I GENERAL PROVISIONS
1.1. DUNAV GOLD DOO BEOGRAD – VRAČAR, with its registered office at Hadži Ruvimova 2, Belgrade – Vračar, company registration number: 21082074, tax identification number (PIB): 108858764, registered with the Serbian Business Registers Agency, whose principal activity is 3212 – manufacture of jewellery and related articles, also sells investment gold (hereinafter: the Company).
1.2. These General Terms of Website Use and Online Purchase (hereinafter: the Terms) govern the use of the Company’s website www.dunavgold.rs, the ordering and contract formation process, prices and payment, collection of goods, the contracting parties’ liability and the exercise of buyers’ rights.
1.3. The Terms apply to purchases made through the Website. All mandatory provisions of the Consumer Protection Act also apply to buyers who qualify as consumers.
1.4. Merely accessing the Website, browsing its content or registering does not constitute an order, the conclusion of a sales contract or consent to data processing for which separate consent is required. Before submitting an order, the User is given the opportunity to view, download and save the Terms, and confirms acceptance by a separate action during the ordering process.
1.5. Special terms for individual products or sales processes apply only if they have been clearly communicated to the User before the order is submitted and accepted as part of the contract. Individually agreed provisions take precedence over these Terms.
DEFINITIONS
2.1. The terms used in these Terms have the following meanings:
Website – the Company’s website displaying products, information and the online shop.
Shop – the part of the Website through which online orders are submitted.
User – a person accessing the Website, whether or not they have a user account.
Registered User – a User who has created a user account.
Buyer – a person with whom the Company has concluded a sales contract.
Consumer – an individual acquiring goods for purposes outside their business or other commercial activity.
Product or goods – a product offered by the Shop whose essential characteristics are specified in its description and the accepted Order.
Order – the User’s electronic offer to conclude a sales contract for specified products at the displayed price and on the displayed terms.
Order Value – the total amount payable by the Buyer to the Company for the products and all additional charges displayed and accepted in advance.
Acknowledgement of Receipt – an electronic notification that the Company has received the Order, which does not in itself constitute the Company’s acceptance of the offer.
Confirmation of Acceptance – the Company’s electronic statement accepting the Order and its terms, which concludes the contract at the moment the User can access it.
Price Reservation – the temporary holding of the price displayed when the Order is submitted, for the period and on the conditions defined in these Terms.
Location – the place for personal collection of the goods displayed during checkout and specified in the Confirmation of Acceptance.
Handover or delivery – the actual handover of the goods to the Buyer, constituting fulfilment of the delivery obligation and the moment ownership and risk pass to the Buyer.
Working Day – a day from Monday to Friday, excluding public holidays that are non-working days in the Republic of Serbia. Periods expressed in days without the qualification “working” are calculated in calendar days. Times displayed during checkout are local times in the Republic of Serbia.
III WEBSITE USERS AND REGISTRATION
3.1. Orders may be submitted by adults with full legal capacity, legal entities and sole traders, acting through their legal representative or an authorised person.
3.2. Unregistered Users may browse information and submit Orders. Registered Users may additionally use saved details for faster ordering, view their Order history and track favourite products, according to the Website’s available features.
3.3. The User must provide accurate, complete and up-to-date information required for registration and purchase. A person acting in the name and on behalf of a legal entity must provide authorisation in accordance with the law.
3.4. The Company may restrict account access where there are specific grounds indicating unauthorised use, misuse, a security threat or inaccurate information necessary for use of the account. Where possible, before imposing a restriction, it will ask the User to correct the information within a reasonable period.
3.5. Restriction or deletion of a user account may constitute grounds for the Company to terminate a contract that has already been concluded.
IV HOW THE SERVICE IS PROVIDED
Ordering process
4.1. The User submits an Order by:
1) selecting products and quantities and adding them to the basket;
2) entering the information required for purchase and communication;
3) selecting one of the available payment methods;
4) selecting a Location for personal collection;
5) reviewing the products, total price, any charges, the payment deadline and the specific delivery deadline, as well as the notice concerning the right of withdrawal or its statutory exclusion;
6) confirming acceptance of the Terms by clicking the designated checkbox during submission of the Order;
7) submitting the Order by activating the “Order” button.
