Terms & conditions

DISTANCE SALES CONTRACT

Concluded between:

Public Enterprise “Ski Resorts of Serbia”, with business address in Novi Beograd, 9 Milutina Milankovića St., TIN: 104521515, company registration number: 20183390, represented by the General Manager Dejan Ćika (hereinafter: the Seller)

and

Name, Address (hereinafter: the Buyer)

Subject Matter of the Contract:

Article 1

With this Contract, the Seller sells, and the Buyer buys at the e-commerce point of sale of PE "Ski Resorts of Serbia" personalized daily or multi-day ski passes for an individual with a predefined start date for skiing.

In addition to the above-mentioned ski passes, it is possible to buy ski passes valid throughout the season, namely seasonal "10 in the season" and "20 in the season", as well as to reload the pass.

The ski passes referred to in paragraphs 1 and 2 of this Article shall be personalized and shall not be transferable to other persons. This Contract is concluded as a distance sales contract within the meaning of the Law on Consumer Protection (Official Gazette of RS, No. 88/2021), because it was concluded via the Internet – online, as a means of communication.

Assumptions for the Conclusion of the Contract:

Article 2

By concluding this Contract, the Buyer confirms that prior to the conclusion of the Contract, in accordance with Article 12 of the Law on Consumer Protection, the Seller has provided the following information, specified in detail in the Terms of Use of Ski Passes referred to in Appendix 1 of this Contract:

the exact description of the offered services, i.e. the types of ski passes that are the subject of this Contract, as well as the price periods;
the address and other data that are relevant for determining the identity of the Seller, as well as the data of the customer service;
the rules for using the ski pass;
the selling price;
the method of payment, as well as the applied standards and processes in data protection when paying with cards, delivery time;
the refund, partial refund, use of the ski pass for the unused number of days, as well as the conditions due to which the refund is not made;
the delivery and the method of purchase of ski passes, invoices, and contracts;
the manner of obtaining information, filing a complaint, or cancelling an order with the Seller, the place of receipt and the Seller's manner of acting on them;
the fact that the Buyer shall enter into a contractual relationship with the Seller and shall enjoy protection in accordance with the Law;
the existence of legal liability due to the non-conformity of the goods or services with the Contract;
the possibility of out-of-court dispute resolution;
the protection of user privacy;
the VAT and conversion statement.

Right to unilateral termination of the Contract:

Article 3

The Buyer has the right to unilateral termination of this Contract – withdrawal from the Contract, within 14 days from the date of payment to the account of PE "Ski Resorts of Serbia" through a transaction at the e-commerce point of sale.

After the expiration of the period of 14 days from the date of purchase, it is only possible to change the date of commencement of use of the pass within the same price period or to a cheaper price period.

The date of termination of the Contract shall be considered to be the date on which the Buyer independently terminated the Contract.

Exceptions to the right of termination:

Article 4

By way of derogation from the provision of Article 3 of this Contract, the Buyer shall not be entitled to unilateral termination of the Contract in the event of the provision of services, once the service has been fully performed, if the provision of the service has commenced after the express prior consent of the Buyer, provided for in Article 36, paragraph 1 of the Law on Consumer Protection.

In addition, the exception to the provision of Article 3 of this Contract is the case of force majeure, i.e. weather conditions. PE "Ski Resorts of Serbia" reserves the right to alter or terminate the work of facilities during the ski season due to insufficient quantity of snow or unfavorable weather conditions.

Obligations of the Seller:

Article 5

The Seller is obliged to:

perform the services referred to in Article 1 in accordance with the Contract, all applicable laws and regulations governing this field;
submit the Distance Sales Contract with Appendix 1 in electronic form.

The Buyer is obliged to:

Article 6

The Buyer is obliged to:

duly pay the agreed price to the Seller, in the manner and deadlines more closely defined by the provisions of this Contract;
fulfill all other contractual obligations in accordance with the provisions of this Contract.

Other Provisions

Article 7

The Service Provider is obliged to treat all documents and information obtained during the performance of its obligation in terms of this Contract as a business secret, and may not transfer, communicate, or in any other way submit and acquaint third parties with them without the prior written consent of the Buyer.

