Return Policy

Effective Date: June 11, 2025

Wine Vision by Open Balkan is dedicated to ensuring a fair and transparent process for all purchases related to our event. This Return Policy (also covering cancellations and refunds) outlines the terms and procedures for returning goods, canceling services, and obtaining refunds. It is written in compliance with relevant EU and Serbian consumer protection laws, e-commerce regulations, and best practices for B2B transactions.

Scope: This policy applies to all purchases made through our website (https://winevisionfair.com or fair.openbalkan.com) or directly with the Wine Vision by Open Balkan organizers, including:

Exhibition stand bookings (booth space rentals) for the Wine Vision fair.
Orders for booth equipment and accessories (furniture, lighting, etc.) rented or sold for use at the fair.
Advertising and sponsorship packages (such as ads in event publications, banners, or other promotional opportunities).
Any tickets or passes sold to visitors (if applicable).
Merchandise or other products sold via our platform (if any).

Both individuals and businesses (companies/exhibitors) are covered by this policy. Note that certain provisions differ for consumers (individuals buying for personal use) versus business customers (buying for professional use), as mandated by law. We attempt to clarify those differences below where relevant.

1. General Cancellation Rights

Cooling-Off Period for Consumers: If you are a consumer (an individual acting outside of your trade or profession) located in a jurisdiction that provides a statutory “cooling-off” period for distance contracts (such as the 14-day right of withdrawal under EU law for online purchases), please note that many of our services are time-specific event services and may be exempt from the standard 14-day cancellation right. Specifically, EU law (Directive 2011/83/EU on consumer rights) provides no obligation to grant a 14-day withdrawal right for services related to leisure activities if the contract provides for a specific date or period of performance (for example, an event booking for a set fair date). Similarly, tickets to fairs or bookings for exhibitor space for a particular event date are usually not subject to the automatic right of withdrawal.
However, we understand plans can change, so we offer provisions in this Return Policy to allow for cancellations and refunds under certain conditions (even if not strictly required by law). These provisions apply to all customers, not just consumers, as a gesture of fairness.
Business Customers: If you are booking as a business (exhibitor, etc.), statutory consumer cooling-off rights do not apply. Your cancellation and refund rights are as outlined in this policy or your specific contract with us. We aim to treat our exhibitors and partners fairly and will adhere to the terms below.
How to Request Cancellation: All cancellation or refund requests must be made in writing. Please email [email protected] or send a letter to our office (Attn: Wine Vision Fair – Returns, Bulevar Vojvode Mišića 14, 11030 Belgrade, Serbia). Include your name, organization (if applicable), order details (what you purchased, amount paid, dates), and the reason for cancellation (optional, but appreciated). We will respond with confirmation and further instructions.

2. Exhibition Space and Exhibitor Package Cancellations

Booking a stand (exhibition space) is a significant commitment, and we often allocate specific locations and start preparations once you book. Nonetheless, we provide the following cancellation terms for exhibitors:

Free Cancellation Period: After you apply for or book a stand, you have 15 days from the date of our confirmation of your booking or acceptance of your application to cancel without penaltysajam.rs, provided the event is still at least 60 days away. We will refund any payments you have made for the stand fee in full if you cancel within this 15-day period and meet the advance notice condition. This effectively serves as a grace period for change of plans. (Note: If Belgrade Fair’s own general rules apply a different period, we will honor whichever is more generous. Currently, Belgrade Fair’s policy allows withdrawal within 15 days of application if acceptance is not yet confirmedsajam.rs. We are aligning with that.)
Cancellation before a Deadline: If you cancel more than 45 days before the event’s opening date (and after the free 15-day period), you are eligible for a partial refund. We will refund 50% of the stand rental fee and any standard service fees you paid. The remaining 50% is retained to cover administrative costs and the difficulty of filling the space on relatively short notice. If you had only paid a deposit (e.g., 50% upfront), that deposit will be forfeited and we will not seek the remainder.
Late Cancellation: If you cancel 45 days or less before the event (i.e., within roughly 6 weeks of the fair start), we typically cannot offer a refund. By this time, we have committed resources for your participation (floor plan commitments, promotions, etc.) and it may be too late to reassign your space. You will be liable for the full cost of the stand as agreed. We understand sometimes extreme circumstances (force majeure, see Section 6) can arise; we will consider those on a case-by-case basis and may issue a partial refund or credit at our discretion, especially if we manage to re-let your stand space to another exhibitor.
No-show / Failure to Occupy: If you simply do not show up at the event without any notice, you will not be entitled to any refund. We also reserve the right to reallocate or repurpose your unoccupied space to maintain the overall appearance of the exhibition (this does not relieve you of the financial responsibility for the booking).
Downgrading Space: If you wish to reduce the size of your booked space or cancel certain add-ons (like extra storage area), this is treated as a partial cancellation. We will attempt to accommodate changes if requested well in advance (60+ days prior) and adjust fees accordingly. Reductions requested late may not yield any refund as we likely can’t resell the portion of space.
Process for Refund: Approved refunds for exhibitors will be processed within 30 days of cancellation approval. We will return funds via the original payment method when possible (e.g., reversing the credit card charge or bank transfer). If not possible, we may issue a bank transfer or check. Any bank fees for refunds will be borne by the exhibitor (except when cancellation was due to our fault or event cancellation, in which case we’ll cover fees).

