GENERAL PROVISIONS
The CARRIER is Darojković promet d.o.o., Dugo Selo 10370, Sajmišna 15.
A PASSENGER is a person transported by the carrier for a fee.
DOMESTIC ROAD TRANSPORT is transport within the territory of the Republic of Croatia.
TRANSPORT WITHIN THE EU is transport between two or more EU Member States, including the Swiss Confederation.
INTERNATIONAL ROAD TRANSPORT is any transport between an EU Member State and a non-EU country.
A VEHICLE is a bus or passenger vehicle with at least 9 seats, including the driver’s seat, intended exclusively for passenger transport.
A TICKET is a document by which a passenger acquires the right to transport by the carrier under the conditions set out in these General Terms and Conditions of Transport.
CONTRACT OF CARRIAGE
Article 1
These General Terms and Conditions of Transport define the mutual relations between the carrier and passengers using the carrier’s services in public road transport, and the conditions under which the carrier will provide transport services to the passenger and their luggage.
Article 2
The carrier applies the General Terms and Conditions for the transport of passengers, luggage and items according to the established prices for each route or each completed transport service.
Article 3
The fee for the transport of passengers and luggage in public road passenger transport is determined by the carrier.
Article 4
By purchasing a ticket, the passenger concludes a contract of carriage with the carrier.
The carrier undertakes to safely transport the passenger on the agreed route according to the published timetable, and the passenger undertakes to pay the transport fee to the carrier.
The existence of a contract of carriage is proven by a ticket or a special contract.
Article 5
The carrier is obliged to provide a seat in the vehicle to a passenger holding a valid ticket and reservation and to transport them on the agreed route according to the published timetable.
The passenger is obliged to keep the ticket during the journey and present it upon request to the inspector or driving staff.
Article 6
Tickets are sold at authorized sales points of the carrier (bus stations, agencies, offices, etc.), online, and in the carrier’s vehicles. Tickets may be issued in paper or electronic form.
If a ticket is purchased via the carrier’s website, it must be presented to the driving staff on a mobile device or in paper form.
Article 7
As a rule, a ticket is issued for a single journey and is valid only for the day, time and route indicated on the ticket and may not be used for another departure of the carrier.
A passenger may also purchase a return ticket indicating its period of validity. The validity period of a return ticket is calculated from the day the journey begins.
A return ticket entitles the passenger to transport for both outbound and return journeys on a pre-defined route.
A passenger holding a return ticket must make a seat reservation for the return journey.
Return tickets are valid on the carrier’s routes and, in exceptional cases, on the routes of other carriers if an agreement exists between the carriers.
Article 8
A passenger may reserve a seat on the bus at organized sales points, by telephone, email, or other suitable means, and is obliged to purchase the reserved ticket no later than 6 hours before the start of the journey in international transport and transport within the EU.
If the passenger fails to purchase the reserved ticket within the specified time, the carrier has the right to sell it to another passenger.
For justified reasons, the carrier reserves the right on certain routes to change the seat number stated in the reservation, while undertaking to provide another seat to the passenger with a valid reservation.
Article 9
A reservation is not issued without a purchased ticket, except if the passenger holds a return ticket. A seat reservation fee is charged according to the carrier’s valid price list.
Article 10
By a special decision, the carrier may grant commercial discounts for certain routes or certain categories of passengers (by age, disability, etc.).
Article 11
The passenger has the right to cancel the journey up to 6 hours before departure from the initial station of the route. The carrier is obliged to refund the transport fee reduced by 10% as handling costs if the passenger cancels an international or EU journey no later than 6 hours before departure.
If the passenger submits a request for a refund of the unused portion of a return ticket (within its validity period), the carrier will deduct the one-way fare (with the applicable commercial discount and 10% handling costs) from the paid return ticket price and refund the difference to the passenger.
If the passenger fails to submit the refund request within the stated time limit, they lose the right to any refund.
Article 12
A refund of the transport fee is made exclusively if the refund request is submitted within the deadlines specified in the previous article.
