Bus Transportation Services

 

General Terms and Conditions

aimed to regulate the Relationship between  

Tourist Service Holding AD, as Service Provider, and

Customers enjoying the Service of Carriage of Passengers on Lines operated by the Carrier Company

 

1. Definition of Terms used in these General Terms and Conditions

 

The  following terms are used in the present General Terms and Conditions:

 

1 (a). Departure Time - A time that is specified in the ticket, as the earliest possible time for the departure of the bus, but that may change from time to time for various reasons beyond the control of the Carrier.

1 (b). Deviation from Scheduled Bus Travel Time – a deviation from bus travel time is considered to be the time that exceeds by more than ten percent (10%) from the total scheduled travel time, but not less than one (1) hour.

1 (c). Discount-price – a reduction in fee granted to certain categories of passengers, as well as in the case of different promotional shares and special situations.

1 (d). Baggage - items intended for personal use by passengers, which are packaged in bags and suitcases.

1 (e). Ticket – a transport document intended to be used for a single trip with only one vehicle or for a combined traveling for a specific time period, confirming the existence of a contract concluded between the Passenger and the Carrier, which entitles the Passenger to use bus travel only in accordance with the data registered in the ticket (passenger's name, surname, travel route/itinerary, departure date and time).

1 (f). Delay - the difference between the time of departure in the regular service according to the designated schedule and the time of actual departure.

1 (g). Schedule – a mode of implementation of a carriage service in which are determined: bus itinerary, bus stops and their locations on the route of the traveling of the bus, as well as the days and time of trip.

1 (h). Route – a route of traveling of a motor vehicle between two terminals selected and agreed in advance.

1 (i). Carrier or Tourist Service Holding AD: Tourist Service Holding AD, a company with a registered address in Bulgaria, 1618 Sofia, Buxton Residential District, Buxton Brothers Boulevard, Building 14, Entrance 2, Floor 6, Apartment 28, Unique ID Number 121166204, holder of an EU Road Passenger Carriage Operator License N°0413. Telephone:  +359 2 9310062, e-mail: internet@tourist-service.com.

1 (j). Passenger – a person who, in accordance with the contract (ticket) or by virtue of other legal grounds uses the Carrier’s bus  for traveling, and using other services provided by the Carrier as well.

1 (k). Arrival time – the time of arrival of the bus in a city, which is specified as tentative based on assumptions, how much time is necessary to carry out the appropriate interval of route observing the Road Traffic Act, taking into account the traveling conditions and other circumstances as well. The Arrival time can be amended for unforeseen and unexpected reasons beyond the Carrier’s control.

1 (l). Cancellation – failure to carrying out a scheduled passenger carriage service.

 

 

2. Purpose of these General Terms and Conditions

2./a/. These General Terms and Conditions define the rights, duties and responsibilities of Passenger and Carrier, and are valid for carriages with Tourist Service Holding AD buses. Tickets purchased during promotional campaigns or those ones purchased on the basis of special discounts could be subjected to application of special rules for which ones the Passenger shall be purposely informed (both in writing or orally) at the time of purchasing of the ticket. If a different order is defined in the special rules, in this case it is necessary to apply said rules stating specific general terms and conditions

2 /b/. Before traveling each Passenger is required to familiarize him/herself with the General Terms and Conditions and by purchasing a ticket it shall be deemed that the General Terms and Conditions are unconditionally accepted by him/her.

2./c/. In the event of amendments in Passenger Carriage Rules, if any, or of any other amendments, as it regards tickets purchased earlier, shall be valid the rules in force at the time of purchase of the ticket.

2./d/. The excerpt from the General Terms and Conditions printed on the cover of the ticket is for information purposes only. If the information on the cover does not correspond to the information stated in the basic Passenger Carriage Rules due to any other amendments, only those stated in details in the company’s site /www.tourist-service.com/ shall apply.

2./e/. In the event of special regulations in the legislation of the different countries, some specific regulations of the General Terms and Conditions may not be acceptable for applying in all countries, and in such cases those differences shall be indicated separately (both in writing or orally) at the time of purchase of the ticket.

 

3.     Purchase and Return of Purchased Ticket; Recorded Data Modification.

3 /a/. A ticket may be purchased according the Carrier’s current rate of purchase from any of its offices, from the bus station where the Passenger wishes to board the Carrier's bus,  online from the Carrier's Internet site: www.tourist-service.com, as specified in paragraph 4, or through the mobile application TSHOnline as shown in Article 5 herein below.

 

3 /b/. The ticket may be either one way or return ticket, and a return ticket may be either with fixed dates for both trips or a fixed date only for the first one.

