PUBLIC CONTRACT
on the provision of passenger and baggage carriage services on KLR Bus routes
LUX-REISEN BIS LIMITED LIABILITY COMPANY in the person of director Vasyl Ivanovych Khorkavyi (hereinafter referred to as the Carrier), on the one hand, and NATURAL (LEGAL) PERSON, who applied to the Carrier for passenger and baggage transportation services or the person in whose name the ticket was issued (hereinafter referred to as the Customer or Passenger), on the other hand, collectively referred to as the "Parties", and each individually as a "Party", have entered into this Public Contract (hereinafter referred to as the Contract, Offer) regarding the following:
1. TERMS AND DEFINITIONS
1.1. Website – open for free visual examination by any person, a publicly accessible website owned by KLR UA LLC, located on the Internet at the address https://klr.com.ua/, together with all its functionality, pages, graphics, etc., is intended for receiving services for finding a vehicle, its tracking route, availability of free seats, reservation, sale of travel documents (tickets) for this vehicle and other services.
1.2. Mobile app/application is a software designed to work on smartphones, tablets and other mobile devices, open for download and free visual inspection by any person belonging to KLR UA LLC, intended for obtaining services for finding a vehicle, its tracking route, availability of free seats, reservation, sale of travel documents (tickets) for this vehicle and other services.
1.3. Service – paid services for the transportation of the Passenger and their baggage in accordance with the route chosen by them, the date and time of departure of the Carrier's vehicle. The scope of the Service and the start of its provision are chosen by the Customer (Passenger) independently. The list of services provided to the Customer (Passenger) as part of the Order may be changed by the Carrier unilaterally.
1.4. Public offer (Offer) – the public offer of the Carrier in the form of a Public Contract for the provision of services for the transportation of passengers and baggage, which contains all the essential conditions and is published on the Internet on the website of the ticket agent https://klr.com.ua/, in the Mobile App https://apps.apple.com/ua/app/klr-bus/id1588675068?l=uk, or https://play.google.com/store/apps/details?id=com.klr.clients&hl=ru (hereinafter referred to as the Mobile Application), as well as published on the websites of any other agents selling tickets for the Carrier's routes.
1.5. Acceptance of the offer – full, unconditional, unconditional acceptance by the Customer (Passenger) of the terms of the Offer without any exceptions and/or restrictions, by making full or partial payment of the ticket price on the website of KLR UA LLC https://klr.com.ua/, in the Mobile application or at other agents selling tickets for the Carrier's routes. Acceptance is equated in accordance with part 2 Article 642 of the Civil Code of Ukraine until the Parties enter into a bilateral written contract on the terms set out below in this Offer.
1.6. Electronic passenger ticket, route receipt, insurance policy – an electronic digital document stored in the system of the Service provider, ticket agent or in the global reservation system, contains a complete set of data about the Service, displays the identification data of the Carrier (the company providing the Service), the Customer, certifies the purchase of the Service, confirms the right of the person specified in the travel document to use the Service. It is provided to the Customer in the form of an electronic document: route receipt/electronic ticket (hereinafter - Ticket).
1.7. Printed ticket - a travel document of the prescribed form, which entitles the Passenger to receive transport services in accordance with the data registered in the ticket - the passenger's name, surname, route, date and time.
1.8. Reservation request is considered acceptance by the Customer of this Contract, and means the Customer's consent to compensation for losses suffered by the Carrier as a result of its withdrawal by the Customer. Reservations may require full or partial payment at the time of booking, or payment within a specified period after booking. An unpaid reservation means that the order is reserved for a certain period of time and during this time can only be sold to the Customer who placed the given Order.
1.9. Customer – a natural person, legal entity, natural person – an entrepreneur who, on the basis of a Contract concluded with the Carrier or a Ticket (printed ticket) for the Carrier’s route purchased from a third party, ordered Services in their own interests and/or in the interests of third parties and/or pays for such services.
1.10. Passenger - a person who is indicated as a recipient of transportation services, or otherwise uses the services of the Carrier, in accordance with the Ticket (printed ticket).
1.11. Valid travel documents - documents that are recognized as valid in all countries on the territory of which the Passenger is transported, which allow them to cross the internal and external borders of the countries, the validity period of which has not expired or will not expire before the end of the planned trip. The list of these documents depends on the requirements of the legislation of the country from which or into which the Passenger is entering. Any document of the Passenger is not considered a valid travel document if, due to its improper design or expiration date, a fine is applied to the Carrier by foreign competent authorities.
