1. SELLER IDENTIFICATION AND BASIC PROVISIONS

These General Terms and Conditions of Online Purchase (hereinafter: Terms) govern the rights, obligations and responsibilities of the company:

  • Full business name: Public Enterprise "Gold Gondola Zlatibor"
  • Registered office: Ulica sportova bb, 31315 Zlatibor
  • Registration number: 21162035
  • Tax ID number: 109326994
  • Activity: 4939 – Other passenger land transport
  • E-mail for complaints: reklamacije@goldgondola.rs
  • (hereinafter: Seller) and each individual user who accesses and uses the services of the online store on the Seller's website (hereinafter: Buyer/User).

By purchasing tickets or special packages through the online store, the Buyer confirms that, prior to completing the purchase, they are fully acquainted with these Terms, the official Price List, the Rules of Conduct and Safety, as well as the accompanying procedures of the Seller, and that they accept them in their entirety.

By purchasing an e-ticket, a Contract of Carriage is concluded between the User and the Seller under the conditions defined in this document.

2. SUBJECT MATTER AND SALE OF SERVICES

The subject of sale through the online store are electronic tickets (hereinafter: e-tickets) for transport via the "Gold Gondola Zlatibor" cable car, as well as other services defined in the price list (Brunch in the Air, Romantic Cabin, etc.).

The Seller reserves the right to change prices without prior notice, however such changes do not apply to services already successfully purchased and paid for.

3. PURCHASE PROCESS, DELIVERY AND VALIDATION OF E-TICKETS

The purchase is completed by following the steps in the online store. A transaction is considered successfully completed only after authorisation by the bank and issuance of a purchase confirmation. The Buyer is solely responsible for the accuracy of the entered data (first name, last name, e-mail address, phone number).

Following successful payment, the Buyer receives a purchase confirmation, a fiscal receipt and an e-ticket with a unique QR code at the provided e-mail address. The Seller bears no responsibility for the inability to deliver the e-ticket due to an incorrectly entered e-mail address.

Statement on Card Acceptance and Payment Methods

We accept all validly presented payment cards: MasterCard, Maestro, Visa and DinaCard. All types of valid payment cards and payment methods are treated equally, without favoring or marginalizing certain card brands or payment methods

4. VALIDITY PERIOD OF ELECTRONIC TICKETS

  • Standard e-tickets: All standard e-tickets purchased through the online store during 2026 are valid until 31 December 2026 at the latest, inclusive of that date. The e-ticket is not tied to a specific calendar date and may be used on any day the cable car is in operation, up until the expiry of the stated deadline (end of the calendar year). After 31 December 2026, the e-ticket permanently ceases to be valid, cannot be used for a ride, and cannot be exchanged or refunded.
  • Special services (Brunch and Romantic Cabin): These services are fixed to a pre-selected date and time (slot) and are valid exclusively for that reserved slot.

5. PROTECTION AGAINST MISUSE AND NON-TRANSFERABILITY

Each e-ticket has a unique QR code and may be used at the validator (gate) only once, unless the type of package purchased explicitly provides otherwise.

Standard e-tickets are valid for the bearer. Any misuse, duplication, copying, forwarding or unauthorised sharing of the QR code constitutes grounds for immediate cancellation of the e-ticket in the system, without the right to compensation or refund.

6. REFUNDS, CANCELLATIONS AND RIGHT OF WITHDRAWAL

6.1. Standard E-Tickets (Cable Car Transport)
  • Right of withdrawal without reason within 14 days: A Buyer who has purchased a standard e-ticket through the online store has the right to withdraw from the contract within 14 days of the date of the online purchase, without stating a reason or explanation, provided that the e-ticket has not been used (i.e. has not been scanned at the cable car validators/gates). The withdrawal request must be submitted electronically to: reklamacije@goldgondola.rs, with the PDF of the e-ticket and fiscal receipt attached. Following verification in the system, the Seller will issue a full refund to the Buyer's card.
  • Unused tickets after the 14-day period: After the expiry of the statutory 14-day period from the date of purchase, the Seller is not obliged to issue a refund if the Buyer has not used the e-ticket by 31 December 2026 due to their own decision, forgetfulness or inability to travel. The Seller does not provide refunds for lost, stolen or damaged e-tickets.
  • Suspension of cable car operations (Adverse weather and technical reasons): Cable car operations are directly dependent on weather, safety and technical conditions, the assessment of which is made exclusively by the authorised cable car operator in accordance with safety procedures. If the cable car temporarily suspends operations or is not operating at all on the day the Buyer had planned to ride (due to strong winds, thunderstorm or technical failure), the Buyer may use the e-ticket on any other day up until 31 December 2026.
  • Right to a refund due to suspension of operations (after the initial 14-day period has expired): If the initial 14-day period from the date of purchase has expired and the Buyer arrives at the departure station on the day of their planned ride and the cable car is not operating for the aforementioned safety or technical reasons (force majeure, wind), and the Buyer objectively has no possibility of using the ticket on another day (e.g. foreign tourists, departure from Zlatibor before the ticket's expiry), the Buyer also has the right to withdraw from the contract and receive a refund. The Buyer must submit this request to reklamacije@goldgondola.rs within 14 days of the date on which the said suspension of operations occurred, along with supporting documentation (e-ticket and fiscal receipt).
6.2. Special Services with a Scheduled Slot (Brunch in the Air and Romantic Cabin)