3. Equipment and Services Orders (Furniture, Electricity, etc.)

Exhibitors often order additional services or rentals, such as booth furniture, decorations, electricity/water connections, or advertising services:

Cancellation Timeline: If you cancel equipment or service orders at least 21 days before the event, we will provide a full refund for those items, as long as those items have not been specially manufactured or irreversibly ordered for you. For example, if you ordered standard chairs and tables, we can cancel those with our supplier and refund you. If you ordered a custom-printed banner or a custom-built stand construction, once production has started we may not be able to refund fully (see next point).
Customized Items: For any custom-made items (like printed graphics, custom stand construction, personalized promotional materials), if production or design work has already begun by the time of cancellation, we will deduct the costs incurred from your refund. We will show you evidence of such costs (invoices from contractors, etc.). If production is complete, unfortunately, we cannot refund those costs as the product is specific to you and not usable by others. We will, however, hand over the produced materials to you if feasible (you could use them in a future event).
Last-Minute Service Cancellation: For cancellations of rentals/services within 21 days of the event (which is when setup planning is in advanced stages), we may not provide any refund, especially for things like electrical connections (already arranged with venue) or catalogue advertisements (already sent to print). We will do our best – if the cancellation saves us money (e.g., we hadn’t yet incurred cost), we will refund that saved portion to you.
Exchanges/Changes: If you simply want to change what equipment you ordered (swap one piece of furniture for another) rather than outright cancel, please contact us – we will try to accommodate and only charge/credit the difference, avoiding cancellation fees. Changes are subject to availability of the requested items.

4. Advertising and Sponsorship

If you purchased an advertising slot (e.g., an ad in the fair brochure, a banner display) or a sponsorship package:

Cancellation before Production/Deadline: If you cancel an advertising order before the advertising material deadline and before we have incurred significant costs, we will refund you in full. For example, if you booked a full-page ad in our catalogue but notify us of cancellation before we’ve sent the catalogue to print and before our design team has worked on your ad, you can get a refund.
Cancellation after Production: If you cancel after your ad or sponsorship materials have been produced or once we are too close to the event (e.g., your logo has been added to all sponsor signage), a refund might not be possible. At that stage, we consider the sponsorship delivered (your brand is being promoted as agreed). However, if the sponsorship benefits include physical goods (like free tickets or booth space) and you won’t use them due to cancellation, we might consider a partial refund for those tangible parts, case by case.
Sponsor “Make Good”: If you cancel a sponsorship very late (or become unable to fulfill your part, like not attending a sponsored segment), we typically cannot refund as funds may have been allocated to event activities. But, as a courtesy and to maintain relationship, we might offer a “make good” arrangement – such as crediting part of your fee towards a sponsorship of the next edition of the fair or another event, or providing alternative promotion for your brand in lieu of a cash refund. This is at our discretion.
Transferability: Advertising and sponsorships can sometimes be transferred. If you cannot utilize your sponsored item, you might propose another company to take over (subject to our approval). We might allow a substitution rather than a cancellation, which avoids cancellation fees (e.g., you find another winery to use your booth or ad spot – we’d need to agree, but if acceptable, we’ll treat it as if that new sponsor bought it, and arrange settlement between you two for reimbursement).

5. Visitor Tickets and Registrations

(Note: As of writing, general visitors to Wine Vision by Open Balkan might attend free or tickets might be sold by Belgrade Fair’s ticket office. If ticketing is introduced online, these terms apply.)

