GENERAL INFORMATION

Rules for passenger and luggage transportation on routes operated by SVD TRANS s.r.o.

1. Conclusion and performance of the passenger transportation contract

Conclusion of a transportation contract for passenger transportation (hereinafter - transportation contract) establishes mandatory legal relations between the carrier and the passenger based on transport regulations, tariffs, and declared contractual conditions of transportation, including the carrier's obligation to transport the passenger from the boarding point to the destination station properly and the passenger's obligation to comply with transport norms and contractual conditions of transportation and to pay the transportation price (hereinafter - tariffs) according to the tariff.

2. Travel document and its details

2.1 To conclude a transportation contract for the period of its performance, the passenger confirms themselves with a valid travel document (hereinafter - "ticket"), unless otherwise specified below.

2.2 The ticket for an individual journey includes:

a) the carrier's corporate name that concludes the transportation contract,

b) passenger's first and last name,

c) boarding point, destination station, departure, and arrival time,

d) the amount of the tariff, type of fare, or discount amount;

e) information about the validity period,

f) other information allowing to verify the validity and correctness of its usage as provided in the contractual conditions of transportation.

2.3 The ticket is invalid if:

a) the passenger did not fulfill the conditions for its use as outlined in the transport regulations, tariffs, or transportation contract conditions,

b) the provided data is not filled in,

c) the ticket is damaged in a way that it does not display necessary data for validity verification,

d) the data does not correspond to reality or is unreasonably altered,

e) it was issued to a different name and used by another person,

f) its validity period has expired,

g) it is not an original; a copy of the ticket is not considered a travel document.

2.4 The ticket for an individual journey can only be used based on the document it was issued for and is invalid if the passenger does not simultaneously confirm themselves with this document.

2.5 On SVD TRANS company routes, passengers have the option to purchase a one-way or round-trip ticket for a set date or an open date, i.e., "OPEN".

2.6 A ticket without a specified date "OPEN" is valid on SVD TRANS routes for 6 months from the date of the first journey unless otherwise stated. When reserving a return journey, a seat for the owner of such a ticket will be provided according to the available bus capacity. Passengers are recommended to reserve at least 10 days before the expected date in person at SVD TRANS offices, by phone in the Czech Republic +420775300611, +420775300207, +420775300568, or in Ukraine +380987769934, +380735957851.

3. Payment of fare, fees

3.1 Passengers pay the fare according to the tariff on the ticket for an individual journey. In the Czech Republic, the fare is set and paid in Czech crowns. In foreign countries, the fare is set in the corresponding foreign currency.

3.2 The passenger pays the fare before boarding the transport vehicle.

3.3 A passenger entitled to a discount must prove the right to the discount when purchasing the ticket, after which, before boarding the bus. If the right to the discount is not proven upon boarding the bus, the passenger must pay the price difference and a processing fee of 100 CZK or the equivalent in the corresponding currency.

3.4 The possession of a ticket by the passenger does not guarantee them the ability to travel on an international bus route if they do not have documents (visa, passport type, other documents necessary for entry or transit through other countries) that meet the requirements of customs and border services. In such cases, the ticket price is not refunded.

4. Discounts on tickets

**4. Ticket Discounts**

4.1 SVD TRANS company offers the following discounts to children traveling with parents or another accompanying adult:

- Children aged 0 to 12 receive a 50% discount off the adult fare.

- Individuals over 60 years old receive a 10% discount on the base fare.

- A 20% discount is available for return tickets (condition: simultaneous purchase of round-trip tickets or purchase of a return ticket during the journey). This discount is only applicable to connections operated by SVD TRANS buses.

4.2 The listed discounts are not cumulative, meaning a passenger can only avail of one of the mentioned discounts.

**5. Ticket Changes. Tariff Refund**

5.1 Under certain conditions, a passenger can request a change of travel date. The carrier can make this change only twice. The first change is free of charge, while the second incurs a fee of 200 CZK or equivalent in the respective currency. Changes are only possible within the terms/routes available in the sales system.

5.2 Changes to the date or time of the ticket can be made up to 48 hours before departure; changes less than 12 hours before departure are not allowed. A ticket changed within 48 hours of departure cannot be further modified or refunded. Such a ticket cannot be cancelled.

5.3 "OPEN" tickets, after booking for a specific date, can be changed under the same conditions as tickets for a set date.

5.4 Changing the departure or arrival station on the route is free; only any price difference is charged. Overpayment is not refunded.

5.5 It is not possible to change a ticket purchased under a special price offer if it is a condition of the discount.

**6. Refund for Travel**

**Due to military actions in Ukraine, the carrier does not refund the purchased ticket. The passenger can contact the dispatcher, who will provide a ticket with an open date for six months from the planned travel date.**

6.1 The ticket can be refunded personally before departure, at the office where it was purchased. The refund amount is determined by the return conditions specified in section 6.3 of these Transport Rules.

6.2 The cancellation fee is calculated as a percentage of the original ticket price:

a) If the ticket is returned within 15 minutes after purchase, it is refunded without deductions.

b) If the ticket is returned less than 504 hours but more than 48 hours before departure, the passenger receives 85% of the fare.

c) If the ticket is returned less than 48 hours but more than 24 hours before departure, the passenger receives 70% of the fare.

d) If the ticket is returned less than 24 hours but more than 12 hours before departure, the passenger receives 50% of the fare.

e) If the ticket is returned less than 12 hours before departure, the passenger receives 0% of the fare, meaning no refund is issued.

