General Conditions for Online Ticket Sales

Pleso Transport Ltd. 
Av. Marina Držića 4
Zagreb, Croatia


Pursuant to Article 33, Paragraph 4, and in conjunction with Article 4, item 26 of the Road Transport Act ("Official Gazette", no. 82/2013), the president of the company establishes the following

General Conditions for Online Ticket Sales

 

1. General Conditions

Article 1.

These General Conditions for Online Ticket Sales apply to online ticket sales issued by Pleso prijevoz d.o.o. (hereinafter referred to as: Pleso prijevoz d.o.o.) on the web page www.plesoprijevoz.hr These General Conditions for Online Ticket Sales supplement General Conditions of Carriage by the Company Pleso prijevoz d.o.o. Zagreb

2. Contract of Carriage

Article 2.

Pleso prijevoz sells online tickets for connections marked on the web page www.plesoprijevoz.hr. By online booking, seats are automatically reserved. It is not possible to reserve a seat without purchasing a ticket. The Contract of Carriage is deemed to have been completed upon a successful payment transaction. Immediately upon the purchase, the ticket and the invoice shall be delivered to the Passenger via e-mail.

3. Ticket and invoice delivery

Article 3.

The Passenger is obliged to print out the ticket and invoice and bring them along. By boarding, the Passenger is obliged to deliver the ticket to the driver and is required to keep the invoice during the entire journey and produce it for inspection when asked.

4. Fees and mode of payment

Article 4.

Information on ticket prices can be found at www.plesoprijevoz.hr or at any ticket outlet of the company Pleso prijevoz d.o.o. Online tickets can be paid by credit cards American Express, MasterCard, Maestro and Visa. Instalment payment is not possible.

 

5. Online booking period

Article 5.

Online tickets from the Article 2. of these General conditions can be purchased online at www.plesoprijevoz.hr at least 24 hours prior to the coach departure time.

6. Refunds

Article 6.

Refunds are possible only pursuant to Article 9 of General Conditions of Carriage available on the web pagewww.plesoprijevoz.hr.

Refunds shall be made on the basis of a completed Refund Claim Form, which can be downloaded in PDF format on the web page www.plesoprijevoz.hr. The completed Refund Claim Form must be sent in good time to the e-mail address plesoprijevoz@plesoprijevoz.hr or by registered mail to the postal address Pleso prijevoz d.o.o., Av. Marina Držića 4, 10000 Zagreb. The credit for refunds shall be paid exclusively to the bank account stated on submitted Refund Claim.

7. Amendments

Article 7.

Amendments to online tickets are not possible. Should there be a change of a reservation, it is necessary to submit a Refund Claim and buy a new online ticket.

8. Miscellaneous

Article 8.

For any further questions relating to ticket sales, please feel free to contact us at the following address:

Pleso Transport Ltd. 
Av. Marina Držića 4
10000 Zagreb, Croatia
01/6331-999
plesoprijevoz@plesoprijevoz.hr

 

9. Final provisions

Article 9.

The carrier may modify these General Conditions in accordance with its business policy and applicable legal EU legislation and regulations.

Article 10.

These General Conditions shall enter into force upon its adoption and they will be available to the passengers on the website of the carrier www.plesoprijevoz.hr. Its adoption starts on 01/11/2013

10. Privacy statement

Peso transport pledges to protect customers' personal data in a way that it collects only the necessary, basic information about customers / users that are necessary to fulfill our obligations to inform customers about the way we collect data, and gives customers a choice on how their data, including the decision whether or not to have their name removed from lists used for marketing campaigns. All information provided will be kept strictly confidential and available only to those employees who need such information to perform their job. All Pleso transportation employees and business partners are responsible for respecting the policy.

11. Security statement

T-Com Pay Way applies the most modern standards of data protection - Secure Socket Layer (SSL) protocol with 128-bit encryption and MD5 algorithm. ISO 8583 protocol ensures that data exchange between T-Com system and the authorization centers of credit card companies is done in a private network that is protected from unauthorized access dual layer "firewall" (firewall).


