Subject and scope of application
These General Terms of Passenger and Baggage Transport (hereinafter: the Terms) govern the rights and obligations between PEPEKS d.o.o. as carrier and passengers in public scheduled road transport performed by PEPEKS in international traffic.
The Terms apply to a transport contract concluded for a departure on which PEPEKS is listed as the carrier on the ticket. If several carriers take part in the journey, these Terms apply to the portion of transport performed by PEPEKS, unless otherwise expressly agreed for the entire journey.
Charter, occasional and contracted transport of closed groups of passengers is governed by an offer, order or special contract with the party ordering the transport. These Terms apply to such transport only if expressly agreed.
Basic terms
The carrier is PEPEKS drustvo s ogranicenom odgovornoscu za prijevoz, trgovinu i usluge, Trnjanski nasip IV. 20, 10000 Zagreb, OIB 09182507965 (hereinafter: PEPEKS). Contact for general information is info@pepeks.hr.
A passenger is a natural person who uses the transport service on the basis of a ticket or other valid right. A ticket is a document, in paper or electronic form, proving the right to transport on a specific route, day and departure. Baggage comprises hand baggage kept with the passenger and checked baggage handed over for storage in the luggage compartment.
Traveling.com is an external online platform operated by Get By ApS, Klamsagervej 32, 8230 Abyhoj, Denmark. The technical use of the platform, the user account, order processing, payment, technical delivery of the e-ticket and other platform services are governed by the platform's own terms.
Constituent parts of the contract
The transport contract consists of the ticket, these Terms, the timetable, the price list, and any notices given to the passenger before the contract was concluded. The information on the ticket and specifically agreed terms take precedence for a specific journey, unless less favourable than mandatory regulations.
If any provision of these Terms conflicts with a mandatory regulation, that regulation applies instead, while the remaining provisions remain in force. These Terms cannot exclude or limit passenger rights that cannot be reduced by contract under applicable law.
Conclusion and proof of the transport contract
The transport contract is concluded by purchasing and issuing a ticket for a specific departure, by accepting a transport offer at an authorized point of sale, or in another way expressly enabled by PEPEKS. PEPEKS undertakes to safely transport the passenger to the destination along the agreed route, and the passenger undertakes to pay the transport fare, except where entitled to free transport under a special regulation or offer.
The ticket is generally proof of the concluded contract. The absence or loss of a ticket does not affect rights that the passenger can prove by other appropriate evidence, where mandatory regulations so require.
Content, form and verification of the ticket
The ticket contains the data needed to identify the carrier and the journey, in particular the route, date and time of departure, and the ticket price. The ticket may be issued on paper or in electronic form.
The passenger must check the ticket details immediately upon receipt and promptly report any error to the sales channel through which the ticket was purchased. If the ticket is issued in a specific name, the ticket details must match the passenger's identity, and PEPEKS may request an appropriate identification document.
An electronic ticket must be presented on a device on which all data and the code required for verification are clearly visible. The ticket needs to be printed only if such a requirement is clearly stated in the purchase process or on the ticket itself.
Ticket validity, return tickets and seat reservation
The ticket is valid for the carrier, route, date and departure stated on it. It may not be used for a different departure nor transferred to another person if issued in a specific name, unless the sales channel's terms expressly allow a change.
A return ticket is valid for the outbound and return journey within 6 (six) months, on the route and under the conditions stated on the ticket or in the applicable tariff. If the return journey requires a prior reservation, the passenger must secure it in good time through an available sales channel.
If the passenger has been assigned a specific seat, PEPEKS may, for justified safety or operational reasons, replace it with another seat of an equivalent category. A reservation of a specific seat number alone does not entitle the holder to travel without a valid ticket.
Transport fare, discounts and additional charges
The transport fare is determined according to the price list in effect at the time of purchase. Before confirming the purchase, the passenger is shown the total price payable in that sales channel, including taxes and mandatory charges that can be calculated in advance.
A passenger using a discount or other preferential right must select the appropriate category when purchasing and present proof of eligibility when boarding. If the right to a discount is not proven, PEPEKS may require payment of the difference up to the full fare or purchase of a new ticket, in compliance with applicable regulations.
A charge for baggage, reservation, issuing a ticket on board, or another additional service may only be charged if published in the current price list or clearly shown to the passenger before purchase.
