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Eurolines Polska Conditions
Related to the general regulations of the transport of people and goods (uniform text)
1. General conditions.

1.1 The following conditions constitute the Regulations according to the article 4 of transport law which defines the conditions of serving passengers, their check-in and the transport of people and goods.
1.2 The regulations are applicable to the international licensed passenger coach transport operated by partner companies of the Carriers listed in the current schedule.
1.3 Tickets are sold by the network of EUROLINES Poland agents.
1.4 All necessary information concerning the journey (i.e. the route of a given line, transfers etc.) is included in the current schedule available from the agents selling tickets and on the EUROLINES Poland website.
1.5 The following words used in the regulations should have the following meaning:

a) "Eurolines" means Eurolines Polska Limited a company whose registered office is at ul. Pukowca 15, 40-816 Katowice. EUROLINES means also any representative or agent selling EUROLINES tickets.
b) "Carrier" means company with whom it is arranged to carry you and/ or your luggage on a coach.
c) "Passenger" - a person using the transport services on the basis of a valid ticket;
d) "Luggage" means any property which you bring onto a coach, including any property carried on your person
e) "Ticket" - a document bearing a passenger's name, a route, a specified date and price entitling this person to use services accordingly;
f) "E-ticket" means ticket offered by EUROLINES Polska purchased via EUROLINES web site and printed out by the passenger or any person acting on passengers behalf
g) "Line" - an international coach connection operated by carriers on the basis of the license issued by relevant administrative authorities;
h) "Schedule" - a publication containing basic information on line routes, dates, coach departures and all other information essential to use the carrying services;
i) "Price list" - current ticket prices on the routes covered by the schedule, information on discounts and luggage fees.

2. The Carrier

2.1 The Carrier is obliged:

a) to carry the Passenger and their luggage on the route specified in the ticket;
b) to provide the Passenger with the appropriate safety and hygienic conditions, comfort and service;

c) to provide a substitute means of transport in case of discontinuing the journey due to a vehicle malfunction and an inability to continue the journey;

2.2 The Carrier is obliged to do his best to carry the Passenger and their luggage in due time, according to the current schedule. The time of departure and arrival specified in the schedule may change, is not covered by a guarantee and is not part of the contract.
2.3 We may at any time arrange for you to be carried for any part of a journey or service by a carrier other than us. On services provided by carriers other than ourselves EUROLINES assumes responsibility for that carrier's actions and service is subject to the terms and conditions of carriage of EUROLINES.
2.4 The carrier reserves the right not to allow a passenger to be seated on a coach or to refuse to continue a journey, when:

a) a Passenger does not obey the conditions of carriage,
b) a Passenger is under the influence of intoxicants (such as drugs or alcohol),
c) a Passenger shows the symptoms of a disease that may be dangerous for other passengers,
d) a Passenger disturbs other passengers,
e) a Passenger does not have the required documents necessary to cross the border or does not obey the customs and exchange control rules, or has been refused the permission to enter the country by the immigration authorities,
f) a Passenger carries goods, which due to their quantity or quality require a prolonged check-in and thus may cause delays.

2.5 On the grounds of article 135 section 1 and 2 of the Act of 13th June 2003 on foreigners (Journal of Laws 2003 no. 128, item 1175), the Carrier is entitled before commencing the journey to ask a Passenger to show their valid passport and visa. In case a Passenger fails to show the above-mentioned documents, the Carrier has got the right to refuse to let a Passenger - foreigner get on board the coach and the latter has not got any right to claim compensation.
2.6 We reserve the right to refuse carriage to a person, if we have reasonable grounds for considering that e-ticket or ticket is fraudulent or has been fraudulently purchased. It is also applicable if a person about to travel fails to produce evidence of identity entered on a ticket.

