Terms and conditions

General Terms of Online Ticket Sales

Based on Article 4, item 26 of the Road Transport Act (“Narodne Novine” No. 82/2013) and Article 40 of the General Terms of Transport, the director of the company establishes the following:

General Terms of Online Ticket Sales

  1. General Provisions

Article 1

These general terms and conditions of online ticket sales determine the conditions under which the service provider of ticket sales, Pleso Prijevoz d.o.o. (hereinafter referred to as “Pleso Prijevoz”), will provide the service of ticket sales on its website www.plesoprijevoz.hr. These general terms and conditions supplement the General Terms of Transport of Pleso Prijevoz d.o.o., Zagreb.

  1. Transport Agreement

Article 2

Pleso Prijevoz provides the service of selling tickets for specific routes or departures specified on the website www.plesoprijevoz.hr. When purchasing a ticket online, a seat on the vehicle is guaranteed, and no additional fee is charged for it. Seat reservation without purchasing a ticket is not possible. The Transport Agreement is considered concluded after a successful payment transaction, following which the ticket/invoice is delivered to the customer’s email address.

  1. Delivery of the Ticket and Invoice

Article 3

The delivered ticket/invoice must be printed by the customer and taken on the journey. Upon boarding the vehicle, the customer presents the ticket to the vehicle staff.

  1. Fees and Payment Method

Article 4

Information about ticket prices is available on the website www.plesoprijevoz.hr and at the sales points of the system. Tickets can be paid for on the online store using American Express, MasterCard, Maestro, and Visa credit cards. Installment payments are not allowed.

  1. Sales Deadlines

Article 5

Tickets from Article 2 of these General Terms can be purchased on the website www.plesoprijevoz.hr no later than 24 hours before the departure of the vehicle in domestic road transport.

  1. Refund of Transport Fee

Article 6

The carrier undertakes to refund the passenger the transport fee reduced by 20% for handling costs if the passenger cancels the trip and submits a request to the carrier:

  • no later than 24 hours before the start of the journey.

If the passenger requests a refund of the unused portion of a return ticket within its validity period, the carrier will deduct the one-way fare with the corresponding commercial privilege and 20% for handling costs from the paid price of the return ticket, and the difference will be refunded to the passenger.

The validity period of the return ticket is calculated from the day the journey begins and is valid for 3 months.

No refund of the transport fee is provided for lost, damaged, or destroyed tickets, as well as for tickets canceled after the time specified in Article 6, item 1 of these general terms. A passenger who, due to their own fault, travels by another carrier and not the carrier for whom the ticket was purchased is not entitled to a refund of the paid ticket value.

The carrier is not obliged to refund the paid amounts for a bus ticket if the passenger is late for transportation due to their own fault or the fault of a third party (flight delay, airport delay).

Article 7

Refunds are made based on a submitted request for a refund of the transport fee, sent to the email address plesoprijevoz@plesoprijevoz.hr or by registered mail to the address Pleso Prijevoz d.o.o., Držićeva 4, 10000 Zagreb.

A request for a refund of funds paid through online systems must include the transaction number. The refund is made based on the user’s agreement with the card company (to the user’s account, by reducing the next payment by card…). The carrier does not have insight into the specific method of refund.

A request for a refund of funds paid to the carrier’s bank account must include the NAME, SURNAME, ADDRESS, OIB (Personal Identification Number), and the correct account or IBAN to which the refund will be made. The refund of the transport fee is exclusively made to the account specified in the request for a refund of the transport fee.

  1. Change of Departure Date

Article 8

A change of departure date for a ticket purchased online is possible only with a telephone notification at least 72 hours before the journey, by calling +385 1 6331-999 from 08:30 to 15:30, Monday to Friday.

  1. Additional Information

Article 9

For any additional questions regarding the sale of tickets online, please contact: Pleso Prijevoz d.o.o., Av. Marina Držića 4, 10000 Zagreb, telephone: +385 1 6331-999, email: plesoprijevoz@plesoprijevoz.hr.

  1. Final Provisions

Article 10

The carrier may change these General Terms in accordance with its business policy and applicable legal regulations and EU directives.

Article 11

These General Terms come into effect on the day of their adoption and are available to passengers on the carrier’s website www.plesoprijevoz.hr. They apply from January 1, 2017.

  1. Privacy Statement

Pleso Prijevoz undertakes to protect customers’ personal data by collecting only necessary basic information about customers/users that is required to fulfill our obligations, informing customers about the use of collected data, regularly giving customers the option to choose the use of their data, including the choice of whether or not their name should be removed from marketing campaign lists. All customer data is strictly kept and accessible only to employees who need that data to perform their job. All employees of Pleso Prijevoz and business partners are responsible for complying with privacy protection principles.

  1. Security Statement

T-Com Pay Way applies the most advanced data protection standards – Secure Socket Layer (SSL) protocol with 128-bit data encryption and MD5 algorithm. The ISO 8583 protocol ensures that the data exchange between the T-Com system and card issuer centers takes place in a private network protected from unauthorized access by a double-layered firewall.

11A. Security Statement – Addendum

Since November 15, 2019, Pleso Prijevoz uses WSPay for online payments.

WSPay is a secure system for online payments, real-time payment processing, credit and debit cards, and other payment methods. WSPay ensures secure entry and transmission of card data, confirmed by the PCI DSS certificate it possesses. WSPay uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest levels of protection during data entry and transmission.

As the processor of authorization and payment of credit cards, WSPay treats personal data as a data processor and handles it in accordance with the General Data Protection Regulation (EU) 2016/679 and strict PCI DSS Level 1 rules for protecting data entry and transmission.

Personal data necessary for the execution of the Agreement (authorization and payment) includes the following customer information:

  • Name and surname
  • Email
  • Phone
  • Address
  • City
  • Postal code
  • Country
  • Card type
  • Card number
  • Card expiration time
  • CVV code

WSPay does not process or use this personal data for any purpose other than the execution of the authorization and payment agreement. WSPay guarantees compliance with all requirements specified in the current regulations on personal data protection for data processors, especially the implementation of all necessary technical, organizational, and security measures, confirmed by the PCI DSS Level 1 certificate.


On behalf of Pleso Prijevoz,

Authorized Representative

Mario Madunić, Director