Personal Data Protection and Privacy Policy

In our business operations, we pay great attention to the processing of personal data. We thank you for your trust, and in case you provide your personal data, we are aware of the responsibilities that arise from it. With the aim of defining the methods of personal data processing and protection, we have adopted this Privacy Policy of the Company in which you can learn about all the details of personal data processing, how they are protected, as well as all other relevant information.

We will gladly answer all your questions regarding the protection and processing of your personal data.

The owner of the website www.truebikexp.com that you visited is the company True Bike Experience d.o.o.

Definitions

According to Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter: General Data Protection Regulation), personal data is any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

Data processing means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

Information

As a data subject, you are provided with the following information in accordance with Article 13 of the General Data Protection Regulation:

identity and contact details of the data controller: True Bike Experience d.o.o., Ulica Stjepana Bencekovića 31, 10000 Zagreb, Croatia, OIB: 20373143642, info@truebikexp.com, tel: 00 385 91 6308 266
contact details of the data protection officer: miro@truebikexp.com
the purposes of the processing for which the personal data are intended as well as the legal basis for the processing: execution of contract, protection of vital interests of the data subject, providing customer support, and marketing
recipients or categories of recipients of the personal data: intermediaries and/or collaborators who have a contractual relationship with True Bike Experience d.o.o.
True Bike Experience d.o.o. will not transfer personal data to a third country or international organization, except with your explicit consent.
the period for which the personal data will be stored/criteria used to determine that period: five years
the data subject has the right to request access to personal data and rectification or erasure of personal data or restriction of processing concerning the data subject or to object to processing as well as the right to data portability;
if the processing is based on the data subject’s consent, the data subject is authorized to withdraw consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal;
the data subject has the right to lodge a complaint with a supervisory authority;
the provision of personal data is not a necessary condition for concluding a contract, and the data subject has no obligation to provide personal data and there are no consequences if such data are not provided, but failure to provide the necessary data may affect the possibility and/or quality of contract fulfillment;
automated decision-making does not exist.

Data Relating to Children

According to the General Data Protection Regulation, children deserve special protection in all aspects, including the protection of personal data.

In accordance with Article 19, Paragraph 1 of the Law on Implementation of the General Data Protection Regulation, children are considered to be all persons under the age of 16, and BIKE d.o.o. does not request or collect personal data of children or about them without the consent of the holder of parental responsibility.

Therefore, True Bike Experience d.o.o. will make all reasonable efforts to process data received from children only with the consent of the holder of parental responsibility.

If True Bike Experience d.o.o. learns that it has been sent personal data of children, but without valid consent of the holder of parental responsibility, True Bike Experience d.o.o. will reasonably try to do the following:

delete those personal data from its files as soon as possible; and
ensure, in case deletion is not possible, that those personal data are not further used for any purpose;
and in any case will not give them to any third party.

Method of Data Collection

Personal data are collected directly from the individual – data provided for the purpose of concluding or executing a contract, by creating a user account on the website directly, by telephone conversation with the individual.

True Bike Experience d.o.o. collects personal data of Customers only to the extent necessary to fulfill its obligations according to Customer requirements, or for which there is a legitimate interest and for which it has the Customer’s consent for the purpose of information, customer support, and marketing to the extent that it is important for the business of True Bike Experience d.o.o.

True Bike Experience d.o.o. undertakes to protect the personal data of Customers in accordance with the General Data Protection Regulation and undertakes not to disclose personal data to third parties without the Customer’s consent in any way or use them for undefined purposes. Processing of personal data that represents a contractual obligation is performed with the highest standards of security and business operations. The customer can at any time object to the processing of their personal data based on their specific situation. The customer has the right to request supplementation, correction, or modification of inaccurate personal data.

This excludes cases in which True Bike Experience d.o.o. is obliged, by a valid order of authorized state bodies, in accordance with the law, to provide or allow access to the personal data of customers.

Data Being Collected

The data collected by True Bike Experience d.o.o. are name, surname, address, phone number, and email address.

