Terms & Conditions

Article 1. Service provider

These General Terms and Conditions of Business and Use of Limousine Services and the Application (the “GTC”) govern the rights, obligations and responsibilities of ROAD STAR D.O.O. BEOGRAD-ZEMUN, Zmajeva 12v, Zemun, Belgrade, company registration number: 22197916, tax identification number (PIB): 115723137 (the “Company”, “ROAD STAR”), on the one hand, and of the users of the application, drivers, passengers and business users, on the other hand.

Article 2. Subject matter of the GTC

The GTC govern: (i) the terms of use of the ROAD STAR digital platform/application for scheduling, ordering, confirming and paying for rides; (ii) the terms on which public passenger transport is provided by means of the limousine service; (iii) tariffs, fees and methods of payment; and (iv) limitations, complaints, liability and data protection.

The GTC apply to every ride, booking, electronic confirmation, use of the application, website, user account or any other ROAD STAR channel, unless a separate written agreement has been concluded with a particular user expressly governing a specific matter differently.

Article 3. Legal framework

The GTC have been prepared having regard in particular to: the Law on the Transport of Passengers in Road Traffic; the Law on Obligations; the Law on Electronic Commerce; the Consumer Protection Law; the Law on Personal Data Protection; the Law on Payment Services; the Law on Fiscalisation; the Law on Road Traffic Safety; the Law on Advertising; the regulations of the National Bank of Serbia and other mandatory regulations of the Republic of Serbia.

If any provision of the GTC conflicts with a mandatory regulation or with a consumer right that cannot be excluded by contract, the mandatory regulation shall prevail, and the GTC shall remain in force as to the remainder.

Article 4. Publication, acceptance and availability of the GTC

The GTC are published in the application, on the Company’s website and/or in another customary manner enabling the user to store, re-use and reproduce them.

By registering an account, confirming a ride, accepting an offer, using the application or using the transport service, the user confirms that he or she is familiar with the GTC and accepts them as an integral part of the contractual relationship.

In the event of a discrepancy between an individual ride confirmation and the GTC, the ride confirmation shall prevail for that particular ride to the extent that it is not contrary to mandatory regulations. In the event of a separate written agreement with a business user, that agreement shall prevail over the GTC as regards the matters expressly governed by it.

Any departure from the GTC, including a discount, a change of price, a change to the scope of the service, a waiver of charges, a change to the cancellation regime, a refund or a special assumption of liability, shall have legal effect only if expressly confirmed in the Application, in a separate ride confirmation, in a written agreement or in another electronic/written document issued by an authorised person of ROAD STAR.

Article 5. Status of the Company

ROAD STAR acts as a provider of the limousine service, i.e. as a carrier where it performs the ride using its own vehicles and drivers or vehicles and drivers lawfully engaged by it.

At the same time, ROAD STAR may act as the operator of the VOGA application/platform through which the user is connected with an authorised transport service provider. If the Company should in future enable rides to be performed by another person, such person must hold all prescribed approvals, decisions, licences, vehicles and drivers for the corresponding type of public transport, and the Company reserves the right to remove such person from the platform if those conditions cease to be met.

Article 6. Definitions

The terms used in the GTC have the following meanings:

Article 7. Legal nature of the limousine service

The limousine service is provided by hiring out a passenger vehicle in its entirety together with the services of a driver. The user does not purchase an individual seat, does not conclude a contract for line, special line, non-line or taxi transport, and may not demand that the service be performed in a manner that would contain elements of another type of transport.

A ride may not be offered, contracted or performed as the picking up of a passenger from a public area without prior contracting through an authorised ROAD STAR channel. Drivers are not authorised to contract new rides independently, to change the price or to accept passengers outside the application or another authorised channel.

The User, the Passenger and the Business user must not circumvent the VOGA Application, the business account or another authorised ROAD STAR channel by contracting a ride directly with a driver, employee, partner or subcontractor with whom they came into contact through the ROAD STAR system, nor may they pay for a ride otherwise than by the recorded method of payment, unless ROAD STAR expressly approves this in written or electronic form.

In the event of a breach of the prohibition set out in the preceding paragraph, ROAD STAR shall be entitled to suspend the account, refuse further provision of the service and recover matured obligations, lost remuneration, actual damage and the reasonable costs of protecting its rights, to the extent permitted by law.

Article 8. Territorial scope

The services are provided within the territory of the Republic of Serbia. An international ride, a cross-border transfer or a ride requiring the crossing of a state border may be provided only if separately confirmed in advance, if all prescribed conditions are met and if the user provides valid personal, travel, visa, customs and other documents.

ROAD STAR shall not be liable for the consequences of a refusal of border crossing, detention, inspection, fines, a missed flight or other costs arising from inaccurate information provided by the user or from a failure to hold the necessary documentation.

Article 9. Conditions for use of the application

The application may be used by a person who has the legal capacity to conclude a contract, or by a person who uses the service with the consent of a parent, guardian or other legal representative, to the extent permitted by law.

ROAD STAR may refuse registration on VOGA, restrict functionalities or require additional verification of identity, contact details, means of payment or the user’s authority where this is necessary in order to prevent abuse, to secure payment, to protect passenger safety, to protect vehicles, to comply with regulations or to protect the rights of third parties.

Article 10. Creating an account

When registering and throughout the use of the account, the user is obliged to provide accurate, complete and up-to-date information, including first and last name/company name, telephone number, e-mail address, payment details in the form of a bank card, and any other data required for the provision of the service that are requested for the purpose of creating the account and registering the User. When paying by payment card, the user enters the card details — card number, expiry date and CVV/CVC — directly into the secure payment environment of UNICREDIT bank ad.