      Return ticket with a fixed date only for the first trip may be purchased only from the offices of Tourist Service Holding AD.

3/c/. The ticket price does not include Passenger Baggage Insurance. In case you wish to get an additional insurance, you need to do that yourself before traveling by choosing a specific insurance company.  

3 /d/ If the ticket was purchased at a discount, it is necessary to carry a document with you during the trip confirming the justification for such discount. If for the trips are provided discounts aimed for specific age groups (children, young people, retired people), when purchasing the ticket, then the discount is applied in accordance with the age at the time of the first trip. Each customer can only use one discount. Accumulation of more than one type of discount when buying a ticket is not allowed.

3 /e/. If the data recorded in the ticket does not correspond to the travel parameters or documents provided by the Passenger, the Carrier is entitled to refuse Passenger access to the bus and respectively the Passenger to refuse to travel. In that case, the Passenger shall not be entitled to a refund of costs or compensation whatsoever.

 

3 /f/. All the seats on the bus are equally comfortable. In case of necessity, the Carrier shall be entitled without prior notice to replace the seats specified in the ticket, and for that reason the Carrier shall not be liable for refund or compensation of any kind, nor for damages resulting from it regarding the Passenger. The Passenger is not entitled to terminate the contract of carriage on this ground, respectively to claim a refund of the amount paid for the ticket or a reduction in the price.

 

3 /g/. The price of the ticket includes only passenger and baggage carriage to the location indicated on the ticket. All additional services provided during the trip, such as internet, multimedia, TV providing, serving snacks, soft drinks, water and more, are free of charge. The lack of some free services does not entitle the Passenger to claim reimbursement.

 

3/h/.It is the responsibility of the Passenger to learn all the information that is of interest before purchasing a ticket, including information on: the trip, the exact route/itinerary, the services offered on the bus, the necessary documents for crossing borders, etc. Such information within the scope of its competence may also be given by the customer servicing officer at the offices of Tourist Service Holding AD.

 

3/i/. It is the responsibility of the Passenger to verify the correctness of the details given in the ticket immediately after receiving it. Later modifications shall be made only as specified in paragraphs 3(j), 3 (k) and 3 (l).

 

3 /j/. No later than twenty four (24) hours before the trip (or before the first trip in the case of a return ticket), the Passenger's name may be changed, preserving the other specified parameters (starting and ending points, route/itinerary and price). The change is free of charge and can only be made in the offices of Tourist Service Holding AD against a ticket provided personally by the person him/herself who has made the initial purchase.

 

3./k/. No later than twenty four (24) hours before the first trip the departure/arrival point can be changed on the ticket. If the price of the new route is higher, the Passenger is required to pay the difference, if the route is cheaper, the difference is not refundable. The change is free of charge and can be done only in the offices of Tourist Service Holding AD in the presence of  vacant seats and against a ticket provided by the Passenger himself/herself.

 

3 (l). The change of departure date can be made no later than seventy two (72) hours before the scheduled trip, if there are available seats for the new date desired by the Passenger and against a ticket provided personally by the Passenger. If the price of the new date is higher, the Passenger is required to pay the difference. The travel date and time of purchased online tickets is fixed and cannot be changed.

3/m/. No duplicate tickets will be issued to replace tickets that have been lost.

 

4. Online ticket sales:

 

4./a/. Each customer may purchase a ticket online through the official website of the company Tourist Service Holding AD - www.tourist-service.com.

 

4./b/. After selecting a destination, day and the time of departure, adding as well passenger’s personal details (name, surname, telephone number, e-mail), the ticket is reserved for ten (10) minutes during which period the system awaits ticket payment.

4./c/. Upon successful payment of the ticket through debit*credit card of through PayPal, the customer receives a payment confirmation by e-mail to the e-mail address specified by him/her at the time of booking. Before the trip, said confirmation has to be presented in the office of Tourist Service Holding AD, which allows the ticket to be submitted to the Passenger. The bank card details are entered directly into the system of the servicing bank and neither Tourist Service Holding AD, nor a third party has access to them.

4/d/. If the payment fails, after the expiry of the ten (10) minutes period during which the system preserves the booked seats, said seats will be available for purchase again by any other customer.

4./e/.In the event of cancelled travel shall apply the provisions under Article 9: Travel Cancellation and Article 10: Unused Ticket Refund and the fee paid shall be refunded by bank transfer.to the same card account from which the payment was made.

4./f/. The travel date, name of the passenger and the destination of purchased online tickets cannot be changed.

4./g/. When buying a ticket online, the "BONUS FREE PACKAGE DELIVERY" promotion does not apply.

