General Terms and Conditions

These general terms and conditions define the rules for using the online store shop.visitmaribor.si and apply to and regulate the rights and obligations between the buyer and the Maribor Tourist Board, Tkalski prehod 4, 2000 Maribor (hereinafter: ZTM), VAT ID: SI70464600, registration number: 1526022000 (hereinafter: the seller) in relation to the purchase of goods agreed through this online store.

The general terms and conditions are drawn up in accordance with the Consumer Protection Act (ZVPot-2), the Electronic Communications Act (ZEKom-2), the recommendations of the Chamber of Commerce and Industry of Slovenia (TZS), international codes for electronic commerce, the General Data Protection Regulation (GDPR), and other relevant sectoral legislation.

These general terms and conditions represent the primary and binding legal source regulating the legal relationship between the seller and the buyer. They take precedence over all other possible sources and override any other written or oral general terms and conditions of other parties that deviate from these terms. In the event of any inconsistency between these general terms and any others, these terms shall prevail, unless otherwise agreed in writing by both parties.

Before submitting an order, the buyer is provided with a link to the general terms and conditions. By placing an online order, the buyer is deemed to have agreed to and accepted the terms and conditions, which are binding. The buyer is bound by the version of the general terms and conditions that is in effect at the time the online order is submitted. It is not possible to purchase items through the store without agreeing to these general terms and conditions.

The terms and conditions are available on the VISIT MARIBOR website.

The data you provide when making a purchase is protected in accordance with local and European personal data protection laws.

The contractual language is Slovenian.

For the purposes of these General Terms and Conditions of Business, the following terms shall have the meanings ascribed to them:

Consumer means a natural person who acquires or uses goods and services for purposes outside their professional or gainful activity.

Entrepreneur or business entity means any natural person, legal entity or other institution that is not a consumer.

Legally competent person means a person who has reached the age of eighteen (18), or, to the extent provided, a person who has reached the age of fifteen (15) or who has otherwise acquired legal capacity in accordance with the legal system of the Republic of Slovenia.

ZTM respects the privacy of its users and their right to the confidentiality and protection of personal data. We are committed to protecting all personal data provided by users for the purpose of shopping in the online store and contacting ZTM. Personal data is provided voluntarily and is processed and stored in accordance with legal requirements.

Personal data is collected in order to respond efficiently, promptly, and appropriately to the needs of the consumer. This includes: profile creation, order processing, granting access to certain online store functionalities, subscription to newsletters, registration for activities organized or conducted by ZTM, and potential participation in internal online research or marketing-related forums.

ZTM ensures the security of data transmitted through electronic procedures. User data will be stored in accordance with the service provision requirements set by law. Upon the expiration of this period, the data will be deleted. Each user has the right to request (in writing or electronically) a copy, review, or deletion of their personal data stored on the website shop.visitmaribor.si.

Personal data protection is further detailed in the Personal Data Processing Notice.

If a legal entity obtains a customer’s email address during the sale of its products or services, it may use this address for direct marketing of similar products or services, provided that the customer is offered a clear and explicit opportunity to refuse such use of their email address free of charge and easily—at the time the contact information is collected and with each message, if the customer has not initially refused such use.

The customer may withdraw their consent to receiving such email messages or marketing calls at any time in the following ways: by sending a reply email to the sender with the note “Please do not send promotional emails anymore” or “Please do not call me for advertising purposes anymore,” or by unsubscribing via the unsubscribe link included in each promotional message.

For these purposes, data on purchased products, product prices and quantities, transaction location, time and date are used.

When using the online shopping service, the following data is collected:

• full name of the user,

• email address,

• delivery and billing address,

• mobile phone number,

• in the case of legal entities, company details for invoicing.

It is essential that the provided data is accurate, complete, and up to date, as incorrect or incomplete data may result in the cancellation of the order.

Each user consents to the use of the data (entered in the form fields or provided via contract) for the purposes of order fulfillment and related communication.

ZTM will use and process the data exclusively for the purpose of improving and developing new online services, such as:

• upgrading and enhancing the website,

• analyzing user behavior in the online store,

• segmentation and analytics, and

• electronic notifications.

