General Terms and Conditions of the OBEO application
GENERAL TERMS AND CONDITIONS FOR THE USE OF THE OBEO APPLICATION FOR THE SALE OF TRAVEL TICKETS ON iOS AND ANDROID PLATFORMS
1. Scope of application
The General Terms and Conditions for the Use of the Application and the General Terms and Conditions of Transport apply to the purchase of travel tickets or reservations within the network of bus lines for which Zagrebački holding d.o.o., the Zagreb Bus Station branch (hereinafter: Zagreb Bus Station) sells tickets based on the contract on the sale of travel tickets or the contract on the provision of bus station services via the application for the sale of travel tickets.
The application is available free of charge in the Google Play Store for Android and the Apple App Store for iOS.
2. Contracting Parties
2.1. Contracting party for the sale of tickets and reservations
The Contracting Party for the sale of tickets via Android and iOS applications is Zagrebački holding d.o.o., the Zagreb Bus Station branch, Avenija Marina Držića 4, 10000 Zagreb, Croatia.
2.2. Contracting party for passenger transport
2.2.1. The Contracting Party for individual transport contracts is the bus operator specified in the ticket purchase process and he is indicated on the ticket, whether in printed or digital form or in the application. Bus operators are the holders of the permit for individual lines. The bus operator is obliged to provide transportation in accordance with the permit and the timetable. Zagreb Bus Station shall be liable to the passenger only if the permit and the timetable have not been correctly entered into the ticket sales program.
2.2.2. By purchasing a ticket, the passenger accepts the general conditions laid out in the General Terms of Use of the Application and the General Terms of Provision of Station Services of the Zagreb Bus Station. Please note that it is possible that the mentioned documents are available only in the Croatian language.
3. Right to transportation
3.1. The right to transportation is realized by purchasing a ticket or making a reservation on a valid ticket and concluding a transportation contract.
3.2. The purchase of a ticket entitles the passenger to travel between the place of departure and the destination indicated on the ticket at the time indicated on the tickets. Late boarding or early disembarking is not allowed, i.e., the ticket is invalid for other departures.
4. Application user registration
4.1. The user may purchase a ticket or reservation as a registered or non-registered use.
4.2. We recommend voluntary registration for easier and simpler purchase of tickets and better user experience during the purchase, which allows access to advanced features of the application (use of location services, loading tickets purchased at the Zagreb Bus Station ticket office, www.akz.hr, at self-service ticket offices, ability to save the card to facilitate further purchases, sharing tickets through the application or external services, etc.).
4.3. When registering, the User is obliged to enter correct and complete data, and he/she undertakes to ensure the security of his/her password and is responsible for all activities carried out through his/her user account. Zagreb Bus Station shall not be held liable for any cases arising from the unauthorized use of the registered user’s account.
4.4. To purchase a ticket, a non-registered user enters the data required for payment by debit or credit card.
5. Use of the application for commercial purposes
5.1. Zagreb Bus Station has the sole possibility to use the data published in the Application for promotional purposes in order to present benefits and services to the Users (e.g., special discounts, new services, new bus routes, etc.).
5.2. The use of automated systems to collect data from the application for commercial purposes (screen scraping) is prohibited. Zagreb Bus Station reserves the right to take action in case of violation of the Regulations.
6. Tickets and transport prices
6.1. As compensation for the transportation service, the prescribed transportation fare shall be paid. Zagreb Bus Station issues tickets for this purpose. A ticket or reservation, whether printed, in electronic form (PDF file) or included in the application, shall be considered a ticket. The ticket is issued per passenger and per trip. When purchasing a ticket or reservation with individual operators, the first and last name of the passenger must be provided.
6.2. The passenger must purchase a ticket or make a reservation before departure. The ticket can be purchased at the Zagreb Bus Station ticket offices, through online sales at www.akz.hr, at self-service ticket offices or through the application, if the app was used for the ticket purchase or if the ticket was loaded into the application through a barcode reader.
6.2.1. The ticket can be purchased through the application on smartphones and a reservation is possible only if the ticket is loaded into the application. Therefore, it is recommended to load the printed ticket into the application via a barcode reader. A ticket purchased via the app does not need to be loaded.