Pursuant to Article 33, Paragraph 4, and in conjunction with Article 4, item 26 of the Road Transport Act ('Official Gazette', no. 82/2013), the president of the company establishes the following

GENERAL TERMS AND CONDITIONS OF TRANSPORT

I. GENERAL PROVISIONS

TRANSPORT OPERATOR is Pleso prijevoz d.o.o., Av.Marina Držića 4, Zagreb
PASSENGER is a person paying a fee to be transported by the Transport Operator
TRANSPORT IN THE DOMESTIC ROAD TRAFFIC is transport in the territory of the Republic of Croatia
TRANSPORT IN THE INTERNATIONAL ROAD TRAFFIC is transport between two or more countries
VEHICLE is a bus or personal vehicle intended solely for transport of passengers
TRAVEL TICKET is a document with which a Passenger is entitled to travel with the Transport Operator under the conditions set forth in these General Terms and Conditions of Transport

Article 1

These General Terms and Conditions of Transport shall determine the mutual relations between the Transport Operator and Passengers using services of the Transport Operator in public road transport and the conditions under which the Transport Operator will provide transport service to Passenger and his/her luggage.


II. TRANSPORT CONTRACT

Article 2

With the Transport Contract, the Transport Operator shall be obliged to safely transport Passenger and his/her luggage according to contracted route with published timetable, and the Passenger shall be obliged to pay a fee for transport to the Transport Operator. Transport Contract may be concluded between the Transport Operator and the party ordering the transport, in which case the ordering party undertakes the obligation of paying the fee for transport. The existence of a Transport Contract shall be evidenced by travel ticket or by separate contract.

Article 3

The travel ticket contains the date, time and the route of travel, information on the Transport Operator and the price of transport. The travel ticket is sold at authorised points of sale of the Transport Operator, Internet sites of the Transport Operator and in the Transport Operator's vehicles. The travel ticket can be printed out on a computer or on MPOS device or pre-printed.

Article 4

Types of travel cards are monthly ticket and carnet tickets.

Monthly ticket user is entitled to transport within a specified time period (a period of one month is calculated by the calendar i.e. from the first to the last day of the month) and is valid for an unlimited number of rides on a particular route at that time. Monthly ticket contains the user's first and last name, photo, assigned number of identification card, and its making is free of charge. Carnet tickets are a set of printed tickets (coupons) by which the user is entitled to 20 rides without time period limitation (1 set = 20 tickets). Payment is made in advance and end user is not defined. This ticket contains data on the Transport Operator, ordinal number and transport route.

Article 5

Travel ticket is usually issued for a single ride, or for a ride in one direction, and obliges the Transport Operator for a specific date and time of travel, which is indicated on the ticket.

Travel ticket can be issued for a daily two-way ride, or for a ride in both directions, and obliges the Transport Operator for a specific date, time and location of departure, or the same date and the opposite route in return, which is indicated on the ticket.

The Passenger can buy return travel ticket for travel on routes designated as such by the Transport Operator. Return travel ticket allows the Passenger an outward travel and a return travel on a pre-determined route, and the Transport Operator is obliged exclusively for the outward travel at the specific date and time of departure that is indicated on the ticket, whereas the Passenger is obliged to confirm the date and time of return by making a reservation.

The basis for calculating the price of the return travel ticket is the price of two full tickets in one direction according to the route of travel, less the amount of discount in accordance with predetermined commercial benefits of the Transport Operator. Validity period, which is calculated from the travel commencement date, is also indicated on the return travel ticket and the same cannot be used after the expiry of the validity period.

Return travel tickets are valid on lines of the Transport Operator and, in exceptional situations, on lines of other transport operators if there is an agreement between these transport operators.

Article 6

Change of departure date indicated on the travel ticket can be made if a Passenger submits a request to the traffic office or to an authorized person of the Transport Operator, or by e-mail on the official website, no later than 24 hours prior to travel commencement. The preceding paragraph of this Article shall not apply to the Internet sale of travel tickets.

Article 7

Passenger may book a place on the vehicle in person at organised points of sale of the Transport Operator, or by calling the phone number 01/6331-999, 051/330207; 051/336757, or by email to plesoprijevoz@plesoprijevoz.hr. Reservation obliges the Transport Operator only if a Passenger buys a travel ticket no later than 11:00 hours on the day preceding the travel. If a Passenger does not buy the travel ticket within the deadline indicated in paragraph 2 of this Article, the point of sale has the right to give his reservation to another passenger, and the previous Passenger loses the right to a reserved seat, as well as the right to claim for damages from the Transport Operator.

On certain routes the Transport Operator reserves the right to modify the number of the seat which was indicated on reservation. Reservation shall not be issued without a purchased travel ticket, except in case when the Passenger holds a return travel ticket.

Article 8

Article 6, Article 7 and Article 9 refer exclusively to transport services on Rijeka-Zagreb-Rijeka line.

