General terms and conditions

The guest undertakes in writing that he/she agrees to all terms and conditions, which he/she has read carefully. When applying, in order to book the desired arangement, the guest shall confirm his/her booking by paying 100% of the total value of the arrangement within three (3) days from receiving the pro-forma invoice. Should the guest fail to pay the said amount within the said period, the SH “Merkur“ retains the right to cancel such booking. The guest shall pay the due balance at the front desk of the SH “Merkur“ upon arriving at the facility.

Prices

The prices shall be as stated in the pro-forma invoice sent by the SH “Merkur“ booking team through email, letter, fax, or by online booking in the official site of SH “Merkur“ (www.vrnjcispa.rs). The contracted prices cannot be combined with another promotional offer or package, unless otherwise agreed on. Should a guest fail to use any of the services included in the arrangement, he/she shall not be entitled to refund. All additional services (on request) that are not included in the arrangement shall be payable as in the official SH “Merkur“ Price List.

* Discounts are not cumulative and cannot be combined with any other offer (e.g. Discounts earned on the basis of Merkur Passport can not be combined with action discounts).

Cancellation and change of booking

The cancellation is giving up the arrangement, and the change involves all kinds of changes of the original booking (a shorter stay, different time of using the arrangement...). The guest is obligated to promptly advise the SH “Merkur“ booking team of the cancellation or the cahnge and he/she shall bear the expenses as follows:

• 7 or more days prior to the arrangement start, the guest shall be entitled to full refund of the pre-paid amount,
• 6 and less days prior to the arrangement start, the guest shall be entitled to refund of 100 % of the prepaid amount,
• Should a guest leave earlier, he/she is obligated to pay 50% of unused days, which will be calculated according to the price of bed nights for the given category of room in which the guest is accommodated;
• Delayed departure – a guest of SH “Merkur“ is obligated to leave the room by ten o'clock on the last day of the arrangement. Should a guest have to stay longer (delayed departure), the following rules shall aply;
  • 10:00 – 14:00 - no extra payment/complimentary (decision made by the authorized official, in case of available vacancies),
  • 14 – 18 – full price of daily rest
  *The change of the booked arrangement without additional payment is possible to the moment of the booked arrangement start. In case of using a medical package, the change is possible at the first medical examination.
• Full refund is possible in cases as follows:
  • Death of a family member,
  • The guest's illness – proved in writing by a doctor of the SH “Merkur“,
  • Military/mobilization summons – the guest is obligated to present written evidence,
  • Court subpoena - the guest is obligated to present written evidence.
  Note: In case of extraordinary natural circumstances and/or personal emergency, the management of the SH “Merkur“ may consider not applying the cancellation policy in full.

Duties and responsibilities of the SH “Merkur“

The SH “Merkur“ shall undertake to:

• Make the room available to the guest at 12:00 on the first day of the arrangement,
• Make sure to provide services as described in the selected arrangement and explain possible failure to provide the services or part of services,
• Provide, in full and in the described manner, all the services as described in the selected arrangement except in case force majeure, natural disasters, or changed circumstances. In such cases, if possible, the SH “Merkur“ shall offer appropriate compensation,
• Take care of rights and interests of the guest with the care and diligence of a good service provider in this field.

Duties and responsibilities of the guest

The guest shall undertake to:

• Abide with the rules of the house in all facilites of the SH “Merkur“
• be deemed responsible for any harm he/she does, in paricular the harm caused by disobeying the rules of the house,
• pay the damages for the harm caused promptly at the front desk of the facilites of the SH “Merkur“ or another place as ordered by the damaged private or legal person
• advise the SH “Merkur“ of delayed arrival (after 14:00) at least one day prior to the arrangement start,
• leave the room by 10:00 o'clock at the latest on the last day of the stay.

GENERAL TERMS AND CONDITIONS

1. General terms and conditions define the rules that have to be complied with by both parties: the seller (MERKUR) and the buyer (GUEST) for sucessful completion of transactions by the Internet shop of the Special Hospital „Merkur“ (electronic payments). These general terms and conditions also define the consequences to be borne by either party should they fail to comply with the rules contained herein. Merkur retains the right to change or modify the general terms and conditions due to new circumstances and legislation; therefore you are required to check the latest version of general terms and conditions prior to any shopping of Merkur’s services.

2. The Internet shop of the Special Hospital „Merkur“ allows you to pay the services by credit cards if the following conditions are met: the Internet shop of the Special Hospital „Merkur“ accepts VISA, MasterCard and Maestro provided they are verified for electronic payment by the issuing bank. In case you are not sure whether your credit card supports this option, you are kindly requested to check with your bank. Only the credit cards issued in the state of your permanent residence are acceptable. The funds in the buyer’s account shall be reserved during the ordering process, and the account shall be indebted only upon the finalized transaction.

3. All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

4. The buyer will see in the bank statement that the funds were transferred to the account of eMS, the provider of electronic payment services.

5. In order to shop through the Internet shop of the Special Hospital „Merkur“, you have to have signed and be registered in the system.

