EKO Smile

Rules and Terms of participation in EKO Smile loyalty program

1.Each EKO Smile card (hereinafter: ES) is the property of the company EKO Serbia a.d. (hereinafter referred to as: the issuer) and remains in its ownership during usage of the user. The card user is obligated to return the card immediately at the request of the issuer.

2.The user undertakes to use the card according to the rules defined by the card issuer and that any assignment of the card to unknown persons or persons who are not members of their family is carried out at their own risk.

3.After filling out the digital application for the ES program at an EKO petrol station via a tablet, by entering the mobile phone number and verifying it through a PIN code received via SMS and verifying e-mail address on e-mail account entered to mobile app application form, the user will immediately receive an EKO Smile card that can be used at all EKO petrol stations in Serbia. Users can also download the EKO Smile mobile app, register in the same way as on a tablet, and use the QR code displayed on the app instead of the card. The EKO Smile app can be downloaded from the Google Play Store, App Store, and Huawei App Gallery.

4.The ES card can be used immediately upon receipt to collect points and redeeming Smile gifts. Points are earned for the purchase of derivatives of any kind, as well as for certain purchases in markets, cafes and car washes. The methodology of collecting points is explained in more detail in the part “About EKO Smile”, on www.ekosmile.rs.

5.The user must inform the cashier before paying the bill that they want to use the ES card to collect points. The use of the card to collect points is not possible after payment, nor is it possible to enter points retroactively.

6.The card user has the right to use the card for up to five (5) transactions per day. In case of using the card for more than five transactions, additional transactions will not be taken into account and the additional points received will be automatically cancelled. Any misuse of the card is considered unauthorized behavior and the card can be cancelled by the issuer in case of abuse.

7.Points collected by the card user will be automatically added to previously collected points after each transaction, no later than the day after the transaction was made. The total balance of points will be available to the card user and visible in the app and on the portal, no later than the next day after the transaction. When the cardholder uses certain points to redeem gifts, then the total number of points remaining on the card will be reduced by the number of points used to receive gifts.

8.The user can check the number of points through the EKO Smile mobile app, the portal www.ekosmile.rs, by calling the toll-free number 0800 088 887, which is available 24 hours every day (operator availability is until 10 pm, and after that, it is possible to leave a message on the voicemail) or at EKO petrol stations. EKO Serbia a.d. reserves the right to inform the user in another way about the total points collected.

9.In the event that the points are obtained in a way that is not in accordance with the above procedures and procedures stated on the portal www.ekosmile.rs, EKO Serbia a.d. reserves the right to refuse them without any further warning.

10.The card user is obligated to check, after each transaction, the accuracy and completeness of the data on the fiscal receipt received at the petrol station. The card user should keep the obtained fiscal receipts or other proof of purchase in case of the need to verify transactions or exercise the right to file a complaint.

11.In the event that the electronic reader at the petrol station, for any reason, cannot be used, i.e. does not allow the use of the ES card, the user is obligated to save the original invoice from the transaction and contact the card issuer through the toll-free phone line 0800 088 887 or in writing to resolve the issue of points being credited to the card.

12.The procedure and conditions for issuing gifts are defined by EKO Serbia a.d. and published in the current EKO Smile gift catalog. Information about the assortment and conditions of picking up current gifts can be found at EKO mobile application, on EKO petrol stations, on the portal www.ekosmile.rs.

13.EKO Serbia will regularly update the list of gifts and will notify users on the website www.ekosmile.rs in a timely manner. Gifts from the current assortment can be picked up at the petrol station or through vouchers:

•Gifts are picked up at the petrol station when they are displayed on the gift shelf of the "EKO Smile" program. Users are introduced to the possibility that for technical reasons a certain gift is may not available at every petrol station at all times or that the gift may not be available in larger quantities.

•When gifts are not displayed on the shelf, they are picked up via vouchers. The voucher is collected at the cash register. Smile program partners deliver gifts obtained via voucher to the desired address of the user, according to the conditions stated on the voucher. The cost of the courier service is borne by the Smile card user, unless otherwise stated on the voucher.

14.EKO Serbia a.d. reserves the discretion right to change the combinations of points and products or to add and remove products and services from the ES program in accordance with changes in the offer of ES program partners. EKO Serbia a.d. is not obligated or liable to the card user if the companies that cooperate with this program do not fulfill or only partially fulfill their obligations, as well as for any contractual or non-contractual damages.

15.Gifts that are awarded for a specific number of points cannot be exchanged for other gifts that are awarded for the same number of points. Gifts from one catalogue cannot be replaced with gifts from the previous catalogue, unless it is foreseen and announced by EKO Serbia a.d. The card user cannot "purchase" points with cash or exchange points for cash. Gifts cannot also be exchanged in any other way not previously announced by EKO Serbia a.d.

16.The card user will not be able to redeem a gift in the event that the ES card is not registered, if they forget to bring the ES card to the petrol station, or if the EKO Smile application is not activated, if they forget to bring the gift voucher to the partner company where the gift is collected, or if he lost the gift voucher after having received it.

17.In the event that a gift is not in proper condition, the card user can file a complaint only at the petrol station, where they must fill out and sign a complaint form. The complaint will be processed within eight (8) days, and if approved within fifteen (15) days as of filed complaint, the points will be returned to the user. ES partner companies are obligated to comply with all legal provisions regarding warranties and consumer protection and to resolve complaints within the legally prescribed framework and provide the card user with the service or replacement of the gift item.

18.The card user is obligated to notify EKO Serbia a.d. immediately if there is a change in the e-mail address or contact phone specified in the application, otherwise EKO Serbia a.d. will not be held responsible for the loss of correspondence.

19.The card user should immediately, through a toll-free call to the number 0800, 088 887, notify EKO Serbia a.d. in case the card has been stolen, demagnetized, destroyed or lost, or in the event that it is used for illegal purposes or against the rules, whereby the card user is responsible for any damage that may occur until they notify EKO Serbia a.d.  If the aforementioned situations are reported on time, the points collected up to that point are automatically transferred to the new card. In case of damage to the card or if the user finds a previously lost card, the user is obligated to hand over the cut old card at any EKO petrol station.

20.EKO Serbia a.d. reserves the right to unilaterally terminate this agreement and to terminate the ES card if the card user violates any provision stated in the Terms of Use of ES or on the www.ekosmile.rs portal, or if there is any other important reason. The agreement can also be terminated if both parties agree to the termination. In any case of termination of the agreement and card deactivation, the card holder is obligated to immediately stop using the card and return it to the company EKO Serbia a.d.

21.The card user can be any person over the age of 18.

22.Users who use EKO business cards for payment at EKO petrol stations are required to check the agreed-upon terms of use for the ES program within their respective companies.

23.Any misuse of the card is considered unauthorized behavior and the card can be cancelled by the user in case of abuse.

24.By signing the registration form for the EKO Smile, the user confirms that they have read, understood and agreed (gave consent) to the conditions of processing their personal data, as detailed in the document titled "PRIVACY NOTICE ON THE PROCESSING OF PERSONAL DATA BASED ON USER CONSENT” which is available on the EKO Smile mobile app, on the www.ekosmile.rs portal, on tablets at petrol stations.

25.EKO Serbia a.d. reserves the right to cancel ES cards that have not been used / have not been in operation for more than a year, as well as to delete points collected through the use of such cards. EKO Serbia a.d. reserves the right to delete points collected through the use of ES cards whose points have not been used for the gift exchanges within 24 months.

26.EKO Serbia a.d. reserves the right to change the rules of the ES program. All information about the changes will be published at EKO petrol stations and portal www.ekosmile.rs.