Refunds may be made upon presentation of a complete and undamaged ticket at the point of sale where it was purchased or at one of the sales points listed on the carrier’s website. A refund request may also be submitted in writing to the carrier’s email address. When submitting a written refund request, the original ticket must be enclosed if it was purchased online. If the request is submitted in writing, the refund will be paid exclusively to the bank account specified therein.
The carrier’s driving staff are not authorized to issue refunds.
Article 13
No refund is granted for lost tickets or for tickets cancelled after the deadline specified in Article 11 of these General Terms and Conditions.
A passenger who, through their own fault, travels with another carrier instead of the carrier for which the ticket was purchased has no right to request a refund of the ticket price paid.
Article 14
The passenger is obliged to check all ticket details at the time of receipt and immediately report any errors to the sales staff.
Article 15
A passenger may board or alight the vehicle only at bus stations or stops provided for in the timetable. Boarding or alighting at stops not listed in the timetable is not permitted.
The passenger must ensure arrival at the departure stop at least 10 minutes before departure. In case of passenger delay, the carrier bears no obligations toward the passenger.
If short breaks are scheduled during the journey for toilet use or refreshments, the passenger must return to the vehicle within the time specified for the break.
The carrier is not obliged to hold the vehicle or wait for a passenger who does not comply with the break time.
If a passenger voluntarily interrupts the journey by leaving the vehicle at intermediate stations or stops, they may not claim a refund for the uncompleted portion of the journey, nor may the ticket be used for another departure of the carrier on the route stated on the ticket.
Article 16
The passenger must keep the ticket throughout the journey and present it upon request to an authorized representative of the carrier.
If the passenger uses a ticket with a commercial discount, they must prove their identity with an ID card or another appropriate document.
Article 17
During the journey, the driving staff or inspector may exclude a passenger from the journey if the passenger:
– disturbs order and peace in the bus;
– interferes with the work of the driving staff;
– interferes with the work of the inspector.
If the passenger is excluded from the journey, the driving staff will also hand over the passenger’s luggage.
In such a case, the passenger is not entitled to a refund of the ticket price.
If the driving staff cannot independently exclude the passenger from the journey, they may request police assistance.
During the ride, the passenger must not move around the vehicle or leave their seat until the vehicle has stopped.
Article 18
The following persons may not be accepted for transport:
– persons carrying firearms, except on-duty officials (provided the weapon is secured);
– children under 15 years of age unless accompanied by an adult;
– persons under the influence of alcohol or narcotic drugs.
Article 19
Smoking on the bus is not permitted (including e-cigarettes), nor is the consumption of alcoholic beverages.
Article 20
In international transport and transport within the EU, the passenger must comply with the regulations of other countries relating to transport, entry and travel documents (passport, visa, etc.), as well as regulations related to customs, tax and other administrative authorities.
The carrier is authorized to deny boarding to a passenger who is found not to possess the necessary documents for entry into a foreign country and, in case of passenger objection, must notify the Ministry of the Interior (MUP).
The carrier bears no responsibility for damage arising from non-compliance with the above.
Article 21
In road transport by bus, hand luggage, passenger luggage, unaccompanied luggage, and items not considered as such luggage may be transported.
Hand luggage consists of items that can be brought into the vehicle and placed in designated areas and are kept by the passenger. Hand luggage includes smaller items such as handbags, bags, etc., which may be placed on the overhead rack or kept under the seat, provided they do not disturb other passengers.
No transport fee is charged for hand luggage, and the carrier is not liable for its loss or damage.
Article 22
Passenger luggage includes suitcases, bags, backpacks, etc., with a maximum weight of approximately 25 kg per item, for which a transport fee is charged according to the valid price list.
Accompanied luggage includes items not considered passenger luggage, such as crates, baskets, sacks, bicycles, car seats and similar items that can be placed in the luggage compartment and are charged according to the valid price list.
A passenger intending to transport a bicycle must notify the carrier at least 48 hours before the start of the journey.
The transport of wheelchairs and baby strollers is free of charge if passengers who use them are present in the vehicle.
Upon request, the carrier may accept up to two pieces of luggage per passenger. If sufficient luggage space is available and vehicle load permits, more items may be accepted upon request.
