SVD Trans s.r.o.

Address: Křižíkova 345/4, 186 00 Prague 8 – Karlín, Czech Republic

Company ID: 26194287

VAT ID: CZ26194287

Registered in section C 78643, maintained by the Municipal Court in Prague

Contact email: [email protected]

Contact phone: +420 773 704 342

General Terms and Conditions for Providing Reservation, Issuance, and Sale of Bus Tickets for Passenger and Luggage Transport.

These terms and conditions represent the official and public offer of SVD Trans s.r.o. (hereinafter referred to as the "Seller") for concluding a sales contract for the goods (ticket) presented on the website svdtrans.com and in the official SVD Trans ticket office. These terms are public, and their provisions apply equally to all buyers, regardless of their status (natural person, legal entity, entrepreneur), with no preference.

By agreeing to these General Terms and Conditions, the Buyer fully accepts the conditions and procedure for ordering, payment for the ticket, its return, responsibility for dishonest orders, and all other contractual provisions. The contract is concluded at the moment the Buyer clicks on the "Buy" button on the order page and receives an order confirmation from the Seller in electronic form at the email address provided by the Buyer, or by paying for the ticket at the official SVD Trans ticket office.

1. Definitions of Terms

1.1. Public Offer (hereinafter referred to as the "Offer") – a public proposal by the Seller addressed to an indefinite group of people to conclude a sales contract for goods (hereinafter referred to as the "Contract") under the conditions set out in these General Terms and Conditions.

1.2. Goods or Service – the bus ticket selected and purchased by the Buyer on the Seller's website or at the official SVD Trans ticket office. Payment for the ticket can be made in Czech crowns, Ukrainian hryvnias, or euros.

1.3. Seller’s Website – the website www.svdtrans.com intended for concluding contracts for retail and wholesale sales based on the Buyer’s review of the goods offer through the internet.

1.4. Buyer (Passenger) – a natural person who obtains information from the Seller, places an order for the purchase of goods listed on the website for purposes unrelated to business, or a legal entity or entrepreneur.

1.5. Seller (Carrier) – the limited liability company SVD Trans s.r.o. (Company ID: 261 94 287, VAT ID: CZ26194287), with its registered office at Křižíkova 345/4, 186 00 Prague 8 - Karlín, Czech Republic, its permanent representations in Ukraine – REPRESENTATION SVD TRANS s.r.o., (EDRPOU code: 2657949), legal address: Lviv region, 82 100 Drohobych, Zluky Square 7, and the company TOV "Elbus" – an equal Ukrainian partner in international bus transportation, and legal entities with which cooperation agreements have been concluded.

1.6. Tickets can be purchased:

- No earlier than 365 days before the scheduled departure of the bus,

- No later than 1 minute before the scheduled departure.

2. Subject of the Contract

2.1. The conclusion of these terms and conditions establishes a binding legal relationship between the Carrier and the Passenger based on the transport rules, tariffs, and contractual transport conditions; in particular, this includes the obligation of the Carrier to transport the Passenger from the departure station to the destination station in a proper manner and the obligation of the Passenger to comply with the transport rules, contractual conditions, and pay the transport fare (hereinafter referred to as "Tariffs").

2.2. The day of conclusion of the contract (acceptance of the offer) and the moment of the full and unconditional acceptance of the terms by the Buyer is understood as the day the Buyer fills out the order form on the website, provided that the Buyer has received the order confirmation from the Seller in electronic form (electronic ticket), or the day of purchasing the ticket at the official SVD Trans ticket office.

3. Creating an Order

3.1. The Buyer places the order independently on the Website, or through the email or phone number listed in the contact section of the Website, or by purchasing the ticket at the official SVD Trans ticket office, as well as at the ticket offices and websites of official SVD Trans partners.

The transport contract is concluded at the moment the passenger pays for the ticket and receives confirmation of its purchase. The confirmation may be in electronic form (email, SMS, via the app) or in printed form.

The processing of the ticket order takes place immediately after it is entered.

3.2. The Seller reserves the right to refuse to provide the order to the Buyer if the information provided by the Buyer when placing the order is incomplete or raises doubts about its truthfulness.

The ticket is invalid if:

a) the passenger has not fulfilled the conditions for its use as specified in the Offer, tariffs, or contractual transport conditions;

b) mandatory information is not filled in;

c) the information is untrue or has been arbitrarily altered;

d) it was issued in the name of one person but used by another;

e) its validity has expired.

3.3. When placing the order, the Buyer identifies themselves with a valid travel document and agrees to provide the following mandatory information required for processing the order:

a) surname and first name of the passenger;

b) email address of the passenger;

c) contact phone number.

