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General terms and conditions of transport

I. General terms

THE OPERATOR  is  Best line d.o.o. Ante Starčevića 24, 21264 Proložac Donji

PASSENGER is a person who the operator transports for a fee

REGULAR PUBLIC SERVICES BY DOMESTIC ROAD TRANSPORT are the transport of passengers within the territory of the Republic of Croatia.

REGULAR INTERNATIONAL SERVICE WITHIN EU (European Union)  is the public transport of passengers between EU member states, including Switzerland

REGULAR INTERNATIONAL SERVICE  is the public transport of passengers between EU member states and non-EU member states.

VEHICLE is a bus and any means of transport intended for the commercial transport of passengers, which includes 9 seats at least, together with driver’s seat.

TRAVEL TICKET is a document with which a passenger has the right to travel with the operator under the conditions established in these general conditions of carriage.

 

Article 1

These general conditions of transport establish the mutual relations of the operator and a passenger who uses the services of the operator on a regular public service and the conditions under which the operator will offer the service of the carriage to the passengers and their luggage.

 

II TRANSPORT CONTRACT

Article 2

With the transport contract the operator commits itself to transport the passenger according to the agreed route by the published timetable, and the passenger is committed to pay the operator a specified fee for carriage.

A contract of transport can be also be concluded between the operator and a transport client, in which case the transport client assumes the obligation of paying the fee for carriage.

The transport contract is considered concluded when the passenger buys the operator’s ticket for travel at an authorised point of sale. The contract is proven by travel ticket.

 

Article 3

Travel tickets contain name of the operator, date, time, route and price of transport.

The operator sells travel tickets at any place which is authorised to sell the operator’s tickets, online and in the vehicles of the operator.

There can be a computer printed travel ticket or a written travel ticket.

Article 4

With term pass, a passenger has right on unlimited number of drives during certain period and in a certain route. Term pass contains passenger’s name and surname, and all other information necessary for transport.

The type of term pass depends on whether passenger is a pupil, student, worker or retired person. It  also depends on the route, and the price is set according to the valid price list of the operator.

Article 5

A travel ticket is typically issued for a single journey and the operator commits to the day, time and route of carriage which are marked on the ticket.

A passenger can buy a return ticket on routes which the operator determines as such.

 

The return ticket enables the departure and the return of a passenger to a certain route. The operator is obliged to respect the time and the date as marked on the ticket, exclusively for one-way departure, while the passenger is obliged to confirm the date and time of return carriage by buying a reservation.

 

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The return ticket is twice as expensive as  one-way ticket, which is reduced by discount according to predetermined commercial benefits of operator.

On a return ticket the operator marks the period of validity of the same, and the mentioned ticket cannot be used after the expiration of the valid period.

Return ticekts can also be applied to the lines of other operators in exceptional situations if there is valid agreement between operators.

When determining the sales prices of carriage the operator can also take into consideration the commercial privileges or  discounts for certain categories of passengers or for all passengers on a certain route, but these discounts cannot be summed up mutually.

Article 6

A passenger can make request to traffic office or to the operator in order to change the time of departure  marked on the ticket, and should do so no later than one hour before the beginning of the journey. In that case, the passenger is obliged to pay a new reservation and transport service.

Article 7

The passenger can pre-reserve a place on a vehicle in person at the operator’s authorised sales points, in writing or call contact number 098 9340896. You can also contact authorised sale, or send e-mail to info centre: info@bestline.hr.

A pre-reservation obliges the operator only if the passenger, no later than 1 hour before the start of the journey, buys a ticket for the route.

In the case that the passenger does not buy a travel ticket in line with the previous paragraph, the sales point has the right to sell the reservation to another passenger, and the previous passenger loses their right to the reserved place on the vehicle as well as the right to compensation from the operator.

The operator reserves the right on individual services to modify the number of a seat which is mentioned on the reservation upon which it is obliged to ensure a passenger a seat with a valid reservation.

A reservation is not issued without a purchased travel ticket, apart from when the passenger possesses a valid return ticket.

The fee for a reservation is paid according to the valid price list of the operator or the authorised point of sale.

Article 8

The operator shall issue a passenger upon their request with the confirmation of the price of a travel ticket for a requested route on which the operator performs transport.

The confirmation from the previous paragraph is issued at the operator’s sales point (vehicles excluded), on a certain form and is charged at the price according to the price list of the bus station services of the operator.