1.12. Baggage - items intended for the personal use of passengers, packed in bags or suitcases, carried on the same route in the bus baggage compartment.
1.13. Hand baggage - small personal items not exceeding the dimensions of 60 cm x 40 cm x 20 cm and weighing up to 5 kg (outer clothing, women's bag, water bottle, umbrella, laptop, etc.). Hand baggage is placed under your feet or on the baggage rack. The Passenger is responsible for keeping hand baggage during the route, including stops and borders.
1.14. Passenger and baggage transportation rules - the rules established by the Carrier, which determine the conditions, rights, obligations and responsibilities of the Passenger during and in connection with the carriage (hereinafter - the Rules of carriage).
1.15. Personal data – information or a set of information about a natural person who is identified or can be specifically identified (name and surname, contact data, payment data, e-mail address, etc.).
1.16. Owner of personal data - a natural person whose personal data is processed and who has given consent to their processing.
1.17. Processing of personal data - any action or set of actions, such as collection, registration, accumulation, storage, adaptation, change, renewal, use and distribution (distribution, implementation, transfer), depersonalization, destruction of personal data, including with the use of information (automated) systems.
1.18. Consent of the subject of personal data - voluntary expression of the will of a natural person (representative of a natural person) regarding the granting of permission for the processing of their personal data by registering on the Website, in the Mobile Application, ticking the appropriate box on the Website, in the Mobile Application about giving consent, using the Website, the Mobile Application, etc.
1.19. The "Early booking" service - advance promotional ticket sale.
1.20. The “Seat Reservation” service means the advance booking of a seat on a passenger bus, which is assigned to the Passenger and indicated on the Ticket (printed ticket). The service is valid on KLR branded routes, and seat reservation is available on the main bus assigned to the route.
2. GENERAL PROVISIONS
2.1. This Contract (public offer) is posted on the Website, in the Mobile application, on other resources of agents for the sale of tickets for the Carrier's routes, in accordance with Article 633, 634, 641, 642 of the Civil Code of Ukraine contains all essential conditions for the provision of Services by the Carrier and offers an unlimited number of persons to receive the Services under the conditions specified in this Contract.
2.2. The terms of this Contract determine the relationship between its Parties and are set to be the same for all Customers (Passengers), except for those to whom the legislation of Ukraine has provided relevant benefits (if any).
2.3. The Contract may be amended unilaterally by the Carrier without notice by the official publication of a new version of this Contract.
The new version of the Contract shall enter into force from the moment of its publication on the Website in the Mobile application and on other resources of agents selling tickets for the Carrier's routes.
2.4. Any Customer (Passenger) has the free opportunity and is obliged to review all the terms of the Contract in the current version on their computer, tablet or phone by clicking on the name of the Contract in the column that requires the Customer's (Passenger's) consent to fulfil obligations under the Contract and consent with it.
2.5. If the Customer does not agree with the terms of the Offer, they are obliged to stop using the Website or the Mobile application, or any other resource for selling tickets for the Carrier's routes and not to take actions aimed at accepting the Offer.
2.6. By agreeing to the terms of this Contract, the Customer (Passenger) confirms their authority, legal capacity, financial capacity, and is also aware of the responsibility for the obligations imposed on them as a result of concluding this Contract.
2.7. Full or partial payment by the Customer (Passenger) is evidence of unconditional acceptance of the Contract. Thereby, the Customer (Passenger) confirms the authenticity of their (Passenger's) personal data and assumes full responsibility for their accuracy, completeness and reliability. The Customer (Passenger) assumes all possible commercial risks (registration of a new order, change of tariff, refund of money, etc.) associated with their culpable actions for making mistakes, inaccuracies when providing personal data.
2.8. The number of the Contract corresponds to the number of the Ticket (printed ticket) purchased by the Customer (Passenger), and the date of conclusion of the Contract is the date of making any payment to the selected Ticket (printed ticket).
3. SUBJECT OF THE CONTRACT
3.1. According to the Contract the Carrier provides passenger and baggage transportation services, and the Customer (Passenger) undertakes to accept and pay for the provided services.