3.4. The individual travel ticket contains:

a) the business name of the carrier who concludes the transport contract;

b) the surname and first name of the passenger;

c) the departure and destination stations, departure and arrival times;

d) the tariff amount, type of transport, and/or discount amount;

e) information about the validity period of the ticket;

f) other information enabling verification of the legitimacy and correctness of its use according to the contractual transport conditions.

3.5. The name, quantity, code, and price of the selected ticket are listed by the Seller on the Website.

a) For SVD Trans routes, a one-way or round-trip ticket with a fixed date or an open date can be purchased;

b) The open date ticket is valid on the Seller's routes for 6 months from the date of purchase. In the case of a round-trip reservation, the seat for the Buyer will be assigned according to the current bus occupancy. It is recommended that passengers make a reservation at least 7 calendar days before the planned date, either in person at the official SVD Trans ticket office or by phone:

in the Czech Republic: +420775300611   +420775300578

in Ukraine: +380673637398   +380987769934

3.6. If either party requires additional information, they have the right to request it from the other party.

Contact details of the Seller:

Email: [email protected]

Phone: +420 773 704 342

If the Buyer does not provide the requested information, the Seller is not responsible for the quality of the service provided when purchasing goods.

3.7. When placing an order through the Seller's operator (Section 3.1 of these Terms), the Buyer is required to provide the information listed in Sections 3.3 – 3.4 of these Terms.

3.8. Acceptance of these Terms by the Buyer is done by filling in the relevant details in the registration form on the Website or when ordering by email, phone, or at the official SVD Trans ticket office. After placing the order through these channels, the Buyer's details will be stored in the Seller's database.

3.9. The Buyer is responsible for the truthfulness of the provided information when placing the order.

a) An individual travel ticket may only be used by the person whose name it was issued in, and it is invalid if the passenger does not also present a valid identification document.

3.10. By concluding the Contract, i.e., by accepting the terms of this offer (the offered terms for purchasing Goods) by placing the order, the Buyer confirms the following:

a) The Buyer is fully acquainted with and agrees to the terms of this offer;

b) The Buyer gives consent to the collection, processing, and transfer of their personal data. This consent is valid for the entire duration of the Contract and also after its termination for an indefinite period. Furthermore, by concluding the Contract, the Buyer confirms that they have been informed (without further notice) of their rights under Regulation (EU) 2016/679 of the European Parliament and the Council on the protection of personal data, the purpose of data collection, and that their personal data will be transferred to the Seller for the purpose of fulfilling this Contract, conducting mutual settlements, and receiving invoices, confirmations, and other documents. The Buyer also agrees that the Seller has the right to disclose and transfer their personal data to third parties without further notice for the purpose of fulfilling the Buyer's order. The scope of the Buyer's rights as a data subject under the Regulation is known and understood by them.

4. Price of Goods

4.1. The prices of tickets and services are set by the Seller individually and listed on the Website. The current tariff is published on the carrier's website svdtrans.com.

4.2. The prices of tickets and services may change unilaterally by the Seller depending on market conditions. The price of a ticket or service that has already been fully paid by the Buyer cannot be changed unilaterally by the Seller.

4.3. The Passenger is required to pay the ticket price before boarding the vehicle.

4.4. The Buyer's obligation to pay the price of the Goods is considered fulfilled:

a) when purchasing a ticket on the Website, at the moment the amount is credited to the Seller's account;

b) when purchasing a ticket at the official SVD Trans ticket office, at the moment the payment is made by the Buyer.

4.5. When receiving the ticket, the Buyer is required to check that the Goods match the qualitative and quantitative characteristics listed in Section 3.4 of these Terms.

4.6. The Passenger pays the fare according to the tariff for individual travel. In the Czech Republic, the price is determined and paid in Czech koruna. In Ukraine, the price is determined and paid in Ukrainian hryvnias. In other countries, the price is set in international currency (euros, US dollars).

5. Discounts

5.1. The Seller provides the following discounts:

a) for children aged 0 to 12 years inclusive, traveling with a parent or other accompanying adult: a 50% discount from the base fare;

b) for persons over 60 years old: a 10% discount from the base fare;

c) a 20% discount on a return ticket, provided that the Buyer purchases tickets for both the outward and return journeys at the same time, or purchases the return ticket during the journey. This discount applies only to routes operated by SVD Trans buses.

5.2. The above discounts cannot be combined – the Buyer may use only one of the listed discounts.

5.3. A Passenger claiming a discount is required to provide proof of entitlement to the discount when purchasing the ticket and before boarding the bus. If the passenger does not present proof of entitlement to the discount when boarding the bus, they must pay the price difference and a processing fee of CZK 100 or the equivalent in the respective currency.

5.4. Deviations from these rules may occur in the context of limited-time promotional offers. More detailed information can be found in the separate conditions of individual promotions published on the Website.

