General terms and conditions of carriage NIS-EKSPRES LLC
The General Terms and Conditions of Carriage represent the conditions under which NIS-EKSPRES LLC carries out the transport of passengers and luggage. These conditions are drawn up in accordance with the applicable laws in the Republic of Serbia which define the transport of passengers in road traffic. It shall be considered that a person traveling on a line operated by NIS-EKSPRES LLC (hereinafter referred to as the Carrier) has accepted to travel under these General Terms and Conditions of Carriage.
RIGHT TO TRANSPORT
The right to transport exists when a Contract of carriage has been concluded, that is, when a ticket has been purchased.
The ticket is valid for one passenger and one journey, except in the case of the purchase of a return ticket, which is valid for the transport of the passenger in both directions.
Children up to the age of six years are entitled to a 50% discount compared to the price of a standard ticket and must travel accompanied by an adult. The right to a seat is realized by the child through the purchase of a child ticket.
During the journey, the passenger must possess a valid ticket and must show it to the bus staff upon entering the bus and for control when requested. If during the journey the passenger does not have the ticket with them, or does not show it when requested, it shall be considered that they are traveling without a ticket and they will be charged the fare from the station where the journey started to the destination.
A lost or stolen ticket cannot be replaced. In such circumstances, the passenger is obliged to purchase a new valid ticket.
The passenger must begin the journey at the departure station indicated on the travel document, otherwise the ticket shall be considered invalid.
It is the responsibility of the passenger to arrive on time at the designated boarding point for the departure they are traveling on and for disembarkation at the defined destination. Upon entering the bus, the passenger is obliged to show a valid pre-purchased ticket or buy a ticket from the driver.
1. Instructions issued by drivers and accompanying staff must be followed.
2. Drivers and dispatchers are authorized to exclude persons from the journey if they are under the influence of alcohol or narcotic drugs. The same applies to passengers who endanger the safety of fellow passengers for other reasons or who significantly impair their well-being. The right to request alternative transport does not exist in these cases.
3. Smoking on the bus is not permitted. The ban also applies to e-cigarettes.
4. Passengers are responsible for any damage they cause in or on the bus.
5. The Carrier may terminate the Contract of carriage without notice in the event that the passenger behaves in such a way that, despite (verbal) warning, the disturbance is such that it is no longer reasonable for the carrier and/or the rest of the passengers to continue the journey. This also applies in the case where the passenger does not follow objectively justified instructions (e.g. safety instructions). In this case, the carrier is not obliged to refund the fare.
6. In the case of breaks/stops or police checks where passengers are required to leave the bus at the request of the driver or the police, the passenger is obliged to respect the length of breaks determined by the driver or act in accordance with the order of the competent authorities. The vehicle crew has the right to continue the ride if the passenger does not return to the bus when the retention time has expired and is not responsible for the absence of the passenger after the defined time has expired.
The passenger is obliged to behave reasonably and in accordance with the law, both in the bus and at any bus station, and to comply with the requirements of the staff.
Prohibited behavior
– Behavior that may endanger the passenger themselves, the bus, the bus station or any person or property in the bus as well as at the stations is prohibited.
– The passenger must not be violent nor threaten the staff, obstruct the driver, crew or staff in the performance of duties or refuse to comply with their instructions and other passengers.
– Behavior that causes discomfort or inconvenience to other passengers or causes injury or damage to other passengers is prohibited. Passengers and their hand luggage must not block the passage in the bus.
– The use of any devices that by their sound may disturb or irritate others or interfere with the operation of other equipment is prohibited.
– Passengers under the influence of alcohol or drugs are prohibited from entering the bus.
– Passengers are prohibited from bringing alcoholic beverages, drugs or tobacco for consumption, as well as consuming them in the bus, as well as bringing hot food and drinks into the bus if the container for transport does not have a lid.
Ticket reservation
Reservation can be made for travel on all intercity and international lines of Nis-ekspres.
