1) Enabled payment methods and description of the payment process
Payment for products in our online store can be made in one of the following ways: using payment cards - VISA or MasterCard that support online payments. Card payments are realized in cooperation with AllSecure d.o.o. and Hipotekarna banka, and are performed in a secure and certified manner via the AllSecure Payment Gateway, by simply entering payment card data.
After entering the card details and confirming the payment, the bank authorizes the transaction, whereby the order is approved and proceeds to the next stage of preparation for delivery. The amount will be reserved on your card (account) and will not be available for other purposes.
In the event that the payment is not completed, i.e., the amount is not deducted from the account within 14 days of accepting your order, that order will be cancelled and deleted. After the expiration of the 14-day period, the reserved funds on your account will be released and made available again. After that, you can repeat the same order or create a new one and make the payment for it.
Please check with the bank that issued your card whether your card supports online payments.
2) Applied standards and processes in data protection during card payments
When entering payment card data, confidential information is transmitted over a public network in a protected (encrypted) form using the SSL protocol, applying the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. At no time is payment card data available to the merchant.
3D Secure protection for all merchants and customers - AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using AllSecure Payment Gateway are automatically included in 3D-Secure protection, which guarantees customers the security of their purchase. Customers' payment card numbers are not stored on the merchant's system, and the data itself is protected by SSL encryption.
PCI DSS standards - AllSecure Payment Gateway is compliant with all requirements of card organizations in order to increase the security level of merchants and customers. From 2005 to date, the system has been continuously certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) defines the necessary security measures for processing, storing, and transmitting sensitive card data. PCI standards protect sensitive cardholder data throughout the entire payment process: from data entry at the merchant's point of sale, through communication between the merchant, relevant banks, and card organizations, as well as during the subsequent storage of that data.
3) How to refund money in case of card payment
In the case of a refund to a customer who has previously paid with one of the payment cards, partially or in full, regardless of the reason for the return, the refund is made exclusively via the same VISA or MasterCard card that was used for payment. Our bank will, at our request, refund the funds to the cardholder's account.
4) Conversion Statement
All payments will be made in Euros (€). If the payment is made using payment cards of foreign issuing banks, the transaction amount will be converted into the local currency of the cardholder according to the exchange rate of Visa/MasterCard card associations.
5) Complaints and Refunds
For all inquiries and complaints related to the payment of tickets and/or additional services, you can contact us via email address: [email protected].
For all inquiries and complaints related to refunds, you can contact us via email address: [email protected].
Deadline for submitting complaints: Complaints can be submitted no later than 8 days after the date of payment for tickets and/or additional services.
Response to complaint: All complaints will be resolved within 10 working days from the moment the complaint is received.
Note: We reserve the right to approve or reject the submitted complaint in accordance with the General Conditions of Carriage and the Contract of Carriage.