ROAD STAR does not receive, does not have access to and does not store the full payment card number or the CVV/CVC. The bank processes such data for the purposes of authenticating the user, authorising and executing the transaction, preventing misuse, and fulfilling its own statutory obligations.

From the bank we receive only the following data: the payment instrument token, the last four digits, the card brand, the transaction identifier, the amount, the date and the payment status. We process this data in order to perform the contract with the user, to keep records required by law, to resolve complaints and to protect legal claims. The CVV/CVC is not stored after the transaction has been authorised.

The payment method and the card remain stored in the VOGA Application for as long as the User has a user account. The User may add a new bank card at any time. Mastercard, Visa and DinaCard cards are accepted.

The user is responsible for all activities carried out through his or her account, unless the user proves that the misuse occurred without any fault on his or her part and that ROAD STAR was notified without delay upon becoming aware of the misuse.

The user may not transfer the account, sell access to the application, use another person’s data, or use automated tools, bots, scripts or other mechanisms that compromise the integrity of the application.

Article 11. Business accounts

A business user may open a business account for its employees, associates, clients or other authorised persons. The business user is responsible for the accuracy of the data, for correctly designating the authorised users, for internal control over the use of the account and for payment of all rides performed through the business account.

Within a business account, ROAD STAR may enable spending limits, a list of authorised users, monthly invoicing, ride reports, cost references, project codes and other functions, where these are specifically agreed or available in the application.

Article 12. Availability of the application

ROAD STAR shall take reasonable technical and organisational measures to ensure that the application is available and functional. No guarantee is given of uninterrupted availability free from interruptions, errors, updates, maintenance, telecommunications network delays, or interruptions in the operation of hosting, payment, mapping or other third-party services.

ROAD STAR may temporarily restrict, suspend or modify individual functionalities of the application for the purposes of maintenance, security, legal compliance, prevention of abuse or improvement of the service.

Article 13. Ride request

The user submits a ride request by entering the pick-up location, the destination if known, the departure or scheduling time, the vehicle category, any special requests and the means of payment. The user is responsible for the accuracy of the information entered.

The informative display of an available vehicle, of the estimated time of arrival or of the estimated price does not constitute a binding offer until the user accepts the price or the method of calculating the price and until ROAD STAR confirms the ride.

An offer, duration or ride proposal containing an identification number, an estimated price or vehicle availability shall be regarded as an informative display until the ride is confirmed and, where agreed or technically required, until a pre-authorisation or payment has been successfully completed. ROAD STAR assumes no obligation to perform an unconfirmed request, nor shall it be liable for the consequences of the user relying on an unconfirmed display of availability or price.

Where a ride confirmation has been recorded in the ROAD STAR system and sent to the contact details entered by the user, the user shall be deemed to have been duly notified once the message has been sent to the registered channel, unless the user proves that he or she was unable to receive the confirmation for reasons not attributable to him or her. The user is obliged to maintain accurate contact details and the technical availability of the selected communication channel.

Article 14. Conclusion of the contract via the application

The transport contract shall be deemed concluded when the user accepts the displayed price or the method of calculating the price and when the application or another authorised ROAD STAR channel confirms the ride and assigns it a unique ride number.

The ride confirmation may be displayed in the application and/or sent by e-mail, SMS, push notification or other electronic means. The user is obliged to check the details in the confirmation and to report any error without delay.

Article 15. Mandatory elements of the ride confirmation

The electronic ride confirmation shall contain in particular: the business name of the carrier; the number of the decision of the municipal or city administration, i.e. of the administration competent for transport affairs; the registration plate of the vehicle; the driver’s first and last name or the driver’s identification number; the user’s pick-up location; the destination if entered by the user; the time of the order; the time of commencement of the transport; the price or the method of calculating the price; and the unique ride number. The transport price is calculated on the basis of the duration of the transport and the distance covered, or according to a fixed price displayed in advance.

Article 16. Scheduled rides

A scheduled ride is a ride for a future time. A scheduled ride becomes binding only once it has been expressly confirmed in the application or through another authorised channel.

ROAD STAR may refuse, change or cancel a scheduled ride if no vehicle is available, if the information provided is incomplete, if there is a safety risk, if the required pre-authorisation or payment has not been carried out, or if it transpires that the provision of the service would be contrary to regulations or to the GTC.

Article 17. Changes to the ride

A change of address, time, route, number of passengers, luggage, vehicle category or special request takes effect only upon confirmation by ROAD STAR. If the change affects the price, vehicle availability, duration, route, distance covered or the waiting regime, ROAD STAR may calculate a new price, charge an additional fee or refuse the change.

The driver has no authority to change the terms of the ride independently, except where this is necessary for safety reasons, in order to comply with traffic regulations or with the instructions of the police or another competent authority, to avoid immediate danger, or where movement is technically impossible.

Any operational change made by the driver for reasons of safety, on the instruction of a competent authority, or for technical or traffic-related reasons shall not be regarded as a change to the agreed pricing model, unless the change has been recorded and confirmed through an authorised ROAD STAR channel or unless the very nature of the change gives rise to an additional fee provided for in the GTC, the price list or the ride confirmation.

Article 18. Vehicles and drivers

The limousine service is performed using vehicles and drivers that meet the prescribed conditions and that are recorded in the ROAD STAR system. ROAD STAR may substitute a vehicle of the same or a higher category at no additional charge where this is necessary for the proper performance of the ride.

If the user insists on a specific vehicle model, colour, seat, driver or equipment, such a request is binding only if ROAD STAR specifically confirms it.