Seat numbering in intercity transport does not apply, and the reservation is made by ensuring a seat, not by numbering the seat. The passenger can reserve a ticket only before the start of the journey. Passengers with a seat reservation are obliged to purchase their tickets 30 minutes before departure in order to secure travel on a specific line, except for international lines and, if necessary, for other lines when the carrier informs the passenger about the time of collection/purchase of the reserved ticket. If they do not do so, the reservation ceases to be valid and seats may be assigned to other passengers. In such circumstances, the carrier will not accept responsibility for any damage.
Ticket purchase
Tickets can be purchased online, at Nis-ekspres bus stations at sales points and ticket machines, at bus stations of other companies or from our authorized agents. If the passenger has not purchased a ticket at the sales points, they can do so from the driver upon entering the bus before departure of the vehicle, only on the condition that there are enough available seats in the vehicle. Ticket purchase from the driver is possible only for one-way standard and child tickets.
The passenger has the possibility to purchase different types of tickets at the sales points of the carrier’s bus stations and its partners and to obtain discounts in accordance with the notice published on the website www.nis-ekspres.rs.
When purchasing, the passenger is obliged to check their ticket immediately after purchase in order to be able to point out errors in accordance with the following rules:
– If the ticket is purchased at the sales point of the carrier or its partners, any irregularity on the ticket can be pointed out to the person who issued the ticket and a correction requested.
– If the ticket is purchased online, ticket details must be checked before payment. After purchase, that is, after payment, the program does not allow any changes to the online ticket, nor correction of errors in the details indicated in the ticket. In that case, the passenger is obliged to immediately report errors to the e-mail address: online.tickets@nis-ekspres.rs, otherwise the purchased ticket will be treated as valid. All questions regarding online ticket purchase are defined by the General Terms of Online Ticket Sales.
Ticket validation
The passenger may use return transport with a purchased return ticket exclusively if at the time of ticket purchase the date and time of return were defined, or if the ticket was validated before departure, at the return station.
The return ticket can be validated by a counter worker at the bus station or in the office, by the driver on the bus, or by an employee in a travel agency that sells the carrier’s tickets.
Passengers who want to travel from Belgrade from Autokomanda are obliged, when purchasing or validating the return ticket, to inform the representative of Nis-ekspres at BAS, so that a seat can be provided in the vehicle. Contact phone of the Nis-ekspres representative is: 065-466-94-94.
Passengers who want to travel from Nis from the Railway Station – Nis are obliged, when purchasing or validating the return ticket, to inform the reservation service of Nis-ekspres at MAS, so that a seat can be provided in the vehicle. Contact phone of the reservation service is: 065-466-95-51.
Consequences of traveling without a ticket
The passenger will not be allowed to travel if he does not possess a valid travel document.
It shall be considered that the passenger is without a travel document in the following cases:
– if he does not possess a ticket
– if he travels with a travel document for which he does not fulfill the conditions
– if he travels on a line for which the ticket is not valid
– if he travels outside of the date and time of travel indicated on the ticket or after the validity of the ticket has expired
– if he extends the journey in relation to the route defined by the ticket the passenger possesses.
In the case that a passenger without a valid ticket is found in the vehicle, he will be obliged to buy a ticket from the driver for the route on which he is traveling from the station where he started the journey to the destination, otherwise his journey will be terminated at the first safe place.
If a passenger is found in the vehicle who possesses a discounted ticket to which he has no right and a ticket that is not valid for that departure (because he is using it on the wrong date or at the wrong time), he is obliged to buy a new ticket from the driver for the route on which he is traveling from the station where he started the journey to the destination, otherwise his journey will be terminated at the first safe place.
Specific obligations of passengers regarding international lines
1. Every passenger who wants transport across any international border is personally responsible for complying with all laws and regulations regarding necessary travel documents, visas, foreign currencies, customs and health insurance. The carrier is not responsible for any omissions resulting from the passenger’s failure to comply with these laws and regulations, even if they change after the reservation.
