Autobusni kolodvor Zagreb

General terms and conditions of Bus station operations

General terms and conditions of Bus station operations


Article 1
These General Terms and Conditions (hereinafter: General Terms) govern the performance of bus station operations at Zagreb Bus Station (Autobusni kolodvor Zagreb, hereinafter: AKZ) where AKZ renders its services, as well as the rights and obligations of AKZ and its customers.

Article 2
Within the meaning of these General Terms, the customers include: carriers, legal and natural persons engaged in passenger road transport, passengers, natural persons who use the services of road transport and third parties, who are present at the AKZ premises for any reason or who ask for any of its services. AKZ’s services are available to all customers, under equal terms, without discrimination, in accordance with the established category of the bus station.

Zagreb Bus Station Services

Article 3
The services referred to in Article 1 provided by AKZ are:

I. SERVICES TO CARRIERS:

  1. Reception and dispatch of buses

  2. Use of the parking lot for bus parking

  3. Ticket sale

  4. Organizing the schedule of ticket sale

  5. Provision of information on transport and other services related to passenger transport

II. SERVICES TO PASSENGERS AND THIRD PARTIES

  1. Reception and dispatch of passengers,

  2. Use of waiting room and platforms,

  3. Ticket sale, marking and keeping a place in the bus

  4. Issuing a certificate of ticket price

  5. Storage of luggage,

  6. Use of toilets

  7. Use of the public-address system,

  8. Use of parking lots for private use,

  9. Provision of transport information and other services related to passenger transport


Article 4
Reception and dispatch of buses implies the reservation of an arrival and/or departure platform, and securing unhindered use of the arrival and departure platform for arrivals or departures of a carrier according to the submitted Permits, announcement of bus departure and arrival through the PA system and the organization of traffic in the area of AKZ in a safe manner.
 
Use of parking lots for bus parking means parking of carrier’s buses in a designated place at AKZ, in accordance with the spatial capacities of the bus station. The parking does not include attendance (guarding) of buses.
 
Ticket sale in relation to carriers implies a contractual relationship under a separate agreement in writing, whereby AKZ and carrier regulate their relations concerning the manner and conditions of ticket sale to third parties.
 
Organizing the schedule of ticket sale means ticket sale in accordance with the transportation capacities (seats) which each carrier makes available for sale.
 
Provision of transport information and other services related to passenger transport includes the provision of information to carriers regarding the number of tickets sold, passengers’ needs for transport, possible problems with the organization of traffic and the like, and it particularly includes keeping records of arrivals and departures of buses in accordance with the regulations governing the performance of road passenger transport and confirmation of arrivals and departures on the travel worksheets of each carrier at the carrier's request.
 
The term "departure" means the bus departure from the platform as the place of departure according to the timetable, and the term "arrival" means the bus arrival to the platform as the last stopping location (destination), i.e. disembarking of passengers according to the timetable.
 
The term “transit” means use of AKZ, i.e. its platform as an arrival/departure stop according to the timetable which is not a start/end point.

Article 5
Reception and dispatch of passengers means organization of passengers’ stay in the AKZ area for the time from arrival of passengers to AKZ to boarding a bus or leaving the AKZ area in any other way.

Use of waiting rooms and platforms means the possibility of using the enclosed and open areas of AKZ intended for passengers that are protected from exposure to weather conditions, heated and ventilated and separated from the traffic areas of AKZ, with places for sitting, standing and putting aside or keeping things that passengers and third parties may have with them while staying in the area of AKZ until boarding a bus or leaving the AKZ area.

Ticket sale to passengers and third parties means ticket sale to all interested parties, regardless whether they are travelling or not, who specify the route and time of travelling, and pay for the fare at the point of sale.
 
Marking a place in a bus means a relationship between AKZ and a passenger under which a place in the bus for a precisely set departure is guaranteed to the passenger in accordance with the other terms hereof.

Keeping a seat in a bus means a relationship between AKZ and a passenger under which the sale of a ticket for a precisely set departure is guaranteed to the passenger in accordance with the other terms hereof. The obligation to keep a place shall last until max. 1 hour prior to departure in local, and max. 2 hours before departure in international transport.

In the periods of peak demand occurring during the tourist season in the Republic of Croatia, in the period from 15 June to 15 September of current year, as well as at least seven (7) days before public holidays, the obligation of keeping a seat in the bus shall last no later than 24 hours before the departure of the bus.
 
