Registration Form/ Agreement Raiffeisen NET Services for Private Individuals

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1 Registration Form/ Agreement Raiffeisen NET Services for Private Individuals Signing this Registration Form/Agreement enables the customer to register to any or all of the Raiffeisen NET services. Kindly tick one or all of the services you wish to register to: Raiffeisen Direct SMS Raiffeisen Direct NET Raiffeisen mobile banking (R'm'B) The terms and conditions for these services are specified in detail in the General Terms of Use of the Raiffeisen NET Services for Private Individuals. Personal data: I confirm by my signature to have been informed by Raiffeisen BANK d.d. Bosna i Hercegovina about the reasons for collecting my personal data and authorize such collection in accordance with the Privacy Law of B&H. I explicitly authorise Raiffeisen BANK d.d. Bosna i Hercegovina to process my personal data. Mandatory data: Family name: Given name: National identification number: ID card/passport number: Street and number: Postal code and town/city: Mobile phone number: Landline number: 1 Mandatory data for the Raiffeisen mobile banking (R'm'B) service: Mobile phone type: address: Raiffeisen Direct SMS Sending SMS inquiries for account balance information. Please tick the accounts whose balance you want to check: Current account/debit card KM sight deposit account MasterCard charge card Charge card KM giro account MasterCard revolving credit card VISA Gold credit card Credit card FC giro account Receiving notices of the minimum amount to pay on your VISA revolving credit card, MasterCard revolving credit card, VISA charge, MasterCard charge, VISA Gold credit card and MasterCard Shopping card With the option to receive a notice of the minimum amount to pay, the Customer receives text messages with information about the monthly amount due on the following cards held by the customer signatory to the Registration Form/Agreement. Kindly tick the accounts for which you wish to receive notices of the minimum amount to pay. VISA revolving credit card VISA charge card MasterCard Shopping card 1 Not mandatory

2 Raiffeisen Direct NET Raiffeisen Direct NET is an online banking service which enables the User to directly access his own accounts and make financial transactions and communicate with the Bank 24 hours a day. User authorisation is made by an identification number and mini token. Raiffeisen mobile banking (R'm'B) Raiffeisen mobile banking is a service that provides the user with access his own accounts and enables him to make financial transactions 24 hours a day via his own mobile phone with internet connectivity. Fees for individual services: Raiffeisen Direct SMS 1.85 KM per month Raiffeisen Direct NET 3.99 KM per month + management fee for electronic orders Raiffeisen mobile banking 3.99 KM per month + management fee for electronic orders The monthly charge for the Raiffeisen mobile banking service does not apply before 31/03/2014. Raiffeisen Direkt SMS exit fee no fee Raiffeisen Direct NET exit fee no fee Raiffeisen NET via SMS exit fee no fee (available only as part of the Classic Account Set) Raiffeisen mobile banking exit fee KM one-off on the customer's request Management fees for electronic orders: In addition to the above-mentioned fees, the following fees apply: Fee for money transfers to personal accounts and other private individuals' accounts at the Bank free of charge Fee for money transfers from KM accounts to KM corporate account at the Bank 0.30 KM Fee for money transfers from KM accounts to accounts at another bank via clearing 0.60 KM Fee for money transfers from KM accounts to accounts at another bank via RTGS 3.00 KM The fees specified above are subject to changes in accordance with the Bank's fee schedules. Changes will be notified to the customer through the Bank's website or posted in any of its branches. The User will be deemed to have accepted the changed fee unless he cancels the service within 15 days from being charged the first fee under the new fee schedule. Receiving SMS promotional notices By selecting this option, the Customer agrees to receive promotional text messages from the Bank. I want to receive promotional text messages I do not want to receive promotional text messages The General Terms and Conditions for the Direct NET Service form an integral part of this Registration Form and have the force of an agreement. By signing this Registration Form, the user acknowledges he has read the General Terms for the Raiffeisen NET Services for Private Individuals and the applicable Fee