This is a translation provided for information purposes. In case of any discrepancy, the Serbian version prevails.

General Terms of Use

Statement on privacy protection and the collection and use of users’ personal data

When processing credit and debit card transactions through e-commerce, the Merchant redirects the buyer to the bank’s page, where the User securely enters the card details.

This achieves the following objectives:

The Merchant does not hold the card data and is therefore relieved of meeting additional security requirements (secure links and secure data storage) that have so far been a condition for this type of business.
The bank develops new Payment Gateway functionalities and aligns existing ones with the requirements of Visa, MasterCard and American Express, enabling the Merchant to focus on its core business.
The page to which the buyer is redirected when making a payment is called the Hosted Payment Page (HPP).

Protection of user privacy

On behalf of the websites airfantast.com and aviokarta.rs, we undertake to protect the privacy of all our customers. We collect only the necessary, basic data about customers/users and the data necessary for doing business and informing users in accordance with good business practice and in order to provide a quality service.

We give customers a choice, including the option to decide whether or not they wish to be removed from the mailing lists used for marketing campaigns. All data about users/customers is strictly protected and is accessible only to employees who need this data to do their work. All employees of the company Airfantast and of the aviokarta.rs websites are responsible for observing the principles of privacy protection.

Privacy protection policy

This policy describes the information and privacy protection practices applied on aviokarta.rs, and on occasions and events at which information is collected by the company Airfantast d.o.o. or on its behalf. When you provide us with your personal information, you agree to the practice of using the information in the manner described in this policy.

Protection of confidential transaction data

When payment card data is entered, the confidential information is transmitted over the public network in a protected (encrypted) form using the SSL protocol and the PKI system, currently the most advanced cryptographic technology. The security of data during the purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the entire payment process takes place on the bank’s pages. At no time is the payment card data available to our system.

Types of notifications to users about promotions

* Advertisements

* Leaflets

* Newsletters

* Postal letters

* Catalogues

* E-mails

Types of information collected

The information that Airfantast d.o.o. may collect is:

* Your contact information (first name, last name, postal and e-mail address, telephone number)

* Billing and delivery information (credit card number, delivery address)

Collection of information

During a purchase or while using our services, we may ask you for your personal information. This may happen in the following cases:

* during online registration of a user account

* when purchasing a plane ticket

* by participating in prize games, giveaways, surveys and research

* by establishing contact via the Web pages

* by participating in other activities of Airfantast. Use of information

The collected information is used in the following cases:

* filling in forms in requests for tickets or information

* organisation and administration of the members’ club

* providing and delivering customer services

* organisation and administration of prize games, giveaways, surveys and research

* conducting research and analyses

* sending information for marketing purposes

* carrying out other business activities

Collection of information about or from other persons

If you provide us with information about other persons, or if other persons provide information about you, it will be used strictly for the purposes for which it was provided. An example of this type of information is the address of a friend to which a ticket will be delivered, or a friend’s e-mail address recorded through the “Recommend to a friend” option or through some other options.

Disclosure of personal information

Airfantast d.o.o. does not sell or rent your personal data to third parties.

Airfantast d.o.o. may need to pass information on to certain third parties, such as our agents, service centres or other representatives acting on our behalf. This may be done in the following cases:

* fulfilling customer orders, i.e. issuing plane tickets

* sending marketing notifications

* delivering plane tickets by e-mail

* maintaining the members’ club

* performing customer services

* conducting research, analyses or other enquiries

* sending regular postal or electronic messages

* processing payments by credit card

Third parties with which Airfantast d.o.o. has a contract are authorised to use the information passed on to them exclusively for the purposes for which they were engaged. As part of the contract with them, they are obliged to follow the privacy rules we have passed on to them and to take reasonable precautions to ensure the security of your personal data.

Airfantast d.o.o. may be compelled to disclose personal data to competent judicial authorities, upon a court summons, to court investigators or otherwise as prescribed by law. We also reserve the right to report to investigative authorities activities we consider to be unlawful. Airfantast d.o.o. may disclose certain personal data if we believe that such action is reasonably necessary to protect the rights, property and safety of others and ourselves. Likewise, personal data may be transferred in the event of a corporate sale, merger, acquisition, dissolution or a similar event.

Option to opt out of marketing activities

Once we have collected your data, we may send you marketing notifications containing special offers, promotions, sales and other content. At any time you have the option of not accepting future marketing notifications from Airfantast. To stop receiving marketing notifications, please take one of the following steps:

* Follow the unsubscribe instructions in the marketing notifications you have received from us.