The driving staff must issue an appropriate receipt and baggage tag, which the passenger must keep until the end of the journey.
The price list for the transport of passenger and unaccompanied luggage and items is determined by the carrier and displayed at sales points and on the carrier’s website.
Article 23
When handing over passenger luggage for transport, the passenger must inform the driving staff if its value exceeds HRK 2,500.00 and allow inspection.
All valuables, securities, devices and other expensive items must be carried by the passenger as hand luggage.
The carrier is liable for damage resulting from loss or damage to passenger and unaccompanied luggage and items up to the amount of HRK 2,500.00.
The carrier is not liable for damage to passenger or unaccompanied luggage if it was not properly packed and loss or damage occurred as a result.
Article 24
The passenger must compensate the carrier for damage caused by the condition or properties of the luggage.
The carrier does not accept for transport dangerous substances, explosive or self-igniting materials, items with unpleasant odors, perishable goods, or any items that may injure or soil passengers, damage the vehicle, or damage the belongings of other passengers.
Article 25
The sender of unaccompanied luggage must inform the driving staff of its contents.
The carrier is not responsible for incorrect information regarding the contents of unaccompanied luggage.
Article 26
Animals may not be transported on the bus, and the carrier will not accept animals of any kind in the vehicle, regardless of whether they are secured for transport and placed in crates, cages or transport bags.
The only exception is specially trained guide dogs accompanying a blind person, transported as passengers.
Article 27
Upon exiting the vehicle at the destination, the passenger must take all their hand and passenger luggage with them.
All items found after the completion of transport are handed over by the driving staff to an authorized representative of the carrier or to the bus station’s lost-and-found office.
The carrier is not responsible for items found in the vehicle after the completion of transport.
Article 28
In domestic road transport, international road transport and transport within the EU with a transport distance of at least 250 km, the passenger has the following rights:
- In the event of cancellation or a departure delay of more than 120 minutes from the bus station, or in the case of overbooking, the passenger has the right to choose between continuation or rerouting of the journey to the destination at the earliest opportunity at no additional cost, or a refund of the ticket price and, where necessary, free return to the first point of departure stated in the contract of carriage at the earliest opportunity.
- The above does not apply to passengers holding open-date tickets without validated tickets and reservations with a specified return date and time.
- The passenger must inform the carrier of their choice within 60 minutes after the occurrence of the above circumstances.
- In the event of cancellation or a departure delay of more than 90 minutes for journeys with a scheduled duration of more than 3 hours, the passenger has the right to a snack and refreshments appropriate to the waiting time, provided they are available at the bus station or can reasonably be provided, and to hotel accommodation or similar if an overnight stay of one or more nights is necessary. Accommodation costs may not exceed EUR 80.00 per night for a maximum of two nights.
- The carrier is not obliged to provide accommodation if the delay or cancellation was caused by severe weather conditions or natural disasters that endangered the safe operation of transport.
- In the event of a traffic accident occurring during the provision of transport services, the carrier shall provide passengers with reasonable and proportionate assistance regarding their immediate practical needs after the accident, including transport, accommodation, food, clothing and first aid. Total accommodation costs may not exceed EUR 80 per passenger per night for a maximum of two nights.
FINAL PROVISIONS
Article 29
Vehicles of the carrier equipped with video surveillance must display a notice indicating video surveillance at a visible place upon entry and inside the vehicle.
Recorded data are considered confidential.
Access to and use of recorded data is permitted exclusively upon the order of the carrier’s responsible person and at the request of the Ministry of the Interior (MUP) or a court.
Article 30
Passenger complaints during the journey are handled by the driving staff, while written complaints are handled by an authorized representative of the carrier.
Any disputes arising between the passenger and the carrier fall under the jurisdiction of the courts of the Republic of Croatia, in accordance with the regulations in force in Croatia.
Article 31
These General Terms and Conditions enter into force on the date of adoption.
The carrier may amend these General Terms and Conditions in accordance with its business policy and applicable laws and EU regulations.
Article 32
Online ticket sales are governed by the General Terms and Conditions of Online Ticket Sales.