Purchase via Traveling.com
PEPEKS may provide a link on its website redirecting the user to Traveling.com to search for departures and purchase a ticket.
The technical purchase process, the user account, payment method, issuance or technical delivery of the e-ticket, and platform operating fees are governed by the terms of Traveling.com. For difficulties with that part of the service, the passenger should contact the support channel stated on the platform or the purchase confirmation.
If PEPEKS is listed as the carrier on the ticket, PEPEKS is liable for performing the transport, boarding, transport of baggage, the conduct of its staff, and passenger rights relating to delay, cancellation or other irregularities in transport, to the extent set out in these Terms and mandatory regulations.
Presentation and inspection of the ticket
The passenger must have a valid ticket before boarding the vehicle. The ticket must be kept until the end of the journey and presented to driving or inspection staff upon request.
Voluntary change or cancellation of travel
The possibility of changing the date, time, route or passenger name, and the possibility of a voluntary cancellation, depend on the type of ticket and the terms of the sales channel.
If the ticket was purchased via Traveling.com, a request for change or cancellation is submitted through the channel stated on the ticket, purchase confirmation or platform. If the ticket was purchased directly from PEPEKS, the request is submitted to PEPEKS or an authorized point of sale according to published instructions.
The general consumer right of unilateral withdrawal within 14 days does not apply to a passenger transport contract merely because the ticket was purchased online. This does not affect the right to a refund or rerouting arising from cancellation or delay of a departure.
Refund amount and method
A passenger may return a ticket no later than 24 (twenty-four) hours before the departure for which it was purchased.
A refund is generally made using the same payment method used to pay for the ticket, unless the passenger expressly accepts another method. For a ticket purchased through an external sales channel, the technical refund is processed by that channel, while PEPEKS resolves the merits of the request insofar as it relates to the performance of transport for which it is responsible.
The rules on voluntary refunds do not limit a passenger's right to a full refund, continuation or rerouting of the journey where the conditions under mandatory legal regulations are met.
Arrival at the departure point
The passenger must arrive in good time at the bus station or stop stated on the ticket and personally verify the carrier's name, destination and departure. Arrival at least 15 minutes before the scheduled departure is recommended, and earlier if baggage must be checked in, border formalities completed, or boarding assistance requested.
PEPEKS is not obliged to delay departure for a passenger who did not present themselves for boarding in good time.
Boarding, disembarkation and interruptions during the journey
The passenger boards and disembarks the vehicle at places designated by the timetable or by the instruction of authorized staff. The passenger must follow instructions on boarding, baggage placement, border control and safety.
During a scheduled rest stop, the passenger must return to the vehicle at the time set by the driving staff. If the passenger fails to return on time without justified reason, the vehicle may continue the journey. Where reasonably possible, PEPEKS will check whether the passenger is in the immediate vicinity, but is not obliged to wait if doing so would jeopardize the timetable, the rights of other passengers, or safety.
A passenger who voluntarily interrupts the journey has no right to use the same ticket for a later departure nor to claim a refund for the used ticket.
Conduct on board and safety
The passenger must behave in a way that does not endanger the safety, health, dignity or peace of other persons, does not disturb the driver, and does not damage the vehicle or others' property. The passenger must comply with reasonable instructions from the driving staff relating to safety and the orderly performance of transport.
Smoking, use of electronic cigarettes, consumption of intoxicating substances, unauthorized handling of vehicle equipment, blocking of aisles and exits, and any other conduct that may endanger the journey are not permitted on board. Consumption of food and drink is permitted only if it does not disturb other passengers or soil the vehicle, unless the driving staff determines otherwise for a justified reason.
Refusal of boarding and removal from transport
PEPEKS may refuse boarding to, or, at a safe and appropriate place, remove from transport, a passenger who does not have a valid ticket, does not possess the required travel document, seriously disturbs order, endangers safety, disrupts the work of driving staff, behaves violently or disruptively, or refuses to comply with a reasonable safety instruction.
The measure must be proportionate to the circumstances and may not be based on a discriminatory reason.
When removed from transport, the passenger's baggage is handed over where this is possible without endangering safety.
Damage and costs caused by the passenger
The passenger is liable for damage caused through their fault to PEPEKS, its staff, other passengers or third parties. If the passenger intentionally or through gross negligence soils the vehicle beyond ordinary use, PEPEKS may claim compensation for the actual and reasonable cost of cleaning or repair.
