Terms of Use

of the Polazak site and the Android application Timetable (hereinafter referred to as Polazak services)

The online timetable search engine Polazak (hereinafter referred to as: "Polazak") and the Android application Timetable (hereinafter referred to as "Application") are published by the company Rail Estate d.o.o. Belgrade, Ljubljanska 32 street, PIB: 108018053, Company number: 20916834, Web address: www.polazak.com, www.polazak.rs, E-mail: rezervacije@polazak.com, Registered for activity: Other reservation services and activities related to them, Activity code: 7990 (hereinafter referred to as Rail Estate company)

POLAZAK SITE AND APPLICATION PROVIDE INFORMATION ON PUBLIC ROAD AND RAIL INTERCITY, SUBURBAN AND URBAN TRANSPORT. THE DATA THAT REPRESENT THE CONTENT OF POLAZAK SERVICE ARE FROM PUBLICLY AVAILABLE REGISTERS OF COMPETENT STATE AUTHORITIES AND DATABASES OF REGISTERED CARRIERS. THE DATA ARE REGULARLY UPDATED IN COOPERATION WITH CARRIERS AND COMPETENT STATE AUTHORITIES, HOWEVER, THE COMPANY RAIL ESTATE DOES NOT BEAR RESPONSIBILITY FOR THE ACCURACY OF THE SAME DATA.

THE DATABASE OF TIMETABLES, CARRIERS AND LOCATION CODES REPRESENT THE EXCLUSIVE PROPERTY OF THE RAIL ESTATE COMPANY AND ANY ABUSE OR THEFT OF THESE DATA IS QUALIFIED AS A CRIMINAL OFFENSE UNDER THE APPLICABLE LAWS OF THE REPUBLIC OF SERBIA.

All activities and reservations received on the Polazak site or Application are subject to these terms of use, so using any Polazak service means that you have read and accepted the Terms of Use.

I General terms of use of the Polazak service

The Polazak site and Application use Serbian, Hungarian and English language. The user always has the option to change the language settings.

You are authorized to use Polazak services only for your personal, non-commercial purposes. The use of content from the Polazak site and Application for any public or commercial purpose (including the use of our system without limitation on other websites or through a networked computer environment) is strictly prohibited.

It is forbidden to modify, publicly display, publicly perform or distribute data collected on the Polazak site and Application.

Any unauthorized use of the Polazak service may violate copyright laws, trademark protection and other laws.

Certain Polazak services require registration or opening an account with the prior consent of our users.

When you contact our customer service via the Polazak site or Application, download the Application from Google Playstore, make a reservation and purchase travel tickets, participate in a prize game and in other cases, the Rail Estate company may collect certain personal data about you. The way the Rail Estate company uses such information is contained in the provisions Privacy Policy.

By using the Polazak service, you agree not to use our services in a way:

that violates any local, national, foreign or international law, by-law, order, contract or other regulation.
to represent yourself by the name of some person or entity or otherwise falsely represent your affiliation with a person or entity.
to affect or disrupt the operation of the Polazak service or servers or networks connected to the Polazak site and Application.
to use data mining programs, robots or similar methods for collecting or extracting data from the Polazak site or Applications.
to attempt to unauthorized access to any part of the Polazak site and Applications, or any other account, computer system or network connected to Polazak services, either through hacking, password theft or in any other way.

Rail Estate Company may terminate or temporarily suspend your access to all parts of the Polazak service without notice, at any time and for any of the above reasons.

If you violate any of these terms, your right to use Polazak services is automatically revoked and you are obliged to immediately destroy all downloaded or printed materials (and all their copies).

Polazak services are provided for use "as is" and "with all faults" and the entire risk associated with the quality and performance of Polazak services is exclusively yours.

Rail Estate Company may provide content, information or access to Polazak services under the terms of a special agreement between you and Rail Estate Company.

Rail Estate Company reserves the right to change, suspend or discontinue Polazak services at any time without any prior notice.

Links to third-party sites on Polazak pages and on the Application are provided solely for your convenience. If you use these links, you will leave the Polazak page and Application. Rail Estate Company has no obligation to familiarize itself with the content of third-party sites, does not control third-party sites and is not responsible for third-party sites (or for services or content they provide).

If you decide to access a site or application of a third party from the Polazak site or Application, you do so at your own risk.

You can create links to Polazak services from other sites, but only in accordance with the following conditions and respecting all applicable laws.

In the absence of written permission from Rail Estate Company, the website that links to this location:

may link, but must not reproduce anything from the material
must not display material in an Internet browser window or frame;
will not suggest that Rail Estate Company or brands owned by it endorse such a website or any products, services or content available through that website;
will not misrepresent its relationship with Rail Estate Company or with brands owned by it;
will not make false statements or content that can be interpreted as unpleasant, offensive or controversial.