1. We collect data from you personally when concluding a rental agreement for the following purposes

Fulfillment of contractual obligations in which the data subject is a party or in order to take actions at the request of the data subject before concluding a contract
Creating your profile in our user database.
Contacting and identifying users of the rental item.
Recording data on purchases, invoice amount, and payment method.
Support for all your inquiries, comments, and suggestions.
Support in the complaint process.

2. True Bike Experience d.o.o. does not record your credit card number or store transaction data. True Bike Experience d.o.o. uses the services of a third party, the authorized credit card processor Wordline, which protects your data through encryption.

3. We also collect and process data

through a form on the website
directly by email
by phone call
by copying an identification document

The data collected in this way is used only for processing the requested information and user inquiries and for the purpose of ensuring a quality user experience. The data is available only to employees who need it to fulfill the contract. Customers and users of the website may be asked to give consent that, in accordance with the General Data Protection Regulation and in accordance with the requested inquiry, they agree to the processing of personal data, specifically when personal data is processed based on consent.

4. Newsletters

True Bike Experience d.o.o. collects email addresses of users which it uses to send newsletters or electronic messages containing promotional messages, offers, and news.

5. Collection for the purpose of providing customer support and marketing

True Bike Experience d.o.o., with the Customer’s consent, may use personal data to inform about new and promotional products and to deliver promotional materials, newsletters, and to improve relationships with Customers.

6. Controller of personal data

True Bike Experience d.o.o. is the controller of personal data in accordance with the law and regulations on personal data protection. True Bike Experience d.o.o., as the controller of personal data, determines the purpose and means of processing personal data and is responsible for storing and using personal data in paper and/or electronic form.

7. Data Protection Officer

Pursuant to Article 37 of the General Data Protection Regulation, True Bike Experience d.o.o., as the controller of personal data, has appointed a data protection officer whom you can contact via email at info@truebikexp.com

8. Personal Data Breach

In case of a personal data breach, True Bike Experience d.o.o., without undue delay and, where feasible, not later than 72 hours after having become aware of it, notifies the competent supervisory authority of the personal data breach, unless the personal data breach is unlikely to result in a risk to the rights and freedoms of natural persons. Where the notification to the supervisory authority is not made within 72 hours, it shall be accompanied by reasons for the delay.

Who are the entities with whom True Bike Experience d.o.o. may share personal data?

Social media service providers

When creating an account on the website, it is necessary to enter your data (email, first and last name).

Email promotional message service providers

True Bike Experience d.o.o. works with third-party service providers to carry out activities related to sending emails, advertising, and analyzing the use of our websites and applications, and monitoring the effectiveness of campaigns.

We share personal data only to the extent necessary for the performance of the service on our behalf. Below you can check who the third-party service providers necessary for cooperation are:

Google – Google Analytics which is used to track web statistics and demographic data and behavior of web users. We use it to track the effectiveness of our marketing campaigns. Third-party information: Google Dublin, Google Ireland Ltd, Gordon House, Barrow Street, Dublin 4, Ireland, Fax: +353 (1) 436 1001. Google Analytics Terms of Service:

https://www.google.com/analytics/terms/gb.html, General overview of the principles of security and privacy of Google Analytics:

https://support.google.com/analytics/answer/6004245?hl=en, as well as Google’s Privacy Policy: https://policies.google.com/privacy?hl=en.

These websites use Google Analytics to analyze visitor traffic regardless of the type of device, which is based on the user identification number (ID). You can disable tracking of your use of multiple devices in your Google account under “My Information”, “Personal Information”.

Cookie Policy

A “cookie” is a piece of information stored on a user’s computer, mobile phone, or tablet (hereinafter: “device”), which may be delivered directly from the website you visit (first-party cookies) or in collaboration with and for the needs of the website from a third party (third-party cookies). Cookies typically store user settings, website settings, etc. After the user reopens the website, the user’s internet browser sends back cookies that belong to this website. This allows the site to display information tailored to the user’s needs. Cookies can have a wide range of information, including some personal information. Such information can only be stored if the user allows it. The website itself cannot gain access to information that the user does not allow and cannot access any other file on the user’s computer.

