Serbia: Terms and Conditions for Western Union ® Online Money Transfer Services

IT IS IMPORTANT FOR YOU TO READ AND UNDERSTAND OUR TERMS AND CONDITIONS BEFORE YOU ACCEPT THEM. THEY CONTAIN LIMITATIONS ON THE SCOPE OF WESTERN UNION AND SERVICE PROVIDER’S OBLIGATIONS TO YOU, AS WELL AS LIMITATIONS AND EXEMPTIONS FROM WESTERN UNION AND SERVICE PROVIDER’S LIABILITY TO YOU FOR DAMAGE THAT YOU MAY SUFFER AS THE RESULT OF A WESTERN UNION ONLINE MONEY TRANSFER. THE RESPECTIVE PROVISIONS ARE HIGHLIGHTED IN BOLD. IN USING THE WESTERN UNION ONLINE SERVICE YOU AGREE TO COMPLY WITH THESE TERMS AND CONDITIONS AS WELL AS ANY APPLICABLE LAWS.

1.ABOUT US

The Western Union® Online Service is offered by Tenfore d.o.o. Belgrade situated at 60 Dobračina Street, 11000 Belgrade (“Tenfore”), a Western Union partner (as described below) and a payment institution holding license no 700 dated September 28, 2015 issued by NBS Executive Board pursuant to decision no 83.

Western Union Online Service is offered by Tenfore through a network of authorized and registered agents of Tenfore (“Agents”). The list of Tenfore Agents can be found on the web pages of Tenfore www.tenfore.rs and the National bank of Serbia www.nbs.rs. Agents offer the Money Transfer Service in the name of and on behalf of Tenfore. Tenfore offers the Money Transfer Service in cooperation with Western Union Network (France) SAS (“Western Union”). Tenfore offers the Western Union Online Service based on payment institution license in its own name and on its own behalf in cooperation with Western Union and under a license to use the Western Union® brand. The operations of payment institution Tenfore and the provision of the Money Transfer Service in Serbia are supervised by the National Bank of Serbia, with the address at 12 Kralja Petra Street and 17 Nemanjina Street, 11000 Belgrade. Please see more information at www.nbs.rs

Money Transfer transactions can be sent and picked up at most locations of Western Union agents, partners or representatives (collectively “Partners”) worldwide. Some locations are open 24 hours.

2. TERMS OF SERVICE – The present terms of the Western Union Online Service (“Terms”) define the terms and conditions under which Tenfore and Agents provide the Western Union Online Service to the customer (sender and/or recipient). An integral part of these Terms is the Price List of fees for Western Union Online Service and the (“Price List”) Notice on the collection and processing of data from clause 15 of this Terms .

Tenfore publishes these Terms in Serbian in its business premises where it offers services to customers, at the counters and at the points of sale of its Agents and on its website www.tenfore.rs. Tenfore assumes obligations towards customers only in the manner and under the conditions provided under this Terms.

You must be at least 18 years old and hold a payment card, issued in Serbia, to use the Western Union Online Service.

By signing Framework Agreement you are allowed to use Western Union Online Service continuously, through a website without a physical presence at the locations of the Paying institution or agent. Framework agreement with Payment institution can be signed at the location of the Paying institution’s agent, where the identification process is carried out, in accordance with regulations. The identification process is performed by inspecting your valid ID, along with entering data necessary for creating a User Account and continued use of the Online Service in terms of individual online payment transactions. After the signing of the Framework Agreement, you will be able to use your User Account on the Website in accordance with the Terms and Conditions and the Terms of User Account Registration on the Website, which are an integral part of the Framework Agreement. Upon expiration of the validity period of the identity document on the basis of which the identification or alteration of any information relevant to the use of the Service, you will be prevented from using the User Account on the Website until you re-identify at the locations of the Payment Institution or Representative, or until you provide the necessary documentation regarding changes. In case Tenfore can not obtain adequate evidence of your identity, it is not obliged to process an individual Online Service transaction. A list of agents, with addresses and contact information, where you can sign the Framework Agreement, can be found on the following website https://serbia.westernunion.rs/send_money. The amount of online transactions is limited to 200,000 dinars.

2. SERVICE AND CONSENT – By signing Framework Agreement client is allowed to use Western Union Online Service continuously, through his User Account on the Website, to make an unlimited number of online transactions, or individual online transactions within the limits of the Framework Agreement, and while respecting the limitations in terms of the maximum amount – 200.000,00 RSD per transaction.