In the event of failure to act within the meaning of the preceding paragraph, the Seller shall be obliged to compensate the Buyer for any damage incurred as a result thereof.

Article 8

The provisions of the Law on Contracts and Torts and the Law on Consumer Protection shall be applied to all that is not determined by this Contract.

Article 9

The Contract shall enter into force on the day of purchase at the e-commerce point of sale of PE "Ski Resorts of Serbia" and delivery of the Contract to the Buyer, and it is considered that the Buyer is fully familiar with the applicable legal regulations and rules from Appendix 1 to this Contract.

Article 10

An integral part of this Contract is Appendix 1. – Terms of Use of Ski Passes.

Article 11

The Contract was concluded through means of communication by accepting the Terms of Use and Contractual Provisions.

BUYER

SELLER
PE "Ski Resorts of Serbia"

APPENDIX 1

Terms of Use of Ski Passes

On the day of purchase at the e-commerce point of sale of PE "Ski Resorts of Serbia", it is considered that the buyer is fully familiar with the applicable legal regulations and the following rules:

Basic information about the Public Enterprise "Ski Resorts of Serbia"
Public Enterprise "Ski Resorts of Serbia"
9 Milutina Milankovića St., 11070 Belgrade

Activity code: 93.11 – activity of sports facilities that involves the development, equipping, maintenance, use and management of a public ski resort, as well as the management of spaces suitable for the development of a ski resort that represents the activity of a public enterprise of general interest

CRN: 20183390
TIN: 104521515
www.skijalistasrbije.rs

Customer service
Customers can contact the customer service to obtain the necessary information related to the order, but also in the event of a complaint or cancellation of the order.
Contact phones: +381 60 688 96 26, +381 66 8412 008 (from 8 a.m. to 4 p.m.)
Contact e-mail: webshop@skijalistasrbije.rs

Accurate description of the offered services
At the e-commerce point of sale of PE "Ski Resorts of Serbia", it is possible to purchase daily or multi-day (for consecutive ski days) ski passes for an individual in the category of child (1-11 years), adult (12-64 years), or senior (65+ years).

Adults are persons from the age of 12 to the age of 65 at the time of purchase of the ski pass.
Children are persons under the age of 12 at the time of purchase of the ski pass.
Seniors are persons over the age of 65 at the time of purchase of the ski pass.

In addition to the above-mentioned ski passes, it is possible to buy ski passes valid throughout the season, either seasonal (valid every day of the ski resort/ski center work) or "10 in the season" (ten nonconsecutive days of skiing during the ski resort/ski center season) or "20 in the season" (twenty noncosecutive days of skiing during the ski resort/ski center season).

The ski passes referred to in paragraph 1 of this Article are valid only for the selected ski center/ski resort and the ski passes referred to in paragraph 3 are sold for the "Stara Planina" Ski Resort or for the "Zlatibor" Ski Resort or for all ski resorts (valid simultaneously for Stara Planina, Zlatibor, and Kopaonik)
A ski pass purchased for the current ski season can only be used during the current season and is not transferable to subsequent seasons.

By buying the ski pass, the Buyer is entitled to the mandatory health insurance against consequences of an accident, to the rescue services, and to the health care in case of injury in the ski resort, provided that the rescue service takes them to the Trauma Center.

The Buyer is entitled to unilaterally terminate the Contract under the conditions stipulated in the Law on Consumer Protection, except in case of Force Majeure (weather conditions). Public Enterprise "Ski Resorts of Serbia" reserves the right to change or terminate the operation of its facilities during the skiing season due to an insufficient quantity of snow or bad weather conditions.

The ski pass must be presented to an official on request. In case of misuse or endangerment of general safety, the ski pass shall be confiscated by the officials without compensation entitlement. The ski passes are personalized and are not transferable to other persons. In the purchase process, it is necessary to enter the correct information about each skier: name and surname, date of birth, and for some card types and person categories also upload a photo of the person from which the person can be clearly identified. If skiers do not comply with these rules, PE Ski Resorts of Serbia reserves the right to cancel the pass at any time without compensation entitlement.