Article 19. Obligations of the user and the passengers

The user and the passengers are obliged to:

• be at the pick-up location at the scheduled time;
• provide accurate addresses, flight numbers, contact details and any special instructions;
• behave conscientiously, courteously and safely in the vehicle;
• refrain from distracting the driver and from requesting conduct contrary to traffic regulations;
• refrain from bringing into the vehicle any items whose transport is prohibited or restricted by regulations, hazardous substances, or flammable, explosive, toxic or otherwise dangerous items;
• refrain from smoking in the vehicle, from consuming alcohol or narcotics, and from damaging the vehicle;
• comply with the driver’s instructions relating to safety, entering/exiting the vehicle, luggage, seats, seat belts and the preservation of the vehicle;
• refrain from using the vehicle for unlawful activities, harassment, discrimination, threats, violence or any act endangering the safety of persons or property.

Users and Passengers are obliged to ensure that their use of the VOGA application and of the Limousine services, including but not limited to the submission of all necessary information, data or any other documents in any format:

• is not contrary to applicable laws and regulations;
• does not infringe the intellectual property rights or other proprietary rights of any third party;
• cannot be characterised as any of the following conduct:

• offensive or inappropriate;
• inciting racism, hatred or violence of any kind against a group or an individual;
• harassing another person or advocating the harassment of another person;
• promoting any conduct that is violent, threatening or defamatory;
• promoting any illegal activity;
• promoting or submitting information which you know or believe to be inaccurate, false or misleading;
• infringing or violating the privacy rights of any third party;
• influencing or encouraging other persons to behave in any of the ways set out above;
• collecting and processing information about other Users without their consent;
• interfering with or disrupting the operation of servers or networks connected with the services;
• gaining unauthorised access to the services through other computer systems or networks.

Otherwise, Users and Passengers are obliged to indemnify ROAD STAR for all losses, liabilities and costs incurred and suffered that arise directly or indirectly from a breach of these provisions. ROAD STAR reserves the right to investigate specific situations and to take appropriate measures against Users and Passengers where it is established that, in the course of using the VOGA Application, they have in any way breached the provisions of these GTC. Appropriate measures include the possibility of temporary suspension or permanent deactivation of the user account, as well as the initiation of relevant proceedings before the competent authorities.

Article 20. Right to refuse or terminate a ride

ROAD STAR, the driver or an authorised person may refuse or terminate a ride without liability for damage where there is reasonable suspicion that the ride would be contrary to the law, to safety, to the GTC, to public order or to the rights of third parties.

In particular, a ride may be refused or terminated if the passenger is evidently under the influence of alcohol or other substances and endangers himself or others, if the passenger is aggressive or ill-mannered, if the passenger refuses to fasten the seat belt, if the passenger brings in substances or items prohibited by law and by these GTC, if the luggage cannot be safely stowed, if a ride along a prohibited or dangerous route is requested, or for other reasons that the driver reasonably assesses to be justified.

If a ride is terminated on account of the conduct of the user or a passenger, ROAD STAR shall be entitled to charge the full estimated ride price, any applicable fees and damages.

In order to protect safety, the driver may stop the vehicle at a safe location, require the passenger to comply with safety instructions, contact ROAD STAR, the police, the emergency services or another competent authority, and refuse to continue the ride for as long as the risk persists. Such conduct does not constitute non-performance of the contract by ROAD STAR where it is based on an objectively justified risk assessment.

Article 21. Route, time of arrival and delays

The display of the route, duration and time of arrival in the application is an estimate based on the available data. ROAD STAR does not guarantee the accuracy of the estimate where it is affected by traffic congestion, roadworks, accidents, police checks, weather conditions, waiting for passengers, route changes, road closures, the operation of mapping services or other reasons beyond the Company’s reasonable control.

When ordering a ride to an airport, railway station, court, business meeting, medical facility, event or other time-sensitive destination, the user is obliged to allow a reasonable time margin. ROAD STAR shall not be liable for the consequences of a delay resulting from insufficient time planning by the user or from circumstances beyond the Company’s control.

Article 22. Prohibition of the taxi regime and of picking up passengers in public

The user may not request that the limousine service be performed as taxi transport, that the price be calculated by taximeter, that the vehicle wait at a taxi rank, that a passenger be picked up without prior confirmation of the ride, or that seats in the vehicle be sold individually.

If the user’s request contains elements of another type of transport, ROAD STAR may refuse the request or offer a different lawful service, where available.

Article 23. Method of determining the price

The price is determined according to the vehicle category, the tariff, the route, the duration of the ride, the length of the route, the waiting time, the pick-up/vehicle delivery zone, any special requests, dynamic availability factors, the transfer tariff, the minimum tariff and other fees displayed in the application or confirmed to the user.

Before the ride is confirmed, the user is shown either a fixed price or the method of calculating the price. By accepting the price or the method of calculating the price, the user accepts the obligation to pay. Where an estimate is displayed, the final price may differ on account of waiting time, a change of route, additional stops, a change of destination, tolls, parking, airport and other actual costs, or other circumstances provided for in the GTC.

To the extent that the limousine service regime under the applicable Law on the Transport of Passengers in Road Traffic applies to a particular service, the price for the user shall be agreed and charged as the price for hiring the vehicle in its entirety together with the services of a driver, i.e. as a fixed, hourly, daily, transfer or other price confirmed in advance, which must not contain elements of taxi, line, non-line or special line transport. Elements such as the route, mileage, duration, zone, waiting time or vehicle availability constitute internal calculation and operational parameters used to form the price displayed in advance, unless the applicable regulations expressly permit a different model.

If the applicable mandatory regulations require a minimum duration, a particular method of calculation or particular documentation to be kept in the vehicle for a given service, ROAD STAR shall perform that service only under those conditions, and the application, the ride confirmation and the GTC shall be interpreted so as to ensure compliance with the mandatory regulations.

