Valid from 01.03.2024.

FOR USERS OF THE SERVICE

Introductory notes

Terms of use for users of the service (hereinafter: Terms of Use) represent a legally binding document for all users/clients who wish to use the services of e-GO doo Sarajevo, ID number: 4203120250003, with headquarters in Rajlovačka bb Street, 71 000 Sarajevo, BiH (hereinafter: Company).

Before establishing a business relationship and using the services, you need to accept the following Terms of Use, together with the Privacy Policy.

The general terms of use of e-GO Charger services (hereinafter referred to as e-GO) regulate the relationship between e-GO and users of e-GO Charger services. The relationship between e-GO and the user is defined by the contract, the offer upon conclusion of the contract (hereinafter referred to as the offer), the valid general terms and conditions of e-GO, the valid personal data protection policy, the valid policy of fair use, other written contracts between e-GO and the user, instructions and relevant binding regulations of Bosnia and Herzegovina (hereinafter: regulations). General conditions, the offer valid at the time of conclusion of the contractual relationship, other written contracts between e-GO and the user and instructions are part of the contract. The provisions of the general conditions are applied if they do not conflict with the provisions of the regulations of Bosnia and Herzegovina, the provisions of the subscription agreement or other written agreements between e-GO and the user.

1. General provisions and definitions of terms

1.1 e-GO charger is the brand under which the company e-GO doo markets its services.

1.2 e-GO is a provider of electric vehicle charging services, the operator of the charging system for electric charging stations listed on the website www.e-go.ba (website) and the operator of part of the charging infrastructure. e-GO doo, Rajlovačka bb, 71000 Sarajevo, ID 4203120250003 enables charging of electric vehicles through the e-GO Charger system.

1.3 The general conditions of use deal with the billing relationship between service users and e-GO or users of the E-go charger charging infrastructure (both e-GO services) and e-GO. It is about charging for services or just charging on the charging infrastructure defined in the valid offer (hereinafter referred to as services).

1.4 Users are enabled to use billing services via the e-GO charger application (in the Android or iOS operating system).

1.5 "Charging infrastructure" - is the entire technical equipment used for fast and/or slow charging of vehicles, a detailed list of which is published on the website and in the eG charger application and which e-GO enables individual users to use through the e-mobility system.

"e-GO Charging Infrastructure" – is the charging infrastructure owned and/or managed by e-GO.

"Foreign charging infrastructure" – is a charging infrastructure owned and/or operated by a charging infrastructure manager (contractual operator), with whom e-GO has concluded a charging contract with the e-GO charger system.

1.6 "Guest" - is the manager of the foreign infrastructure for charging, with whom e-GO has concluded an agreement on the calculation of charging services with the e-GO charger system.

1.7 "Partner" - the provider of the charging service charging system at electric charging stations, with which e-GO has a contract for charging services at the e-GO charger charging infrastructure.

1.8 "Charging point" - is a connection point at a station for charging electricity.

1.9 "Charging" - a unit for charging an electric vehicle that lasts a certain time and in which a certain amount of energy is transferred.

1.10 "Successfully completed charging session (or charging service)" is a session where the user has authorized a charging session and the session has lasted for at least 1 minute.

1.11 "Consumer" is any natural person and legal entity that uses or requests a service for purposes that do not belong to his trade, business or professional activity.

1.12 The general conditions of use of e-GO apply to all users of e-GO's e-Mobility services, unless otherwise expressly agreed in a separate contract between e-GO and an individual user. eM SPUs are also used for the guest.

1.13 "e-GO charger network" (hereinafter the network of charging stations) is a network of electric charging stations that support charging for services through the system.

1.14 "Agreement" (hereinafter referred to as the Agreement) is an agreement between e-GO and the user of the e-GO charger services on the use of electric vehicle charging services.

1.15 "User" is any person who accepts the terms of use with e-GO or legitimately uses the system e-GO charger.

1.16 "User account" - created after successful user registration.

1.17 "Roaming user" - is a user who uses the e-GO charging infrastructure while roaming, i.e. not registered in the e-GO charger system, but in the partner system.

1.18 Working conditions and use of charging services at electric charging stations are conditioned by the legislation of the country in which the contractual operator (charging station operator) operates, as well as technical and other conditions determined by the contractual operator.

1.19 "Credit" is the amount paid by the user to the e-GO charger system to enable payment for charging at the charging infrastructure.