Purchase by the Customer (Passenger) of a Ticket (printed ticket) for the Carrier's route is evidence of the conclusion of the contract of carriage.
3.2. For the services provided by the Carrier, the Customer (Passenger) pays them the funds in accordance with the Carrier's current tariffs posted on the Website or in the Mobile application, or on other resources for the sale of tickets for the Carrier's routes.
Banking services related to the transfer of funds within the scope of the Contract are paid by the Party that performs them. Tariffs can be changed by the Carrier unilaterally by posting the changed tariffs on the Website, in the Mobile application, on other ticketing resources.
3.3. In the event the Customer concludes this Contract in the interests of the Passenger(s), the Customer, by signing this Contract, confirms and guarantees to the Carrier that the Customer has the necessary authority and mandate from the Passenger(s) to conclude this Contract in the interests of the latter. At the same time, the Customer is jointly and severally liable under the terms of this Contract together with the Passenger (s), and the actions of the Customer create civil rights and obligations for the Passenger (s) under the terms of this Contract.
3.4. The e-mail address and/or phone number specified when purchasing the Ticket (printed ticket) is used as the Customer's (Passenger's) identifier.
3.5. The Customer who has paid for the Services under this Contract confirms that they have read and unconditionally accept the terms of this Contract. If the Customer is not a Passenger, by paying for the Services, they confirm that they are an authorized person of the Passenger on whose behalf the payment for the Services is made and by paying for the Services, they confirm that they have informed the Passenger of the terms of this Contract and of any other information necessary for the Passenger to receive the transportation services.
3.6. Information about the transportation route, the date and time of the beginning/end of the transportation, the name of the Carrier, etc. are indicated directly in the Ticket (printed ticket) for transportation.
4. RIGHTS AND OBLIGATIONS OF THE PARTIES
4.1. The Customer (Passenger) has the right to:
4.1.1. receive timely and complete information about the conditions and procedure for providing Services;
4.1.2. cancel the service, return the Ticket (printed ticket) and receive back the fare of the Ticket (printed ticket) - depending on the deadline for its return:
· cancellation of the service - 100% of the fare paid by the Customer (Passenger) is returned;
· voluntary cancellation at the Customer's (Passenger's) initiative more than 48 hours before the scheduled departure of the service - 15% of the fare paid by the Customer (Passenger) shall be withheld upon refund;
· voluntary cancellation at the Customer's (Passenger's) initiative more than 24 hours before the scheduled departure of the service - 50% of the fare paid by the Customer (Passenger) shall be withheld upon refund;
· voluntary cancellation at the Customer's (Passenger's) initiative more than 12 hours before the scheduled departure of the service - 75% of the fare paid by the Customer (Passenger) shall be withheld upon refund;
· voluntary cancellation at the Customer's (Passenger's) initiative more than 1 hour before the scheduled departure of the service - 85% of the fare paid by the Customer (Passenger) shall be withheld upon refund;
· voluntary cancellation on the Customer's (Passenger's) initiative less than 1 hour before the scheduled departure of the service - the fare is not refunded.
4.1.3. get a seat in the vehicle according to the purchased ticket;
4.1.4. carry Baggage free of charge within the limits established by this Contract and the Rules of Carriage;
4.1.5. transport pets within the limits established by this Contract and the Rules of Carriage;
4.1.6. other rights provided for in this Contract.
4.2. The obligations of the Customer (Passenger):
4.2.1. before purchasing a Ticket (printed ticket), familiarize yourself with this Contract, the Rules of Carriage, transportation tariffs and other documents posted on the Website or in the Mobile Application and related to transportation, accurately determine the date and time of the trip, schedule and route, ensure the availability of valid travel documents;
4.2.2. to indicate the necessary and reliable information when placing an order for the Service;
4.2.3. to check the correctness of the data specified in the Ticket (printed ticket) immediately after receiving it and, in case of errors, immediately initiate the necessary changes;
4.2.4. to pay for the Services in accordance with the terms of this Contract and the Carrier's tariffs;
4.2.5. to keep the Ticket (printed ticket) and present it upon request of the Carrier;
4.2.6. to arrive early at the place of the scheduled departure;
4.2.7. to have in their possession all duly issued documents required for entry into the countries of destination and transit along the route of carriage, and to present them upon request of the Carrier, its drivers, or persons authorised to carry out control;
4.2.8. to occupy the place specified in the Ticket (printed ticket), keep it and present it in an expanded form upon request of the Carrier, its drivers or persons authorised to carry out control;
4.2.9. to board (disembark) only after the bus has come to a complete stop;
4.2.10. to inform the driver of any lost or forgotten items, documents, or valuables;
4.2.11. to be informed about the customs rules and the procedure for crossing the state borders of the countries along the transportation route;
4.2.12. during the provision of Services, faithfully follow the recommendations of the ticket sales agent / Carrier and its drivers;
4.2.13. to treat the vehicle and its equipment with care and avoid causing any damage to it;
4.2.14. to perform other obligations stipulated by this Contract and by the applicable legislation of Ukraine, as well as the legislation of foreign countries along the route of carriage.
