ASKONA LOYALTY PROGRAMME TERMS AND CONDITIONS

REPUBLIC OF SERBIA

Effective Date: 01.10.2026

1. Organiser, Scope, Duration and Acceptance

1.1. The ASKONA Loyalty Programme (the “Programme”) is organised and operated by ASKONA d.o.o. Ugrinovci, a company incorporated under the laws of the Republic of Serbia, Company Registration Number (MB) 22021842, Tax Identification Number (PIB) 114424110, with its registered office at Beograd, Ugrinovci, Nova Ulica 9 br. 8, Republic of Serbia (“ASKONA” or the “Organiser”).

1.2. The Programme operates in the Republic of Serbia through ASKONA stores participating in the Programme and the ASKONA online store available at askona.rs (the “Website”).

1.3. The Programme commences on the Effective Date stated above and is established without a predetermined end date. If ASKONA decides to discontinue the Programme, the Programme end date shall be announced in accordance with Clause 8.5.

1.4. These Terms and Conditions (the “Terms”) constitute the published terms of the Programme and set out the conditions on which ASKONA offers Customers the benefits of the Programme.

1.5. A person joins the Programme and enters into an agreement with ASKONA by completing the registration procedure and expressly confirming acceptance of these Terms.

1.6. Participation in the Programme is voluntary and free of charge.

1.7. The Programme is separate from the terms governing the sale of goods and provision of services by ASKONA. Nothing in these Terms excludes, limits or otherwise prejudices any mandatory rights granted to consumers under the laws of the Republic of Serbia.

2. Eligibility and Programme Account

2.1. The Programme is available only to natural persons who are at least 18 years old. Companies, entrepreneurs, partnerships and other legal or business entities may not participate in the Programme.

2.2. A participant in the Programme (the “Customer”) may register through the Website or by another registration method made available by ASKONA.

2.3. Before completing registration, the Customer shall be given an opportunity to:

(a) review these Terms and the applicable Privacy Notice;

(b) correct any errors in the information entered during registration; and

(c) expressly confirm acceptance of these Terms.

Where registration is completed electronically, ASKONA shall provide electronic confirmation of the registration and shall make these Terms available in a form enabling the Customer to store, reproduce and subsequently access them.

2.4. As a general rule, one Customer may hold one Programme account (the “Account”).

2.5. The Customer must provide accurate and up-to-date information and must not sell, transfer or make the Account or its unique identifier available to another person.

2.6. ASKONA may request information reasonably necessary to verify the Customer's identity, protect the Account, correct errors or prevent fraud, misuse or unauthorised access.

2.7. Consent to receive advertising or direct marketing communications is not a condition of joining or remaining in the Programme.

3. Points

3.1. A bonus point (a “Point”) is a contractual unit entitling the Customer to a discount on eligible purchases in accordance with these Terms.

3.2. When redeemed, 1 Point provides a discount of RSD 1.

3.3. Points are not money, electronic money, a payment instrument, a deposit or a financial product. Points may not be redeemed or exchanged for cash.

3.4. Points are recorded electronically in the Customer's Account.

3.5. Points have no value outside the Programme and may only be used in the manner expressly provided in these Terms.

4. Earning Points

4.1. Unless the conditions of a particular promotion expressly provide otherwise, the standard accrual rate is 3% of the amount actually paid by the Customer for eligible goods, including VAT, after application of discounts, coupons and redeemed Points.

4.2. Points are calculated as follows:

amount actually paid for eligible goods × 3%.

Where the calculation results in a fraction of a Point, the number of Points shall be rounded to two decimal places in accordance with normal mathematical rounding rules.

4.3. Points are credited after the relevant goods have been paid for in full and delivered or otherwise transferred to the Customer.

Credited Points become available for redemption 15 calendar days after they are credited.

4.4. Unless expressly stated otherwise before the purchase, Points are not earned in respect of:

(a) delivery charges;

(b) assembly or installation charges;

(c) other services or services provided by third parties; or

(d) the part of the purchase price discounted through the redemption of Points.

4.5. Unless ASKONA clearly states otherwise, the Programme applies to goods sold by ASKONA in Serbia. Goods or categories of goods excluded from Point accrual must be clearly identified to the Customer before the relevant purchase.

4.6. ASKONA may conduct temporary promotions under which:

(a) a different Point accrual rate applies;

(b) additional Points are awarded;

(c) different redemption conditions apply; or

(d) particular goods or categories of goods are included in or excluded from the promotion.

The applicable promotion conditions, including their duration and any material restrictions, shall be clearly published and made available to the Customer before the relevant purchase.

4.7. Where the published conditions of a specific promotion differ from these Terms, the conditions of that promotion shall apply to the relevant purchase, provided that the Customer was able to review them before making the purchase.