Any compensation must correspond to the cost actually incurred or to a pre-published, proportionate and legally permitted charge.
Passport, visa and other documents
The passenger is responsible for obtaining in good time and carrying during the journey a valid ID card or passport, visa, residence permit, consent for a minor's travel and other documents required by the countries of departure, transit or destination. The passenger must comply with customs, border, health and other mandatory regulations applicable to them and their baggage.
PEPEKS may, before boarding, check whether documents that are evidently required for the journey exist, and may refuse boarding if continuing the transport would breach a regulation or a decision of a competent authority. Such a check does not transfer to PEPEKS the responsibility for the completeness and validity of the passenger's documents.
PEPEKS is not liable for refusal of entry, detention, a fine, return, or other consequences arising because the passenger lacked the required or valid documents, except to the extent the damage was caused by PEPEKS's fault.
Children and minor passengers
A child must have their own ticket. Age and eligibility for a discount are proven by an appropriate document.
A parent, guardian or other person organizing a minor's journey is responsible for meeting the legal travel requirements and obtaining the necessary consents.
Independent travel by a minor is permitted only under conditions that PEPEKS publishes in advance or expressly confirms for a specific departure. PEPEKS may refuse independent transport of a minor if the age, documentation or safety requirements are not met, or if reasonably safe performance of the transport cannot be ensured.
Types of baggage and acceptance for transport
A passenger may carry hand baggage and check in baggage in the quantity, dimensions and weight set out in the price list, the ticket, or other rules published before purchase. Acceptance of additional or special baggage depends on available space, vehicle load capacity, safety requirements and prior confirmation by PEPEKS.
Baggage must belong to a passenger travelling on the same vehicle.
Hand baggage
The passenger brings hand baggage into the passenger compartment, places it where provided, and keeps it under their own supervision. Baggage must not block an aisle or exit, disturb other passengers, or endanger the safety and functioning of the vehicle.
Money, personal and travel documents, medicines, keys, jewellery, laptops, mobile phones, cameras, other electronic devices, fragile items and items of special value should be kept in hand baggage and given extra care.
Checked baggage
Suitcases, larger bags, backpacks and other accepted checked baggage are placed in the luggage compartment. The passenger must close the baggage properly and, where reasonably possible, mark it with their name and contact details.
If a baggage tag, receipt or slip is issued, the passenger must keep it until collection. On arrival at the destination, the passenger must collect the baggage without delay and check its condition.
Packaging and prohibited items
Baggage must be suitable for transport, sufficiently sturdy, closed and secured so that it cannot open, spill, scatter or become damaged, nor injure persons, soil the vehicle or damage others' baggage. PEPEKS may refuse baggage that is not properly packaged, exceeds published limits, or, due to its properties, cannot be safely transported.
It is not permitted to bring explosive, highly flammable, radioactive, toxic, infectious or corrosive substances, fuel, dangerous gases, weapons, ammunition, pyrotechnic devices, narcotic drugs, or other items whose transport is prohibited or specifically restricted, except where transport is expressly permitted by regulation and has been previously accepted by PEPEKS.
Items with an unpleasant odour, perishable or liquid items that are not securely sealed, and objects that may endanger or disturb passengers or damage the vehicle or others' property, are also not permitted. If there is reasonable suspicion regarding the safety of the contents, the driving staff may request information about the contents and refuse transport if the passenger declines to provide the necessary information or safety cannot be reliably established.
Special baggage, bicycles, prams and sports equipment
Bicycles, folding prams, musical instruments, skis, other sports equipment, and items of unusual dimensions are transported only if transport has been confirmed in advance and the vehicle has appropriate space available. PEPEKS may require a protective bag or other suitable packaging and may charge a fee that must be published in advance.
If special baggage has not been reported in advance, the driving staff may accept it only if available space and safety conditions allow.
Pets and other animals
A pet may be transported only if animal transport is permitted for the specific line and departure and PEPEKS has previously confirmed it. The passenger must comply with veterinary, border and safety regulations and use a carrier, leash, muzzle or other means required by PEPEKS or by regulation.
The animal must not endanger or seriously disturb passengers and must be under the constant supervision of the person handling it. PEPEKS may refuse to transport an animal if the prescribed or published conditions are not met.