 

 

 

 

5. Ticket purchase through the TSHOnline mobile application

            

5 /a/. Each customer can download the TSHOnline mobile app for free provided that he/she has a mobile device running Android or iOS operating system on Google Play, respectively App Store using Internet connection.

 

5 /b/. In order to be able to buy a ticket, the client should register in the application by entering a name, surname, telephone number and e-mail address. For payment purposes, the customer should also register his/her valid bank card and choose in which currency (BGN or EUR) the amounts should be displayed. After registration the client can change both the data in his account and his password, as well as add or remove registered bank cards. Also, the client can delete his/her account as well as the entire mobile application at any time.

 

5 /c/. The registration of each bank card requires payment by card transaction of the amount of BGN 0.10. The said amount is returned afterwards to the customer by Tourist Service Holding AD. The card data is entered in a secure environment, directly in the system of a servicing bank and neither Tourist Service Holding AD nor any third party has access to such data, incl. in the payment process.

 

5 (d). The Edit Card menu lists are shown all bank cards registered by the customer. By clicking against each card on the Delete button, the card is deleted from the application and removes the corresponding reference from the server of the bank. With the ADD CARD button, the application links is sent to a bank page where the customer enters his/her card details. Upon successful entering, the card is registered in the application.

 

5 /e/. Buying a bus ticket starts with the choice of destination (departure from and to), the date of the trip and a return date, if appropriate (if a round-trip ticket is booked), the number of passengers and information about their age. By pressing the SEARCH button are shown the available trips that meet the requirements entered by the customer, as well as the corresponding price in BGN or EUR, depending on the configuration of the client's account. When selecting a trip by pressing RESERVE button, a page with travel information opens, showing  a final price, and the names of the passengers can be edited, as well as booking information:  phone number and e-mail. In order to make a reservation, the customer must first confirm that he or she agrees to these General Terms and Conditions. Upon clicking on Make Reservation button, the reservation is made and paid accordingly with the client's already registered bank card. If the payment is successful, the application confirms this and the reservation is made. Regardless of whether the final amount is denominated in Euro or BGN, the transactions are executed in BGN only.

 

5 /f/. If payment fails, after the expiry of the ten (10) minutes during which the system preserves the booked seats, said seats will be available for purchase again by any other customer.

       

 5 /g/. In case of cancellation of travel, the stipulations in Article 9: Travel Cancellation and Article 10: Unused Ticket Refund shall apply, and the refund of the amount paid shall be made by bank transfer to the same card account from which the payment was made by sending a refund request to the banking system. For assistance and questions regarding the refund, you may contact Tourist Service Holding AD on the contact phone specified in the enclosure and in these General Terms and Conditions as well.

 

6.     Prepaid Travel Cards

6/a/.The prepaid travel card provides for a certain amount of time an indefinite number of trips in both directions at a destination previously selected by the Passenger. The value of the travel card is determined on the basis of the destination chosen and paid at the time when the card was issued.

6 /b/. For issuance of a travel card, the Passenger is required to fill in an application form, selecting the desired travel destination, as well as the term of use of said travel card.

6/c/. Upon purchase of the travel card, the holder agrees unconditionally with these General Terms and Conditions, declaring to be aware of the days and times of departure, stops and route of the destination chosen for travel.

6/d/. Travel days, departure times, stops and route of selected destination are posted at www.tourist-service.com, with indicative arrival times fully dependent on traffic conditions. Tourist Service Holding AD reserves the right to change the frequency of service, departure times and itinerary on a given destination without prior notice and in case of any change the Passenger has no right to claim damages or compensation for any damages due to the changes made. In case of closing the line operated by the carrier or change of the starting or ending point leading to the impossibility of using the travel card, the Passenger is entitled to compensation in the amount of his travel card price paid in proportion to the remainder of its period of validity.

6/e/. Before each trip, the travel card holder is required to make a reservation at one of Tourist Service Holding AD's offices or online at www.tourist-service.com for at least three (3) days in advance, and in the event of a presence of vacant seats for the specified date and time a free ticket at a price of BGN 0.00 will be issued to the travel card holder.

6/f/. Possession of a travel card without a previously issued ticket according to paragraph 5 /e/ herein above does not entitle the holder to travel on the desired date and time, and does not entitle the holder to claim payment of damages or compensation due to a cancelled trip by the Carrier.

6/g/.The travel card is personal, non-transferable and unchangeable regarding the destination and expiration date.