6.3 If a passenger loses their ticket or it is stolen, they must purchase a new one. If they later find the original ticket, 90% of the fare from the original ticket will be refunded upon presentation of both tickets. This right expires if not exercised within thirty days from the date of travel.

6.4 A passenger is entitled to a refund if the departure on the route does not occur due to carrier reasons.

6.5 The carrier is not responsible for the operation of customs and border services, weather conditions, road congestion, and other circumstances leading to traffic delays and resulting in the bus schedule being disrupted.

**7.Transportation of Passengers, Animals, and Luggage**

7.1 Passengers are advised to arrive at the departure point at main stops for boarding no later than 30 minutes before the bus departure. If a passenger fails to show up for boarding, they forfeit the right to travel.

7.2 Each passenger is entitled to only one seat. If a passenger has purchased two or more seats, they are entitled to the corresponding number of purchased seats. Passengers must be securely fastened throughout the journey if their seat is equipped with a seatbelt.

7.3 Children under 16 years old are not permitted to travel unaccompanied by parents or another adult. If such supervision is not possible, arrangements can be made with carrier representatives upon prior agreement, provided with a pre-arranged authorization. Children aged up to 16, traveling unaccompanied by adults, travel at the full adult fare. Children up to 12 years old are not allowed to occupy seats in the first and second rows, i.e., seats 1-8. When purchasing a ticket, the passenger must specify if the seat is for a passenger up to 12 years old.

7.5 In the event of a technical stop during the journey, the passenger must return to the bus by the end of the time specified by the driver or stewardess. If the passenger does not return to the vehicle after the stop, it means they have voluntarily abandoned further travel. In this case, the passenger is not entitled to a refund or any other compensation.

7.7 Transportation of animals by SVD TRANS routes is not provided.

7.8 One carry-on luggage with maximum dimensions of 20x30x40 cm and one main luggage with maximum dimensions of 40x60x80 per passenger are transported free of charge. Additional luggage is charged at a rate of 200 CZK / UAH per additional luggage unit. The availability of additional luggage must be coordinated in advance with company representatives. The carrier reserves the right to refuse additional luggage if it has not been notified or if there is no space available in the baggage compartment.

7.9 Baggage or its contents must not contain items that could damage the transport vehicle or pose a risk to the life and health of other passengers.

7.10 If luggage transportation is subject to payment of an import duty or CLA or other fee, the passenger must pay the corresponding amount before loading the luggage onto the bus.

**8. Carrier's Rights**

8.1 The carrier reserves the right to cancel or change the transportation schedule no later than 2 days before the day of commencement of transportation, informing passengers who provided the carrier with a telephone number or data necessary for electronic communication. In these cases, passengers are entitled to a full refund of the fare.

8.2 The carrier reserves the right to change the route without changing its initial and final points.

8.3 Additional services such as distribution of hot and cold drinks, newspapers and magazines, movies, and Wi-Fi internet connection are provided based on the operational capabilities of the transport, and the lack of these services does not entitle the passenger to any compensation.

8.4 The carrier reserves the right to replace the transport vehicle and crew members in case of technical or organizational needs, as well as the right to change seats for passengers.

8.4 The carrier reserves the right to change fare rates.

8.5 The carrier reserves the right to refuse services to specific passengers without specifying a reason.

8.6 For quality control purposes, the carrier reserves the right to video and audio record the transportation process.

**9. Passenger Obligations**

9.1 Each passenger is personally responsible for complying with the passport and customs rules of the countries they travel to or through. All expenses incurred due to non-compliance with these norms are the responsibility of the passenger. If a passenger is not allowed to continue their journey by customs or police authorities, they are not entitled to a refund of the fare, even partially, or any other compensation.

9.2 The passenger forfeits the right to transportation if they are under the influence of alcohol, narcotics, or other psychotropic substances while on the bus. In these cases, the carrier immediately releases itself from all contractual obligations to the passenger and is not obligated to pay them, even partially, the fare or any compensation.

9.3 Passengers should consider the possibility of delays when planning their onward journey. The carrier is not liable for losses incurred due to delays.

9.4 The passenger is financially liable for any damage to the carrier's property.

9.5 If a passenger voluntarily terminates their journey, they are not entitled to compensation.

**10. Complaints, Losses, and Damage to Luggage**

10.1 Any complaint must be submitted no later than 30 days from the end of the trip and must be accompanied by the ticket. Complaints can be filed at the place of ticket purchase, sent by mail or email to the carrier's address. The complaint will be resolved within 30 days of receipt.

10.2 Complaints about lost, stolen, or damaged luggage must be reported immediately after receiving the luggage at the destination stop to the carrier's employee. Unless otherwise stated, the declared value of the luggage is 200 CZK / UAH.

10.3 If the passenger accepts the luggage without reservation, it is considered that they have taken the luggage in good condition.

10.4 If registered luggage is lost, or if the passenger has obvious signs of damage or incompleteness of the luggage or circumstances indicating this when the luggage is handed over, the carrier immediately asks the passenger to establish the condition of the checked luggage and draw up a protocol. This record, together with the ticket and baggage receipt, is an essential part of the complaint, which must be drawn up in writing.

**11. Final Provisions**

11.1 All disputes between the carrier and the passenger are resolved through negotiations orally and in writing. If the desired result is not achieved, either party may seek recourse to the courts.

11.2 These Contractual Terms of Carriage are valid from 16.08.2015 and may be amended by the Carrier depending on market conditions and the socio-economic conditions of the Czech Republic.