Ticket Purchases: If you purchase a ticket to attend the fair as a visitor (whether a day pass or multi-day pass), all ticket sales are final. Tickets for events scheduled on specific dates are typically non-refundable by default under consumer law exceptions. We will not refund tickets simply for change of mind or if you cannot attend, but see the next point for exceptional cases.
Ticket Transfers: If you cannot use your ticket, you are generally allowed to give it to someone else (as long as the ticket hasn’t been personalized or claimed). Our tickets are usually bearer instruments – whoever holds the ticket can use it. If tickets have your name, you can contact us to change the name (allowed up to 5 days before the event). No fees for name changes.
Event Postponed/Cancelled: If the fair is cancelled or postponed (Section 6 covers our obligations), ticket holders can opt for a full refund or accept the tickets for the new dates if postponed. We will communicate in such case.
Minor Attendees: Tickets purchased for minors (under 18) can be refunded if the minor is unable to attend and this is communicated by the parent/guardian at least 7 days before the event (since minors might have unpredictable constraints, we try to be accommodating). But if a minor simply doesn’t show up without any notice, the ticket isn’t refunded.
Third-Party Ticket Sellers: If you bought a ticket through an authorized third-party (like a ticket agency), their return/refund policies might apply. Generally, they align with ours (no refunds unless event is canceled). Always check the terms on your ticket or purchase confirmation.

6. Event Cancellation or Major Changes (Force Majeure)

Wine Vision by Open Balkan is backed by significant planning and support, and cancellation is highly unlikely. However, circumstances beyond our control (force majeure events such as natural disasters, health epidemics, government orders, etc.) could force cancellation or rescheduling.

If We Cancel the Event: In the unfortunate event that we have to cancel the fair entirely, all payments made by exhibitors, sponsors, and visitors will be refunded in full. This includes stand fees, equipment orders (if those can be canceled with suppliers), sponsorship fees, and visitor tickets. We will try to refund within 60 days of the cancellation announcement (or sooner if possible). We will not, however, be liable for additional compensation (such as travel or accommodation costs you incurred) beyond the refund of our own feesfair.openbalkan.com. Please consider event insurance if those external costs are significant.
If We Postpone the Event: If we reschedule the fair to new dates, all existing bookings and tickets will be honored for the new dates. If you are unable to attend on the new dates, you have the option to request a refund (for exhibitors/sponsors, a full refund of fees; for visitors, a ticket refund). You must request this within 30 days of our postponement announcement. If you do not request, we will assume you agree to carry over to the new date. We may also offer you alternative options, like credit towards the next year’s edition, if preferred.
Significant Changes: If the event format changes substantially (for example, we switch to a virtual format due to unforeseen issues, or reduce the event duration), we will inform you and outline any refund or credit options. Generally, if a change significantly diminishes the value of what you purchased, we will provide a proportionate refund. For instance, if a 3-day fair is cut to 2 days, we might refund a third of the exhibitor fee or offer extra promotional perks to compensate. Our aim will be to reach a fair solution in dialogue with affected parties.
Force Majeure Clause: Our Terms of Use include a force majeure clause (see Terms Section 12) excusing us from liability beyond refunds in cases of extraordinary events beyond our control. We will always prioritize safety and compliance with authorities. If, for example, a sudden pandemic wave leads to government halting events, we will either postpone or cancel with refunds as above, but we won’t be liable for incidental losses.

7. Refund Process and Methods

When you are entitled to a refund under this policy:

Method of Refund: We will issue refunds via the original payment method whenever possible. If you paid by credit card, we will process a credit back to that same card. If you paid by bank transfer, we will ask for your account details to send the refund. Cash payments (if any) will be refunded by bank transfer or in cash at our office (we will coordinate individually).
Time Frame: We strive to process approved refunds promptly. In most cases, once approved, we will initiate the refund within 14 days. It might then take additional time for the money to appear in your account depending on banks or credit card processors (often 5-10 business days for cards, possibly quicker for SEPA bank transfers). For large refunds (e.g., many exhibitors in case of event cancellation), processing may take up to 30-60 days due to volume and banking logistics, but we’ll keep you informed.
Currency and Fees: Refunds will be made in the original currency of payment. If you paid in Serbian Dinar (RSD), you’ll be refunded in RSD. If we accepted Euro or another currency, we refund in that currency if possible. We are not responsible for any exchange rate differences between purchase and refund date. We also do not cover any charges your bank may impose for receiving a refund. However, we will not deduct any cancellation processing fee of our own beyond what’s stated in this policy (if you’re getting a 50% refund, that’s what we’ll send; we won’t subtract an extra admin fee unless specified). The only deductions are as outlined (non-refundable portions, incurred costs).
Confirmation: We will send you a written confirmation (email or letter) when your refund has been processed on our end, including the amount and method. If you do not receive the funds or check within a reasonable time after that, please contact us so we can help trace it.
Records: We maintain records of all refunds and cancellations. If there is any dispute about whether you requested or received a refund, we can refer to our records.