Schedules of the Bank and that his signature on this form is genuine. He confirms to have received, read and understood the above documents and agrees to be bound by them. By signing this Registration Form, the User acknowledges to have been provided with the Information Sheet in the negotiation stage. All other terms of the Agreement are contained in the General Terms of the Raiffeisen NET services. This Registration Form has the effect of an agreement when it has been signed by both parties. Place and date: Service user's signature: To be completed by the Bank Place and data of receiving this Registration Form: Code of the envelope containing the identification no.: Serial number of the issued mini token: Bank officer: Bank officer's signature:

3 GENERAL TERMS OF USE RAIFFEISEN NET SERVICES FOR PRIVATE INDIVIDUALS TERMS Bank Raiffeisen BANK d.d. Bosna i Hercegovina Raiffeisen NET services: - Raiffeisen Direct SMS - Raiffeisen Direct NET - Raiffeisen mobile banking (R'm'B) - Raiffeisen NET via SMS Users a user is a private individual who establishes a business relation with the Bank to use one of the Raiffeisen NET electronic services, for purposes other than business or commercial use. Registration Form a registration form that has the force of an agreement and whose integral part are the General Terms of Use of Raiffeisen NET services for Private Individuals. Account payment account current account Identification Means identification number, mini token and SMS code Static Password the password written on the mini token (changeable after login) for users of the Raiffeisen Direct NET service. Dynamic Password a single password generated by the mini token for users of the Raiffeisen Direct NET service. SMS Password single password sent to the customer for login to the Raiffeisen NET via SMS service. Information Sheet a document by which the Bank informs the User in the negotiation stage about the terms and conditions and the main features of the product offered. SCOPE OF APPLICABILITY These General Terms of Use of the Raiffeisen NET Services for Private Individuals define the rights, duties and terms of use of the Raiffeisen NET services offered to customers who have registered to one or more Raiffeisen NET services (hereinafter: the General Terms). Integral parts of these General Terms are the Fee Schedule for Private Products and Services, the Time Sheet for Payment Transactions and individual User Manuals for the Raiffeisen NET Services. All these documents are available in the Bank's branches and at its official website: GENERAL TERMS FOR RAIFFEISEN NET SERVICES Who is eligible for the service? The Raiffeisen NET service is available to all private customers, both residents and non-residents, who meet the following minimum requirements: Residents (local private customers) are: private individuals who are nationals of Bosnia &Herzegovina and can prove this by presenting an identification card (CIPS) or passport issued by the competent authority of Bosnia and Herzegovina. private individuals who hold a passport of Bosnia & Herzegovina issued by the competent authority, embassy or consular office of Bosnia and Herzegovina but do not have a registered residence/domicile in Bosnia & Herzegovina. Non-residents (foreign private customers) are: private individuals who are not nationals of Bosnia & Herzegovina and can prove this by presenting a foreigner's identification card issued by the competent authority in Bosnia & Herzegovina (CIPS) or a passport of their home country. NOTE: a private individual that was originally registered with the Bank as a non-resident can change his status into a resident by presenting a resident passport or identification card (CIPS) as well as a certificate of residence/domicile (CIPS). To register to the Raiffeisen NET service, the customer has to meet the following minimum requirements: - already hold a Maestro/Visa/MasterCard Gold debit card (current account) at Raiffeisen Bank; - own a mobile phone and GSM card of from a telecom company based in Bosnia & Herzegovina (for Raiffeisen Direct SMS); - have a mobile phone with internet access and a GSM card from a telecom operator based in Bosnia and Herzegovina (for RmB); - accept the General Terms of Use of Raiffeisen Net Services. TYPES AND SPECIFICS OF RAIFFEISEN NET SERVICES Raiffeisen Direct NET Raiffeisen Direct NET is an online banking service for private individuals allowing users to directly access their own accounts, perform financial transactions and communicate with the Bank 24 hours a day. User authorisation is made by an identification number and mini token.

