Special Conditions for the provision of postal services

General Provisions

DHL is committed to organize on your behalf as a Shipper Express courier delivery of goods and
shipments by the principle of “door to door”, that includes admission, transportation, handling,
shipping, possibly storing, delivering and returning of undelivered items, and acceptance, delivery
and payment of purchased items. DHL performs all postal services in accordance with the Law on
Postal Services (˝Službeni glasnik RS˝ br.18/05 i 30/10), Regulations on general conditions for
providing postal services, General terms and conditions and the Special Conditions for the
provision of postal services.

“DHL” means any member of the DHL Express Network or network for express delivery of
shipments around the world, and in the Republic of Serbia means the network consisting of
DHL’s independent business units and a third party: subcontractors that provide the service on
behalf of DHL. “Shipment” means all documents or parcels that travel under one waybill (attached
to these Special Conditions) and which may be carried by any means DHL chooses, including air,
road or any other carrier, and that is properly packaged and addressed a whole of which must be
marked, legibly and clearly, the Receiver and Shipper details or any mark which unquestionably
may determine the Receiver.

All DHL customers are familiar with the Special Conditions that are available to the public (on the
DHL website), and visibly at every location where DHL physically accepts shipments. The
signature of the Shipper on the waybill during hand over of the parcels to DHL is considered to be
understanding and accepting of the terms and conditions. Acceptance of the parcels is
acknowledged by DHL by a “Conformation of the Receipt of Parcel”, in addition to the matters
listed in Article 7 Paragraph 3 Law on Postal Services (“Službeni Glasnik RS” nr.18/05 and 30/10),
and a graphic symbol and data of the provider that provides service.

1. Non-reserved postal services

DHL performs non-reserved postal services that do not belong to the universal postal service,
collection and express delivery of parcels via “door to door” DHL courier, as well as optional
services in domestic and international postal services:

Domestic transport:

DHL Domestic Express 18:00 - “door to door” delivery in domestic transportation by the end of
working day or in the shortest possible transit time.

International transport:

DHL Express 9:00 - express “door-to-door” delivery by 9:00 am to major business centers with
proactive delivery notification and a money-back guarantee, in the event of delayed delivery.

DHL Express 12:00 - express door-to-door delivery by 12 noon to major business centers.
Includes a money-back guarantee, in the event of delayed delivery.

DHL Express Envelope – express “door-to-door” delivery of document shipments up to 300g by

the end of the next possible business day, in accordance with the quoted transit times and is
available in over 220 countries around the world.

DHL Express Worldwide - express door-to-door international pre 18:00 hrs delivery of document
and non-document shipments on the next possible business day, in accordance with the quoted
transit times and is available in over 220 countries around the world.
Import Express Worldwide – express “door-to-door” international inbound delivery of document
and non-document shipments by the end of the next possible business day, including inbound
Customs clearance handled by DHL. Available from over 200 origin countries.

Optional Services:

Packaging - To ensure further protection of the shipment during its transit, we recommend taking
advantage of our branded packaging options that are available in many different shapes and
sizes.

Saturday Delivery – DHL Express offers international Saturday delivery service from Serbia to
main European cities.

Proactive Tracking - track the shipment at all stages of transport, from the moment the courier
collects it to the time the shipment is delivered, and if a proof of the delivery is needed, DHL
Express can provide a copy of the receiver’s signature online.

Remote Area Delivery – delivery to a remote location within Serbia or anywhere in the world.

E-tools for booking and tracking:

DHL Connect - An application that allows the preparation of documents, scheduling courier pick
up, shipment tracking, and archiving of all addresses and shipment details.

DHL EasyShip - The Windows-based shipment management tool is designed for DHL account
customers with daily shipping volumes.

DHL Web Shipping - the on-line express shipping tool that helps you prepare documents, book
pick-ups, store contact details and track your deliveries.

Import Express Online – is a web-based tool that allows users to arrange direct import
shipments quickly and efficiently from the convenience of a personal computer. This free service
provides an added level of security by eliminating the need for importers to provide suppliers with
their account number, thereby preventing unauthorized use.

2. Price list

The cost of transportation of the DHL shipment is determined by price list (tariff) that is displayed
in all visible places of DHL offices, as well as on the company website. With contractual partner
DHL can determine prices independently of the price list which is the official pricing for individual
users, and in accordance with law and regulations and these Special Conditions. The cost of
transporting DHL shipment is calculated in accordance with the actual or volumetric weight,
whichever is the greater of the two, and DHL may re-measure each shipment (by weight or
volume) to confirm this calculation. The Receiver will reimburse DHL all taxes that DHL paid in
connection with its service on behalf of the Receiver or Third party. The shipper will pay or
reimburse DHL all damages, penalties and costs that are borne by DHL if a shipment is deemed
unacceptable for transport as described in section 6.