4.2. Before submitting the Order, the User may correct the information entered, change the contents of the basket, payment method and Location, or abandon the order. The essential characteristics of the goods, total price and accepted delivery deadline are displayed immediately before the final step. Quantity, weight, gold fineness, manufacturer and other essential characteristics are specified for the particular product. Photographs do not replace the description or permit delivery of a different product without the Buyer’s consent.
4.3. By submitting the Order, the User makes an offer to purchase on the displayed terms and accepts that, if the Company accepts the offer in accordance with these Terms, an obligation to pay will arise. The Company promptly sends a separate electronic Acknowledgement of Receipt to the email address provided.
4.4. The Acknowledgement of Receipt contains the Order number, date and time of receipt, products and quantities, reserved price, total Order Value, any charges, selected payment method, Location, delivery deadline and the exact expiry time of the Price Reservation. It clearly states that it acknowledges receipt and does not accept the Order.
Verification of information and identity
4.5. Before accepting the Order, the Company verifies the information, the possibility of delivery and compliance with the conditions of sale. The Buyer’s identity is checked in accordance with applicable regulations. Customer due diligence, including verification of the beneficial owner and source of funds, is carried out when and to the extent required by anti-money laundering and counter-terrorist financing regulations, in accordance with the risk assessment.
4.6. The User is informed in advance of the required information and documents, the purpose and legal basis for obtaining them, and a secure method of providing them. A copy of an identity document is requested only where there is an appropriate legal basis. Providing a scanned document does not replace the identity verification procedure required by law. Biometric data from an electronic chip is not collected on the basis of these Terms.
Price Reservation and acceptance of the Order
4.7. The Price Reservation begins when the Website records the submitted Order. Its start and expiry times are displayed to the User and stated in the Acknowledgement of Receipt. During this period, a change in the market price cannot be grounds for changing the reserved price or rejecting the Order.
4.8. During the Price Reservation period, the Company sends a Confirmation of Acceptance or a notice of rejection or a request for further information. If it does not accept the Order during that period, the User’s offer expires unless the User and the Company expressly agree to extend it. A request for further information does not in itself extend the offer or bind the User to a new price.
4.9. The Company does not request payment before accepting the Order. Payment instructions are included in the Confirmation of Acceptance. The deadline for payment by bank transfer is specified in more detail in Section V. If payment on collection has been agreed, the agreed price remains fixed until the agreed collection appointment and does not expire after three hours.
4.10. Expiry of the Price Reservation before conclusion of the contract, but after acknowledgement of receipt of the Order, allows the Company to make a new offer with a new price and validity period. The new offer binds the User only if they expressly accept it. The User’s silence or earlier acceptance of the Terms does not constitute acceptance of the new offer.
4.11. Where verification of information or identity takes longer, that procedure is completed first and the User is then sent a new offer with the price and all purchase terms, unless the original reservation has been extended by agreement. The User is not obliged to buy the goods at a price determined subsequently.
V PRICES AND PAYMENT METHODS
Prices and charges
5.1. Prices and payments are expressed in Serbian dinars. The displayed selling price is the price payable by the Buyer for the product, including taxes where applicable.
5.2. Product prices on the information platform are updated automatically every 60 seconds, Monday to Friday from 00:00 to 23:59, according to movements in the gold price on the world market. Updates apply to future Orders and do not change the price under a valid Price Reservation or a concluded contract.
5.3. All charges levied by the Company, including any fee for a particular available payment method, are displayed before submission of the Order and included in its total amount. Additional services and charges require the User’s express consent and are not selected through pre-ticked boxes.
Payment methods and deadlines
5.5. Available payment methods are bank transfer and, where displayed and accepted during checkout, cash payment on personal collection at the Company’s registered office. Payment on collection is not available at other Locations unless the Company expressly specifies and agrees otherwise for a particular purchase.
5.6. For bank transfers, the Confirmation of Acceptance contains payment details and the exact payment deadline. The payment deadline is three hours from the sending of the final Confirmation of Acceptance of the Order and payment instructions.
5.7. To meet the deadline in the preceding clause, it is sufficient for the Buyer to execute the transfer within that period and provide credible confirmation from the bank that the instruction has been executed and their account debited. A payment instruction that has been created but not executed is not proof of an executed transfer and is not considered payment. If a bank transfer is made outside the Buyer’s payment service provider’s regular processing schedule, the Buyer must issue an urgent payment instruction to meet the deadline in the preceding clause.