3. The Passenger

3.1 The Passenger is obliged:

a) to possess a valid ticket, a document entitling him to cross the border (a passport) and all required documents and certificates to make a journey;
b) to arrive at a check-in point, at a stop, at least 15 minutes before the scheduled departure time;
c) to show whilst checking in a valid and relevant ticket;
d) to put luggage into a luggage compartment after having paid the fee for any extra luggage;
e) to obey the orders of coach crew;
f) to show, when requested by border and customs officers, the required documents and, when requested by ticket inspectors, a ticket and luggage pass.

3.2 If not stated otherwise by the governing law of the country of destination or any of transit countries children under 16 years of age will not be carried unless accompanied by an adult person (18 or more). Passengers aged between 16 and 18 may travel alone on condition that they are provided with a notarially authenticated document stating parental or legal guardian's consent. They can also travel alone with a document "Authorisation to carry a minor" attached to the ticket. This document is issued by agent or representative selling the ticket also in case when the person accompanying the minor is not his/her parent or custodian. In case of e-ticket you should print out the above document from the web site in three copies, fill in and sign while boarding. Any deviations from the above regulations can be found in timetables for given lines.
3.3 Only an adult may look after a disabled person during the journey.
3.4 If you arrive at boarding point for a service later than scheduled timetable departure time you will be considered to have missed the service.
3.5 If the coach is equipped with the safety belts, the Passenger is obliged to fasten them and use them accordingly. Children up to 12 who are not taller than 150 cm shall be carried in a special seat or any other facility for carrying children appropriate to a child's height and weight and technical conditions. A person travelling with a child is obliged to provide the child with a protective seat and the child shall stay in this seat during the journey. A failure to follow this requirement will result in a fine to be paid by the passenger.
3.6 It is forbidden to smoke or consume any alcohol on board the coach.
3.7 During refreshment breaks the Passenger has to obey the time when the breaks finish and may not make the crew look for him or may not cause any delays.
3.8 The Passenger is covered by the carrier's accident insurance. This insurance covers only incidents which may happen when the passenger in on board the coach. Any occurrences that involve harm, taking place not on the coach, are not covered by this insurance.
3.9 The Passenger is to be held responsible for any damage done to the Carrier or other passengers.

4. Luggage

4.1 Passenger is allowed to take 2 pieces of luggage onto a service free of charge:

- one piece of luggage (suitcase or rucksack) whose weight does not exceed 25 kg, and its size does not exceed 190 cm (height + width + length) in total

- one piece of hand luggage of maximum weigh not exceeding 5 kg, unless otherwise stated by timetable for a given service.

4.2 Hand luggage means something that can be safely fitted in an overhead luggage rack or under passenger's seat. Size of hand luggage shall not cause any inconvenience to other passengers. Any luggage that out-sizes the above will be considered excess luggage and shall be carried after paying additional fare.
4.3 Information on any deviations from the specified number of pieces of luggage are to be found in the timetables for particular services.
4.4 Additional piece of luggage may be taken onboard for extra charge. Unless otherwise stated in a timetable for a particular service the total weight for all luggage may not exceed 35 kg.
4.5 Disabled passengers are entitled to taking any indispensable medical equipment such as i.e. walking aids, wheelchairs, free of charge.
4.6 We are not obliged to carry any of the items which may be dangerous for the carrier as well as co-passengers, cause damage or inconvenience to other passengers.
4.7 You cannot bring onto a coach any items specified as prohibited by separate regulations.
4.8 Animals are not allowed onboard.
4.9 Carrier is not liable for any damage done to hand luggage and/or property which the passenger takes with him/her onboard unless damage caused by the carrier.
4.10 Carrier is not liable for loss or damage done to money, securities, valuables, items of artistic or scientific value, unless carrier has agreed to attend to your luggage or the damage has been the result of carriers negligence.
4.11 Any luggage stowed in luggage compartment shall be clearly and appropriately labelled and shall include full name, address and telephone number.
4.12 It is advisable that any valuable items be insured.
4.13 In case you have any excess luggage it is the crew of particular coach/service who decide if your luggage can by carried for you.
4.14 We reserve the right to refuse carrying luggage which does not comply with the regulations included in terms and conditions.
4.15 In compliance with the governing law (under article 23 of General Conditions of Carriage) we shall have the right to inspect your luggage for the purpose of ensuring compliance with the above regulations.
4.16 Fare for carried luggage is charged according to a luggage tag placed on your luggage. Fares for every subsequent piece of luggage are entered in timetable.
4.17 Passenger should check if the luggage tag was property fastened onto his/her luggage and is entitled to refusing payment for the carriage of luggage in the event of not receiving the luggage tag from the crew operating on a given service.
4.18 Luggage is given to a person who comes to collect it and produces luggage tag, without checking his/her identity.
4.19 Luggage whose owner cannot be identified may be disposed of by the coach crew.
4.20 The passenger is held entirely responsible for any hand luggage and its contents located in the vicinity of the passenger's seat (under, by or over in the overhead luggage rack, or while travelling in the rear of the coach, behind the seat) in the event of customs officers' controll.