It is possible to buy a ski pass through the web shop as a "reload" of the pass and go directly to the track. All necessary data will be entered in the ski pass on the first passing through the gate.

A single ski pass may also have several ski passes recorded on it, provided that their validity does not overlap. It is not possible to reload the cards that already contain the following ski passes: seasonal, "10 (or 20) in season". The Buyer will be clearly informed during the purchase process if such a case occurs. A reload of the ski pass is an additional benefit and the Ski Resorts of Serbia does not guarantee that it is possible to reload every ski pass.

Cards should be protected against breakage and kept away from immersion in water. Cards are considered consumables. We do not provide a time guarantee on the correct functioning of cards. We accept complaints about the correct functioning of the ticket (if there is no physical damage) only for tickets purchased in the current season. Cards are worn in the left sleeve of the ski jacket. If you have several different cards stacked, there may be problems reading the card.

After 3 pm, it is not possible to buy passes via the web shop that are valid on the same day.

The sale of total number of ski passes may be limited in case that number of skiers on the slopes exceeds the ski area capacity.

Types of ski passes and price periods
By purchasing a daily or multi-day pass, you have a number of consecutive days of skiing at your disposal, and the start date of the skiing must be set. A seasonal ski pass can be used throughout the winter season. The "10 (20) in the season" pass allows the use of ten (twenty) individual days of skiing, from the beginning to the end of the winter season. Their prices are the same throughout the season, and they are the lowest on pre-sale.
A seasonal pass or a "10 (20) in the season" pass purchased for all ski resorts is valid in all three ski centers: Kopaonik, Stara Planina, and Tornik. There is no seasonal pass or "10 (20) in season" pass which is valid only for Kopaonik. The seasonal pass or the "10 (20) in the season" pass for Stara Planina is valid only in that ski center. The seasonal pass or the "10 in the season" pass for Tornik is valid only in that ski center.
There are three price periods during the winter season for which different prices apply. The price of a multi-day ski pass is determined based on the ski start date. The price periods are the following:
Start and end of the season (cheapest part of the season): 15 November – 16 December and 24 March – until the end of the season
The main part of the season: 17 December – 24 December; 8 January – 10 February; 18 February –23 March
The peak season (the most expensive part of the season): 25 December – 7 January; 11 February – 17 February

Ski pass delivery
When buying ski passes at the e-commerce point of sale of PE "Ski Resorts of Serbia", the Buyer is provided with two separate e-mails: data on the transaction, as well as a voucher – a unique QR code for each ski pass purchased, and a fiscal invoice in the second e-mail.

There are two ways to buy and create a ski pass purchased at an e-commerce point of sale:
1. With the voucher received by e-mail, the Buyer goes to the place for creating tickets, which can be a "pickup box" device or cash desk.
2. The card that the Buyer already physically owns can be topped up with the purchased ski pass based on its unique WTP number, after which the customer with such a topped up card can go directly to the ski path. The data on the purchased ski pass will be loaded on the card on the first passing through the ski lift gate. A top-up of the ski pass is an additional benefit and the Ski Resorts of Serbia do not guarantee that it is possible to top up every ski pass. It is not possible to top up the cards with the following ski passes: seasonal, "10 (or 20) in season" from the current season. The Buyer will be clearly informed during the purchase process if such a case occurs.

Refund
In case of return of goods and funds to a customer who previously paid with one of the payment cards, either in whole or in part, and regardless of the reason for the return, e-commerce of PE "Ski Resorts of Serbia" is obliged to return the funds only via VISA, Mastercard, Maestro, Dinacard, and American Express methods of payment, which means that the bank will, at the seller's request, return the funds to the card user's account.

No refund shall be provided in case of bad weather, neither for partial or full closure of ski areas for reasons of public safety, closure of ski lifts, nor for unexpected shortening of arrangements. A partial refund or use of the ski pass for the unused number of days is possible in the event of a user injury at a public ski resort and a death of an immediate family member of the ski pass user. This right shall be exercised provided that the injured user has not moved away from the place of injury and has called the Mountain Rescue Service. In the event of an injury, the user shall submit a photocopy of the authorized clinic's report on the provided medical assistance, a photocopy of the ski pass, and a photocopy of the fiscal receipt. In case of a death of an immediate family member of the ski pass user, a death certificate and a photocopy of the ski pass shall be submitted. Deadline for submission of the Request shall be 7 days from the date of the accident.