For websites to work properly, they must store a small amount of cookies on the user’s computer. According to the General Data Protection Regulation, the Law on Implementation of the General Data Protection Regulation, and the Electronic Communications Act, True Bike Experience d.o.o. must request the user’s consent (permission) before storing Cookies, except for necessary ones.

Necessary cookies are essential for the page to be fully functional and for you to successfully track your shopping cart for online shopping. You cannot disable this type of cookies on your own.

If the user does not consent to the use of cookies, except for necessary ones, there is a possibility that the site will not be able to use some of the functionalities offered by the online store.

What is the task of cookies?

The task of a cookie that you have allowed to be stored on your computer is to save your settings, website settings, your preferred language, or address. When you visit the same site again after some time, the internet browser you use sends information tailored to your needs.

Depending on the defined task, cookies store a wide range of information that, among others, includes personal data. However, you exclusively decide what information cookies will store. In the settings of your internet browser, you can choose whether to approve or reject requests to save cookies.

By disabling cookies, you may not be able to use some of the functionalities on the sites you visit.

Types of cookies

Persistent cookies remain on the computer after closing the internet browser program. Persistent cookies will remain on the computer or mobile device for days, months, even years, and are intended to store permanent data such as username and password so that you don’t have to log in each time.

Temporary cookies disappear from the computer after you close the internet browser. They help store temporary data such as information you provide when you are in online shopping.

First-party cookies can be persistent or temporary, and they store data that you will use again during your next visit to the pages from which they were stored on your computer.

Third-party cookies or so-called advertising cookies are stored on your computer if you use advertisements and ads on the page you are visiting and it redirects you to a third party. This method is used to track Internet usage for marketing purposes.

True Bike Experience d.o.o. uses cookies to improve user experience, for the functioning of the site in the context of security, and for actions that the site visitor chooses independently (web form for sending messages or requesting services). Temporary cookies are deleted when you leave the internet browser. Their only purpose is to improve the user experience during the visit to the site. Persistent cookies have no limitations and remain in your browser until you manually delete them. The collected data is used exclusively for statistical purposes.

These are examples of third parties that provide data analysis and marketing processing services

Google – Google Analytics which is used to track web statistics and demographic data and behavior of web users. We use it to track the effectiveness of our marketing campaigns. If you want to prevent this service from saving cookies, you can do so at the following link: https://tools.google.com/dlpage/gaoptout
Facebook – Facebook social network collects data for the purpose of tracking and measuring the success of marketing campaigns, behavior of web users, and creating customized ads.

For more information about the purpose and scope of data collection and processing by the plugin provider, please see the privacy statements of these providers listed below.

a) Facebook Inc., 1601 S California Ave, Palo Alto, California 94304, USA; http://www.facebook.com/policy.php for more information on data collection: http://www.facebook.com/help/186325668085084, http://www.facebook.com/about/privacy/your-info-on-other#applications as well as http://www.facebook.com/about/privacy/your-info#everyoneinfo Facebook has registered for the EU-US Privacy Shield, https://www.privacyshield.gov/EU-US-Framework.

b) Google Inc., 1600 Amphitheater Parkway, Mountainview, California 94043, USA; https://www.google.com/policies/privacy/partners/?hl=de. Google has registered itself for the EU-US Privacy Shield, https://www.privacyshield.gov/EU-US-Framework.

Rights of Data Subjects

True Bike Experience d.o.o. – online store collects user data in accordance with the General Data Protection Regulation and the Law on Implementation of the General Data Protection Regulation.

Every user can at any time:

request access to their personal data and request updating of personal data and any inaccuracies.
ask us to provide you with additional information about how we use your data.
receive personal data about you that you have given us in a structured, commonly used, and machine-readable format and – where technically feasible – to transfer that data to another controller without hindrance if the processing of your data is based on your consent and is carried out by automated means.
request deletion of the user’s personal data and request deletion of data for which there is no longer a legal basis for use, provided that users can request deletion of only their personal data, and for the protection of users, we may ask you to verify your identity before processing the request.
in cases where processing is based on consent and related to any direct marketing, withdraw your consent with effect for the future so that we cease such specific processing.
object to any processing (including profiling) that is based on legitimate interest due to your specific situation, unless the reasons for carrying out such processing are stronger than the right to personal data protection.
ask us to restrict the way we use your data, e.g., while an objection is being processed.

