Pravni pogoji Aplikacija Petrol GO

General Terms and Conditions for the Use of the PETROL GO Mobile Application

1. Introductory provisions

These General Terms and Conditions for the Use of the PETROL GO Mobile Application (hereinafter: the “Terms and Conditions”) define the rights, obligations and conditions governing the use of the PETROL GO mobile application (hereinafter: the “mobile application” or “PETROL GO”).

The provider of the mobile application is PETROL, Slovenska energetska družba, d.d., Ljubljana, Dunajska cesta 50, 1000 Ljubljana, company registration number: 5025796000, VAT ID: SI80267432, registered with the District Court in Ljubljana (hereinafter: “PETROL”). PETROL may, in providing the services under the mobile application, also engage its subsidiaries, jointly controlled companies or affiliated companies (hereinafter collectively referred to as the “Petrol Group”).

These Terms and Conditions apply to all upgrades, new versions and any other modifications of PETROL GO.

If, when using PETROL GO, a user wishes to use any of PETROL’s physical or virtual cards — namely the Petrol klub loyalty card, the Petrol Loyalty card, the Petrol klub payment loyalty card or the Petrol Pay Loyalty card (hereinafter collectively referred to as the “Petrol Cards”), or the Silver Business Card or the Grey Business Card (hereinafter referred to as the “Petrol Business Payment Card”) — the user must be a holder of the relevant Petrol Card or an authorised holder or user of the relevant Petrol Business Payment Card.

The use of the Petrol klub loyalty card, the Petrol Loyalty card, the Petrol klub payment loyalty card, the Petrol Pay Loyalty card and the Petrol Business Payment Card is governed by the respective general terms and conditions applicable to each individual card. The General Terms of Use of the Petrol klub loyalty card, the General Terms of Use of the Petrol Loyalty card, the General Terms of Use of the Petrol klub payment loyalty card, the General Terms of Use of the Petrol Pay Loyalty card and the General Terms of Use of the Petrol Business Payment Cards are available at https://www.petrol.si and/or https://www.petrolpay.si and form an integral part of these Terms and Conditions. These Terms and Conditions supplement the respective card terms in the part relating to the use of such cards within PETROL GO.

These Terms and Conditions are published on https://www.petrol.si and https://www.petrol.hr.

2. Definitions

The terms used in these Terms and Conditions shall have the following meanings:

Users of the mobile application or users may be individuals who are at least 15 years old or 18 years old (the age limit of 18 years applies to users in Croatia), who are partially or fully legally capable, and who obtain or use goods, services, or digital content through the mobile application for purposes outside their professional or commercial activities (i.e., consumers), as well as legal entities or individuals who obtain or use goods, services, or digital content through the mobile application for the purpose of conducting their professional or commercial activities. Certain rights set out in these Terms and Conditions apply only to users who qualify as consumers, as expressly defined herein.

A consumer is, in accordance with the applicable consumer protection legislation, an individual who obtains or uses goods, services, or digital content for purposes outside their professional or commercial activities.

A smartphone or tablet, for the purposes of these Terms and Conditions, means a device that enables the installation and operation of advanced applications not supported by standard mobile phones. Smartphones and tablets provide advanced internet access, multitasking capabilities, connectivity and advanced functionalities.

The mobile application means the PETROL GO mobile application, which enables users to pay for goods, services, and digital content at PETROL points of sale or to purchase certain goods, services, and digital content remotely from PETROL. The range of goods, services, and digital content available for payment or purchase through the mobile application is displayed within the mobile application. PETROL is the provider and rights holder of the mobile application.

Registration means the initial entry into the database, during which the user provides the required information, accepts these Terms and Conditions and confirms that they have read and understood them. Upon successful registration, the user’s “My Petrol user account” (hereinafter: the “user account”) is created.

Login means that the required data has already been entered into the database, the user’s email address has been confirmed (activated), and the user account has been created. For each subsequent access to the mobile application, the user enters their email address and password. The password may be changed by the user at any time.

The MOJ PETROL portal is a web portal that enables users to review their financial and card transactions and other benefits with PETROL. The General Terms and Conditions for the Use of the MOJ PETROL portal and mobile application, which govern the use of the user account, are available at https://www.petrol.si (applicable only to users in Slovenia).

Customer data means all data relating to the customer’s contractual relationships with PETROL (such as electricity, natural gas, Petrol Cards, eShop orders, heating oil orders, LPG orders, and other personal data of the customer).

Application log means the data collected regarding the operation of PETROL GO, which the user submits when sending a message to PETROL through the mobile application or when reporting a malfunction of PETROL GO. The PETROL GO log is also sent to PETROL when the user clicks the log icon in the “Write to us” menu. The application log may contain data visible to the user within PETROL GO, such as first name, last name, username, Petrol Card number, number of collected Golden Points, Golden Drops and Beans.

A Petrol klub member is an individual holding a valid Petrol Card and thereby entitled to collect and redeem Golden Points, obtain other benefits, and load and receive credit to their Petrol klub account in accordance with the applicable general terms and conditions of the respective Petrol Card.

A Petrol klub account represents the account to which all acquired benefits and credit of the Petrol klub member are allocated.

Credit means monetary funds deposited by the holder of a Petrol Card or granted as a benefit by PETROL to the Petrol klub account, which may be used for payments at the issuer’s points of sale in accordance with the applicable general terms and conditions of the respective Petrol Card.

A Petrol Business Payment Card, including the Silver Business Card and the Grey Business Card, is a payment instrument that enables its holder to purchase goods, services and digital content on a cashless basis at authorised points of sale. The card remains the property of the issuer.

The Silver Business Card is a type of Petrol Business Payment Card intended for companies for the purchase of fuel and the full range of goods, services and digital content at PETROL points of sale. It is issued in the name of the customer (a legal entity or sole trader engaged in economic activity who has concluded a Contract for the Use of Petrol Business Payment Cards with the issuer) or in the name of the authorised card holder designated by the customer. Within PETROL GO, it may be used as a payment method in accordance with the applicable card terms.

The Grey Business Card is a type of Petrol Business Payment Card primarily intended for companies for the purchase of fuel at PETROL points of sale and for other goods and services, depending on the selected type of Grey Business Card. It is issued to the vehicle registration number of the customer or another designation selected by the customer engaged in economic activity and having concluded a Contract for the Use of Petrol Business Payment Cards with the issuer. Within PETROL GO, it may be used as a payment method in accordance with the applicable card terms.

An online or mobile store means a digital distribution platform intended for providing or installing software applications to users and enabling the download of mobile applications to smartphones or tablets.

The PETROL GO password means the password set by the user that enables login to PETROL GO and confirmation of payments within PETROL GO. Depending on the user’s settings, the password may be replaced by biometric authentication or by the application PIN.

The application PIN means a personal identification number or numerical password that replaces the PETROL GO password.

The card PIN means a multi-digit secret personal identification number or numerical password that enables the holder to approve or authorise a payment transaction made with the Petrol klub payment loyalty card, the Petrol Pay Loyalty card or the Petrol Business Payment Card.

Petrol PAY is a content section within the PETROL GO mobile application intended for holders of the Petrol Pay Loyalty card, enabling them to review card information, manage the card and confirm online payments.

The Petrol Pay Loyalty card is a payment instrument issued by Petrol Pay d.o.o., the use of which is governed by the applicable General Terms and Conditions for the Use of the Petrol Pay Loyalty payment loyalty card, published at https://www.petrolpay.si.

A verification code means a one-time multi-digit identification number used to activate the management of Petrol PAY within PETROL GO.

An access code means a multi-digit identification number set by the user and used each time when accessing the Petrol PAY section of the PETROL GO mobile application. The access code may be replaced by biometric authentication.

Tokenisation (in electronic business) means the conversion or encryption of sensitive data into a secure token format. Within PETROL GO, this technical process is used to encrypt the data of certain available payment methods.

A user account has the meaning defined under Registration.

A payment gateway means a method of payment using commonly accepted credit and debit cards, such as Mastercard and Visa.

The mBills mobile wallet or mBills is a product that enables the issuance and storage of electronic money and the execution of payment services. It represents an open mobile payment platform based on a mobile wallet. Electronic money stored in the mBills mobile wallet is issued by Petrol Pay d.o.o. Any change of the name (brand) mBills shall not affect the validity of these Terms and Conditions, and any reference to mBills in these Terms and Conditions shall accordingly apply to any new name that may replace mBills (applicable only to users in Slovenia).

A QR code is an optically machine-readable representation of data. It may take the form of a matrix or two-dimensional barcode (for example, a QR code, EAN code or other unique identification marking).

Order and Collect is a functionality within PETROL GO that displays a selection of products available in stock at selected PETROL points of sale and enables pre-ordering via PETROL GO and quick collection at the selected PETROL point of sale. The product categories also include freshly prepared food under the FRESH offering.

FRESH means the offering of freshly prepared food and beverages displayed within PETROL GO under the Order and Collect section.

Events means a category within the Order and Collect functionality that displays products offered at a specific event or public occasion where PETROL is present as a food and beverage provider based on an agreement with the organiser, and which may therefore be pre-ordered via PETROL GO and collected at the authorised PETROL point of sale located at the event.

Shop Online is a functionality within PETROL GO that presents products which the user may purchase in the PETROL eShop online store or on other PETROL websites.

Quick Purchase is a functionality within PETROL GO that enables users to purchase retail products at PETROL points of sale without paying at the checkout. With the “Quick Purchase” functionality, the user scans product EAN codes using the PETROL GO scanner, adds products to a virtual basket and pays for them via PETROL GO.

My Energy is a set of content within PETROL GO that includes energy products relating to the home, such as electricity, natural gas, liquefied petroleum gas and similar products. This section enables users to place orders, review consumption, submit meter readings and access related services. The content available within this section may vary depending on the type of user, the user’s contractual relationship with PETROL and the country in which the application is used.

3. Technical Requirements

Download of the Mobile Application PETROL GO

Depending on the type of smartphone or tablet and subject to availability, the user may download PETROL GO via an online or mobile store, in accordance with the terms and conditions of the selected online or mobile store:

Apple iOS: App Store,
Google Android: Google Play Store.

The use of PETROL GO is free of charge. However, PETROL shall not be liable for any costs incurred by the user in connection with the use of telecommunication services, data transfer or other services charged by the user’s mobile or internet service provider.

For downloading and using PETROL GO, PETROL recommends the use of a 5G or LTE mobile network or a fixed electronic communications network. Downloading and using PETROL GO is also possible via a 3G or 2.75G (Edge) network; however, in such case the download speed and performance of the mobile application may be reduced.

PETROL GO operates on iOS (Apple) and Android (Google) operating systems. PETROL GO operates on Huawei devices only if such devices support Google services. Due to technical limitations of older operating system versions, certain services used by the mobile application may not be available. As a result, certain functionalities of PETROL GO may not operate properly or may not be displayed.

PETROL reserves the right not to ensure full compatibility of PETROL GO with all versions of operating systems. Although PETROL strives to ensure compatibility with a wide range of operating system versions, users may experience issues if they use versions that are more than two (2) major versions older than the most recent version.

4. Registration, Login and Cancellation

By registering and logging into PETROL GO, the user may access the functionalities of PETROL GO, as specified in more detail in Chapter 6 of these General Terms and Conditions. To log into PETROL GO, the user requires a user account, which is created during the registration process by entering the basic information requested therein (first name, last name, telephone number (optional), email address and PETROL GO password).

By selecting the relevant box during registration in PETROL GO, the user confirms that they have carefully read the General Terms and Conditions in force at the relevant time, agree with them and accept them in full, and by accepting the General Terms and Conditions confirm that they have reached the age of 15 or 18 (for users in Croatia) and meet the other conditions for the use of PETROL GO set out in these General Terms and Conditions.

A logged-in user may create a new Petrol Loyalty card within PETROL GO, thereby enabling additional functionalities available only to holders of Petrol klub cards. In order to create a Petrol Loyalty card, the user must provide the following information: first name, last name, country, address, date of birth, mobile phone number and gender. The validity of the entered telephone number is then verified. Successful creation of a new Petrol Loyalty card also requires acceptance of the General Terms and Conditions for the Use of the Petrol Loyalty card, published at https://www.petrol.si or https://www.petrol.hr.

If the user is already a holder of one of the Petrol Cards, they may link it to their user account.

By linking their Petrol Card to the PETROL GO user account, the user gains access to the information recorded on their Petrol Card (number of collected Golden Points, acquired benefits, loaded credit, etc.) or to certain additional data related to their business relationship with PETROL (e.g. transactions, liabilities and information related to energy products), depending on the type of card. To link an existing Petrol Card to the user account, the user enters the following information in the appropriate tab in PETROL GO: first name, last name, country and address; if this information matches the information already held by PETROL about the card holder, this is followed by the step of entering the card number or scanning the card code, thereby linking the existing Petrol Card within PETROL GO.

Upon successful completion of the registration and login process in PETROL GO and acceptance of these General Terms and Conditions, the user obtains the possibility to review paid invoices for purchases made via PETROL GO and, by linking their Petrol Card or newly issued virtual Petrol Loyalty card, also to review acquired benefits, loaded credit and the limit of their Petrol klub payment loyalty card or Petrol PAY Loyalty card, as well as a list of all payments in which the user was identified. The required information is necessary for further login procedures and communication in business operations with the registered and logged-in user and for other types of processing, in accordance with the purpose and legal bases. If the user does not wish to provide any mandatory information during the registration process for the user account, they will not be able to successfully complete the registration process and consequently will not be able to create a user account or use PETROL GO.

4.1. Cancellation of Registration or Theft of Phone/Computer

In the event of theft of the user’s phone or if the user wishes to delete their user account, the user may submit a request to delete the user account within PETROL GO. The user may also delete the user account by calling the toll-free number 080 22 66 or by sending a written notice to PETROL d.d., Ljubljana, Dunajska cesta 50, 1000 Ljubljana, marked “Cancellation of Registration”, or to PETROL d.o.o., Savska Opatovina 36, ZAGREB, 10000, marked “Cancellation of Registration”, or by sending an email to dpo@petrol.si or zop@petrol.hr marked “Cancellation of Registration”. Upon final confirmation of the deletion of the user account, the user account and the related personal data shall be deleted. Cancellation of the deletion of the user account is not possible; however, in accordance with these General Terms and Conditions, the user may only create or register a new user account.

If, upon deletion of the user account, unused credit remains on the Petrol klub account, the user may continue to use physical Petrol Cards and continue to use the unused credit in accordance with the General Terms and Conditions for the Use of the respective Petrol Card.

If the user holds a Petrol Card that has expired, the user may proceed in accordance with the General Terms and Conditions for the Use of the respective Petrol Card.

In view of the above, PETROL recommends that users use all unused credit before the expiry of the Petrol Card.

If the Petrol Card linked by the user to PETROL GO expires, the user will not be able to use the additional functionalities defined in these General Terms and Conditions relating to Petrol Cards within PETROL GO. In such case, the user may continue to use PETROL GO without the benefits and additional functionalities relating to Petrol Cards.

5. General Information on Payment Methods and Payments

The user is bound by the terms and conditions valid at the time of confirmation of the purchase or submission of the order. After confirming the purchase or submitting the order, the user may no longer withdraw from the purchase, unless otherwise provided for a specific type of goods, services or digital content in these General Terms and Conditions.