The Maribor Tourist Board undertakes to always provide the buyer with the following information:

• the identity of the company (company name and registered office, registration and VAT number),
• contact details enabling the user to communicate quickly and effectively (email, telephone),
• essential characteristics of the goods or services (including after-sales services and guarantees),
• product availability (each product offered on the website should be available within a reasonable period),
• delivery conditions of the product (method, location, and estimated delivery time),
• all prices must be clearly and unambiguously defined, indicating whether they include taxes and delivery costs,
• method of payment and delivery,
• the validity period of the offer,
• the withdrawal period and conditions for withdrawal from the contract, including whether and to what extent the return of goods is charged to the customer,
• a description of the complaints procedure, including all details regarding the contact person.

A purchase constitutes a request by the user to order one or more products through the online store. Ordering of services and products via the online store at shop.visitmaribor.si is available every day of the week, uninterrupted (24/7), meaning that the buyer can complete their purchase at any time.

The online store offers selected products from the Visit Maribor range, which are categorized by purpose into specific groups. By clicking “Add to cart” on a selected product, the buyer adds the item to their shopping cart. This can be done while browsing the product list or on the product detail page, where the quantity for each product can also be specified.

The buyer may remove products from the cart or adjust quantities at any time before completing the payment and finalizing the purchase.

After that, the buyer must fill in the required delivery details (first and last name, delivery address, email address, and phone number). The delivery information page also allows the buyer to leave a note, for example regarding the preferred delivery time.

Payment for goods can be made in one of the following ways:

• by credit card (Mastercard, Visa, Visa Electron, American Express, V-Pay) through the online store,

• by bank transfer to the transaction account (TRR),

• with cash on delivery,

• in person at TIC Maribor, Partizanska cesta 6a, 2000 Maribor – by cash or card (Activa, Mastercard, Visa, Visa Electron, BA Maestro),

• in person at World's Oldest Grapevine, Vojašniška ulica 8, 2000 Maribor – by cash or card (Activa, Mastercard, Visa, Visa Electron, BA Maestro).

A financial obligation paid through a bank or another payment institution is considered settled on the day the payment order is submitted to the respective institution.

To ensure the highest level of security for online payments, the online store uses the Stripe and HOBEX payment systems, both of which support 3D Secure technology (also known as 3D Secure 2 or 3DS2).

3D Secure is an additional security layer for online card payments, designed to prevent unauthorized transactions. During the payment process, the card issuer may require additional authentication (e.g. via SMS code, biometric confirmation in the bank’s mobile app, or other methods determined by the issuing bank).

The 3D Secure system provides:

• additional protection for the buyer against card data misuse,

• reduced risk of fraud, and

• increased payment reliability.

In certain cases, additional authentication is mandatory under the European Payment Services Directive 2 (PSD2), which introduces Strong Customer Authentication (SCA).

By using our online store and choosing to pay with a credit or debit card, you agree that the system may require additional authentication for the transaction to be successfully completed.

The presentation of products on the Website does not constitute an offer but merely an invitation to potential customers to submit their own offer. The customer's order represents an offer. The contract is concluded only when it is accepted by the Maribor Tourist Board (ZTM).

An order is valid only if all required fields in the order form are completed. Before final submission of the order, the “Order Summary” section displays a summary of all key order details. At this stage, the customer can review and, if necessary, correct the data before submitting the order by clicking the “Order with payment obligation” button. By clicking this button, the customer submits a binding offer to purchase the selected items.

The customer is notified of the completion of the ordering process via an appropriate information system window. This notification confirms that the order has been received by ZTM, but does not constitute acceptance of the customer's offer.

Upon receiving the order, ZTM will send the customer an email confirming receipt of the order, including a summary of the order contents. This confirmation of receipt does not constitute acceptance of the customer's offer. If ZTM decides not to enter into a contract, the customer will be informed via email within two (2) working days from the order receipt confirmation. The customer's offer is considered accepted, and the contract concluded, once the product has been dispatched.

ZTM may exceptionally (partially) decline to fulfill the order in cases such as: out-of-stock products, repeated or irregular non-payment by the customer, incomplete order data as required by these General Terms and Conditions, or in the event of an obvious pricing error. In such cases, ZTM will contact the customer.

The contract (order) is stored electronically on ZTM’s server and is available to the customer at ZTM’s headquarters. The customer can obtain a copy of the contract (order) in the following ways:

1. by sending a request to ZTM via email at zzt@maribor.si, or

2. by calling ZTM at +386 (0)2 234 66 00.

If the customer requests a copy of the contract (order) by either of the two methods above, ZTM undertakes to provide the contract within two (2) working days of receiving the customer's request.