1.20 "Instructions" are instructions to users of e-GO services regarding the conditions, limitations and method of using services and equipment/goods, as well as manufacturer's instructions for using equipment/goods.

1.21 "Price lists" determine the regular prices of services and the amount of service costs that e-GO has the right to charge the user due to the delivery of services or due to a violation of the user's obligations.

1.22 "Registration" - is the process by which e-GO gives the user access to the services.

1.23 "Tariff" - is the expression of the price for one minute or kWh of charging on the charging infrastructure, whereby charging according to the time of use is calculated according to the maximum available power of the charger.

1.24 "Package" - is a set of billing services or other related services that the user has chosen when concluding the terms of use and that the user can use.

1.25 "Fast charging" - is the charging of mainly electric vehicles with a nominal power equal to or greater than 22.01 kW, regardless of AC and DC charging, and the use of three-phase 400V/32A sockets is also considered fast.

1.26 The remaining terms used in the general conditions of use have the same meaning as defined in the relevant binding regulations of the state of Bosnia and Herzegovina.

1.27 e-GO provides services within technical and technological capabilities.

1.28 e-GO will publish information about services on its website or direct notifications to users.

1.29 Valid general conditions, price lists, detailed information about the service and contact information are publicly published on the e-GO website www.e-go.ba and in the e-GO charger application.

2. Conclusion of the contract and establishment of services

2.1 The user account is created after the successful registration of the user and represents a set of entered user data related to the use of the charging infrastructure integrated into the e-GO charger system.

2.2 User registration takes place through the registration form available in the e-GO charger application. By entering all the necessary data and confirming the form, the contract between the user and e-GO is concluded, and a user account is created for using the e-Go charger application. The terms of service for the service are locked indefinitely.

2.3 The terms of use are concluded via the e-GO charger application, verbal agreements and changes are not valid. Service changes are possible only on active user accounts.

2.4 Electronic and written applications are equivalent for fulfilling the purpose of this contractual relationship.

2.5 With the acceptance of the terms of use, e-GO provides a charging service that is charged in the scope and under the conditions agreed in the general terms of use.

2.6 By accepting the terms of use, the user gives explicit consent to the general terms of use of e-GO charger. After accepting the terms of use, a user account will be created for the user in accordance with the general terms and conditions of e-GO business. The user is aware that the service is chargeable and undertakes to pay e-GO for the services performed in the necessary scope and in accordance with the accepted offer, except in the case when e-GO expressly offers the services free of charge, in which case the right to mark the service as free at its own discretion assessment or jurisdiction of e-GO.

2.7 The use of services is possible only after the user account has been activated by e-GO.

2.8 According to the terms of use, e-GO is in a contractual relationship exclusively with the user who has accepted the rulebook on the terms of use. E-GO must fulfill its contractual obligations exclusively in relation to this user. e-GO shall not be liable to any other user for any damages incurred as a result of using the services.

2.9 If the user according to the terms of use and the actual user of the services are not the same person, the user according to the contract is directly responsible to e-GO for the actions of the actual user. In relation to e-GO, it is always considered that the obligations to e-GO are fulfilled or not fulfilled by the user according to the contract. The user is responsible for all activities he performs within his user account.

2.10 e-GO may reject the request to conclude a contract if it determines that the user has acted contrary to the provisions of the general terms of use or if he violates the terms of use or applicable regulations, and especially in the following cases: - if the user has outstanding obligations to e-GO; - if the user submits incomplete data, which e-GO requires when concluding contractual terms, or if he does not submit documents (copies) from which these data can be seen; - if e-GO has previously terminated the contractual relationship with the user due to breach of contractual obligations by of the user; - if there is doubt about the credibility of the user's identity or his legal or business capacity, his business activities or authorization or his ability to pay; - if there is a likelihood that the user abuses the services, participates in abuse or intends to abuse any of the e-GO services , or if it conceals the abuse of said services by a third party; - if the user falsified data or uses a stolen or forged means of payment; - if there is a possibility that the services of e-GO will be used by a third party against whom the above-mentioned reasons for refusal exist requirements for entering into a contractual relationship.

2.11 The information provided by the user in the contract must be true, accurate and complete.

2.12 The user can independently, through the application, make changes to personal data for the purpose of sending an e-invoice, i.e. change the selected payment method.

2.13 The user is obliged to immediately notify e-GO of any change in the given data (eg: contact data, change of bank card data or accounts through which business is conducted, etc.). The user is obliged to submit documents showing the new data he provides. If the user does not report the data change, e-GO can temporarily prevent the use of services or terminate the contractual relationship. All financial and legal consequences resulting from untimely notification of changes are borne by the user.