When purchasing goods, services and digital content via PETROL GO, the prices valid at the time of submission of the order shall apply, or the prices that were valid at the time when the order was received by PETROL’s information system shall apply. PETROL reserves the right to change the prices of goods, services and digital content on a daily or intra-daily basis without prior notice to users. The prices of energy products, goods, services and digital content are displayed at PETROL points of sale. The prices shown in PETROL GO are for information purposes only. In the event of any discrepancy between the prices displayed in PETROL GO and the prices at the point of sale, the prices at the point of sale shall prevail. Prices are stated in the currency applicable in the country where the point of sale is located at which the user collects the goods or to which the order is submitted, and include value added tax, unless explicitly stated otherwise.

If PETROL, tacitly or expressly, makes the purchase of goods, the provision of services or the supply of digital content conditional upon partial or full prepayment and delivers the goods, provides the service or supplies the digital content after receiving the prepayment, it must, upon delivery of the goods, performance of the service or supply of the digital content, calculate and pay to the consumer interest on the paid prepayment at the interest rate of the following reference bank: NOVA LJUBLJANSKA BANKA d.d., Ljubljana (reference bank for Slovenia). Notwithstanding the above, PETROL shall not be obliged to pay interest to the consumer on the received prepayment if the prepayment was made less than three working days prior to the day on which the delivery is made, the provision of the service commences or the digital content is supplied. PETROL shall be deemed to have fulfilled its obligation to pay interest on the received prepayment if it reduces the regular price of the goods, service or digital content and such reduction is higher than or equal to the amount of the calculated interest.

PETROL must issue an invoice for the supply of goods or services and deliver it to the user.

PETROL shall issue the invoice upon receipt of payment. In the case of advance payment, an invoice in PDF format shall be generated for the user within PETROL GO.

Vklopi razum, zahtevaj račun!

5.1 Procedure for Payment with a Supported Payment Method

V In the purchase process via PETROL GO, the user is offered as a payment method the payment method that the user has designated as the default. Prior to confirming the purchase, the user may also replace the default payment method with any other payment method available to them in PETROL GO.

The user completes the purchase by selecting the payment method and, by pressing the “CONFIRM PAYMENT METHOD” button, confirms the order of goods, services and digital content with an obligation to pay, whereby the sales contract between PETROL and the user shall be deemed concluded. At the stage of CONFIRMATION of the order, the user may terminate the purchase and contract conclusion process by not confirming the payment.

After confirming the purchase, the user may no longer withdraw from the purchase, unless otherwise provided for a specific type of goods, services or digital content in these General Terms and Conditions.

The limit for a single purchase or payment is linked to the approved limit as determined by the issuer of the payment method in agreement with the user. If the available limit of the selected payment method is exceeded, payment via PETROL GO shall not be possible.

The version of these General Terms and Conditions valid at the time of confirmation of the purchase or submission of the order using PETROL GO shall be binding on the user.

The user may add or remove payment methods in PETROL GO in the manner specified in point 5.2 of these General Terms and Conditions.

5.2. Procedure for Adding and Removing Supported Payment Methods

In the PETROL GO menu, the user may manage, add or remove payment methods listed in point 5.3 of these General Terms and Conditions.

Payment or credit cards issued by banks may be added to PETROL GO by entering the basic card details required for payment (such as card number, name on the card, card expiry date, CVV or CVC number). For the purpose of verifying the validity of the card, PETROL will perform a pre-authorisation on the user’s payment or credit card. In order to add a payment or credit card, the user will be redirected to a secure channel of the user’s bank for linking payment cards (the bank’s mobile application for payment authentication). For enhanced data security, the mobile application will verify the user by requiring entry of the PETROL GO password, which may be replaced by biometric data or the application PIN if activated by the user. If the card addition process is successfully completed, the card will be stored in the form of a token through tokenisation in the background system of the payment gateway. Tokenisation is mandatory if the user wishes to pay for goods, services and digital content in PETROL GO using payment cards.

Based on the token created through tokenisation, the mobile application may carry out subsequent payments without the user having to re-enter all payment or credit card details and may retrieve basic, limited card data for display in PETROL GO for transparency in the selection of payment methods. A token generated in this way is unusable outside the environment of the PETROL GO background system. All data relating to the user’s payment or credit card and the transaction itself are securely stored within the selected payment gateway system, and PETROL does not have access to such data.

When the user enters payment card details in PETROL GO as specified in point 5.3.4 of these General Terms and Conditions, responsibility for the protection of such data (card number, security code, expiry date, etc.) is assumed by the payment gateway, as this is ensured by Drop-in Payment UI or Hosted Fields technology, which securely transfers all such data via an iframe system.

When adding credit and payment cards as a payment method in PETROL GO, all steps are carried out on the side of the payment gateway, which means that PETROL has no contact with the credit card data or the transaction data related thereto. Subsequent payments with a credit card are carried out via tokenisation as explained above, in accordance with these General Terms and Conditions.

For payments using the mBills mobile wallet, the process of linking PETROL GO and the mBills mobile wallet is also carried out through tokenisation. Deletion of the link with the mBills mobile wallet is managed by the user within the mBills application.

Depending on the user’s agreement with the issuer of the payment method, tokenisation may result in certain cases in which payment confirmation or entry of a security password is not required when using a tokenised payment method. For this reason, PETROL recommends that users ensure appropriate protection of the smartphones and tablets on which PETROL GO is installed.

Within the profile, the user may manage and add Petrol Business Payment Cards as specified in point 5.3.2 by entering the basic details required for payment (card number, card expiry date, first name and last name of the card holder (types I and J) or the company’s tax number (types P, R, A, V, D and O), and the card PIN code).

For the successful addition of Petrol Business Payment Cards of types P, R, A, V, D and O, prior authorisation by the card administrator on the employer’s side is required. Authorisations for Petrol Business Payment Cards of types P, R, A, V, D and O are managed in the B2B portal in the “Business Card” application, under the PETROL GO Authorisations tab. The administrator enters the email address (username) used by the employee to log into PETROL GO. In this way, the administrator authorises the use of the Petrol Business Payment Card in PETROL GO for the respective employee.

The user may delete stored payment cards in PETROL GO at any time. This option is available in the list of payment methods; by selecting the settings of the stored card, the option “Remove card” is displayed.

5.3. Supported Payment Methods

The following sets out the payment methods that may be used for payment in PETROL GO and their description.

5.3.1. PETROL klub Cards

By holding a Petrol Card, the user becomes a member of the Petrol klub and thereby the holder of a Petrol klub account, which may be linked to PETROL GO. In this way, the user obtains the possibility to acquire, through the use of PETROL GO, the benefits available to Petrol klub members as defined in the General Terms and Conditions for the Use of the respective Petrol Card.

5.3.1.1. Petrol klub Loyalty Card / Petrol Loyalty Card

A valid Petrol klub loyalty card / Petrol Loyalty card may be selected by the user as a payment method provided that the user has loaded onto their Petrol klub loyalty card / Petrol Loyalty card or the Petrol klub account linked thereto an appropriate amount of credit, which must be equal to or greater than the value of the order of goods, services and digital content for the successful execution of the payment.

The user may load credit onto their Petrol klub loyalty card / Petrol Loyalty card by making a payment at a physical point of sale of the issuer.

The user may load credit onto their Petrol klub loyalty card / Petrol Loyalty card by selecting the label “CARD” on the Petrol klub card display on the entry page of PETROL GO, which opens a screen displaying the QR code of their Petrol klub loyalty card / Petrol Loyalty card and the linked Petrol klub account. The user presents the QR code of the Petrol klub loyalty card to the salesperson at the PETROL point of sale, who scans it and loads credit for the received amount of money. The maximum amount of credit that may be loaded onto a Petrol klub loyalty card, as well as all other rights and obligations of the user relating to the credit, are defined in more detail in the General Terms and Conditions for the Use of the Petrol klub loyalty card or the General Terms and Conditions for the Use of the Petrol Loyalty card.

Payment out of paid or loaded credit (e.g. to a current account, in cash, etc.) is not possible. The use of credit is only possible within the framework of purchases of goods, services and digital content at PETROL points of sale or for certain goods, services and digital content from PETROL’s offer via PETROL GO remotely.

5.3.1.2. Petrol klub Payment Loyalty Card

A valid Petrol klub payment loyalty card may be selected by the user for payment for the purchase of goods, services and digital content, subject to the available limit agreed between the user and PETROL, which must be equal to or greater than the value of each individual order of goods, services and digital content for the successful execution of the payment.

The user may carry out purchases up to the amount of EUR 25.00 (including VAT) with the Petrol klub payment loyalty card without entering the security password (card PIN code); above the aforementioned amount, only on the basis of entering the correct security password (card PIN code). For fuel payments, entry of the correct security password (card PIN code) is always mandatory, regardless of the amount of the fuel purchase.

Entry of the correct security password (card PIN code) may be replaced by identification using biometric methods, whereby Petrol acts in accordance with personal data protection rules.

If the user uses credit loaded onto the Petrol klub account linked to their Petrol klub payment loyalty card and PETROL GO for the purchase of goods, services and digital content, the provisions of point 5.3.1.1 of these General Terms and Conditions and the relevant provisions of the General Terms and Conditions for the Use of the Petrol klub loyalty card shall apply with regard to loading credit, its use and the related limitations.

5.3.1.3. Petrol Pay Loyalty Card

A valid Petrol PAY Loyalty card may be selected by the user for payment for the purchase of goods, services and digital content via PETROL GO, subject to the available limit agreed between the user or card holder and Petrol Pay d.o.o. as the card issuer, which must be equal to or greater than the value of each individual order of goods, services and digital content via PETROL GO for the successful execution of the payment.

After activation of the management of the Petrol PAY Loyalty card by the user within PETROL GO, confirmation of payments with the Petrol PAY Loyalty card is enabled in PETROL GO in such a way that the user selects one of the offered confirmation methods on their mobile device (pattern, biometrics, code, etc.) to confirm the payment.

If the user uses credit loaded onto the Petrol klub account linked to their Petrol PAY Loyalty card and PETROL GO for the purchase of goods, services and digital content, the provisions of point 5.3.1.1 of these General Terms and Conditions and the relevant provisions of the General Terms and Conditions for the Use of the Petrol klub loyalty card and the General Terms and Conditions for the Use of the Petrol Loyalty card governing the loyalty component of the Petrol PAY Loyalty card shall apply with regard to loading credit, its use and the related limitations.

5.3.2. Petrol Business Payment Cards

A user who has added a Petrol Business Payment Card in PETROL GO may purchase goods, services and digital content as determined by the General Terms and Conditions for the Use of Petrol Business Payment Cards, available at https://www.petrol.si and https://www.petrol.hr. For payments made with a Petrol Business Payment Card, the user does not receive the benefits granted to individual users as holders of Petrol klub cards.

A user who uses PETROL GO for both private and business purposes must ensure, prior to confirming the purchase, that they select and confirm payment with the correct payment method, as subsequent changes of the payment method after the payment has been executed are not possible.

5.3.2.1. Payment with Petrol Silver Business Payment Cards (types I, J, P and R)

A valid Silver Business Card may be selected by the user for payment for the purchase of goods, services and digital content, subject to the available limit agreed between the user and PETROL, which must be equal to or greater than the value of each individual order of goods, services and digital content for the successful execution of the payment.

Entry of the correct security password (card PIN code) may be replaced by identification using biometric methods, whereby Petrol acts in accordance with personal data protection rules.

5.3.2.2. Payment with Petrol Grey Business Payment Cards (types A, V, D ali O)

A valid Grey Business Card may be selected by the user for payment for the purchase of goods, services and digital content, subject to the available limit agreed between the user and PETROL, which must be equal to or greater than the value of each individual order of goods, services and digital content for the successful execution of the payment.

The Grey Business Card may only be used for fuel payments, where entry of the correct security password (card PIN code) is always mandatory, regardless of the amount of the fuel purchase.

Entry of the correct security password (card PIN code) may be replaced by identification using biometric methods, whereby Petrol acts in accordance with personal data protection rules.

5.3.3. mBills

Electronic money stored in the mBills mobile wallet may be selected by the user as a payment method for goods, services and digital content in PETROL GO, provided that the value of the stored electronic money is equal to or greater than the value of the order of goods, services and digital content for the successful execution of the payment. For the successful completion of the payment, the mobile application will verify the user by requiring entry of the PETROL GO password, which may be replaced by biometric data if activated by the user.

5.3.4. Other Payment Methods or Cards

The following payment cards may be added in PETROL GO as payment methods:

Mastercard,
Mastercard Debit,
VISA,
VISA Debit,
VISA Electron,
and any other cards and payment methods as displayed in PETROL GO and at https://www.petrol.si.

The payment card must have online purchasing enabled, and this functionality depends on the agreement between the card issuer and the user. The limits, manner of use and payments with the payment card are exclusively subject to the agreement between the card issuer and the user.

5.4. Obligations of PETROL in the Event That a Purchase via PETROL GO Is Made Conditional upon Prepayment

5.5. Purchase of Goods, Services and Digital Content Directly at the Checkout of a Point of Sale Using the EAN or QR Code of the Card

A user who has linked a Petrol Card to PETROL GO may, by using PETROL GO, use the data of the linked card and, instead of the physical card, display the code of the digital card and thus complete the purchase of any goods, services and digital content at the checkout of PETROL points of sale.

For payment with a Petrol klub payment loyalty card or a Petrol klub loyalty card or a Petrol Loyalty card, the following procedure applies:

On the entry page of PETROL GO, the user selects the label “SHOW CARD” on the Petrol klub card display. An EAN or QR code is then displayed at the top of the screen within PETROL GO, which the user presents to the sales staff at the PETROL point of sale. The sales staff scans the EAN or QR code using a device. After scanning the EAN or QR code of the Petrol klub payment loyalty card or the Petrol Loyalty card, the user receives a printed invoice from the sales staff. After scanning the EAN or QR code of the Petrol klub payment loyalty card, the user enters the security password (card PIN code) into the POS terminal, thereby confirming the purchase. The user then receives a printed invoice from the sales staff.

For payment with a Petrol PAY Loyalty card, the following procedure applies:

On the entry page of PETROL GO, the user selects the label “SHOW CARD” on the Petrol klub card display. A QR code is then displayed at the top of the screen within PETROL GO, and below it a button labelled “PAYMENT AT CASHIER”. After pressing the “ PAYMENT AT CASHIER ” button, a QR code for a one-time payment is displayed in the application, which the user presents to the sales staff at the PETROL point of sale. The sales staff scans the QR code using a device. After scanning the QR code of the Petrol PAY Loyalty card, the user may enter the number of instalments (if applicable) in the application and confirm the payment by pressing the “COMPLETE PAYMENT” button, and then, to confirm the payment, selects and performs one of the configured confirmation methods on their mobile device (pattern, biometrics, code, etc.). The user may view a summary of the invoice in PETROL GO and has the option to display the digital invoice for the individual purchase.

5.6. Security of Purchases with Payment Cards

PETROL provides technological and organisational solutions that ensure an appropriate level of purchase security. The transfer of personal and other transaction data on the website is carried out in a secure manner using the SSL (Secure Sockets Layer) protocol. The data is encrypted and transmitted to PETROL’s server in protected form. The system thus prevents any interception of personal and other transaction data sent by the user to the online store or PETROL GO.

Secure authorisations and transactions with payment and credit cards, as well as payment processing services, are carried out by a selected payment service provider in accordance with its terms and conditions and the 3D Secure 2.0 protocol or another method of strong customer authentication as determined by the issuer of the payment method. An exception applies to Petrol klub payment loyalty cards and Petrol Business Payment Cards, where security of authorisation and transactions and payment processing services are carried out by PETROL. Card authorisations are performed in real time with immediate verification of data within the banking system. Purchase security is ensured in compliance with all applicable legal obligations and the recommendations of the Slovenian and international consumer associations.