5.8. Where payment on collection is approved, the Buyer pays at the Company’s registered office at the agreed time, immediately before handover of the goods. The deadline in clause 5.6 does not apply to this payment method.
5.9. Under Article 46 of the Law on the Prevention of Money Laundering and Terrorist Financing, the Company must not accept cash from a customer or third party in an amount of EUR 10,000 or more in the dinar equivalent as payment for goods. This restriction also applies to related cash transactions, meaning one or more sales contracts within a one-year period relating to the same buyer. Amounts of EUR 10,000 or more in the dinar equivalent must be paid into the Company’s bank account.
5.10. Bank transfers are normally made from the Buyer’s account. If a third party makes the payment, the Company reserves the right to reject the Order and return the funds to the payer’s account.
5.11. A payment made by the User on their own initiative before acceptance of the Order does not constitute a Confirmation of Acceptance. The Company promptly matches such a payment to the Order and informs the User of its status. If the Order is not accepted, the money is returned to the User in accordance with the procedure in clause 8.9. The Confirmation of Acceptance creates the Company’s obligation to deliver the goods, and payment before handover constitutes an advance payment towards the agreed price.
5.12. The Company issues the appropriate documentation for payment, advance payment and sale in accordance with the applicable regulations governing such transactions (advance invoice, fiscal receipt, invoice).
VI CONCLUSION OF THE CONTRACT
6.1. Displaying products on the Website constitutes an invitation to the User to submit an offer on the displayed terms. The User makes an offer by submitting the Order, and the Company accepts it by sending the Confirmation of Acceptance. The Acknowledgement of Receipt has only the meaning defined in these Terms and its content must not give the impression that the Order has already been accepted.
6.2. The sales contract is concluded when the User can access the Company’s electronic message containing an express and unconditional statement accepting their offer. The Confirmation of Acceptance cannot change the price, products, delivery deadline or other terms of the Order without the User’s further express consent. A message containing amended terms constitutes a new offer rather than acceptance of the original Order.
6.3. The Company completes the checks necessary for conclusion of the contract before sending the Confirmation of Acceptance.
6.4. The Confirmation of Acceptance contains details of the Company and Buyer, the Order number, products, quantities and essential characteristics, the price and total amount including charges, the payment method and deadline, the exact Location and delivery deadline, and information on complaints and the right of withdrawal or its statutory exclusion. The Company supplies the applicable version of the Terms and the necessary notices on a durable medium together with it. A telephone notification does not replace this documentation.
6.5. Personal collection of goods purchased in this way does not change the fact that the contract was concluded at a distance; handover of the goods constitutes performance of an already concluded contract.
6.6. The contractual documentation consists of the accepted Order, the Confirmation of Acceptance, the version of the Terms accepted when ordering and any expressly accepted special provisions. The Acknowledgement of Receipt and payment documents constitute supporting documentation. The contract and documentation are drawn up in Serbian or English, according to the language selected when ordering; the Buyer is enabled to save and reproduce them.
6.7. Ownership of the goods passes to the Buyer upon handover of the goods, after payment of the full price. The Company bears the risk of accidental loss or damage until handover to the Buyer.
6.8. Failure to deliver within the agreed period may entitle the User to terminate the Contract and obtain a refund.
VII DELIVERY METHOD AND DEADLINES
Place and method of collection
7.1. Goods are delivered exclusively by personal collection at the Company’s head office or at a selected Location within the Company’s network offered during checkout. An up-to-date list of Locations, their addresses, contact details and opening hours is available in the “Locations” section of the Website. The Location specified in the Confirmation of Acceptance governs the particular contract.
7.2. At Locations used to perform the contract, the Company arranges handover of the goods and remains responsible to the Buyer for proper performance. The Location may be changed after conclusion of the contract with the Buyer’s consent and without unapproved additional charges.
7.3. The Company does not arrange courier delivery or shipment of purchased goods to the Buyer’s address.
Delivery deadlines
7.4. The delivery deadline depends on the availability of goods from the supplier, market conditions and the product type and denomination:
- the standard period is 3 to 5 working days for goods available from the supplier’s stock;
- the extended period is up to 30 calendar days during periods of increased market demand when delivery within the standard period is not possible;
- the longest period is up to 90 calendar days for larger denominations that are not regularly available and are ordered from suppliers abroad.