* Through the Airfantast d.o.o. Call Centre by calling +381 21 4243 34 or +381 69 4243 424 (Monday to Friday from 09:00 to 19:00)

* By sending an e-mail to info@airfantast.com or info@aviokarta.rs with the subject “Unsubscribe”

* By sending a letter to the address:

Airfantast d.o.o.
Jevrejska 10
21000 Novi Sad, Srbija

When sending an e-mail or a letter, please state your full name, address, telephone number and e-mail address, and specify which type of marketing communication (e.g. e-mail, direct postal letters) you do not wish to receive. This will ensure that you are identified in our system so that we can successfully process your request.

Airfantast d.o.o. will take the necessary steps to implement your request to stop receiving marketing notifications. Please note that, due to data processing, postal and system deadlines, this procedure may take 5 working days for e-mail messages and 2 weeks for direct mail. Until this change takes effect, you may continue to receive our marketing notifications during that period.

Please also bear in mind that even after you unsubscribe from marketing notifications, you may continue to receive business notifications such as plane ticket order confirmations, information on members’ club status or other notifications concerning Airfantast

Ensuring the security of personal data

For every online purchase via the Internet, security measures and reasonable precautions are applied to prevent the loss, misuse and unauthorised access to your personal data under our control. Airfantast d.o.o. cannot ensure or guarantee the security of any data transmitted by e-mail, so you do so at your own risk.

Since the security of your personal data is a high priority, a number of actions have been taken to enable reliable, accurate and secure data transfer. The Airfantast d.o.o. Web pages use encryption technology, such as Secure Sockets Layer (SSL), to protect your personal data during data transfer. SSL encrypts order data, such as your first name, last name, address and credit card number.

To raise the level of security, when creating a user account on our Web pages you need to choose a personal password that should contain 6 to 30 characters, including a combination of letters and numbers. You are personally responsible for keeping your password and user account data confidential.

Use of Internet cookies, other technologies and third parties for data collection

An Internet cookie is a small file that a Web page or e-mail message sends to your Internet browser, which can then store it on your hard disk. Our Web pages and e-mail messages use Internet cookies to personalise the purchasing procedure on our Web pages as much as possible. A cookie simulates a continuous connection. Cookies make it possible to store information about your settings and sessions and allow access to the Web pages without personalising them again.

The Web browser can be set not to accept Internet cookies. In that case you will be able to view our Web pages, but you will not be able to create a user account.

Our Web server automatically collects information such as the address (URL) of the Web page you came from, which pages you visited on our website, which Web browser you use to view our Web pages, and other statistical data that help us understand how visitors use our Web pages.

The aviokarta.rs and airfantast.com websites use services provided by third parties which, on our behalf and via the Internet, analyse the traffic and visits to our Web pages. In this way, anonymous information may be collected about your visits to our Web pages and your interaction with our advertising. For these purposes, technologies similar to those described in the previous paragraphs may be used to measure the effectiveness of advertising and e-mails.

Conversion

All payments will be made in the local currency of the Republic of Serbia – the dinar (RSD). For the informative display of prices in other currencies, the exchange rate defined by IATA is used. The amount charged to your payment card will be expressed in your local currency by converting it at the exchange rate used by the card organisations, which cannot be known to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price stated on our website.

Contact

If you have questions or complaints regarding the privacy and security of your data, or if you have knowledge or suspicion of a breach of privacy or security, please contact us in one of the following ways:

* Call our Call Centre on +381 21 4243 34 or +381 69 4243 424 (Monday to Friday from 09:00 to 19:00)

* Send a request by e-mail: info@aviokarta.rs

* By sending a letter to the address

Airfantast d.o.o.
Jevrejska 10
21000 Novi Sad, Srbija

Description of the delivery method

After completing the reservation and choosing to pay with a Visa, Master or American Express card, you will be redirected to the secure Banca Intesa page where you will make the payment. When the transaction has been successfully completed, you will receive the electronic ticket by e-mail by the end of the day on which the online purchase was made.

After receiving the e-mail confirming your reservation, within the next 10 minutes you will receive an e-mail with a pro forma invoice for payment. If your journey begins within the next 24 hours, please contact us immediately by telephone on +381 21 4243 34 or +381 69 4243 424 during working hours (Monday to Friday from 09:00 to 19:00) or by e-mail to info@aviokarta.rs

Payment can be made at any bank (commission costs are at your expense). Before any method of payment, the buyer is obliged to check the ticket reservation received by e-mail or fax (passengers’ first and last names, flight date and time, and destination) and only then make the payment according to the payment instructions provided. If any irregularity or error is noticed, the buyer is obliged to react immediately so that the error can be corrected at once. If the error is noticed after the ticket has been issued, the buyer bears all costs of changes at their own expense. If the buyer makes the payment without any remark about an error, the buyer is deemed to agree with all the data in the reservation and that this data is correct, and tickets with such data are sent to the user by e-mail or fax. The main basis for issuing plane tickets is the payment reference number used when making the payment. The Merchant does not question whether the passenger makes the payment as a private individual or someone else makes the payment on their behalf.