6. Use of PETROL GO

6.1. Unregistered or Non-Logged-In User

An unregistered or non-logged-in user cannot use PETROL GO, as registration or login with an existing user account is required for the use of PETROL GO. However, an unregistered or non-logged-in user may report a malfunction in the operation of PETROL GO, whereby, upon reporting the malfunction, the PETROL GO log is also sent, which includes data on the use and operation of PETROL GO by the unregistered or non-logged-in user. By reporting a malfunction, the unregistered or non-logged-in user gives consent for Petrol to receive, use and store their data for the purpose of resolving the malfunction.

6.2. Registered and Logged-In User

A registered and logged-in user has access to the following (limited) PETROL GO functionalities:

the possibility to manage the user account, data, PETROL GO password, consents, and to submit a request for deletion of the user account and the related personal data;
the possibility to link an existing Petrol Card;
the possibility to join the Petrol klub and create a new Petrol Loyalty card;
the possibility to activate management of the Petrol PAY Loyalty payment card via PETROL GO;
the possibility to add or link a payment method (Visa, Mastercard, Petrol payment cards, etc.);
the possibility to make payments with the application;
access to the history of completed payments for the past 2 years;
the possibility to enable a tax invoice;
the possibility to adjust PETROL GO settings;
instructions for the use of PETROL GO;
the possibility to share a link for installing PETROL GO;
access to the PETROL GO General Terms and Conditions;
the possibility to display PETROL points of sale on a map and view their details (opening hours, contact details, fuel prices, navigation option);
the possibility to view products in the “Order and Collect” and “Shop Online” sections and certain other offers;
the possibility to view the digital Petrol klub catalogue;
the possibility to view the offer of energy products within the “My Energy” section, to order energy products, and to link contractual relations in the case of an existing contractual relationship with PETROL for the selected energy product and related services (available only in Slovenia);
the possibility to report a malfunction, whereby, upon reporting the malfunction, the application log is also sent, which includes data on the use and operation of PETROL GO by the unregistered or non-logged-in user (by reporting a malfunction, the user gives consent for PETROL to receive, use and store their data for the purpose of resolving the malfunction);
the possibility to make payments with PETROL GO.

6.3. Logged-In User Who Is Also a Petrol klub Member and Has Linked a Petrol Card to PETROL GO

As a Petrol klub member who has linked an existing Petrol Card to PETROL GO or has created a new Petrol Loyalty card in PETROL GO, the user, in addition to the functionalities listed above in point 6.2, also has access to the following PETROL GO functionalities enabling:

review of benefits loaded onto their Petrol klub account;
display of the number of Golden Points collected on their Petrol klub account;
display of the QR code of their Petrol Card;
display of the credit amount on their Petrol klub account;
display of the spending limit if they hold a Petrol klub payment loyalty card or a Petrol PAY Loyalty payment card;
immediate access to their energy products if they hold a Petrol klub payment loyalty card or a Petrol PAY Loyalty payment card and have concluded a contract with PETROL for the supply of the selected energy product and related services (available only in Slovenia);
display of collected benefits received or accumulated as a Petrol klub member;
the possibility to use discounts, promotions and benefits applicable to holders of a specific Petrol Card in accordance with the relevant General Terms and Conditions for the Use of the respective Petrol Card or current Petrol klub promotions published at https://www.petrol.si and https://www.petrol.hr;
receipt of Golden Points and other benefits when paying with PETROL GO, to which they are entitled as a holder of a specific Petrol Card in accordance with the relevant General Terms and Conditions for the Use of the respective Petrol Card or current Petrol klub promotions published at https://www.petrol.si and https://www.petrol.hr;
the possibility to participate in promotional activities such as quizzes, challenges, voting and similar activities, which are governed by the general rules of the individual activity and published during the period of that activity.

Uporabniki Users or holders of a Petrol PAY Loyalty payment card who have activated management of the Petrol PAY Loyalty card within the application, in addition to the functionalities listed above in points 6.2 and 6.3, also have access to the following PETROL GO functionalities enabling:

temporary blocking of the card;
unblocking of a card that was previously temporarily blocked at the request of the holder;
submission of a request for the issuance of a physical card;
access to the card PIN number;
display of the card PIN number;
submission of a request for card replacement in the event of loss, theft or damage to the card;
modification of limits (note: the holder may unilaterally only reduce already set limits; to increase limits, submission of an online or physical form and prior approval by the issuer are required);
modification of the card holder’s personal data;
submission of a request for card cancellation or termination of the contractual relationship (note: in such case, the provisions of the General Terms and Conditions for the Use of the Petrol PAY Loyalty payment card relating to termination of the contractual relationship or termination of the framework agreement shall apply).

6.4. Purchase and Payment with PETROL GO

Prior to starting to use PETROL GO, the user completes registration and login and stores in PETROL GO one of the payment methods with which they will make payments.

6.4.1. Purchase and Payment of Energy Products with PETROL GO (Available in Slovenia and Croatia)

The user may purchase energy products with PETROL GO according to the following procedure:

Upon arrival at a PETROL point of sale, the user determines their exact location by pressing the button with the QR code “Scan and Pay” on the red screen of PETROL GO and scanning the marking of the fuel dispensing point at the PETROL point of sale where purchase with PETROL GO is possible. Determination and confirmation of the fuel dispensing point is possible by scanning the code at the fuel dispensing point or by manually entering the code of the fuel dispensing point/PETROL point of sale in PETROL GO. Fuel dispensing points/PETROL points of sale where purchase of energy products is possible using PETROL GO will be appropriately marked by PETROL (e.g. with a QR code, EAN code or other unique identification marking that can be scanned with PETROL GO and/or manually entered into PETROL GO).
In the next step, the user confirms in PETROL GO the offered location and the number of the fuel dispenser.
The user then selects the payment method and confirms the use of the selected payment method or credit and enters the relevant security password (card PIN code), or confirms the purchase by pressing the “CONFIRM” button. By entering and confirming the security password (card PIN code) or by pressing the “CONFIRM” button with an obligation to pay, the sales contract between PETROL and the user shall be deemed concluded. Prior to entering the security password (card PIN code) or pressing the “CONFIRM” button, the user may terminate the contract conclusion process and/or modify the order. For successful payment, the mobile application will verify the user by requiring entry of the PETROL GO password, which may be replaced by biometric data or the application PIN if activated by the user.
In the case of purchase of energy products, the user expressly agrees that PETROL has the right, from the stage of confirmation of the payment method up to and including the entry of the security password (card PIN code) or pressing the “CONFIRM” button, to verify the user’s personal spending limit of the selected payment method and to inform the user, prior to the start of fuel dispensing, whether the spending limit of the selected payment method has been exceeded.
If the spending limit of the selected payment method has been exceeded, the user will not be able to use PETROL GO for payment of energy products at the relevant time at the selected PETROL point of sale. The limit of a single purchase or payment is linked to the approved usage limit of the individual user, as determined by the issuer of the payment method in agreement with the user. If the spending limit has not yet been reached, the user may settle the amount using PETROL GO only up to the amount of the spending limit of the selected payment method. At this stage, in certain cases, depending on the settings of the issuer of the payment method, the user will be required to additionally confirm the transaction via PETROL GO with the issuer of the payment method. If the user does not complete the payment confirmation at the request of the issuer of the payment method or if there are insufficient funds on the card, the user will be instructed to pay for the energy products at the checkout of the PETROL point of sale.
The prices of energy products displayed in the application are for information purposes only and may differ from the price indicated on the fuel dispenser. The price of the energy product applicable at the time of dispensing and payment via the application at the selected location is equal to the price indicated on the fuel dispenser, unless the user is entitled to special benefits by virtue of holding a specific Petrol Card in accordance with the relevant General Terms and Conditions for the Use of the respective Petrol Card or current Petrol klub promotions published at https://www.petrol.si and https://www.petrol.hr.
After confirming the payment, the user leaves the phone in the vehicle and proceeds to dispense the fuel or energy product.
In the next step, the user is informed of the dispensed and received quantity of goods, i.e. the selected energy product, and of the price, which is visible to the user before the conclusion of the contract at the fuel dispensing point or dispenser itself, as well as of the exact amount of the purchase price. The user reviews the provided information, confirms it if necessary, and after completion of the purchase receives an invoice in electronic form from PETROL. The invoice is visible in the PETROL GO profile under “Payment History”. Before leaving the PETROL point of sale, the user must verify the successful completion of the payment.

If, for any reason, the user leaves the point of sale after the conclusion of the contract and before completion of the purchase process, PETROL shall charge the user for the unpaid amount or initiate enforcement proceedings and other legal actions to protect its rights and legal position. For energy products, PETROL may also impose a quantity limit per individual purchase for fire safety reasons.

6.4.2. Purchase and Payment of Na poti Coffee (Available in Slovenia and Croatia)

The user may purchase Na poti coffee according to the following procedure:

On the red screen, the user presses the button with the QR code “Scan and Pay”.
The user scans the QR code located on the right side of the coffee machine or manually enters the number located below the QR code.
In PETROL GO, the user selects the desired beverage.
The user proceeds to select the price of the beverage or use benefits applicable to holders of a specific Petrol klub card in accordance with the relevant General Terms and Conditions for the Use of the respective Petrol Card or current Petrol klub promotions published at https://www.petrol.si or https://www.petrol.hr.
The user selects the payment method and confirms the use of the payment method or credit. At this stage, in certain cases, depending on the settings of the issuer of the payment method, the user may be required to additionally confirm the transaction via PETROL GO with the issuer of the payment method. Petrol reserves the right to require user verification for successful payment by requiring entry of the PETROL GO password, which may be replaced by biometric data or the application PIN if activated by the user.
The user confirms dispensing of the beverage by pressing the “Dispense” button in PETROL GO with an obligation to pay, whereby the sales contract between PETROL and the user shall be deemed concluded. Prior to pressing the “Dispense” button in PETROL GO or by selecting the beverage on the coffee machine, the user may terminate the contract conclusion process by not confirming payment and dispensing of the selected beverage.
In the next step, the user receives an invoice in electronic form from PETROL. The invoice is visible in the PETROL GO menu under “Payment History”.

6.4.3. Purchase and Payment of Car Wash Services and Add-Ons (Available in Slovenia)

The user may purchase a car wash service according to the following procedure:

On the red screen, the user presses the button with the QR code “Scan and Pay”.
The user confirms their location, which is determined by the mobile application using the built-in GPS device, or scans the QR code, or manually enters the car wash number located below the corresponding QR code.
The user selects the desired type of wash and the price (full price or discounted price, which may apply to holders of a specific Petrol klub card in accordance with the relevant General Terms and Conditions for the Use of the respective Petrol Card, published at https://www.petrol.si).
Petrol may offer the user the possibility to purchase vacuum tokens and any additional products available in the offer.
The user selects the payment method and confirms the use of the selected payment method or credit and confirms the purchase by pressing the “CONFIRM” button with an obligation to pay. By pressing the “CONFIRM” button with an obligation to pay, the sales contract between PETROL and the user shall be deemed concluded. At this stage, in certain cases, depending on the settings of the issuer of the payment method, the user may be required to additionally confirm the transaction via the website or PETROL GO of the issuer of the payment method. Petrol reserves the right to require user verification for successful payment by requiring entry of the PETROL GO password, which may be replaced by biometric data or the application PIN if activated by the user. Prior to pressing the “CONFIRM” button and entering the PETROL GO password, the user may terminate the contract conclusion process or modify the order.
The mobile application generates a 6-digit code and displays it on the PETROL GO screen, together with the number of vacuum tokens and the indication of add-ons, if purchased by the user.
The user presents the obtained code and the number of purchased add-ons to the car wash operator.
Immediately after confirmation of the purchase of one of the selected washes or add-ons, the user receives an invoice in electronic form from PETROL for the completed purchase. The invoice is visible in the PETROL GO menu under “Payment History”.
The car wash voucher is valid for 24 hours from the time of purchase or issuance of the invoice.

6.5. Access to WC with PETROL GO (Available in Slovenia and Croatia)

By using PETROL GO, the user may unlock the entrance point to the WC at certain PETROL points of sale. To use this functionality, the QR code at the WC entrance point must be scanned and entry must be confirmed in accordance with the instructions displayed on the application screen. The procedure may include selection of a payment method or redemption of benefits that may apply to holders of a specific Petrol Card in accordance with the relevant General Terms and Conditions for the Use of the respective Petrol Card or current Petrol klub promotions published at https://www.petrol.si.

Upon payment for WC access, the user receives an invoice in digital form directly in the application. In the case of payment, the invoice also displays a value voucher in the amount of the WC access fee.

More detailed conditions and any restrictions regarding access and payment terms for WC entry are indicated at the WC entrance points or on the websites https://www.petrol.si and https://www.petrol.hr.

6.6. My Energy in PETROL GO (Available in Slovenia)

In the “My Energy” section, the user may review PETROL’s current offer of energy products, access the ordering of energy products or the conclusion of contracts, and obtain information related to current promotions for energy products. In the case of an existing contractual relationship with PETROL for any of the energy products, the user may submit meter readings and monitor consumption.

6.6.1. Electricity

In the PETROL GO application, the user may initiate the process of submitting an enquiry for electricity, which is handled via a web form on PETROL’s website in accordance with the applicable price lists, offers and general terms and conditions published at https://www.petrol.si.

A user who already has an existing contractual relationship for this energy product may link their account to the PETROL GO application and thereby gain access to an overview of the previous month’s consumption and the submission of meter readings for an individual metering point, if such readings are not submitted electronically.

6.6.2. Natural Gas

In the PETROL GO application, the user may initiate the process of submitting an enquiry for natural gas, which is handled via a web form on PETROL’s website in accordance with the applicable price lists, offers and general terms and conditions published at https://www.petrol.si.

6.6.3. Liquefied Petroleum Gas (LPG)

In the PETROL GO application, the user may initiate the process of submitting an enquiry for LPG, which is handled via a web form on PETROL’s website in accordance with the applicable price lists, offers and general terms and conditions published at https://www.petrol.si.

The application also enables ordering LPG by litres, whereby the user orders the selected quantity for home delivery via a web form on PETROL’s website in accordance with the applicable offers and general terms and conditions published at https://www.petrol.si.

6.6.4. Heating Oil (KOEL-GK)

In the PETROL GO application, the user may initiate the process of placing an order for KOEL-GK, which is handled via a web form on PETROL’s website in accordance with the applicable price lists, offers and general terms and conditions published at https://www.petrol.si.

6.7. Shop with PETROL GO

In the “Shop” section, the user may browse and order products from the “Order and Collect” section, check offers for online purchases on the Petrol eShop or other websites, as well as current events and services. In the case of online purchases, the user is redirected to websites that are not part of PETROL GO. On such websites, the purchase process is initiated and completed independently of PETROL GO.