2.14 If the user does not inform e-GO about the data change, invoices and other messages sent to the user at the e-mail address that the user specified when concluding the contract are considered received.

2.15 In the event of any changes in the user's data, e-GO may request the re-filling of the subscription form or the conclusion of a new contract.

3. Use of e-GO charger services and limitations.

3.1 The user is obliged to use the e-GO charger services in accordance with:

- the contract,

- the general conditions,

- the e-GO instructions

- the valid regulations

- the annexes or special contracts with e-GO

3.2 The user is obliged to rights in relation to e-GO are exercised exclusively in a way and to the extent that is in accordance with the purpose of the guaranteed right and in accordance with the principles of fairness. If the user exercises his right in a different way, it is an abuse of this right by the user and a violation of the user's obligations from the contractual relationship, and the violator is liable to e-GO and third parties for all the resulting damage, including costs. Violation of the contractual relationship due to abuse is when, based on the expert assessment of e-GO, from the data available to e-Go, it is obvious that the user is not using the services in the correct way, unless the user proves that such use is correct.

3.3 If the user misuses the service by illegally interfering with the rights of third parties, e-GO is not responsible for the user's behavior.

3.4 The user is obliged to:

- refrain from all actions and interventions in the information infrastructure of e-GO that could lead to its improper operation or damage to its integrity,

- refrain from having a harmful effect on the infrastructure, processes and data of e-GO

- inform e -GO, without delay, for any disturbances, interruptions or damage to the charging stations within the charging network that the user discovers or is informed about during the use of the services;

- compensate the damage caused by the user intentionally or negligently to any charging station within the e-GO network by improper, rude or careless use or behavior,

- use the charging infrastructure in a way that does not restrict other users of the charging network,

- respect the instructions and guidelines of e-GO staff and/or colleagues when using the charging network and be available on the contact phone for emergency communication with e-GO.

3.5 For each unjustified request by the user for remote activation of charging by e-GO (unjustified activation of remote charging), the user will be charged a fee in accordance with the price list.

In particular, the unjustified activation of remote charging is considered an unjustified claim when the activation of the charging service is unsuccessful due to the fault of the user, because e.g. does not meet contractual obligations or other conditions for using the services of the e-GO charger application.

3.6 The user can shorten the service life of the charging infrastructure by improper handling. If the user of the charging station interrupts charging by pressing the emergency exit button more than three times consecutively or regularly (more than three times in one month), or if the user alternately uses several different user accounts, with which he interrupts or Pressing more than three repeatedly press the emergency exit button, e-GO charges the user a fee according to the price list or blocks the use.

3.7 When charging an electric vehicle at a foreign charging infrastructure, the user must comply with the general conditions and rules of the charging infrastructure operator.

3.8 The user is obliged to use the services exclusively for his needs.

3.9 e-GO may temporarily limit or suspend the provision of services:

- if due to an error, malfunction, natural or other accident or for similar reasons it is unable to provide services technically or in accordance with the law, or

- if this is necessary due to expansion, updating or maintenance work or

- if it is necessary for some other justified reason (e.g. protecting the interests of the user, protecting the interests of e-GO).

3.10 Limitation or interruption of the provision of e-GO services lasts as short as possible, taking into account the reason for the limitation or interruption and the technical possibilities of e-GO to eliminate this cause.

3.11 In order to protect the interests of users, prevent misuse and breach of obligations by contractors, or for other justified reasons, e-GO may limit or terminate access to certain parts of the charging infrastructure or all services.

3.12 e-GO charger users before the implementation of restrictions, warns of interruptions. If the user does not comply with the requirements and within the deadline, access to certain parts of the charging infrastructure or all services may be temporarily limited or terminated at the user's expense. Therefore, the limitation or interruption may be carried out at least:

- until all due obligations from the contractual relationship are settled;

- as long as he uses the services contrary to applicable regulations or the contract;

- until he stops violating the terms of the software license;

- until he fulfills the contractual obligations; - until he reports the change of data affecting the contractual relationship;

- as long as he allows or uses the provision of services by third parties persons;

- in other cases established by agreement.

3.13 e-GO can continuously monitor user costs arising from the use of services by automated means.