If the passenger makes the payment after 16:00, at the weekend, during public holidays or at the post office, they are obliged to send us by e-mail to info@aviokarta.rs a scanned proof of payment or a photo of the payment slip clearly showing that the payment has been made, clearly indicating the post office/bank where the payment was made, as well as the payment reference number.

If your reservation must be issued urgently (24 hours or less), you must notify us of the payment by sending a scanned or photographed payment slip to info@aviokarta.rs

All notifications about changes/cancellations/reservations and all communication between the Merchant (AVIO) and the Buyer (website visitor) are carried out exclusively via the e-mail address the Buyer provided when booking the ticket. Without a written reply and notification from the Buyer, the Merchant does not take any action on its own initiative. The Buyer is obliged to reply to the Merchant’s enquiry as quickly as possible. The Merchant’s e-mail for communication is info@aviokarta.rs

If within 24 hours of payment you have not received an e-mail with your plane ticket number, please contact us immediately by telephone on +381 21 4243 34 or +381 69 4243 424, or by e-mail to info@aviokarta.rs if the purchase is outside working hours, i.e. not Monday to Friday from 09:00 to 19:00.

Once your payment has been recorded, you will be sent the electronic ticket, i.e. electronic document, by e-mail – if the ticket does not arrive in your mailbox on the same day you made the payment, you are obliged to notify the Merchant by 20:00 by e-mail to info@aviokarta.rs that you have not received the electronic ticket. If you fail to do so, it may happen as early as the next day that the airline cancels your reservation or changes the price, in which case an additional payment will be required.

Refunds, changes and flight cancellation

In the event of returning goods and refunding a buyer who previously paid the Merchant with one of the payment cards, partially or in full, and regardless of the reason for the return, Airfantast d.o.o. d.o.o. is obliged to make the refund exclusively through the VISA, EC/MC, Maestro and American Express payment methods, which means that the bank will, at the seller’s request, refund the funds to the cardholder’s account.

If the user paid by payment card for a flight of an airline that accepts payment cards and the airline charges the money directly, the refund to the buyer’s card is made by the airline directly after the refund has been processed by the Merchant. Airlines release the funds and refund the money to the buyer’s card within 45 working days. Airfantast d.o.o cannot influence how quickly the airline releases the funds and refunds the money to the buyer.

In the event of cancellation, change or partial cancellation of a particular reservation, trip or any other product or service the user has purchased through the website, the agency’s intermediary commission will not be refunded, and there is also a fixed fee calculated as follows:

Plane tickets: 2000 dinars on the day of the refund per ticket (per passenger), or for a change, plus payment of the airline’s cancellation or flight change costs, if any are incurred.

In the event of a change to a particular reservation, trip or any other product or service the user has purchased through aviokarta.rs, the fixed fee for additional reissue costs is a minimum of 2000 dinars per plane ticket.

If the passenger decides to cancel the flight themselves (voluntarily withdraws from the trip), the refund is made according to the fare conditions of the purchased ticket, with a fixed fee of 2000 dinars per passenger. Before the online purchase of the plane ticket, the passenger is informed of the fare conditions in the Fare details (restrictions) section, located below each flight combination.

Method of refunding the passenger

In the event of a justified complaint by the passenger, and in accordance with the airline’s fare rules and the terms of business of Airfantast d.o.o., which the passenger accepted when making the online purchase, and pursuant to the Consumer Protection Act, the buyer will be refunded the money in part or in full, depending on the channel through which they paid (directly to the payment card, current account or company account).

Refunds for plane tickets paid online are made exclusively through the VISA, EC/MC, American Express payment methods, which means that the bank will, at the seller’s request, make the refund to the cardholder’s account, i.e. directly to the payment card. The fixed fee retained by the seller, stated at the beginning of this article, is charged per changed or refunded ticket.

To find out what passengers’ rights are and in which cases a refund is approved, click on the Rulebook on passenger rights in air transport.

Money-back guarantee

Airfantast d.o.o. guarantees that the buyer will be refunded the money in part or in full for a cancelled contract according to the airline’s fare conditions (which the passenger agreed to and was informed of before concluding the contract) and the terms of business of Airfantast d.o.o. stated in this document, directly to the payment card, current account or company account (depending on the channel through which the payment was made to the merchant).