In case of injury of a person under the age of 14 on a ski slope, one of the parents of the injured user who owns a valid ski pass can be entitled to a part of the refund for the same unused ski pass in the amount of 50%, provided that the ski pass of that parent has not been used after the injury. If a user is unable to use his or her purchased ski pass in full due to an injury or a death of an immediate family member, he or she may file a Request for the use of the ski pass for the unused number of days during the current or the following season or a Request for the refund of part of the ski pass for the unused number of days in the amount of 70%. The commission will decide on the Request only if the user provides evidence and the required documentation within the set deadline. The request shall be submitted in free form by e-mail to the e-mail address: zahtevipotrosaca@skijalistasrbije.rs

The currently valid procedure on conditions for acting in case of impossibility to use a ski pass can be found on the official website of PE "Ski Resorts of Serbia" – Company – General Acts.

Complaint Policy
The currently valid procedure on acting on consumer complaints can be found on the official website of PE "Ski Resorts of Serbia" – Company – General Acts.

Consumers can submit a complaint regarding the service provided by the Public Enterprise "Ski Resorts of Serbia" within the performance of the activity, which is not in line with the contracted service, as well as a complaint about the incorrectly calculated price, all this within the time limit of 2 years since the day of the service provision.

You can send your complaint to the e-mail address: zahtevipotrosaca@skijalistasrbije.rs

Information for consumers about the possibility of withdrawing from contracts concluded through the e-commerce point of sale of PE "Ski Resorts of Serbia"
The consumer has the right to withdraw from the contract concluded remotely or outside the business premises, within 14 days. The deadline for withdrawing from the contract concluded through the web shop starts from the date of payment to the account of PE "Ski Resorts of Serbia" through a transaction at the e-commerce point of sale. After the expiration of the period of 14 days from the date of purchase, it is only possible to change the date of commencement of use of the pass within the same price period or to a cheaper price period. The Buyer can withdraw from the purchase and change the date within the same price period on the web shop by following the link from the confirmation of purchase, which he/she received by e-mail.

Protection of user privacy
Public Enterprise "Ski Resorts of Serbia" collects and processes your personal data because it is necessary for the purchase of ski passes. We collect: name and surname, address, date of birth, photo. We process your personal data in accordance with the Law on Personal Data Protection. The most modern technical, organizational, and personnel measures are applied in order to keep your personal data confidential, safe, and secure at all times. We will keep your personal data for as long as it is necessary to process it and no longer than 4 years.

We hereby inform you that you have the right to revoke your consent to the processing of your personal data, at any time, by sending an e-mail to dpo@skijalistasrbije.rs. If you revoke your consent, this shall not affect the approval for processing carried out on the basis of the consent prior to your revocation. After revoking your consent, your data will be permanently destroyed or anonymized. You have the right to access or correct your personal data, the right to object, as well as to file a complaint with the Commissioner for Information of Public Importance and Personal Data Protection, if you believe that your rights under the Law on Personal Data Protection have been violated.

If you have any further questions regarding the processing of your personal data, the purpose of processing and the respect of your rights, please contact us at dpo@skijalistasrbije.rs

Enabled payment methods and description of the payment process
Payment for products on our online store can be made in one of the following ways: payment cards – Mastercard, Maestro, VISA, Dina Card, or American Express that support online payment. Payment by cards was realized in cooperation with AllSecure doo and Banka Intesa and is performed in a safe and certified manner through the AllSecure Payment Gateway, by simply entering data from the payment card.

After entering the card details and confirming the payment, the bank authorizes the transaction and thus the order is approved. The amount due will be reserved on your card (account) and will not be available to you for any other purpose. The transaction will be completed, and the amount will be withdrawn from your account after creating the ski pass in the ski pass production and control system. After completing the transaction, you will receive an e-mail confirmation with the QR code for collecting the card and the concluded distance sales contract, attached. You also receive a fiscal receipt by e-mail in a separate message. In the event that the payment is not completed, i.e. the amount is not removed from the account, the money reserved in your account is released and will be available to you again in accordance with the policy of your bank. After that, you can repeat the same or new order, and make the payment related to them. With the QR code you receive in the purchase confirmation, you can pick up your ski pass on specialized devices (pickup box) or at the point of sale.