3.14 e-GO may temporarily and at the user's expense immediately and without prior warning limit or terminate access to some parts of the charging infrastructure or all services:

- if the user attempts to hack into the security systems of the e-GO network and thereby access data that he is not authorized to process ;

- if it causes technical or other disturbances;

- in order to protect the interests of the user, prevent misuse of services and in other exceptional cases, as soon as the possibility of misuse is discovered;

- does not respond to e-GO's measures (e.g. call, SMS, e-mail ),

- if there is a suspicion of abuse or illegal action.

3.15 If the user violates the contractual relationship or the General Terms or instructions or applicable regulations in such a way that the violation represents an immediate and serious threat to public order, public safety or public health or causes serious economic or operational problems, e-GO may without prior warning and without setting a deadline to terminate (or eliminate) the violation, the user can immediately limit or terminate the provision of services and at the same time withdraw from the contractual relationship.

3.16 e-GO reserves the right to terminate the charging session and remove the vehicle from the charging infrastructure at the user's expense if the user violates the provisions of these general conditions.

3.17 To use the services, the user must have appropriate communication equipment and a user account for the e-GO carrger application.

3.18 The user determines the username and password himself, the password is hidden from e-GO. The user is obliged to carefully protect usernames and passwords for accessing e-GO services. The user is obliged to use the password in accordance with the e-GO instructions. e-GO is not responsible for the consequences of using a password that is not in accordance with the instructions and for the consequences of possible misuse of the password by third parties. e-GO can change the password assigned to the user at any time, but must notify the user in advance.

3.19 All possible costs incurred as a result of misuse are borne by the user. The user is responsible for all consequences and damage that would occur due to misuse of services and their unauthorized use by third parties. In case of violation or misuse, the user must notify e-GO immediately.

3.20 In accordance with the general legal provisions on liability for damage, the user is responsible for all damage caused to e-GO in actions that are contrary to the General Conditions, contractual conditions, special written contracts or applicable laws and regulations. Behaviors on the basis of which responsibility for damage may arise include non-compliance with technical standards or recommendations for handling technical equipment, devices or resources.

3.21 e-GO is not responsible for costs, damages and other consequences (including loss of data) incurred by the user as a result of misuse by a third party.

3.22 e-GO is not responsible for damage caused by inappropriate, improper or inadequate use of services or equipment by the user, or due to the use of inappropriate own equipment by the user.

4. E-business

4.1 E-business is a way of doing business for e-GO through a website, e-mail or application. For this purpose, e-GO established an information system intended for the presentation and sale of goods and services to remote users. The owner and operator of the website is e-GO.

4.2 e-GO is not responsible for the content of any external or other website or application linked in any way. All links to other websites or applications are at the user's own risk and responsibility.

4.3 An order for the purchase of goods or services is binding when the user confirms the order in the e-GO charger application, unless otherwise expressly stated in the terms of the individual offer.

4.4 The user can access the conditions and confirm the completed orders for services in the e-GO charger application.

4.5 e-GO stores data from the contract concluded with the user.

4.6 In connection with the purchase of goods and services, the user can submit objections, comments, complaints and statements, within the time limits and in the manner established by applicable laws.

5. Care for the user

5.1 e-GO charger performs services and activities with the care of a good professional. e-GO records activities related to service provision in information support systems for monitoring service provision.

5.2 e-GO ensures the work of the departments responsible for: - contacts with users, - submission of complaints.

5.3 Help from e-GO technical support to users is free of charge.

Customer support only applies to the e-GO charger service and e-GO charging infrastructure used by the (guest) user. App vendors or their manufacturers are responsible for the operation of other apps and charging infrastructure.

5.4 Technical assistance provided by e-GO is not charged to the user.

5.5 e-GO provides the user with the ability to monitor and control the use of credit.

5.6 e-GO respects the privacy of user data as a confidential treatment to the greatest extent possible, as permitted by the nature of the technology, procedures in use and regulations. e-GO guarantees the confidentiality of the content of communications in accordance with applicable regulations.

6. Quality of services and liability for damages

6.1 Under normal conditions, e-GO provides services 24 hours a day and 7 days a week.

6.2 e-GO provides a charging service in accordance with the limitations and technical characteristics of each charger. e-GO or the provider of the charging service through the e-GO charger system reserves the right to limit the power, quantities or charging time at a particular charging point without liability to the user. e-GO is not responsible for power, amount or charging time limitations arising from the user's vehicle.

6.3 The Services are provided as they are and e-GO assumes no responsibility for the smooth operation of the Service, without errors. e-GO is not liable to the users of its services or filling stations for the consequences of the poor quality of its services and for the consequences of disruptions in the performance of its services, unless otherwise stipulated in the contract, terms of use or a separate written agreement between the parties, unless a different obligation is prescribed by law .