The customer may cancel the service free of charge no later than 72 hours before the scheduled time. In this case, the full amount paid will be refunded. If the customer cancels the service less than 72 hours before its scheduled time, they are not entitled to a refund. However, a voucher of equal value may be offered for the same service on a different date.

A consumer (this applies exclusively to natural persons acquiring goods for purposes outside their professional or gainful activity) has the right to withdraw from a distance contract within 14 days by notifying the seller (in accordance with Article 134 of the Consumer Protection Act) without having to state a reason for their decision. To exercise the right of withdrawal, the consumer must notify the seller in writing with an unambiguous statement of their decision to withdraw from the contract. The withdrawal shall be deemed timely if the consumer sends the statement within the prescribed 14-day withdrawal period.

Upon exercising the right of withdrawal, the obligations of both parties to perform the contract or to conclude it, in cases where the consumer had submitted an offer, shall cease.

The only cost borne by the customer in relation to the withdrawal is the cost of returning the goods. The seller does not offer products that cannot be returned by mail. The seller does not accept cash-on-delivery shipments. The customer must return the goods no later than 14 days after sending the withdrawal notice. The returned goods must be undamaged, in their original condition and quantity, and in the original packaging. The seller will refund the purchase price to the customer within 14 days after receiving the withdrawal notice or after receiving the returned goods—whichever comes later. The refund will be made using the same payment method used in the original transaction, and no additional charges will be incurred by the customer.

Notwithstanding the previous sentence, ZTM may withhold the refund until the returned goods have been received.

The withdrawal request must be sent to the email address: zzt@maribor.si within the specified period. The withdrawal form is available in ANNEX 1.

The burden of proof regarding the exercise of the right of withdrawal lies with the consumer. The return of goods to the company within the withdrawal period is considered a valid notice of withdrawal.

Items may also be returned free of charge to one of the two locations: The Old Vine House or TIC Maribor.

If the package is damaged, missing contents, or shows signs of having been opened, the customer must initiate a complaint procedure with the delivery service (Pošta Slovenije d.o.o.). We will work together to resolve the complaint as quickly as possible.

If you decide to return or exchange the purchased goods, send them back to us and we will send you a replacement item (in the case of an exchange). In this case, you will be responsible for the cost of returning the item as well as the shipping cost of the new item. However, the customer does not bear these shipping costs if the exchange is due to a material defect on the part of the online store.

If the user wishes to exchange or return the product, they may do so via any standard or express postal service at their own expense.

Due to the nature of online business, the offer and prices in the online shop of the Maribor Tourist Board are regularly updated and may change at any time. All prices are in euros (EUR) and include VAT. Prices are valid at the moment the order is placed and do not have a predetermined validity period.

Promotional prices are valid only for the period specified in the online store.

We reserve the right to correct errors and to change prices and text without prior notice.

Prices are not adjusted based on customer profiles and are not influenced by automated decision-making.

Products are delivered by Pošta Slovenije d.o.o. (hereinafter: the delivery service), which will deliver the package as quickly as possible. You can track your parcel using the tracking number via the Pošta Slovenije website. If the customer is not available at the time of delivery, the package can be collected according to the instructions of the delivery service. In the event of an unexpected delay in delivery, the provider will notify the customer by phone (if the phone number is provided during the order process) or by email. Delivery is available to any address within Slovenia.

Currently, products ordered via shop.visitmaribor.si can also be picked up in person by presenting the order number at one of two locations: The World's Oldest Grapevine or TIC Maribor. When placing your order, simply choose the PERSONAL PICK-UP option and select your preferred pick-up location. Once your order is ready for collection, you will be notified by SMS or email. Personal pick-up is free of charge at all designated locations.

In accordance with the Foodstuffs and Materials in Contact with Food Safety Act, we adhere to the principles of good hygiene practices based on the HACCP system, which ensures that the handling of such products is continuous and uninterrupted until they reach the customer.

In accordance with the law, the manufacturer is obliged to provide a warranty for the faultless operation of the purchased product. The warranty can be claimed directly with the manufacturer or through an authorized service provider. The customer must present the warranty certificate and the seller’s invoice to make a warranty claim.

The manufacturer must carry out warranty repairs within 30 days (with the possibility of an extension for no more than 15 days) from the receipt of the product. If this is not possible, the product must be replaced with a new, identical, and faultless item. The customer can also enforce the warranty through the seller, under the same conditions.

Warranty returns are carried out in accordance with the conditions stated in the warranty certificate provided by the manufacturer.