Tenfore is obliged to make the following information easily available to the customer:

1) mandatory information required to be provided by costumer in order to create a User account and correctly execute online money transaction, as individual payment transaction;

2) time frame for execution of the online money transfer, unless at the time of the conclusion of the Framework Agreement it does not dispose of this information, as it is a payment service provider of a recipient in a third country; in this case, the customer will be provided with information on the expected time of execution of the money transfer (for more details see point 5 of these Terms);

3) the amount of all fees charged by Tenfore to the customer for the execution of the online money transfer, if Tenfore collects these fees collectively, and in such case, the type and amount of each individual fee constituting the collective fee;

4) in case of currency exchange, the currency exchange rate, or the reference exchange rate that Tenfore uses for the execution of the money transfer (for more details see Clause 9 of this Terms);

Consumer consent to the execution of an individual online transaction that will be executed on the basis of the Framework Agreement, is given by entering the data from the payment card and selecting the option Confirm payment through the User account on the website.

By giving Tenfore consent in one of the above way, it shall be considered that the customer has read and understood all the constituent parts of the Framework Agreement and has been informed of their content, i.e that he agrees on the content of this Terms, including the conditions for processing and the execution of individual online transactions. The customer is responsible for the accuracy and completeness of the data provided for the purpose of User Account Registration on the Website and execution of online transaction. Customers have at disposal this Terms at the locations of Tenfore and of the Agents and on its website www.tenfore.rs.. Unless the applicable law in the receiving country requires otherwise, the sender shall bear all fees for the execution of the money transfer. In some destinations, payment of money transfers may be subject to local taxes and/or service charges. The Western Union Online Service consent given in one of the above described method results in an approved payment transaction, i.e online transaction. Tenfore will make the online transaction only if the customer has given consent prior to its execution. If there is no consent/ of the customer for the execution of the transaction, the same will not be executed. Tenfore is deemed to have executed a transaction which is the subject of Western Union Online Service when the amount of the money transfer is made available to Western Union , Partners and Agents, in the sense that the recipient can receive funds (that are subject to the relevant Money Transfer Transaction) by providing the necessary information and documentation on the relevant Money Tansfer transaction to representatives of Western Union, the Partners and Agents, which information the ricipient obtained from the sender.4. INFORMATION AFTER RECEIPT AND EXECUTION – Tenfore is obliged, immediately after processing online transaction, to provide, or make easily available to the customer – sender, information about:

1) reference number and information pertaining to the recipient;

2) amount of online transaction in the currency in which the payee’s bank account is charged or in the currency in which the cash is made available to the Payee

3) the amount of any fee charged to the sender of the money transfer for the execution of the transaction, and if Tenfore collects these fees collectively, in such case, the type and amount of each individual fee constituting the collective fee;

4) if a currency exchange is converted, the exchange rate as well as the amount of the money transfer after the exchange of the currency;

5) the date of receipt of the Sending Money Form.

5. EXECUTION DEADLINES – Tenfore does not open accounts for customers. Tenfore accepts and executes payment orders for execution of the online transactions 24 hours a day.

The Sending Money Form for the execution of the payment transaction is considered received when Tenfore receives an order/request directly from the Users Account along with the funds of the Payer to be transferred to the Payee and transaction fees. The deadline for execution of the payment order is the time period from the moment of receipt of the Sending Money Form to the moment when the payment order contained in the same will be executed, i.e. in which the payment of the same is expected to be executed. Online transactions are usually available in a few minutes for pick up by the receiver, however funds may be delayed or services unavailable based on certain transactions conditions, specifically the sent amount of the money transfer, destination country of the money transfer, currency availability, regulatory issues, identification requirements, Agent’s and Partner’s location hours, differences in time zones, or selection of delayed options. The maximum completion time for regular money transfers is 15 minutes. The Money Transfer Service “Next Day” / “2 Days” and account-based Money Transfer Service are available upon request in limited amount of countries. The maximum completion time for the execution of Money Transfer Service “Next Day” / “2 Days” is 24 and 48 hours respectively subject to the provisions of this clause and Clause 7 of this Terms. Account-based transfers generally take 5 business days maximum subject to the provisions of this clause and Clause 7 of this Terms. The maximum completion time for transfers to mobile wallets is 15 minutes subject to the provisions of this clause and Clause 7 of this Terms.