6/h/.The travel card is immediately activated at the time of its issuance and can be used throughout its period of validity. In the event that the holder does not use it for reasons beyond the control of the Carrier, with the exception of these stated in paragraph 5 /d/ herein above, the holder can not claim neither a refund of the amount paid for the card, nor of a part of it.

6 /i/ The prepaid travel card is a security issued in accordance with the law. Therefore, in case of loss, theft or damage to the travel card, the Passenger is obliged to immediately notify the carrier for its cancellation, as a duplicate can not be issued and the carrier does not compensate the Passenger in any way for the remaining period of validity of the travel card. The Passenger can purchase a new travel card instead.

 

7. Rights of disabled persons and persons with reduced mobility in cases where Regulation (EU) No 181/2011 of the European Parliament and of the Council applies:

 

7 /a/ The Carrier can not refuse to accept a reservation, issue or otherwise provide a ticket, or to place a person on the grounds of disability or reduced mobility.

 

7 /b/.Reservations and tickets are offered to disabled persons and persons with reduced mobility without any overcharge.

 

7 /c/. Notwithstanding the provisions of paragraph 7(a) herein above, the Carrier may refuse to accept a reservation, to issue or otherwise provide a ticket, or to redeem a person on the grounds of disability, or reduced mobility as specified herein below:

 

(a) in order to comply with the applicable safety requirements established by international, EU or national law, or in order to comply with health and safety protection requirements established by the competent authorities;

 

(b) if, due to the design of the vehicle or of the infrastructure, including bus stops and bus stations, it is physically impossible to embark, disembark or transport the disabled person or person with reduced mobility from the point of view of safety or feasibility.

 

7 /d/. In the event of a refusal to accept a reservation or to issue or otherwise provide a ticket on the grounds mentioned in paragraph 7(c) herein above, the Carrier shall inform the person concerned of any acceptable alternative transport provided by the Carrier.

 

7 /e/.If a disabled person or person with reduced mobility who has a reservation or ticket, and who has complied with the requirements set out in paragraph 7/l/ (a) is nevertheless denied boarding on grounds of his disability, or reduced mobility to said person, as well as to any other person accompanying him/her in accordance with paragraph 7/g/, shall be proposed an alternative choice as shown herein below:

 

(a) the right to reimbursement of the ticket price and, where applicable, a free return ticket to the point of departure as soon as possible, as indicated in the contract of carriage/ ticket, and

(b) in the event it is not feasible, a continuation of the trip or a re-routing with reasonable alternative transport services to the required destination as indicated in the contract of carriage/ticket.

 

7/f/. Lack of notification in accordance with paragraph 7/k/(a) does not affect the passenger’s entitlement to a refund of the amount paid by him/her for the ticket.

 

7 /g/. If the Carrier refuses to accept a reservation from a person, issue it or otherwise provide a ticket or place to said person in the vehicle on grounds of disability or reduced mobility for the reasons set forth in paragraph 7/c/, that person may require be accompanied by another person of his/her choice who shall be able to provide the necessary assistance to the disabled person or the person with reduced mobility so that the reasons set out in paragraph 7 /c/ cease to apply.

 

Such an accompanying person shall receive a free carriage and, if feasible, a seat in proximity to the disabled person or person with reduced mobility.

 

7 /h/. Where the Carrier applies the provisions of paragraph 7 /c/ herein above, it shall immediately notify the disabled person or person with reduced mobility of the reasons for doing so and, and upon request, the Carrier shall notify the person concerned in writing within five (5) working days of the request.

 

7 /i/. Within the framework of its function, the Carrier shall grant to disabled persons and persons with reduced mobility free assistance in bus terminals designated by the Member States at least to the extent specified in part (a) of Annex I to Regulation (EU) No 181/2011.

 

7 /j/.The Carrier shall grant to disabled persons and persons with reduced mobility assistance on board of  buses at least to the extent specified in part (b) of Annex I to Regulation (EU) No181/2011.

 

7 /k/.The Carrier shall cooperate with bus terminal managers to provide assistance to disabled persons and persons with reduced mobility provided that:

 

(a) the Carrier has been notified of the person's needs for such assistance at least thirty six (36) hours before the need for assistance has arisen; and

 

(b) the persons concerned appear at the designated point:

 

(i) at the time specified by the Carrier in advance, no more than sixty (60) minutes before the scheduled departure time; or

(ii) if no exact time is specified, no later than thirty (30) minutes before the scheduled departure time.

 

7 /l/. In addition to the provisions stipulated in paragraph 7(k) herein above, at the time of booking or pre-purchase, disabled persons or persons with reduced mobility shall inform the Carrier of their specific needs with regard to seats, provided that these needs are already known at that time.