4.3. The Carrier has the right to:
4.3.1. limit or stop the provision of passenger and baggage carriage services in the event of force majeure (force majeure circumstances);
4.3.2. stop the movement of the vehicle in the event of a threat to the life and health of Passengers or other persons;
4.3.3. independently change the terms of the Contract, including adjusting the applicable tariffs, change the terms of this Contract by publishing notices of such changes on the Website, in the Mobile Application;
4.3.4. refuse carriage to the Passenger in the event of a breach of the requirements (provisions) set out in the Rules of Carriage;
4.3.5. refuse the carriage of baggage and items prohibited for carriage under the terms set out in the Rules of carriage, the applicable legislation of Ukraine;
4.3.6. offer Passengers additional paid services;
4.3.7. require the Passenger to comply with the terms of the Contract, the legislation of the countries along the route of carriage, and the requirements of the Rules of Carriage applicable in the territories of foreign countries along the route of carriage;
4.3.8. sell reserved but unpaid seats;
4.3.9. other rights provided for by law and this Contract.
4.4. The Carrier undertakes:
4.4.1. to take measures to provide safe, comfortable, and high-quality Services;
4.4.2. to provide information and consultations on issues raised by Passengers regarding the use of the Services, including the procedure for placing orders, the terms and conditions of seat reservation, carriage of additional Baggage, etc.;
4.4.3. perform other obligations stipulated by this Contract.
5. RULES OF PASSENGER AND BAGGAGE CARRIAGE
5.1. The Passenger must arrive at the bus departure point indicated on the Ticket (printed ticket) no later than 30 minutes before departure and must register with the attendant no later than 20 minutes before the bus departure time indicated on the Ticket (printed ticket).
5.2. If the Passenger is absent from the agreed boarding point and at the time of departure, the carriage shall be deemed cancelled, and all contractual obligations shall be considered terminated at the Passenger’s initiative. In such a case, the cost of the Ticket (printed ticket) shall not be refunded to the Customer (Passenger).
5.3. In the event of force majeure circumstances (circumstances of irresistible force), the boarding point may be changed by the Carrier unilaterally, with prior notice to the Passenger before the bus departs. The Passenger shall be deemed to have accepted the conditions proposed by the Carrier without comments or any claims against the Carrier if the Passenger continues the trip under the conditions offered by the Carrier. Subsequently, the Passenger’s claims regarding any matters related thereto shall not be considered and shall not be subject to satisfaction.
5.4. Boarding shall be carried out at the seats chosen by the Passengers in accordance with the presented Ticket (printed ticket), including taking into account the “Seat Reservation” service. The Carrier has the right to change the seat number chosen by the Passenger.
5.5. Children under 12 years of age are prohibited from sitting in the seats next to the driver, i.e. seats No. 1 and No. 2, as well as front-row seats.
5.6. Children under 12 years of age or under 145 cm in height shall travel using special equipment (child seat/booster).
5.7. Children under 16 years of age shall be carried only with the consent of their parents (adoptive parents) or legal representatives. Children aged 16 and above may be admitted to carriage without being accompanied by adults, provided that they have the permission of one of their parents (legal representative).
5.8. During boarding, the Passenger shall present valid travel documents and hand over their baggage to the baggage compartment. The Passenger has been informed that, in the event of refusal to present documents or absence of any required valid travel document (including expiration of its validity), the Carrier shall have the right to unilaterally terminate the Contract with the Passenger without refunding the cost of the Ticket (printed ticket). The Carrier shall also have the right to refuse carriage to the Passenger if the bus driver has reasonable grounds to suspect that any of the travel documents may cause the Passenger difficulties with border control services and delays when crossing borders.