4.8. The standard accrual rate of 3% applies only to purchases made on or after the date on which that rate becomes effective for the relevant Customer.

Any reduction of the accrual rate shall not retrospectively reduce, cancel or alter Points already validly credited to the Customer's Account.

5. Redemption and Expiry of Points

5.1. Active Points may be redeemed to obtain a discount on a subsequent purchase of eligible goods.

5.2. Unless ASKONA clearly states otherwise before the relevant purchase, Points may be used to discount up to 30% of the price of eligible goods included in that purchase.

5.3. Unless the applicable conditions of a promotion expressly provide otherwise, Points:

(a) may not be combined with coupons or other discounts where ASKONA has clearly disclosed that restriction before the purchase; and

(b) may not be used to pay for delivery, assembly, installation, third-party services or other excluded services.

5.4. Points are valid for 365 calendar days from the date on which they are credited to the Customer's Account.

Points not used within that period expire automatically and are not subject to cash compensation.

5.5. Where ASKONA holds valid contact details for the Customer, ASKONA will send a service reminder approximately one month before the expiry of Points.

Such reminder shall not contain advertising or promotional content unless the Customer has given the consent required by applicable law for such communications.

5.6. Points may not be sold, transferred to another person, exchanged for cash, gift cards or coupons, or otherwise disposed of outside the Programme.

6. Returns, Cancellations and Adjustment of Points

6.1. Returns, cancellation of orders, withdrawal from distance contracts, refunds, lack of conformity and other consumer remedies are governed by the applicable terms of sale and mandatory Serbian consumer legislation.

Nothing in these Terms limits any statutory consumer right.

6.2. Where goods purchased using Points are validly returned, the Customer shall receive the monetary refund required by applicable law in respect of the amount actually paid in money and any other amounts which must be refunded under applicable law.

Points redeemed against the returned goods shall be restored to the Customer's Account.

6.3. Restored Points retain their original expiry date.

If their original expiry date passed while ASKONA was processing a valid return, withdrawal or complaint, the restored Points shall remain available for at least 30 calendar days from the date on which they are restored.

6.4. Points earned in connection with goods that are subsequently returned, or with a transaction that is subsequently cancelled or rescinded, shall be reversed.

6.5. If Points referred to in Clause 6.4 have already been redeemed, ASKONA may adjust the Customer's current or future Point balance by the corresponding amount.

Such adjustment shall not by itself create a monetary debt payable by the Customer, except to the extent that recovery is permitted by applicable law in a case of proven fraud or deliberate abuse.

7. Personal Data and Communications

7.1. ASKONA d.o.o. Ugrinovci is the controller of personal data processed for the administration of the Programme.

7.2. Information regarding the categories of personal data processed, purposes and legal bases of processing, recipients, retention periods, transfers of personal data, Customer rights and the means of exercising those rights is provided in ASKONA's current Privacy Notice made available on the Website.

7.3. Personal data necessary for:

(a) registering and maintaining the Account;

(b) crediting, recording and redeeming Points;

(c) administering the Programme;

(d) processing Customer requests and complaints; and

(e) protecting the Account and preventing misuse,

may be processed to the extent permitted by applicable data protection legislation, including where processing is necessary for performance of the Programme agreement, compliance with legal obligations or the pursuit of legitimate interests subject to the applicable statutory requirements.

7.4. Acceptance of these Terms or participation in the Programme does not constitute consent to direct marketing.

7.5. Advertising and other direct marketing communications by email, SMS, telephone or other electronic communications shall be sent only where the Customer has given the prior consent required by applicable Serbian law.

Any marketing consent relied upon by ASKONA shall be requested separately from acceptance of these Terms, shall require an affirmative action by the Customer and shall not be pre-selected.

7.6. The Customer may withdraw marketing consent or object to direct marketing at any time, free of charge.

Withdrawal of consent or objection to direct marketing does not terminate participation in the Programme and does not result in the loss of Points validly credited to the Account.

7.7. ASKONA may send non-promotional service communications reasonably necessary for the administration of the Programme, including communications concerning:

(a) registration and the Account;

(b) Point balances and expiry;

(c) security matters;

(d) returns and Point adjustments;

(e) material changes to these Terms; and

(f) suspension or discontinuation of the Programme.

Such service communications shall not be combined with advertising unless ASKONA is legally entitled to send the advertising content to the relevant Customer.

7.8. The Customer may exercise data protection rights and submit privacy-related requests using the contact details stated in ASKONA's Privacy Notice.

The Customer also has the right to submit a complaint to the Commissioner for Information of Public Importance and Personal Data Protection of the Republic of Serbia in accordance with applicable law.