True Bike Experience d.o.o. may refuse to carry out the request if it endangers the privacy of the user or other users, if the application of the request is contrary to the law, in exceptions for the protection of the public interest (e.g., prevention or detection of crime), legal obligations or rights and freedoms of others.

Requests for access, correction, or deletion of data can be sent to:

info@truebikexp.com or to the headquarters address of True Bike Experience d.o.o., Ulica Stjepana Bencekovića 31, 10000 Zagreb, Croatia.

Processing such a request can be technically and time-consuming, and in complex cases or in the case of a larger number of requests, a longer time is needed for data processing, of which we will notify you in a lawful and secure manner.

How do we ensure the security of your data?

In order to preserve the security, integrity, and availability of customers’ personal data, we secure the data with a series of security measures that include encryption, authentication, and strictly limited access to data.

Some of the measures we use include:

minimizing the processing of personal data
strictly limited access to personal data based on the “need to know” principle
using data only in accordance with legitimate interest, contractual obligation, or the Customer’s consent
secure data transfer
installation of antivirus programs and firewalls on IT systems to detect, prevent misuse of personal data, and unauthorized access to data
improving information security
physical protection measures
employee training on data protection
human security, etc.

The security measures implemented aim to:

Prevent unauthorized persons from gaining access to data processing systems in which personal data is processed;
Prevent persons who have the right to use the data processing system from accessing personal data beyond their needs and authorizations;
Ensure that personal data during electronic transmission or during transfer cannot be read, copied, modified, or removed without authorization;
Ensure the availability of system records for the purpose of determining by whom personal data was entered, modified, or removed from the data processing system;
Ensure that in the case where processing is performed by a processor, the data can only be processed in accordance with the instructions of BIKE d.o.o.;
Ensure that personal data is protected from unwanted destruction or loss;
Ensure that personal data collected for different purposes can be processed separately;
Ensure that personal data is not kept longer than necessary.

How long do we keep your personal data?

We store and keep personal data for five years from the realization of the event for which you purchased the ticket, unless applicable regulations provide for a longer retention period for a particular purpose.

In case of giving consent for marketing, we keep the data for five years from the delivery of personal data to True Bike Experience d.o.o. Withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal. Withdrawal is submitted in writing. Personal data that is no longer needed is either irreversibly anonymized or securely destroyed.

Contacts

For all information, compliments, complaints, and any other notifications, Customers can contact True Bike Experience d.o.o. at the address Ulica Stjepana Bencekovića 31, Zagreb, 10000 Zagreb, Croatia.
Phone: 00 385 91 6308 266
E-mail: info@truebikexp.hr

ZAGREB

Book your e-bikes and create unforgettable moments

After you complete your online reservation, our team will get in touch with you as soon as possible to arrange the delivery and pickup of your reserved e-bikes.

Available

Booked

Unavailable for booking

	M	T	W	T	F	S	S
31						1	2
32	3	4	5	6	7	8	9
33	10	11	12	13	14	15	16
34	17	18	19	August 20, 2026High Season 20	August 21, 2026High Season 21	August 22, 2026High Season 22	August 23, 2026High Season 23
35	August 24, 2026High Season 24	August 25, 2026High Season 25	August 26, 2026High Season 26	August 27, 2026High Season 27	August 28, 2026High Season 28	August 29, 2026High Season 29	August 30, 2026High Season 30
36	August 31, 2026High Season 31

	M	T	W	T	F	S	S
36		September 1, 2026High Season 1	September 2, 2026Low Season 2	September 3, 2026Low Season 3	September 4, 2026Low Season 4	September 5, 2026Low Season 5	September 6, 2026Low Season 6
37	September 7, 2026Low Season 7	September 8, 2026Low Season 8	September 9, 2026Low Season 9	September 10, 2026Low Season 10	September 11, 2026Low Season 11	September 12, 2026Low Season 12	September 13, 2026Low Season 13
38	September 14, 2026Low Season 14	September 15, 2026Low Season 15	September 16, 2026Low Season 16	September 17, 2026Low Season 17	September 18, 2026Low Season 18	September 19, 2026Low Season 19	September 20, 2026Low Season 20
39	September 21, 2026Low Season 21	September 22, 2026Low Season 22	September 23, 2026Low Season 23	September 24, 2026Low Season 24	September 25, 2026Low Season 25	September 26, 2026Low Season 26	September 27, 2026Low Season 27
40	September 28, 2026Low Season 28	September 29, 2026Low Season 29	September 30, 2026Low Season 30