6. Rights and Obligations of the Contracting Parties

6.1. The Seller undertakes to:

a) deliver the Goods to the Buyer in accordance with the terms of this Contract and the Buyer's order;

b) not disclose any private information about the Buyer and not provide access to this information to third parties, except in cases stipulated by law or for the fulfillment of the Buyer's order;

c) ensure that each passenger is insured during the transport.

6.2. The Seller has the right to:

a) unilaterally change the terms of this Contract, as well as the prices of tickets and services, with the current version being published on the Website. All changes take effect at the moment of their publication;

b) cancel or change the timetable and inform the passengers about it through telephone or electronic contact if a phone contact or electronic communication details were provided. In such cases, passengers are entitled to a full refund of the ticket price;

c) change the route without altering the departure and destination stations;

d) change the vehicle or crew members for technical or organizational reasons;

e) change the boarding locations for passengers;

f) refuse service to a specific passenger without giving a reason;

g) make video and audio recordings in the official SVD Trans ticket offices, when processing orders by phone, and during transportation, for the purpose of quality control of the services provided.

6.3. The Buyer (Passenger):

a) undertakes to familiarize themselves with the content, terms, and prices listed on the Website or at the SVD Trans ticket office before concluding the Contract;

b) is obliged to provide all necessary information that clearly identifies them as the Buyer, so that the Seller can fulfill its obligations toward them;

c) loses the right to transport if they are on the bus under the influence of alcohol, drugs, or other psychotropic substances. In this case, the Carrier is immediately released from all contractual obligations to the Passenger and is not required to refund the ticket price or provide any compensation;

d) is not entitled to a refund in the case of voluntarily ending the journey.

7. Liability

7.1. The Passenger must take into account the possibility of delays when planning their further journey. The Carrier is not responsible for damages caused by the activities of customs and border authorities, weather conditions, traffic jams, and other circumstances that caused delays and disrupted the bus timetable.

7.2. The Seller is not responsible for improper or delayed fulfillment of the order and its obligations if the Buyer provided false or incorrect information.

7.3. The Carrier and the Passenger are responsible for fulfilling their obligations in accordance with the applicable legislation of Ukraine and the provisions of this Contract.

7.4. Neither the Seller nor the Buyer is responsible for the full or partial failure to fulfill their obligations if it is caused by force majeure, such as war or military actions, earthquakes, floods, fires, and other natural disasters that occurred independently of the will of the Seller and/or the Buyer after the conclusion of this Contract. The party unable to fulfill its obligations must immediately inform the other Party.

7.5. The Passenger is personally responsible for complying with passport and customs regulations of the countries they travel to or through. All costs resulting from non-compliance with these rules are borne by the Passenger. If the Passenger is not allowed to proceed further by customs or police authorities, they are not entitled to a refund of the ticket, either partial or full, nor any other compensation.

7.6. The Passenger is financially responsible for any damage to the Carrier's property.

7.7. Ownership of a ticket does not guarantee the Passenger the right to travel on an international bus route if their documents (including visa, type of passport, or other necessary documents for entry or transit) do not meet the requirements of customs and border services. In this case, the ticket price is non-refundable.

7.8. Additional services, such as the provision of hot and cold drinks, printed materials, movie screenings, or Wi-Fi access, are provided according to the operational capabilities of the respective vehicle, and their non-provision does not give rise to any claim for compensation.

8. Ticket Refunds and Changes

8.1. The Buyer has the right to withdraw from the journey, return the ticket, and receive a full or partial refund of the ticket price depending on the time the request for a refund is sent to the email address [email protected]:

a) Cancellation within 15 minutes of purchase – 100% refund without deductions;

b) Cancellation more than 48 hours before departure – 85% refund of the ticket price;

c) Cancellation less than 48 hours but more than 24 hours before departure – 70% refund of the ticket price;

d) Cancellation less than 24 hours but more than 12 hours before departure – 50% refund of the ticket price;

e) Cancellation less than 12 hours before departure – 0% refund, meaning the ticket is non-refundable.

The refund request sent by email to [email protected] must include all necessary information for the ticket refund.

8.2. The refund for a valid ticket to the Buyer will be processed within 30 calendar days from receiving the request, provided the conditions in point 8.1 of this Contract are met.

8.3. The amount will be refunded by bank transfer to the Buyer's account.

8.4. Ticket refunds, where required by law or this Contract, will be processed via email provided on the website under the "Contact" section.

8.5. The Passenger may, under certain conditions, request to change the travel date. The Carrier may make this change up to twice. The first change is free of charge, and the second change incurs a fee of 200 CZK or the equivalent in the relevant currency. The change is only possible within available connections in the system.