 

III. Ticket refunds

Article 9

In the case that the passenger withdraws from the contract of transport before the journey starts starts and does so no later than two hours before the beginning of the journey, the operator shall return the carriage fee to the passenger, minus 10% of the price of the travel ticket

The passenger from paragraph 1 of this article has no right to the refund of money paid for the bus station service and reservation.

If a passenger buys a return ticket but is unable or does not want to use the same for the return, they have the right to a refund of the unused part of the carriage, provided the request for the refund can be made no later than the expiry of the validity of the return ticket. The operator shall deduct the price of a one-way carriage from the paid price of a return ticket with the corresponding commercial privilege plus 10% for handling fees and will pay the difference to the passenger.

The validity of a return ticket is calculated from the day that the journey begins.

Upon the calculation of the refund amount, the same is rounded-off to a whole number according to the customary regulations of rounding-off.

Article 10

 

For lost, damaged or destroyed travel ticket, as well as for ticket cancelled after the time mentioned in line with article 9, paragraph 1, passengers have no right to refund of money. No right to refund money also has a passenger who, by his own mistake, travelled with other operator, and not with the one where the ticket was purchased.

Article 11

A passenger has the right to terminate the contract and return a monthly travel ticket, and to request a refund of the carriage fee from the operator.

  1. a) Monthly ticket for unlimited number of drives in certain period

If a refund of a monthly ticket is requested before the beginning of the month for which it was purchased, the operator shall return to the passenger the paid amount of the price of the specific monthly ticket, minus 10% for handling costs.

 

If a refund of a monthly ticket is requested during the month for which the ticket was purchased, the passenger shall be refunded the amount paid for the issuance of the specified monthly ticket, which is reduced by the number of used days of carriage in both directions at the regular price of a travel ticket and reduced by 10% for handling fees. Non-working days (religious holidays, state holidays and alike) and Sundays are not counted in the number of used days of carriage.

Refund request is exclusively approved for period of at least 5 days , not including weekends and holidays, for what you have to have appropriate documentation.

If a monthly ticket is purchased in the period when it was valid, it is not possible to get refund for days which preceded to it.

 

Article 12

 

In case of damage of monthly ticket, passenger, with payment of a new monthly ticket, will be able to replace it with a new one, which will be valid till the date of the prevoius one.

In case that you lose a monthly ticket, you should report it to the operator’s authorised sale points.

New monthly ticket will be charged according to the valid price list.

Article 13

A refund of the carriage fee is only carried out at the sales point where the travel ticket was purchased, under the condition that the ticket is not damaged.

Staff in authorised  sales point can carry out refund only if travel ticket was verifed by authorised person from operator’s company.

 

IV. PASSENGER’S OBLIGATIONS

Article 14

Passenger is obliged to check all ticket components and to report to the operator  if notices any mistakes.

If passenger does not inform the operator about the mistake on time, travel ticket will be considered valid.

Article 15

The operator reserves the right not to  sell a travel ticket to a passenger who, by his behaviour, damages the vehicle or disturbs other passengers.

Article 16

A passenger is obliged to make sure that upon departure or at a stop they enter the operator’s vehicle which is travelling on the route for which they have purchased a travel ticket and that they exit the vehicle at their designated bus station or stop.

The passenger can enter or leave a bus only at a bus station or bus stop which has been planned according to the timetable.

The passenger is obliged to make sure to travel with the operator marked on the ticket.

Passenger is obliged to come to the start point 15 min before the departure. In the case that a passenger is late, the operator has no kind of obligation towards the passenger.

If there is specific time predicted for use of toilet or refreshment during the transport, passenger is obliged to respect the time predicted for a pause and return to the vehicle within that time.

The operator is not obliged to delay the vehicle and wait for a passenger who does not respect the vehicle’s stop time during short stops due to the use of the toilet and/or refreshments.

The operator is removed from all liability for damages on the basis of the damage claim of a passenger, and which result as a consequence of the negligence of passengers mentioned in paragraphs 5 and 6 of this article.

 

Article 17

 

All passengers must have a valid ticket which they are obliged to have during the entire journey and to show it on the  demand of the personnel on the bus and/or a controlling officer.