Rail Estate Company has the full and exclusive right to change the terms of Polazak service. Continued use of Polazak service after posting a notice of such changes indicates your consent to these changes and agreement with the terms and limitations of these changes.

II General purchase conditions

1. Products/Services

The products offered for sale are tickets of various bus and railway carriers (hereinafter referred to as Carriers). The company Rail Estate takes care of the accurate presentation and description of transport services. The prices listed in the search result are in accordance with the official price list of the Carrier. At the request of the Carrier, prices can change at any time, especially between their presentation to the client and the final choice.

Every charge is made in dinars (RSD), so in case of payment in another effective currency, the payment card account will be charged for the counter value of the foreign effective currency converted into dinars at the current rate of the National Bank of Serbia. When charging from your payment card, the same amount will be converted into your local currency at the rate of the Credit Card Association, so this conversion may result in a possible difference in price compared to the price shown on our website.

Every purchased ticket is valid for the selected trip by the Carrier, date and exact departure time and in the name of the orderer and fellow travelers. The validity of the ticket can only be different in case the Carrier regulates it differently in its General Travel Conditions.

The company Rail Estate publishes on the Polazak site and Application only those products that the Carriers have enabled to sell on the internet. These products are accurately marked with the selling price and basket.

The electronic bus ticket does not contain the price of platform and additional station services, nor the costs of luggage. By purchasing a child’s ticket whose price is 0 dinars, the child does not get a separate seat on the bus.

2. Users

The user has at his disposal the options of buying with registration and logging in and the option in the form of quick purchase without registration.

The user declares that he is legally capable, that he is over 16 years old or has parental permission that allows him to open an account on the Polazak site and on the Application or to make online ticket purchases. When registering, the user is obliged to provide accurate and complete data.

The user undertakes to use the products, which are purchased on the Polazak site and Application, respecting the general provisions of the relevant carriers. These conditions are available to every user for inspection when purchasing the service.

The site may contain affiliate links. All purchases via these links are made at the user’s responsibility.

2.1 Protection of user rights

The company Rail Estate undertakes to protect the privacy of all users of the Polazak site and Application. We only collect necessary, basic data about customers and users and data necessary for business and informing users in accordance with good business practices and in order to provide quality service. We give customers the option of choice, including the option to decide whether or not they want to be deleted from mailing lists used for marketing campaigns. All data about users and customers are strictly kept and are available only to employees who need this data to do their job. All employees in the company Rail Estate, as well as business partners, are responsible for respecting the principles of protecting the privacy of users.

3. Passengers

The user can add as many passengers as they want or as many free seats are available for the selected departure when purchasing. The user is responsible for each fellow traveler and for the accuracy of the corresponding personal information about themselves and fellow travelers, which they provide when registering and purchasing. These data are necessary for the delivery of the reservation and electronic bus ticket by e-mail, for the record of passengers on the bus and for checking travel tickets before starting the journey or during the ride.

The user declares that as a contact person they have reached the age of 16 and bear all criminal liability for the requested transaction. At the same time, they confirm that the minor will have an adult companion throughout the entire journey.

The company Rail Estate is not responsible for any possible prevention of the passenger's entry into the Carrier's vehicle during the checking and validation of travel tickets due to incorrectly entered passenger data or due to the passenger's refusal to show their personal documents to the competent person.

The passenger is obliged to have a valid personal document with them, otherwise the competent state services reserve the right to prohibit them from entering the country or to charge a fine. Polazak and the carrier are not responsible in such a situation. The passenger is obliged to inform themselves about the conditions of entry into the country they are traveling to before starting the journey.

4. Search

The user performs a search of transport products for a group of passengers that they define and choose themselves. The Polazak site and Application then examine transport connections and list them with the display of possible products for the requested route.

5. Payment and issuance of reservation and electronic bus ticket

The user has two payment options available:

By payment card (Visa, Mastercard and Maestro)
By bank transfer based on the received payment slip

Before making a payment by payment card or making a reservation for payment based on a bank payment slip, the buyer must confirm the Terms of Use of the Polazak service as well as the General Terms of Transport of the operator who performs the realization of the selected transport service.

In case of payment by payment card, the user must click on the "payment" button to finalize the order for the purchase of a travel ticket. By clicking on payment, the user is redirected to the e-commerce service provider's site where they need to enter payment card data and thus complete the payment within 15 minutes. The user will receive a notification by e-mail about a successful or unsuccessful transaction from the e-commerce service provider as well as a confirmation of reservation in case of a successful transaction from the Polazak site.