8. Suspension and Termination

8.1. The Customer may terminate participation in the Programme at any time by requesting closure of the Account.

8.2. Unless the Customer requests immediate closure, or ASKONA reasonably suspects fraud or serious abuse, the Customer shall be given a reasonable opportunity to redeem valid Points before the Account is closed.

8.3. ASKONA may temporarily suspend an Account where reasonably necessary to investigate:

(a) suspected fraud or abuse;

(b) a material breach of these Terms;

(c) unauthorised access;

(d) a security incident; or

(e) a material technical or calculation error.

The suspension shall last no longer than reasonably necessary for the relevant investigation.

8.4. ASKONA may terminate an individual Customer's participation in the Programme in the event of a material breach of these Terms, proven fraud or material abuse of the Programme.

Except where immediate action is reasonably necessary to prevent fraud, loss or a security incident, ASKONA shall inform the Customer of the reason and give the Customer a reasonable opportunity to provide an explanation.

8.5. ASKONA may discontinue the Programme as a whole for a legitimate business, legal, economic, technical or operational reason.

Unless immediate discontinuation is required by law or is reasonably necessary due to circumstances requiring urgent action to protect Customers, ASKONA or the security of the Programme, ASKONA shall:

(a) give Customers at least 30 calendar days' prior notice;

(b) clearly publish the Programme end date; and

(c) permit valid Points to be redeemed during the notice period in accordance with these Terms.

9. Changes to the Programme and these Terms

9.1. ASKONA may amend the Programme or these Terms where the amendment is objectively justified, including due to:

(a) changes in applicable legislation or regulatory requirements;

(b) changes in technical or operational processes;

(c) changes necessary to maintain the security or proper functioning of the Programme;

(d) prevention of fraud or abuse;

(e) changes in the economic conditions or structure of the Programme; or

(f) changes in the manner in which Programme benefits are provided.

9.2. Where an amendment materially disadvantages Customers, ASKONA shall, unless a shorter period is required by law or urgent security considerations, provide at least 30 calendar days' prior notice.

The amended Terms shall be published on the Website and the Customer shall also be informed individually using an available service communication channel.

9.3. Other amendments may take effect after publication on the Website, provided that the amended conditions have been made available to the Customer before they apply.

9.4. Amendments shall not have retrospective effect and shall not reduce the number or redemption value of Points already validly credited to the Account, except where an adjustment is necessary because of:

(a) a return, cancellation or rescission;

(b) correction of a manifest technical or calculation error;

(c) proven fraud or abuse; or

(d) a mandatory requirement of applicable law.

9.5. In particular, any reduction of the standard Point accrual rate applies only to purchases made after the effective date communicated to the Customer.

Points earned before that date remain unaffected.

9.6. A Customer who does not wish to continue participating under materially amended Terms may terminate participation before the amendment becomes effective and may use valid Points during the applicable notice period in accordance with these Terms.

9.7. Where the Programme Account or any functionality of the Programme constitutes a digital service within the meaning of mandatory Serbian consumer legislation, any modification of that digital service shall also be subject to the statutory requirements applicable to such modifications, including any mandatory notification and termination rights of the Customer.

10. Complaints, Out-of-Court Dispute Resolution, Applicable Law and Contact Details

10.1. These Terms and the Programme are governed by the laws of the Republic of Serbia.

10.2. Nothing in these Terms excludes or restricts any mandatory protection available to a consumer under Serbian law.

10.3. Questions or complaints concerning the Programme may be submitted to:

ASKONA d.o.o. Ugrinovci
Beograd, Ugrinovci, Nova Ulica 9 br. 8
Republic of Serbia
Company Registration Number (MB): 22021842
Tax Identification Number (PIB): 114424110
Telephone: +381 63 660 075
Email: [email protected]
Website: askona.rs

10.4. Consumer complaints shall be handled in accordance with applicable Serbian consumer legislation and ASKONA's applicable complaint-handling procedure.

10.5. ASKONA shall participate in out-of-court consumer dispute resolution proceedings where and to the extent required by applicable Serbian law. Information concerning the competent bodies and the applicable procedure shall be made available to Customers as required by law.

10.6. Any judicial dispute shall be determined by the court having jurisdiction under applicable Serbian law.

Nothing in these Terms restricts any mandatory right of a consumer concerning territorial or subject-matter jurisdiction.

10.7. If any provision of these Terms is held to be invalid, void or unenforceable, the remaining provisions shall remain effective to the maximum extent permitted by law.

10.8. The current version of these Terms shall be made available before registration and on the Website in a form enabling the Customer to store, reproduce and subsequently access them.

10.9. These Terms enter into force on the Effective Date stated above.