4 Raiffeisen NET via SMS Raiffeisen Direct NET is an online banking service for private individuals allowing users to directly access their own accounts, perform financial transactions and communicate with the Bank 24 hours a day. User authorisation is made by an identification number and SMS password. Raiffeisen Direct SMS Raiffeisen Direct SMS provides customers with quick and safe access to information, 24 hours a day, 7 days a week. It is a convenient and quick way to communicate with the bank, allowing customers to check their own finances by sending a text message to the designated number. Raiffeisen Direct SMS enables customers to: Check their account balance by sending a text message to 091/ ; receive notices on their mobile phone of the minimum monthly amount to pay on their card account by the 5th day of each month (if they hold a Master Card/Visa Credit, MasterCard Shopping Card/Visa Gold or Charge card). Raiffeisen mobile banking R'm'B Raiffeisen mobile banking is a service that provides the user with access to their own accounts and enables them to make financial transactions 24 hours a day via their own mobile phone with internet access. Negotiating the use of the Raiffeisen NET service By completing and signing the Registration Form/ Agreement for Use of the Raiffeisen NET Service, the User accepts the General Terms. The selected service will be made available once the Bank has received the signed Registration Form/Agreement and issued the User with the identification means needed to use the service, and has activated the service and the identification means, within 7 days from the date on which the identification means has been issued. By signing the Registration Form/Agreement, the User acknowledges to have been provided with the Information Sheet in the negotiation stage. Obligations of the User When using one of the Raiffeisen NET services for private individuals, the User shall adhere to the General Terms and comply with the service use instructions and legal regulations. The User shall use the Raiffeisen NET services in the way defined by the respective User Manual for the Raiffeisen NET Services for Private Individuals. The User shall have the obligation and the responsibility to provide correct and complete data. The Bank does not accept any responsibility for the execution of electronic orders that have been wrongly created or placed by the User. The User shall transact business up to the amount of funds available in his account and in accordance with valid agreements with the Bank and applicable legal regulations. After receipt of the identification means, the User shall memorise the identification number, destroy the envelope in which it was delivered and change the mini token s static password for the Raiffeisen Direct NET service, or respectively, the static password for the Raiffeisen NET via SMS service. The internet access needed for the use of the service shall be ensured by the User at his own costs. The Bank is the only authorised provider of the R m B application in its latest version. The User shall download the latest version of the Raiffeisen mobile banking application. The R'm'B application contains data that are available off-line. The data that are available offline in the R'm'B application are partial and variable (e.g. data on branch locations, business hours etc.) and for information only. Therefore, they are not necessarily official and binding information of the Bank. Complete data can be obtained in any of the Bank s branches. The User shall be responsible for the proper Use of the identification means and held liable for any damage resulting from irresponsible use of the identification devices as well as electronic payment orders placed by the User due to irresponsible use. The User shall notify the Bank in a timely manner (within the shortest possible time) of any changes that are relevant for the use of the service. Otherwise, the data last delivered to the Bank and kept on its records shall be deemed valid. The Bank may not be held responsible for any damage that the User might suffer due to failure to notify the Bank in a timely manner of any changes in his data. Obligations of the Bank The Bank shall process the Registration Form/ Agreement for the use of any of the Raiffeisen NET services for private individuals in accordance with the General Terms and applicable legal regulations. When the Agreement has been made, the Bank shall issue the User with an identification mean and a brochure with brief instructions for use. All actions taken by the User shall be recorded by the Bank's IT-system. The Bank shall retain all ITrecords of these actions in accordance with legal regulations. In order for the Bank to carry out electronic orders, the User shall place properly completed orders and keep sufficient funds available in the account to debit for the payment, which shall consist of the payment amount indicated in the electronic order increased by the amount of the Bank s fees.

5 The Bank will carry out payment orders only if all conditions have been met that are laid down in the legal regulations governing domestic payments. An order is deemed accepted when assigned the "in processing status by the Bank. From that moment on, the responsibility for order execution shall rest with the Bank. Orders shall be executed within the deadlines and in the way prescribed by the Central Bank of B&H. An electronic order shall be deemed executed when assigned the processed status by the Bank. Payments to the User's personal accounts at the Bank and money transfers to other persons' accounts at the Bank shall be executed on the same business day if the relevant order has been received between 8am and 4pm. Orders received after business hours shall be processed on the next business day. Orders for payment via Giro Clearing and RTGS received between 8am and 4pm shall be processed on the same day. Orders received after business hours shall be processed on the next business day. In case an order cannot be executed, it will be given the status rejected/returned. Data transmitted to the User through the Raiffeisen DirectSMS service is informative and does not replace the monthly account statement. The Bank retains the right to temporarily suspend the service when it believes that fraud has occurred or might occur. Blocking the identification mean In the event of loss, theft or suspected misuse of the identification means or mobile phone, the User shall immediately notify the Bank to that effect by either calling the Raiffeisen Direct Info at (0) which is available