2. Every passenger who wants transport across any international border is responsible for carrying all necessary valid travel documents with him and for complying with the laws of each country, including the country from which he is traveling, through which he is traveling, and to which he is traveling.
If requested, the passenger is obliged, for control or security check, to show his travel documentation to the carrier’s staff, police or other state officials. The passenger agrees that the carrier may use and record travel documentation and his personal data for the purpose of carrying out the journey and the contract of carriage. If he does not show his travel documentation upon request or refuses to hand it over for control or security check, or is not allowed to leave or enter the country through which the line passes; or shows documentation that is incomplete or insufficient, or which can be assumed to be invalid or false, the carrier reserves the right to refuse to provide the transport service to such a passenger and to terminate his journey. In that case, the carrier has no responsibility towards the passenger, nor is it obliged to refund the fare, and the passenger is solely responsible for further travel to the destination or departure station. NIS-EKSPRES LLC will not bear responsibility if the passenger is removed from any departure by any state authority. If, due to invalid or improper passenger documentation, or the fact that the passenger was denied exit from a country or entry into a country, a monetary fine or any other cost is requested from or charged to the carrier, the passenger is obliged, at the carrier’s request, to reimburse all incurred costs.
CANCELLATION OF TICKET AND REFUND
General rules of refund
The right to refund of the fare have:
1. passengers who did not start the journey, and previously canceled the journey no later than 2 hours before the start of the journey. The fare is refunded reduced by 10% for administrative costs.
2. passengers who gave up the journey before its beginning due to delay or cancellation of departure by the carrier. The fare is refunded in full.
3. passengers who, due to interruption of the journey without their fault, decided to continue the journey to the destination on their own are entitled to request a refund of the fare for the unused part of the journey.
When submitting a request for refund, the passenger is obliged to return the ticket with the request and provide proof of identity.
If one direction of a return ticket is used, and the passenger gave up the return journey no later than 2 hours before the beginning of the journey, the passenger is refunded the amount of the unused part of the ticket reduced by 10% for administrative costs.
The request for refund can be submitted by the passenger:
• In person at the sales points of Nis-ekspres or at the sales point where the ticket was purchased no later than 2 hours before the start of the journey in the cases from items 1. and 2. The fare is then refunded in cash.
• By sending an email to: primedbe@nis-ekspres.rs in the case from item 3 of this article.
If the passenger opts for this way of submitting a refund request, he is obliged to provide with the request:
– Scanned ticket, scanned ID card and scanned payment card. If the request is submitted by email, the refund is made by payment to the passenger’s current account.
Tickets purchased online can be canceled by the passenger and a refund requested in accordance with the General Conditions of Online Ticket Sales in the following way:
• it is necessary to forward the email received when purchasing the ticket (email with the ticket) to onlinetickets.reklamacije@nis-ekspres.rs. In the email, the passenger is obliged to state that he wants to cancel the ticket and the email must be received by the carrier no later than two hours before the planned departure. When it comes to tickets purchased online, the refund is made by payment to the account from which the payment was made during the online purchase (please read our Online Sales Terms). The carrier is not obliged to refund money for lost, stolen or damaged tickets.
OBLIGATIONS OF THE CARRIER
The carrier performs passenger transport in intercity and international traffic based on registered timetables.
By the contract concluded between the carrier and the passenger, the carrier undertakes, under the conditions determined by the contract, the applicable Law on Passenger Transport in Road Transport and The General Terms and Conditions of Carriage of the carrier, to transport the passenger to a specific place.
The carrier is obliged to inform passengers regarding bus lines and types of tickets, discounts and other information important for the realization of the journey, so that the passenger can choose the appropriate line and type of ticket for the desired journey.
The carrier is obliged to insure passengers.
