICENAME na XcontentlinkX. Cena je 360 RSD s PDV/ nedeljno. Odjava: STOP KW na SC (3,48RSD s PDV). info:{helpline number}ili {email address}
  • Reminder: Postovani, potrošili ste 1000 dinara na uslugu "SERVICENAME". Više informacija na {helpline number},mail: {email address}. Odjava STOP KEYWORD na SHORT CODE
  • Stop: Odjavili ste se sa servisa Servicename.

GLOBALTEL

  • Welcome: Uspesno ste se pretplatili na SERVICENAME! Cena je 360 RSD s PDV/ nedeljno. Odjava: STOP KW na SC, info: {helpline number},mail: {email address}
  • Content: Uzivajte u sadrzaju SERVICE NAME na XcontentlinkX.  Cena je 360 RSD s PDV/ nedeljno. Odjava: STOP KEYWORD na SHORT CODE. info: {helpline number}ili mail {email address}
  • Reminder: Postovani, potrosili ste 1000 dinara na uslugu "servicename". Više informacija na {helpline number}, cuc email. Odjava STOP KEYWORD na SHORT CODE
  • Stop: Odjavili ste se sa servisa XXX.

Marketing & Advertising 

  •  Advertising Law (Official Gazette of the RS No. 79/2005) regulates advertising conditions and methods, as well as rights and obligations of advertising persons and persons for whom the advertising messages are meant
  • All advertisement prices for the services have to include VAT
  • The amount of the tariff shall be visible for as long as the advertising message is displayed 
  • The size of the font of the words determining the price should be equal to the size, type and color of the font used to visualize Short Code 
  • For subscription services information about the frequency of receiving SMS (per day/week,…) within the subscription service are also mandatory and shall be written in a font that is identical to the font of the service Short Code 
  • The background shall not hinder the end-user´s familiarization with the price for sending or receiving a message from the Short Code, on which the service is activated; it is unacceptable to quote the price for using the premium rate service only in T&Cs of the service  
  • The whole information for the end-user has to be horizontal, clear and easily readable when it comes to size, color and location 
  • No hidden costs or misleading information 
  • User must receive same type of content that was advertised on landing page 
  • In case that the service is only for fun (e.g. location APP, without being a real location based service), the service provider has to display this fact on the landing page in a clearly visible way e.g. FUN VIDEOS (“ZABAVNI VIDEI”) 
  • Regulation of service (T&C´s) is mandatory for all services; has to be publicly accessible to endusers via a link on the landing page and/or as a mobile web link in SMS 
  • There is following mandatory information in the adverts to be displayed:
    • Short Code o Tariff Price (including 20% VAT)
    • Standard SMS MO price for end-user per network operator including VAT (MTS 9,60 RSD, Telenor 3,60 RSD, A1 3,48 RSD)
    • Opt out price per network operator including VAT (MTS 9,60 RSD, Telenor 3,60 RSD, A1 3,48 RSD)
    • Name of service provider
    • Name of service
    • Short service description
    • Required age for adult services (that the service is forbidden for people under 18)
    • Helpline (local phone number and email address where the end-users can send their complaints)
    • Settings on the mobile phone if necessary for the service
    • WAP / GPRS traffic costs
    • List of mobile phones that enable the service
    • Additional information for the subscription services: 
      • Frequency of messages  
      • How to stop the subscription service  
      • In the disclaimer and in T&Cs of entertainment services the following fact have to be stated  
      • Name of the service owner (Client)  
      • Information that MobyPay Solutions is responsible for charging and that all possible questions should be directed towards MobyPay Solution’s helpline
  • Examples of service owner name and MobyPay Solution’s responsibility as technical payment provider: 
    • RS: {CLIENT NAME} je vlasnik ovog servisa i snosi punu odgovornost prema njegovim korisnicima. MobyPay Solutions je odgovoran za naplatu korisnika. U slučaju bilo kakvih pitanja u vezi sa servisom molimo Vas da nas kontaktirate nili 
    • EN {CLIENT NAME} is the owner of the service and bares the full responsibility. MobyPay Solutions is responsible for charging of the end users. In case of any questions in respect to the service please contact us XXXXXXXX

Customer care / Refund Policy

All service providers must have a detailed Customer Care Process and Refund Policy in place.

You need to ensure that the process is in place for consumers to gain help should they require it, along with a refund policy for those that require one or are eligible for one.

  • Email support mandatory Local phone helpline required (can be provided by MobyPay Solutions or client)
  • Customer service must communicate in local language
  • Complaints of the end-user must be handled within reasonable and real time
  • Business hours on workdays from 9-17 on weekdays, outside of working hours, answering machine will give information on business hours

This will be discussed in detail, to ensure that our customer care team can resolve any queries that are received from the networks or regulator.

Question? Speak with our Compliance Team for any advice for this or any other market.