7.5. The specific applicable deadline for each Order is communicated in the Confirmation of Acceptance. A period of up to 90 days applies only if the Buyer has been expressly informed of it and agrees to it. If no special deadline has been agreed, the goods are delivered without delay and no later than 30 days after conclusion of the contract.
7.6. The periods in clause 7.4 run from the date of conclusion of the contract, with the following day being the first day of the period. A delay by the Buyer in making payment or providing documentation does not entitle the Company to extend the period without justification. The Company communicates the specific consequences of the delay and, where necessary, agrees a new deadline or applies the rules on non-performance. Increased demand, supplier delays or changes in market price do not in themselves entitle the Company to change an agreed deadline unilaterally.
7.7. The Company informs the Buyer in good time by electronic message that the goods are ready at the selected Location and makes a collection appointment available within the agreed period. The notice contains the Location, opening hours, required documents and a proposed appointment.
7.8. The goods must be collected by the Buyer in person, with a valid identity document. The Company may request Order or payment details to match the transaction. At handover, the Buyer is allowed to inspect the goods and is given the invoice and other documentation, including a certificate where stated to be part of the product. Signing a collection acknowledgement does not waive rights arising from non-conformity or hidden defects under the applicable regulations of the Republic of Serbia.
7.8a. The Company does not accept collection of goods by a third party, regardless of any authorisation issued by the Buyer. Goods must be collected in person.
Delay and failure to collect
7.9. If a delay is likely, the Company promptly informs the Buyer of the reasons and a possible new deadline. The Buyer is not obliged to accept an extension or a substitute product. Their silence is not considered consent.
7.10. If delivery within the agreed period is an essential element of the contract, or the consumer informed the Company before conclusion of the contract that delivery on a particular date or within a particular period was essential, failure to meet that deadline causes the contract to terminate by operation of law. The consumer may keep it in force by promptly granting an additional period. In other cases, the consumer may grant a reasonable additional period; if the Company also fails to deliver within that period, the contract terminates by operation of law.
7.11. Following termination for non-delivery, the Company refunds the consumer the full amount paid under the contract immediately and no later than five (5) days after termination.
7.12. If the Buyer does not attend the agreed appointment, the Company asks them to arrange a new appointment and grants a reasonable additional period.
7.13. The Company bears the risk of accidental loss or damage to the goods until handover to the Buyer. Risk before handover includes the period during which the goods are held by the Company or a person engaged to perform delivery, and their transport to the agreed collection Location.
Handover takes place by personal collection at the agreed Location when the goods come into the possession of the Buyer. Payment of the purchase price, reservation or allocation of goods to the Buyer, transport of the goods to the Location and notification that the goods are ready for collection do not in themselves constitute handover or transfer risk to the Buyer, except in the event of unjustified refusal to receive the goods or prevention of delivery under the conditions in this clause.
After handover to the Buyer, the Buyer bears the risk of accidental loss or damage to the goods.
If the Buyer has terminated the contract or requested replacement because the goods handed over do not conform to the contract, the risk of accidental loss or damage does not pass to the Buyer, in accordance with Article 52 of the Consumer Protection Act.
If handover has not taken place because the Buyer refuses without justification to receive the goods or prevents delivery through their conduct, the risk of accidental loss or damage passes to the Buyer upon expiry of the agreed delivery period, or 30 days after conclusion of the contract if no delivery period was agreed. This rule applies provided that the Company has made proper handover possible in accordance with the contract and that handover failed for the stated reasons attributable to the Buyer.
VIII REJECTION AND CANCELLATION OF ORDERS
Rejection before conclusion of the contract
8.1. Before acceptance, the Company may reject an Order if:
1) the goods cannot be provided within the displayed and offered period;
2) information necessary to perform the contract is missing or inaccurate, or authorisation cannot be verified, and the irregularity has not been remedied after a request from the Company;
3) identity verification or other customer due diligence cannot be completed, or the User refuses to provide the necessary documentation;
5) the Company reasonably suspects misuse of the Website, third-party personal data or payment instruments;
6) there is an obvious technical error in the display of material information, of which the Company promptly informed the User before acceptance.
