GENERAL TERMS AND CONDITIONS OF THE ONLINE STORE
PIVOVARNA LAŠKO UNION D.O.O., Pivovarniška ulica 2, 1000 Ljubljana, VAT ID: SI 90355580 (“the Company”), hereby sets out the general terms and conditions governing the use of the online store and website www.union-experience.si (“Terms of Business”).
1. DEFINITIONS AND INTERPRETATION
1.1 Unless expressly stated otherwise:
· The definitions provided in this section shall have the same meaning throughout the document.
· Singular includes the plural and vice versa.
· Masculine includes feminine and vice versa.
Website means www.union-experience.si, including its subpages.
Online Store means the store available on the Website.
Terms of Business means these general terms and conditions for the use of the Online Store and form an integral part of the Contract.
Contract means a contract concluded between the Company and the User for the purchase of a Product.
Product means goods, services, digital content, or digital services offered by the Company in the Online Store.
Company or Seller means the entity identified as such in the introduction to this document.
User means any person visiting the Website, regardless of whether they purchase a Product.
Consumer means a natural person who purchases Products on the Company’s Website for purposes outside their trade, business, or profession.
Parties means the Company and the User.
ZVPot-1 means the Consumer Protection Act (Official Gazette of the RS, No. 130/22, as amended).
ZIsRPS means the Act on Out-of-Court Settlement of Consumer Disputes (Official Gazette of the RS, No. 81/15, as amended).
1.2 Additional terms may be defined later in the document, indicated in bold.
1.3 In the event of a conflict, the following hierarchy applies:
(i) mandatory statutory provisions;
(ii) provisions of the Contract;
(iii) provisions of these Terms of Business; and
(iv) non-mandatory statutory provisions.
2. INTRODUCTORY PROVISIONS
2.1 By using the Website, the User confirms they have read, understood, and agreed to comply with these Terms of Business.
2.2 Orders cannot be placed without the User’s express prior agreement to these Terms. The version in force at the time of placing an order shall apply.
2.3 The Website may not be used by persons under 18 or by persons with limited legal capacity without the consent of their legal guardian. Use of the Website constitutes confirmation that the User has full legal capacity or meets these conditions. The Company may request proof at any time and reserves the right to require guardian consent or withdraw from the Contract if consent was not obtained.
2.4 Questions, information, feedback, and complaints may be submitted via telephone on +386 41 303 050 during business hours (Tuesday to Friday, 1 pm – 5 pm) or by email at union.experience@heineken.com.
2.5 The User bears all costs associated with using these means of communication.
2.6 For information on cookies, please refer to the Cookie Policy.
3. PRODUCT INFORMATION
3.1 Each Product listed in the Online Store is displayed with its price. Availability and a description may also be provided. The Company will endeavour to ensure the information is complete and accurate but shall not be liable for any loss arising from any inaccuracies or omissions.
3.2 Upon receiving an order, the Company may verify the accuracy of the information and, if found to be incorrect, may reject the order. In such a case, the User will be notified.
4. ORDERING INSTRUCTIONS
4.1 Users may create an account in the Online Store to simplify the shopping process.
The Company determines which details are mandatory to create an account. If the User refuses to provide the required information, the account cannot be created.
Once registered, the User’s details will be stored, avoiding the need to re-enter them for future purchases.
4.2 Users may also shop as guests, without registration. For each order, they must provide the information required by the Company to fulfil the order.
If the User refuses to provide the necessary information, the order cannot be placed.
4.3 All Products marked as available may be added to the User’s shopping basket, where quantities can be adjusted or items removed.
Before completing the purchase, the User must check their personal information, provide payment details, and, if required, select a delivery method.
4.4 By placing an order, the User submits a binding offer to the Company. At this stage, changes to the order or information in the Online Store are no longer possible. Orders can only be placed after confirming agreement with these Terms of Business and the Website’s Privacy Policy.
If the Company accepts the offer, it will send confirmation by email, at which point a Contract is formed, supplemented by these Terms of Business.
4.4 The Company will provide the invoice for the ordered Products electronically to the User’s email address. The invoice will itemise the price and all other costs associated with the purchase.