 

7 /m/. The Carrier shall take all necessary measures to facilitate the receipt of notifications of the need for assistance made by disabled persons or persons with reduced mobility. This obligation applies to all designated terminals and their points of sale, including telephone and internet sales.

 

7 /n/. If the Carrier is not notified as specified above, the Carrier, together with the terminal manager, shall make all reasonable efforts to ensure that assistance is provided in such a way as to enable the disabled person or person with reduced mobility to board a departing vehicle, to change the respective vehicle or to disembark from an arriving vehicle for which he/she purchased a ticket.

 

7/o/.The Carrier shall be liable for any loss or damage to wheelchairs, other mobility equipment or auxiliary aids. Compensation is equal to the cost of replacing or repairing lost or damaged equipment or aids. Where necessary, every effort shall be made to rapidly provide temporary replacement equipment or aids. Wheelchairs, other mobility equipment or aids, shall have, if possible, technical or functional characteristics similar to those of lost or damaged equipment and devices.

 

 

8. Carriage of Passengers. Carrier’s and Passenger’s Liability

 

8 /a/. The Carrier provides the Passenger a transport service in conformity with the route/itinerary, date and time specified in the ticket. The ticket is personal and can not be transferred to a third party except in the cases and under the conditions specified in paragraph 3 /j/. It is the responsibility of the Passenger to keep the ticket until the end of the trip and to provide it for inspection by the staff of the bus and control authorities as well. The Passenger bears full responsibility and is obliged to indemnify the Carrier in whole if the latter is penalized for failure to provide by the Passenger a ticket (and a travel card in cases where the ticket is issued on the basis of such a card) upon inspection carried out by the control authorities.

In addition to the liability mentioned above, if the Passenger boarded the bus without a ticket, he/she owes a ticket price from the departure point to the final destination of the bus together with a fine according to the Carrier's current Tariff. The Carrier may force a Passenger, who refuses to pay a ticket and/or a fine, to get off immediately from the bus and the Carrier can also alert the police authorities and hand over the Passenger to said authorities.

 

8 /b/. The Passenger is required to appear at the place of departure of the bus specified in the ticket no later than thirty (30) minutes before the scheduled departure in the ticket.     

8 /c/. In the case of a purchased round-trip ticket with a non-fixed return date the Passenger is bound to validate his/her return ticket no later than ten (10) days before the date of the trip at any of the offices of Tourist Service Holding AD. Passengers with invalidated return tickets or requesting a validation after the aforementioned period shall be allowed to travel only if there are vacant seats on the bus.

8 /d/. The availability of a round-trip ticket without a valid return date does not entitle the Passenger to travel on the desired date and time of travel if there are no vacant seats on the bus, and does not entitle the Passenger to claim a ticket cancellation or payment of penalties or compensation whatsoever.

 

8 /e/. The Carrier shall ensure stops or technical stops at least every 4-5 hours in case it does not compromise the safety of passengers and their belongings.

 

8 /f/. The time of arrival and the time of departure for all stops that are not endpoints can be specified in the tourist centres of Tourist Service Holding AD or are indicated on the ticket. Schedules in the information material shall be indicated in accordance with the timetable and within the scope of the bus's ability to comply with and implement this timetable, and its implementation is not guaranteed. The Carrier has the right to change or cancel travel or timetables without prior notice.

 

8 /g/. A valid ticket entitles the Passenger to carry a Passenger's personal baggage consisting of a suitcase no larger than 60x90x40 cm and weighing up to 30 kg, which is to be placed in the baggage compartment of the bus and for which the Carrier issues a baggage receipt, and one piece of hand baggage not larger than 40x20x40 cm and weighing up to 7 kg. Additional baggage can only be shipped if it is possible and is charged separately according to the current Tariff of the Carrier. The Carrier does not accept or transport baggage that does not belong to a Passenger traveling on the bus. The return of the baggage is done to the baggage receipt holder personally, if the receipt is nominal or allows the holder to be identified. The placement and carrying of money (irrespective of the currency and the amount), securities, documents, credit and debit cards, traveler’s cheques, securities, items of numismatic and art value, jewels and other articles made of precious metals, precious and semi-precious stones, GSM devices, smart devices and tablets, all types of video and audio equipment, computer configurations and portable computers, charging devices, optical devices and parts for the latter in the luggage of the passengers that is transported in the luggage compartment of the buses is not allowed. In case of total or partial lack and/or harm of luggage containing the precious items, articles and similar stuff listed above, in spite of the prohibition of their transportation, Tourist Service Holding AD shall not be liable for the latter and it shall not pay the passenger their value, neither shall it compensate him or her for these items More detailed information about the carriage of baggage, parcels and cargos, as well as the tariffs, can be obtained at the offices of Tourist Service Holding AD.