Article 24. Currency and taxes

All prices for users in the Republic of Serbia are expressed and paid in dinars (RSD), unless it has been specifically agreed with a business user that prices may be displayed for information purposes in another currency in accordance with foreign exchange regulations. The exchange rate of the National Bank of Serbia is used for the informative display of prices in other currencies. The amount charged to the payment card will be expressed in a foreign currency through conversion into that currency at the exchange rate used by the card organisations/the User’s bank. As a result of this conversion, there may be a slight variation between the original price stated on the Company’s website and the amount shown on the User’s bank statement.

Article 25. Tariffs and minimum fees

The tariffs and minimum fees applicable as at the date of adoption of this version of the GTC are set out in Annex 1. ROAD STAR may change the tariffs at any time, at its own discretion, subject to the obligation that the applicable tariffs be made available to the user before the ride is confirmed.

If the price or the method of calculation displayed to the user in the application differs from the table in Annex 1, the price or the method of calculation accepted by the user before confirmation of the ride shall apply to that particular ride, unless the error in the display is obvious and a reasonable user must have known that the price was technically incorrect.

Article 26. Additional fees

ROAD STAR may charge in particular: an initial reservation/booking fee, a price per kilometre in town, a price per kilometre outside town, a price per minute during the ride, a minimum tariff, a fixed transfer tariff, a waiting fee, a fee for vehicle delivery outside town, a pet transport fee, an additional cleaning fee, a damage fee, a cancellation and no-show fee, tolls, parking, airport charges or any other actual cost.

Fees are charged only where they are provided for in the GTC, the price list, the ride confirmation or a separate agreement, or where they constitute an actual cost incurred as a result of the user’s request or conduct.

Article 27. Methods of payment

Payment may be made by payment card, bank transfer, through a business account, by pre-authorisation or by another means of payment made available by ROAD STAR in the application or specifically confirmed by it.

ROAD STAR does not provide payment services, does not issue electronic money and does not store full payment card details. Card transactions are processed through a bank, payment institution, card organisation or other authorised payment service provider/payment gateway. Card data may be tokenised and stored with an authorised payment service provider in accordance with that provider’s rules and applicable regulations.

In the case of card payment, ROAD STAR may carry out a verification of the means of payment, a pre-authorisation, a reservation of funds or a subsequent charge of applicable fees, to the extent permitted by the rules of the payment system and by the applicable regulations.

Where the User selects card payment, the Company’s bank carries out a pre-authorisation, i.e. a card check, in order to establish whether the card is active and whether there are sufficient funds for the requested transaction. When payment card details are entered, the confidential information is transmitted over the public network in protected (encrypted) form.

The user must not misuse card payment, pre-authorisation, refunds, promotions or the chargeback procedure. Unfounded disputing of a duly executed transaction, the use of another person’s card without authorisation, the withdrawal of payment after the service has been performed, or the provision of inaccurate information constitutes a breach of the GTC and grounds for suspension of the account, subsequent charging, compensation for damage and the initiation of appropriate proceedings.

Article 28. Failed payment and outstanding debt

If a charge is unsuccessful, the user is obliged to provide an alternative means of payment immediately. ROAD STAR may temporarily disable further use of the account, charge the amount due to a subsequently added means of payment, require advance payment for future rides or initiate collection proceedings.

For business users, the payment terms set out in the separate agreement, invoice or offer shall apply. In the event of late payment, ROAD STAR shall be entitled to default interest, reminder costs and collection costs, in accordance with the law.

Article 29. Invoices and fiscalisation

ROAD STAR issues a fiscal receipt, an electronic invoice, an invoice or another prescribed document in accordance with tax, fiscal and accounting regulations. When placing an order, the user is obliged to provide the accurate information required for the issuance of the invoice.

For consumers, the invoice may be delivered electronically to the registered e-mail address, through the application or in another prescribed manner. The business user is responsible for the accuracy of the invoicing details.

Article 30. Cancellation by the user

The user may cancel a ride through the Application. A cancellation takes effect only once it has been recorded in the ROAD STAR system.

ROAD STAR may charge a cancellation fee if the driver has already accepted the ride, has set off for the pick-up location or has arrived at the pick-up location, if the ride is a scheduled ride cancelled at short notice, or if the cancellation has caused costs, a loss of vehicle availability or other damage to the Company.

The amount of the cancellation fee is displayed in the application or in the price list. If no specific amount is stated for a given situation, ROAD STAR shall be entitled to charge the actual costs and reasonable compensation for the reserved vehicle capacity, in accordance with the law.

For prepaid bookings, including bookings confirmed by electronic confirmation, the cancellation regime displayed in the application, the ride confirmation, the offer or the separate agreement shall apply. If no special regime is displayed, ROAD STAR may, in the event of cancellation no later than 24 hours before the confirmed time, retain up to 20% of the value of the booking in respect of administrative, payment and booking costs and refund the remaining amount to the user, unless more favourable terms for the user are prescribed or have been specifically confirmed.

If the user cancels a prepaid booking less than 24 hours before the scheduled time, fails to appear, materially changes the profile of the service after the vehicle has been reserved, or renders performance of the service impossible through inaccurate information, ROAD STAR may retain an amount up to the value of the actual costs, the reserved capacity, the costs of the driver, subcontractor and payment processor, and the lost vehicle availability, to the extent that this is reasonable and permitted by law. The retention of the amount paid shall not apply to any part of the service that was not performed solely through the fault of ROAD STAR.

Article 31. No-show by the user

If the user or the passenger does not appear at the pick-up location within the free waiting period and does not respond to a call, message or notification, the driver may leave the location and the ride shall be deemed cancelled on account of the user’s no-show.