Tenfore reserves the right to depart from these deadlines in emergency situations. An emergency situation is considered to be any reason of Force Majeure, due to which Tenfore is not technically able to process the transaction, in accordance with the law. Tenfore shall be released from responsibility for extending the execution deadline or failure to process the transaction when this is the reason for the implementation of measures in accordance with the regulations on the prevention of Money Laundering and Financing of Terrorism, as well as other regulations and state measures. In the event of delay in the execution of transactions due to the occurrence of an emergency situation or applicable regulations or state measures, Tenfore does not owe interest or any other form of compensation to the customer.

Exceeding amount limitations, regulatory restrictions or other restrictions in certain countries may delay the execution of the transaction. Tenfore, Agents, Western Union and its Partners do not act as representatives of any bank for any purpose and do not accept deposits on behalf of any bank. For details please call the number indicated in Clause 16 of this Terms.

The Western Union Online Service provides various options to receive funds including cash at an agent location, direct to a bank account or to a mobile phone, where available. Online transactions will normally be paid in cash, but some Partners will pay by cheque or a combination of cash and cheque or may offer or the receiver may choose other ways to receive funds and some money transfers may be paid to accounts. All cash payments and other ways to receive funds are subject to availability. Where funds are to be paid out in cash the Receiver must provide to Tenfore, Agents and Partners adequate proof of his or her identity in addition to all Transaction details required by Western Union, Tenfore and Partners in particular the name of the Sender, the country from which the money was sent, the name of the Receiver, the approximate amount of money transferred and any and all other conditions and requirements that are mandatory for the funds to be paid out, such as the MTCN and any other conditions or requirements applicable at the Tenfore, Agent or Partner location. The sender authorizes Tenfore, Agents, Western Union and its Partners to honor the receiver’s choice of method to receive funds even if it differs from the sender’s .The payment of funds to be collected will be made to the Receiver that Western Union or its agent deems entitled to receiving the money following verification of the identification documents. Payments may even be effected if the Transaction information provided by the Receiver contains minor mistakes. Neither Western Union nor its agents compare the address details of the Receiver. The receiver will be required to provide identification document to receive funds in cash .The Receiver may also be asked to answer a test question in order to receive the funds. A test question and answer are mandatory for all online transactions to South Africa. Test questions do not constitute an additional security feature and cannot be used to time or delay the payment of a money transfer and are prohibited in certain countries. For Transactions to a bank account or to a mobile phone Western Union will transfer the funds to the account based on information provided by the Sender.

LIMITATIONS – Applicable law prohibits money transmitters from doing business with certain individuals or countries; Western Union Tenfore, Agents, and its Partners are required to screen all Transactions against lists of names provided by the governments of the countries and territories in which We do business, including the Administration for the Prevention of Money Laundering of the Republic of Serbia in accordance with Serbian Law on the Prevention of Money Laundering and the Financing of Terrorism, the US Treasury Department’s Office of Foreign Assets Control (OFAC), the European Union. If a potential match is identified, Tenfore, Agents, Western Union and its Partners researches the Transaction to determine if the name matched is indeed the individual on the relevant list. For this purpose, Service Provider and Western Union are entitled to request from the Sender or the designated Receiver additional details and proof of identification which may cause the Transaction to be delayed compared to the maximum completion time indicated in Clause 5 of this Terms. This is a legal requirement for all Transactions processed by Tenfore, Agents, Western Union and Partners. Tenfore and Western Union may refuse to perform transactions with customers for whom has assessed with customers for whom has assessed, in accordance with the applicable laws, that there is suspicion for prevention of Money Laundering and Financing of Terrorism.

8. Transfer Fees: All transaction fees are contained in the Price List which is an integral part of these Terms. The payer shall bear all the costs necessary for the execution of online remittances, unless otherwise applicable by the applicable law in the country of destination. In the event that applicable legislation so requires, online money orders may be subject to local taxes and fees for services. Information explaining how Service Provider charges the Sender for making a money transfer is available on the Website and is shown to the Sender prior to completion of the money transfer transaction. The specific transfer fees for a money transfer transaction are indicated in the “Send Money Online” field at https://serbia.westernunion.rs/send_money, in the form of a financial summary and are shown when the destination country , and the amount to be transferred are entered, along with payout method, but prior to giving consent to the execution of the individual online transaction.. The pricelist, which is an integral part of these Terms, also contains the fees charged by Tenfore. The Sender shall bear all fees due to complete the money transfer unless applicable law in the destination country requires otherwise. In case it is required by the applicable legislation money transfer payments may be subject to local taxes and service charges.

