General Terms and Conditions
Terms for the sale and installation of solar power systems, batteries, heat pumps and EV chargers
1. Scope of Application
These General Terms and Conditions (GTC) govern the relationship between ZANSU DOO BEOGRAD, Veljka Dugoševića 54, 11060 Beograd (Zvezdara), company number 22123084, tax number (PIB) 115172094 (hereinafter "Free State" or "we") and the customers for our equipment and services (hereinafter "Customer" or "you"). They apply to the sale, delivery and installation of solar power systems, battery storage, heat pumps, EV chargers and carports, and to the servicing and maintenance of these systems. The GTC apply to consumers and to businesses. The provisions on the right of withdrawal, conformity, complaints and out-of-court dispute resolution apply to consumers only, meaning natural persons buying for their own needs, outside their business or professional activity. Where the contract and these GTC differ, the contract prevails. We apply the Customer's own terms only if we have accepted them in writing.
2. The Calculator and Website Prices Are Not an Offer
The calculator result is an estimate, not an offer. It is based on irradiation data (PVGIS), the EPS tariff and the information you enter, under the assumptions shown with the result. Actual production and savings depend on weather, shading, your consumption and future tariffs. Prices on the website are indicative. Product and service descriptions on the website are an invitation to request an offer. Only the prices and terms in the written offer and the contract are binding.
3. Offer and Contract Conclusion
After your enquiry we arrange a site visit or a remote consultation. Based on the condition of the roof, the grid connection and your consumption, we prepare a written offer with a specification of equipment and work, the price, timelines and payment terms. The offer is valid until the date stated in it. Before the contract is concluded, we give you, in Serbian, all the information required by the Serbian Consumer Protection Act, including the price, payment method, completion time, the right of withdrawal, liability for conformity and how to make a complaint. The contract is concluded when both parties sign it or when you accept our offer in writing. You can sign by hand or with an electronic signature. You receive a copy of the contract and the withdrawal form on a durable medium, on paper or as a PDF. Before work starts, you receive a cost estimate with a specification of equipment and work on a durable medium. We start work only once you have confirmed that estimate in writing. We may decline to prepare an offer or conclude a contract, for example where the installation is not technically feasible.
4. Our Services
We plan, supply and install solar power systems, battery storage, heat pumps, EV chargers and carports. After installation we offer servicing and maintenance. The exact scope of work is set by the offer and the contract. Where agreed, we prepare the documents for the procedure with Elektrodistribucija Srbije (EDS) and EPS, for example the request to adapt the metering point and the application for prosumer status. We may replace equipment with equipment of equal or better quality only where the agreed equipment has become unavailable and with your prior consent. The price does not change as a result.
5. Your Obligations
You must give us accurate information about the building, the roof, the grid connection and your consumption, and give us access to the building, the roof, the distribution board and the metering point at the agreed times. Where the building has several owners or is in joint ownership, you obtain the consents required for the installation before work starts. Systems up to 10.8 kW need no building permit or other approval. Systems from 10.8 kW to 150 kW need a decision under article 145 of the Serbian Planning and Construction Act, and the contract states who obtains it. For larger systems, the offer lists the permits required.
6. Prices
Prices in the offer and the contract are stated in euros and are final. The seller, Zansu d.o.o., is not registered for VAT (PDV), so no VAT is charged on them. This applies to consumers and business customers alike. Payment is made in dinars. The euro amount is converted into dinars at the official middle exchange rate of the National Bank of Serbia on the day of payment, in accordance with article 34 paragraph 8 of the Serbian Foreign Exchange Act. The price in a signed contract does not change unless you order additional work or a change of equipment. Subsidies are not included in the price (see section 9).
7. Payment Terms
The contract sets the amounts and due dates, for example a down payment, a payment on delivery of the equipment and the balance after commissioning. You pay by bank transfer to our account, against a pro forma invoice or an invoice. Late payment on either side incurs statutory default interest from the due date. Until an overdue amount is paid, we may suspend the work after giving you written notice. Where agreed, the equipment remains our property until the price has been paid in full.
8. Timelines and Installation
The contract sets the delivery and installation timeline. It depends on equipment delivery, the weather and the procedures with EDS and EPS. If circumstances beyond our control prevent us from meeting the timeline, we inform you immediately and propose a new date. After installation we commission the system, show you how to use it and hand over the documentation, manuals and manufacturers' warranty certificates.
9. Grid Connection, Net Metering and Subsidies
Prosumer status, connection conditions and how surplus electricity is settled are governed by law, EDS and EPS. We are not responsible for the timelines and decisions of EDS and EPS. Households that submit the request to adapt the metering point to EDS by 31 December 2026 keep net metering. Households that submit the request from 1 January 2027 move to net billing, where the price of surplus electricity is set by the supply contract. Legal entities have active customer status and use the electricity for self-consumption, without net metering. Subsidies are granted by municipalities through public calls. We do not guarantee that you will receive a subsidy, or its amount.