	M	T	W	T	F	S	S
40				October 1, 2026Low Season 1	October 2, 2026Low Season 2	October 3, 2026Low Season 3	October 4, 2026Low Season 4
41	October 5, 2026Low Season 5	October 6, 2026Low Season 6	October 7, 2026Low Season 7	October 8, 2026Low Season 8	October 9, 2026Low Season 9	October 10, 2026Low Season 10	October 11, 2026Low Season 11
42	October 12, 2026Low Season 12	October 13, 2026Low Season 13	October 14, 2026Low Season 14	October 15, 2026Low Season 15	October 16, 2026Low Season 16	October 17, 2026Low Season 17	October 18, 2026Low Season 18
43	October 19, 2026Low Season 19	October 20, 2026Low Season 20	October 21, 2026Low Season 21	October 22, 2026Low Season 22	October 23, 2026Low Season 23	October 24, 2026Low Season 24	October 25, 2026Low Season 25
44	October 26, 2026Low Season 26	October 27, 2026Low Season 27	October 28, 2026Low Season 28	October 29, 2026Low Season 29	October 30, 2026Low Season 30	October 31, 2026Low Season 31

Start Date:

End Date:

Name^*

Last name^*

Email^*

Contact phone number^*

ONE44 HPC

REACTION

KATHMANDU

STEREO HYBRID ONE44 HPC e-Bikes (Off season) - rent 3h

STEREO HYBRID ONE44 HPC e-Bikes (High season) - rent 3h

REACTION HYBRID e-Bikes (Off season) - rent 3h

REACTION HYBRID e-Bikes (High season) - rent 3h

KATHMANDU HYBRID e-Bikes (Off season) - rent 3h

KATHMANDU HYBRID e-Bikes (High season) - rent 3h

Please enter height in cm or feet for each cyclist (one in each row)^*

This information is required to determine the right e-bike size. Be sure to specify whether the values are in cm or feet.

Please select your preferred e-bike rental time so we can ensure the best possible conditions and equipment for you.
To secure your booking, we charge a 3-hour minimum per day. Feel free to adjust your rental duration with our team when you arrive to pick up your bike! Any additional costs can be settled on-site by cash or credit card.

The longer you ride, the more you save! Book your eBike for a full 24 hours to save significantly. Plus, enjoy an additional 5% discount for 2 days, 10%for 3 days, or 15% off for rentals of 4 days or more.

Do you want 24h rent?^*

Yes No

Please let us know where you'd like your e-bikes delivered, along with any additional requests or notes regarding this reservation.^*

You’ve unlocked a 5% discount for your 2-day rental!
The discount will be applied to the final bill upon the return of the e-bikes.

You’ve unlocked a 10% discount for your 3-day rental!
The discount will be applied to the final bill upon the return of the e-bikes.

You’ve unlocked a 15% discount for your 4 or more days rental!
The discount will be applied to the final bill upon the return of the e-bikes.

Please select a date first.

By completing and submitting this reservation request, you fully agree to our Rental Conditions and Personal Data Protection and Privacy Policy as stated on our website.

Online booking

Make secure online payments with a popular card, Apple Pay, Google Pay or your PayPal account.

Checkout securely using your preferred payment method: major credit or debit cards, Apple Pay, Google Pay, PayPal, or a direct bank transfer through your internet or mobile banking.