6.2.2. The confirmation of the purchased ticket or reservation is saved and it can be retrieved in the Zagreb Bus Station mobile application; it can also be sent to the passenger by e-mail if necessary.
6.2.3. Every passenger with a valid ticket is entitled to a seat.
6.3. Buying tickets in the application:
6.3.1. Displaying the product via the application on smartphones does not constitute a binding offer. It is a non-binding offer that encourages potential travellers to make a purchase. Clicking on “Buy” creates a binding order for the products in the shopping cart. The ticket is issued per passenger and per trip. Confirmation of receipt of the order is made immediately after submission by sending an automatic confirmation per e-mail. The transportation contract shall be deemed concluded only when the Zagreb Bus Station accepts the order by issuing a confirmation of receipt. This confirmation of receipt may be issued in the form of an automatic confirmation per e-mail or in the mobile application.
6.3.2. According to the current state of technology, error-free data transmission via the Internet or a constant availability of the data cannot be guaranteed. It is not possible to develop and manage computer programs (software) or data processing systems (hardware) in such a way that errors will not occur, nor to exclude all unforeseeable factors that may occur in connection with a medium such as the “Internet”. Therefore, Zagreb Bus Station cannot guarantee the continuous availability of its website and technical systems without interruptions. Furthermore, due to the technical characteristics of the Internet, the constant availability of the online reservation service cannot be guaranteed.
6.3.3. The Contracting Party for the sale of tickets shall not be liable for non-performance of the contractual obligations if the passenger fails to arrive at the destination at the scheduled time or fails to return the ticket within the time prescribed in these General Terms and Conditions due to lack of coverage of the travel route by the mobile network signal, switched off location services, empty device battery or other circumstances beyond its control.
6.3.4. It should be emphasized that the provisions on the right of withdrawal for contracts concluded at a distance do not apply to transport contracts concluded online or at a distance, or in the event that the operator, after concluding the contract, attempts to provide the service at a certain time or within a certain period.
6.4. Sales points at the Zagreb Bus Station
The points of sale and customer service of Zagreb Bus Station can make your reservation or refund your ticket in accordance with the general terms of use of the application.
6.5. Transportation prices
6.5.1. Zagreb Bus Station guarantees that the price of the ticket is correct from the moment the ticket is selected until the end of the transaction. In case of interruption of the transaction or re-purchase of a ticket or reservation, it is possible that the ticket is no longer available under the same conditions due to a change in price.
6.5.2. Special conditions for ticket purchase and reservation apply to discounted transportation fares. Certain seats are sold at discounted prices according to the decision of the operator and the seller has no control over this.
6.5.3. Tickets purchased in categories for children, students and the elderly or other privileged passenger categories determined by the bus operator are valid only upon presentation of the required identification card. If no valid ID can be presented to the driver, the reduced fare ticket will not be valid for boarding the bus and you will need a new ticket at the regular price.
7. Payment of the ticket and reservation
7.1. Depending on the method of purchasing the ticket or reservation, different payment methods can be used to pay for tickets:
Application: Debit card by direct debit (Maestro/Visa Electron, credit card (Mastercard/Visa). For all purchases and reservations, Zagreb Bus Station reserves the right to exclude certain payment methods and refer customers to other payment methods.
7.2. Special conditions in case of payment by debit and credit cards:
7.2.1 Debit card purchase; authorization for direct debit; chargeback processing fee
- For payments by direct debit, you will need a valid Maestro or Visa Electron debit card for easy identification. For purchases by direct debit, the specified amount is immediately charged from the current account by direct debit. A purchase by direct debit as a payment method requires successful processing by the debit card issuer.
- By providing information on his debit card and current account, the customer confirms that he is authorized to authorize payments by direct debit from this current account and that he will ensure the necessary coverage.
- For purchases made by credit card, customers’ accounts will be charged upon completion of the purchase of the ticket or reservation.
8. Checking the validity of the ticket or reservation
8.1.1. The passenger must show the ticket or reservation together with a valid photo ID when asked by the Zagreb Bus Station staff or the operator’s staff at the ticket control to check the validity of the ticket or reservation, exclusively for the purpose of checking the validity of the ticket or the discount received, depending on the category (students, retirees, etc.).
8.1.2. The ticket or reservation is valid only for departure at the time and for the operator specified on the ticket or reservation.