9. Foreign exchange

a. Money transfer payments will normally be made in the currency of the destination country (in some countries payment is available only in an alternative currency). In addition to the transfer fee applicable to each transfer and if the currency which the sender presents to Tenfore, Western Union or Partner is not the currency to be received by the receiver, all currency is converted at Western Union’s then current rate of exchange. The currency will be converted at the time of transfer (i.e.dispatch of the money transfer) and the receiver will receive the foreign currency amount shown on the Sending Money Form. In Serbia, and in a few countries where local regulations require, the currency is converted at the time the receiver is paid, in which case the exchange rate and any amounts shown on the Sending Money Form may be subject to exchange rate fluctuations between the time of transfer and the time the receiver collects the funds . Western Union calculates its rate of exchange based on commercially available interbank rates plus a margin. Most exchange rates are adjusted several times daily in line with the relevant closing rates of global financial markets. The exchange rate applied may be less favorable than some publicly reported commercial exchange rates used in transactions between banks and other financial institutions. Any difference between the currency exchange rate offered to customers and the currency exchange rate received by Western Union will be kept by Western Union (and, in some instances, its Partners) in addition to the transfer fees Additional information about exchange rates for specific destination countries can be obtained by calling the number indicated in Clause 16 of this Terms.

9.1. Sending and receiving in countries that provide payment in multiple currencies: Senders must select the currency of payment at the time the send money transaction is made. The transfer fee and the money Western Union (or its Partners, mobile phone or account provider) makes when it changes the funds into foreign currency may vary based upon the payment currency selected.

In Serbia, an in some countries it is possible to decide to receive the funds in a currency different from the one that the sender selected. Western Union (or its Partners, mobile phone or account provider) may make additional money when your funds are converted into the currency selected by the receiver.. 9.1 SMS – Western Union or Tenfore may offer free SMS notification in some countries to indicate (to the Sender) that the transferred funds have been collected by the Receiver or that funds are available for collection (to the Receiver). Charges applied by the telephone service provider are the exclusive responsibility of the Sender or Receiver. Western Union is not responsible for any charges associated with SMS messages. If permitted by applicable law, the SMS will be sent to the Sender’s and/or the Receiver’s mobile number provided at the time of transaction. Western Union will send SMS messages to a gateway for forwarding, however forwarding is the responsibility of third parties, and cannot be guaranteed. Western Union is not responsible for technical malfunctions that occur outside of its proprietary systems.

9.2. ACCOUNT BASED ONLINE TRANSACTIONS – MOBILE MONEY TRANSFER (MMT). Where available, the receiver may incur additional fees for receiving the sender’s funds through a mobile telephone or to a bank or other account. Transfers should be sent to a local (receiver) currency account, otherwise the receiving institution may convert the funds at its own exchange rate or reject the transaction. The receiver’s agreement with its mobile phone service, mWallet, bank or other account provider governs the account and determines their rights, liability, fees, funds availability and account limitations. In the event of an inconsistency between the account number (including mobile phone numbers for mobile accounts) and name of the receiver, the money remittance will be credited to the account number provided by the sender. Western Union may make money from fees associated with use of an account. To the extent permitted by applicable law, Tenfore, Agents, Western Union and its Partners accept no responsibility to the sender nor to any account holder for any fees, exchange rates used for conversion to non-local currency, acts or omissions of the destination or intermediary financial service providers.

10. REVOCATION – The sender may revoke the payment order for the execution of the transaction at any time prior to the irrevocability of that order, in person at the location of Tenfore and/or the Agent. The payment order for the execution of the transaction is considered irrevocable after Tenfore received it. Once the payment order becomes irrevocable, it may be revoked only if Tenfore and the sender agree in written from of it. If the revocation occurs on the above stated manner, the principle amount (excluding the fee for the execution of the revoked money transfer) will be returned to the sender on the written request, provided that the money transfer is not paid out to receiver. Exceptionally, the sender will also be refunded for the fee for the execution of the revoced transaction, if the transaction was not available to the recipient within the time period specified for the selected service (in accordance with working time and available funds of the site selected for payment and other conditions, including without limitation, conditions beyond the control of Tenfore, Agents, Western Union or Partners, such as weather disruptions or breakdowns in telecommunications, as well as in other law-stipulated cases). Tenfore has the right to charge a fee for the revocation of payment order upon the occurrence of its irrevocability.