6.4 If e-GO is not the operator of the charging infrastructure, and the user only uses its service billing system, e-GO is not responsible for the adequacy and condition of the charging infrastructure.

6.5 e-GO is in no way responsible for indirect damage or lost profit, e-GO is not responsible for damage caused by the use of the e-GO charger system on the terminal equipment with which the system can be accessed, or on the vehicle, unless otherwise prescribed obligation by law.

6.6 The exclusion or limitation of e-GO's liability according to these General Terms and Conditions does not apply to consumers in the event that the exclusion or limitation of liability is in conflict with a mandatory regulation that establishes consumer rights.

6.7 The user reports all possible errors and disturbances in individual services by e-mail to the address: [email protected], and must indicate at which point of connection or service the error or disturbance is related to. You can also access the support department through the channels published on the e-GO website: www.e-go.ba

6.8 The user is solely responsible for the safe storage of data and the creation of appropriate backup copies of data or for other protection against data loss.

6.9 If the service was performed improperly, the user who is a consumer has the right to demand from e-GO:

- to remove the deficiencies in the service provided or

- to return part of the amount paid in proportion to the deficiency in the service provided or

- to repeat the service or

- to return the amount paid.

The consumer can request a complaint from this moment within 7 days from the day he discovered the actual error. e-GO is not responsible for material defects that appear after 1 year from the provision of the service.

In addition to the reasons stated in the applicable regulations, it is considered that the error is not real in the following cases:

- if the factual error is insignificant,

- if the actual failure is the result of an action from the user's sphere (e.g. non-compliance with the instructions, technical non-compliance of the vehicle or incompatibility or inappropriateness of the user's technical equipment ,...),

- if the material defect originates from the sphere of a third party on which e-GO has no influence, and there is no legal basis for this (e.g. interruption of the supply or distribution of electricity, non-functioning of telecommunication services, force majeure, non-operation or limitation of operation of the filling station of the charging service provider through the e-GO charger system,...).

7. Payment of charging through the services of the e-GO charger application

7.1. User identification and authorization before starting charging on the e-GO charger charging infrastructure is carried out by the following means of identification:

- identification card (RFID),

- "e-GO charger" mobile application,

- via the website www.e-go.ba,

- with a means of identification of the partner,

- another method of identification, which e-GO will subsequently enable.

Identification is a requirement for starting the charging service. After user identification, e-GO authorization follows, with which the e-GO charger system receives confirmation that a charging session can be started and a transaction can be made at the charging point.

7.2 The RFID card is one of the possible ways of identifying and authorizing the user before charging on the charging infrastructure integrated in the e-GO charger system. The card is payable. In case of loss, damage or malfunction, e-GO supplies the user with a new card upon his written request.

7.3 For the billing service provided, the user pays e-GO the amount calculated in accordance with the e-GO price list applicable at any time, or the host on whose charging infrastructure the charging session was performed. e-GO initiates the charging process by starting the charging of the vehicle after the successful identification and authorization of the user at the charging point. By initiating the billing service procedure, it is considered that the user has been given a request to perform the billing service, whereby the user, who is a consumer, is aware and agrees that he loses the right to terminate the contractual relationship if he initiates the service billing procedure before the expiration of 14 days from successful registration. The charging session ends by pulling out the charging plug.

7.4 By using the charging service, each user confirms that he is properly familiar with the price lists of the individual charging service provider through the e-GO charger system and that he agrees with the price of the charging infrastructure where he will perform the charging session.

7.5 In the user account, the user chooses the payment method for billing services: - "Top up and pay" or - "Pay in advance".

7.6 "Top up and pay" users of the top up service pay with a credit or debit card after previous successful registration, immediately after completing the top up service. A valid bank card is a condition for the start of the top-up, where e-GO reserves the funds to pay for the top-up service, in the amount of up to 20.00 KM, before the start of the top-up. Reserved funds are released after payment of a successfully completed billing session.

7.7 "Prepayment" users, as registered users, load certain funds into their user account before the first top-up service. Funds deposited in this way are used for immediate payment of successfully performed billing services. e-GO does not allow the return of deposited funds. The user can monitor the use of deposited funds within his user account. With a one-time payment, the user can pay a maximum of 80.00 KM, while the maximum possible amount of funds paid to the user's account is 100.00 KM. The minimum amount that a user can load into his account is 10 KM. The minimum amount that the user must have in the user account in order to enable the top-up service is 5.00 KM, otherwise the top-up service cannot be performed.