Available

Booked

Unavailable for booking

	M	T	W	T	F	S	S
31						1	2
32	3	4	5	6	7	8	9
33	10	11	12	13	14	15	16
34	17	18	19	August 20, 2026High Season 20	August 21, 2026High Season 21	August 22, 2026High Season 22	August 23, 2026High Season 23
35	August 24, 2026High Season 24	August 25, 2026High Season 25	August 26, 2026High Season 26	August 27, 2026High Season 27	August 28, 2026High Season 28	August 29, 2026High Season 29	August 30, 2026High Season 30
36	August 31, 2026High Season 31

Start Date:

End Date:

Name^*

Last name^*

Email^*

Contact phone number^*

ONE44 HPC

REACTION

KATHMANDU

STEREO HYBRID ONE44 HPC e-Bikes (Off season) - rent 3h

STEREO HYBRID ONE44 HPC e-Bikes (High season) - rent 3h

REACTION HYBRID e-Bikes (Off season) - rent 3h

REACTION HYBRID e-Bikes (High season) - rent 3h

KATHMANDU HYBRID e-Bikes (Off season) - rent 3h

KATHMANDU HYBRID e-Bikes (High season) - rent 3h

Please enter height in cm or feet for each cyclist (one in each row)^*

This information is required to determine the right e-bike size. Be sure to specify whether the values are in cm or feet.

Do you want 24h rent?^*

Yes No

Please let us know where you'd like your e-bikes delivered, along with any additional requests or notes regarding this reservation.^*

You’ve unlocked a 5% discount for your 2-day rental!
The discount will be applied to the final bill upon the return of the e-bikes.

You’ve unlocked a 10% discount for your 3-day rental!
The discount will be applied to the final bill upon the return of the e-bikes.

You’ve unlocked a 15% discount for your 4 or more days rental!
The discount will be applied to the final bill upon the return of the e-bikes.

Please select a date first.

By completing and submitting this reservation request, you fully agree to our Rental Conditions and Personal Data Protection and Privacy Policy as stated on our website.

Online booking

Make secure online payments with a popular card, Apple Pay, Google Pay or your PayPal account.

Checkout securely using your preferred payment method: major credit or debit cards, Apple Pay, Google Pay, PayPal, or a direct bank transfer through your internet or mobile banking.

E-bike Reservation Policy

E-bikes are reserved by selecting the day or multiple days you wish to use them and paying a reservation fee. The reservation fee equals the price of 3 hours of rental per selected day and serves as confirmation and a guarantee that your e-Bike will be available during your chosen period.

Upon delivery of your e-bike to your chosen location, after completing the required formalities, you are free to decide how long you would like to use it within your reserved dates.

Delivery within Zagreb is 15 EUR per e-bike, and delivery up to 30 km outside the city is 30 EUR per e-bike. This fee covers both bringing the e-bikes to you and collecting them once your ride is over.

For your convenience, you can pre-book and pay for 24, 48, 72, 96 hours (1, 2, 3, 4 or more days) or more in full. This guarantees that the e-bike stays with you for the entire period, with no need to return it to the TBE center until your rental is over.

True Bike Experience (TBE) guarantees that your e-bike will be available to you throughout the entire period you selected in advance (for example, 3 consecutive days).

If the final rental amount based on your actual usage exceeds the amount paid online at the time of booking, the difference must be paid on site at our center.

If the amount paid online is higher than the final rental cost, the difference will be refunded in cash or you will receive a voucher code sent to the email address used during booking, in the amount of the unused balance.

The voucher may be used by you or gifted to someone else and is valid for 180 days from the date of issue.

Example in case of overpayment during online reservation:
If you reserve an e-bike for 3 days, you will pay the equivalent of 3 rental hours per day at the time of booking (a total of 9 hours).
If, upon pickup, you decide to use the e-bike for only 1 day, the difference between the amount paid and the amount used will be refunded in cashe or issued to you as a voucher code, valid within the stated period.

This system ensures availability during your selected dates while offering maximum flexibility and added safety for our guests.

E-bike rentals are available to individuals aged 14 and older. Children between 9 and 14 years old may ride only when accompanied by a person aged 16 or older.

Prices include VAT.

Upon delivery of your e-bike to your chosen location, after completing the required formalities, you are free to decide how long you would like to use it within your reserved dates.

E-bike rentals are available to individuals aged 14 and older. Children between 9 and 14 years old may ride only when accompanied by a person aged 16 or older.

Prices include VAT.

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