5.9. The driver of the passenger vehicle shall not admit for carriage Passengers who:
5.9.1. do not have Tickets or fail to present an identification document of the prescribed form confirming their right to fare concessions;
5.9.2. do not have valid travel documents;
5.9.3. are under the influence of alcohol or drugs;
5.9.4. disturb public order;
5.9.5. carry dangerous goods, including flammable, explosive substances, or those that may soil the bus or passengers’ clothing;
5.9.6. present a passport of a citizen of the Russian federation.
In the event that the Passenger is refused carriage in the cases provided for by this Contract, the Contract shall be deemed performed, notwithstanding that the carriage was performed in a volume different from that specified in the Ticket (printed ticket). The fare shall not be refunded, and claims shall not be accepted for consideration by the Carrier.
5.10. In the event that the Passenger is detained at the state border for verification of travel documents, individual inspection, or completion of customs procedures regarding their personal belongings or baggage, the Contract shall be deemed performed, notwithstanding that the carriage was performed in a volume different from that specified in the Ticket (printed ticket). The bus shall have the right to continue the route without the Passenger, their personal belongings, and baggage. The fare shall not be refunded, and claims shall not be accepted for consideration by the Carrier.
5.11. The bus shall make stops along the route in accordance with the schedule, taking into account force majeure circumstances that may arise during the trip and which the Carrier’s driver has no possibility to influence (weather conditions, traffic congestion, detours, actions and decisions of state control authorities, actions and decisions of state and local bodies and administrations, queues at state borders, road traffic accidents involving the bus, and its unforeseen technical malfunction).
5.12. The duration of stops shall be announced by the driver. After the driver announces a stop, the Passenger shall return to the passenger compartment of the bus before the end of the announced time. If the Passenger fails to return to the bus within five (5) minutes after the announced time has expired, the driver shall have the right to continue the trip without the Passenger, and the Passenger who is late shall continue the trip independently. In such a case, the fare shall not be refunded, and claims shall not be accepted for consideration by the Carrier.
5.13. The arrival time indicated on the Ticket (printed ticket) is approximate, taking into account force majeure circumstances that may arise during the trip (weather conditions, traffic congestion, detours, actions and decisions of state control authorities, actions and decisions of state and local bodies and administrations, queues at state borders, road traffic accidents involving the bus, and its unforeseen technical malfunction), including other force majeure circumstances.
5.14. If the Passenger fails to reach the guaranteed transfer or is not delivered to the place of destination provided for in the Carrier’s tickets, the Carrier may provide the Passenger with an alternative route, bus and/or alternative means of delivery to the final destination point. In the event that the Passenger refuses to use the alternative route, bus and/or alternative means of delivery, the Passenger shall be refunded the cost of the unused part of the trip, calculated based on the fare per kilometre.
5.15. The Passenger shall be deemed to have agreed to use the Carrier’s alternative bus and/or alternative means of delivery without any comments or claims against the Carrier if the Passenger continues the trip by the alternative route, bus and/or alternative means of delivery to the destination point offered by the Carrier. Under such circumstances, any subsequent claims of the Passenger in relation thereto shall not be considered and shall not be subject to satisfaction by the Carrier.
5.16. Boarding and disembarkation of Passengers shall be carried out in accordance with the Carrier’s authorisation documents. Boarding and disembarkation at other locations are prohibited. The Passenger is obliged to board the bus at the departure point indicated on their Ticket (printed ticket).
5.17. The schedule does not provide for the disembarkation of passengers within populated areas in violation of the Traffic Rules.
5.18. If there is a delay in the departure of the service for any reason from the departure point or in arrival at the destination point indicated on the Ticket (printed ticket), the Passenger may either use the trip with the amended schedule and/or route, or request a refund for the unused portion of the trip, calculated based on the fare per kilometre. In the event that the Passenger uses the trip with the amended schedule and/or route, any subsequent claims shall not be accepted for consideration by the Carrier.
5.19. If the Passenger arrives for boarding in dirty clothing, in a state of intoxication (including the effects of alcohol or narcotic substances), or otherwise threatens, restricts, or endangers the safety, health, or comfort of other Passengers and/or the crew, behaves inappropriately, aggressively, suspiciously, or does not have valid documents required for crossing the border, the Carrier shall have the right to unilaterally terminate the carriage contract. In such a case, the Passenger shall not be admitted to the trip, and any subsequent claims shall not be accepted for consideration by the Carrier.
