Complaints and Disputes

STM Ltd. respects applicable consumer protection legislation and strives to fulfill its duty to provide an effective complaint handling system.

In case of issues, the consumer can contact us by phone at +386(0)40/841-841 or by email at Complaints should be submitted via the email address The complaint handling process is confidential.

At STM Ltd., we are aware that a key characteristic of consumer disputes is the disproportion between the economic value of the claim and the necessary time and costs incurred in resolving the dispute, which is also the main obstacle preventing the consumer from initiating a dispute before a court. Therefore, in our company, we strive to the best of our abilities to resolve any disputes amicably.


Out-of-Court Resolution of Consumer Disputes

In accordance with legal norms, STM Ltd. does not recognize any out-of-court dispute resolution entity as competent to resolve consumer disputes that a consumer could initiate under the Consumer Dispute Resolution Act.

STM Ltd., as a provider of goods and services enabling online orders of transport services throughout the European Union, provides an electronic link to the platform for online dispute resolution (ODR) on its website. The platform is available to consumers here:

The aforementioned arrangement arises from the Consumer Dispute Resolution Act, Regulation (EU) No. 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes, and amending Regulation (EC) No. 2016/2004 and Directive 2009/22/EC.