5. The ticket

5.1 The valid ticket is a document entitling to carry out a journey.
5.2 By purchasing the ticket a carriage contract is concluded between the carrier and the passenger on the conditions specified in these regulations.
5.3 The ticket bought from a EUROLINES Poland agent is issued by the same agent in a sales point. However, the internet ticket is printed directly by the passenger from the website www.eurolinespolska.pl 5.4 Types of tickets:

a) Single ticket - it is a ticket with a stated date of departure enabling the holder to travel one way from the point of commencing to the point of terminating the journey.
b) Dated return ticket - it is a ticket enabling the holder to travel from one place to another and back again with the stated dates of departures for both journeys. The ticket is valid for 6 months from the date of commencing the first journey.
Any deviations from this rule are mentioned in the current timetable for a given line.
c) Open return ticket - it is a ticket enabling the holder to travel from one place to another and back again. However, the date of the return journey is to be booked any time the passenger wants.
d) The open ticket is valid for 6 months from commencing the first journey, the date of which is written in the ticket. Any deviations from this rule are mentioned in the current timetable for a given line. The date of the return journey is to be booked in a EUROLINES Poland appointed place. Reservation will be made if there are free places on coach.

5.5 In order to be valid, the ticket should contain:

- The name of the traveler using the ticket
- The itinerary and date of commencing the journey
- The name of the carrier - seller
- The fare

Additionally, the ticket bought at the Agent's should have the stamp of the travel agent where the ticket was purchased The EUROLINES Poland ticket, is a VAT invoice, according to the regulations on tax on people and goods, providing it contains the following data: the name and tax identification number of the seller, the number and date of issuing the ticket, the tariff distance not lower than 50 km, the fare with a VAT tax and the VAT tax itself.
5.6. A ticket purchased for a disabled person shall include the information such as the telephone number and address of a person to be contacted in case of emergency.
5.7 If the ticket has been issued on the basis of a special tariff having restrictions to the itinerary, dates and carriers on respective parts of a journey, the traveler has to notify EUROLINES Poland or its agents about the tariff whilst changing the reservation of the ticket. The failure to do so may cause some inconvenience, additional expenses and in some cases may lead to losing the validity of the ticket.
5.8 The buyer of the ticket is obliged to verify all the data and check the number of coupons entitling him to travel.
5.9 Changes to the ticket

a) Any changes concerning the ticket can be made in the place where it was bought, in EUROLINES Poland agencies, cooperating foreign travel agents, and in some justified cases in the EUROLINES Poland Reservation Centre.
b) The date of journey can, at the latest, be changed a day before the planned journey.
c) The ticket is not transferable unless there is a change of name on the ticket. Such a change can be made only by the travel agent after receiving the carrier's permission.
d) Any changes on the ticket should be validated by the seller's stamp and signature. All changes not validated by the authorized body cause the cancellation of the validity of a ticket.
e) On the day of departure no changes may be made in the ticket
f) The fees for changes to the ticket are specified in the schedule for particular lines.