 

III. REFUND OF TRANSPORT FEE ONE WAY AND RETURN TRAVEL TICKET

Article 9

The Transport Operator is obliged to refund the Passenger for transport fee decreased by the amount of 20% due to handling costs, if the Passenger cancels the travel and submits a request to the Transport Operator: - not later than 24 hours prior to departure.
If the Passenger submits a request for refund for unused part of the return travel ticket to the Transport Operator within the period of validity of the ticket, the Transport Operator shall decrease the price paid for the return travel ticket in the amount of one way ticket with the appropriate commercial benefit and 20% due to handling costs, and shall pay the difference to the Passenger. Validity period of return travel ticket shall be calculated from the travel commencement date.

Article 10

For lost, damaged or destroyed travel tickets, as well as for tickets that have been cancelled after the time specified in Article 9 Paragraph 1 of these General Terms and Conditions, transport fees shall not be refunded.
The Passenger who though his own fault travelled by bus of another transport operator, instead of the Transport Operator's from whom he bought the ticket, shall not have the right to refund of the amount paid for the travel ticket.

TRAVEL CARD

Article 11

If a Passenger buys a travel card and cancels the same, the Transport Operator may require refund of the fee.

a) Travel card for unlimited number of rides within a specified time period If refund of a travel card has been requested before the start of the validity period for which the same was purchased, the amount paid decreased for 10% due to handling costs shall be returned.

If refund of a travel card has been requested during the validity period of the same, therefore if the travel card is partially used, the amount of the card purchased on the travel cancellation date decreased by the number of days in which the card was utilised (excluding Saturdays, Sundays and holidays) and by 10% due to handling costs shall be returned.

An application for refund shall be granted only for a period of at least ten consecutive days, excluding Saturdays, Sundays and holidays, which must be accompanied by appropriate certificate.

A request for a reasonable refund (illness, termination of employment, etc.) of the part of the cash amount due to unused travel card can be submitted no later than 5 days after the expiration of the validity period of the same, and must be accompanied by proof of inability to use the travel card. If a travel card was bought within the period of validity of the same, it is not possible to have a refund for unused portion of days preceding the purchase.

b) Travel card for a specific number of rides If refund of a travel card has been requested during the validity period of the same, therefore if the travel card is partially used, the amount of the card purchased on the travel cancellation date decreased by the number of rides (coupons) and by 10% due to handling costs shall be returned. Request for a refund of the part of the cash amount due to unused travel card can be submitted no later than 5 days after the expiration of the validity period of the same.

Article 12

In case a travel card gets damaged, the Passenger will replace a damaged travel card with the new one, which will be valid until the validity date of the damaged travel card. In case the travel card is lost, the loss must be immediately reported to the point of sale of the Transport Operator.

Article 13

Transport fee refund shall be carried out based on complete and undamaged travel ticket to the current or gyro bank account of the user within a period of 15 days.

Article 14

The Passenger has the right to a written complaint within 30 days from the date the transport was performed or was supposed to be performed, which he shall be obliged to send to Pleso Transport d.o.o., Držićeva 4, Zagreb, or by e-mail on the official website. The Passenger is obliged to submit a travel ticket and a brief explanation of the complaint. The Transport Operator shall, within 30 days from the receipt of a written complaint, inform the Passengers if the statements from the complaint have been grounded, rejected or are still being processed. The Transport Operator shall give a definite answer within the deadline not longer than 3 months from the receipt of the written complaint.

Article 15

Passenger agrees that until the date of receipt of the written statement he shall not address the public in relation to the above mentioned service of transport. In case of dispute between Passenger and Transport Operator, the court that shall have the material and territorial jurisdiction shall be according to the headquarters of the Transport Operator.

IV. OBLIGATIONS OF PASSENGER

Article 16

Passenger is obliged to check all the elements of a travel ticket at the moment he receives it, and to immediately identify any errors to the sales staff. If Passenger does not inform the Transport Operator about the error on time, a travel ticket will be considered correct.

Article 17

The Transport Operator reserves the right not to issue a travel ticket and to refuse to accept transport of passengers whose behaviour causes damage to the Transport Operator's property and passengers who disturb other passengers or transport staff.

Article 18

Passenger is obliged to take care that at departure from the bus station or bus stop, or between bus stops, he enters the vehicle which drives at a specific route and that he exits the vehicle at his final stop. The Passenger may enter or exit the vehicle only at bus stations or bus stops which are stipulated by the timetable. The Passenger should take care to travel with the Transport Operator indicated on the travel ticket. The Passenger is obliged to take care that he arrives at the initial station at least 10 minutes before departure. In case of delay, the Transport Operator has no obligation towards the Passenger.