11. LIABILITY – TENFORE, AGENTS, WESTERN UNION OR THEIR PARTNERS DO NOT GUARANTEE THE DELIVERY OR SUITABILITY OF ANY GOODS OR SERVICES PAID FOR BY MEANS OF THE MONEY TRANSFER. THE SENDER’S TRANSACTION DATA (INCLUDING MTCN) IS CONFIDENTIAL TO HIM/HER AND SHOULD NOT BE SHARED WITH ANY OTHER PERSON OTHER THAN HIS/HER RECEIVER. THE SENDER IS CAUTIONED AGAINST SENDING MONEY TO ANY PERSON HE DOES NOT KNOW. IN NO EVENT SHALL TENFORE, AGENTS, WESTERN UNION OR ANY OF THEIR PARTNERS BE LIABLE IF THE SENDER COMMUNICATES TRANSACTIONAL DATA TO ANY PERSON OTHER THAN HIS/HER RECEIVER. TENFORE WILL BE FULLY LIABLE TO CUSTOMERS FOR THE MONEY TRANSFER SERVICE PROVIDED BY TENFORE AND AGENTS. TO THE EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TENFORE BE LIABLE FOR DAMAGES FOR DELAY, NONPAYMENT OR UNDERPAYMENT OF THE MONEY TRANSFER, OR NON-DELIVERY OF ANY SUPPLEMENTAL MESSAGE, WHETHER CAUSED BY NEGLIGENCE ON THE PART OF THEIR EMPLOYEES OR AGENTS OR OTHERWISE, BEYOND THE SUM EQUIVALENT TO US$500 IN SERBIAN DINAR COUNTERVALUE CALCULATED PER MIDDLE EXCHANGE RATE OF THE NATIONAL BANK OF SERBIA (IN ADDITION TO REFUNDING THE PRINCIPAL AMOUNT OF THE MONEY TRANSFER AND THE TRANSFER FEE). TO THE EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL TENFORE BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES. THE FOREGOING DISCLAIMER SHALL NOT LIMIT TENFORE LIABILITY FOR DAMAGES RESULTING FROM TENFORE GROSS NEGLIGENCE OR INTENTIONAL MISCONDUCT.

Neither Service Provider, nor Western Union assume any liability for loss or damages caused to You or any third party from the non-payment or late payment of a money transfer to a Receiver or if the Western Union Online Service fails or declines to execute a Transaction by reason of any of these matters.

Service Provider and Western Union declare willingness to provide to You the money transfer services and the respective information in accordance with these Terms and Conditions in the form of individual payments and to exercise reasonable care.

2.2. Neither Tenfore , nor Western Union assume any liability for:

a. goods or services which You pay for using the Western Union Online Service, and here in particular their delivery;

b. malfunctions in communication facilities over which Service Provider and Western Union have no control;

c. the loss of data or the delay in transmissions caused by using an Internet service provider or a browser or other software over whichTenfore and Western Union have no control;

d. the services provided by Your card issuer;

e. viruses originating from third parties;

f. errors on the Western Union Website or with the Western Union Online Service that are the result of incomplete or wrong information that You or a third party provided;

g. the unauthorised use or interception of information prior to reaching the Website; or

h. the unauthorised use of or unauthorised access to data in conjunction with You or Your Transactions which r Tenfore process unless such use or such access is the result of negligence on Tenfore’s or Western Union’s behalf.

12.1 is under no obligation towards You to initiate or execute a money transfer if:

a. Service Provider is unable to obtain sufficient evidence of Your identity;

b. Service Provider or Western Union have reason to believe that the Transaction information is incorrect, unauthorised or forged;

c. You have provided Service Provider or Western Union with wrong or incomplete information or Service Provider or Western Union do not receive Your Transaction information in a timely manner in order to guarantee the timely execution of the requested money transfer.