A certificate of cancellation or delay of a regular bus journey shall be issued free of charge provided a ticket is presented.

Storage of luggage means a relationship between a third party and AKZ to which these General Terms and Rules of Luggage Storage apply. This service has been charged as of 16 October 2007. Use of toilets means provision of the use of toilets to individuals who pay a fee for using sanitary facilities in advance in accordance with AKZ’s price list for services of "A" category (hereinafter: Price List).

Use of the parking lot for private cars means parking a car at the location designated for this purpose along the Avenija M. Držića street. Use of parking lots does not include guarding a personal car, and the service is charged according to the Price List.
 
Provision of transport information means provision of information on departures and arrivals of buses, fares etc. by phone, screens or other types of displays, notice board or directly by an authorized person at AKZ.
 
Providing information on departures for which AKZ sells tickets can be performed via a commercial website for carriers that have entrusted AKZ with selling at least 70% of the seat allotment in a bus.
 
Publication on website for routes that pass through Zagreb (transit routes) will be decided by a separate rule issued by an appointed committee, for each line separately according to the obtained allotment.

Article 6
The bus station services to carriers are provided to all carriers in public regular transport according to the received permits, and services to carriers in the special scheduled transport and occasional (free) transport are provided in accordance with the available capacities of AKZ.
 
Article 7
The prices of AKZ’s services are determined in the Price List.
 

Bus Station Services to Carriers

Article 8
These General Terms provide a general offer for an indefinite time to all interested parties to enter into an adhesion contract for the provision of bus station services. All provisions governing the relationship of the contracting parties are defined by these General Terms.
An interested party shall accept the general offer in a conclusive manner, by taking some of the actions defined by these General Terms for a type of bus station customers.
The acceptance of the general offer by a customer shall mean that a contract for the provision of the bus station services is concluded and that the provisions of these General Terms are fully accepted by the customer i.e. carrier.
It shall be considered that the Contract for the provision of bus station services is amended on the eighth day from the date of amendment and/or supplements of these General Terms or publication of these amendments.
The general offer to enter into a contract for the provision of bus station services shall not be binding for AKZ if the customer does not meet the conditions laid down in these General Terms.

Article 9
A carrier in public regular transport shall acquire the right to use bus station services when it provides AKZ with the valid Permit, timetable and the price list for its lines. After delivery of the Permit by the carrier to AKZ it shall be considered that AKZ and the carrier concluded the contract for the provision of the bus station services. The Permit and price list shall be considered delivered after they are entered into AKZ’s registry book. The carrier shall submit a copy of the Permit, and it undertakes to submit the original to AKZ for review.
AKZ undertakes to enter the received data of the carrier into its computer software within 10 / ten / days after the receipt of the data.
Apart from the above data, the carriers that jointly carry out transport on a given route shall deliver to AKZ a copy of the contract on the joint performance of the transport, which is subject to the provisions of a special regulation on partnership, as well as the Statement on Payment and Debiting.

Notwithstanding the foregoing, after receiving the permit referred to in the previous paragraph, AKZ shall send a contract for the service ticket sale to the carrier.

A carrier shall acquire the right to use the bus station services in special scheduled and
occasional (free) transport when its bus arrives to the AKZ area, and thereafter it shall be considered that AKZ and carrier entered into the contract for the provision of the bus station services. Notwithstanding the foregoing, AKZ shall have the right to refuse to provide the bus station services for the mentioned modes of transport in case of lack of spatial capacities.
The right to use the bus station services referred to in paragraph 1 of this Article shall cease in any case when the Permit referred to in paragraph 1 of this Article expires, and it is considered that the contract for the provision of the bus station services has been simultaneously terminated.
If the carrier, even after a written warning by AKZ, does not pay the accrued compensation for AKZ’s services within 8 days, these shall be collected on the spot immediately before the use of a certain service, after which AKZ shall issue an invoice to the carrier. In case of not being able to pay for the service, AKZ shall be authorized to refuse provision of bus station services and physically prevent the carrier’s bus from entering the AKZ premises.
If the contract is terminated due to the reasons referred to in the two preceding paragraphs, AKZ shall be authorized to refuse to provide its services and physically prevent the carrier’s bus from entering the AKZ premises.
If a carrier terminates performing transport on a certain route for reasons that could not be foreseen and were not caused by the fault of AKZ (e.g. bankruptcy with the termination of transport, liquidation and the like), it shall be deemed that by accepting these General Terms the carrier agrees for AKZ to withhold a certain amount of money from the statement of ticket sale that shall be intended solely for AKZ to compensate for the damage arising from the return of pre-sold round-trip tickets for the line that does not run for the above reasons.