6.7.1. Purchase of Food and Beverages and Other Goods and Digital Content Displayed in the “Order and Collect” Section (hereinafter: “Order and Collect” – available in Slovenia and Croatia)

The user may purchase freshly prepared food and beverages marked FRESH and Hip Shop products displayed in PETROL GO under the “Order and Collect” section according to the following procedure:

On the red screen of PETROL GO, the user selects the shopping cart icon, through which they enter the “Order and Collect” section.
On the map, the user selects the desired point of sale location available for “Order and Collect” where they intend to collect the ordered products.
If GPS location is available, the nearest point of sale location offering “Order and Collect” is automatically selected, which the user may manually change.
If, within the “Order and Collect” section, the user selects the location of a specific Event (e.g. Stožice, Planica, etc.), the “Events” category is displayed, within which the user may browse in PETROL GO the selection of products available at the selected Event and add them to the cart. The user may collect the ordered products only at the authorised PETROL point of sale at the Event.
The user browses the selection of products in PETROL GO and adds the desired products to the cart, and may also adjust the quantity or unit of measure of the selected products. If multiple prices are available for an individual product, these will be displayed; however, the user may only select the product price or redeem benefits available to them in accordance with the options applicable to holders of a specific Petrol Card under the relevant General Terms and Conditions for the Use of the respective Petrol Card or current Petrol klub promotions published at https://www.petrol.si or https://www.petrol.hr.
In the description of each individual product, PETROL provides the main characteristics of the product to the extent appropriate to the medium, as well as information on any allergens contained in the product and other legally required notices.
When purchasing food that allows variations and ingredients, the user may indicate the desired ingredients in the food/beverage and selected add-ons from the group of add-ons, if such selection is offered for the displayed food/beverage.
To review and, if necessary, correct the selected products, the user presses the “cart” button. The selection of products in the cart is confirmed by pressing the “CONTINUE TO COLLECTION” button.
If the cart contains products for which age restrictions and/or other legal conditions apply under applicable legislation, in particular in the case of the purchase of alcoholic beverages, as further specified in point 6.4 of these General Terms and Conditions, the user will be required, prior to confirmation and submission of the order in PETROL GO, to confirm by selecting the appropriate confirmation box that they meet the age restriction and other legal conditions for the purchase of such products; otherwise, the user will not be able to submit the order for such products. If the cart contains products for which applicable legislation imposes time restrictions on their sale or purchase, the user will be informed when or until when, in accordance with applicable legislation, they may collect such products at the selected point of sale, or until which hour or after which hour collection of such products will no longer be possible at the selected point of sale, as further specified for alcoholic beverages in point 6.4 of these General Terms and Conditions. Ordering and purchasing such products, in particular alcoholic beverages, after the expiry of the legally prescribed time limits for their purchase is not permitted, nor is their collection at the selected Petrol collection point possible. The provisions regarding time limits apply only to purchases of products in Slovenia.
The user then selects the method of collection, determines the time and location of collection, and confirms the order by pressing the “COMPLETE ORDER” button and confirming the order by pressing the “CONFIRM PAYMENT METHOD” button.
By pressing the “CONFIRM PAYMENT METHOD” button with an obligation to pay, the sales contract between PETROL and the user shall be deemed concluded. At this stage, in certain cases, depending on the settings of the issuer of the payment method, the user may be required to additionally confirm the transaction via the website or PETROL GO of the issuer of the payment method. Prior to pressing the “CONFIRM PAYMENT METHOD” button, the user may terminate the contract conclusion process and/or modify the order. Petrol reserves the right to require user verification for successful payment by requiring entry of the PETROL GO password, which may be replaced by biometric data or the application PIN if activated by the user.
After conclusion of the contract, modification of the order content is no longer possible due to the completed payment transaction on the selected payment method. Up to a maximum of 60 minutes prior to the specified collection time, the user may change the collection time of the products or withdraw entirely from the order or the contract. The user changes the collection time or withdraws from the order or contract by calling the selected point of sale, which confirms the modification of the order or withdrawal from the order or contract.
After confirmation of the order, the mobile application generates an 8-digit code and displays it together with a QR code, which serves for collection of the ordered products at the point of sale specified in the order.
The user receives, via push notification or SMS message from the PETROL point of sale, a notification of confirmation together with the 8-digit code or notification of rejection of the purchase.
In the event of rejection of the purchase by PETROL, PETROL shall refund to the user the full value of the purchase and any related transaction costs using the same payment method used by the user for payment.

Upon collection, the user is issued an electronic invoice for the purchased products. The invoice is visible in the PETROL GO profile under “Payment History”. If, for any reason, the user does not collect the ordered products after conclusion of the contract, PETROL shall charge the user the full value of the ordered products.

The user acknowledges and agrees that PETROL may refuse to issue or deliver the ordered and purchased products at the collection point and may unilaterally terminate the concluded purchase contract for products for which age restrictions and other legal conditions apply under applicable legislation, if it is established that the user does not meet the required age restriction or other legal conditions for purchase at the time of collection via PETROL GO, as further specified in point 6.4 of these General Terms and Conditions.

The user agrees that, in the event of justified circumstances preventing the fulfilment of the submitted order, PETROL may withdraw from the purchase contract within 5 minutes of receipt of the order, and must notify the user thereof in writing.

Justified circumstances shall include in particular:

circumstances which by their nature constitute force majeure;
lack of raw materials for production;
any disruption in the work process that affects or could affect the timely fulfilment of the order.

If the user is more than 10 minutes late in collecting products listed in the “Order and Collect” section (“FRESH” freshly prepared food and beverages), PETROL may contact the user and request prompt collection of the products.

If the order is not collected within 30 minutes after the expiry of the selected collection time, the user agrees that PETROL is no longer obliged to store the ordered “FRESH” products and may dispose of them.

The user acknowledges that “FRESH” products are intended for immediate consumption and are appropriately packaged so that customers may also take them away. PETROL shall not be liable for reduced product quality (e.g. cold products, etc.) if the user collects the products later than specified in the order.

Taking into account the third paragraph of the definition of the purchase of “FRESH” products, PETROL guarantees that it will fulfil its obligations in a timely manner so that the selected products will be available to the user at the agreed time and location. If the selected point of sale delays the preparation of the ordered “FRESH” products by more than 10 minutes from the agreed collection time, the user shall not be charged for the selected products.

All product images displayed in PETROL GO are for illustrative purposes only.

6.7.2. Quick Purchase of Products without Visiting the Checkout (hereinafter: “Quick Purchase” – Available in Slovenia and Croatia)

The user may carry out a quick purchase of products at PETROL points of sale according to the following procedure:

On the red entry screen, the user presses the button with the QR code “Scan and Pay” or, in the “Shop” tab, selects the option “Scan in store”.
The user scans the QR code at the marked locations (on the forecourt or in the PETROL point of sale) or manually enters the number of the point of sale located below the corresponding QR code. In this way, the user confirms their location.
The user begins the purchase process by scanning the product barcodes (EAN codes) and adding products to the cart. In doing so, the user may select the product price or redeem benefits applicable to holders of a specific Petrol klub card in accordance with the relevant General Terms and Conditions for the Use of the Petrol klub loyalty card, the General Terms and Conditions for the Use of the Petrol Loyalty card, the General Terms and Conditions for the Use of the Petrol klub payment loyalty card, the General Terms and Conditions for the Use of the Petrol PAY Loyalty payment card, or current Petrol klub promotions published at https://www.petrol.si or https://www.petrol.hr.
Upon completion of the purchase, the user selects the payment method and confirms the use of the payment method or credit. At this stage, in certain cases, depending on the settings of the issuer of the payment method, the user may be required to additionally confirm the transaction via PETROL GO with the issuer of the payment method. PETROL reserves the right, for successful payment, to require user verification by requiring entry of the PETROL GO password, which may be replaced by biometric data or the application PIN if activated by the user.
PETROL reserves the right for authorised point-of-sale staff to monitor product scanning during the shopping journey and to carry out a possible inspection of the shopping cart prior to completion of the purchase.
In the next step, the user receives an invoice in electronic form from PETROL. The invoice is visible in the PETROL GO menu under “Payment History”.

6.8. Remote Purchase

The consumer has the right to inform PETROL, within 14 days from taking delivery of products purchased remotely, that they withdraw from the contract regarding the purchase of such products, without having to state any reason for their decision (hereinafter: withdrawal from the contract or the withdrawal period). In order to exercise the right of withdrawal, the consumer must notify PETROL of their decision to withdraw from the contract by an unambiguous statement. The user may notify withdrawal from the contract via email, attaching a copy of the invoice or other evidence identifying the purchase. This may be sent to podpora.strankam@petrol.si or podrska.kupcima@petrol.hr with the note “for PETROL GO”. The user may also notify withdrawal from the contract via the toll-free telephone number 080 22 13. In order to ensure evidence of withdrawal from the contract, we recommend that the user submits the withdrawal statement in writing. The withdrawal statement shall be deemed submitted in due time if it is sent within 14 days from taking delivery of the product, as determined for withdrawal from the contract in accordance with the applicable consumer protection legislation.

The withdrawal period for a contract for the purchase of goods begins on the day when:

the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the goods,
the consumer or a third party other than the carrier and designated by the consumer acquires possession of the last item of goods, if the subject matter of the contract consists of multiple items of goods ordered by the consumer in one order,
the consumer or a third party other than the carrier and designated by the consumer acquires possession of the last consignment or item of goods, if delivery of the goods consists of multiple consignments or items,
the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the first item of goods, if delivery of the goods is regular over a defined period.

The preceding paragraph shall apply mutatis mutandis also to digital content supplied on a tangible medium.

If the subject matter of a distance contract is the provision of services or the supply of digital content not supplied on a tangible medium, the withdrawal period begins on the day of conclusion of the contract.

It shall therefore be deemed that the consumer submitted the withdrawal statement in due time if, in the case of the purchase of goods or digital content supplied on a tangible medium, they send it within 14 days from taking delivery of the goods or digital content supplied on a tangible medium, as determined for withdrawal from the contract, and in the case of a service or digital content not supplied on a tangible medium, within 14 days from conclusion of the contract.

In order for the withdrawal period to be observed, it is sufficient that the notice regarding the exercise of the user’s right of withdrawal from the contract is sent before the expiry of the withdrawal period. The cost of returning goods or digital content supplied on a tangible medium shall be borne by the consumer. The cost of returning goods or digital content supplied on a tangible medium which, due to its nature, cannot be returned by post, shall be borne by the consumer and shall be charged in accordance with the applicable price list of the selected provider. Products must be returned to PETROL no later than 14 days from the submitted notice of withdrawal from the contract. The user is liable for any diminished value of the product if such diminished value results from handling that is not necessary to establish the nature, characteristics and functioning of the product. The user’s liability for diminished value of the product may amount up to the value of the full regular retail price of the product on the day of purchase, which shall be assessed on a case-by-case basis. Due to the above liability for diminished value, we recommend that the user returns the product for which withdrawal is exercised undamaged, unused and in unchanged quantity and in the original packaging, so that the product is not damaged during transport. PETROL will request the user to pay the determined diminished value of the product.

The user may use all available channels to submit a complaint, such as “Tell Petrol”, the contact centre, customer support or the point of sale where the product or service was purchased.

In the event of withdrawal from the contract, the consumer must not use the digital content or the digital service and must not make it available to third parties.

In the event of withdrawal from the contract, the company may, notwithstanding the preceding paragraph, prevent any further use of the digital content or the digital service by the consumer, in particular by disabling the consumer’s access to the digital content or the digital service or by disabling the consumer’s user account.

With each return of products, it is necessary, in addition to the product, to provide a written explanation that the product is being returned due to withdrawal from a distance contract and to attach a copy of the invoice or other proof of purchase.

Unless the contracting parties have agreed otherwise, the consumer does not have the right to withdraw from the contract in the following contracts:

for goods or services the price of which depends on fluctuations in markets over which PETROL has no influence and which may occur within the withdrawal period;
for goods made to the consumer’s precise instructions and adapted to the consumer’s personal needs;
for goods that are perishable or expire quickly;
for the provision of services that oblige the consumer to pay, if PETROL fully performs the contract and the provision of the service began on the basis of the consumer’s prior express consent and with the acknowledgement that they lose the right of withdrawal once PETROL has fully performed it;
for the supply of sealed audio or video recordings and computer programs, if the consumer has broken the seal after delivery;
for the supply of newspapers, periodicals or magazines, except for subscription contracts for the supply of such publications;
for the supply of sealed goods that are not suitable for return due to health protection or hygiene reasons, if the consumer has broken the seal after delivery;
for the supply of goods which, by their nature, are inseparably mixed with other items;
for the supply of alcoholic beverages the price of which was agreed upon at the time of conclusion of the sales contract and which can be delivered after 30 days, and whose actual value depends on market fluctuations over which PETROL has no influence;
concluded at public auctions;
where the consumer has expressly requested a visit by PETROL to the consumer’s home for the purpose of carrying out urgent repair or maintenance. If, during such visit, PETROL also provides additional services not expressly requested by the consumer or supplies goods that are not replacement parts necessary for maintenance or repair, the consumer has the right to withdraw from the contract for such additional services and goods;
for accommodation not intended for permanent residence, carriage of goods, vehicle rental, preparation and delivery of food, or leisure services, where the company undertakes to perform its obligation on a specific date or within a specific period;
for the supply of digital content not supplied on a tangible medium, if performance has begun and, where the contract obliges the consumer to pay, if:

the consumer gave prior express consent to begin performance during the withdrawal period,
the consumer acknowledged that they thereby lose the right of withdrawal, and
PETROL provided confirmation of the concluded contract in accordance with the provisions of the law governing the protection of consumers’ basic rights.

In the event of withdrawal from the contract where funds or Golden Points were used, these shall be returned to the consumer’s user account or Petrol klub card, and the paid amount to the consumer’s transaction account. The refund of payments (the paid purchase price for items and services for which withdrawal is exercised, including delivery costs (except additional costs resulting from the choice of a type of delivery other than the cheapest standard delivery offered by PETROL or its subcontractor)) shall be made as soon as possible, and no later than 14 days from receipt of the notice of withdrawal from the distance contract. PETROL shall refund the received payments to the consumer using the same payment method used by the consumer, unless the consumer expressly requests the use of another payment method and provided that the consumer does not incur any costs as a result. PETROL may withhold reimbursement until it has received the returned goods or until the consumer provides evidence that the goods have been sent back.

PETROL may refuse the consumer’s order or, despite confirmation of the order, withdraw from the concluded distance purchase contract if it is established that the consumer is abusing the right of withdrawal from the contract.

If the user makes a purchase of food and beverages and other goods, services or digital content displayed in the “Order and Collect” section by paying with a Petrol Business Payment Card, it shall be deemed that the purchase was made in the name and on behalf of a legal or natural person performing an economic activity that has concluded with the issuer a Contract for the Use of Petrol Business Payment Cards; therefore, the user is not entitled to the rights of withdrawal from a distance contract that apply to consumers as described above, and consequently the concluded purchase contract shall be binding on the user and the user may not withdraw from it on the grounds that it was concluded remotely.

6.9. Sale of Alcoholic Beverages

When ordering and purchasing alcoholic beverages and beverages with added alcoholic beverages (hereinafter: alcoholic beverages) via PETROL GO, the user confirms that they are aware that, in accordance with the Alcohol Consumption Restriction Act in force at the relevant time, the sale and offering of alcoholic beverages is prohibited:

to persons under the age of 18;
to persons who show obvious signs of intoxication from alcohol;
to persons for whom it may reasonably be assumed that they will forward them to persons under the age of 18;
to persons for whom it may reasonably be assumed that they will forward them to persons who show obvious signs of intoxication from alcohol.

If the cart contains products for which age restrictions and/or other legal conditions apply under applicable legislation, in particular if the cart contains alcoholic beverages, the user agrees that, by selecting the appropriate confirmation box prior to confirming and submitting the order in PETROL GO, they will confirm that they meet the age restriction and other legal conditions for the purchase of alcoholic beverages. The user warrants and is liable for the correctness and truthfulness of the confirmed information and for compliance with the statutory conditions for the purchase of the selected alcoholic beverages set out in this section.

Notwithstanding the preceding paragraph of this section, PETROL reserves the right to require, upon collection of alcoholic beverages at the selected point of sale, a user whom PETROL suspects does not meet the conditions under the first paragraph of this section to prove their age by presenting an official document proving identity. If the person or user refuses to do so, alcoholic beverages must not be sold or offered or handed over to them.