8.2. The Company communicates its rejection promptly by electronic means, giving a specific reason except to the extent that disclosure is prohibited by law.
Termination after conclusion of the contract
8.3. After the Confirmation of Acceptance, the Company may terminate the contract only on grounds provided by law, agreement or these Terms insofar as they comply with mandatory regulations. If the Buyer fails to meet a due payment obligation or provide the requested information, the Company first asks them to do so within a reasonable additional period, except where termination without granting an additional period for performance is permitted.
8.4. Website downtime, supplier delays or a change in market price after the Confirmation of Acceptance do not permit unrestricted cancellation of an already accepted Order.
8.5. If applicable regulations change or a competent authority issues an order requiring the transaction to be suspended, the Company will endeavour to perform the Contract to the extent possible.
Withdrawal and buyback
8.6. Under Article 38(1)(2) of the Consumer Protection Act, there is no right to withdraw without giving a reason within 14 days for goods whose price depends on fluctuations in the financial market beyond the Company’s control that may occur during the withdrawal period. This exception applies to investment gold products whose prices are determined on that basis, and the consumer is expressly informed of this before submitting the Order and in the Confirmation of Acceptance.
8.7. The Company may offer a voluntary buyback of previously purchased goods if it provides that service. Buyback constitutes a separate contract at a separately accepted buyback price and on separately accepted terms. It is not a refund following a justified complaint or termination and cannot be imposed in place of those rights.
Refunds
8.9. If an Order is not accepted but funds have been received, the Company refunds them without delay and no later than five (5) days after rejection or expiry of the offer. Termination for non-delivery is governed by clause 7.11 of these Terms, and termination for non-conformity by clause 9.12. In other cases of termination under these Terms, refunds are made without delay and no later than five days after the obligation arises, unless applicable regulations require a shorter period or permit withholding the refund until the goods are returned.
8.10. Refunds are made using the same payment method or to the account from which payment was received, unless expressly agreed otherwise, without additional charges for the consumer.
8.11. The Company will not reduce the refund because of a fall in the market price of gold, request processing costs or charges not approved by the Buyer.
IX LIABILITY
Website use and information
9.1. The Company takes reasonable organisational and technical measures to ensure reliable and secure operation of the Website but does not guarantee uninterrupted availability. Planned maintenance and temporary interruptions do not affect obligations under contracts already concluded or the Buyer’s ability to exercise their rights using the contact details in Section XV.
9.2. Liability for damage arising from use of the Website, technical problems, malicious software or third-party actions is assessed in accordance with applicable regulations and the particular circumstances.
9.3. General educational content on the Website does not constitute individual financial, investment, tax or legal advice. The Buyer decides independently whether to purchase and bears the risk of changes in the market value of properly delivered goods. The Company does not guarantee a future price or return. This provision does not exclude liability for inaccurate or misleading information, breach of contract or infringement of the Buyer’s statutory rights.
Conformity and defects in title
9.4. The Company must deliver goods conforming to the contract, particularly in terms of type, quantity, weight, fineness, manufacturer, authenticity, agreed packaging and documentation. The goods must meet the statutory subjective and objective conformity requirements. A manufacturer’s certificate and inspection on collection do not replace or limit the Company’s liability.
9.5. The Company is liable to the consumer for non-conformity appearing within two (2) years of delivery. If non-conformity appears within one year of delivery, it is presumed to have existed on delivery unless this is incompatible with the nature of the goods or defect. The Company bears the burden of proving otherwise.
9.6. The consumer informs the Company of non-conformity within two (2) months of becoming aware of it and no later than two years after delivery, subject to the statutory rules on suspension of time limits.
9.7. If the goods do not conform, the consumer may request that conformity be restored free of charge by repair or replacement, an appropriate price reduction or termination under the conditions in Articles 56 and 57 of the Consumer Protection Act. The consumer chooses between repair and replacement. The Company may refuse the selected remedy only where the statutory conditions of impossibility or a disproportionate burden on the Company are met, and must explain its reasons.
9.8. If non-conformity appears within 30 days of delivery, the consumer chooses replacement, an appropriate price reduction or termination, subject to the statutory restriction on termination for minor non-conformity. If the same or another conformity defect appears after the first repair, the consumer is entitled to replacement, a price reduction or termination; a further repair is possible only with their express consent.