5.20. During the trip, Passengers are prohibited from:
5.20.1. Carrying substances or items that are dangerous to human life and health, as well as substances or items that may cause damage to the property of other Passengers.
5.20.2. Consuming any alcoholic beverages.
5.20.3. Smoking in the passenger compartment or in the toilet of the bus.
5.20.4. Interfering with the work of the driver(s) by their behaviour or causing inconvenience to other Passengers.
5.20.5. Placing their feet on the seats or obstructing the passage in the bus.
5.20.6. Lying on the seats or on the floor of the bus.
5.21. For the Passenger’s own safety, and in order to avoid causing harm to other passengers and to the vehicle, it is not recommended to move around the passenger compartment or stand in the aisles of the bus while it is in motion, unless absolutely necessary.
5.22. If the Passenger encounters problems with any state authorities during the trip, or if the Passenger violates the Rules of Carriage, the bus driver shall have the right to independently remove such Passenger from the bus or to contact law enforcement authorities and act in accordance with their instructions. In such cases, the cost of the Ticket (printed ticket) shall not be refunded, and any subsequent claims shall not be accepted for consideration by the Carrier.
5.23. If the Passenger fails to comply with customs and border regulations and is detained at the border, causing a delay of the service exceeding fifteen (15) minutes, the bus driver shall have the right to leave the border in accordance with the bus schedule without the Passenger, and without any compensation for the cost of travel. Any subsequent claims shall not be accepted for consideration by the Carrier.
5.24. The Carrier does not guarantee and shall not be held liable for late arrival of buses at destinations, for transfers to other means of transport or other carriers, or for connection of services, if such delay or failure to arrive occurred through no fault of the Carrier’s drivers and due to circumstances beyond their control (delays at border crossings, weather conditions, traffic congestion, detours, actions and decisions of state control authorities, actions and decisions of state and local bodies and administrations, queues at state borders, road traffic accidents involving the bus and its unforeseen technical malfunction, road repair works, etc.), including circumstances of force majeure, as well as actions of the Passengers themselves that affected the occurrence of such circumstances.
5.25. Special Conditions:
5.25.1. Seats located behind the drivers and panoramic seats may be occupied by Passengers over the age of 14.
5.25.2. In order to ensure the safety of the Passengers themselves, Passengers with reduced mobility (sensory or physical, permanent or temporary, mental) shall be permitted to travel on the bus only when accompanied by another adult person. The accompanying person must not have reduced mobility.
5.25.3. The bus schedule does not provide time for visiting Duty Free shops.
5.25.4. All seats on the bus are equally comfortable. The Carrier reserves the right, without prior notice, to change the Passenger’s seat due to a change of bus, or in order to ensure the safety of passengers and drivers, or to guarantee the highest possible quality of carriage.
5.25.5. If the seat on the bus is equipped with seat belts by the manufacturer, the Passenger shall be obliged to fasten the seat belt while the bus is in motion.
5.25.6. A Passenger on the Carrier’s domestic and international routes is entitled to carry free of charge, in the baggage compartment of the bus, baggage, and in the passenger compartment, on the baggage shelf – hand baggage, the number of items, dimensions and weight of which are determined by the Carrier according to the following parameters:
Free of charge, each passenger may carry two pieces of baggage with a total weight:
-
Poland, Czech Republic, Austria, Slovakia – 40 kg (divided into two bags, each not exceeding 20 kg, with dimensions of 90×60×40 cm) and one piece of hand baggage up to 5 kg;
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Germany, Belgium, the Netherlands, Luxembourg, France, Switzerland – 40 kg (divided into two bags, each not exceeding 20 kg, with dimensions of 90×60×40 cm) and one piece of hand baggage up to 5 kg.
The fare of a discounted ticket includes standard baggage allowances.
When purchasing an additional ticket for one person (“Trip without a neighbour” at -50%), one additional item of baggage (suitcase) of 90×60×40 cm and weighing up to 20 kg may be carried free of charge.
