1. Opšte odredbe
1. General Provisions
Ova Politika uređuje uslove i postupak otkazivanja usluga, podnošenja reklamacija i povraćaja novca za usluge kupljene putem veb-sajta belgraderivercruise.com, kojim upravlja [NAZIV FIRME D.O.O.], [ADRESA SEDIŠTA], PIB: [PIB], Matični broj: [MB].
This Policy governs the terms and procedures for service cancellations, filing complaints, and issuing refunds for services purchased through the website belgraderivercruise.com operated by [COMPANY NAME D.O.O.], [REGISTERED ADDRESS], TAX ID (PIB): [PIB], Registration Number (MB): [MB].
2. Otkazivanje usluge od strane korisnika/kupca
2. Service Cancellation by the Client/Customer
GUBITAK AKONTACIJE / DEPOZITA
U slučaju otkazivanja rezervacije od strane kupca iz bilo kog razloga, uplaćeni avans (depozit) se ne vraća.LOSS OF ADVANCE PAYMENT / DEPOSIT
In the event of reservation cancellation by the customer for any reason, the paid advance (deposit) is non-refundable.NEDOLAZAK ILI KAŠNJENJE
Ukoliko se kupac/gost ne pojavi u ugovoreno vreme ili kasni na polazak/preuzimanje usluge, uplaćeni iznos se ne refundira, a trajanje usluge se ne produžava.NO-SHOW OR LATE ARRIVAL
If the customer/guest fails to arrive at the agreed time or is late for departure/service pickup, the paid amount will not be refunded, and the duration of the service will not be extended.
3. Otkazivanje usluge od strane pružaoca usluge
3. Service Cancellation by the Service Provider
VREMENSKE PRILIKE (ZA REČNA KRSTARENJA)
Ukoliko se plovidba otkaže usled loših vremenskih prilika ili nebezbednih uslova na reci (po isključivoj proceni kapetana/skipera), kupcu se nudi prvi slobodan zamenski termin. Ukoliko zamenski termin ne odgovara kupcu, uplaćeni iznos/depozit se u celosti vraća.
WEATHER CONDITIONS (FOR RIVER CRUISES)
If a cruise is canceled due to adverse weather conditions or unsafe river conditions (at the sole discretion of the captain/skipper), the customer will be offered the first available alternative date. If the alternative date is not suitable for the customer, the paid amount/deposit will be fully refunded.VIŠA SILA I TEHNIČKI RAZLOGI
O nastanku okolnosti koje se smatraju višom silom, kao i o postojanju vanrednih tehničkih ili bezbednosnih razloga koji onemogućavaju bezbedno pružanje usluge, odlučuje isključivo pružalac usluge. U takvim slučajevima, pružalac usluge je dužan da bez odlaganja obavesti kupca putem kontakt podataka dostavljenih prilikom rezervacije (telefon, e-mail ili aplikacije za komunikaciju). Kupcu će biti ponuđen prvi slobodan zamenski termin, a ukoliko mu zamenski termin ne odgovara, uplaćeni iznos se u celosti refundira.
FORCE MAJEURE AND TECHNICAL REASONS
The occurrence of circumstances deemed as force majeure, as well as the existence of extraordinary technical or safety reasons preventing the safe provision of the service, shall be decided solely by the service provider. In such cases, the service provider is obliged to notify the customer without delay using the contact details provided during booking (phone, email, or messaging applications). The customer will be offered the first available alternative date, and if the alternative date is not suitable for the customer, the paid amount will be fully refunded.
4. Načini povraćaja sredstava
4. Refund Method
U slučaju ostvarivanja prava na povraćaj sredstava kupcu koji je prethodno platio nekom od platnih kartica, delimično ili u celosti, a bez obzira na razlog vraćanja, [NAZIV FIRME D.O.O.] je u obavezi da povraćaj vrši isključivo preko VISA, EC/MC, Maestro i DinaCard metoda plaćanja. To znači da će banka na zahtev prodavca obaviti povraćaj sredstava na račun korisnika kartice, te novac ne može biti isplaćen u gotovini niti uplaćen na drugi tekući račun.
In the case of exercising the right to a refund to a customer who previously paid with a payment card, partially or in full, regardless of the reason for the return, [COMPANY NAME D.O.O.] is obliged to issue the refund exclusively through VISA, EC/MC, Maestro, and DinaCard payment methods. This means that the bank will, upon the seller’s request, perform a refund to the cardholder’s account, and funds cannot be paid in cash or transferred to another bank account.
5. Postupak reklamacije
5. Reclamation & Complaints Procedure
Kupac ima pravo na podnošenje reklamacije ukoliko primeti da usluga nije pružena u svemu u skladu sa ugovorenim uslovima. Reklamacija se podnosi pisanim putem na e-mail adresu: [EMAIL ZA PRIGOVORE]. Prigovor mora sadržati broj rezervacije/transakcije, kontakt podatke i opis razloga za reklamaciju. Odgovor na reklamaciju biće dostavljen u roku od 8 dana od dana prijema.
The customer has the right to file a complaint if they notice that the service was not provided fully in accordance with the agreed terms. Complaints must be submitted in writing to the email address: [EMAIL FOR COMPLAINTS]. The complaint must contain the booking/transaction number, contact details, and a description of the reason for the complaint. A response to the complaint will be provided within 8 days from the date of receipt.
6. Izjava o konverziji valute
6. Statement of Currency Conversion
Sva plaćanja biće izvršena u lokalnoj valuti Republike Srbije – dinar (RSD). Za informativni prikaz cena u drugim valutama koristi se srednji kurs Narodne Banke Srbije. Iznos za koji će biti zadužena Vaša platna kartica biće izražen u Vašoj lokalnoj valuti kroz konverziju koja se vrši po kursu koji primenjuju kartičarske organizacije.
All payments will be processed in the local currency of the Republic of Serbia – Serbian Dinar (RSD). For informative 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 based on the exchange rate applied by payment card organizations.