9.9. The consumer may also request a price reduction or termination if the Company fails or refuses to carry out a proper repair or replacement, fails to remedy non-conformity despite attempting to do so, states or the circumstances indicate that it will not remedy the defect within a reasonable period and without significant inconvenience, or the defect is sufficiently serious to justify an immediate reduction or termination.
9.10. Conformity is restored within a reasonable period, without significant inconvenience and at no cost to the consumer. The Company bears the necessary costs of inspection, collection, repair, replacement and delivery. The consumer makes the goods available to the Company. The Company agrees a safe method of collection or return with the consumer while preserving their statutory rights.
9.11. Termination is not available for minor non-conformity, and the Company bears the burden of proving that a defect is minor. If the contract covers several products, termination may cover the non-conforming products or the whole contract where the consumer cannot reasonably be expected to retain only the conforming products. Statutory rights also include the right to withhold the remaining price until conformity is restored and the right to compensation for damage.
9.12. On termination for non-conformity, the consumer returns the goods at the Company’s expense, and the Company refunds the selling price paid within three (3) days of receiving the goods. The refund is calculated according to the price paid by the Buyer.
9.13. The Company is also liable for third-party rights that exclude, diminish or restrict the Buyer’s rights in the goods, in accordance with the law. Consumers’ rights arising from defects in title cannot be excluded or restricted contrary to law. For buyers who are not consumers, the relevant rules of the Law on Obligations concerning physical defects and defects in title apply.
9.14. If a separate commercial guarantee is provided with the product, its terms and guarantee document are supplied in the form required by law. It does not replace or limit consumers’ rights under applicable regulations. A certificate of authenticity does not in itself constitute a statement granting an additional commercial guarantee.
Complaints
9.15. The consumer may make a complaint concerning non-conformity, an incorrectly calculated price or other defects verbally at the designated complaints location, by telephone, in writing or electronically, using the contact details in Section XV. On the Website and at sales outlets, the Company clearly publishes how and where complaints are accepted and ensures an authorised person is available during opening hours. For purchases through the Website, a complaint may be submitted directly to the Company regardless of the collection Location.
9.16. An invoice or other appropriate proof of purchase is presented with the complaint, including a copy of an invoice, the Confirmation of Acceptance or payment evidence linked to the Order. An original invoice is not the only acceptable evidence. Inability to provide the original packaging is not grounds for rejecting a complaint, and charging for the costs of establishing non-conformity is not permitted.
9.17. The Company accepts the complaint, promptly issues written or electronic acknowledgement of receipt or provides a reference number, and keeps a record for at least two years after the complaint is submitted.
9.18. The Company responds without delay and no later than eight (8) days after receiving the complaint. The response contains its decision on acceptance, the reasons for any rejection, its position on the consumer’s request and a specific proposed remedy and timescale if the complaint is accepted.
9.19. The period for resolving a complaint concerning products covered by these Terms does not exceed 15 days from submission. The period is suspended when the consumer receives the response and resumes when the Company receives their reply. The consumer replies within three days of receiving the response. In its response, the Company expressly informs them of the suspension, the obligation to reply and the consequences of failing to do so. Silence is treated as disagreement with the proposal.
9.20. The period may be extended for objective reasons only once, with notification of the reasons and new deadline, the consumer’s consent and a record of that consent. The Company follows the accepted remedy. When rejecting a complaint, it informs the consumer of the possibility of out-of-court resolution and the competent bodies, in accordance with Section XIV.
X PERSONAL DATA PROTECTION
10.1. The Company is the controller of personal data processed for use of the Website and sales, in accordance with the Personal Data Protection Act. Detailed information is available in the Website’s Privacy Policy and, where necessary, when data is collected.
10.2. Data is processed on a specific legal basis: to take steps at the User’s request and perform the contract; to comply with legal obligations, including tax and anti-money laundering obligations where applicable; on the basis of the Company’s legitimate interests; or on the basis of separate consent where required. Acceptance of the Terms is not blanket consent for all processing purposes, promotional messages or non-essential cookies.
10.3. The Company collects only the information and documentation needed for a particular purpose, provides appropriate protection and restricts access. It defines the roles and responsibilities of Locations and persons it engages according to the actual relationship and the law. Information from identity documents and documentation concerning funds is not used for marketing.