If the user does not meet the statutory conditions under the first paragraph of this section applicable to the purchase of alcoholic beverages, PETROL also reserves the right to unilaterally terminate the order and the contract concluded with the user for the purchase of alcoholic beverages. In such case, the ordered goods are not delivered to the user and the purchase of alcoholic beverages is cancelled, and the purchase price for the alcoholic beverages is refunded to the user via the payment method used by the user to purchase alcoholic beverages via PETROL GO.

The user is further informed that the sale of alcoholic beverages is prohibited between 9:00 p.m. and 7:00 a.m. on the following day, except in hospitality establishments where the sale of alcoholic beverages is permitted until the end of their opening hours determined in accordance with the law (applicable only in Slovenia).

Notwithstanding the preceding paragraph of this section, the sale of spirits in hospitality establishments is prohibited from the beginning of daily opening hours until 10:00 a.m. The prohibition of sale also includes the addition of spirits to non-alcoholic beverages and other drinks (applicable only in Slovenia). In sports facilities and on the related land (sports complex), the sale or offering of alcoholic beverages containing more than 15% alcohol by volume is prohibited one hour before the start of and during a public sporting event.

For the protection of order, public order, the safety of property or people, the organiser may decide that one hour before the start of and during a public sporting event they will not sell or offer alcoholic beverages, where the public sporting event is of a medium or high risk level for which serious disturbances of order, public order or threats to the safety of people or property by participants of the public sporting event may be expected. In the case of a high-risk public sporting event for which the organiser must obtain a permit, the competent authority may, as an additional measure for greater safety of people and property and for the maintenance of order, impose on the organiser a prohibition of the sale or offering of alcoholic beverages containing more than 15% alcohol by volume. The competent authority may impose a prohibition of the sale or offering of alcoholic beverages at an event where the police maintain public order ex officio or where the conditions are met for police assistance in maintaining order or preventing threats to public order at the event pursuant to the law governing public assemblies. The measure is proposed by the police based on a risk assessment prepared for the event in accordance with the regulations governing public assemblies (applicable only in Slovenia).

The user is informed that the sale or offering of alcoholic beverages at sports facilities and on the related land (sports complex) and during the sporting event itself is permitted only in open single-use paper, plastic and aluminium packaging.

The user is informed that, in the event of purchase of alcoholic beverages under the Events category, PETROL carries out the sale in the name and on behalf of the Event organiser.

6.10. Legal Relationships

The PETROL GO user concludes a contract for the purchase of goods with the entity from which the goods are ordered and collected (hereinafter: the Actual Seller). In the event that the Actual Seller is not the direct recipient of payment from the selected payment method, it shall nevertheless be deemed that the user has paid the purchase price or other amount to the Actual Seller. If the Actual Seller is not Petrol, the provisions of these General Terms and Conditions referring to Petrol shall apply mutatis mutandis to the Actual Seller.

6.10. Fire Safety

When purchasing/paying for energy products and when washing a vehicle, the mobile application may, for fire safety reasons, be used only in passenger cars and trucks. In such cases, PETROL GO must not be used in vehicles without a cabin (e.g. motorcyclists, tractor drivers, convertible drivers, cyclists, etc.) or by pedestrians. For business reasons or fire safety reasons, PETROL may also impose quantity limits on individual purchases.

7. Warranty, Mandatory Guarantee of Conformity of Goods, Defects in the Provision of Services, Mandatory Guarantee for Digital Content or Digital Services and the Procedure for Asserting Non-Conformity or Material Defects

7.1. Warranty

Goods are covered by a warranty if this is stated on the warranty certificate, the invoice or in advertising messages available at or prior to the conclusion of the contract, or if so provided by applicable regulations. The warrantor (hereinafter also referred to as: the Guarantor) guarantees the quality or faultless operation of the individual goods during the warranty period, provided that the goods are used in accordance with their intended purpose and in accordance with the enclosed instructions for use and assembly of the goods. The warranty period begins on the day the goods are delivered to the buyer.

The consumer may assert rights under the warranty directly with PETROL as the Guarantor, if PETROL has issued the warranty certificate, or with the authorised service centre specified on the warranty certificate. More detailed instructions and conditions for asserting the warranty are stated in the warranty certificate attached to the goods.

When asserting the warranty with PETROL, which applies only in cases where PETROL is the Guarantor, the user must provide a statement recording the user’s findings regarding the malfunction or non-conformity of the goods and the request for remedy of the non-conformity, and submit the warranty certificate and a copy of the invoice. The user must enable PETROL or the authorised service centre to inspect the goods.

The user may also submit a warranty claim for goods for which the manufacturer is the Guarantor and which were purchased from PETROL to PETROL, whereby in such case PETROL acts solely as the user’s authorised representative in such a way that, in the name and on behalf of the user, it merely forwards the user’s warranty claim for resolution to the manufacturer or the manufacturer’s authorised service centre, if specified on the warranty certificate. The user thereby also authorises PETROL to receive, in the name and on behalf of the user, the response or decision of the manufacturer regarding the submitted warranty claim and to forward it back to the user. By forwarding the user’s warranty claim and the manufacturer’s response, PETROL assumes no liability whatsoever in relation to the resolution of the user’s warranty claim and shall not be liable for any damage related to the handling of the user’s warranty claim. For the manner of forwarding the warranty claim described in this paragraph, the user must sign a statement confirming that they are informed of and agree with the rights and obligations set out in this paragraph. The user must enable the manufacturer or the authorised service centre specified on the warranty certificate to inspect the goods for which the warranty claim is asserted. The user is further informed that the statutory deadline for resolving the warranty claim begins to run on the day when PETROL, in the name and on behalf of the buyer, forwards the warranty claim to the manufacturer or the authorised service centre specified on the warranty certificate and when the buyer enables inspection of the goods for which the warranty claim is asserted. The user is informed that they are obliged to reimburse PETROL for all damage and costs incurred by PETROL as a result of an unfounded warranty claim asserted by the user.

If the user sends the goods by post for inspection due to malfunction, defects or non-conformity, the goods must be properly protected and prepared for safe transport.

The user may use all available channels to submit a complaint, such as “Tell Petrol”, the contact centre, customer support or the point of sale where the product or service was purchased.

7.2. Mandatory Guarantee of Conformity of Goods and Defects in the Provision of Services

Goods are in conformity with the sales contract in particular, where applicable, when:

they correspond to the description, type, quantity and quality and have the functionality, compatibility, interoperability and other characteristics as required by the sales contract;
they are fit for any particular purpose for which the consumer requires them and which the consumer made known to the seller no later than at the time of conclusion of the sales contract, and to which PETROL has agreed;
they are delivered with all accessories and instructions, including installation instructions, as provided for in the sales contract; and
they are updated as provided for in the sales contract.
(hereinafter collectively: the subjective requirements for the conformity of goods)

In addition to meeting the requirements of the preceding paragraph, the goods must also:

be fit for the purposes for which goods of the same type would normally be used, taking into account, where applicable, other regulations, technical standards or, in the absence of such technical standards, sector-specific codes of conduct applicable to the relevant sector;
be of the quality and correspond to the description of the sample or model that PETROL made available to the consumer prior to the conclusion of the sales contract, where applicable;
be delivered with such accessories, including packaging, installation instructions or other instructions, as the consumer may reasonably expect to receive, where applicable; and
be of such quantity and have the characteristics and other qualities, including in relation to durability, functionality, compatibility and safety, as is normal for goods of the same type and which the consumer may reasonably expect given the nature of the goods and taking into account any public statement made in advertising or labelling by or on behalf of the seller or other persons in previous links of the contractual chain, including the manufacturer, unless PETROL proves that:

it was not aware of the public statement and could not reasonably be expected to have been aware of it;
the public statement had been corrected by the time of conclusion of the sales contract in the same or a comparable manner as it was made; or
the public statement could not have influenced the decision to purchase the goods.
(hereinafter collectively: the objective requirements for the conformity of goods)

In the case of goods with digital elements, PETROL ensures that the consumer is informed about updates, including security updates, that are necessary to maintain the conformity of goods with digital elements and that such updates are supplied to the consumer for the period:

that the consumer may reasonably expect given the type and purpose of the goods and the digital elements, taking into account the circumstances and the nature of the contract, where the sales contract provides for a single supply of digital content or a digital service; or
two years from the delivery of the goods with digital elements, where the sales contract provides for the continuous supply of digital content or a digital service over a period; or
during which, in accordance with the sales contract, the digital content or digital service is to be supplied, where the sales contract provides for the continuous supply of digital content or a digital service for a period longer than two years.
(hereinafter collectively: the objective requirements for the conformity of goods with digital elements)

Where the consumer fails to install the updates supplied in accordance with the preceding paragraph of this section within a reasonable time, PETROL shall not be liable for any non-conformity resulting solely from the failure to carry out the relevant update, provided that:

PETROL informed the consumer of the availability of the update and of the consequences of the consumer failing to install it; and
the reason for the consumer failing to install the update or installing it incorrectly was not due to deficient installation instructions provided to the consumer.

PETROL shall not be liable for non-conformity of the goods resulting from failure to meet the objective requirements for the conformity of goods or goods with digital elements if PETROL specifically informed the consumer at the time of conclusion of the sales contract that a particular characteristic of the goods deviates from the objective requirements for the conformity of goods, and the consumer expressly and separately accepted that deviation at the time of conclusion of the sales contract.

If installation forms part of the sales contract and is carried out by Petrol or is the responsibility of Petrol, any non-conformity resulting from incorrect installation of the goods shall be deemed a non-conformity of the goods. If the consumer incorrectly installs goods that are to be installed by the consumer due to deficient installation instructions provided by PETROL, or, in the case of goods with digital elements, by PETROL or the company supplying the digital content or digital service, any non-conformity resulting from incorrect installation of the goods shall be deemed a non-conformity of the goods.

Where a restriction resulting from the infringement of third-party rights, in particular intellectual property rights, prevents or restricts the use of the goods in accordance with Articles 72, 73, 74 and 75 of ZVPot-1, the consumer is entitled to remedies for non-conformity of the goods in accordance with this chapter of the General Terms and Conditions, unless another law provides for nullity or annulment of the sales contract due to infringement of third-party rights.

PETROL shall be liable for any non-conformity of the goods that exists at the time of delivery of the goods and which becomes apparent within two years from delivery of the goods, which, without prejudice to the objective requirements for the conformity of goods with digital elements, also applies to goods with digital elements (hereinafter: the liability period).

In the case of goods with digital elements where the sales contract provides for the continuous supply of digital content or a digital service for a certain period, PETROL shall be liable for any non-conformity of the digital content or digital service that occurs or becomes apparent within two years from delivery of the goods with digital elements. In the case of goods with digital elements where the sales contract provides for the continuous supply of digital content or a digital service for a period longer than two years, PETROL shall be liable for any non-conformity of the digital content or digital service that occurs or becomes apparent during the period in which the digital content or digital service is to be supplied under the sales contract.

If the subject matter of the sales contract is used goods, PETROL and the consumer may agree on a shorter period of PETROL’s liability as the seller than defined in the preceding two paragraphs of this section; however, such period may not be shorter than one year.

A contractual provision may not limit or exclude PETROL’s liability as the seller for non-conformity of the goods as defined in the above paragraphs of this section. Any contractual provision contrary thereto shall be null and void.

It shall be presumed that the non-conformity of the goods existed at the time of delivery if it becomes apparent within one year from delivery of the goods, unless PETROL as the seller proves otherwise or unless such presumption is incompatible with the nature of the goods or the nature of the non-conformity. In the case of goods with digital elements where the sales contract provides for the continuous supply of digital content or a digital service for a certain period, PETROL as the seller bears the burden of proof as to whether the digital content or digital service was in conformity during the period specified in the eighth paragraph of this section, if the non-conformity becomes apparent during that period.

In the event of non-conformity of the goods, the consumer who has notified Petrol of the non-conformity of the goods is entitled, under the conditions and in the order set out in this section, to:

request the seller to restore conformity of the goods free of charge;
request a proportionate reduction of the purchase price in proportion to the non-conformity or withdraw from the sales contract and request a refund of the amount paid.

The consumer may withhold payment of the remaining part of the purchase price or part of that remaining part of the purchase price until PETROL fulfils its obligations under this section. The consumer exercises this right by a statement notifying PETROL of their decision. In any case, the consumer also has the right to claim compensation for damages from PETROL, in particular reimbursement of the costs of materials, spare parts, labour, transfer and transport of the goods incurred due to the assertion of the remedy in accordance with this paragraph.

The consumer may request PETROL to restore conformity of the goods free of charge within a reasonable time from the moment the consumer notifies PETROL of the non-conformity, which shall not exceed 30 days, without significant inconvenience to the consumer, taking into account in particular the nature of the goods and the purpose for which the consumer requires the goods. This period may be extended for the shortest time necessary to complete the repair or replacement, but by no more than 15 days. In determining the extended period, account shall be taken of the nature and complexity of the goods, the nature and seriousness of the non-conformity and the effort required to complete the repair or replacement. PETROL shall inform the consumer of the number of days for the extension and the reasons for the extension before the expiry of the period specified in this paragraph. Conformity of the goods shall be deemed restored free of charge if PETROL also covers the payment of the necessary costs incurred in restoring conformity of the goods, in particular the costs of shipping, transport, labour or materials. In order to restore conformity of the goods, the consumer may choose between repair of the goods and replacement of the goods with new faultless goods, unless:

fulfilling the chosen remedy is impossible; or
fulfilling the chosen remedy would impose disproportionate costs on the seller compared to the alternative remedy, taking into account all circumstances.

The circumstances referred to in the second indent of the preceding paragraph of this section include in particular the value the goods would have had if there were no non-conformity, the significance of the non-conformity and the possibility of providing the consumer with an alternative remedy without significant inconvenience.

PETROL may refuse the consumer’s request to restore conformity of the goods if repair and replacement are not possible or if they would cause disproportionate costs, taking into account all circumstances, including those referred to in the preceding paragraph.

Where restoring conformity requires repair or replacement of the goods, the consumer shall make the goods available to the seller. Where restoring conformity requires replacement of the goods, PETROL shall take back the replaced goods at its own expense. Where goods that were installed in accordance with their nature and purpose before the non-conformity became apparent must be removed for the purposes of repair or replacement, the obligation to repair or replace includes removal of the non-conforming goods and installation of the replacement or repaired goods, or coverage of the costs of such removal and re-installation. The consumer is not required to pay for normal use of the replaced goods during the period prior to replacement.

The consumer may request a proportionate reduction of the purchase price or withdraw from the sales contract in any of the following cases:

PETROL did not repair or replace the goods or, where applicable, did not complete the repair or carry out replacement in accordance with this Act, or refused the consumer’s request to restore conformity of the goods in accordance with the paragraph before the preceding paragraph of this section;
the non-conformity persists despite PETROL’s attempt to restore conformity;
the nature of the non-conformity is so serious as to justify immediate proportionate reduction of the purchase price or withdrawal from the sales contract; or

PETROL stated, or it is evident from the circumstances, that PETROL will not restore conformity of the goods within a reasonable time or without significant inconvenience to the consumer.