5.26. Additional baggage shall be carried subject to the availability of free space in the bus baggage compartment, and a surcharge of 10% of the Ticket (printed ticket) price shall be charged for each additional baggage item, except for routes to Germany. On routes from Ukraine to Germany, a surcharge of 1.8 EUR per kilogram shall apply; on routes from Germany to Ukraine, a surcharge of 1.8 EUR per kilogram shall also apply. The availability of free space in the bus baggage compartment shall be determined at the time of boarding.
5.27. The Carrier shall have the right to refuse to transport the Passenger’s additional baggage.
5.28. The Carrier shall not assume responsibility for any damage caused to items that are not permitted for carriage in the bus baggage compartment, as well as to fragile items, perishable goods, improperly packed items, or valuables (money, documents, electronic or technical devices, etc.) carried in the bus baggage compartment.
5.29. The Carrier shall not assume responsibility for damage to registered Baggage, including but not limited to broken wheels or handles, lost fastening straps, or minor damage such as cuts, scratches, dents, or stains arising from normal wear and tear and use during the trip. The Passenger shall be personally responsible for the safekeeping of hand baggage.
5.30. The Passenger shall be responsible for the safekeeping of hand baggage in the passenger compartment of the bus. Hand baggage may not be placed in the aisle of the bus or near the panoramic windows.
5.31. Carriage of Animals. In order to ensure transparency, safety, passenger comfort, and humane treatment of animals, the following rules for the carriage of domestic animals shall apply:
5.31.1. Small animals (up to 10 kg):
This category includes small dogs, cats, ornamental birds, and rodents.
Carriage is permitted only in containers, cages, or bags with a waterproof and absorbent bottom.
A Passenger travelling with a small domestic animal may carry it on their lap or place it under the seat, provided that both adjacent seats are purchased by Passengers travelling together, or on a separate seat – subject to purchasing a ticket at the adult fare and using a mat protecting the seat or passenger compartment from soiling.
5.31.2. Medium-sized dogs (10–20 kg):
The animal must be muzzled and kept on a lead (chain or leather strap).
A Passenger travelling with a medium-sized dog may sit in the last row at the rear of the bus. In such a case, the Passenger must purchase, at the full adult fare, the entire rear row (four seats) to ensure sufficient space for the animal and to minimise discomfort for other Passengers.
This service is available only if all such seats are vacant.
The animal shall be placed on the floor using a mat; seats shall not be used for the animal.
5.31.3. Large dogs (20–45 kg):
The animal must be muzzled and kept on a lead (chain or leather strap).
A Passenger travelling with a large dog may sit only in the last row at the rear of the bus or in the seats to the right or left in front of the last row. In such a case, the Passenger must purchase, at the full adult fare, the entire rear row (four seats) and two seats to the right and two seats to the left in front of the rear row, in order to provide space for the animal and minimise discomfort for other Passengers. This service is available only if all such seats are vacant.
The animal shall be placed on the floor using a mat; seats shall not be used for the animal.
5.31.4. Dogs over 45 kg:
Due to the absence of specially equipped vehicles, the carriage of dogs of this category shall not be carried out.
5.31.5. Guide dogs:
The carriage of guide dogs accompanying persons with disabilities shall be permitted provided that the dog is muzzled and kept on a lead (chain or leather strap). The guide dog must remain next to the Passenger whom it accompanies and be kept on a short lead (chain or leather strap). The dog must not exceed a weight of 20 kg. The owner of the guide dog may purchase any seat on the bus where there is an available adjacent seat, and must also purchase such adjacent seat.
5.31.6. If the carriage of a medium-sized or large dog is performed by a Passenger travelling with relatives or close persons (the tickets are purchased under one order), such Passengers shall have the right to occupy the seats within the area purchased for the carriage of the animal.
5.31.7. No more than one medium-sized or large dog may be transported in the passenger compartment.
5.31.8. To avoid problems at state borders, Passengers travelling abroad with domestic animals must comply with the rules established by Resolution of the Cabinet of Ministers of Ukraine “On the Transportation of Animals” No.1402 dated 16.11.2011 and the requirements of the European Union Regulations. Importation of domestic animals into the territory of the European Union countries may be carried out upon availability of the following documents:
• Veterinary passport, which requires:
– microchipping;
– preventive treatment against fleas and worms;
– vaccination against rabies and testing for rabies antibody titre;
• Veterinary certificate Form No.1 or Form 1-VET;
• Pet carrier (container) for transportation of animals.