around the clock or coming in person to his nearest Raiffeisen Bank branch. After such notification, the Bank shall block the identification mean to prevent any fraud, following the User's request by phone. To reactivate the service, the User has to visit one of the Bank's branches and file a request to have the identification mean unblocked by filling in the respective form and/or request for a new identification mean. Security concept The Bank may temporarily block or cancel the use of the Raiffeisen NET service when it has reasons to believe that the security of the service use is impaired or there is the possibility of fraudulent or unauthorised use of the service. The Bank may also temporarily block and/or cancel the use of the Raiffeisen NET service if it finds or has reasons to believe that the Anti-Money Laundering and Counter-Terrorism Financing Law has been or might be violated. The User shall take all reasonable precaution steps to prevent any fraud, especially safe-keep the mini token authentication mean for the Raiffeisen Direct NET service, the identification number which is one of the means used for all Raiffeisen NET services, the SMS password for the Raiffeisen NET via SMS service which is a one-time password generated by the Bank and sent to the User's mobile phone indicated in the Registration Form / Agreement, as well as the mobile phone with the installed R'm'B application. The User has the responsibility to take care of the identification means received from the Bank and to see to it that these devices do not pass into possession of any unauthorised person. The risk of fraud related to the identification data, especially the identification number, the static and the dynamic password rests exclusively with the User. The User shall use the Raiffeisen NET services in the ways defined by the individual User Manuals for the Raiffeisen NET services that are available in writing at the Bank's braches and its official website It is the sole responsibility of the user to obtain and maintain his own hardware and software. The User is aware of and accepts the fact that the Raiffeisen NET services are services which, depending on their type, include data transmission through the internet and mobile phone and accepts the risks commonly associated with the use of the internet and mobile phones. Damage liability The Bank shall not be liable for any damage incurred before the loss, theft of suspected fraud of the identification means or mobile phone has been reported to it. The Bank shall charge the costs in connection with the issuing of a new identification mean from the User in accordance with its Fee Schedule for Products and Services for Private Individuals. The Bank shall not be liable in case it is unable to carry out an electronic order due to a mistake by the User. The Bank shall not be liable for any malfunctions or interruptions in telecommunication networks, or any mistakes that may occur in data transmission via the telecommunication network, or disabled access to the service (for any reasons), or any damage resulting from the above. Service fee The Bank shall charge a monthly fee for the service provided, in principle from the debit card issued to the User, subject to its Fee Schedule for Products and Services for Private Individuals. The Bank shall also charge a fee for the processing of electronic orders, in accordance with its Fee Schedule for Products and Services for Private Individuals. By

6 signing the Registration Form/Agreement, the User acknowledges being aware of those fees and accepts to be bound by them. The Fee Schedules for Products and Services for Private Individuals are available at the Bank's branches and at its official website The User authorises the Bank, without having to obtain the User's further approval or consent, to charge the fee for the electronic service from the funds held in any of the User's accounts with the Bank. The Fee Schedules for Products and Services for Private Individuals as a price list for services are subject to changes and shall be changed from time to time in accordance with the Bank's business policy conditioned by the economic viability of its business. Such changed fees shall be applied to the existing Agreement without the need to amend the Agreement and/or obtain the User's consent for their applicability. The Fee Schedules are available to the User any time at the Bank's counters for information and comparison with other banks' fee schedules, freely and without being conditioned with the choice of the commercial bank the User might do business with at his own discretion. The User will be deemed to have accepted the changed fee unless he cancels the service within 15 days from being charged the first fee under the new fee schedule. User support For any questions or clarification regarding the use of the Raiffeisen NET service, the User can call Raiffeisen Direct info (0) Complaints For any complaints related to the calculation of the fee service or any disagreement between the account statement and the transactions generated by the online banking system, the User shall check his account statements and refer any disagreements to the Bank within 15 days from receiving the account statement. Any complaints related to the use of the service shall be referred to the Bank by filing the designated form from the Bank's official website, by a message through the user application or by filing the designated form at any of the Bank's branches. The Bank shall collect any complaints of the User and forward them to the responsible unit for handling. The Bank shall respond to the User at its earliest convenience. In case of any complaints about the Bank's performance of the Agreement, the User may file a written complaint at the following address: Raiffeisen BANK d.d. Bosna i Hercegovina, Complaint Department, Zmaja od Bosne bb, Sarajevo. The Bank shall respond to the complaint within thirty 30 days from the date on which the complaint has been received. If the User is not satisfied with the Bank's response, he may sent a written notice to the Banking Agency within fifteen (15) days from receiving the Bank's response, i.e. expiry of the deadline for the Bank's response, to the following address: Banking Agency of the Federation of Bosnia and Herzegovina: Koševo 3, Sarajevo; Banking Agency of the Republika Srpska: Vase Pelagića 11a, Banja Luka. In case the dispute could not be resolved, the User may take legal action at a court having jurisdiction for the place in which the Agreement was signed. Service cancellation The User may file a Request