Article 10
AKZ shall:

  • provide the services in an equal way to all carriers that meet these General Conditions of bus station services,
  • for each departure under the timetable pursuant to the permit submitted, book for the carrier an arrival/departure platform according to arrival/departure times under the timetable 15 minutes before departure for domestic regular transport and 30 minutes for international transport and occasional, i.e. free transport,
  • ensure and perform reception and dispatch of buses,
  • announce arrivals and departures of buses,
  • organize circulation of buses in the traffic areas of AKZ in a safe manner,
  • verify arrivals/departures of buses to/from AKZ at the request of the carrier’s driving staff,
  • enable the carrier to use the parking lot in accordance with available capacities,
  • give information on arrivals/departures of buses of individual carriers,
  • in case of a written contract on ticket sale, organize ticket sale in accordance with the instructions, capacities and at prices determined by the carrier,
  • sell tickets of a carrier whose departure is registered as earlier, unless a passenger demands otherwise.
Article 11
The carrier shall:
  • set the bus at the platform 15 minutes before departure for domestic regular transport and up to 30 minutes in international regular transport and the occasional (free) transport, turn off the vehicle’s engine immediately upon arrival and remove the bus from the platform immediately upon disembarking of passengers,
  • use AKZ services in a way that does not interfere with other customers or holders of business premises at AKZ, in an environmentally sound and safe manner for other customers as well, and in particular remove the bus from the platform at the time which is defined as the time of reception and dispatch of buses under these General Terms,
  • timely notify AKZ via fax, official letter or e-mail about all facts relevant for the provision of its services,
  • pay the compensation for AKZ’s service in the manner and within deadlines defined by these General Terms,
  • not receive a passenger for transport who does not have a ticket, and who boards the bus at AKZ, such passenger shall be instructed to buy a ticket at the point of sale – AKZ’s ticket sale offices,
  • in case of temporary interruption or permanent suspension of transport, immediately report it to AKZ via fax, official letter or e-mail,
  • drive in tidy and technically correct buses, which shall have a board with the route names or a label of the type of transport for special scheduled and occasional transport,
  • ensure that the driving staff is at the bus while docking,
  • carry out arrivals and departures in accordance with the timetable and, in case of delay, notify AKZ on time,
  • ensure that the bus staff observes the cleanliness and tidiness of AKZ, otherwise it shall pay compensation for pollution,
  • ensure that the bus staff does not persuade passengers to use certain routes or take actions that could cause or create unfair competition among carriers,
  • direct the bus staff to behave in accordance with social standards.
Article 12
In regular public transport and when a contract of ticket sale has been concluded, AKZ shall charge each passenger for bus station services and booking (marking) the place in accordance with the Price List, with each ticket, as well as a boarding pass to those passengers who buy it on the platform directly from an employee equipped with a mobile cash register.
In regular public transport and for tickets for departures using AKZ sales at some other point of sale, AKZ shall charge for the bus station service pursuant to the Price List to each passenger.
AKZ’s traffic personnel shall have the right to perform daily ticket control of passengers in the carrier’s bus which must be allowed by the bus crew and finally sign the control report. If the carrier’s bus crew does not allow control in the bus or refuses to sign the control report that contains the correct information, AKZ’s transport personnel shall make an official note, and AKZ shall consider that the control report has been duly signed by the carrier and that it agrees with its contents.
If AKZ’s personnel from the previous paragraph establishes that there are passengers without tickets in the bus, it shall have the right and duty to direct such passengers to buy a ticket at AKZ’s ticket office.
It shall be considered that a passenger has a ticket if it was purchased at AKZ’s ticket office, if he/she bought it at some other organized point of sale, with paid bus station services, if he/she has any other appropriate document instead of a purchased ticket provided that he/she paid for the bus station services, and if the ticket was bought at the platform directly from an employee who has a mobile cash register, and the boarding pass was paid as well.
If the passenger has bought a ticket at some other organized point of sale without bus station services, the traffic personnel shall have the right and duty to instruct the passenger to pay for the bus station service at AKZ’s ticket office.
By accepting these General Terms it shall be deemed that the carrier agrees for AKZ to withhold a certain amount of money from the statement of sold tickets for the purpose of collection of payment for bus station services and boarding pass which was not paid by their passengers and which AKZ was not able to collect otherwise.