 

8 /h/. When transporting baggage in the bus baggage compartment, the Carrier shall be liable for the total or partial failure or damage to the baggage unless the damage or lack is due to the condition or defects of the baggage itself or, despite the measures taken, the damage could not be avoided. The Carrier owes compensation in the actual amount of the damage, but not more than BGN 1,000 per unit of baggage and, in the case of shipments to which Regulation (EU) No 181/2011 applies, no more than the maximum unit baggage allowance designated in this Regulation. The Passenger him/herself is responsible for the storage of hand baggage. It is recommended that the Passenger takes with him/her the hand luggage, respectively all his/her valuable items from his/her hand baggage every time he/she leaves the bus.

 

8 /j/ When during the performance of carriage of passengers to which Regulation (EU) No 181/2011 applies, is caused the death or personal injury to a Passenger, then the maximum amount of compensation payable by the Carrier on a case-by-case basis shall not exceed the maximum amount per Passenger provided for in that Regulation.

 8 (k). The Carrier has the right not to allow a Passenger to board the bus:

-        if the Passenger appears to be in a state of drunkenness or drug abuse, his/her behaviour is inadequate, or if he/she does not have valid documents required to cross the border,

 

-         if the Passenger carries weapons and/or ammunition, unless those permitted by law;

-         

-        if the Passenger is suffering from a disease (including a mental illness) that could endanger the life or health of other passengers or bus staff;

 

-        if the Passenger has inappropriate clothing, incl. such as to cause damage to other passengers or the bus;

-        if the Passenger carries on board substances (including but not limited to explosives, inflammable or corrosive material, substances with strong odor or the like) that can pollute the bus, or cause damage to other passengers, or on the bus;

-        if the Passenger carries significant sums in cash, large quantities of valuables or expensive works of art;

-        if the Passenger wishes to transport animals with the exception of a guide dog to blind people after presenting a veterinary medical passport of the dog, and a certified card attesting its status, or small breeds of dogs or cats placed in an appropriate container, in the baggage compartment, under the sole responsibility of the Passenger, and in the absence of a ban on their carriage across borders, in accordance with the rules in force in the countries where the bus passes. The Passenger is required to be informed in advance of any such rules and requirements.

-        if the passenger wishes to transport items/goods which are prohibited for possession or carriage, or are above the allowable quantity, incl. when crossing state borders (eg narcotic substances, cigarettes, alcohol, etc.). The Passenger is required to be informed in advance of any such rules and requirements and the carriage of such items/goods is entirely on his own responsibility.

In the event that the Carrier does not allow a Passenger to board the bus for any of the above reasons the amount paid for the ticket shall not be refunded and no damage shall be paid to the Passenger. The Carrier is not obliged to, but can check a baggage suspected of containing the items/goods specified herein above. In the event that the Passenger is admitted to the bus, whether or not he/she has informed the Carrier of the presence of any of the above items/goods in his/her baggage, the Passenger is fully liable and owes indemnity to the Carrier, and all injured third parties for all and any sanctions and damages, suffered by them in connection with the items/goods carried by the Passenger.

 

 

 

 

8 /l/. During the trip Passengers are not allowed: 

·       to carry on board animals, hazardous substances and items, dangerous to human life and health, as well as substances and articles that may harm the baggage of other passengers;

·       to consume alcoholic beverages;

·       to smoke in the lounge and restroom on the bus, incl. electronic cigarettes;

·       to  hinder the activities of the crew and/or create inconvenience for other passengers with their behaviour;

·       to put their feet on the seats or block the aisles between the seats of the bus.

·       to carry out actions that endanger the safety of the bus during the trip.

·       to pollute the bus, damage or destroy the Carrier's property. In such case the Passenger shall be liable to pay damages to the Carrier for any loss suffered by him, incl. the costs for cleaning the bus or replacement of the damaged/destroyed property.

8 /m/. If the Passenger encounters problems with the Control authorities during the trip, and if the Passenger violates the Carriage Rules and/or the present General Terms and Conditions, the crew of the bus shall be entitled to force the Passenger to get off the bus, respectively is bound to follow the instructions of the control authorities. In that case, the ticket is not refunded, and no compensation is due to the Passenger. The Passenger is bound to indemnify the Carrier in whole for the damages suffered by him as a result of the Passenger's acts/omissions.

     In the event that a Passenger regularly (for more than one journey) violates the rules of transportation and/or these General Terms and Conditions, the Carrier has the right to refuse transportation of the Passenger on the Carrier's buses for an unlimited time.