4.5 The Company will store the text of the Contract and will, upon request, provide it to the User for up to two years after its conclusion.
5. PRICE AND PAYMENT TERMS
5.1 Each Product is listed with its price or method of price calculation where a fixed price cannot be determined in advance. All prices are in euros. The Company reserves the right to change prices.
5.1.1 The Company is a VAT-registered business; all prices stated include VAT.
5.1.2 The Company may from time to time issue promotional codes, entitling the User to a discount or other benefit. Only one promotional code may be used per purchase. The conditions of use will be specified when the code is issued. The User may enter the code in the designated field before placing the order.
5.2 Payment methods available are listed at checkout. No other payment methods are accepted.
6. DELIVERY OF GOODS
6.1 For certain Products, the Company may indicate an expected dispatch and delivery date; however, such dates are not binding. The Company will endeavour to deliver orders as promptly as possible.
6.2 The estimated delivery period begins once the Company accepts the order. For orders placed on weekends or public holidays, the period will start on the next working day.
If the final day of the delivery period falls on a Saturday, Sunday, or public holiday, the deadline will be extended to the next working day.
6.3 If there is a delay in delivery, the User will be informed immediately. The User may request that the Company deliver the goods, in which case the Company will provide a reasonable additional delivery period. If the Company fails to fulfil its obligation within this additional period, the User may withdraw from the Contract.
If not all items ordered are in stock at the time of acceptance, the Company may dispatch the available goods first and send the remaining items later at no additional cost to the User. Should the User withdraw from the Contract after payment, the Company will refund the purchase price.
6.5 Delivery methods available are listed at checkout. No other delivery methods are offered.
The Company will charge delivery costs as indicated when the User selects the delivery option.
6.6 Upon receipt, the User must inspect the goods and promptly notify the Company of any defects. If the package or goods are visibly damaged, incomplete, or appear to have been tampered with at the time of delivery, the User must immediately inform the delivery service.
7. VISIT TO THE UNION EXPERIENCE MUSEUM
7.1 The User may purchase tickets for the Union Experience museum through the Online Store. The purchase requires the selection of a visit date and time.
7.2 The ticket holder may reschedule the visit to a later date up to 24 hours before the scheduled visit by emailing union.experience@heineken.com. The visit date can only be changed once.
7.3 If the ticket holder arrives late or fails to attend the scheduled visit, they are not entitled to a replacement date or a refund.
7.4 If the Company is unable to hold the visit at the scheduled time, it will notify the User using the contact details stored in the User’s profile or provided at purchase. The User may cancel within two working days of receiving the new date and receive a refund.
8. TABLE RESERVATION
8.1 The User may book a table at Pivnica Union (Celovška cesta 22, 1000 Ljubljana) through the Website.
8.2 A reservation can only be made if a table is available at the requested time.
8.3 Table reservations are binding and cannot be rescheduled.
8.4 The Company may require a deposit for table reservations. This deposit will be deducted from the total bill for food and beverages ordered at Pivnica Union.
If the User is 15 minutes late or more, the Company is not obliged to hold the table or refund the deposit.
9. WARRANTY FOR CONFORMITY OF GOODS
9.1 The rights in this section apply only to Consumers.
9.2 Statutory warranty rights are governed by Articles 71 to 87 of the ZVPot-1.
9.3 The Company is liable for any lack of conformity existing at the time of delivery and that becomes apparent within two years, provided the Consumer notifies the Company within two months of discovering the defect.
9.4 For second-hand goods, the Company and Consumer may agree to a shorter liability period, which must not be less than one year. Any such shorter period will be stated in the product description.
9.5 The Consumer must describe the defect in detail in the notification. The notice may be delivered in person (in which case the Company will issue a receipt), sent by post, or given to an authorised representative. The Consumer must allow the Company to inspect the goods in question.
9.6 If the existence of the defect is disputed, the Company will notify the Consumer in writing within eight days of receiving the warranty claim.
9.7 In the event of non-conformity, the Consumer may, in the order set out in Articles 82 and 83 of the ZVPot-1:
· require the Company to bring the goods into conformity free of charge;
· request a proportionate reduction in the purchase price; or
· withdraw from the Contract and request a refund.