(Check with the bank that issued your card to see if your card supports payment over the Internet.)

The applied standards and processes in data protection when paying with cards
When entering the payment card data, confidential information is transmitted via a public network in an encrypted form using and applying state-of-the-art methods of tokenization of sensitive data in accordance with PCI-DSS standards. At no point is payment card information available to the Seller.

3D Secure Protection for all sellers and buyers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All sellers using the AllSecure Payment Gateway are automatically included in the 3D-Secure protection, guaranteeing customer security. The numbers of customer payment cards are not stored on the seller's system and their entry is protected by data encryption.

The entire payment process is harmonized with the PCI-DSS standard, which defines the necessary security measures when processing, storing, and transmitting sensitive card data. Sensitive cardholder data is protected throughout the payment process: from the moment of data entry on the seller's online store, during communications between the seller and relevant banks and card organizations, as well as the subsequent storage of this data.

Statement on conversion
All payments will be made in RSD. If payments are made by using payment cards issued by foreign banks, the RSD amount of the transaction shall be converted into the settlement currency of the Bank (EUR) at the exchange rate set by the National Bank of Serbia. When debiting your payment card, the already converted amount will be converted into your local currency, according to the exchange rate applied by payment card operators. Due to these conversions, there may be a small difference in the price charged compared to the price stated on our website.

Statement on VAT
All prices at the e-commerce point of sale of PE Ski Resorts of Serbia are expressed with VAT included and there are no hidden costs.

Rules for using a ski pass:
Skiing is a sport involving a high degree of risk. Every skier is responsible for their own safety!

1. Be respectful to others – ski slope users must act and behave in a manner that does not endanger any other person or cause damage to others either by their actions or by their equipment.
2. Be in control of your speed and actions -– all ski slope users must adjust their speed and actions according to their own personal capabilities, as well as to the general terrain and weather conditions, quantity of snow, and number of other users on the slopes. On slopes that exceed your skills and technique, you ski or snowboard at your own risk.
3. Right of passage – a ski slope user who is on a higher ground has to choose his own path bearing in mind the safety of persons below and/or in front of him. Due to the specific technique involved in riding a snowboard, which reduces the angle of vision, snowboarders are obliged to check the space on their left and right sides whenever changing their direction.
4. Overtaking – you can overtake from right or left, but you have to keep a fair amount of distance so as to foresee the actions of the person you are overtaking.
5. Entering the slopes and intersections – when entering the slope or at slope intersections, every ski slope user must scan his/her environment to make sure he or she may safely proceed.
6. Stopping – every ski slope user must avoid stopping at narrow or poorly visible places, and in the event of falling, he or she is obliged to free the slope as soon as possible.
7. Climbing up and down on foot – if a person is forced to climb up or down the slope on foot, he or she must walk alongside the edge of ski slopes, taking care that neither he or she or their equipment poses a threat to others.
8. Abiding by the rules, marking, and signalization – a ski slope user is obliged to pay attention to the information, weather conditions, slope conditions, and level of snow. The user is also obliged to follow the slope marking and signalization.
9. Help – any person who witnessed or took part in an accident is obliged to help by alarming the authorities. If needed or requested by the rescue team, any person who witnessed or took part in an accident is obliged to put himself or herself at their disposal.
10. Identification – any person who witnessed or took part in an accident is obliged to identify himself or herself to the rescue team.
11. It is prohibited to use the slopes while under the influence of alcohol, psychoactive drugs or other medications that hamper user’s capabilities.
12. Motor sleds – it is strictly prohibited to use motor sleds on the slopes, except for official purposes.
13. Use of a safety helmet – use of a safety helmet is mandatory for children under the age of 14 and is recommended to all skiers.
14. Skiing out of the boundaries of the slopes and in the wilderness shall be at your own risk.
15. FIS ski slope rules, signaling, and markings are applicable to both skiers and snowboarders.