In the event of a no-show, ROAD STAR shall be entitled to charge a cancellation/no-show fee, waiting time and the actual costs, without any obligation to provide the user with a new ride at the same price.

Article 32. Waiting

The free waiting time and the waiting price are determined in Annex 1, in the application or in a separate ride confirmation. Each commenced minute after the expiry of the free waiting time may be charged as a full minute, unless the application or the ride confirmation provides otherwise.

For airport transfers, the waiting time may be counted from the landing of the aircraft or from the scheduled pick-up time, depending on the ride confirmation. The user is obliged to enter the correct flight number. ROAD STAR may take into account an objective change in the flight schedule where the flight number has been entered correctly and the relevant data are available.

For airport transfers where the user has entered the correct flight number, a delay in landing that is objectively verifiable and is not the result of incorrect information entered by the user shall not be regarded as a delay attributable to the user up to the moment of the actual landing of the aircraft. The free waiting time following landing or following the scheduled pick-up time shall be as stated in Annex 1, in the application or in the ride confirmation.

If the user is delayed after landing owing to passport control, baggage collection, customs or any other reason, he or she is obliged to notify ROAD STAR without delay through the application, by SMS, by telephone or through another channel stated in the ride confirmation. If no such notification is given, or if the waiting time exceeds a reasonable operational period, ROAD STAR may charge for the waiting time and/or treat the ride as cancelled on account of the user’s no-show.

Article 33. Change of route and additional stops

An additional stop, a change of destination, an extension of the route, additional luggage or waiting at the user’s request may be approved only if this is safe, lawful and operationally feasible.

Such changes are charged additionally according to the tariff, the actual costs and the time involved, i.e. according to the new price displayed in the application or confirmed by ROAD STAR.

Article 34. Luggage

The user is obliged to state in advance the quantity, size and any special nature of the luggage. ROAD STAR may refuse to transport luggage if it cannot be safely stowed, if it exceeds the load capacity or the capacity of the vehicle, if it may damage the vehicle, if it endangers safety, or if its transport is prohibited or restricted by regulations.

At the end of the ride, the passenger is obliged to check that he or she has taken all belongings. ROAD STAR shall not be liable for money, jewellery, documents, electronic devices, business documentation, confidential data or other valuables that the passenger keeps with him or her or leaves in the vehicle, except to the extent that liability cannot be excluded by law.

The passenger must not bring into the vehicle any dangerous, prohibited, unlawful or specially regulated items or substances, nor any items which, by their nature, odour, volume, weight, value, confidentiality or risk, are not suitable for transport in a standard passenger vehicle. ROAD STAR may require prior notification, documentation and a special confirmation for any non-standard luggage and may refuse to transport it without liability for damage.

Money, documents, jewellery, electronic devices, confidential documentation, data carriers, business materials and other valuables are carried by the passenger exclusively as hand luggage under his or her own supervision. ROAD STAR is not a depositary of such items, unless their acceptance for safekeeping has been expressly agreed in writing.

Article 35. Lost and forgotten items

If the driver or ROAD STAR finds forgotten items, the Company shall record and keep them for a reasonable period, and for no longer than 30 days, unless the regulations require otherwise. Before collecting an item, the user must provide sufficient information to identify it and prove his or her right to collect it.

ROAD STAR may charge a reasonable cost of storage, transport or delivery of a forgotten item. Perishable, dangerous, unhygienic or prohibited items may be removed without being kept, in accordance with safety and legal requirements.

ROAD STAR is under no obligation to contact the user other than through the contact details and channels used to order the ride or through the user account. If the user does not collect the item within the stated period, ROAD STAR may, in accordance with the law and the nature of the item, hand the item over to the competent authority or to an authorised lost property office, destroy an item that poses a hygiene or safety risk, or otherwise lawfully dispose of it, without liability for the consequences of the user’s failure to collect the item in good time.

Article 36. Pets

The transport of a pet is permitted only if it has been indicated and confirmed in advance, if the animal does not endanger safety, health or property, if it is accommodated in an appropriate manner and if the user holds all necessary documentation.

The user is responsible for the animal’s behaviour and for any damage, soiling, allergic, health, hygiene or other problem caused by the animal. ROAD STAR may charge a pet transport fee, an additional cleaning fee and compensation for damage.

The user is obliged to ensure that, before the transport begins, animals such as dogs, cats, birds and other pets are properly placed in a carrier and hold valid health certificates, vaccination certificates, entry permits and any other documents required by the country of entry or of transit. Otherwise, the animals will not be accepted for transport. The transport of rare species of animals, animals protected by law, or animals whose transport requires special conditions, equipment or veterinary care, is prohibited.

Permitted animals are of medium size and up to a maximum weight of 20 kg.

Article 37. Children and minors

Children and minors over 8 years of age may use the service in accordance with the law, subject to the responsibility and consent of both parents, the guardian or the person ordering the ride. The user is obliged to indicate in advance that a child will be transported and to request a child seat or any other safety requirement if needed.

ROAD STAR may refuse the ride if the transport of the child cannot be carried out safely or lawfully, including where there is no appropriate seat, accompanying person or necessary information. The fee for a child seat or for the transport of children is applied in accordance with the applicable price list.

ROAD STAR does not assume parental rights, guardianship, or any duty of upbringing, safekeeping or supervision of a child, unless a special accompaniment service has been expressly agreed and is operationally available and lawful. For the unaccompanied transport of a minor, or the transport of a minor with a third party, the person ordering the ride is obliged to provide in advance accurate information about the child, the parent/guardian, the person handing over and collecting the child, the authorisation/consent and any other evidence reasonably required by ROAD STAR. ROAD STAR may refuse the ride if the documentation, accompaniment, seat, identification of persons or the circumstances of the transport are not clear, safe or lawful.