7.8 e-GO provides the user with an invoice for the top-up service provided, which is available to the user within the user account. At the user's request, e-GO can deliver the invoice as an electronic invoice. The user is obliged to notify e-GO of all changes that would affect invoicing and bears all responsibility and consequences for failure to do so.

7.9. The user is obliged to pay e-GO the price of each top-up and/or any subscription in accordance with the terms of use or the contract via the bank card used for registration or by paying the monthly bill (for business users). He pays for all other additional services in the same way.

7.10 e-GO charges the user of the services of the e-GO charger application on a current or monthly basis. The charging service is calculated according to the conditions of use or according to the contract and applicable usage tariffs based on the actual time or amount of charging on the charging infrastructure (charging price). For the provided charging service, the e-GO user pays an amount consisting of the charging price, which is calculated in accordance with the valid price list and the conditions of the operator of the charging infrastructure (e-GO or the guest) on which the charging was performed, as well as any roaming fee abroad for charging infrastructure.

7.11 The prices of billing services are determined and published in their price lists by the managers of the billing infrastructure. The amount of the possible roaming fee is published by e-GO. Toll infrastructure operators have the right to change prices.

7.12 Other additional services on the charging infrastructure that are paid for through the e-GO charger system are charged in accordance with the valid e-GO price list.

7.13 e-GO has the right to charge the billing service for each minute or kWh of the charging process. Charging starts the moment the user authorizes a charging session using their user account by pressing the start button on the charging station, or by connecting the charging plug or activating it with an RFID card or via an application. The user finishes charging by pressing the end button, pulling out the charging connector, at the charging station, deactivating with the RFID card, via the app, or stopping due to any activity on the vehicle, vehicle automatically or e-GO remote.

7.14 Top-up services are charged via the bank card used to create the user account, or registration in the form of cashless payment or for legal entities can be done with a monthly bill. With successful authorization and the start of billing, the user agrees to the conditions and payment procedure after the service has been performed. When using the filling service for the first time, each user confirms that he is properly familiar with the price lists and that he agrees with the filling price at the filling station where he will perform individual filling. Payment is made according to the invoice.

7.15 The user is obliged to ensure that the payment is made correctly. Otherwise, the user bears the consequences of the delay in posting the payment.

7.16 Direct payment of bills in e-GO in cash is not possible.

7.17 The data received from the operator of the respective charging infrastructure is used to charge for charging services.

7.18 An e-bill is sent to the user during each top-up, if the e-mail address was specified during user registration. The e-bill also appears in the application after using the e-GO charger service.

7.19 e-GO can compensate the claim it has against the user with what the user claims from e-GO. e-GO can issue a statement on the settlement of obligations when the legal conditions for this have expired.

If the user has not settled his due obligations to e-GO, but has a balance on the account or e-GO owes him something from any property, e-GO can offset its claims against the user with the user's claims against itself.

7.20 e-GO warns the user in writing, who has not paid the obligation within the deadline, of the delay and the consequences of the delay and reminds him to pay the debt no later than the deadline specified in the warning.

7.21 e-GO can send a reminder to the user via electronic communication channels (eg SMS, e-mail).

7.22 If the user does not settle his due obligations after the expiration of the additional deadline for fulfillment specified in the warning, e-GO may, in accordance with the SPU eM, stop providing services, which does not affect the user's obligations.

7.23 The user is responsible for the use of the services with his user account and is obliged to pay all fees for the services arising from the use of the same, regardless of who used them.

In case of abuse, the user is obliged to pay all costs for those billing services that were performed before the services were blocked, and no later than within 24 hours from the moment when e-GO received the user's notification at [email protected]. The same applies to all other costs arising from the loss or theft of the user's equipment, usernames or passwords.

7.24 e-GO stores and processes data on traffic, which is necessary for charging for services, until the expiration of the statute of limitations for charging for services. e-GO processes traffic data in accordance with the law regulating data protection.

7.25 If the user has outstanding obligations towards e-GO, e-GO can initiate a collection procedure against the user, which can be carried out by a third party for e-GO.

8. Objections to the decision or work of e-GO:

8.1 The user has the right to object to any decision/work of e-GO regarding rights and obligations.

8.2 The user has the right to file a complaint within fifteen (15) days from the day of notification of the decision or the activities undertaken.

