Gaga Turs | Zlatibor

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COMPANY NAME: Gaga Turs Zlatibor d.o.o.
ADDRESS: Rade Koncar 33
CITY AND ZIP CODE: Belgrade 11000, Republic of Serbia
TAX ID (PIB): 101073809
REGISTRATION NO. (MB): 06111173
Business Activity Code: 4931
Current Account: 325-9500700233252-03
Customer Support: +381 64 87 07 333
Info and email for complaints: office@gaga-turs.rs

Attention: please read these Terms of Use carefully before using the Gaga Turs website or application. By using our website or application, you confirm that you have read, understood and accepted these Terms of Use (hereinafter: Terms). Gaga Turs Zlatibor DOO reserves the right to amend the Terms at any time by making changes to this text. We recommend that you visit this page from time to time to check whether the Terms have changed since your last visit.

Content published on the Gaga Turs website or application is the property of Gaga Turs Zlatibor DOO and may be used only for non-commercial purposes, provided that all stated copyright notices are respected. It is not permitted to alter the content of this website or application in any way, nor to reproduce or publicly display, perform, distribute or otherwise use it for public or commercial purposes. If you wish to use content published on this website or application for purposes other than those stated herein, you must contact us to obtain permission.

When using our website or application you are not permitted to:

- Interfere with or disable any security-related features of the website or features that prevent or restrict use or copying of available content.

- Post or transmit to the website or application any material that is threatening, defamatory, obscene, offensive, pornographic or abusive.

- Post material that may incite racial hatred, cause harassment, or any discomfort arising from violation of privacy, trust, through discriminatory, threatening or provocative comments.

- Provide inaccurate information regarding personal data in your profile.

- Use another person's personal data without that person's permission, or falsely represent that you are acting on behalf of a third party, company or organisation.

- Engage in any illegal or unlawful conduct.

- Modify, interfere with, intercept or hack the website or application in order to disable them.

- Use specialised software to download content from the website or application.

If you breach any of these Terms we may prevent you from using this website or application on a permanent or temporary basis.

We may also take other measures, including but not limited to reporting you to the relevant authorities, sending a warning or filing a lawsuit.

Data Collection and Use

Personal information of visitors, such as name, address, telephone number, contact email address and similar, is processed and stored in a manner that ensures third parties do not have access to its content. Third parties do not include affiliated legal entities — including the founder of Gaga Turs and other legal entities operating within the same ownership or control structure — that are engaged in the development, maintenance and operational functioning of the website and mobile application. Such entities may be granted access to personal data only to the extent necessary to carry out the aforementioned activities, subject to the obligation of confidentiality and compliance with applicable data protection laws.

On behalf of Gaga Tours Zlatibor, we undertake to protect the privacy of all our customers. We collect only the data necessary for business operations and providing quality services to customers, and data is processed in a lawful and transparent manner. Collected data includes personal data such as name, surname, email address, telephone number and address, as well as technical data such as IP addresses and cookies, which enable the optimal functioning of the website. Collected data is used to process orders, provide services, send promotions and marketing notifications, as well as for analysis and improvement of the user experience. All customer data is strictly protected and accessible only to employees for whom such data is necessary to perform their work. Employees include staff of affiliated legal entities — including the founder of Gaga Turs and other legal entities operating within the same ownership or control structure — engaged in the development, maintenance and operational functioning of the website and mobile application. Such entities may be granted access to personal data only to the extent necessary to carry out the aforementioned activities, subject to the obligation of confidentiality and compliance with applicable data protection laws. Customer data is processed on the basis of their consent, for the purpose of fulfilling legal obligations or on the basis of the legitimate interests of the merchant. The customer has the right to withdraw their consent for marketing activities at any time, including sending promotional notifications, as well as to unsubscribe from mailing lists or refuse participation in marketing campaigns. Customers have the right to access their data, request correction, deletion or transfer of data, and to restrict the processing of data. All employees of Gaga Tours Zlatibor (and business partners) are responsible for respecting the principles of privacy protection.

Data Storage and Retention

Gaga Turs Zlatibor DOO makes maximum efforts on its website to protect your privacy when you are online as a user. Your personal information is stored securely and confidentially, and processed lawfully in accordance with this privacy policy. We take appropriate technical and organisational measures to protect against unauthorised and unlawful access to and processing of your personal data, including encryption of your information. We will retain your information for as long as necessary to process your order and payment, carry out refunds, respond to a complaint or provide you with promotional information to which you have subscribed.

Cookie Policy

A cookie is information stored on your computer by a website you visit. This website uses cookies to ensure basic functionality, improve the user experience, analyse traffic and tailor content to your interests. By using the website you may accept the use of all cookies, decline their use or configure individual options according to your preference. If you choose to decline cookies or if they are not enabled, the website will only use those necessary for basic functioning, and certain features, such as saving products to a cart or logging into a user account, may be limited. Cookie settings can be changed at any time through your browser options or through the available settings on the website.