12.2 Tenfore has the right, in its sole discretion, to refuse to provide the Western Union Online Service to You either partially or in full or to cancel or suspend a Transaction if such use constitutes a violation against Western Union regulations (including regulations aimed at preventing fraud, money laundering or financing terrorism), these Terms and Conditions and/or against applicable law, a court order or requirements of a regulatory or government authority or any other body having jurisdiction over us or, if Tenfore or Western Union consider such a step necessary to protect interests of the Tenfore or interests of Western Union. If Service Provider refused to provide the Western Union Online Service (partially or in full) to You for any of the above reasons, you will be notified accordingly if possible and you will be provided with reasons for such refusal unless Service Provider or Western Union are prevented from doing so for legal reasons. It is a breach of these Terms and Conditions to use the Western Union Online Service for any prohibited purpose.

12.3 We may, in our absolute discretion, impose limits on the Transaction amount, either on a per Transaction basis or on an aggregated basis. 12.3 Tenfore and Western Union are entitled to either partially or fully cease operating the Western Union Website or the Western Union Online Service if circumstances that are beyond Our control compel Us to take such action and which We therefore consider appropriate (“ Force Majeure”). If the services provided on the Western Union Website or by the Western Union Online Service should be interrupted for whatever reason (whether by Tenfore or Western Union, a third-party provider or in any other manner), Tenfore and Western Union shall take adequate measures to keep the duration of this interruption as short as possible.

12.5 Our communication with You is normally conducted acordint to Framework Agreement

13 YOUR RESPONSIBILITY 13.1 You agree and declare that You will pay to Tenfore the fees (see also clause 8 above) for every money transfer which You initiate via the Western Union Online Service.

2.3. You must settle the basic amount of a money transfer plus Tenfore’s fees from Your bank account (insofar as Western Union permits an account-based money transfer). You consent to the basic amount of the money transfer plus Tenfore’s fees for the respective Transaction being cleared by Your Card Issuer, or that this amount is transferred from Your bank account, to Tenfore, prior to Tenforeexecuting the transfer or any other Transaction. Prior to the final authorisation of the Transaction You will be notified of the precise amount which Tenfore will clear with Your Card Issuer or which Tenfore will debit from Your bank account.

2.4. You consent to and acknowledge the following:

a. The information provided in order to effect an online money transfer is true, accurate, current and complete;

b. You will provide to Tenfore and Western Union with any identity, verification or further information or documents as may be requested by Tenfore or Western Union ;

c. You must share the Transaction data (amount of money, Your name, Your country, name of Receiver and MTCN) with the Receiver only. You are obligated to ensure that no third party can gain unauthorised access to this information. We recommend that You transfer money only to beneficiaries that You know personally;

d. You shall not provide false, inaccurate or misleading information;

e. You shall not use any anonymizing tool that attempts to make your activities untraceable;

f. You shall not use the Western Union Online Service for Prohibited Purposes;

g. Within the framework of the Western Union Online Service You will not initiate money transfers which violate these Terms and Conditions or any other restrictions of use or terms of use as set forth on the Western Union Website; and

h. You are personally responsible for keeping Your password and Your username safe, pursuant to clause 14 below.

13.4 In the event of loss, theft, copy or the misuse of the Transaction data (see above clause 13.3.c) You must immediately notify Tenfore or Western Union by telephone (see clause 16). Until the moment when Tenfore or Western Union has been notified You will be liable to Tenfore and Western Union for damages resulting from the improper use of the Transaction data if You have passed such information to any person other than the Receiver of the money payment or if You have facilitated the improper use of the payment instrument with fraudulent intent or violated Your duty of care intentionally or with gross negligence. Upon receipt of the notification by Tenfore You are released of any further liability unless You contributed towards the misuse with the intent to defraud. You shall notify Tenfore immediately upon learning of a money transfer which You did not authorise or which was executed erroneously.

13.5 You consent to and acknowledge that We may forward any particulars about You and the Receiver and about the services provided to You if necessary to regulatory or government authorities or their bodies if:

a. we are obligated by law to do so; or

b. we are of the opinion that such a disclosure may assist in the prevention of fraud, money laundering or other crimes.

13.6 It is your responsibility to ensure all details are accurate before you submit a Transaction request. Once a Transaction request has been submitted, it is not normally possible to amend details of that request. You will have the opportunity to review and confirm all Transaction details before submission.