10. Right of Withdrawal for Consumers
If you concluded the contract at a distance (online, by phone or by email) or off our business premises (for example at your home), you may withdraw from it within 14 days without giving reasons. For service contracts the period runs from the day the contract is concluded. For contracts for the sale of goods it runs from the day the goods come into your possession. You withdraw by sending the withdrawal form you receive with the contract, or any other unambiguous statement, to info@freestate.rs or to our registered address. The statement is on time if it is sent before the period ends. We confirm receipt of a statement sent electronically on a durable medium. After a withdrawal we refund everything you have paid without delay and at the latest within 14 days of receiving your statement. We start installation within the withdrawal period only if you expressly request it on a durable medium. In that request you also confirm that you know you lose the right of withdrawal once we have fully performed the contract. If you withdraw after work has started, you pay an amount proportionate to the work done up to the day you informed us of the withdrawal. That amount is based on the agreed price and cannot exceed the market value of what was supplied. There is no right of withdrawal once a service has been fully performed, if performance started with your express prior consent and your acknowledgement that you would lose the right of withdrawal. There is also no right of withdrawal for goods made to your specifications or clearly personalised.
11. Conformity and Warranties
As the trader, we are liable to consumers for any lack of conformity of the goods with the contract that appears within two years of delivery. If a lack of conformity appears within one year of delivery, it is presumed to have existed at the time of delivery. You must inform us of a lack of conformity within two months of discovering it, and at the latest within two years of delivery. You may then require us to remedy it free of charge by repair or replacement, at your choice, or request an appropriate price reduction or terminate the contract, under the conditions of the Serbian Consumer Protection Act. Installation and other services are covered by that Act's rules on the conformity of services. In addition to our statutory liability, the manufacturers' commercial warranties apply to solar panels, inverters, batteries, heat pumps and chargers. We state their duration and conditions in the offer, and you receive the warranty certificates at the latest on delivery. A manufacturer's warranty does not exclude or limit your rights regarding conformity. There is no lack of conformity where a fault results from improper use, third-party interference, force majeure or normal wear and tear. For customers who are not consumers, liability for defects is governed by the contract and the Serbian Law of Obligations.
12. Complaints
You can make a complaint at our registered seat, at info@freestate.rs or by phone on +381 66 951 2541, Monday to Saturday, 08:00 to 19:00. Please enclose the invoice or other proof of purchase, for example the contract or a payment confirmation. We do not charge for assessing a lack of conformity. We confirm receipt of the complaint without delay, in writing or electronically, with the number under which it is entered in our complaints register. We reply without delay and at the latest within eight days of receipt. We resolve the complaint at the latest within 15 days, or 30 days for technical goods, from the day it was made. We may extend that period only once, with your consent. You respond to our proposed resolution within three days of receiving it. If you do not respond, you are deemed not to have accepted the proposal. We keep the register of complaints received for at least two years.
13. Out-of-Court Consumer Dispute Resolution
We are required by law to take part in out-of-court consumer dispute resolution. If we reject your complaint or you disagree with our reply, you may bring the dispute before an out-of-court consumer dispute resolution body. The list of these bodies is kept and published by the ministry responsible for consumer protection. You can start the procedure only after first making a complaint to us, and within one year of making that complaint. The procedure is free of charge for both parties and lasts no longer than 90 days. Starting it does not affect your right to go to court.
14. Liability
We are liable without limitation for damage caused intentionally or through gross negligence, and for injury to life, body and health. Your rights regarding conformity remain unaffected. We are not liable for any difference between the estimate and actual production or savings, because it depends on weather, your consumption and tariffs. We are bound by the technical specifications in the contract, for example the system's capacity and components. We are not liable for delays or damage caused by force majeure, decisions of authorities, EDS or EPS, or incorrect information you have given us. Towards customers who are not consumers, our liability for damage caused by ordinary negligence is limited to the contract value and excludes lost profits, unless the contract provides otherwise.
15. Data Protection
We process your personal data in accordance with the Serbian Personal Data Protection Act. Which data we process, why, who we share it with and what rights you have is described in our Privacy Policy.
16. Applicable Law and Jurisdiction
These GTC and all contracts with us are governed by the law of the Republic of Serbia. Disputes with consumers go to the court with jurisdiction under the law. Disputes with businesses go to the court with subject-matter jurisdiction in Belgrade, unless the contract provides otherwise.
17. Final Provisions
Should any provision of these GTC become invalid, the remaining provisions remain in force. We may amend these GTC. The current version is published on this page. A concluded contract is governed by the version in force on the day it was concluded, unless we agree otherwise. The Serbian version of these GTC is binding. The English version is provided for information only.
Last updated: 11 September 2026