3. Network coverage

DHL performs its services through its couriers, service centers, a network of agents and
contractors, and network of business units at the following addresses:
Country office:

BEOGRAD, Jurija Gagarina 36v, 11070 Novi Beograd

Service Points:

BEOGRAD - Đure Jakšića 11, 11000 Beograd

BEOGRAD - Airport City, Omladinskih brigada 90a, Zgrada Hibiskus 1400, 11070 Novi Beograd
NOVI BANOVCI - Krešina 35, 22304 Novi Banovci
ČAČAK- Kralja Petra Prvog 40, 32000 Čačak
NOVI SAD - Stevana Musića 16, 21000 Novi Sad
NOVI SAD - PC Apolo, Trg Slobode 3, 21000 Novi Sad
NIŠ - Vožda Karađorđa 11, 18000 Niš
SUBOTICA - Braće Radić 12c, 24000 Subotica
VRŠAC - Dvorska 15, 26000 Vršac
KRAGUJEVAC - Kralja Petra I 28 34000 Kragujevac

4. Working hours

Working hours of Call Center in Belgrade are from 08.00h - 20.00h every working day and from
08.00h - 15.00h on Saturdays. Opening hours for picking up and delivery of shipments are from
08:00h to 20:00h every working day and from 08.00h - 15.00h on Saturdays.
In other cities in Serbia working hours are from 08.00h – 16.00h on working days. On Saturdays
and Sundays stations in Serbia outside Belgrade do not operate.
Working hours and company name are applied to all business facilities.

5. Shipment Inspection

DHL has the right to open and inspect a Shipment without prior notice to shipper:

- If a shipment is not delivered to the Receiver or returned to the Shipper (undeliverable

shipments);
- If there is reasonable suspicion that the shipment contains prohibited items;
- If the shipment in international transportation shall be subject to customs and foreign exchange
control in terms of customs and currency regulations;
- If by the physical appearance of the shipment can be concluded that the content item is
damaged or diminished.

If the receiver or an authorized person during delivery expressed doubt due to damage or partial
loss, the postal operator is obliged to open the shipment in the presence of a commission and the
presence of the Receiver or an authorized person and shall produce a written report to confirm
the delivery details and circumstances. For international shipments, the procedure is defined by
the General Terms and Conditions.

6. Unacceptable Shipments
Shipper agrees that the Shipment is deemed to be unacceptable for transportation if:

- it is classified as hazardous material, dangerous goods, prohibited or restricted articles

by IATA (International Air Transport Association), ICAO (International Civil Aviation
Organisation), any applicable government department or other relevant organisation;
 - no customs declaration is made when required by applicable customs regulations; or

- DHL decides it cannot transport an item safely or legally (such items include but are not
limited to: animals, bullion, currency, bearer form negotiable instruments, precious metals
and stones, firearms, parts thereof and ammunition, human remains, pornography and
illegal narcotics/drugs).

7. Deliveries & Undeliverables

Shipments cannot be delivered to PO boxes or postal codes. Shipments are delivered to the
Receiver's address given by Shipper (which in the case of mail services shall be deemed to be
the first receiving postal service) but not necessarily to the named Receiver personally.
Shipments to addresses with a central receiving area will be delivered to that area. If the Receiver
refuses delivery or refuses to pay for any duties and taxes, or the Shipment is deemed to be
unacceptable, or it has been undervalued for customs purposes, or the Receiver cannot be
reasonably identified or located, DHL shall use reasonable efforts to return the Shipment to
Shipper at Shipper's cost, failing which the Shipment may be released, disposed of or sold by
DHL without incurring any liability whatsoever to Shipper or anyone else, with the proceeds
applied against service charges and the balance of the proceeds of a sale to be returned to
Shipper.

8. Complaints and Claims

All claims must be submitted in writing to DHL within 6 (six) months for domestic transportation
and 30 (thirty) days for international transportation from the date that DHL accepted the Shipment.
DHL has a duty to plead the merits of the claim within 30 (thirty) days from receipt of the
complaint. If the Sender or an authorized person does not file a complaint under paragraph 1 of
this section in due time, loses his rights under the provisions of these Terms and Conditions
belong. After this period DHL is not liable.

9. DHL's Liability

DHL enters into a contractual relationship with the Shipper on the basis that DHL's liability is
strictly limited to direct loss only and exclusively within the limits in this section 9. All other types
of loss and damage are excluded (including but not limited to lost profits, revenue, interest, future
business), whether such loss or damage is special or indirect, and even if the risk of such loss or
damage was brought to DHL's attention before or after acceptance of the Shipment since special
risks can be insured by the Shipper.

In case of loss or total or partial damage to the contents of the Shipment, or exceeding the time
for transportation and delivery of Shipments in domestic transportation, the responsibility of DHL
is limited to:
- For loss or total damage of a parcel - ten times the amount of transport charges paid,
- For loss or total damage to valuable items - the amount indicated on the item plus a service
charged by value and ten times the amount of transport charges paid,
- For delayed delivery, DHL is committed to pay five times the transport charges paid.
- For damage to or reduced content of Shipment - the amount to the amount specified or
estimated damage to the contents of the shipment, but not greater than the amount that would be
paid in case of loss or total damage,
In international transportation international conventions and other international acts are applied,
as well as the General Terms and Conditions of DHL.

10. Shipment Insurance

DHL can arrange insurance for Shipper specifically covering the actual cash value in respect of
loss of or physical damage to the Shipment with the appropriate insurance company. Shipment
insurance does not cover indirect loss or damage, or loss or damage caused by the delay.

Final Provisions

In the exercise and use of services and achievement of mutual rights and obligations deriving
from this, DHL and service users abide by the principles of honesty and respect. DHL will
undertake permanent organizational, exploitation and technological measures in order to provide
users with the service that provides quality, safety and fast service. For anything not provided
with these Special Conditions, General DHL Terms and Conditions shall be applicable and
positive legislations of the Republic of Serbia, international conventions and other laws that apply
in international transportation. In case of dispute jurisdiction of the Commercial Court in Belgrade
shall apply.
These Special Conditions are valid from 27.09.2010.