The carrier is obliged to issue the passenger a legibly filled-in, numbered ticket for a specific route in accordance with the registered timetable with the name of the carrier, date of departure, time of departure and price of transport, as well as a numbered receipt (identification sticker) for the transport of passenger luggage.
The sale and issuance of tickets and other travel documents in domestic transport at the bus station is concluded no later than 5 minutes before the departure of the bus, with the proviso that the passenger can buy the ticket in the bus after that if there are available seats.
The carrier offers several ways of purchasing tickets before the journey and all the necessary assistance of its staff for the realization of the purchase. If a problem occurs during the purchase of a travel ticket, the passenger is obliged without delay to contact the carrier, in the manner described in the paragraph “Ticket purchase” so that the problem is solved before departure (incorrect data on the ticket issued at the point of sale, incorrect elements on the online ticket …).
Nis-ekspres will, in legally defined circumstances, refund the ticket, pay compensation, organize alternative transport to the destination or point of departure.
Nis-ekspres, however, will not accept responsibility for any loss, damage, injury, inconvenience or expense suffered by the passenger, unless it can be proven that such loss, damage, injury, inconvenience or expense occurred due to the fault of the carrier.
The responsibility of Nis-ekspres is defined by law and The General Terms and Conditions of Travel.
– If the carrier cancels the departure before the journey has started, and the person does not possess a travel ticket for that departure, the carrier has no responsibility towards that person.
– If the departure is delayed or canceled before the journey has started, and the passenger possesses a purchased ticket for that departure, the carrier will transport that passenger on another departure with available seats or
– cancel the ticket and fully refund the fare to the passenger if it is a one-way ticket, i.e. refund the fare for the unused part of the journey.
If the journey has started and was interrupted due to the carrier’s fault before reaching the destination, the obligation of the carrier is to:
– provide a replacement bus which will carry out the transport to the destination or
– provide alternative transport to the destination, such as another departure or
– provide appropriate transport to the departure station or refund the passenger the full amount of the fare in case of a one-way ticket, i.e. part of the amount for the unused portion of the journey if it is a return ticket.
– If, due to interruption of the journey caused by the carrier’s fault, the passenger gives up on further travel, the carrier is obliged to pay the passenger the amount of the fare for the unused part of the journey. In this case, the passenger may submit a request for refund no later than 15 days from the date of travel.
– For damage caused by delay, i.e. interruption of the journey, the carrier is liable up to a maximum of double the fare amount.
The carrier will not bear responsibility for any damage suffered by the passenger due to cancellation or delay of departure or interruption of the journey if such cancellation, delay or interruption occurred due to circumstances which could not be foreseen, avoided or eliminated.
Nis-ekspres will not bear responsibility in case of death, bodily injury or damage to the health of a passenger who is inside the bus as well as a passenger who is entering or exiting the vehicle, if it is proven that:
– the damage did not occur due to the fault of the carrier
– the damage occurred due to negligence or omission of the passenger himself
– the damage occurred due to circumstances which could not be foreseen, avoided or eliminated.
The carrier does not exclude nor limit its responsibility in case of death, bodily injury or damage to the health of a passenger if such damage occurred due to the fault of the carrier. In this case, it is necessary to submit a request for compensation within six months from the day of the harmful event, i.e. from the awareness of the damage.
Transport of animals
In accordance with the Law on Passenger Transport in Road Traffic, the transport of animals in buses is not allowed.
Transport of luggage
The carrier is obliged to ensure the transport of luggage in line transport simultaneously with the transport of the passenger to whom the luggage belongs.
During the journey, all luggage except hand luggage is kept in the luggage compartment, and not in the area where passengers are accommodated.
Passengers are responsible for their hand luggage and the carrier has no responsibility regarding loss, theft or damage to hand luggage.
Placing luggage in the vehicle
Only the driver may place the luggage in the luggage compartment of the bus, and upon completion of the journey hand it over to the passenger. Upon receiving the luggage from the driver, the passenger is obliged to check whether his luggage has been handed over, and in this respect the responsibility is on the passenger.