Article 13
Apart from the commission fee for sold tickets, a carrier can pay for AKZ’s services on the spot immediately before using a bus station service, after which AKZ shall issue an invoice to it.
A carrier can pay for the bus station services on a monthly basis after receipt of the statement if the total monthly amount for ticket sold covers the costs arising from AKZ’s bus station services provided.
A carrier that did not entrust AKZ with the sale of its tickets, as well as the carrier that has entrusted AKZ with the sale of tickets, but its total monthly statement of ticket sales does not cover the monthly costs for AKZ’s bus station services, can pay AKZ’s bus station services in advance.
AKZ shall decide on payment of bus station services under the above-mentioned parameters.
AKZ shall make the statement of the provided bus station services per each carrier by the tenth day of current month for the preceding month, which will be submitted to the carrier together with the invoice for the bus station services which the carrier agrees to pay upon the receipt of the invoice within the time specified in the statement.
AKZ shall offer a contract for ticket sale to each carrier under the terms set forth in the Price List.
 
If a contract of ticket sale exists, AKZ shall make a statement of sold tickets by the tenth day of current month for the previous month. The carrier shall issue an invoice to AKZ for the sold tickets which AKZ agrees to pay upon receipt within the time specified in the invoice.
When paying the invoice for tickets sold, AKZ shall have the right to reduce the amount to be paid under the statement to the carrier for the amount of accrued bus station services.

Article 14
AKZ’s traffic personnel is authorized to inform the representatives, the owner (in case of a craft business) or the carrier’s management that are superior to the bus crew if it suspects that any member of the bus crew is not capable of doing his/her job due to consumption of alcohol, drugs, disease and the like and that a continuation of work by such crew could jeopardize the passenger’s journey.
If the traffic personnel specified in paragraph 1 of this Article is not able to reach a representative, the owner (in case of a craft business) or the carrier’s management that are superior to the bus crew, it shall be authorized to contact a representative of the police or medical emergency service.
In cases referred to in paragraph 1 of this article, AKZ’s traffic personnel shall have the right to entrust the transport of passengers to another bus crew of the same carrier, and if it is not available, to another carrier at the expense of the aforesaid carrier, provided there is a certificate of consent of the representative or the owner (in case of a craft business) or the carrier’s management, or the certificate of the police or medical emergency service that for the above reasons the crew is unable to do the job and that the continuation of work by such crew could jeopardize the passenger’s journey.
The dispatcher on duty may also remove the bus crew from the AKZ premises in other cases when they violate the provisions hereof, which could result in aggravated or poorly performed work or provision of services.

Article 15
The carrier shall be liable to customers for any non-compliance with the timetable, seat allotment in the bus, driving conditions and similar issues beyond AKZ’s control.
For any indemnification that AKZ would pay to a customer pursuant to the regulations on consumer rights protection and arising from the carrier’s responsibility, AKZ shall refund it in a way that the amount payable to the carrier under the invoice will be reduced by the amount of indemnification.
For any damage to AKZ property, environmental pollution and similar actions which have been undoubtedly found to cause harm to AKZ either by actions or omissions of the carrier, AKZ shall refund it in a way that the amount payable to the carrier under the invoice will be reduced by the amount of caused damage.

Article 16
The service statement shall be made under the Price List as follows:
  • docking in regular public transport: number of departures, arrivals or transits made by a carrier at AKZ is multiplied by the price of bus receptions and dispatches,
  • docking in occasional (free) transport: each entry to the zone of AKZ shall be considered as one departure,
  • docking cannot last longer than the time specified in Article 10 hereof, and if a bus stays longer in an AKZ area it shall be considered as parking,
  • a carrier shall pay the compensation for ticket sale according to the Price List
  • if a carrier sells tickets at any other point of sales, it shall instruct a customer to pay for a bus station service at AKZ’s point of sale,
  • a carrier shall pay a parking fee according to the Price List.
Services to passengers and third parties
Article 17
It shall be deemed that passengers and third parties have concluded the contract on the provision of bus station services with AKZ and fully agreed to the provisions of these General Terms at the moment they enter the AKZ area or ask for any of its services.