In the case of the use of commercial privileges the passenger must prove their status with a document that the operator determines (for example ID)

 

Article 18

The operator has the right to refuse a reservation, to issue a ticket or in another way provide a ticket or take on board a disabled or person of reduced mobility in the case of the need of complying to the applicable safety requirements of the established norms of international law, Community law or national law or due to the complying to health and safety requirements which authorised authorities establish, and in the case when the design of the vehicle or infrastructure of the bus stations or bus stops physically prevent the embarkation and disembarkation or carriage of persons with disabilities or person of reduced mobility in a safe and practically feasible way.

 

Article 19

The operator’s vehicle crew or internal inspector are authorised to expel passengers from a journey:

– if they disturb the order or peace in a vehicle

– if they endanger traffic safety

– if they hinder the work of the vehicle’s crew

– if they hinder the work of the inspector

– if they behave impolitely towards other passengers on the bus, the vehicle’s crew or internal inspector of the operator

At the same time as a passenger is expelled from the journey, the vehicle’s crew hand over their luggage to them.

In this case, the passenger has no right to a refund of the amount of the price of a ticket from the place where was expelled to the final destination.

 

Article 20

A passenger who intentionally or from extreme negligence contaminates a vehicle is obliged to pay for the cleaning of the vehicle at the costs incurred.

A passenger is obliged to compensate the operator for damage caused intentionally or from extreme negligence.

 

 

Article 21

For the duration of a journey, on seats on which safety belts are installed, a passenger is obliged to use a belt in line with the provisions in force via the Law on Road Traffic Safety.

Any possible consequences in the case of an adverse event due to the non-compliance of the provisions from paragraph 1 of this article are borne by the passenger.

A passenger is not allowed to move through the vehicle during the journey nor to get out of their seat (if seated) until the vehicle stops to let out passengers.

 

V. INFORMATION AND COMPLAINTS

Article 22

A passenger who wishes to receive necessary information of a correctly defined journey in the course of its duration is obliged, upon the conclusion of the contract of carriage with the operator or at the bus station, to leave their contact details via which such information can be provided.

Other information are given to passengers via the operator’s website and at bus stations.

 

 

Article 23

A passenger has the right within 90 days from when the regular service was carried out or when it should have been carried out to submit a complaint to the operator for services.

A claim from paragraph 1 of this article, pattern which can be found on the website of the operator, is delivered exclusively in written form to the operator’s address: Best line d.o.o. or via e-mail-a: info@bestline.hr, but in this case you have to attach original travel ticket, except in case when ticket is purhased online and you just give the number of order of online ticket.

The operator is obliged within 30 days of the receipt of a complaint to inform a passenger about the stage in which their complaint is (founded, rejected or still under consideration).

The operator is obliged to give a final answer within a 90-day deadline from the receipt of the complaint. In the case that the operator does not resolve the complaint of a passenger within the previously mentioned deadline, the passenger has the right to file a complaint with the relevant ministry.

A passenger is obliged to not speak out publicly in connection to a service of the operator which is the subject of a claim until the day of the receipt of a written statement from the operator.

 

VI. OPERATOR’S OBBLIGATIONS

Article 24

The operator sets the timetable and the price of carriage for all the routes on an individual service and publishes them at its sales points or online.

When determining the sales prices of carriage the operator can also take into consideration the commercial privileges, discounts  for certain categories of passengers which it determines as such. Not all privileges of the operator have to be provided on all routes of the same line, or on the same route of different lines.

 

 

Article 25

The operator shall accept and transport any person who satisfies the conditions from these general conditions.

The operator will not accept on board:

– persons carrying firearms, apart from passengers performing an official duty, under the condition that their weapon is in safety mode

– children under 7 years of age, if they are not accompanied by an adult, legal guardian, or if they are accompanied by another person but do not have a consent verified by notary public, by diplomatic or consular office

– persons whose clothing or luggage are contaminated to such an extent that there exists the danger of contamination to passengers’ clothing or the vehicle,

– persons under the visible effects of alcohol or intoxicating drugs,

– persons who are inappropriately, or insufficiently dressed ( for example: swimsuit, ski-boot)

Article 26

 

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Upon the cancellation or delay of departure from a bus station of more than 90 minutes, the passenger has the right to choose between:

  • the continuation or redirection of carriage to the final destination with the first available service without an additional travel cost or
  • a free return journey to the first point of departure with refund of full price or
  • Interruption of the journey with the refund for unperformed transport

 

The operator is not responsible for damage caused by cancellation, delay or non performance of the transport  if it is due to severe weather conditions, traffic jams, or cases which are not consequence of operator’s neglience.