9. Increased transportation fares
9.1. Passengers must pay the full fare when traveling in a vehicle for which they have not previously purchased a ticket or reserved a seat. If it is determined that the passenger selected a discount to which he or she is not entitled when purchasing the ticket, he or she is obligated to pay the difference up to the full fare.
9.2. Passengers who are found during ticket inspection not to have a valid ticket or reservation are obliged to provide their correct personal data and present themselves at the request of the staff.
9.3. In this case, if the user is not willing to pay the difference in price, the operator reserves the right to deny the user access to the vehicle.
10. Return of an unused ticket or reservation
10.1. The refund of the amount paid for the cancelation can be made either by purchasing a new ticket (cancelation with a new ticket, i.e., change of the travel date) or by refunding the amount paid for the unused ticket in accordance with item 10.4.
10.2. Returning a ticket with the purchase of a new ticket or reservation (e.g., line, departure time or travel date) is possible only through the application, no later than 30 minutes before the departure of the bus. In case of a return ticket, it is possible to change the return date by purchasing a new reservation. In this case, the previous reservation will be deactivated without refund of the paid reservation fee. The reservation fee is based on the price list of Zagrebački holding d.o.o., Zagreb Bus Station branch.
10.3. The return process starts by selecting the ticket in the My Tickets folder in the application and clicking the Return button. The system will send an automatic message with a refund request. The refund will be made by Customer Service to the card with which the ticket was purchased, according to the provisions of these Terms and Conditions.
10.4. Zagreb Bus Station undertakes, at the request of the passenger cancelling the trip, to refund the money paid for the ticket, less 10% of the fare for processing costs, without refunding the money paid for the station service and reservation:
- If the passenger turns to the complaints desk at the Zagreb Bus Station no later than 30 minutes before the departure of the bus for the line in domestic public scheduled transport and international line transport.
- if the operator cancels the departure for a particular line. In this case, the amount refunded to the passenger is not reduced by 10%, and money paid for the station service and reservation will be refunded,
- if the operator reports a delay of 30 or more minutes from the scheduled departure for a particular line.
10.7. The passenger is not entitled to a refund of the money paid for the ticket if:
- the passenger returns the ticket within a period shorter than the period stated in point 10.2. of these General Conditions,
- the passenger returns the ticket after the journey has already begun,
- due to the passenger’s carelessness, she/he travelled on a bus of a different operator than the one listed in the ticket
11. Departure schedules
- Timetables are issued with a permit for public line passenger transport and the operator is obliged to provide transport services in accordance with the timetable. Zagreb Bus Station is responsible for the correct entry of the timetable into its computer program.
- The operator is obliged to perform public line passenger transport in accordance with the permit and timetable and, except in the event of force majeure, guarantee the passenger arrival at the destination at the time specified in the timetable.
12.1. Passengers are advised to be at the departure point 15 minutes before the start of the journey.
12.2. The right to transportation and the reserved trip may be distributed differently if the passengers are not present at the scheduled time at the departure point for the reserved line.
12.3. If the passengers are notified by SMS or e-mail of the delay in departure, the right to transport in the event of non-appearance expires with legal effect only from the postponed departure time indicated in the SMS or e-mail.
12.4. For certain operators, as specified in point. 6.1., the passenger’s name is linked to the reservations list displayed on the screen of the driver’s or station staff’s mobile phone, where the operator uses its ticket validation system (Flixbus, Arriva, etc.) based on the current booking status, to determine whether there is a right to transport. This process is ideally completed by scanning the ticket.
In special cases, at the request of the driver and staff, the passenger must identify him/herself by presenting the reservation in paper or electronic form (in PDF format), as well as a valid photo ID issued by the competent state authority (ID card, passport or similar), solely for the purpose of verifying the validity of the ticket or the discount received, depending on the given category (students, pensioners, etc.).
13. Direct lines, lines without connecting
13.1. As a rule, the schedules of the direct line are published. In some cases, a transfer connection is required.
13.2. When a transfer connection is provided, the operators listed on the ticket guarantee passengers uninterrupted continuation of transportation to their reserved destination, except in cases where unforeseen circumstances have made it impossible to maintain transportation in accordance with the permit and schedule. In this case, the operator listed on the ticket is obliged to provide alternative transportation, which may be its own bus or a bus of another operator, a taxi, car, or train.