8.6. The date or time can be changed no later than 48 hours before departure. A ticket that has been changed within less than 48 hours before departure cannot be further changed or cancelled. Changes to the date or time of travel are not possible less than 12 hours before departure.

8.7. A ticket with an open date can be changed to a specific date after reservation under the same conditions as a ticket with a fixed date.

8.8. Changing the boarding or disembarking station along the route is free of charge, and only any price difference will be charged. Overpayments will not be refunded.

8.9. Tickets purchased as part of a special promotional offer cannot be changed if the discount condition specifies this.

8.10. The Passenger is entitled to compensation if the service does not operate due to reasons on the Carrier's side.

8.11. In case of problems with the ticket (e.g., incorrect details, unsuccessful payment, or undelivered ticket), immediately contact:

Email: [email protected]

Phone: +420 773 704 342

The complaint will be reviewed within 30 days of receipt. In the case of a positive resolution, you are entitled to:

- Correction of the ticket,

- Issuance of a new ticket,

- Or a refund.

9. Confidentiality and Protection of Personal Data

9.1. By providing their personal data on the Website during registration or placing an order, the Buyer voluntarily gives consent to the Seller to process, use (including sharing) their personal data, and take other actions in accordance with Regulation (EU) 2016/679 of the European Parliament and the Council on the protection of personal data, with no time limit on the validity of such consent.

9.2. The Seller undertakes not to disclose the information obtained from the Buyer. This does not constitute a violation if the Seller provides the information to contractual partners and third parties acting on behalf of the Seller, including for the purpose of fulfilling obligations toward the Buyer, or if such disclosure is required by applicable laws.

9.3. The Buyer is responsible for keeping their personal information up to date. The Seller is not responsible for improper fulfillment or non-fulfillment of obligations due to outdated or incorrect information about the Buyer.

10. Other Conditions

10.1. Transportation of Passengers a) Passengers are advised to arrive at the boarding location at major stops at least 30 minutes before the bus departure. If the passenger does not arrive at the boarding location, they lose the right to transportation;

b) Each passenger is entitled to only 1 seat. If a passenger purchases two or more seats, they are entitled to the corresponding number of purchased seats. The passenger is required to remain fastened throughout the journey if the seat is equipped with a seatbelt;

c) Children under 18 years of age are not allowed to travel without the company of a parent or another adult. Children under 12 years of age may not sit in the first two rows, i.e., in seats 1–8. When purchasing a ticket, the passenger is required to inform that the seat is for a child up to 12 years of age;

d) In the case of a technical break during the journey, the passenger is required to return to the vehicle before the end of the break, as set by the driver or steward. If the passenger does not return after the break, it is considered voluntary termination of the journey. In such a case, the passenger is not entitled to any refund or compensation.

10.2. Transporting Animals

Transport of animals on SVD Trans routes is not allowed.

10.3. Baggage Transport

a) One carry-on bag with maximum dimensions of 20x30x40 cm and a weight of 5 kg, and one main bag with maximum dimensions of 40x60x80 cm and a weight of 25 kg per passenger, is transported free of charge;

b) Additional baggage is charged according to the tariff, from 200 CZK or the equivalent in the relevant currency for each additional unit of luggage. Transport of additional baggage must be arranged in advance with the company representatives;

c) The carrier reserves the right not to accept additional baggage if not notified in advance or if there is no room in the luggage compartment;

d) The baggage or its contents must not contain items that could damage the vehicle or endanger the life and health of other passengers;

e) If the transport of baggage is subject to customs duties or other fees, the passenger is required to pay this amount before the baggage is loaded onto the bus.

10.4. Complaints, Lost and Damaged Luggage

a) Any complaint must be submitted no later than 30 days from the end of the journey and must be accompanied by the ticket. Complaints can be submitted at the point of ticket purchase, by mail, or via email to the carrier. The complaint will be processed within 30 days of receipt;

b) Complaints regarding lost, stolen, or damaged luggage must be filed immediately after receiving the luggage at the destination stop with the carrier's staff. If the passenger does not notify the carrier's staff otherwise upon boarding, the declared value of the luggage will be considered 200 CZK or the equivalent in the relevant currency;

c) If the registered luggage is lost, or if its damage or incompleteness is evident, the carrier will ask the passenger to inspect the luggage and make a report. This report, along with the ticket and luggage tag, is a necessary part of the written complaint;

d) If the passenger accepts the luggage without objection, it is considered that the luggage was received in full and in good condition.

11. Final Provisions

11.1. All disputes between the Buyer and the Seller will be resolved through oral and written negotiations. Email address: [email protected]. If the dispute cannot be resolved through negotiations, the Buyer and/or the Seller have the right to turn to the courts in accordance with applicable legal regulations.

11.2. The Seller has the right to unilaterally change this Contract document.

11.3. This Contract is valid from April 14, 2025.