4 PASSWORD AND SECURITY

Prior to the first money transfer order You will be asked to provide a password and a valid mobile phone number as Your username you are provided according to Terms of User Account registration. The password and the username must not be used by any other person than Yourself. It is Your responsibility to keep Your password and Your username safe as well as all Transactions carried out using Your password or Your username. NEVER SHARE YOUR PASSWORD WITH ANYBODY AND DO NOT WRITE IT DOWN ANYWHERE! You consent to notifying Tenfore immediately of any unauthorised use of Your password or of Your username or of any other breach of security, by telephone (see clause 16). Once You have informed Us of the unauthorised use of Your password or Your username We will immediately take all the necessary steps to prevent any further use of this information. Prompting these steps does not make Tenfore or Us liable for any loss or damage that are the result of Your failure to comply with Your duty in accordance with this paragraph.

3. DISCLOSING INFORMATION TO THIRD PARTIES

Tenfore and Western Union will collect and process your personal information as described in Our Privacy Statement, that complies with Article 15. of Law on Personal Data Protection and by signing Framework Agreement you acknowledge that you are provided with hard copy of Privacy Statement and that you explicitly consent to your data collection and processing. .

16 15 CUSTOMER’S RIGHTS – These Terms will be provided to the customer upon request, in writing or another permanent data carrier, free of charge and without delay. Upon request Tenfore shall deliver to the customer on paper or other permanent data carrier the information it is obliged to make available to the customer readily available before the conclusion of the Contract, within the meaning of Clause 3 of these Terms, and immediately after the execution of the transaction, within the meaning of Clause 4 of these Terms.

The customer has the right to receive information, data and instructions related to his/her contractual relationship with Tenfore from Tenfore, in written form or another permanent data carrier, without compensation, in accordance with the law, in the manner and within the deadlines set forth in these Terms.

The customer has the right to a complaint or objection if considers that Tenfore does not comply with the provisions of the Law on the Protection of Financial Services Users, the Law on Payment Services and other regulations governing these services, these Terms, good business practices related to financial services or obligations from the concluded Contract with the customer.

The customer can submit a complaint to Tenfore only in writing: at the Tenfore’s or Agent’s locations using the form provided or in a free form, in writing, or using the e-mail address: prigovor@tenfore.net, or via the website: www.tenfore.rs or write to Tenfore doo Belgrade, Dobracina 60, 11000 Belgrade.

The Customer has the right to a written complaint within three years from the day when the violation of the right or legal interest was commited.

Tenfore will submit a response to the customer no later than 15 days from the date of receipt of the complaint. The deadline for the response starts from the day when the customer submits the complaint with all the necessary data and documentation necessary for the identification of the specific transaction. If Tenfore, for reasons not depending on its will, cannot reply within the specified deadline, this deadline may be extended for a maximum of 15 more days, of which Tenfore will notify the customer within 15 days from the date of receipt of the complaint. The notification will contain reasons why it is not possible to provide a reply within the original deadline as well as the deadline in which the response will be delivered.

Tenfore does not charge fees to the complainant or any other charges for handling the complaint.

If Tenfore assesses that the complaint is justified, it will notify the customer whether the reasons for which the complaint was filed has been removed, i.e. the deadline for their removal and the measures that will be taken to eliminate them.

If the customer is dissatisfied with the response to the complaint or if that answer is not delivered to the customer within the legal deadlines mentioned above, the complainant may, before the initiation of a court dispute, file a complaint to the National Bank of Serbia within 6 (six) months from the date of receipt of Tenfore’s response to the complaint or within the deadline of 6 (six) months from when Tenfore was obliged to respond to the complaint, in writing, to the address: Departmentfor Protection and Education of Financial Services Users, Nemanjina 17 Belgrade, or Postanski fah 712 Belgrade, or by e-mail to the address: zastita.korisnika@nbs.rs.

In addition, if the customer is not satisfied with the response to the complaint or if the answer is not submitted within the deadlines prescribed by the law, the customer may, before court dispute, file a proposal for mediation to the National Bank of Serbia for a out-of-court settlement or the objection- in a written form. Once the mediation procedure has been initiated, the customer can no longer file a objection, unless this mediation is terminated by suspension or resignation, and if the objection has already been filed, the National Bank of Serbia will pause processing of the objection or stop the processing if the mediation is completed by an agreement.

3.1.

16. CUSTOMER RELATION – If you have a specific question or request regarding the provision of Money Transfer Services in general or in respect of a specific transaction, please call +381 (0) 11 333 4 999. Tenfore will, through its customer service department, take all reasonable measures to answer your question and/or request in a timely and complete manner. All relevant data related to the execution of the Money Transfer Service, as well as contact information for communications with Tenfore can be found at www.tenfore.rs. Tenfore shall not charge any fee for providing information which is required to provide free of charge, in accordance with legal regulations and these Terms.