6. The customers orders and pays for the services that he/she wants to use in the Sepcial hospital „Merkur“ through the Internet shop of the Special Hospital „Merkur“. The session of ordering and paying is limited to twenty (20) minutes from the last order to the payment completion. Should the buyer fail, for any reason, to complete the payment within the above defined period of time, the order shall be cancelled.

7. The Special Hospital „Merkur“ shall guarantee the price valid on the day of shopping regardless of any possible changes prior to commencement of using the paid services.

8. In case of an error during the shopping session (e.g. the Interent connection fails, or the credit card processor is unavailable...), the Buyer’s account shall not be indebted.

9. After shopping, the Buyer shall be able to check the shopping status by his/her email or profile in the site of the Special Hospital „Merkur“.

10. The Special Hospital „Merkur“ shall guarantee to their buyers protection of their data disclosed to eMS Ltd. Belgrade, Novi Beograd, Bulevar Milutina Milankovica 19g, Taxpayer Identification Number 104795126, Registry Number 20231858, the company acting as the provider of electronic payment services on behalf of the Special Hospital „Merkur“.

Claims ad refund

1. Claims can be lodged in two cases: In case the buyer applies to the Special Hospital „Merkur“ in writing , not later than seven (7) days before the beginning of using services; or the financial institutions that has issued the credit card applies to eMS in relation with the transaction.

2. Should the eMS accept the claim, the money shall be fully rufunded to the buyer through the VISA, MasterCard or DinaCard within eight days from lodging such claim.

3. Should such claim be accepted, all expenses related to such claim shall be borne by the Internet shop of the Special Hospital „Merkur“, and the Buyer shall not be subject to any additional expenses.

4. Should the claim be accepted, the Vendor (the Special Hospital „Merkur“) shall refund the funds exclusively through the VISA, MasterCard or DinaCard systems.

Refund procedure

1. Once the Buyer, the Internet shop of the Special Hospital „Merkur“ or eMS cancels a transaction fifteen (15) days prior to commencement of providing the service, the money may be refunded.

2. In case the refund is caused by the bank electronic system, the money shall be fully refunded to the customer within eight (8) days.

3. In case the refund is not caused by the bank electronic system, an appropriate commission shall be retained.

4. The money shall be refunded exclusively through the VISA, MasterCard or DinaCard systems, which means that the bank will refund the money to the card holder’s account upon his/her request.

Declaration of the confidential data

On behalf of Special hospital „Merkur“ we undertake to protect the privacy of all our customers. We shall collect only the necessary, basic data on our clients/customers and the data required for business activities and informing the customers in compliance with good business practices and in order to provide quality services. All the data on our clients/customers shall be well protected and available only to the employees who need such data for fulfilling their duties. All emplyees of this institution are obligated to obey the principle of privacy protection.

When you are using a credit card to pay through the Internet, the credit card data are entered into the bank’s protected page. The safety of the data in case of credit card payments is guaranteed by the credit card processor on whose pages all transactions are carried out. In no cases does the Special Hospital „Merkur“ or eMS Ltd., which enables accepting of paycards on behalf of the Special Hospital „Merkur“, have access to the data contained in your credit card.

Data protection during transactions

When the data on a credit card are being entered, the confidential information is transferred by the public line in a protected (cripted) form and by using SSL Protocole and PKI System, currently the most advanced technology.

The safety of the data in case of shopping is guaranteed by the credit card processor, Banca Intesa a.d. Belgrade, ant thus the complete process of payment is carried out on the bank’s pages. In no cases are the credit card data available to our system.

>Declaration of protection and collecting of customers’ personal data and their use

On behalf of Special hospital „Merkur“ we undertake to protect the privacy of our customers. We shall collect only the necessary, basic data on our clients/customers and the data required for business activities and informing the customers in compliance with good business practices and in order to provide quality services. All the data on our clients/customers shall be well protected and available only to the employees who need such data for fulfilling their duties. All emplyees of this institution are obligated to obey the principle of privacy protection.

How we protect confidential data on transactions

When you are using a credit card to pay through the Internet, the credit card data are entered into the bank’s protected page. The safety of the data in case of credit card payments is guaranteed by the credit card processor on whose pages all transactions are carried out. In no cases does the Special Hospital „Merkur“ or eMS Ltd., which enables accepting of paycards on behalf of the Special Hospital „Merkur“, have access to the data contained in your credit card.

When the data on a credit card are being entered, the confidential information is transferred by the public line in a protected (cripted) form and by using SSL Protocole and PKI System, currently the most advanced technology.

The safety of the data in case of shopping is guaranteed by the credit card processor, Banca Intesa a.d. Belgrade, ant thus the complete process of payment is carried out on the bank’s pages. In no cases are the credit card data available to our system.

The money can be refunded only through VISA, EC/MC and Maestro cards, which means that the bank shall refund the money to the customer’s account upon the customer’s request.

eMS Ltd. enables accepting of credit cards through the Internet on behalf of the Special Hospital „Merkur“

Your bank statement issued by your credit card bank shall contain the debt amount in favour of eMS Ltd which enables accepting of credit cards through the Internet on behalf of the Special Hospital „Merkur