Notwithstanding the preceding paragraph, the consumer may withdraw from the sales contract and request a refund of the amount paid if the non-conformity becomes apparent within less than 30 days from delivery of the goods. If the consumer requests a proportionate reduction of the purchase price, the reduction shall be proportionate to the decrease in the value of the goods received by the consumer compared to the value the goods would have had if they were in conformity. The consumer exercises withdrawal from the sales contract by a statement notifying PETROL of the decision to withdraw from the sales contract. Where the non-conformity relates only to part of the goods delivered under the sales contract and there is a reason for withdrawal from the sales contract in accordance with the first or second paragraph of this section, the consumer may withdraw from the sales contract in respect of that goods and any other goods acquired together with the non-conforming goods if the consumer cannot reasonably be expected to keep only the conforming goods. Where the consumer withdraws from the sales contract, the consumer returns the goods to PETROL at PETROL’s expense. The consumer may not withdraw from the sales contract if the non-conformity is only minor. Petrol bears the burden of proof as to whether the non-conformity is minor.

The consumer may exercise their rights arising from non-conformity if they notify PETROL of the non-conformity within two months from the day the non-conformity was discovered. In the notice of non-conformity, the consumer shall describe the non-conformity in detail. The consumer may notify PETROL of the non-conformity in person, whereupon PETROL issues a receipt to the consumer, or send it to the store where the goods were purchased, or notify PETROL’s representative with whom the sales contract was concluded. The consumer shall enable PETROL to inspect the goods for which the consumer alleges non-conformity.

If the existence of the non-conformity of the goods is disputed, PETROL shall notify the consumer thereof in writing within eight days from receipt of the consumer’s claim.

Where the consumer withdraws from the sales contract, PETROL shall refund the amount paid to the consumer immediately, but no later than within eight days of receipt of the goods or proof that the consumer has sent the goods back. Where the consumer requests a proportionate reduction of the purchase price, PETROL shall refund the relevant part of the purchase price within eight days from receipt of the request for a proportionate reduction of the purchase price.

The rights under the fourteenth paragraph of this section of the General Terms and Conditions expire two years from the day the consumer notified the seller of the non-conformity of the goods.

A service contract is, in accordance with the applicable consumer protection legislation, a contract, other than a sales contract, under which PETROL undertakes to perform a service for the consumer and the consumer undertakes to pay a certain price for it. In the event of defects in the provided service, the consumer who has notified Petrol thereof may:

request free remedy of the defects in the provided service;
request that the service be performed again;
request a refund of part of the purchase price in proportion to the defects in the provided service; or
withdraw from the contract and request a refund of the amount paid.

The time limits applicable to the seller’s liability for non-conformity of goods shall apply mutatis mutandis to the service provider, unless a specific law provides for a longer period.

If the existence of defects in the provided service is not disputed, PETROL shall comply with the consumer’s request from the preceding paragraph of this section as soon as possible, but no later than within eight days. If the existence of defects in the provided service is disputed, PETROL shall respond to the consumer’s request in writing no later than within eight days of receipt of the request.

7.3. Mandatory Guarantee of Conformity of Digital Content or a Digital Service – applies only to consumers

Provisions on the mandatory guarantee of conformity of digital content or a digital service apply only to Slovenia)

Digital content or a digital service is in conformity with the contract for the supply of digital content or a digital service in particular, where applicable, when it:

corresponds to the description, quantity and quality and has the functionality, compatibility, interoperability and other characteristics as agreed in the contract for the supply of digital content or a digital service;
is fit for any particular purpose for which the consumer requires it and which the consumer made known to PETROL no later than at the time of conclusion of the contract for the supply of digital content or a digital service, and to which PETROL has agreed;
is supplied together with all accessories and instructions, including installation instructions and customer support, as agreed in the contract for the supply of digital content or a digital service; and
is updated as provided for in the contract for the supply of digital content or a digital service.
(hereinafter collectively: the subjective requirements for the conformity of digital content or a digital service)

In addition to meeting the subjective requirements for conformity of digital content or a digital service from the preceding paragraph of this section, the digital content or digital service must also:

be fit for the purposes for which digital content or a digital service of the same type would normally be used, taking into account, where applicable, other regulations, technical standards or sector-specific codes of conduct applicable to the relevant sector if technical standards for a specific sector do not exist;
be supplied together with all accessories and instructions that the consumer may reasonably expect to receive, where applicable;
be in conformity with any trial version or preview of the digital content or digital service that PETROL made available prior to the conclusion of the contract for the supply of digital content or a digital service; and
be of such quantity and have the characteristics and performance features, including with regard to functionality, compatibility, accessibility, continuity and security, as are normal for digital content or a digital service of the same type and which the consumer may reasonably expect given the nature of the digital content or digital service and taking into account any public statement made, in particular in advertising or labelling, by or on behalf of the company or other persons in previous links of the contractual chain, including the manufacturer, unless PETROL proves that:

it was not aware of the relevant public statement and could not reasonably be expected to have been aware of it;
the public statement had been corrected by the time of conclusion of the contract for the supply of digital content or a digital service in the same or a comparable manner as it was made; or
the public statement could not have influenced the decision to purchase digital content or a digital service.

Digital content or a digital service shall be supplied in the most recent version available at the time of conclusion of the contract for the supply of digital content or a digital service, unless the contracting parties have agreed otherwise. If the contract for the supply of digital content or a digital service provides for the continuous supply of digital content or a digital service over a certain period, the digital content or digital service shall be deemed in conformity if it remains in conformity throughout that period (hereinafter collectively: the objective requirements for the conformity of digital content or a digital service).

PETROL shall ensure that the consumer is informed about updates, including security updates, that are necessary to maintain the conformity of the digital content or digital service with the contract for the supply of digital content or a digital service.

PETROL shall ensure that the updates from the preceding paragraph of this section are supplied or made available to the consumer during the period:

during which, in accordance with the contract for the supply of digital content or a digital service, digital content or a digital service is to be supplied, where the contract for the supply of digital content or a digital service provides for the continuous supply of digital content or a digital service over a certain period; or
that the consumer may reasonably expect given the type and purpose of the digital content or digital service and taking into account the circumstances and the nature of the contract for the supply of digital content or a digital service, where the contract for the supply of digital content or a digital service provides for a one-off supply of digital content or a digital service or a series of individual supplies of digital content or a digital service.

If the consumer fails to install the updates that PETROL provides or makes available in accordance with the preceding two paragraphs of this section within a reasonable time, PETROL shall not be liable for any non-conformity resulting solely from the failure to carry out the relevant update, provided that:

PETROL informed the consumer of the availability of the update and of the consequences if the consumer fails to install the update; and
the reason that the consumer did not install the updates or installed them incorrectly was not due to deficient installation instructions provided by Petrol.

Where a restriction resulting from an infringement of third-party rights, in particular intellectual property rights, prevents or restricts the use of the digital content or a digital service in accordance with Articles 110, 111, 112 and 113 of ZVPot-1, the consumer is entitled to assert remedies for non-conformity of the digital content or a digital service under this chapter, unless another regulation provides for nullity or annulment of the contract for the supply of digital content or a digital service due to infringement of third-party rights.

PETROL shall not be liable for non-conformity of the supplied digital content or digital service resulting from failure to meet the objective requirements for the conformity of the digital content or digital service or from the preceding paragraph of this section if PETROL specifically informed the consumer at the time of conclusion of the contract for the supply of digital content or a digital service that a particular characteristic of the digital content or digital service deviates from the objective requirements for the conformity of the digital content or digital service or from the preceding paragraph of this section, and the consumer expressly and separately accepted that deviation at the time of conclusion of the contract for the supply of digital content or a digital service.

Any non-conformity of digital content or a digital service resulting from incorrect integration of the digital content or digital service into the consumer’s digital environment shall be deemed a non-conformity of the digital content or digital service if:

the digital content or digital service was integrated by the company or under the company’s responsibility; or
the consumer was intended to integrate the digital content or digital service, and the incorrect integration occurred due to deficient integration instructions provided by Petrol.

PETROL shall be liable for any failure to supply digital content or a digital service in accordance with Article 107 of ZVPot-1. If, under the contract for the supply of digital content or a digital service, a one-off supply of digital content or a digital service or a series of individual supplies of digital content or a digital service is agreed, PETROL shall, notwithstanding the second indent of the second paragraph of Article 112 of ZVPot-1, be liable for any non-conformity of digital content or a digital service under Articles 110, 111, 112, 113 and 114 of ZVPot-1 that exists at the time of supply and becomes apparent within two years from the supply of the digital content or digital service. If the contract for the supply of digital content or a digital service provides for the continuous supply of digital content or a digital service over a certain period, PETROL shall, in accordance with Articles 110, 111, 112, 113 and 114 of ZVPot-1, be liable for any non-conformity that occurs or becomes apparent during the period in which the digital content or digital service is to be supplied under the contract for the supply of digital content or a digital service.

The burden of proof as to whether the digital content or digital service was supplied in accordance with Article 107 of ZVPot-1 shall lie with Petrol. In the case of a one-off supply of digital content or a digital service or a series of individual supplies of digital content or a digital service, PETROL shall bear the burden of proof as to whether the digital content or digital service was in conformity at the time of supply if the non-conformity becomes apparent within one year from supply of the digital content or digital service. In the case of the continuous supply of digital content or a digital service over a certain period, PETROL shall bear the burden of proof as to whether the digital content or digital service was in conformity during the period in which it was to be supplied under the contract for the supply of digital content or a digital service, if the non-conformity becomes apparent during that period. Notwithstanding the foregoing in this paragraph, PETROL shall not bear the burden of proof regarding the conformity of the supplied digital content or digital service if PETROL proves that the consumer’s digital environment is not compatible with the technical requirements for the digital content or digital service and if PETROL clearly and comprehensibly informed the consumer of such requirements before conclusion of the contract for the supply of digital content or a digital service. The consumer shall cooperate with PETROL to the extent reasonably possible and necessary to determine whether the consumer’s digital environment is the cause of the non-conformity of the digital content or digital service within the period defined in the preceding paragraph of this section, as appropriate. In doing so, the consumer’s obligation to cooperate is limited to technically available means that are the least intrusive for the consumer.

If the consumer fails to cooperate with PETROL in accordance with the preceding paragraph of this section and PETROL clearly and comprehensibly informed the consumer of this requirement before conclusion of the contract for the supply of digital content or a digital service, the burden of proof as to whether the non-conformity existed during the period specified in the second or third paragraph of Article 116 of ZVPot-1, as applicable, shall lie with the consumer.

In the event of non-conformity of digital content or a digital service, the consumer may, under the conditions of this section:

request restoration of conformity of the digital content or digital service;
request a proportionate reduction of the purchase price; or
withdraw from the contract for the supply of digital content or a digital service.

The consumer also has the right to claim compensation for damages from PETROL, in particular where the supplied digital content or digital service causes damage to hardware or other digital content or a digital service owned by the consumer and the damage is not the result of the consumer’s act or omission. The consumer shall claim compensation in accordance with the general rules on liability for damages. The consumer may withhold payment of the remaining part of the purchase price or part of that remaining part of the purchase price until PETROL fulfils its obligations under this chapter. The consumer exercises this right by a statement notifying PETROL of their decision. The consumer’s rights under the first paragraph of this section expire two years from the day the consumer notified Petrol of the non-conformity of the digital content or digital service.

The consumer may request restoration of conformity of the digital content or digital service, unless this would be impossible or would impose disproportionate costs on the company, taking into account all circumstances of the case, including:

the value the digital content or digital service would have had if it were in conformity; and
the significance of the non-conformity.

PETROL shall restore conformity of the digital content or digital service in accordance with the preceding paragraph of this section within a reasonable time from the moment the consumer notified PETROL of the non-conformity, free of charge and without significant inconvenience to the consumer, taking into account the type of digital content or digital service and the purpose for which the consumer required such digital content or digital service.

The consumer may request a proportionate reduction of the purchase price in accordance with the following two paragraphs of this section where the digital content or digital service is supplied against payment of a purchase price, or may withdraw from the contract for the supply of digital content or a digital service in accordance with the fourth paragraph of this section, in any of the following cases:

restoration of conformity of the digital content or digital service is impossible or disproportionate in accordance with the first paragraph before the preceding paragraph of this section;
PETROL did not restore conformity of the digital content or digital service in accordance with the preceding paragraph of this section;
the digital content or digital service remains non-conforming despite PETROL’s attempt to restore conformity of the digital content or digital service;
the nature of the non-conformity of the digital content or digital service is so serious as to justify immediate proportionate reduction of the purchase price or withdrawal from the contract for the supply of digital content or a digital service; or

PETROL stated, or it is evident from the circumstances, that PETROL will not restore conformity of the digital content or digital service within a reasonable time or without significant inconvenience to the consumer.

The amount of the proportionate reduction of the purchase price is proportionate to the decrease in the value of the digital content or digital service supplied to the consumer compared to the value the digital content or digital service would have had if it were in conformity. If the contract for the supply of digital content or a digital service provides that the digital content or digital service is supplied over a certain period against payment of a purchase price, the purchase price shall be reduced for the period during which conformity of the digital content or digital service was not ensured. Notwithstanding the preceding paragraph of this section, where digital content or a digital service is supplied against payment of a purchase price, the consumer may withdraw from the contract for the supply of digital content or a digital service only if the non-conformity is not minor. Petrol bears the burden of proof as to whether the non-conformity is minor. The consumer exercises the right to withdraw from the contract for the supply of digital content or a digital service by a statement notifying Petrol that they are withdrawing from that contract.

If the consumer withdraws consent to the processing of personal data or objects to the further use of personal data in contracts referred to in the first paragraph of Article 104 of ZVPot-1, PETROL may withdraw from the contract obliging PETROL to supply digital services or digital content. The contract is terminated with immediate effect if the statutory or contractual notice period would impose a disproportionate burden on Petrol. Any compensation claims by the company against the consumer due to withdrawal of consent to the processing of personal data are excluded in the cases referred to in this paragraph. The consumer’s personal data referred to in this paragraph shall, upon withdrawal of consent, be returned to the consumer or, by agreement with the consumer, deleted or otherwise destroyed.

If the consumer withdraws from the contract for the supply of digital content or a digital service, PETROL shall refund to the consumer all payments made in accordance with the contract for the supply of digital content or a digital service.

Notwithstanding the preceding paragraph, where the contract for the supply of digital content or a digital service provides for the supply of digital content or a digital service against payment of a purchase price and for a certain period and, prior to withdrawal from the contract for the supply of digital content or a digital service, conformity of the digital content or digital service was ensured for some time, Petrol shall refund to the consumer only the proportionate part of the paid purchase price corresponding to the period during which conformity of the digital content or digital service was not ensured.

In the case referred to in the preceding paragraph, PETROL shall also refund to the consumer any portion of the purchase price paid in advance for the period of the contract for the supply of digital content or a digital service that would have remained if the consumer had not withdrawn from the contract for the supply of digital content or a digital service.

In the event that the consumer asserts a claim for a proportionate reduction of the purchase price or for withdrawal from the contract for the supply of digital content or a digital service in accordance with Articles 120 or 122 of ZVPot-1, PETROL shall refund the payments received from the consumer without undue delay and no later than 14 days from the day PETROL was notified of the consumer’s decision to assert the claim for a proportionate reduction of the purchase price or for withdrawal from the contract for the supply of digital content or a digital service. PETROL shall refund the payments received using the same payment method the consumer used to pay for the digital content or digital service, unless the consumer expressly agrees to a different payment method and provided that the consumer does not incur any costs as a result. PETROL shall not charge the consumer any fees for the refund of payments received.

After withdrawal from the contract for the supply of digital content or a digital service, PETROL must not use any content that is not personal data and that the consumer provided or created when using the digital content or digital service supplied by Petrol, unless:

such content is not useful outside the context of the digital content or digital service supplied by Petrol;
such content relates solely to the consumer’s activity when using the digital content or digital service supplied by Petrol;
PETROL has combined such content with other data and it can no longer be separated or separation would require disproportionate effort; or
such content was jointly created by the consumer and others, and other consumers may continue to use such content.