The objection is considered timely even if it is submitted by registered mail on the last day of the appeal period. If the deadline expires on a Saturday, Sunday, holiday or non-working day, the objection is timely if it is submitted on the first following working day.

8.3 If the user does not file an objection within the set deadline, it is considered that he agrees with the decision or work of e-GO.

8.4 The objection must be submitted in one of the following ways:

- in writing to the e-GO address,

- to the e-mail address for receiving complaints [email protected]

8.5 e-GO can send its decision on the objection by e-mail to the address from which the user sent it, or to the e-mail address to which the user account is registered.

8.6 All disputes arising from the contractual relationship will be resolved by the Municipal Court in Sarajevo.

9. Termination of contractual relations

9.1 The contract concluded between e-GO and the user ceases to be valid due to:

- the expiration of the term for which the contract was concluded (if the contract was expressly concluded for a certain period of time),

- the termination or withdrawal of the user or e-GO from the contractual relationship ,

- the death of the user,

- the contract between e-GO and the user,

- other reasons in accordance with the contractual relationship or in accordance with the General Terms of Use or in accordance with applicable regulations.

9.2 e-GO may withdraw from the contractual relationship without prior notice:- if facts and circumstances occur on the part of the user of the service under the Agreement, the consequence of which, if they existed before the conclusion of the Agreement, would be that e-GO is not obliged to conclude the Agreement,

- if facts and circumstances occur on the part of the user of services under the Agreement that enable e-GO to withdraw from the Agreement in accordance with the Contractual Relationship or in accordance with the General Conditions of Use of the e-GO Charger or in accordance with applicable regulations,

- if the user does not fulfills the terms or obligations or otherwise violates the provisions of the Contractual Relationship or the terms of use of the e-GO charger or applicable regulations and does not comply with the requirements of e-GO within the prescribed period, even after receiving a warning,

- in case of changes in the network of electric charging stations which prevent further provision of the ordered service, of which the user is informed in advance.

9.3 after termination of the Agreement, the user must pay e-GO all obligations incurred up to the date of termination of the contractual relationship or disconnection of the service.

9.4 e-Go or the user may terminate the contractual relationship at any time by written statement with a notice period of 30 days. The notice period begins on the first day of the following month after the notice is sent.

9.5 Termination of the Agreement can be given to the other party of the contractual relationship through the application or sent by e-mail to the e-mail address specified by the user as his own, and must contain:

- user data: first and last name, user name, e-mail address used for registration;

- a detailed description of the reason for cancellation,

- the desired date of disconnection, otherwise the services will be disconnected from the next day after receiving the cancellation;

- contact information of the user;

- all other information that is absolutely necessary when canceling an individual service.

9.6 If e-GO cancels the contract because of the user, the user bears all the consequences of the termination of the contractual relationship, as if the user had canceled the contract.

9.7 e-GO may, within a reasonable time after the cancellation of Ugoor, exclude all additional services that were associated with the contractual relationship and delete the data related to them, which were saved in the context of each additional service.

9.8 e-GO reserves the right to terminate the contract and terminate the user account in relation to which no activity (top-up service) has been recorded in the last 24 months prior to cancellation.

10. Copyright and related rights, license to use.

10.1 The user does not acquire any copyright or related rights to the content offered to users by e-GO.

10.2 In the event that the user, when using e-GO services, also uses the software that e-GO makes available to the user, the user has the right and duty to use this software in accordance with the license conditions, established in these General Terms of Use. In the event that individual software has its own special license terms, the special license terms prevail over those written in the e-GO charger General Terms and Conditions.

10.3 e-GO or its licensor grants the user a non-exclusive license to use the software and related documentation downloaded by the user from the e-GO website or provided to the user by e-GO on a portable medium. The user may not copy or modify the service, device or equipment (hereinafter referred to as the product), except to the extent that the law does not permit the prohibition of such behavior. You may not reverse engineer, decompile, compile, decompile or create derivative works from the Product. The product may not be distributed, sold or sublicensed. The acquired license cannot be transferred to a third party.

10.4 Any use that constitutes a violation of the terms of the software license is grounds for withdrawal from the Agreement.

10.5 The user may terminate the license at any time by deleting the software and returning the product to e-GO. The license to use the software and the user's right to use the services terminate automatically and without prior notice from e-GO if the user violates any provision of this chapter or the license.

10.6 Unless expressly stated otherwise, the license automatically terminates in the event of the termination of the contractual relationship under which the user obtained the license, or if the user loses the right to use the service under which the user obtained the license.