Every ROAD STAR vehicle will be equipped with a child car seat for children of a height of 125–150 cm (approximately 7 to 12 years of age); at the User’s special request and for an additional fee, a 2-in-1 seat may be installed for children of a height of 76–150 cm.

ROAD STAR DOES NOT ASSUME ANY LIABILITY FOR THE SAFETY AND HEALTH OF CHILDREN,

Article 38. Special health-related and other assistance requirements

The user is obliged to state in advance if the passenger requires special assistance, space, medical equipment, wheelchair access, additional time or any other accommodation. ROAD STAR may accept the request only if it is objectively able to perform it safely and lawfully.

ROAD STAR is not a healthcare institution, an emergency service or a medical transport service. Drivers are not obliged to provide medical assistance, supervision of children, care, the carrying of passengers or other specialised services, unless this has been specifically agreed and is lawfully possible.

Where the User knows or must know that a passenger’s state of health, therapy, disability, acute condition, need for assistance or other personal circumstance may affect the safety, duration or manner of performance of the ride, the User is obliged to notify this in advance to the extent necessary to assess whether the service can be performed safely and lawfully. Failure to report such circumstances is a risk borne by the user and constitutes grounds for refusing or terminating the ride if those circumstances arise during the service.

Article 39. Customer support

The user may contact ROAD STAR through the application, at the e-mail address [●], by telephone [●], via the website [●] or through another channel published by the Company.

For urgent operational information during a ride, the user should use the channel shown in the ride confirmation or in the application.

Article 40. Complaints

The user may file a complaint if he or she considers that the service has not been performed in accordance with the GTC, the ride confirmation or the law. The complaint should contain the user’s first and last name/company name, contact details, the ride number, the date and time of the ride, a description of the irregularity, proof of payment and a proposed resolution.

ROAD STAR shall record the complaint and respond in writing or electronically without delay, and no later than within the period prescribed by the applicable Consumer Protection Law, i.e. no later than 8 days where that time limit applies to the case in question. The response shall contain the decision on the complaint, a statement of reasons and a proposed resolution where the complaint is well founded.

Article 41. Refunds

Refunds are made using the same means of payment used to make the payment, where this is technically and legally possible. For card payments, the refund is made through the card scheme, the bank or the payment processor to the account linked to the card used for payment.

If payment was made through a business account, the refund shall be made in accordance with the regulations and operational possibilities, including by disbursement, a reduction of a future invoice, a credit in the application or another lawful method, with the User’s consent where required.

ROAD STAR may refuse a refund if the service was duly performed, if the complaint is unfounded, if the cost arose through the user’s fault, or if the user seeks a refund for a part of the service that has already been consumed or performed, unless the law provides otherwise.

The technical processing times for refunds depend on the bank, the card organisation, the payment processor and the rules of the payment system. ROAD STAR shall not be liable for a delay in a refund arising after it has duly initiated the refund with the payment processor, unless the delay is attributable to its own fault.

Set-off of claims

ROAD STAR shall be entitled to set off its matured monetary claims against the user, including compensation for damage, cancellation fees, waiting charges or additional costs, against funds it holds by virtue of a prepaid booking, a pre-authorisation, a deposit or another similar basis, in accordance with the law, of which it shall subsequently notify the user.

Article 42. Out-of-court resolution of consumer disputes

If the user is a consumer, he or she has the rights prescribed by the applicable Consumer Protection Law, including the right to initiate out-of-court consumer dispute resolution proceedings before the competent body, to the extent and under the conditions provided for by law. ROAD STAR shall act in accordance with the obligations arising for traders under the applicable regulations.

Article 43. Liability of ROAD STAR

ROAD STAR is obliged to perform the transport service safely, using a vehicle and under conditions corresponding to the agreed type of service, in accordance with the regulations and with professional care.

ROAD STAR is liable for damage to the extent provided for by law. Nothing in the GTC excludes liability that cannot be excluded by law, in particular liability for intent, gross negligence, or injury to life, body or health, nor does it exclude the statutory rights of consumers.

By accepting these GTC, the User and the passenger agree to indemnify ROAD STAR for all damage, including legal fees and court proceedings, arising in particular from:

(i) use of the VOGA Application, i.e. of the Limousine services, contrary to these GTC and to the applicable legislation;

(ii) breach of any provision of these GTC;

(iii) misuse of confidential data;

(iv) infringement of the rights of any third party;

(v) infringement of intellectual property rights in the content of the VOGA Application.

Article 44. Limitations of liability

To the extent permitted by law, ROAD STAR shall not be liable for loss of profit or for non-material or business damage such as loss of profit, a missed business meeting, a missed flight, loss of a business opportunity, reputational damage, loss of data or the costs of alternative transport, unless such damage is a direct consequence of ROAD STAR’s fault and liability cannot be limited by law.

ROAD STAR shall not be liable for damage arising from inaccurate information provided by the user, the user’s lateness, failure to hold the required documents, conduct by a passenger contrary to the driver’s instructions, the acts of third parties, traffic conditions, decisions of competent authorities, or interruptions in the operation of networks, the payment processor, mapping services, the mobile operator or other third-party services.

The User and the Passenger agree that they use the VOGA application, i.e. the Limousine services, at their own risk. ROAD STAR shall take all reasonable steps to provide the User and the Passenger with a good and high-quality level of service; however, it does not guarantee that such services will be free from errors or interruptions at all times. Except where expressly stated herein, and to the fullest extent permitted by law, ROAD STAR does not warrant the accuracy of the content displayed, its completeness or its fitness for any particular purpose.