10.4. The Privacy Policy sets out the categories of data, purposes and legal bases, recipients and any transfers, retention periods or criteria for determining them, whether providing data is mandatory, and individuals’ rights. Statutory retention periods apply to the relevant records according to the particular category of User data.
10.5. The User exercises rights of access, rectification, erasure, restriction, portability and objection, or withdrawal of consent where the statutory conditions are met, using the contact details in Section XV. They have the right to complain to the Commissioner for Information of Public Importance and Personal Data Protection. Deleting an account or withdrawing consent does not remove a legal obligation to retain certain data.
XI LINKS TO THIRD PARTIES
11.1. The Website may contain links to third-party websites. Before using those websites, the User checks their terms and privacy rules. The Company does not control their content, and a link alone does not constitute an endorsement or guarantee of their products or services.
XII THE COMPANY’S RIGHTS
12.1. The Company may edit, update and remove Website content and features, change its offering for future purchases and temporarily restrict Website operation for maintenance or security. Changes do not alter contracts already concluded or remove access to Buyers’ statutory rights.
12.3. Rights in Website content belong to the Company or their respective holders. The User may use the content for information and purchasing and may save the Terms and their contractual documentation.
XIII CHANGES TO THE TERMS
13.1. The Company may amend these Terms for future use of the Website and future Orders. Each version states its publication and effective dates and is available to download and save. Amended Terms apply from a clearly marked date that cannot precede publication.
13.2. The Order and contract are governed by the version accepted by the User when submitting the Order. Subsequent amendments to the Terms cannot have retroactive effect, change a valid reservation or alter the price, deadlines or rights under a concluded contract without the Buyer’s consent, except where a mandatory provision that may have changed applies directly.
13.3. The Company retains previous versions and enables the Buyer to access the version relating to their contract. If an amendment affects existing use of a user account, it informs the Registered User in good time.
13.4. The invalidity or unenforceability of an individual provision does not affect the remaining provisions if the Terms and contract can continue without it. If these Terms conflict with applicable regulations of the Republic of Serbia, the applicable statutory provision prevails.
XIV JURISDICTION AND APPLICABLE LAW
14.1. The Terms and contracts are governed by the law of the Republic of Serbia, particularly the Consumer Protection Act, the Law on Obligations, the Law on Electronic Commerce, the Law on Trade, anti-money laundering and counter-terrorist financing regulations, personal data protection regulations and the relevant tax regulations.
14.2. The Company and Buyer may attempt to resolve a dispute amicably, but negotiations are not a condition for making a complaint, seeking judicial protection or using other remedies.
14.3. A consumer may initiate out-of-court resolution of a consumer dispute after first making a complaint or objection to the Company. The Company is legally obliged to participate in that procedure before the competent body. An application must be submitted within the statutory period and no later than one year after the complaint was submitted.
14.4. Information on bodies for out-of-court resolution of consumer disputes and how to apply is available on the website of the ministry responsible for consumer protection and through https://vansudsko.must.gov.rs. On the Website and at sales outlets, the Company clearly displays a notice of its obligation to participate and provides the legally required information in a response rejecting a complaint.
14.5. Judicial disputes fall within the jurisdiction of the court with subject-matter and territorial jurisdiction.
XV COMMUNICATION
15.1. The Company’s details for communication, Order enquiries, complaints and the exercise of rights are:
Business name: DUNAV GOLD DOO BEOGRAD – VRAČAR.
Registered office and correspondence address: Hadži Ruvimova 2, Belgrade – Vračar.
Company registration number: 21082074. Tax identification number (PIB): 108858764.
Website: www.dunavgold.rs
Email address for enquiries and complaints: info@dunavgold.rs
Telephone: +38163232337
Opening hours and place for complaints in person: Monday–Friday, 08:00–16:00, Hadži Ruvimova 2, Belgrade – Vračar.
15.2. Current addresses, contact details and opening hours of collection Locations are available in the “Locations” section. Details of the selected Location are also provided in the Confirmation of Acceptance. The cost of a telephone call relating to the contract cannot exceed the price of a standard call.
15.3. Publication date of this version: 21 October 2026. Effective date: 21 October 2026.