8. Exceptions and Special Circumstances

Case-by-Case Exceptions: We understand that sometimes unique situations arise that may not fit neatly into the rules above. We reserve the right to make exceptions or special arrangements on a case-by-case basis. For example, if an exhibitor must cancel due to a family bereavement just a week before the fair, we might try to offer a partial credit or rollover despite the “no refund within 45 days” rule. These will be discretionary and not precedent-setting.
Repeat Changes: If you repeatedly book and cancel in multiple editions of the event, we may impose additional conditions (like a non-refundable deposit irrespective of timing) for future bookings to safeguard against administrative strain. We would communicate this to you clearly if that situation arises.
Minor Attendees & Purchases: We reiterate that if a minor (under 18) registers or purchases something, a parent/guardian has the responsibility to oversee that transaction. If a minor made a purchase without proper authority, please contact us immediately. We will work with you – typically, such contracts could be voided. We want to ensure compliance with laws protecting minors; however, we also need to prevent misuse. We may require proof of age or guardian identity in such cases.
Digital Products: If at any point we sell digital products (like a video recording of a masterclass, or a digital brochure), those are generally non-tangible digital content. Once delivered (e.g., download or access given), they are usually non-refundable by law (if you consent to immediate access, you waive withdrawal right). We will clarify that at purchase time. Any pre-event digital services (like a listing on our website) that you cancel would be handled similarly to advertising (Section 4).

9. FAQ – Common Scenarios

Q: I booked a stand and paid, but now I want to downgrade to a smaller stand. How is refund handled?
A: If more than 45 days out, we treat it as partial cancellation: we refund the difference in price minus any applicable cancellation fee for the portion given up. If within 45 days, downgrades might not yield a refund (we’d try to resell the freed space; if successful, we could refund difference minus costs).
Q: I ordered 10 chairs for my booth but realized I only need 5. Can I get money back for the 5?
A: If you notify us before those items are finalized with suppliers (21+ days out), yes, we will adjust your order and refund the cost of 5 chairs. If it’s last-minute (e.g., on-site you decide you ordered too many), unfortunately no refund, but we can possibly remove the extra chairs if not needed to free up space.
Q: The fair dates changed and I can’t make the new dates as an exhibitor. What now?
A: You can opt for a full refund of all fees you paid, or you might choose to apply those fees to the next year’s edition (your spot is secured for next year). The choice is yours; just let us know within the deadline we announce.
Q: I as an attendee fell sick right before the fair. Will you refund my ticket?
A: Generally tickets are non-refundable, but we sympathize. While our policy doesn’t promise a refund in this case, you could transfer your ticket to someone else for that year. If that’s not possible and you provide a doctor’s note, we might offer a courtesy pass for next year instead (case-by-case).
Q: My visa to Serbia was denied, so I (an exhibitor) can’t attend. Can I get a refund?
A: Please contact us immediately. If the visa was denied with enough lead time (e.g., more than 45 days out), we’d treat it as a normal cancellation with eligible refund. If it’s last-minute, we’ll consider partial refund or credit – it’s an unfortunate situation outside your control. We do advise international exhibitors to apply for visas early and inform us if any supporting letters are needed to avoid this scenario.
Q: I received a refund approval two weeks ago but haven’t seen the money yet.
A: Check the confirmation we sent for the date and method of refund. Sometimes banks take a while. If it’s a card refund, it might only appear on your next statement cycle. If 15 business days have passed and still nothing, please get back to us – we will trace the transaction and ensure it’s resolved.

10. Contact for Cancellations and Returns

All cancellation, return, or refund communications should be directed to our team for proper tracking:

Wine Vision by Open Balkan – Cancellations Department
Email: [email protected] (with subject line “Cancellation/Refund Request”)
Phone: +381 11 26 55 239 (ask for the Wine Vision finance team)
Office Address: Bulevar Vojvode Mišića 14, 11030 Belgrade, Serbia.

Office hours: 9:00 to 17:00 CET, Monday to Friday (for phone inquiries). Emails can be sent anytime; we aim to reply within 2 business days.

We are committed to clear communication and fairness. If you believe you are entitled to a refund or have special circumstances, please reach out. We will review your case in line with this policy and respond with the outcome or any proposed resolution.

Your statutory rights (especially for consumers) are not affected by this policy. This Return Policy provides additional clarity and commitments on top of legal requirements. In case of any conflict between this policy and mandatory law, the law prevails, but the conflicting part of the policy will be interpreted in a way that complies with law while keeping the intent.

Thank you for your understanding and cooperation. We hope you won’t need to cancel, but if you do, we’ll strive to make the process as smooth as possible.