The provider respects the applicable consumer protection legislation. The provider must confirm receipt of the complaint within 5 working days and keep the customer informed about the progress of the procedure. The provider is aware that a key characteristic of consumer disputes, especially regarding judicial resolution, is the disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also the main obstacle preventing consumers from initiating court proceedings. Therefore, the provider strives to resolve any disputes amicably to the best of its ability.

Complaints can be submitted via email to zzt@maribor.si or in writing to the address Zavod za turizem Maribor, Tkalski prehod 4, 2000 Maribor.

Goods are considered compliant with the contract if they:

• correspond to the description, type, quantity, and quality, and have functionality, compatibility, interoperability, and other properties as required by the sales contract;
• are suitable for the particular purpose for which the consumer requires them, provided the consumer informed the seller about this purpose no later than at the conclusion of the sales contract and the seller agreed;
• are delivered together with all accessories and instructions, including installation instructions, as specified in the sales contract; and
• are updated as specified in the sales contract.

In addition to the above, goods must also:

• be suitable for the purposes for which goods of the same type are normally used, taking into account, where appropriate, other regulations, technical standards, or, in the absence of such technical standards, industry codes of practice applicable to the sector;
• be of such quality and correspond to the sample or model description provided by the seller to the consumer before concluding the sales contract, where applicable;
• be delivered with such accessories, including packaging, installation instructions, or other instructions that the consumer can reasonably expect to receive, where applicable; and
• be of such quantity and possess characteristics and other properties, including durability, functionality, compatibility, and safety, as is usual for goods of the same type and which the consumer can reasonably expect considering the nature of the goods and any public statements made in advertising or labeling by or on behalf of the seller or others in the prior contractual chain, including the manufacturer, unless the seller proves that:

1. the seller was unaware of the public statement and could not reasonably have been expected to be aware of it,
2. the public statement was corrected in the same or a comparable manner before the conclusion of the sales contract, or
3. the public statement could not have influenced the consumer's decision to purchase the goods.

The suitability of the product is verified by comparing it with another flawless item of the same kind, and also by manufacturer declarations or product markings. Suitability may also be verified by an authorized court expert.

If the goods do not have the properties explicitly promised by the seller, if the seller has sent incorrect products, incorrect quantity, color, or if the goods otherwise deviate from the buyer’s order, the buyer may file a claim. By prior agreement with the seller, the goods can be returned by mail; otherwise, the return is made in person at the store.

The client – if not a consumer – is obliged upon receipt or delivery of the product to immediately inspect the product and report any defects within 2 months from the day the non-conformity was discovered, in writing with a detailed specification of the defects; otherwise, all warranty rights, rights to cost reimbursement, and other client rights shall expire.

Consumers may exercise their rights under the following conditions and in the following order:

• request free rectification of the non-conformity of the goods (repair or replacement);
• request a price reduction proportionate to the non-conformity or withdraw from the sales contract and demand a refund.

The consumer can report the non-conformity of the goods in person, upon which the Tourism Board Maribor (ZTM) issues a receipt, or send it to the address:

Zavod za turizem Maribor, Tkalski prehod 4, 2000 Maribor.

The consumer must allow ZTM to inspect the goods claimed to be non-compliant.

ZTM shall respond in writing to the consumer within 8 working days of receiving the claim, addressing the consumer at the last address provided to the seller.

If the seller destroys or loses a product given for repair, maintenance, or modification, they are obliged to deliver a new identical product to the consumer within eight days at the consumer's choice or immediately pay compensation equal to the retail price of the new product.

The consumer may request that ZTM restores the conformity of the goods free of charge within a reasonable time from the moment the consumer notifies ZTM of the non-conformity, which shall not exceed 30 days, without causing significant inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer requires the goods.

The deadline may be extended for the shortest possible time necessary to complete the repair or replacement but by no more than 15 days. When determining the extended deadline, the nature and complexity of the goods, the nature and severity of the non-conformity, and the effort needed to complete the repair or replacement are considered. ZTM shall notify the consumer of the number of days of extension and the reasons for it before the expiry of the 30-day deadline.

If the consumer disagrees with the seller’s decision in the complaint resolution process, they may file an appeal. The appeal must be submitted within 30 days from the receipt of the decision. The appeal is handled by a committee, which briefly explains the decision to the consumer. ZTM shall respond in writing to the consumer within 8 working days from receiving the appeal, addressing the consumer at the last address provided to the seller.