ROAD STAR is not responsible for decisions, actions, inspections, prohibitions, detentions or costs caused by state authorities, border authorities, airports, event organisers, hotels, the user’s business partners, healthcare institutions or other third parties, unless the damage is a direct consequence of ROAD STAR’s fault and liability cannot be excluded or limited by mandatory regulations.

Where the damage has not been caused intentionally or through gross negligence on the part of ROAD STAR, and where, in the particular case, liability may be limited by contract in accordance with the law, the total liability of ROAD STAR in respect of a single ride shall be limited to the amount of the price charged for that ride, or to the amount recoverable under the Company’s applicable insurance if that amount is higher. The limitation set out in this Article shall not apply to damage arising from injury to life, body or health, nor to consumer rights that cannot be excluded or limited by contract under mandatory regulations.

Article 45. Damage to the vehicle and additional cleaning

The user is liable for damage caused to the vehicle, the equipment, the driver, other passengers or third parties by the user, the passengers, children, pets, luggage or items brought into the vehicle.

ROAD STAR may charge the cost of repair, cleaning, disinfection, lost profit due to the vehicle being taken out of service, parking, fines or other costs incurred as a result of the conduct of the user or a passenger, upon provision of a reasonable calculation or evidence.

Should ROAD STAR incur a fine, cost, detention of a vehicle, administrative expense, legal fees or any other expenditure as a result of inaccurate information, failure to hold documents, an unlawful request, the conduct of a passenger, luggage, a pet or a breach of regulations by the user or a passenger, the user shall be obliged to reimburse ROAD STAR for such cost upon first reasoned request, upon provision of the available evidence or calculation.

ROAD STAR may not arbitrarily retain personal documents, money, essential personal belongings or luggage contrary to mandatory regulations, but may exercise the security (retention) and collection remedies permitted by law, including pre-authorisation, subsequent card charging, invoicing, formal reminders, court collection and other legal remedies.

Article 46. Insurance

ROAD STAR maintains the prescribed insurance for vehicles, passengers and liability to the extent required by the applicable regulations. Additional insurance for luggage, items of particular value or special risks is not included in the basic price, unless specifically agreed.

Article 47. Force majeure and extraordinary circumstances

ROAD STAR shall not be liable for non-performance or delay resulting from circumstances beyond its reasonable control, including natural disasters, war or security events, strikes, epidemics, traffic disruptions, road closures, orders of state authorities, infrastructure failures, power outages, internet outages, cyber attacks, unforeseeable technical failures, errors of payment or mapping services and other similar circumstances.

In such a case, ROAD STAR may change the route, time, vehicle, driver or method of communication, or cancel the ride, with a refund of the amount paid in advance for the unperformed part of the service where this is prescribed or equitable.

Article 48. Controller and separate privacy notice

ROAD STAR is the controller of the personal data it processes in connection with the use of the application and the provision of the service, except where, in relation to particular processing operations, it acts as a processor or joint controller under a separate agreement.

Details of the categories of data, the purposes, the legal bases, the retention periods, the rights of data subjects, the recipients, data transfers and contact points are governed by a separate Privacy Notice published in the application and/or on the Company’s website. The GTC do not replace the Privacy Notice. Where the processing of a child’s personal data is based on consent, consent for a child under 15 years of age shall be given or approved by a parent or legal representative, in accordance with the Law on Personal Data Protection.

Article 49. Data processed for the purposes of the service

For the purpose of providing the service, ROAD STAR may process in particular: the user’s identification and contact data, account data, ride data, the pick-up and destination locations, the vehicle’s GPS data during performance of the ride, payment data in tokenised or limited form, complaints, ratings, communications with support, technical logs, IP address, device data and other data necessary for security, charging, evidentiary purposes and legal compliance.

The user is obliged to inform the passengers on whose behalf he or she orders a ride that ROAD STAR processes the data necessary to perform the transport.

Article 50. Electronic communication

The user accepts that ROAD STAR will send operational notifications by electronic means: ride confirmations, changes, invoices, vehicle and driver details, safety messages, payment notifications, complaint-related messages and other communications necessary for the performance of the contract.

Marketing messages are sent only where an appropriate legal basis exists and an opt-out is available, in accordance with the law.

Article 51. Security of the platform – the Application

The user must not attempt to gain unauthorised access to the application, servers, databases, user accounts, code, API, algorithms, pricing models, location data, payment systems or other parts of the ROAD STAR system.

Hacking, scraping, reverse engineering, decompiling, circumvention of protective measures, automated ordering of rides, false reporting, misuse of promotional codes, interference with the operation of the application or any act that endangers the system, the data or the rights of other users is prohibited.

The user, the passenger and the business user are obliged to keep confidential any unpublished information concerning the ROAD STAR system, pricing models, business users, VIP passengers, drivers, routes, security procedures, internal rules, integrations, codes, documentation, offers and other information which, by its nature or the circumstances, does not constitute publicly available data.

Without the prior consent of ROAD STAR and without an appropriate legal basis, the unauthorised recording, tracking, publication or commercial use of the identity of drivers, the location of vehicles, the interior of vehicles, communications with support, business data or the data of other passengers is prohibited, except to the extent that the user is exercising a legally protected right or protecting a legitimate interest in a lawful and proportionate manner.

For the safety of passengers, drivers and property, and in order to establish the facts in the event of an incident or dispute, ROAD STAR reserves the right to equip certain vehicles with devices for video and/or audio surveillance of the vehicle interior. Recordings are processed in accordance with the Law on Personal Data Protection and the Privacy Notice, exclusively for the purposes of safety, protection of property and the resolution of complaints or disputes, and are retained only for as long as is necessary for that purpose.

