Terms and conditions - tickets and online sales

At https://prodaja.fils.hr company FILS d.o.o. Pula offers online ticket purchase service to their passengers (most of our regular bus lines are available for purchase). Online payments (MasterCard, Diners, VISA and Maestro supported) are processed and secured using third-party service offered by our bussines bank - Erste banka d.d. and accompanying payment gateway by CorvusPay.

This documents lists current terms and conditions related to bus tickets and online sales procedure. Tickets are purchased using secure payment system supporting MasterCard, Diners and VISA credit cards and Maestro debit cards. Payment service is provided by Erste banka d.d., our bussines bank, using the payment gateway by CorvusPay (security payment details available here.

In addition to standard tickets, customers can choose special tickets with discounts - FILS d.o.o. offers special conditions for some customer categories / children, students and retirees. While selecting tickets in our system, ticket type is always shown and tickets can be filtered with this criteria. Any misuse and purchase of discounted tickets without providing documents proving customer status can result in foreclosure of ticket usage (you cannot use discounted ticket without document proving your right to use it!).

Special terms valid for discounted/special ticket types:

• Child ticket
  Only children younger than 8 years can use that kind of ticket. It is necessary to provide prove (some valid document) of childs birthday - show it to driver or conducter when entering the bus.
• Student ticket
  Students must prove their status using valid document (index, X-Card) and show it to driver or conducter in the bus.

Other terms and conditions related to ticket usage:

• Date of departure
  When buying a ticket in our online system, customer can choose date of departure - after the ticket purchase, it is not possible to chnage date of departure!
• Both direction tickets (Returning ticket)
  When buying that kind of ticket, customer selects date of departure (traveling to destination). For returning direction (traveling from the destination) customer is obligated to make reservation - returning tickets are valid 30 days from day of departure (180 days for regular Pula - Beograd line).
  Returning ticket is unique product - can be returned before departure - at least 4 hours before departure for domestic lines (in Croatia) and 24 hours before for international lines. If used in one direction, customer cannot request refund for unused "part" of the ticket!

IMPORTANT! Cancellation and Refund of Travel Tickets

By purchasing the travel ticket from the carrier, the passenger enters into a transportation contract and agrees to the conditions and the displayed sale price. FILS d.o.o. recommends that passengers independently take out a travel insurance policy (especially trip cancellation) with their chosen insurance company, for example: https://crosig.hr/putno-osiguranje/osiguranje-otkaza-putovanja/.

The passenger has the right to withdraw from the transportation contract before the trip begins. If the passenger cancels the transportation contract or does not attend the transport, refund provisions according to the cancellation policy will apply, taking into account the actual and administrative costs incurred by the carrier:

DEPARTURE TIME

• from the time of departure until 12 hours before departure – the passenger is not entitled to a refund;
• between 12 and 24 hours before the trip - 25% refund of the ticket price;
• between 1 and 6 days – 50% refund of the ticket price;
• between 7 and 29 days - 75% refund of the ticket price;
• 30 days or more – 100% refund of the ticket price.

If the passenger requests a refund for the unused portion of a return ticket, the carrier will not refund the amount, as the return ticket is a single product – if the return ticket is used one way, it is not possible to refund the unused part of the ticket.

Refunds are made at the organized sales point where the ticket was purchased or through the sales system (web shop) by contacting the seller. Carrier staff cannot process transportation fee refunds. For tickets sold at the FILS d.o.o. office or FILS d.o.o. web shop, https://prodaja.fils.hr/, a written official request must be submitted via email to: reklamacije@fils.hr, stating personal information, the reason for cancellation, and the ticket number, and the ticket must be attached. If the carrier cancels the bus departure for a particular line, the passenger is entitled to request a full refund.

No refund is given for lost tickets or tickets canceled after the time specified in article 4.1 of the Terms and Conditions. A passenger who, through their own fault, travels with a different carrier and not the one for which the ticket was purchased, has no right to request a refund of the paid amount for the ticket from the carrier. A ticket that has been altered in any way, is not issued for the date of travel, or is damaged, is invalid and will be confiscated upon inspection, and the passenger will be charged the full ticket price for the route they are traveling on.