Article 18
AKZ undertakes to provide its services under equal terms to all passengers and third parties satisfying these General Terms.
During their stay at AKZ premises, passengers and third parties shall take care of their safety and their behavior so as not to disturb other passengers and third parties.
By accepting these General Terms and Conditions, passengers and other customers agree to the prohibition of walking on platforms and other traffic areas of AKZ, as well as to the use of elevators and escalators at their own risk.
AKZ shall not be responsible for any indemnification of passengers or other customers for damages that might occur due to the violation of the prohibition referred to in the preceding paragraph, or for compensation for damage resulting from a decision to use elevators or escalators in good working order.
AKZ shall have the right to refuse provision of service to passengers and third parties who:
 
  • disturb the public peace and order or the performance of AKZ’s operations,
  • refuse to pay compensation for AKZ’s services,
  • are visibly intoxicated or behave contrary to generally accepted standards,
  • pollute the premises or surroundings of AKZ,
  • based on reasonable suspicion, violate the current legislation of the Republic of Croatia,
  • do not satisfy any of the conditions set forth in these General Terms.
 
Article 19
Passengers and third parties shall pay the fee for AKZ’s services as follows:
  • for services in Article 3, section II, items 1, 2 and 3 when buying a ticket, and in case the same person is not buying a ticket, AKZ shall have the right to charge for the mentioned bus station services via a boarding pass,
  • for services in Article 3, section II, items 4 and 6 of these General Terms before using them,
  • for services in Article 3, section II, items 5, 7 and 8 of these General Terms after using them.
 
Article 20
For individual services:
  • certificates for the ticket price will be issued to a person requesting it and paying the compensation for the service in advance,
  • for use of sanitary facilities, the preceding provision applies,
  • the same applies to the use of the PA system.
 
Storage of luggage
Article 21
Items (luggage) shall be stored at the request of a natural person in accordance with the Rules of Luggage Storage, subject to fee payment as of 16 October 2007, and the Price List.
Other relations with passengers and third parties
Article 22
If a passenger does not possess a ticket, he/she shall buy it at an AKZ selling point.
If a passenger, who did not previously buy a ticket, boards the bus, he/she shall, at the request of AKZ’s traffic personnel or bus crew, leave the bus and buy the ticket at AKZ’s ticket office.
In addition to the amount which the passenger is required to pay for a ticket, he/she shall pay a fixed amount for bus station services defined by the Price List and a booking fee, which are included in the final ticket price, as well as a boarding pass if he/she buys a ticket from an employee carrying a mobile cash register.


Article 23
AKZ shall, at the request of the customer who cancels his/her trip, refund the amount paid for the ticket, reduced by 10% of the ticket price for handling costs, with no possibility of refund for the bus station service, seat booking and boarding pass:


if the passenger contacts the AKZ claims office no later than 1 hour prior to departure for domestic regular public transport,
if the passenger contacts the AKZ claims office no later than 2 hours prior to departure in international regular transport.
Outside of the time limits referred to in the preceding paragraphs, the claims office clerk will instruct the passenger to resolve the request directly with the carrier

The provision of paragraph 1 of this Article also applies if:
the carrier cancels departure for a given route, in which case the amount refunded to the passenger is not reduced by 10%, as well as the amount paid for the bus station service, seat booking and boarding pass
if the carrier for a given route has reported a delay of 30 or more minutes from the scheduled departure time. The provision of this Article applies only to tickets sold at AKZ’s selling locations/ticket offices.
 
The passenger may replace the ticket for another departure of the same carrier by contacting the claims office at AKZ no later than 1 hour prior to departure in domestic regular public transport and no later than 2 hours prior to departure in international regular transport, in which case the passenger is not entitled to refund for bus station service, seat booking and boarding pass.

Article 24
A passenger shall not be entitled to refund of money paid for a ticket if he/she:
  • has lost the ticket,
  • returns the ticket within the period shorter than referred to in Article 23 hereof,
  • returns the ticket after the trip has begun,
  • departed by a bus of the carrier other than the one specified in the ticket due to his/her negligence.

Article 25
On the effective date of these General Terms, the Rules on the Rights and Obligations of Autobusni kolodvor d.o.o. and the Customers of Autobusni kolodvor d.o.o. dated 17 June 2005 shall cease to be valid.


Any dispute shall be settled by the court having subject matter jurisdiction in Zagreb.


In Zagreb, 5 July 2013