17. OTHER – In performing their activities, Tenfore acts with due professional attention in accordance with the rules of business that regulate its activities, good business practices and the principle of conscientiousness and honesty.

18. INTELLECTUAL PROPERTY

The Western Union Website and the Western Union Online Service, their content and all intellectual property pertaining thereto and contained therein (including copyrights, patents, database rights, trademarks and service marks) are the property of Western Union, of Western Union affiliates or of third parties. All rights to the Western Union Website and the Western Union Online Service remain Our property and/or the property of Western Union affiliates or other third parties. The Western Union Website and the Western Union Online Service must be used only for the purposes permitted by these Terms and Conditions or as described on the Website. You are entitled to display and save a copy of the pages of the Western Union Website for Your personal use. Without Our express written approval You are not entitled to duplicate, publish or modify the Western Union Website, the Western Union Online Service or parts thereof, or to create derivative works from the same, to participate in their assignment or sale, to publish them in the World Wide Web or use them in any other form for any public or commercial purpose. You are not entitled: (a) to use a robot, spider, scraper or any other automated programme to access the Western Union Website or the Western Union Online Service, and/or (b) remove or modify information related to copyrights and trademarks or proprietary information published on the Western Union Website (or printed pages of the Website). The name Western Union and all other names as well as proprietary designations of Western Union products and/or services named on the Western Union Website are exclusive brands of Western Union, Western Union affiliates or of other third parties. Other product, service or company designations appearing on the Website may be the trademarks of their respective owners.

19. LINKS TO OTHER WEBSITES

The Western Union Website may contain links and pointers to other World Wide Web Internet sites and resources (” Linked Sites“). Links to any Linked Site do not constitute an endorsement by Us or Our association with any third party resources or their contents. Links do not imply that Western Union is affiliated or associated with third parties or is legally authorised to use any trademark, trade name, logo or copyright symbol displayed in or accessible through a link, or that any Linked Sites are authorised to use any trademark, trade name, logo or copyright symbol of Western Union. You should direct any concerns regarding any Linked Site to such Linked Site’s site administrator or webmaster. Western Union does not represent or endorse the accuracy or reliability of, and expressly disclaims, any advice, opinion, statement, or other information displayed or distributed through any Linked Site. You hereby acknowledge that reliance upon any opinion, advice, or information displayed on or otherwise available through any Linked Site shall be at Your sole risk.

20. These Terms and Conditions shall be governed and construed in accordance with the laws of Serbia and the parties submit to the non-exclusive jurisdiction of the courts of Serbia and any courts which have jurisdiction to hear appeals from such country and you waive any right to objection proceedings being conducted in such courts.

IMPORTANT NOTICE: THE TERMS AND CONDITIONS ON WHICH THE MONEY TRANSFER SERVICE IS PROVIDED ARE SET OUT IN THIS DOCUMENT. YOU ARE REQUIRED TO READ AND UNDERSTAND THESE TERMS AND CONDITIONS, ESPECIALLY THOSE DESCRIBING CONDITIONS FOR PAY_OUT, RESTRICTING LIABILITY AND DATA PROTECTION, BEFORE GIVING CONSENT TO TRANSACTION EXECUTION. IN ADDITION TO THE TRANSFER FEE FOR THE EXECUTION OF THE MONEY TRANSFER, WESTERN UNION AND ITS PARTNERS ALSO MAKE MONEY FROM THE EXCHANGE OF CURRENCIES. PLEASE SEE FURTHER IMPORTANT INFORMATION REGARDING CURRENCY EXCHANGE AND LEGAL RESTRICTIONS THAT MAY DELAY THE TRANSACTION SET FORTH IN THIS TERMS. PROTECT YOURSELF FROM CONSUMER FRAUD. BE CAREFUL WHEN A STRANGER ASKS YOU TO SEND MONEY (IN PARTICULAR, FOR AN ONLINE PURCHASE TRANSACTION). DO NOT DIVULGE THE DETAILS OF THIS TRANSFER (INCLUDING MTCN) TO A THIRD PARTY OTHER THAN A DESIGNATED RECIPIENT OF THE MONEY TRANSFER SERVICE.

TERMS FOR PROVIDING MONEY TRANSFER SERVICE ARE VALID AS OF 19.12.2018