Article 52. Intellectual property

The VOGA Application, the software, the user interface, the databases, the algorithms, the pricing models, the graphic elements, the names, trademarks, logos, texts, documentation and other ROAD STAR content constitute the intellectual property of the Company and of licensed third parties from whom ROAD STAR has lawfully obtained licences (Taxi-Master LLP, BIN: 150640002720, Almaty, Kazakhstan). The user is granted a limited, non-exclusive, revocable and non-transferable right to use the application solely for the purpose of ordering and using the services in accordance with these GTC.

Article 53. Prohibited use

The user must not:

copy, sell, license, lease, publicly display or commercially exploit the application or its content without the consent of ROAD STAR;

remove copyright notices, trademarks or other notices;

create false accounts or use another person’s data;

order fictitious rides, deliberately cancel rides or obstruct the work of drivers;

use the application for the purposes of discrimination, harassment, threats, fraud, money laundering, evasion of payment or any other unlawful purpose;

publish false, offensive or unlawful ratings and comments.

Article 54. Suspension and deactivation of the account

ROAD STAR may temporarily or permanently suspend an account, refuse a ride, require an advance payment or deactivate an account if the user breaches the GTC, fails to pay amounts due, misuses the application, endangers drivers, passengers or vehicles, provides inaccurate information, causes damage, or where this is necessary for legal compliance.

The user may request deactivation of the account through the support channels. Deactivation of the account does not affect matured payment obligations, complaint proceedings, the retention of data required by law or the enforcement of ROAD STAR’s claims.

The Company reserves the right, where justified grounds exist and to the extent permitted by law, to temporarily or permanently restrict, suspend or deactivate a user’s account, to prevent access to the VOGA application or to refuse future services, in particular in order to prevent abuse, protect safety, collect matured claims, protect data, protect drivers and passengers, or comply with mandatory regulations.

Article 55. Promotional codes and loyalty programmes

ROAD STAR may from time to time offer promotional codes, coupons, discounts, credits, packages, subscriptions or loyalty programmes. Such benefits are not money, cannot be exchanged for cash, cannot be transferred to another person and are valid only under the published conditions.

ROAD STAR may refuse or cancel a benefit if it has been obtained or used through abuse, a technical error, fraud, a breach of the GTC or contrary to the purpose of the promotion.

ROAD STAR bears no liability and gives no guarantee that Users will be in a position to use any of these benefits, and reserves the full right to withdraw any benefit granted to a User where the Company has reason to believe, or establishes, that any kind of error, falsification, illegality or breach of the rules has occurred in connection with the benefits granted to the User. We also reserve the right, at any time and without prior notice, with effect for the future and to the extent permitted by law, to withdraw, discontinue or cancel any further possibility of using the benefits.

Article 56. Third parties and integrations

The application may use third-party services, including app stores, maps, navigation, SMS/push providers, hosting, cloud services, analytics, customer support, banks, payment processors and card organisations.

ROAD STAR shall not be liable for the performance of third parties beyond its reasonable control, but shall take reasonable measures to ensure that its choice of third parties is compliant with the regulations and with the needs of the service.

Article 57. Amendments to the GTC

ROAD STAR may amend the GTC in order to align them with the regulations or with changes to the application, the tariffs, the payment methods, the business model or the service standards. Amendments are published in the application, on the website or through another appropriate channel.

For a ride that has already been confirmed, the version of the GTC in force at the time of confirmation of the ride shall apply, unless the amendment is more favourable to the user or is mandatory by virtue of a mandatory regulation. Continued use of the application after the publication of amendments shall be deemed acceptance of those amendments in respect of future services.

Article 58. Partial invalidity

If any provision of the GTC proves to be null and void, invalid or unenforceable, this shall not affect the validity of the remaining provisions. Such a provision shall be replaced by a permissible provision that comes closest to its economic and legal purpose, to the extent permitted by law.

No waiver of rights

Any failure or delay by ROAD STAR in exercising a right, requiring the performance of an obligation or invoking a breach of a provision of the GTC in any particular case shall not be deemed a waiver of that right, nor shall it prevent ROAD STAR from exercising that right in any subsequent case.

Evidentiary value of electronic records

Electronic records and logs from the ROAD STAR system, including the ride confirmation, timestamps, the vehicle’s GPS trace during performance of the ride, communications made through the Application and payment records, constitute credible evidence of the course and circumstances of the ride in any dispute, in accordance with the Law on Electronic Documents, Electronic Identification and Trust Services in Electronic Business, until proven otherwise.

Prevention of abuse and fraud

In order to prevent account abuse, fraud, money laundering and the financing of terrorism, ROAD STAR may apply automated and manual checks of accounts, transactions and user identity, including the temporary withholding of a payout or the refusal of a transaction pending completion of the check, and may require additional documentation, in accordance with the applicable regulations.

Article 59. Governing law and jurisdiction

The GTC, the use of the application and the transport contracts shall be governed by the law of the Republic of Serbia.

Disputes with users who are not consumers shall fall within the jurisdiction of the court having subject-matter jurisdiction at the registered seat of ROAD STAR, unless otherwise agreed in a separate agreement. Consumer disputes shall be subject to the rules of jurisdiction prescribed by the applicable laws, which may not be restricted by contract to the detriment of the consumer.

The parties shall endeavour to resolve any dispute amicably, through customer support, the complaints procedure, negotiation or out-of-court consumer dispute resolution where applicable.

Article 60. Entry into force

The GTC shall enter into force on the date of their publication in the application and/or on the ROAD STAR website, or on the date specified in the Company’s decision adopting the GTC. The GTC shall apply to all future rides and to the use of the application after their entry into force.