If the consumer withdraws from the contract due to non-conformity of the goods, ZTM will refund the payment immediately as soon as possible, but no later than within 14 days of receiving the goods or proof that the consumer has sent the goods back.

For any questions, complaints, or claims, the consumer can contact ZTM at any time using the provided contact details. ZTM will respond to the consumer's inquiry, complaint, or claim as soon as possible, and no later than within the legally prescribed deadlines.

If the company does not deliver the digital content or digital service, the consumer must request the delivery of the digital content or digital service. If, despite the consumer's request, ZTM does not deliver the digital content or digital service without undue delay or within an additional period explicitly agreed upon with the consumer, the consumer may withdraw from the contract for the supply of digital content or digital service.

Notwithstanding the previous paragraph, the consumer may immediately withdraw from the contract for the supply of digital content or digital service if:

• the company declares or it is evident from the circumstances that the company will not deliver the digital content or digital service,
• the consumer and the company agree, or it is evident from the circumstances at the time of concluding the contract for the supply of digital content or digital service, that the agreed delivery time in the contract is essential for the consumer, but the company does not deliver the digital content or digital service by that time or within that period.

If the consumer withdraws from the contract for the supply of digital content or digital service, ZTM shall refund all payments made by the consumer in accordance with the contract. In the event the consumer exercises the right to a proportionate reduction of the purchase price or withdrawal from the contract for the supply of digital content or digital service, ZTM shall refund the consumer without undue delay and no later than within 14 days from the day the request for proportionate price reduction or withdrawal is made. The company shall not charge the consumer any costs for the reimbursement of payments received.

After withdrawing from the contract for the supply of digital content or digital service, the consumer shall refrain from using the digital content or digital service and shall not make it available to third parties.

For any questions and assistance, customers can contact us on Monday, Tuesday, and Thursday from 8 a.m. to 4 p.m., Wednesday from 8 a.m. to 5 p.m., and Friday from 8 a.m. to 3 p.m. via email at zzt@maribor.si or by phone at +386 (0)2 234 66 00.

Customers can submit complaints, claims, and other remarks in writing to the email address zzt@maribor.si.

Complaints, claims, and other remarks will be treated confidentially in all cases. The operator will strive to resolve disputes with customers amicably and find the most suitable solution for the satisfaction and benefit of the customer.

If an amicable resolution of the dispute is not possible, the competent court for disputes between:

• a legal entity and the Institute shall be the competent court in Maribor, unless otherwise provided by law,
• consumers and the Institute shall be the competent court in the area where the consumer has permanent or temporary residence, unless otherwise provided by law.

In accordance with legal regulations, the Maribor Tourist Board (ZTM) does not recognize any out-of-court consumer dispute resolution provider as competent to resolve a consumer dispute that a consumer may initiate under the Act on Out-of-Court Settlement of Consumer Disputes.

In accordance with Regulation (EU) No. 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2016/2004 and Directive 2009/22/EC, ZTM publishes an electronic link to the online dispute resolution (ODR) platform.

If the user subscribes to receive e-newsletters, the controller will add the user’s email address to the mailing list. Email addresses will be stored until the user unsubscribes from the email notification service. Unsubscribing is possible at any time by clicking the designated link in the received email. The unsubscription will be processed as soon as possible, and no later than within 15 days of the request.

During an online purchase, a so-called “cookie” may be stored in the user’s or buyer’s browser. Cookies are small text files that provide the website operator with information about how often a user or buyer visits the website and what content interests them during these visits. They are used to ensure the smooth operation of the website. Cookies themselves do not contain any data that would allow identification of an individual. The user or buyer always has the option to accept or reject cookies. Most web browsers automatically accept cookies, but users can change this in their settings to refuse cookies or to receive a warning before a cookie is stored.

The general terms and conditions of the online store visitmaribor.si come into effect on the day they are published on the notice board of the Maribor Tourist Board.

The provider reserves the right to amend the general terms and conditions at any time without prior notice. The changes are effective from the moment they are published in the online store and are binding for the user. The general terms and conditions may change at any time. The currently applicable general terms are always published on the VISIT MARIBOR website. The buyer is subject to the general terms in force at the time of placing the online order.

For all relationships and for rights and obligations not governed by these General Terms and Conditions, the provisions of the Consumer Protection Act, the Electronic Commerce Market Act, the Obligations Code, the Personal Data Protection Act, and the General Data Protection Regulation (GDPR) shall apply accordingly.