Users

When purchasing through the website, the user has available the option to purchase with registration and login, as well as the option to purchase without registration.

When purchasing through the Gaga Turs app, the user has available only the option to purchase with registration.

The user declares that they are legally and commercially capable, that they are over 16 years of age or have parental permission enabling them to open an account on the Gaga Turs website or application or to make online ticket purchases. When registering, the user is required to provide accurate and complete information. The user may only be a natural person.

Invoicing for Purchased Tickets

The purchase of tickets through the website and mobile application is available exclusively to natural persons, with the mandatory issuance of a fiscal receipt.

The purchase of tickets by legal entities is not currently enabled, nor is the issuance of invoices for such purchases.

If a natural person who has made a purchase subsequently requires the issuance of an invoice in the name of a legal entity, they must first cancel the purchased ticket (in accordance with the cancellation rules), and then purchase a new ticket directly at the AS Uzice sales point, submitting a request for invoice issuance.

Types of Tickets

Users of the online sales point and mobile application have the option to purchase a bus ticket, which entitles them to use intercity bus transport services on routes operated by the bus carrier Gaga Tours Zlatibor DOO.

One-Way Ticket

This type of ticket can be purchased at the standard fare or at a discounted price. In the case of a discount, the passenger is required to carry a valid document proving entitlement to the specific discount during travel. Otherwise, the ticket will not be considered valid and the passenger must purchase a ticket at the full price. It is not permitted for multiple tickets to be in the name and surname of the same passenger, as this prevents the determination of discounts and the fulfilment of conditions for international travel. If purchasing tickets for other passengers, the use of web sales or separate registration for each passenger through the Gaga Turs app is recommended. The ticket price includes hand luggage only. The carriage of larger luggage is charged separately by the driver according to the current price list for intercity and international routes.

Return Ticket

A return ticket may be:

- closed - with a predetermined return date,

- open - without a predetermined return date.

To use the return journey with an open ticket, the passenger must select the desired departure at least 2 hours before the desired return time via the link - Gaga Turs | Zlatibor. The return journey must be completed within 60 days of the date of the first journey.

To use the return journey with an open ticket purchased through the Gaga Turs application, the passenger must select the desired departure at least 2 hours before the desired return time via the Close Open Return Ticket option in the Buy Ticket section. The return journey must be completed within 60 days of the date of the first journey.

Ticket Digitisation

Through the Gaga Turs mobile application it is possible to digitise a ticket purchased on the bus. Digitisation is carried out by scanning the QR code on the ticket, which contains the ticket number. A digitised open return ticket can be closed via the mobile application, in the same manner described in the previous article. Digitised tickets are marked in a different colour compared to online tickets. During travel the passenger is required to present the ticket they originally purchased. Ticket digitisation currently serves only for closing an open return ticket.

Order Confirmation

After successful payment, you will receive a confirmation by email to the address you provided.

Available Payment Methods

Payment for products in our online store can be made in one of the following ways: Instant Payment of the National Bank of Serbia and payment cards - VISA, Maestro, MasterCard or Dina that support internet payments. Card payments are implemented in cooperation with AllSecure doo and OTP banka Srbija a.d. Novi Sad and are carried out in a secure and certified manner through the AllSecure Payment Gateway, by simply entering payment card details.

After entering the card details and confirming the payment, the bank authorises the transaction and the order is thereby approved. The amount will be reserved on your card (account) and will not be available for other purposes. Check with the bank that issued the card whether your card supports internet payments.

Instant Payment of the National Bank of Serbia - IPS scan: An online order can be paid by instant payment using the IPS scan method. When IPS scan is selected, the customer will be redirected to a page where a one-time IPS QR code provided by OTP banka Srbija a.d. Novi Sad will be displayed. Using the mobile banking application installed on their mobile device, the customer scans/retrieves the data of the generated IPS QR code and completes the payment simply and securely within their bank's environment. Information on the outcome of the payment will be displayed to the customer immediately upon processing on our website and will also be sent by email.

Payment Data Protection

When entering payment card details, confidential information is transmitted over a public network in a protected (encrypted) form using the SSL protocol, applying the most advanced methods of tokenisation of sensitive data, and in accordance with PCI-DSS standards. At no point is payment card data available to our system.

The "PGS Technology Partnership" Gateway applies the highest international standards of information security and data protection, providing a secure and reliable environment for online payments. All merchants using the platform are automatically included in the 3D Secure authentication mechanism, which further enhances customer protection and reduces the risk of payment card misuse. Customer card data is not stored on the merchant's systems, while all communication and data entry is protected by advanced SSL encryption protocols.