Article 19

The Passenger is required to keep the travel ticket for the entire journey and show it at the request of an authorized person of the Transport Operator, which is identified by an official identity card of the controller. If a Passenger damages, loses or in any way stays without a travel ticket, or if he/she uses an invalid or incorrect travel ticket, he/she is obliged to pay to the transport staff or to controllers the full amount of the travel ticket for the route on which he/she travels The passenger who refuses to pay the full price of the travel ticket due to not having the proper ticket shall be excluded from the travel.

Article 20

The Transport Operator has the right to refuse any reservation, not to issue a travel ticket or otherwise provide a travel ticket or to receive a person with a disability or reduced mobility into his vehicle in case of the need to satisfy the applicable safety requirements established by standards of international law, Community law or national law, or in order to meet health and safety requirements specified by the competent authority, and in case the vehicle project or infrastructure of bus stations or bus stops physically disables boarding, discharging or transportation of persons with disabilities or persons with reduced mobility in a safe and practicable manner.

The person referred to in the previous paragraph of this Article in the case referred to in the preceding paragraph may request that another person by his/her choice accompanies him/her, if that other person may provide help that he/she needs as a person with a disability or reduced mobility, which may travel free of charge, and when feasible, may sit next to that person.

Article 21

During the travel, transport and control staff of the Transport Operator may exclude a passenger from the travel if that passenger: - Disturbs peace and order in the vehicle - Endangers traffic safety - Interferes with the operation of the vehicle staff - Interferes with the operation of the control staff - Refers in a manner that is rude towards passengers and/or transport staff.

At the same time when the Passenger is excluded from the travel, the transport staff shall hand over his/her luggage to him/her. In this case the Passenger is not entitled to a refund of the travel ticket fee from the location of exclusion to the Passenger’s final bus station or bus stop.

Article 22

If the Passenger intentionally or negligently contaminates the bus, he/she shall be obliged to pay for cleaning of the bus in the amount of actual costs. A Passenger shall indemnify the Transport Operator for the damage caused by the Passenger’s own fault.

Article 23

When entering into the Transport Contract the Passenger who wishes to receive the necessary information about accurately defined travel during its duration shall provide his contact information, to which such information can be delivered, to the Transport Operator or the bus station.
Other information to passengers shall be provided through the website of the Transport Operator and through bus stations.

Article 24

In international transport the Passenger shall comply with the regulations of other countries relating to travel, entry and exit documents and other regulations related to customs, tax authorities and other administrative bodies as related to him personally and in relation to travel and hand luggage. The Transport Operator shall not be liable to a Passenger who fails to comply with these regulations.

V. OBLIGATIONS OF THE TRANSPORT OPERATOR

Article 25

The Transport Operator establishes timetables and transport prices for all routes on a single line and publishes them in an appropriate way at points of sale, except in vehicles. When determining the selling price of transport, the Transport Operator may consider the commercial benefits for certain categories of passengers, which the Transport Operator determines as such.

Article 26

The Transport Operator will receive and transport any person who meets the conditions set out in these General Terms and Conditions of Transport.

The following persons shall not be received for transport: - Persons carrying firearms, except for passengers on duty, provided that their weapon has safety catch on, - Persons showing clear signs of contagious or mental illness, as well as persons with open wounds (unless the person injured in a car accident is being transported to the nearest hospital) - Children under 10 years of age, unless accompanied by an adult.

Children between 11-18 years of age will be received for transport at the risk of their parents. - Persons whose clothing or luggage is polluted to such an extent that there is a risk of contamination of clothing of other passengers in the vehicle or vehicle contamination, - Persons under the influence of alcohol and drugs, - Persons without proper clothing (in swimsuits, without pieces of clothing and shoes, wearing ski boots, etc.).

Article 27

The Transport Operator has the right to delay the arrival at the place of passenger's destination according to specified timetable in case of force majeure and other objective circumstances preventing the performance of transport according to the timetable, such as bad weather, crowds and traffic jams, road traffic accidents, etc.

In the event of departure cancellation or delay in departure from the bus station for more than 120 minutes or in case of overbooking, on which the Transport Operator will notify passengers via bus station, according to these General Terms and Conditions the Passenger has the right to choose between: - Continuation or diverting of transport at the first following occasion, - Refund of travel ticket price amount and, if necessary, free return to the first place of departure specified in the Transport Contract at the first following occasion.

The Passenger shall notify his choice to the Transport Operator in a demonstrable manner within 60 minutes after the occurrence of the circumstances from the preceding paragraph of this Article. Refunds to the Passenger referred to in paragraph 2, subparagraph 2 of this Article shall be made within 14 days from the receipt of the Passenger's request to his/her account, unless the Passenger does not accept other forms of compensation. The payment includes the full amount of the price at which the travel ticket was purchased.