Except in the cases under the first, second and third indents of the preceding paragraph of this section, PETROL shall, at the consumer’s request, make available to the consumer all content that is not personal data and that the consumer provided or created when using the digital content or digital service supplied by Petrol.

The consumer may retrieve the digital content referred to in the preceding paragraph of this section free of charge, within a reasonable time and in a commonly used and machine-readable format, without PETROL hindering the consumer in doing so.

In the event of the consumer’s withdrawal from the contract for the supply of digital content or a digital service, Petrol may, notwithstanding the paragraph before the preceding paragraph of this section and the preceding paragraph of this section, prevent any further use of the digital content or digital service by the consumer, in particular by disabling the consumer’s access to the digital content or digital service or disabling the consumer’s user account.

After withdrawal from the contract for the supply of digital content or a digital service, the consumer shall refrain from using the digital content or digital service and shall not make it available to third parties. If the digital content was supplied to the consumer on a tangible medium, the consumer shall, at the company’s request and at the company’s expense, return the tangible medium to the company without undue delay.

The request for return of the tangible medium referred to in the preceding paragraph shall be made by PETROL within 14 days from the day it was notified of the consumer’s decision to withdraw from the contract for the supply of digital content or a digital service. The consumer is not required to pay for the use of the digital content or digital service for the period prior to withdrawal from the contract for the supply of digital content or a digital service during which conformity of the digital content or digital service was not ensured.

If the contract for the supply of digital content or a digital service provides that digital content or a digital service is supplied or made accessible to the consumer over a certain period, PETROL may modify the digital content or digital service to an extent that exceeds what is strictly necessary to maintain conformity of the digital content or digital service in accordance with Articles 110, 111, 112 and 113 of ZVPot-1, provided that the following conditions are met:

the contract for the supply of digital content or a digital service allows for and duly justifies such modification;
such modification is made without additional costs for the consumer;
the consumer is informed of the modification in a clear and comprehensible manner; and
in the cases referred to in the following paragraph of this section, the consumer is informed in advance, within a reasonable time, on a durable medium of the characteristics and timing of the modification and of their right to withdraw from the contract for the supply of digital content or a digital service in accordance with the following paragraph of this section, or of the possibility to keep the digital content or digital service without such modification in accordance with the last paragraph of this section.

The consumer may withdraw from the contract for the supply of digital content or a digital service if the modification of the digital content or digital service has a negative impact on the consumer’s access to or use of the digital content or digital service, unless such negative impact is minor. In such case, the consumer is entitled to withdraw from the contract for the supply of digital content or a digital service free of charge within 30 days of receiving the notice of the modification of the digital content or digital service or from the moment PETROL modifies the digital content or digital service, whichever occurs later. If the consumer withdraws from the contract for the supply of digital content or a digital service in accordance with the preceding paragraph, the fifth paragraph of Article 120 and Articles 122 to 125 of ZVPot-1 shall apply mutatis mutandis.

Notwithstanding the paragraph before the preceding paragraph of this section and the preceding paragraph of this section, the consumer has no right to withdraw from the contract for the supply of digital content or a digital service if PETROL enabled the consumer, without additional costs, to keep the digital content or digital service unchanged and conformity of such digital content or digital service is ensured. The provisions of this section do not apply to a bundle of services under the law governing electronic communications where it includes elements of an internet access service as defined in point 2 of Article 2 of Regulation (EU) 2015/2120, or includes a number-based interpersonal communications service.

7.4. Liability for Material Defects (Applies to Croatia)

PETROL shall be liable for material defects of purchased products in accordance with applicable legislation. Liability for material defects shall be resolved pursuant to the provisions of the applicable Obligations Act.

For consumer contracts for the supply of digital content, the provisions of the Obligations Act on liability for material defects shall not apply, unless the subject of the sales contract is a movable item into which the digital content is incorporated or connected to the item in such a way that the absence of such digital content would prevent the functioning of the items supplied under that contract.

For goods with digital elements, the risk shall pass to the buyer at the moment the one-off supply of the digital content is completed or when the continuous supply of the digital content begins.

A material defect exists if:

the goods do not correspond to the description, type, quantity and quality, meaning that they do not have the functionality, compatibility, interoperability and other characteristics as set out in the sales contract;
the goods are not fit for any particular purpose for which the buyer requires them and of which the buyer informed PETROL no later than at the time of conclusion of the sales contract, and in respect of which PETROL gave its consent;
the goods are not supplied with all accessories and instructions, including assembly instructions, as set out in the sales contract; or
the goods are not supplied with updates as provided for in the sales contract.

In addition, a defect also exists:

if the goods are not fit for use for the purposes for which goods of the same type would normally be used, taking into account all regulations of the European Union and the regulations of the Republic of Croatia, technical standards or, if none exist, applicable sector-specific codes of conduct, where such exist;
if the goods do not correspond in quality and description to the sample or model that PETROL made available to the buyer prior to conclusion of the sales contract;
if the goods are not supplied with accessories, including packaging, assembly instructions or other instructions, the receipt of which the buyer may reasonably expect;
if the goods are not of the quantity or do not have those characteristics and other properties, including those related to durability, functionality, compatibility and safety, which are usual for goods of the same type and which the buyer may reasonably expect given the nature of the goods and taking into account any public statements of PETROL or other persons in previous stages of the transactional chain, including the manufacturer, or made on their behalf, in particular in advertising or labelling;
if the goods, which were intended to be installed or assembled by the buyer, were incorrectly installed or assembled by the buyer, and the incorrect installation or assembly is due to deficient instructions provided by PETROL or, in the case of goods with digital elements, by PETROL or the provider of digital content or digital services.

PETROL shall not be bound by public statements made by itself or another person in previous stages of the transactional chain if it proves that it did not know and could not have known of that statement, or that by the time of conclusion of the contract the public statement was corrected in the same or a comparable manner as it was made, or that such public statement could not influence the purchase decision.

In consumer contracts, defects consisting of unfitness for use for purposes for which goods of the same type would normally be used, inadequate quality, failure to supply accessories and insufficient quantity/absence of usual characteristics for goods of the same type shall not exist if the consumer was specifically informed at the time of conclusion of the sales contract that a particular characteristic deviates from the criteria for determining such defects and if the consumer expressly and separately accepted this deviation at the time of conclusion of the sales contract. It is presumed that any defect in goods which is proven within one year from the moment of transfer of risk also existed at the moment of transfer of risk, unless PETROL proves otherwise or unless the contrary follows from the nature of the goods or the nature of the defect.

The buyer is obliged to examine the received item in the usual manner or have it examined as soon as this is possible according to the ordinary course of events, and to notify PETROL of any visible defects within 8 days, in the case of a commercial contract without delay, otherwise the buyer loses the right to rely on them.

If the inspection was carried out in the presence of both parties, the buyer is obliged to raise objections regarding visible defects to PETROL immediately, otherwise the buyer loses the right to rely on them.

In consumer contracts, the consumer as buyer is not obliged to examine the item or have it examined, but is obliged to notify PETROL of the existence of visible defects within 2 months from the day the defect was discovered and no later than within 2 years from the transfer of risk to the consumer.

Where, after the item is received by the buyer, it turns out that the item has a defect that could not be discovered by an ordinary inspection upon receipt of the item, the buyer is obliged, under penalty of loss of rights, to notify PETROL of that defect within 2 months from the day the defect was discovered, and in a commercial contract immediately. PETROL shall not be liable for defects that become apparent after the expiry of 2 years from delivery of the item, and in the case of a commercial contract after 6 months.

A buyer who has duly and timely notified PETROL of a defect in the purchased goods may request the removal of the defect, meaning that the buyer has the right to repair or replacement at their own choice. If PETROL fails to remove the defect within an additional appropriate period granted by the party, i.e. fails to perform repair or replacement, the party may withdraw from the contract or request a price reduction.

When exercising the right to removal of the defect, the buyer has the right to choose between repair and replacement of the goods, unless the chosen method of remedy is impossible or would impose disproportionate costs on PETROL, taking into account all circumstances, in particular the value of the goods without the defect, the significance of the defect and whether repair or replacement can be carried out without major inconvenience to the party.

PETROL is authorised to refuse removal of the defect if repair and replacement are impossible or would impose disproportionate costs, taking into account all circumstances, in particular the value of the goods without the defect, the significance of the defect and whether repair or replacement can be carried out without major inconvenience to the party.

The buyer has the right to a price reduction or to withdraw from the sales contract only if PETROL has not remedied the defect, has refused to do so, or has not remedied the defect in accordance with the statutory provisions governing repair and replacement, if the defect persists despite PETROL’s attempt to remedy it, i.e. if PETROL has stated that it will not remedy the defect or if it is clear from the circumstances that it will not remedy the defect within a reasonable time or without major inconvenience to the buyer, and if the defect is so serious as to justify an immediate price reduction or termination of the contract. The party has the right to withhold payment of any outstanding part of the price until PETROL fulfils its obligations arising from liability for material defects. If the defect is minor, the buyer has no right to withdraw from the contract, but has other rights arising from liability for material defects, including the right to compensation for damages.

PETROL shall bear the costs of removal of the defect and delivery of another product free of defects.

Repair or replacement of defective goods shall be carried out without additional costs for the party, within a reasonable time from the moment the party notified PETROL of the defect.

During repair or replacement, the party is obliged to make the product available to PETROL, and PETROL is obliged to take it over and bear the costs of taking it over.

In the event of replacement of the product, the consumer is not obliged to pay for normal use of the replaced products during the period prior to their replacement.

The buyer has no right to withdraw from the sales contract due to a defect in the goods if the goods cannot be returned or restored to the condition in which they were received, unless the goods were wholly or partially destroyed or damaged due to a defect that justifies termination of the contract, or due to an event not originating from the buyer or any person for whom the buyer is responsible. A buyer who, due to the impossibility of returning the goods or restoring them to the condition in which they were received, has lost the right to withdraw from the contract retains other rights granted by law due to the existence of the defect, e.g. the right to request delivery of another product free of defects.

7.5. Procedure for Asserting Non-Conformity or Material Defects

The user and/or consumer must unequivocally notify PETROL of the non-conformity of goods, digital content or irregularities in the provision of services, together with a precise description thereof. The user may assert their rights arising from the guarantee of conformity of goods or material defects if they notify PETROL of the non-conformity or material defects of the goods, digital content or irregularities in the provision of the service within the statutory deadline. The user must enable PETROL or a PETROL representative or an authorised service technician designated by PETROL to inspect the goods, digital content or the service provided.

The user may use all available channels to submit a complaint, such as “Tell Petrol”, the contact centre, customer support or the point of sale where the product or service was purchased.

The rights and obligations arising from the warranty are governed by the provisions of the applicable Consumer Protection Act and the Obligations Code in force at the relevant time.

With regard to the mandatory guarantee of conformity of goods and digital content or digital services and irregularities in the provision of services, the provisions of the applicable Consumer Protection Act shall apply in relation to consumers, and in relation to users who are not considered consumers, the provisions of the applicable Obligations Code governing liability for material defects shall apply.

8. Contacts, Assistance and Additional Questions

In case of questions or if the user requires assistance, they may contact the sales staff at PETROL points of sale or the PETROL call centre at the toll-free telephone number 080 22 66 (Slovenia) or 0800 10 55 (Croatia).

9. Limitation of Liability

Under no circumstances shall PETROL assume any liability or provide any guarantees to the user for any malfunction or inability to use PETROL GO, but shall merely endeavour to ensure the uninterrupted operation of PETROL GO. This provision does not exclude PETROL’s liability for damage caused to a user who is considered a consumer under the law governing consumer protection, where such damage was caused intentionally or through negligence.

Certain functionalities in PETROL GO use independent third-party services and applications. The use of such services is subject to the terms of use of the external service as determined by the owner of the service or application, and PETROL assumes no liability and provides no guarantees in this regard. PETROL shall also not be liable for the form and content of data obtained through web links that are not owned by PETROL.

PETROL shall not be liable for occasional malfunctioning of PETROL GO, any inaccuracy of information, nor for any damage and/or loss of income.

Accordingly, PETROL shall not be liable for any damage that may arise, for example, from access to information, use or inability to use information, or for any errors or deficiencies in their content. This provision does not exclude PETROL’s liability for damage caused to a user who is considered a consumer under the law governing consumer protection, where such damage was caused intentionally or through negligence.

The data in PETROL GO are for informational purposes only; therefore, PETROL assumes no liability for any errors in content or for the correctness and accuracy of published data, which may have occurred due to timing discrepancies, input errors or other unforeseeable causes.

The user is responsible for all activities carried out using their user account. In the event of any unauthorised use or reasonable suspicion that such access has occurred, the user must immediately notify PETROL as specified in Article 4.1 of these General Terms and Conditions. PETROL shall not be liable for any damage suffered by the user as a result of unauthorised use of the user account or password for PETROL GO. The user undertakes to use PETROL GO in accordance with these General Terms and Conditions and the terms stated to supplement them, to ensure the confidentiality and security of passwords, and to comply with the rules and notices published on the websites https://www.petrol.si and https://www.petrol.hr.

PETROL shall not be liable for any errors or damage resulting from the provision of incorrect data and/or other actions within the user’s sphere, for example during registration or login to PETROL GO.

PETROL also reserves the right to change, add or remove content published in PETROL GO at any time without prior notice. All users use all published content at their own risk and must ensure appropriate protection of data on their smartphone or tablet, as well as appropriate protection of the smartphone or tablet on which PETROL GO is installed and used.

PETROL may, at its own discretion and for business reasons, discontinue the provision of PETROL GO, of which it shall inform users in due time.

10. Upgrades and New Versions of PETROL GO

Due to technical or functional upgrades of PETROL GO, PETROL reserves the right to publish a new version of PETROL GO. The user will be informed of the new version of PETROL GO via PETROL GO itself or via the store from which the mobile application was downloaded, or the update of PETROL GO may occur automatically on the user’s smartphone or tablet, depending on the user’s device settings.

11. Personal Data

PETROL processes personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter: the General Data Protection Regulation) and national regulations on the protection of personal data.

11.1. Types of Personal Data, Legal Basis and Purpose of Processing

When using PETROL GO, PETROL will process the user’s first and last name, date of birth, telephone number, e-mail address, residential address, payment instruments, data on the Petrol card or Petrol business payment card, purchase data, order data, for the issuance of an electronic invoice, the user’s location, the application log, the device camera, the device ID.

PETROL will process the above data for the purpose of:

contacting the user for the purposes of ensuring the uninterrupted use of goods, services and digital content that are the subject of these General Terms and Conditions,
providing goods, services and digital content that are the subject of these General Terms and Conditions and concluding a contract with the user,
user registration,
ensuring the proper operation of PETROL GO, error correction and user support,
issuing an electronic invoice,
executing and reviewing payment transactions, any non-conformities in the execution of payments and related abuses and other breaches of these General Terms and Conditions,
photographing QR codes at dispensing points, coffee machines and car washes,
ensuring compliance with the PSD2 Payment Services Directive in the area of user authentication by the bank or other institution that is the issuer of the payment instrument.

For the purpose of executing and reviewing payment transactions, any non-conformities in the execution of payments and related abuses and other breaches of these General Terms and Conditions, PETROL also processes certain data about the executed transaction stored in a token through tokenisation, namely the last four digits of the used payment card and information on the type of card used. In exceptional cases, such as verifying payment compliance at the point of sale, it may also process the IP address, the type and the brand of the device.

For registration or creation of a user account, the user must provide PETROL with their personal data: e-mail address, primary country of use of PETROL GO and the PETROL GO password.