10.7 Owners of copyrights, trademarks and other intellectual property rights on or in the product are e-GO or its licensors. By delivering the product and granting the license to the user, the exclusive right to use the product is transferred in accordance with the provisions of the General Conditions of Use of e-GO charger, as stated in this chapter.

10.8 The Software and Content are provided as is, without any representations or warranties of any kind. To the fullest extent permitted by law, e-GO disclaims any warranties of e-GO or e-GO licensors, including warranties that the product is free of defects, merchantable, of satisfactory quality, or of fitness for a particular purpose.

10.9 e-GO or its licensors are not responsible for any damage caused by the user's use of e-GO charger services when using the software.

11. Implementation of the charging service on the foreign charging infrastructure

11.1 The user can use the charging services as a guest.

11.2 The prices of the charging service at the host charging infrastructure (foreign charging infrastructure) are defined in the e-GO price list which is valid at all times.

11.3 When charging an electric vehicle at a foreign charging infrastructure, the user must also comply with the general conditions, rules and instructions of the host. These are generally available on each host's website.

11.4. The user's access to the foreign charging infrastructure or its use is conditioned by the correct functioning of the foreign charging infrastructure. e-GO is not responsible for the operation of foreign charging infrastructure.

11.5 Help and support in case of any problems when starting charging services on foreign charging infrastructure (e.g. when identifying the user) e-GO charger provides e-GO support. Hosting for e-GO charger users provides help and support only in case of charging problems related to the use of the charging station.

12. Use of the e-GO charger charging infrastructure while roaming

12.1 Using the e-GO charging infrastructure while roaming represents those individual fees for which users are not registered in the e-GO charger system, but are users of the e-GO charging infrastructure through the systems of others provider.

12.2 The rights and obligations relating to the guest user are specifically stipulated in the general conditions of the partner and these general conditions, which are applied accordingly.

12.3 Help and support in the event of any problems at the start of charging services on the e-GO charging infrastructure (e.g. when identifying the user) is provided to the user by his charging service provider (partner). e-GO offers assistance and support to guest users only in case of charging problems related to the use of the charging station.

13. Final provisions

13.1 e-GO may change the general conditions or prices of its services or the offer of its services or the content of its services or instructions or other conditions in the context of the performance of its services under a contractual relationship or other agreement at any time in accordance with the applicable regulations .

13.2 e-GO will notify users of changes to the terms specified in the Agreement or General Terms of Use of e-GO charger or other written agreements with a notice on its website and electronic written notice or in the e-GO charger application.

13.3 If the user continues to use the services after receiving the notice of change of conditions, it is considered that he agrees with the changed conditions.

13.4 If the user does not agree with the amended General Terms of Use, he may withdraw from the contractual relationship without prior notice within 15 days from the date of entry into force of the new Terms of Use by sending a written statement to the e-mail address [email protected] e-mail GO can offer the user the continuation of the contractual relationship under the previously valid conditions between the parties.

13.5 In the event that any part of the contractual relationship or these general conditions of use is found to be inadequate, illegal or invalid, this does not affect the other parts that continue to be used and regardless of the inappropriate part.

13.6 The general conditions of use of e-GO charger have the nature of a contract and are an integral part of the contractual relationship.

13.7 The Agreement and these General Terms and Conditions shall be implemented and interpreted in accordance with the applicable laws of Bosnia and Herzegovina, excluding the provisions of private international law or any conflict of law provisions.

13.8 The operator and the user undertake to do their best to resolve all disputes arising from these General Terms and Conditions or contractual relations, which are resolved amicably. In accordance with the law of Bosnia and Herzegovina, all unresolved disputes that arise in connection with these General Terms and Conditions will be resolved by the competent Municipal Court in Sarajevo, and if the user is a consumer, the competent court is determined according to the regulations governing jurisdiction in disputes from consumer contractual relationships. .

13.9 In relation to the contractual relationship from these General Terms and Conditions, the operator does not recognize any provider of out-of-court resolution of consumer disputes as competent to resolve a consumer dispute that the consumer could initiate in accordance with the regulations on out-of-court resolution of consumer disputes.

13.10 e-GO reserves the right to correct obvious errors and contact information in the General Terms of Use of e-GO charger, without notifying the user. Corrections do not have the effect of changing the General Terms of Use.

13.11 These terms and conditions come into force on 1.3.2024. As of this date, the previous general conditions that regulated the use of the services in question cease to apply.