In accordance with Article 36, Paragraph 1, Item 4) of the Consumer Protection Act of the Republic of Serbia, given that these packages include the delivery of goods and service (food and beverages) which is fixed to a pre-scheduled slot, the Buyer does not have the right to withdraw from the purchase, unilaterally terminate the contract, change the slot or receive a refund.

  • Absolute impossibility of withdrawal and non-attendance: Once the purchase of a Brunch in the Air or Romantic Cabin package has been successfully completed, withdrawal from the purchase is not possible within any time period. If the Buyer attempts to cancel the reservation, arrives late or does not appear at the scheduled time at all, they are not entitled to a refund or a replacement slot, and the paid funds are retained in full as the cost of the exclusive cabin booking.
  • Obligation to arrive: Users of the Brunch in the Air and Romantic Cabin packages are required to arrive at the cable car departure station no later than 15 minutes before the scheduled ride time. The Seller is not responsible for the inability to provide the service due to the user's late arrival.
  • Exception in the event of cable car suspension (Force Majeure): The only case in which a refund is issued is if the cable car is not operating at all during the scheduled slot of the special service due to force majeure (excessively strong winds, thunderstorm or technical malfunction). In such case, the Buyer will primarily be offered the first available alternative slot, and if the alternative slot is objectively not suitable for the Buyer (e.g. end of holiday and departure from Zlatibor), a full refund will be issued via an online complaint.

7. COMPLAINTS AND REFUND PROCEDURE

The Buyer has the right to submit a complaint in accordance with the Consumer Protection Act. All complaints relating to online purchases, as well as requests for withdrawal without reason for standard tickets within 14 days, are submitted electronically to the e-mail address: reklamacije@goldgondola.rs.

When submitting a complaint or refund request, the Buyer is required to attach the PDF of the fiscal receipt and the PDF of the e-ticket. The Seller is obliged to respond to the Buyer within 8 days of receipt of the request/complaint.

8. SAFETY, INFORMATION AND LIMITATION OF LIABILITY

  • Rules of conduct: The User undertakes to fully comply with the official Rules of Conduct and Safety on the gondola, the instructions of authorised personnel and the safety protocols at all stations. The Seller reserves the right to deny access to the cable car or remove any User who behaves in an unsafe manner, is under the influence of alcohol or other substances, or in any way endangers safety and order, without the right to a refund.
  • Pets: The transport of pets in gondola cabins is permitted under special conditions, restrictions and rules of conduct as defined by the general acts and accompanying Regulations of PE "Gold Gondola Zlatibor". The Buyer is required to familiarise themselves with these rules on the Seller's official website prior to purchasing a ticket and boarding a cabin. The pet owner is fully responsible for the behaviour of their pet and for any damage caused by the pet inside the cabin or to third parties.
  • Capacity limitations and queues: The Seller reserves the right to temporarily restrict access to certain facilities in the event of increased visitor numbers, safety reasons or technical limitations. The Seller is not responsible for ordinary waiting times and queues at stations resulting from increased visitor numbers or safety procedures.
  • Personal belongings: The Seller is not responsible for lost, forgotten, stolen or damaged personal belongings of users during the use of the gondola services.
  • Informational nature of photographs: All photographs of products and services (especially food and beverage packages for the Brunch and Romantic Cabin) on the website are for informational purposes only and may slightly differ from the actual appearance of the serving due to seasonal availability of items or the manner of presentation.

9. FORCE MAJEURE CLAUSE

The Seller is fully exempt from liability for non-performance, partial performance or delay in the performance of services if such was caused by force majeure. Force majeure is understood to mean circumstances beyond the Seller's control, including but not limited to: extreme adverse weather conditions (wind exceeding permitted safety thresholds, thunderstorm, lightning strike), general power outages in the electricity distribution network, sudden technical failures in the electromechanical assemblies of the cable car, decisions of state or local competent authorities, epidemics, strikes or a state of war.

10. FINAL PROVISIONS AND COURT JURISDICTION

The Seller reserves the right to amend these Terms at any time, and such amendments shall take effect upon publication on the Seller's website.

The contracting parties shall endeavour to resolve any potential disputes amicably and by mutual agreement. In the event that an amicable resolution is not possible, the court of competent subject-matter and territorial jurisdiction shall be responsible for resolving the dispute.