VII.  Transport of luggage

Article 27

Hand, passenger and unaccompanied luggage are transported on the operator’s vehicles on a regular public service, as well as items which are not considered hand, passenger or unaccompanied luggage, under the conditions set out in these general conditions.

Only hand luggage is transported in 8+1 person road transport vehicles.

 

Article 28

Hand luggage is considered to be something that can be brought into a vehicle in line with article 30 and placed in a defined place, and which passengers take care of themselves.

Hand luggage is understood to be items of small dimensions, such as handbags and alike which can be placed on the shelf above the seats in a vehicle or that passengers can keep with themselves or under the seat, so that they do not bother other passengers.

The transport of hand luggage in line with paragraph 2 of this article is not chargeable and the operator is not responsible for the loss or damage of the same.

 

Article 29

Passenger luggage is understood as being suitcases, bags, backpacks and alike (25 kg of weight each).

The service of transport of passenger luggage is not chargeable.

 

Article 30

Upon the submission of luggage for transportation the passenger is obliged to inform the vehicle’s crew of the value of the luggage above 2.500, 00 kn and to allow the vehicle’s crew to inspect the luggage.

Valuables ( jewellery, artwork), valuable papers, telecommunication and computer devices and equipment (laptop, mobile phone…) or other valuable things and devices, the passenger is obliged to keep in the hand luggage.

The operator is liable for damage which is caused to the passenger by  the loss or damage to travelling or unaccompanied luggage up to the amount of 2,500 kn.

The operator is not responsible for damage  in line with the previous paragraph of this article to luggage  which is not packed appropriately, i.e. for damage to luggage which by its properties or condition is subject to loss or damage.

 

Article 31

A passenger is obliged to compensate the operator for damage caused by the characteristics or condition of luggage.

The operator shall not accept on board as luggage: explosive or highly flammable items, items with an unpleasant smell, items with perishable contents, items which are corrosive or can hurt or soil passengers, luggage or the vehicle, items that are easily broken, cash, valuable papers, valuables, jewellery or artwork, telecommunication and computer devices and equipment, fresh and frozen fish and fish products, shellfish and molluscs, fresh and frozen meat and meat products, milk and dairy products, plants, tobacco and tobacco products, alcohol.

Article 32

Only specially trained guide dogs for the blind can be taken on board accompanied by the blind person as a passenger.

Article 33

On leaving a vehicle at the destination point of a journey a passenger is obliged to take away all of their things which they had with them in the vehicle and to also collect their stowed luggage they had with them from the vehicle.

Things found in the vehicle after the end of a journey will be given to the authorised person of operator company, or to the trading company of a bus station.

The operator is not responsible for things found in a bus at the end of a journey.

 

VIII.  FINAL TERMS

Article 34

If there is video surveillance in the transport vehicle, it should be marked on a visible place when entering the vehicle and in the vehicle.

Recordings are confidential.

Display of the recording is possible only if you have an order from authorised person of the operator, from police or the court.

Deliver of information to the third person is done exclusively by written request in which you should mark a purpose.

 

Article 35

The operator shall keep everything it has found out about a passenger as a business secret and without their permission, apart from legally prescribed cases or at the request of an authorised governing authority, it shall not impart the personal data of a passenger gathered for the purpose of concluding the contract of carriage and/or the issuance of documents which are the basis for the achievement of the rights to the commercial privileges of the operator.

 

The correction, amendment and deletion of the personal data of a passenger is performed on the basis of a written request from the passenger sent to the address: Best line d.o.o. Ante Starčevića 24, 21264 Proložac Donji.

 

Article 36

All disputes between passengers are resolved by the vehicle’s crew during the journey. Disputes between passengers and the vehicle’s crew are resolved by the operator.

Eventual disputes between passengers and the operator are resolved by the Court of Republic of Croatia in line with regulations in Croatia.

In case of interpretation of these general terms in regard to translation of these terms in different languages, valid is exclusively Croatian version of General terms and conditions.

 

Article 37

These general conditions come into force on the day of their adoption, and they are available to passengers on the operator’s website at www.bestline.hr

On the day of the coming into force of these General conditions the Acts which until now have determined the subject matter cease to be valid from 01 March 2019.

Article 38

Online sale of travel tickets is regulated by General conditions for online travel tickets sale.

Article 39

The operator can change these general conditions of carriage in line with its business policies and valid legal regulations of EU.

 

BEST LINE D.O.O.

Director

Tihomir Grabovac