 

 

8 /n/ Special rules:

·       Passengers are required to put seat belts if the bus is equipped with such.

·       No person under the age of 12 shall occupy the front passenger seats in the vehicle designated with numbers 1 to 4;

·       Children under the age of 15 are permitted to travel only in the case they are accompanied by an adult; If the accompanying person is not next of kin (mother, father) of the child, he/she must sign a declaration (in a special form) stating that he/she takes full responsibility for the child during the trip;

·       Children between 3 and 12 years of age travel at a 50% discount of the nominal fare, and are given a reserved seat;

·       Children up to 3 years of age travel at a 100% discount of the nominal fare, but they are not given a reserved seat;

·       The Passenger is required to board and get off the bus on the  bus stop only at the appropriate bus stops/stations, except in the case of planned breaks and in case of force majeure events. 

·       The Passenger is required to track the location of the bus him/herself and get off the bus on the desired bus stop. The carrier shall not owe any compensation if the Passenger misses the final stop of his trip. In this case, the Passenger shall pay the difference in the ticket price to the stop at which the Passenger has disembarked from the bus. If the Passenger refuses to pay the ticket price, he/she shall be treated as a Passenger without a ticket as per item 8/a/ herein above.

 

9. Travel Cancellation:

 

9/a/. Travel cancellation may take place no later than the scheduled bus departure time. In the case of a travel cancellation depending on the time when the cancellation is made in respect of the time remaining until the beginning of the trip, the amounts set out in Article 10: Unused Ticket Refund are refunded. Reimbursement of amounts paid or parts thereof is only possible for a full ticket; while a one-way ticket cannot be split off and no reimbursement can be claimed for individual travel costs. When a round-trip ticket is purchased, it is not allowed to use only a part of it by cancelling only the first or return/opposite direction /making it one-way ticket/. When a round-trip ticket is used in one direction, the return/opposite direction cannot be canceled. In the event that the return/opposite direction is not been used by the customer, he/she is not entitled to reimbursement of travel costs.

 

9 /b/. The Passenger him/herself is only allowed to cancel the travel in person at any of the ticket centres of Tourist Service Holding AD by submitting a written request for reimbursement via a contact form, ticket and cash receipt enclosed to it, and an identity document /ID card or national passport/ as well. The traveler can also cancel the trip by e-mail, by sending a duly written request for a refund, a copy of an identity document and a copy of the ticket to the following e-mail: internet@tourist-service.com

 

9 /c/. If the Passenger is entitled to reimbursement of travel costs, the amount paid by him/her will be refunded within thirty (30) days from the day of the travel cancellation.

 

 

10. Unused Ticket Refund:

10/a/. The return of a ticket before the date and time of travel shall be considered as travel cancellation. In that case the amounts specified below could be reimbursed to the Passenger by the Carrier:

·       Cancellations of a trip made up to twenty four (24) hours prior to date of travel: 50% of ticket cost is refunded;

·       Cancellations of a trip made less than twenty four (24) hours prior to the date of travel: the ticket cost will not be refunded.

10/b/. After the departure of the bus, costs for unused tickets are non-refundable. An exception is made only if the passenger presents at the ticket centres of Tourist Service Holding AD within seven (7) days after the departure of the bus submitting a supporting document certifying that the reason for the unused ticket was an accident or an acute illness, in such cases it shall be possible to reschedule the unused ticket to a later date within a period of six (6) months of the dated of the concelled trip (in case of vacant seats), but no compensation for that ticket is  possible.

 

11. Rights of Passengers in the event of cancellation or delay in cases where Regulation (EU) No 181/2011 applies.

 

11 /a/. Where the Carrier reasonably expects a cancellation or delay by more than one hundred twenty (120) minutes of the scheduled departure from the bus terminal of a regular bus service or in case of duplication of seats, the Passenger has the following alternative choices:

 

(i)continuation of the trip or re-routing of it to the final destination without additional payment at the earliest opportunity and under comparable conditions as specified in the contract of carriage;

 

(ii) reimbursement of the ticket price and, where applicable, free of charge carriage to the point of departure as set out in the contract of carriage.

 

11 /b/. If the Carrier does not offer to the Passengers the option mentioned in paragraph 11 /a/ mentioned above, the Passenger is entitled to 50% refund of the ticket price in addition to the compensation referred to in paragraph 11/a/ (ii) herein. The Carrier shall pay the amount within one month (1) of filing a claim for compensation.

 

11 /c/. When the bus breaks down during a trip, the Carrier shall ensure the continuation of the carriage with another vehicle from the place of the damaged vehicle or from the place of the damaged vehicle to the appropriate waiting area or the terminal where the trip may continue.