9.8 Withdrawal is not permitted if the defect is minor.
9.9 Where the Consumer withdraws, the Company must refund the price immediately and no later than eight days after receiving the goods or proof that the goods have been returned.
9.10 Where the Consumer requests a proportionate reduction in the purchase price, the Company must refund the amount within eight days of receiving the request.
10. WARRANTY FOR CONFORMITY OF SERVICES
10.1 The rights in this section apply only to Consumers.
10.2 Statutory rights relating to the conformity of services are governed by Articles 99 to 102 of the ZVPot-1.
10.3 The Company is liable for any lack of conformity existing at the time of performance, provided the Consumer notifies the Company within two months of discovering the defect.
10.4 The Consumer must describe the defect in detail in the notification. This may be given in person, sent by post, or delivered to the Company’s authorised representative.
10.5 If the existence of the defect is disputed, the Company will notify the Consumer in writing within eight days of receiving the claim.
10.6 In the case of non-conformity, the Consumer may:
· request re-performance of the service;
· request a proportionate reduction in the price; or
· withdraw from the Contract and request a refund.
10.7 Withdrawal is not permitted if the defect is minor.
10.8 If the defect is not disputed, the Company must comply with the Consumer’s request as soon as possible and within eight days at the latest.
11. GUARANTEE
11.1 Goods are covered by a guarantee if such a guarantee is required under the Regulation on Goods for which a Guarantee of Proper Functioning is Issued (Official Gazette of the RS, No. 142/22, as amended).
11.2 Other Products are covered by a guarantee only if this is indicated in the product description in the Online Store. If no information is given, the Product either has no guarantee or the information is not available at the time; in the latter case, the User may contact the Seller for details.
11.3 If the Seller provides the Consumer with a guarantee certificate, whereby the manufacturer or Seller undertakes that the Product will function properly for a specified period from delivery, and the Product does not function as such, the Consumer may, within the guarantee period, request repair or replacement free of charge from either the Seller or manufacturer. If the guarantee is issued by the manufacturer, the Consumer may claim directly from the manufacturer or its authorised service provider.
The guarantee is valid only if the instructions in the guarantee certificate are followed and proof of purchase is provided. Guarantee periods and other conditions are stated in the guarantee certificate or on the invoice.
12. WITHDRAWAL FROM THE CONTRACT
12.1 The rights in this section apply only to Consumers.
12.2 The Consumer’s right to withdraw from a contract is governed by Articles 134 to 146 of the ZVPot-1.
12.3 For contracts concluded at a distance or off-premises, the Consumer has the right to notify the Company within 14 days of their decision to withdraw, without having to give a reason.
12.4 The Consumer has no right to withdraw from contracts for:
· goods or services whose price depends on fluctuations in the financial market beyond the Company’s control and which may occur within the withdrawal period;
· goods made to the Consumer’s specifications or clearly personalised;
· goods that are perishable or have a short shelf life;
· services that the Consumer has expressly agreed to begin during the withdrawal period, provided the Company has fully performed the service and the Consumer has acknowledged they will lose the right to withdraw;
· sealed audio or video recordings or computer software once unsealed after delivery;
· newspapers, periodicals, or magazines, except for subscription contracts;
· sealed goods that are unsuitable for return due to health protection or hygiene reasons and have been unsealed after delivery;
· goods that, by their nature, are inseparably mixed with other items;
· alcoholic beverages where the price was agreed at the time of contract but delivery is more than 30 days later and the value depends on market fluctuations beyond the Company’s control;
· public auction contracts;
· urgent home repairs or maintenance specifically requested by the Consumer, except for additional services or goods not essential for the repair;
· accommodation not intended for permanent residence, transport of goods, car hire, catering, or leisure services where the Company undertakes to provide the service on a specific date or within a specified period;
· digital content not supplied on a tangible medium, if performance has begun with the Consumer’s express consent and acknowledgment of losing the right to withdraw, and the Company has provided the required confirmation in accordance with the ZVPot-1.
12.5 For contracts for the purchase of goods, the withdrawal period begins when:
· the Consumer or a third party nominated by them (other than the carrier) takes physical possession of the goods;
· the Consumer or such third party takes possession of the last item where the order includes multiple goods delivered separately;
· the Consumer or such third party takes possession of the last lot or piece where the goods are delivered in multiple lots or pieces;
· the Consumer or such third party takes possession of the first item where the goods are delivered regularly over a period of time.