In case of payment by bank payment slip, the user is obliged to make the payment within 48 hours because after the expiration of the term the reservation ceases to be valid. Each payment must be recorded no later than 24 hours before the indicated departure time and by then there must be proof of payment.

After payment of the ordered products, an electronic travel ticket is issued by sending it to the orderer's e-mail address.

6. Control of electronic bus tickets

The Carrier controls electronic bus tickets based on the personal data of passengers, the Carrier's records and the security code of the electronic bus ticket before starting the journey or during the ride.

The user is obliged to print the received travel ticket for presentation during the check by the operator.

In case of disagreement of the entered data with the shown personal document or in case of refusal to show personal documents by the passenger, the Carrier has the right to prevent the passenger from entering the vehicle or to request a monetary compensation.

7. Right to withdraw from the trip, change travel time and refund

In case the passenger withdraws from the trip within 48 hours before departure, they have the right to a refund of 80% of the ticket value. If the withdrawal occurs within less than 48 hours before departure, the ticket is considered used. In case of cancellation of purchased tickets within less than 48 hours, the user has no right to a refund of paid funds. In case the passenger requests a change of travel time within 48 and 24 hours before departure, subsequent refund of the ticket is not possible.

The user has the right to change the ordered tickets up to 24 hours before the trip except for tickets of the carrier Niš Ekspres. The company Rail Estate reserves the right to 20% of the value of the ordered travel ticket if the change of the travel ticket requires a cashless transaction for a refund. In case of changing tickets without additional financial transaction, the modification of the reservation is done free of charge.

Requests for cancellation and changes of tickets are submitted via email addresses rezervcije@polazak.com.

In case of a refund to a customer who has previously paid with one of the payment cards, partially or in full, regardless of the reason for the return, the company Rail Estate is obliged to make the refund exclusively through VISA EC/MC and Maestro payment methods, which means that the bank will refund the funds to the user's card account at the request of the seller.

8. Procedure in case of complaint

Every user of the Polazak service has the right to complain.

General complaints about the operation of the Polazak site and Application, about the displayed data or content of our sites users can send via the Contact menu on the site or via e-mail to the address info@polazak.com

In case of withdrawal from the purchase for a refund, change of reservation or submission of a complaint, the passenger is obliged to submit a request via e-mail to the address rezervacije@polazak.com

For additional information in case of a complaint related to reservation and purchase of tickets, the passenger can contact by phone 063/471-119.

If the passenger has any problem with the ticket such as incorrectly entered data, not receiving the ticket via e-mail and the like, they are obliged to immediately contact the seller to correct the error, or solve the problem. If the passenger did not submit a request or complaint before the bus departure time, subsequent complaints will not be accepted.

III Personal data - Privacy Policy

Registration is not required to use the Polazak site, however in certain cases users can voluntarily provide some information about themselves by filling out our questionnaire for sending a message, when downloading the Application, during reservation and purchase of bus tickets or in other cases. In this case, we collect information in order to respond to questions, requests or complaints from users or to inform users about activities and commercial offers on our site, as well as to keep records of passengers who have booked and bought a bus ticket through the Polazak site.

The company Rail Estate collects personal data such as name, surname, date of birth, number and expiry date of personal document, citizenship, e-mail address and phone number when booking tickets. Personal data is also recorded when downloading the application and when contacting our customer service. The user has the right to access his personal data, as well as to modify and delete them.

The personal data of the Polazak service user is treated confidentially and the company Rail Estate undertakes not to make the same data available to third parties except in the case of reservation and purchase of a bus ticket when the company Rail Estate transfers personal data to the selected Carrier for keeping records on the passenger list and for checking bus tickets.

When transferring credit card data, confidential information is transmitted over the public network in a protected (encrypted) form using the SSL protocol and PKI systems, as the most modern cryptographic technology currently available.

Data security during purchase is guaranteed by the payment card processor, so the entire payment process is performed on the external payment service provider's pages. At no time are credit card details available to our system.

The company Rail Estate reserves the right to perform statistical analyses of user behavior and to collect anonymous data about the requested routes and user preferences for this purpose.

9. Final provisions

The company Rail Estate reserves the right to adapt or modify the Terms of Use, which are published online on the Polazak site and Application, at any time, with prior notification of registered users via e-mail to the address that the user voluntarily entered via the Polazak site or when downloading the Application.

Continued use of the Polazak service after the publication of a notice of such changes indicates your consent to these changes and agreement with the terms and limitations of these changes. In case of disagreement of the user with the changes of the general terms of use, the user always has the possibility of deleting the user account or unsubscribing from the mailing list of the company Rail Estate.