The platform is certified in accordance with the PCI DSS Level 1 standard, which represents the highest level of compliance in the payment card industry. The PCI DSS standard defines strict security requirements for the processing, transmission and storage of sensitive cardholder data, ensuring a high level of protection throughout the entire payment process — from data entry at the point of sale, through communication with banks and card organisations, to any further processing and storage of data.

Currency Conversion Statement

All payments will be made in the local currency of the Republic of Serbia - the dinar (RSD). For informational display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount charged to your payment card will be expressed in your local currency through conversion at the rate used by card organisations, which at the time of the transaction may not be known to us. As a result of this conversion, there may be a slight difference between the original price stated on our website and the amount you see on your payment card statement.

Card Registration

When the customer's card details are, at their request or at the merchant's decision, TOKENISED (stored in a certified manner for future use), those details are stored on AllSecure PCI-DSS Level 1 certified servers. Tokenised card data is transmitted in a completely secure and certified manner. At no point does the merchant have access to the card number or other sensitive data; instead, a reference number (token) is received which only the merchant may use in accordance with the terms agreed with the customer. The customer has the option to deregister a previously registered card, as well as to modify the details of a previously tokenised card.

Purchase Instructions

All services displayed on our website www.gaga-turs.rs and the Gaga Turs mobile application can be ordered quickly and easily.

If you choose to pay by card, fields will appear in which you must enter the following details: card number, cardholder name, card expiry date and CVV number (the card verification number) - this is the number usually found on the back of the card. Following the card number (the full 16-digit number or only the last 4 digits may be shown) there is a separate code usually consisting of 3 digits (some cards have 4 digits), and that three-digit number is your CVV number. You may also be asked to enter the card type (brand).

In the next step, a purchase confirmation will appear, which you can print or simply note the transaction details: information on the transaction status (whether the transaction succeeded or not), the order ID (each order ID is unique), the amount paid and the currency in which the transaction was carried out, the last 4 digits of the card used for payment and the card type or brand, the bank authorisation code (a number unique to each successful card transaction), and the date and time the transaction was carried out.

This step concludes the online purchasing process. You will then be notified of the status of your order by email. After the email confirming a successful transaction, you will receive a further email with the travel ticket and fiscal receipt attached.

If you encounter any problem during the ordering process, our call centre is always available on the numbers: +381 31 524 518 and +381 64 8707333, operating on weekdays from 08:00 to 16:00, or by email at office@gaga-turs.rs.

Delivery and Possible Restrictions

After the email confirming a successful transaction, you will receive a further email with the travel ticket and fiscal receipt attached.

Complaints Procedure

The user has the right to submit a complaint in accordance with the applicable Consumer Protection Act.

Complaints may be submitted by email to office@gaga-turs.rs.

A complaint may be submitted in the event of deficiencies arising during the purchase process (e.g. amount charged but ticket not sent), as well as in cases where the purchased ticket could not be used for transport services for reasons not attributable to the passenger.

The deadline for submitting a complaint is 30 days from the date on which the grounds for the complaint arose. If the complaint relates to the purchase of a ticket, the deadline runs from the date of purchase; in the case of a complaint regarding the transport service, from the date of travel.

The complaint will be recorded and responded to within the statutory deadline.

A complaint may be upheld, partially upheld or rejected, with reasons provided. In the event of upholding, the passenger will be offered re-issuance of the ticket or a refund, depending on the nature of the complaint.

Refunds

In the event of a refund to a customer who previously paid by payment card, in whole or in part, and regardless of the reason for the refund, Gaga Tours DOO is required to process refunds exclusively via VISA, EC/MC, Maestro and Dinacard payment methods, meaning that the bank, at the request of the seller, will refund the amount to the account of the payment cardholder.

In the event of payment via the IPS model, the funds will be returned to the passenger to the account number they provide in a written statement requesting a refund.

Withdrawal from Purchase

For online tickets, the passenger may cancel their journey up to 2 hours before departure from the initial station. The ticket the passenger wishes to cancel must be sent to the email address office@gaga-turs.rs, along with the account number if payment was made by IPS.

The passenger also has the right to unilaterally terminate the contract, in accordance with the rules on the right of unilateral termination of contracts concluded at a distance, within 14 days. This right may not be exercised if the passenger transport service has already been performed. The withdrawal form can be downloaded here and sent completed to the email address office@gaga-turs.rs.

VAT Statement

VAT is included in the price and there are no hidden costs.

General Conditions of Passenger Transport

All tickets purchased through the website and mobile application are subject to the General Conditions of Intercity Passenger Transport. By purchasing a ticket, the passenger agrees to these conditions.