For the purpose of providing benefits arising from Petrol Club membership and establishing a connection with customer data arising from holding a Petrol Club loyalty payment card and holding a Petrol Pay Loyalty loyalty payment card, PETROL processes the number of the Petrol Club loyalty payment card, the Petrol Pay Loyalty loyalty payment card, first and last name, date of birth, primary country of use of PETROL GO, mobile phone number, gender and residential address; when establishing a connection with customer data arising from holding a Petrol Club loyalty card, it processes the barcode number of the Petrol Club loyalty card, first and last name, primary country of use of PETROL GO, address, mobile phone number, gender and residential address.
For the purpose of payments using a Petrol business payment card, PETROL processes the following data: the name of the cardholder or the company tax number to which the card was issued, the Petrol business payment card number and its validity, the card PIN code and the number of kilometres travelled, the travel order number and the driver card number, where this is a required data item.

For the purpose of payments and management of the Petrol Pay Loyalty loyalty payment card, PETROL processes the following data: first and last name of the cardholder, the cardholder’s loyalty ID, the tokenised card number.

For the purpose of establishing a connection between the user account and other customer data (all data related to concluded contractual relationships; electricity, natural gas, eShop orders, KOEL orders, UNP orders, other customer personal data), PETROL processes the data in accordance with the legal basis that constitutes the basis for obtaining such data.

For the purposes of making a purchase, PETROL processes data on purchased products, product prices, benefits obtained and used at purchase, payment, place of purchase, date and time of purchase, QR code at the point of sale, product pick-up time, withdrawal from an order, withdrawal from a contract.

For the purposes of user identification, PETROL will process the number, issuer and validity of an identification document.

PETROL will process the above data for other purposes, provided that the user has given written consent or confirmation in PETROL GO for such other purposes of data processing:

for profiling users in order to prepare tailored offers of its goods, services and digital content through the use of e-mail address, SMS, MMS, telephone or regular mail;
for direct marketing regarding offers of goods, services and digital content, promotional sales, benefits, and other changes or novelties;
for conducting market research on the quality of products and services and needs for additional products or services;
for sending push notifications in accordance with the push notification settings within PETROL GO or the settings of the smartphone or tablet.

For the uninterrupted use of PETROL GO, the user must enable PETROL GO permission to process information regarding their location and permission to use the camera. The mobile application requires location data to find the nearest PETROL service stations, to calculate the arrival time for picking up ordered goods and digital content, to determine the location of an Event and to calculate the purchase, and the camera to photograph QR codes at dispensing points, coffee machines and car washes. If the user does not allow PETROL GO to process location data, they will not be able to use the above services.

With each purchase via PETROL GO, PETROL also processes data on purchased products or performed services, payment, use of benefits, time and place of purchase, payment methods, balances, collected Zlatih points and other obtained benefits. If the individual does not provide the appropriate consent for such processing, PETROL processes these data anonymously or using a pseudonym, and, in addition to the above purposes, also for the purpose of analysing and studying purchasing habits, optimising the offer and costs, and increasing customer satisfaction.

11.2. Changes to data

In the event that the personal data referred to in item 11.1 change, the user must notify PETROL of the change within 30 days of the change, in writing to the address corresponding to their primary location of use:

PETROL, Slovenska energetska družba d.d., Ljubljana, Dunajska cesta 50, 1000 Ljubljana or
PETROL d.o.o., Savska Opatovina 36, ZAGREB, 10000.

Or the user may provide the information via PETROL’s website or via PETROL GO.

PETROL will take into account the change of the user’s personal data submitted by regular mail no later than within 15 days from the date of receipt of the written notice, and in the case of a change of personal data via PETROL’s website or via PETROL GO, immediately.

11.3. User rights

The user may at any time request confirmation as to whether PETROL processes their personal data and access to such personal data, has the right to receive such personal data and the right to transmit them to another controller. The user may request restriction of the processing of personal data, object to the processing of personal data and automated individual decision-making, including profiling, withdraw consents given for various processing purposes, request rectification or supplementation or erasure of personal data. All of the above rights may be exercised under the conditions and to the extent set out in Articles 15 to 22 of the General Data Protection Regulation.

Notwithstanding the exercise of the rights under the preceding paragraph, personal data may still be processed within the scope of any other consents given and where another legal basis for processing exists pursuant to Article 6 of the General Data Protection Regulation, within the scope of that legal basis.

A request to exercise the rights under the first paragraph of this item may be made by the user by a written request sent to PETROL d.d., Ljubljana, Dunajska cesta 50, 1000 Ljubljana, with the note “for DPO” or PETROL d.o.o., Savska Opatovina 36, ZAGREB, 10000 with the note “for ZOP”.

In the event that the user exercises their rights regarding objection to data processing, withdrawal of consent, request for restriction of processing or erasure of personal data, which result in preventing PETROL from informing the user, PETROL will prevent informing the user no later than within 15 days of receipt of the objection or change of the user’s settings; however, if the information campaign was prepared before the objection or change of settings was processed, it is possible that the user will nevertheless receive one last notification. PETROL will ensure the exercise of other rights within the deadlines required by the applicable personal data protection legislation.

11.4. Recipients of Personal Data

PETROL handles personal data with particular care and prevents access by unauthorised persons. In certain cases, due to specific processing activities that PETROL does not carry out independently, it is necessary to forward the user’s personal data to contractors – external processors who process the data on behalf of, for the account of, under the instructions of and under the supervision of PETROL (distribution partners, advertising agencies, printers, software owners, IT solution providers, etc.), and who are listed in more detail in the list available on the website https://www.petrol.si/gdpr/obdelovalci-podatkov. In addition to external processors, PETROL also provides the user’s personal data to state authorities on the basis of their reasoned written request for the purposes of conducting a specific procedure, and in cases of the user’s request or on the basis of their written authorisation.

11.5. Retention Period of Personal Data

PETROL processes personal data until the purpose of processing has been fulfilled or within the limitation periods for obligations that may arise from the processing of such personal data. In cases where the retention period of personal data is prescribed by law, PETROL retains such personal data in accordance with the statutory requirement. Personal data obtained on the basis of consent are stored until such consent is withdrawn.
More information on the processing of personal data by PETROL can be found in the Privacy Policy of PETROL d.d., Ljubljana, published at https://www.petrol.si/gdpr/politika-zasebnosti or at https://www.petrol.hr/o-petrolu/politika-privatnosti, or available at PETROL points of sale.

12. User Obligations

The PETROL GO user undertakes not to use PETROL GO for unlawful purposes or purposes contrary to these General Terms and Conditions. PETROL GO must not be used in a manner that could damage, disable, overload or harm PETROL GO or PETROL as a company, as well as third parties and their property. In accordance with this obligation, the user specifically undertakes that:

they will observe all safety warnings provided by PETROL regarding the use of PETROL GO at points of sale,
they will not use the smartphone or tablet on which PETROL GO is installed and used outside their vehicle when refuelling/purchasing fuels, as this endangers fire safety at the individual point of sale. If the vehicle has a movable roof, it must be completely closed when using the smartphone or tablet,
when using PETROL GO to purchase fuels, the user must ensure that the vehicle windows and doors remain closed during the use of PETROL GO at the point of sale until the purchase is completed.

When providing any feedback and suggestions regarding PETROL GO, the user warrants to PETROL that they hold the appropriate rights or authorisations on the basis of which they may legally dispose of the submitted material and/or other information.

The user undertakes to enable mandatory locking on their smartphone or tablet. In the event of unauthorised use of the username or password for PETROL GO, the user must notify PETROL at podpora.strankam@petrol.si or podrska.kupcima@petrol.hr. PETROL has the right, in the event of unauthorised use and/or any other abuse in accessing or using PETROL GO by users or any other persons and/or in the event of suspected password misuse for PETROL GO, to take all measures and other actions which, in its own business judgment, it considers necessary to protect its rights and interests and/or to protect the rights and interests of customers and/or users and/or to protect the rights and interests of any other persons (e.g. blocking access to PETROL GO).

13. Intellectual Property Rights

All data, images and other information within PETROL GO are subject to copyright and related rights and industrial property rights of PETROL, as defined by the relevant legislation governing the protection of copyright and related rights and industrial property rights.

By downloading or registering in PETROL GO, the user acquires a non-transferable and non-exclusive right to use PETROL GO exclusively on their smartphone or tablet. The right of use under this paragraph applies solely for non-commercial purposes. PETROL does not transfer to the user any other economic copyright or industrial property rights, nor does it grant the right to use trademarks, logos or the corporate visual identity owned or held by PETROL. The user may therefore not, for example, make copies of PETROL GO, install PETROL GO on a server or other platform, lease PETROL GO or grant sub-licences for its use, modify it or otherwise interfere with the operation of PETROL GO.

14. Complaints and Disputes

The user may submit complaints regarding the operation of PETROL GO and purchases made via PETROL GO at http://www.petrol.si/povej or podrska.kupcima@petrol.hr or directly to sales staff at PETROL points of sale. In the complaint, the user must precisely describe the conduct or defect against which the complaint is lodged and, if the complaint relates to purchases made, must attach a copy of the receipt. The complaint handling procedure is confidential.

Any disputes shall be resolved amicably between PETROL and the user; failing this, before the competent court in Ljubljana. For disputes arising from the use of PETROL GO and the purchase of goods or services in the territory of the Republic of Croatia, the local jurisdiction of the competent court in Zagreb is agreed.

For relationships arising from these General Terms and Conditions, PETROL does not recognise providers of out-of-court consumer dispute resolution as competent for resolving consumer disputes that a consumer could initiate in accordance with legislation governing out-of-court consumer dispute resolution.

The link to the online consumer dispute resolution platform is available at:

15. Code of Conduct

PETROL has adopted a Code of Conduct, which together with related content is available at:

https://www.petrol.eu/binaries/content/assets/skupina-petrol-slo/2018/pages/trajnostni-razvoj/zaposleni/korporativna-integriteta/petrol_kodeks_2012--1.pdf.

16. Transitional and Final Provisions

The currently valid General Terms and Conditions are published at https://www.petrol.si and https://www.petrol.hr. The same applies to any amendments and supplements to the valid General Terms and Conditions resulting from changes in PETROL’s business policy, applicable legislation or decisions of competent state authorities.
Amendments and supplements to the General Terms and Conditions or the introduction of new General Terms and Conditions shall enter into force on the date of publication on the above-mentioned website, but shall apply on the 15th day following their publication. In the case of amendments and supplements resulting from changes in relevant legislation or decisions of competent state authorities, PETROL may shorten the period for the commencement of application of the General Terms and Conditions referred to in this paragraph (e.g. by implementing the amendments within the period specified in the authority’s decision or upon the entry into force of the relevant law).

The second paragraph of this Article does not apply to amendments and supplements to the General Terms and Conditions that do not affect the rights and/or obligations of users (e.g. typographical errors, obvious mistakes in the text); PETROL may correct these at any time without prior notification to users.

The user shall be deemed to have been informed of amendments or supplements to the General Terms and Conditions on the date of publication of the new or amended or supplemented General Terms and Conditions on PETROL’s website referred to in this Article.

If the user does not agree with the new, amended or supplemented General Terms and Conditions, the use of PETROL GO will be disabled or restricted. In this case, the user is advised to use up their entire balance before the commencement of application of the new, amended or supplemented General Terms and Conditions. After the date of commencement of application of the new, amended or supplemented General Terms and Conditions, without the user confirming their agreement thereto, the use of the balance will no longer be possible. In such case, the user will have the option of refund of the balance in accordance with the applicable General Rules on the Use of the Petrol Club loyalty card, General Rules on the Use of the Petrol Club loyalty payment card and General Terms and Conditions of Use of the Petrol Pay Loyalty loyalty payment card, published at https://www.petrol.si or https://www.petrolpay.si and https://www.petrol.hr, as applicable in the case of cancellation of registration.

These General Terms and Conditions shall apply as of 13 February 2026.

In Ljubljana, on 13 February 2026.

PETROL d.d., Ljubljana

Aplikacija Petrol GO

General Terms and Conditions for the Use of the PETROL GO Mobile Application

1. Introductory provisions

2. Definitions

3. Technical Requirements

4. Registration, Login and Cancellation

4.1. Cancellation of Registration or Theft of Phone/Computer

5. General Information on Payment Methods and Payments

5.1 Procedure for Payment with a Supported Payment Method

5.2. Procedure for Adding and Removing Supported Payment Methods

5.3. Supported Payment Methods

5.3.1. PETROL klub Cards

5.3.1.1. Petrol klub Loyalty Card / Petrol Loyalty Card

5.3.1.2. Petrol klub Payment Loyalty Card

5.3.1.3. Petrol Pay Loyalty Card

5.3.2. Petrol Business Payment Cards

5.3.2.1. Payment with Petrol Silver Business Payment Cards (types I, J, P and R)

5.3.2.2. Payment with Petrol Grey Business Payment Cards (types A, V, D ali O)

5.3.3. mBills

5.3.4. Other Payment Methods or Cards

5.4. Obligations of PETROL in the Event That a Purchase via PETROL GO Is Made Conditional upon Prepayment

5.5. Purchase of Goods, Services and Digital Content Directly at the Checkout of a Point of Sale Using the EAN or QR Code of the Card

5.6. Security of Purchases with Payment Cards

6. Use of PETROL GO

6.1. Unregistered or Non-Logged-In User

6.2. Registered and Logged-In User

6.3. Logged-In User Who Is Also a Petrol klub Member and Has Linked a Petrol Card to PETROL GO

6.4. Purchase and Payment with PETROL GO

6.4.1. Purchase and Payment of Energy Products with PETROL GO (Available in Slovenia and Croatia)

6.4.2. Purchase and Payment of Na poti Coffee (Available in Slovenia and Croatia)

6.4.3. Purchase and Payment of Car Wash Services and Add-Ons (Available in Slovenia)

6.5. Access to WC with PETROL GO (Available in Slovenia and Croatia)

6.6. My Energy in PETROL GO (Available in Slovenia)

6.6.1. Electricity

6.6.2. Natural Gas

6.6.3. Liquefied Petroleum Gas (LPG)

6.6.4. Heating Oil (KOEL-GK)

6.7. Shop with PETROL GO

6.7.1. Purchase of Food and Beverages and Other Goods and Digital Content Displayed in the “Order and Collect” Section (hereinafter: “Order and Collect” – available in Slovenia and Croatia)

6.7.2. Quick Purchase of Products without Visiting the Checkout (hereinafter: “Quick Purchase” – Available in Slovenia and Croatia)

6.8. Remote Purchase

6.9. Sale of Alcoholic Beverages

6.10. Legal Relationships

6.10. Fire Safety

7. Warranty, Mandatory Guarantee of Conformity of Goods, Defects in the Provision of Services, Mandatory Guarantee for Digital Content or Digital Services and the Procedure for Asserting Non-Conformity or Material Defects

7.1. Warranty

7.2. Mandatory Guarantee of Conformity of Goods and Defects in the Provision of Services

7.3. Mandatory Guarantee of Conformity of Digital Content or a Digital Service – applies only to consumers

7.4. Liability for Material Defects (Applies to Croatia)

7.5. Procedure for Asserting Non-Conformity or Material Defects

8. Contacts, Assistance and Additional Questions

9. Limitation of Liability

10. Upgrades and New Versions of PETROL GO

11. Personal Data

11.1. Types of Personal Data, Legal Basis and Purpose of Processing

11.2. Changes to data

11.3. User rights

11.4. Recipients of Personal Data

11.5. Retention Period of Personal Data

12. User Obligations

13. Intellectual Property Rights

14. Complaints and Disputes

15. Code of Conduct

16. Transitional and Final Provisions

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