5.10 Any damage done to the ticket, which makes it impossible for the person controlling the ticket to read it, invalidates it.
5.11 In case of losing or destroying the ticket duplicates of tickets are not issued.
5.12 The EUROLINES Poland ticket bought at the agent's consists of control coupons and a cover. The cover of the ticket is its integral part. The coupons may be torn off only by authorized persons.
5.13 The ticket bought at the agent's which does not have a relevant coupon or cover is invalid.
5.14 The internet ticket consists of three coupons and is subject to checking and verifying by the coach crew whilst checking in and allowing the passenger on the board.

5.15 An internet ticket without a relevant coupon or a destroyed ticket is invalid.
6. Reservations (pre-sale of tickets)

6.1 Tickets cannot be sold earlier than 1 or 2 months before a planned journey depending on the line.
6.2 In EUROLINES Poland network, there is no possibility of making a reservation without buying a ticket.
6.3 The sale of a place on the coach is made without stating the number of the seat. The seats are allocated to the passengers by a driver after the check-in.
6.4 Detailed information on fees and places where a reservation can be made in case of an "open" ticket is to be found in the schedule (information on a particular line), in travel agents which sell EUROLINES Poland tickets and from the coach crew.

7. Refunding a ticket

7.1. Eurolines Poland ticket may be refunded not later than on the day of departure specified on the ticket. Coupons for return journey of two-way tickets may be refunded only during the validity of the ticket and in case of open tickets not later than 180 days from the initial departure date.
7.2. A ticket may be refunded only if it is complete, undamaged, i.e. it has a cover and all control coupons. If the sale of a ticket was registered in a cash register, then a receipt from the cash register should be provided while refunding the ticket.
7.3. A ticket may be refunded at the agency where it was purchased, not later than on the day of departure before the departure time specified on the ticket.
7.4. An internet ticket may be refunded only by means of the website, not later than on the day of departure before the departure time specified on the ticket.
7.5. In case of group tickets, separate rules for refunding tickets may be established.
7.6. For a refunded ticket the passenger will receive the due sum for the ticket (return ticket) minus the cancellation fee and the cost of transferring the due sum (bank and postal fees). The cancellation fee is equal to:

a) 10% of the ticket price in case of refunding a ticket at the latest on the last working day before the departure date specified on the ticket, but not later than 24 hours before the specified departure time,
b) 10% of the difference between the price of a two-way and one-way tickets for dated or open return tickets in case of refunding a coupon for a return journey at the latest on the last working day before the departure date specified on the ticket, but not later than 24 hours before the specified departure time,
c) 95% of the ticket price in case of refunding a ticket later than on the last working day before the departure date specified on the ticket, however, not later than on the day of departure,
d) 95% of the difference between the price of a two-way and one-way tickets for dated or open return tickets in case of refunding a coupon for a return journey later than on the last working day before the departure date specified on the ticket, but not later than on the day of departure, providing that each the refund is not higher than the real costs borne by the carrier and Eurolines Poland.

7.7. The ticket will be refunded at the point of its sale (at an agency) while returning the ticket. In case of returning an unused internet ticket, the due sum will be refunded by a postal money order or bank transfer within 7 days of returning the ticket.
7.8. The cancellation fee is not charged in a situation when the Passenger resigns from the journey due to the carrier's fault/s.
7.9. An unused ticket may not be refunded after the date specified on the ticket. A ticket may not be refunded if the journey is shorter than specified one-way journey or when the passenger was not allowed to continue the journey due to his own fault.

7.9.a An exceptions from a rules in case of refunding a ticket may be differently established for particular line on the timetable currently in force.
7.10. In some individual cases, when the passenger has presented a justified and proved reason in writing, Eurolines Poland may, having consulted it with a carrier, specify different rules of refunding the due sum for an unused ticket.