Low Cost

The company Airfantasr d.o.o. provides website visitors, as a service, with the possibility to book and buy plane tickets for Low Cost airlines (Wizz Air, Norwegian, EasyJet, Air One, Germanwings and many others). Airfantast d.o.o. bears no responsibility towards the buyer for any changes made by the airline.

The buyer is obliged to resolve all changes of travel date and time, flight cancellations or plane ticket refunds directly with the Low Cost airline. In the event of any change or cancellation of a reservation, Airfantast d.o.o. retains its commission (fee) for the use of the portal and does not refund this amount to the buyer.

The Low Cost airline charges the amount of the plane ticket directly to the user’s card.

Complaints

Complaints about the purchase of a plane ticket and refunds are handled according to the fare conditions of the purchased ticket and the refund approved by the airline. Before the online purchase of the plane ticket, the passenger is informed of the fare conditions in the second step, in the Fare details (restrictions) section, because fare conditions differ from flight to flight.

The passenger may submit a complaint to the merchant in one of these two ways:

* by sending an e-mail to info@aviokarta.rs

* by sending a letter to the address

Airfantast d.o.o.
Jevrejska 10
21000 Novi Sad, Srbija

In both cases, the reservation code, the passenger’s first and last name, the ticket number, a contact telephone number and an address for the reply to the complaint must be clearly stated. The complaint must contain text explaining in detail what the complaint relates to, as well as the circumstances under which the situation arose. The merchant then records the complaint in the complaints register and replies to the passenger in writing with a proposed solution.

You can also send a complaint by filling in the complaint form, which you can download here, or you can send us an e-mail requesting that we send you the document.

Pre-contractual information on the product/service and obligations

Airfantast d.o.o. provides pre-contractual information on the purchase and payment of services as follows:

* after the user selects the destination they wish to travel to and the dates, all available flights are displayed with the exact flight schedule, class, information on which airline it is, whether there are stopovers, the total journey time and the length of the layovers on the one hand, while on the other hand the passenger is immediately shown information on the permitted baggage, the airline’s fare details and the flight details themselves.

* when the buyer has been informed of all the details and selects the desired flight, all the details are displayed on one page, where the buyer can at any time cancel the flight booking or continue with the purchase to the end

* in the last step, before the final conclusion of the contract and completion of the reservation/online purchase, the buyer is shown the Airline Conditions and the Airfantast d.o.o. Conditions, which the buyer is obliged to read. Once fully informed, the buyer, by ticking the box on the left (shown in the picture), accepts the conditions of both the airline and the company Airfantast d.o.o., completes the reservation and thereby concludes the contract with the merchant.

Cancellation of the contract

At any time before the plane ticket is issued, the Buyer may cancel the contract (reservation) while it is active, without any consequences or costs. If the passenger wishes to cancel the contract after the plane tickets have been issued, the buyer in that case enters the contract cancellation process in accordance with the airline’s fare rules and the Airfantast conditions.

Regulations concerning travel documents, visa regime, foreign currency and health regulations

When the user travels abroad, the regulations concerning travel documents, visa regime, customs, tax obligations, as well as import-export and health regulations, must be observed. Responsibility for compliance with the above regulations lies exclusively with the user. On its website, Airfantast d.o.o. provides certain relevant information in order to assist the user. Under no circumstances is Airfantast d.o.o. responsible for the validity and completeness of such information.

To obtain valid information, the user should contact the consular section/embassy of the country they will travel to or through which they travel in the case of transit.

In situations where a passenger buys a one-way plane ticket, the customs service at the departure or arrival airport reserves the right to carry out additional checks on the passenger and request additional documentation in case they assess that the passenger wishes to remain in their country without permission, apply for asylum, or anything else for which they consider it unsafe for the passenger to stay in their country, or if the passenger has some history related to the country they wish to travel to. In such cases, the customs service may require the passenger to provide proof that clearly and explicitly shows when the passenger will return to the country of departure, international travel insurance, and funds covering the planned stay abroad, and the passenger may also be required to have a return plane ticket.

Airfantast d.o.o. bears no responsibility whatsoever for situations arising in this way, including if the customs service does not allow the passenger to board the aircraft or, on the other hand, does not allow them to leave the aircraft in the country they wish to fly to. In the event that the passenger is not allowed to board and the plane ticket is forfeited, its refund is made according to the fare conditions prescribed by the airline, with the merchant’s fixed fee stated in the section Refunds, changes and flight cancellation.

AIRFANTAST D.O.O.
Tax ID (PIB): 112188885
MB: 21624071

Director
Goran Portić