Article 28

In the event of an accident arising out from the provision of services by these General Terms and Conditions, the Transport Operator shall provide passengers with a reasonable and proportionate assistance in terms of immediate practical needs of passengers after accident, including transport, accommodation, food, clothing and first aid. The total cost of accommodation from the preceding paragraph cannot be greater than € 80.00 per passenger per night for a maximum of two nights.

VI. LUGGAGE TRANSPORT

Article 29

Vehicles of the Transport Operator shall transport hand, travel, unaccompanied luggage, as well as items not considered as hand, travel or unaccompanied luggage, under conditions provided by these General Terms and Conditions. Personal vehicles 8+1 in road traffic shall transport exclusively hand luggage.

Article 30

Hand luggage are things that can be carried into the vehicle or personal vehicle from Article 29 paragraph 2 of these Terms and Conditions, and placed at a specific location, which the Passenger may watch over himself. Hand luggage typically includes smaller items such as handbags, nets and the like, which may be placed on a shelf above the seats on the bus, or which passengers may hold or place under the seat, but in such a way that it does not disturb other passengers. For hand luggage from paragraph 2 of this Article the bus staff shall not charge transport service and is not liable for loss or damage to the same.

Article 31

Travel luggage means suitcases, bags, backpacks and the like, and a transport service is free of charge. Objects that are not considered as travel luggage include items that a Passenger carries with him/her such as boxes, baskets, bags, cases and similar items which by its size and weight can be placed in the space for luggage transport (trunk).
At the request of the Passenger, the Transport Operator may receive to transport up to two pieces of luggage, and in case there is enough necessary luggage space and not burdening the vehicle at the same time, he may receive more luggage.

Article 32

The Transport Operator is not liable for damages if the travel luggage is not packaged or sufficiently packed, and because of these defects the same is exposed to loss or damage.
The Passenger is required to keep valuables, securities or other precious things in his/her hand luggage.

Article 33

The Passenger is obliged to indemnify the Transport Operator for damage resulting from the characteristics or conditions of luggage. Hazardous materials, explosive and flammable items, items with unpleasant odour, perishables, things that can erode or hurt or contaminate passengers, damage vehicles or other passengers' luggage received for transport, easily breakable items, cash, securities, valuables, jewellery or artwork shall not be received to transport as luggage.

Article 34

The Transport Operator in domestic and international transport shall not take unaccompanied baggage for transport.

Article 35

When leaving the vehicle at the travel destination the Passenger is required to take all personal belongings that he/she had with him/her in the vehicle, and to take over his/her travel luggage. The transport staff shall deliver all items found after the travel to an authorized person of the Transport Operator or to the company that manages the bus station.
For items, which are subject to deterioration and are found in vehicles after the travel, the Transport Operator shall not be liable, whereas for other items found in vehicles the Transport Operator shall be liable for the maximum of 8 days from the completion of travel.

VII. FINAL PROVISIONS

Article 36

Vehicles of the Transport Operator in which video surveillance is embedded in a visible place at the entrance of the vehicle, as well as inside the vehicle, must have a displayed label with indication that a vehicle is under video surveillance. Recorded information is considered confidential.
Reading of recorded data may be ordered by the Transport Operator's responsible person or at request of the Ministry of Internal Affairs, request of the court and request of the Passenger included in the image data, at his written request and with an indication of the purpose for which the information is sought.

Article 37

The Transport Operator shall keep confidential all that he learned about the Passenger and shall not disclose any personal information of the passenger gathered for the realisation of the Transport Contract without the Passenger's consent, except in cases prescribed by law or by the competent authorities.

Article 38

The transport staff shall resolve all disputes between passengers during travel, whereas any possible disputes between passengers and staff shall be handled by an authorized person of the Transport Operator.

Article 39

These General Terms and Conditions shall enter into force on the date of adoption and shall be available to passengers on the website of the Transport Operator www.plesoprijevoz.hr and in all points of sale in which Transport Operator's travel tickets are sold. With entry into force of these General Terms and Conditions, acts that have so far determined the subject matter shall cease to be valid.

Article 40

Internet sale of travel tickets is governed by a separate General Terms and Conditions.

Article 41

The Transport Operator may modify these General Terms and Conditions of Transport in accordance with its business policy and applicable legislation and EU regulations.

In Zagreb, 6.12.2013.

For Pleso Transport Ltd.
Zvonko Zujić, B.Sc.
Director