When placing luggage in the vehicle, the driver is obliged to stick an identification label on the luggage, and hand the other copy to the passenger. The passenger is obliged to keep the identification label until the end of the journey and receiving the luggage.
Prohibited luggage
The carrier is not obliged to transport any items or substances whose transport is prohibited by law of any of the countries through which the line passes, which in the opinion of the carrier are not safe or may cause injury or damage to property, which are inappropriate for transport due to their weight, size, shape or characteristics (fragile and perishable items, items with sharp edges…). If the passenger brings such items into the bus, the driver may request that the passenger take them out and leave them outside the bus. If the passenger brings any prohibited luggage into the bus or into the station area, the carrier is not responsible for any loss or damage of the mentioned luggage. If the passenger is not sure whether the transport of a particular item he plans to take on the journey is allowed, he should check the information before purchasing the ticket.
Packing and labeling of luggage
The passenger is obliged to pack and close the luggage in a way that will secure his luggage and ensure that it will not be lost, damaged or mixed with other items, as well as that it does not damage the luggage of other passengers. Fragile and items that can be easily damaged, such as electronic devices, the carrier may accept for transport only if they are of acceptable size, wrapped and packed in an appropriate manner, which protects the goods from damage. If in a certain case the carrier accepts to transport certain luggage which due to its characteristics is not suitable for transport (fragile, perishable goods…), this does not imply the responsibility of the carrier for destruction or damage of items. We are not obliged to accept and transport any luggage that is not properly packed. The passenger is responsible for labeling his luggage or placing a label indicating the owner of the luggage.
Valuable and important items
Valuable items (money, jewelry, medicines, portable computers and other valuables, as well as documents, passports, visas, tickets and identification documents) must be kept by the passenger in hand luggage and looked after at all times. The carrier is not responsible for loss, theft or damage of such items.
Left and lost luggage
If the passenger forgets to take the luggage from the luggage compartment after the end of the journey, it will be handed over for safekeeping in the luggage storage room at the bus station in Nis, Bulevar 12. Februar bb, for a period of no longer than 6 months. If the passenger does not take the luggage within 6 months from the date of storage, Nis-ekspres reserves the right to dispose of it in a manner it chooses. Nis-ekspres reserves the right to open and check forgotten or lost luggage. If it is determined that the luggage contains dangerous or perishable items, or items that for any other reason are not suitable for safekeeping, it reserves the right to immediately remove those items, without obligation to bear any responsibility in this regard.
Retrieving lost luggage
The passenger may retrieve his lost luggage within 6 months from the end of the journey. Upon retrieval, the passenger is obliged to pay a fee for storage and return of luggage according to the price list of the bus station operator. If the passenger does not retrieve his luggage within 6 months from the date of the end of the journey, Nis-ekspres reserves the right to dispose of it in a manner it chooses.
Notice of lost luggage or damage
If during the journey the luggage is lost or damaged, the passenger is obliged to notify a crew member immediately upon completion of the journey and a record must be made of it. If this is not done, the carrier will not be responsible for the loss or damage of luggage. A request for compensation for the loss or damage of luggage must be submitted by the passenger within 30 days from the end of the journey by sending an email to primedbe@nis-ekspres.rs or a letter to the address NIS-EKSPRES LLC, Stevana Sinđelića 59, 18000 Nis. Along with the request, it is mandatory to submit the travel and luggage ticket (identification label which the passenger received from the driver when placing the luggage in the bus luggage compartment).
Our responsibility for loss or damage of luggage
If the passenger forgets or loses luggage in the bus or at the bus station, Nis-ekspres will not bear any responsibility for the disappearance or damage of the luggage. The carrier will be responsible solely if the loss or damage occurred due to its fault.
NIS-EKSPRES LLC NIS ČAMURLIJA