 

11 /d/. In case of cancellations or delays of more than one hundred and twenty (120) minutes when departing from a bus stop within a regular service, the Passenger has the right to continue the trip or to be rerouted, or get a refund of the ticket price from the Carrier, as specified in paragraph 11/a/ herein above.

 

11 /e/. The reimbursement provided for in paragraph 11/a/ (ii) and paragraph 11/d/ herein above shall be made within fourteen (14) days of making the offer or upon receipt of the request. The full ticket price is reimbursed equally to the price at which it was purchased for the non-completed part or parts of the trip as well as for the part or parts of the trip already made if the trip is no longer meaningful in terms of the original passenger's travel plan. For passengers holding prepaid travel cards, the payment shall be equal to the respective share of the full cost of the prepaid travel card. Refunds are made in cash unless the Passenger accepts another form of reimbursement.

 

11 /f/. On a scheduled trip lasting more than three (3) hours, in case of cancellation or delay in departure from the bus terminal of more than ninety (90) minutes, the Carrier offers to the Passenger free of charge:

 

(i) snacks, meals or drinks depending on the waiting or delay time, if they are available on the bus or the bus station or are likely to be delivered;

 

(ii) a hotel room or other accommodation, as well as an assistance in organizing transfer from/to the bus station and the place of accommodation in case one or more overnight stays are required. The total cost of accommodation, excluding the transfer costs from and to the bus station, is up to EUR 80 per night and for a maximum of two (2) overnight stays.

The Carrier has no obligations under this provision if the cancellation of the trip or the delay is due to severe weather conditions or serious natural disasters endangering the safe operation of the bus carriage.

      

11 /g/. In applying the above provisions, the Carrier shall pay particular attention to the needs of disabled persons and persons with reduced mobility, as well as to their possible escorts.

11 /h/ The above provisions apply only to Passengers with properly issued tickets with specified dates and times of travel.

 

11 /i/. Claims for deviation from scheduled trips are subject to consideration and compensation only in cases where they have been caused by the fault of the Carrier.

 

11 (i). The Carrier is not liable for:

 

-   deviations from scheduled trips, contingencies arising from unforeseen events (including, but not limited to, weather conditions, traffic jams, actions of public authorities, etc., as well as acts of the passengers themselves, affecting the implementation of the commitments made) or other circumstances that the Carrier could not have foreseen and prevented despite the measures taken;

-   any losses incurred to the Passenger due to deviation of the traffic schedule, except in the case of deliberate omissions and deliberate non-performance of the Carrier's liability;

 

-   any unscheduled re-routing to any mode of transport due to deviation from the scheduled itinerary.

 

-   any losses incurred to the passenger as a result of a criminal activity of any private person (including other passengers and traffic participants);

 

-   in case of problems arisen with the state authorities regarding passengers’ documents (passport, visas, insurances, etc.) or in connection with their baggage content;

 

-   items left or forgotten in the lounge of the bus.

 

 

12. General Guidelines on Provision of Information and Complaints Handling and Lodging Procedures

 

12/a/The Carrier shall provide the passengers with appropriate information on their rights under Regulation (EU) No 181/2011 no later than the time of departure. Whenever possible, this information is provided upon request in comprehensible formats. At the request of a disabled person or a person with reduced mobility, such information shall be provided in comprehensible form, when feasible. This information shall include contact details of the body or bodies in charge with the implementation of that Regulation.

 

12 /b/.Complaints of infringement of Regulation (EU) No 181/2011 shall be filed with the Carrier within three (3) months of the date of the scheduled carriage or of the date on which the scheduled carriage should have been made. Within one (1) month of receiving the complaint, the Carrier informs the Passenger whether his/her complaint is well founded, whether it is rejected or is still under review. The deadline for a final reply shall not exceed three (3) months from the receipt of the complaint.

12 /c/.To all complaints of passengers, which are considered as not falling within the scope of Regulation (EU) No 181/2011 will apply the legislation of the Republic of Bulgaria.

13. Settlement of Disputes

 

13/a/. All disputes arisen between the parties regarding these General Terms and Conditions and any other cases not specified herein above, shall be settled by direct negotiations between the parties, and/or by out-of-court settllement of disputes provided for in the applicable legislation, as well as through a conclusion of an out-of-court settlement. If no agreement is reached, either party may refer the dispute to the competent court in the city of Sofia for settlement, unless, according to the statutory rules of the law, another court has jurisdiction.

 

        14. Applicable law

 

These General Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Bulgaria.