8. The Schedule

8.1 Timetable contains the published running times for individual services and shall only be treated as information not as a binding business offer.
8.2 The EUROLINES Poland schedule may contain information on current discounts and refunds for unused tickets and the rules for refunds different than in the hereby regulations for particular periods and lines.

9. The Price List

9.1 The fare is defined on the basis of a price list applicable on the day of the ticket sale. Tickets bought in Poland are to be paid in PLN currency and tickets bought abroad are to be paid in the currency of the country where the ticket is sold according to the price list available from the travel agent or the coach crew.
9.2 For the tickets bought in Poland but valid on a route from a foreign town/city to a Polish town/city, the price of the ticket is calculated in PLN according to the price list of a given foreign country on the basis a PLN exchange rate from NBP from Monday of the week when the ticket is sold (on some lines the price is equal to the price on the route from Poland abroad).
9.3 The fare consists of the sum paid for the value of the journey made in the country where it commences plus VAT and sum paid for the value of the journey in a foreign country.
9.4 EUROLINES Poland uses the following discounts:

a) for children for day 12 year termination, disabled people (on the basis of a valid identity card) as well as for their carriers - 50%
b) for youth under 26 - 10%
c) for students with the ISIC card - 10%
d) for people over 60 - 10%
e) for organized groups consisting of more than 10 people - 10%

The conditions concerning the age mentioned here and entitlement to a discount should be fully met on the day of commencing the journey.
9.5 Regular customers are entitled to special discounts specified in the schedule for a given line.
9.6 Any departures from the conditions mentioned above are described in coach schedules next to information on the connections/lines.
9.7 In case the passenger is entitled to two or more discounts, the biggest applicable discount is given. Discounts cannot be added.

10. Complaints

10.1 Any complaints related to the contract of carriage are to be sent to EUROLINES Poland by post, e mail or through a travel agent which sold the ticket.
10.2 Any claims or complaints can be lodged within 30 days period from the event you wish to complain about. Critical information required to enable proper evaluation of the complaint include specific details of how, why and when the matter complained about arose. Every complaint shall be accompanied with a ticket or its copy as well as any bills for the costs incurred by the passenger. EUROLINES Polska will process your complaint within 40 days from the receipt. In case complaint concerns service provided by foreign carrier it will be acknowledged within 60 days from the receipt.
10.3 Claims on lost or damaged luggage shall be lodged immediately, no later than 7 days after collection of the luggage from the service.
10.4 In the event of loss or damage to luggage stowed in the luggage compartment you shall notify a member of EUROLINES staff immediately on luggage collection. An appropriate protocol including full description of the loss incurred shall be prepared and signed. Any doubts by any of the parties signing the protocol shall be entered on the document with a short explanation.
10.5 Any luggage which has not been collected by the passenger, unless it contains perishables, will be stored for a period no longer than 2 months. The cost of storage will be paid by the passenger. If the passenger does not collect the luggage within 2 months, its contents may be auctioned of or disposed of in any way.
10.6 Items, which are accidentally or due to other reasons left on board the coach are not within protection or responsibility of the carrier.

11 Liability of carrier.

11.1 We will only be liable for any loss or damage to your luggage caused by our negligence, breach of contract or breach of duty of care in relation to your luggage. Conditions of liability are to be found in appropriate regulations i.e. Transport Law issued on Nov. 15th 1984 ( Journal of Laws of issued in 2000 Act 50, Section 601, with later amendments)
11.2 Our maximum liability to you for lost or damaged luggage cannot exceed value of the luggage in question.
11.3 If you are still dissatisfied with our response to your claims, you may seek compensation via available legal means.

12. Final Conditions

12.1 In the maters not regulated by these Regulations of Carrying People and Goods the following legal regulations are valid:
the Act issued on 15th November 1984 Transport Statutes (Law Journal of 2000 no. 50, 601 with later amendments); the act issued on 23rd April 1964 Civil Code (Law Journal of 1964 no. 16, 93 with later amendments)
12.2 The provisions of theses regulations come into force on 27.09.2010.