14. Special obligations of passengers regarding international routes
14.1. Each passenger using transportation across an international border is responsible for compliance with all relevant legal requirements and regulations regarding passport, identity card and similar documents, visas, foreign currencies, customs, and health. Zagreb Bus Station shall not be liable for the consequences of non-compliance with such legal provisions and regulations, even if they are changed after the passenger has already purchased a ticket or reservation.
14.2. Any passenger requesting transportation across an international border is responsible for obtaining the necessary travel documents and complying with the laws of each country from, though, or to which they wish to travel. It is recommended to obtain information about the requirements for entry into and transit through the territory of the destination country or countries, preferably by contacting the appropriate embassies or consulates.
14.3. Prior to each departure, a passenger traveling to or from an international destination must present, at the request of the driver or attendant, a valid identification document issued by the appropriate authorities that contains, at a minimum, the passenger’s full first and last name and a photograph. The driver and attendant shall compare the information on the ticket and the passenger’s identification document and determine whether they match.
14.4. The operator reserves the right to refuse boarding:
- to a passenger who does not have an identification document with his full name and photo;
- to a passenger who presents an identification document with information that does not match the information on the ticket.
15. Transport of goods
15.1. Baggage
15.1.1. Baggage transportation is not included in the price of the ticket.
15.1.2 The baggage fee is determined by the conditions of the operator and depends on the availability of capacity.
16. Liability
16.1. The Contracting Parties defined by these General Terms and Conditions agree that the operator shall be responsible for failure to comply with the timetable, allocation of assigned seats on the bus, driving conditions and similar issues that Zagrebački holding d.o.o., Zagreb Bus Station Branch could not influence.
16.2. The Contracting Parties agree that for any kind of compensation that the Zagreb Bus Station would pay to the user in accordance with the regulations on the protection of consumer rights and which results from the responsibility of the operator, the Zagreb Bus Station shall have the right to be reimbursed from the operator in such a way that the amount that would be payable to the operator according to the calculation shall be reduced by the amount that shall pay be paid to the user as compensation for damages, with which the operator agrees and which shall be determined in a separate agreement between Zagreb Bus Station and the operator.
17. Jurisdiction for disputes
For disputes between the Contracting Parties, the local jurisdiction of the court in Zagreb and the application of Croatian law are determined.
18. Processing of personal data
Zagreb Bus Station can collect and use the user’s personal data in this application in order to maintain the functionality of the application and to enable the services that users are looking for and that can be provided to them, as well as for the purpose of the statement that the use of the application is voluntary and the user himself decides on the use. Through the application, depending on the purpose (user registration, purchase of tickets, provision of information about products or services, etc.), it is possible to collect personal data of the user, such as: First and last name, e-mail address, phone number, etc.
Zagreb Bus Station processes the collected data for the purpose of using the application and providing the requested services, i.e., purchasing a ticket, and to provide the user with possible information about products or services that the user can or could use, such as special discounts, new services, new bus lines, etc. Zagreb Bus Station may use the provided data to provide more efficient customer service and to facilitate the use of the application.
The legal basis for processing personal data is the provision of Article 6(1) point (b) of the General Data Protection Regulation – processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract if the contact. The legal basis for providing information about products or services that can or could be used by the user of the application is the provision of Article 6(1) point (f) of the Regulation – processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.
We remind the application users that they may object at any time if the processing is based on a legitimate interest. In this case, Zagreb Bus Station will stop processing personal data unless it demonstrates that there are compelling legitimate grounds for the processing which override the interests, rights, and freedoms of the application user.
For more information about the processing of personal data, please visit the website www.akz.hr, category About us/ Personal Data Protection.
19. Contact information
Comments, remarks and suggestions regarding these General Terms and Conditions can be submitted to the e-mail address: [email protected].
Inquiries related to assistance in purchasing tickets can be sent to the following e-mail address: [email protected], and to the phone number: +385 (0)1/6008-610.
20. Application and final provisions
These General Terms and Conditions are published on the notice board of the Zagreb Bus Station and on the website www.akz.hr.
These General Terms and Conditions enter into force on the eighth day from the date of publication.
CHAIRMAN OF THE MANAGEMENT BOARD:
Ivan Novaković