12.6 For service contracts, the withdrawal period begins on the date the contract is concluded.
12.7 If the Consumer withdraws after requesting that the Company begin the service during the withdrawal period, they shall pay an amount proportionate to the work performed up to the time of withdrawal, calculated on the basis of the total contract price or, if excessive, the market value.
12.8 The Consumer may notify the Company of withdrawal by using the form provided in Article 138 of the ZVPot-1 (available at http://www.pisrs.si/Pis.web/npb/2022-01-3419-p2.pdf) or by any clear statement of their decision to withdraw.
12.9 If the Consumer has received the goods and withdraws from the contract, they must return or hand them over to the Company or to a person authorised by the Company without delay and no later than 14 days after giving notice of withdrawal, unless the Company offers to collect the goods. The return deadline is met if the goods are sent back before the 14-day period expires.
12.10 The Consumer shall bear only the direct cost of returning the goods.
13. SECURITY
13.1 The Website and data transfers are protected by appropriate technical and electronic safeguards. The Company uses suitable technological and organisational measures to secure the transmission and storage of personal data, including payment details, in accordance with agreements with its payment service providers.
13.2 The Company undertakes to take all reasonable security measures to protect customer data during ordering. However, the Company accepts no liability for any data theft under these conditions.
13.3 Further information on data protection may be obtained from the Company using the communication channels set out in Section 2.
14. COPYRIGHT AND INDUSTRIAL PROPERTY RIGHTS
14.1 All content on this Website and all related intellectual and industrial property rights, including copyrights and trademarks, are owned by the Company or its affiliated legal entities and business partners. Without prior written consent from the Company or another lawful rights holder, no content may be copied, reproduced, republished, transmitted, altered, or distributed.
15. DISCLAIMER
15.1 The content and information on this Website are provided by the Company for informational purposes only. The Company endeavours to keep materials on the Website up to date but is not liable to the User or any third party for any loss arising from access to or use of such materials or information.
15.2 Where exclusion of liability is not fully permitted by law, liability is limited to the maximum extent allowed. In such cases, the Company’s liability shall not exceed the total amount paid by the User to the Company for any reason in the year preceding the event giving rise to the claim.
16. LINKS TO OTHER WEBSITES
16.1 Where the Website contains links to external websites outside the Company’s control, the Company accepts no responsibility for their content. Accessing and using such sites is entirely at the User’s own risk (including their content, products, and services). Users are advised to review the terms of use and privacy policies of such sites.
17. DATA PROTECTION
17.1 Information on how the Company processes personal data collected via the Website is available in the Privacy Policy.
18. COMPLAINTS AND DISPUTES
18.1 In the event of product non-conformity or other issues, the User may lodge a complaint using the communication channels set out in Section 2. Complaints will be handled confidentially. If a complaint is rejected, the Company will provide reasons for the decision.
18.2 The EU online dispute resolution platform is available at: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=SL
18.3 The Company seeks to resolve disputes amicably. If this is not possible, disputes shall be subject to the jurisdiction of the competent court at the Company’s registered office and governed by the law of the Republic of Slovenia.
18.4 The Company does not recognise any out-of-court dispute resolution body as competent for resolving consumer disputes that may be initiated by the Consumer under the ZIsRPS.
19. FINAL PROVISIONS
19.1 Amendments and supplements to these Terms or the Contract are valid only if made in writing.
19.2 Unless expressly agreed otherwise, neither Party may transfer the Contract or any rights arising from it to a third party without the prior written consent of the other Party.
19.3 If any provision of these Terms or the Contract is found to be invalid or unenforceable, this shall not affect the validity of the remaining provisions. The Parties shall endeavour to replace any invalid provision with a lawful one that best reflects the original intent.
19.4 The fact that a Party does not insist on the enforcement of these Terms or the Contract in the event of a breach shall not be construed as consent to the breach or as a waiver of any claims.
19.5 The Company reserves the right to amend these Terms. All amendments will be published on the Website.
Date: 12.08.2025