for Termination of any or all of the Raiffeisen NET services at his nearest Raiffeisen branch, by presenting his identification document, returning his identification mean mini token which is owned by the Bank and settling all obligations then existing in connection with the use of the particular service, the costs and fees in accordance with the Fee Schedule for Products and Services for Private Individuals. If the User cancels any of the agreed Raiffeisen NET services, he shall still retain the right to use all other agreed Raiffeisen NET services. If the service is cancelled by the Bank or the User, the User shall return the identification device mini token and settle all outstanding obligations, costs and fees in accordance with the Bank's Fee Schedules for Products and Services for Private Individuals then in force, within the period to be set by the Bank's Termination Notice. In the event the identification device mini token is not returned to the Bank when the service is terminated, the Bank shall have the right to charge the User with the fees for the issued device in accordance with its Fee Schedule for Products and Services for Private Individuals by debiting any of the User's accounts held with the Bank. The Bank retains the right to unilaterally terminate the service, in the event the User exceeds his rights, breaches the provisions of these General Terms or legal regulations, or in the event of reasonable suspicion of misuse. The Bank shall be entitled to unilaterally cancel the service if the User fails to provide sufficient funds in the account to cover the service fee for three consecutive billing periods. In the event that the User fails to meet this obligation in the way and in the period set by the Bank's written notice, the Bank shall have the right to collect the amounts payable to it in accordance with its Fee Schedule for Products and Services for Private Individuals, by debiting any of the User's accounts opened with the Bank. If the bank is unable to collect the amounts owned to it for the Raiffeisen NET service in the way

7 specified above, then the Bank shall take legal action to collect its claims. The service termination is effective as of the day on which the Termination Request or Termination Notice is served. If the user does not access the user application Raiffeisen NET via SMS/Raiffeisen Mobile Banking a single time during 12 months, he shall be deemed to have cancelled the service. If the user does not access the user application Direct NET a single time during 12 months, he shall be obliged to notify the Bank in writing of his service cancellation and return the identification device mini token. Data privacy The Bank shall use the User s personal data contained in the Registration Form/Agreement for the sole purposes of delivering the service and communicating with the User, including the sending of short promotional messages. The Bank warrants not to disclose the user s personal data to third parties and to use them solely for the purposes determined in the previous section, safe for events where the Bank is required by the law to pass on data on the User and/or his account transactions. The Bank shall be entitled to use these data within its group for the purpose of creating a common customer base as well as legitimate business activities of the Bank and its group and for the purpose of anti-money laundering and counterterrorism financing. Minimum technical requirements for service use Raiffeisen Direct Net and Raiffeisen NET via SMS The user of the Raiffeisen Direct NET and NET via SMS service shall ensure the following minimum technical requirements: a processor of the generation PII or higher, minimum memory of 64 MB, minimum hard disk space of 80 MB, internet access of at least 33.6 Kbps speed, a video card capable of displaying a resolution of 800 x 600 or higher, operational system Windows 98, Windows ME, Windows NT 4.0 (SP 6), Windows 2000 or Windows XP, Internet Explorer 5.5 or newer. Raiffeisen Direct SMS A mobile phone capable of sending and receiving text messages. Raiffeisen mobile banking R'm'B A mobile phone meeting the requirements for the use of the R'm'B application with internet connectivity. Change of conditions The Bank reserves the right to change the terms and conditions laid down in these General Terms of Use of Raiffeisen NET services. The Bank shall display the changed General Terms prominently in its offices or at its official web site. The User shall be deemed to have accepted the changed General Terms unless he terminated the Agreement within 15 days from the date the changed General Terms were made available. Disclaimer The Bank waives any liability for not being able to perform its obligations under these General Terms in case it is reasonably prevented from delivering the services, especially by events or actions which make the communication between the User and the Bank difficult or impossible or make domestic or international payments impossible, and which events might be caused by force majeure, war, unrest, acts of terrorism, strike, interruption of telecommunication lines and any other events beyond the Bank's control. Final provisions The General Terms of Use for any of the electronic services form an integral part of the Registration Form that has the force of an agreement. The General Terms of Use for any of the electronic services shall become binding on the User as of the date he signs the Registration Form. The Bank retains the right to temporarily suspend the service due to technical reasons without special notification. If either of the parties has a dispute regarding these General Terms that cannot be resolved amicably, such dispute shall be referred to the Municipal Court of Sarajevo as the court of competent jurisdiction. These General Terms apply to the Raiffeisen NET Services for Private Individuals. By signing the Registration Form as an expression of his free will and his previous independent and personal assessment of all terms and conditions for doing business with the Bank, the User acknowledges to have been provided with a copy of these General Terms, to have read and agreed to be bound by them before signing the Agreement. Any matters not explicitly specified in these General Terms shall be governed by the laws and regulations for the private lending business. In case the provisions of these General Terms are changed to reflect new legal regulations, those new regulations shall apply until they have been incorporated into these General Terms. These General Terms shall become effective on 16/08/2013.