Liability for baggage
PEPEKS must transport baggage it has accepted together with the passenger and hand it over after the transport is completed. PEPEKS is liable for the loss of or damage to checked baggage under the rules of the Civil Obligations Act and other applicable regulations.
For items the passenger keeps with them, PEPEKS is liable if the damage occurred through its fault or if liability arises from another mandatory regulation. In establishing liability, account is taken of the manner of handover and safekeeping, packaging, the natural properties of the baggage, the passenger's conduct, and the circumstances in which the damage occurred.
PEPEKS is not liable to the extent it proves that the damage resulted from inadequate packaging, the natural properties of the baggage, prohibited contents, the passenger's conduct, or another circumstance that releases it from liability under a mandatory regulation. No exemption or limitation applies if contrary to a mandatory regulation.
Reporting loss or damage and found items
The passenger should report visible damage or a shortage to the driving staff immediately upon collection, and hidden damage as soon as it can reasonably be established. The report may be supplemented by a written complaint together with the ticket number, a description of the baggage, photographs and other available evidence.
Items found in the vehicle are logged and kept in accordance with internal rules and regulations. A passenger seeking the return of an item must describe it and prove that it belongs to them. The cost of delivering a found item is borne by the passenger, unless the item was left in the vehicle through PEPEKS's fault.
Timetable and operational changes
PEPEKS endeavours to perform transport according to the published timetable. Arrival time may depend on traffic conditions, border controls, weather conditions, the operation of bus stations and other circumstances that cannot be fully foreseen during the journey.
For safety or to continue the journey, PEPEKS may replace the vehicle, change the seating arrangement, or organize transport with another appropriate vehicle or carrier, provided that passenger rights are not substantially reduced. Passengers will be informed of a significant change as soon as reasonably possible.
Information on travel disruption
In the event of cancellation or delay of a departure, PEPEKS provides passengers with available information on the status and expected departure time as soon as it is received.
Passenger safety and liability for the performance of transport
PEPEKS is liable for passenger safety from the start to the end of transport, including boarding and disembarking the vehicle, in accordance with the Civil Obligations Act and other applicable regulations.
PEPEKS is liable for its employees, driving staff, subcontractors and other persons it uses in performing transport, to the extent prescribed by law.
Relationship with sales platforms and other carriers
PEPEKS is not liable for the technical operation of an external platform, its user account, payment processing, or technical delivery of the ticket, unless liability arises from a mandatory regulation or from PEPEKS's actual contractual role.
Where part of the journey is performed by another carrier, that carrier's liability is determined according to its own terms and mandatory regulations, while preserving the rights the passenger can assert against PEPEKS under a single contract or mandatory regulation.
Information for passengers
Information on the timetable, stops, prices, baggage, passenger rights and contacts is available on the PEPEKS website, at authorized points of sale, and via info@pepeks.hr.
Passengers should check the information relevant to their specific departure shortly before travelling, in particular the boarding point and any operational notices.
Submitting a written complaint
A passenger or other person having consumer status may submit a written complaint to PEPEKS at the business premises where PEPEKS deals with consumers, by post to PEPEKS d.o.o., Trnjanski nasip IV. 20, 10000 Zagreb, or by email to info@pepeks.hr, marked "Written Complaint".
PEPEKS will confirm receipt of the complaint without delay. Where the Consumer Protection Act applies, PEPEKS will respond in writing no later than 15 days from receipt, clearly stating whether it accepts the complaint as justified. Records of written complaints are kept for at least one year from receipt.
For effective handling, it is recommended to state the complainant's name and contact details, the ticket or order number, the carrier, the date and route, a description of the event, the request, and to attach the ticket and available evidence. PEPEKS may not refuse to consider a complaint solely because the original ticket is not attached, if the contract and the event can reasonably be established by other evidence.
For difficulties with search, the user account, payment, the technical receipt of the e-ticket, or the functioning of the platform, the passenger should contact Traveling.com support.
Protection of personal data
PEPEKS processes personal data necessary for concluding and performing the transport contract, providing assistance, handling complaints, fulfilling legal obligations, and protecting its legitimate interests, in accordance with applicable regulations and the Privacy Policy published on the website.
Traveling.com, i.e. Get By ApS, processes data relating to the use of the platform under its own privacy policy.
Publication and amendments to the General Terms of Transport
These General Terms enter into force on 4 September 2026 and apply to transport contracts concluded from that date. The General Terms are published on the website www.pepeks.hr