More information regarding travelling with animals can be found at the following link: dpss.gov.ua/news/peretin-kordonu-z-domashnim-ulyublencem-yaki-dokumenti-neobhidni
5.32. In the absence of valid travel documents for the carriage of animals, the Passenger shall be refused transportation without refund of the paid funds.
5.33. The “Early Booking” service is a preliminary promotional sale of tickets under the following conditions:
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30% – when purchasing a ticket 30–39 days before the departure date;
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40% – when purchasing a ticket 40–49 days before the departure date;
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50% – when purchasing a ticket 50 or more days before the departure date.
5.33.1. Payment for the service shall be made directly upon ordering the ticket.
5.33.2. Funds for tickets purchased under the conditions of the “Early Booking” service shall not be refunded, as such tickets are promotional, and information about the promotion is displayed in the advertisement on the official company website https://klr.com.ua/ and/or in the mobile application (Article 15 of the Law of Ukraine “On Consumer Rights Protection”).
5.33.3. A ticket purchased under the conditions of the “Early Booking” service may be transferred to another date or route, provided that the difference between the amount paid and the full cost of the new ticket is paid (Article 9 of the Law of Ukraine “On Consumer Rights Protection”).
5.33.4. Under the “Early Booking” service, the Passenger shall have the right to free carriage of one piece of baggage (suitcase) with dimensions of 90х60х40 cm and weight up to 20 kg, and one piece of hand baggage with weight up to 5 kg. The Passenger may additionally reserve space for extra baggage by contacting the Support Service.
For a second additional piece of baggage (suitcase) not exceeding the size of 90х60х40 cm and weight of up to 20 kg, the Passenger shall pay for the service at the following rates:
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baggage (suitcase) to the Czech Republic – 700 UAH;
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baggage (suitcase) to Germany – 1000 UAH;
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baggage (suitcase) to Spain – 1200 UAH.
For a third additional piece of baggage (suitcase) or excess weight exceeding the approved baggage allowance established by the company’s rules, an additional payment shall apply as follows:
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to the Czech Republic – 10% of the ticket price;
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to Germany/Spain – 1.8 euros per kilogram.
Payment for the third additional piece of baggage (suitcase) or excess weight shall be made directly to the driver.
5.33.5. The Passenger may transfer a ticket purchased under the “Early Booking” service to an unspecified date not more than once, subject to an additional payment in the amount of the difference between the promotional price and the full ticket price. Such a transferred ticket shall be valid for 45 days from the date of transfer, within which the Passenger must undertake the trip.
5.33.6. If the Passenger fails to undertake the trip with the transferred ticket purchased under the “Early Booking” service within 45 days from the date of transfer, the cost of such ticket shall not be refunded.
5.33.7. The conditions and procedure for trip cancellation and ticket refund provided for in clause 4.1.2 of the Contract shall not apply within the framework of the “Early Booking” service, as such tickets are promotional.
5.34. In case of transferring the ticket to another date, changing the first name, surname, or route, an additional payment in the amount of 10% of the ticket price shall be charged.
5.35. In the event of a repeated transfer of the ticket to another date or route, an additional payment in the amount of 20% of the ticket price shall be charged. At the same time, if the difference between the price of the transferred ticket and the current ticket price for the selected date exceeds 1000 UAH, the Passenger shall pay an additional amount equal to such difference up to the full price of the new ticket.
5.36. A ticket may be transferred for a period not exceeding 45 days, within which the Passenger must undertake the trip. The Passenger may transfer the ticket to another date or route no more than twice.
6. LIABILITY OF THE PARTIES
6.1. In case of non-performance or improper performance of their obligations under the Contract, the Parties shall bear liability as provided by law and by this Contract.
6.2. The Passenger shall treat the bus equipment with care and shall not allow it to be damaged. The Passenger shall bear material liability for any damage caused to the vehicle and shall be obliged to compensate the Carrier for such damage.
6.3. The Carrier shall not be liable for the safekeeping of the Customer’s/Passenger’s baggage, valuables, or documents throughout the entire period of the provision of services under this Contract. The person receiving the Services shall be personally responsible for the safekeeping of their property both within the territory of Ukraine and abroad.
6.4. The Customer shall bear full responsibility for the accuracy of the information provided about themselves and the Passengers, as well as for the validity of the documents submitted. In the event that the Customer/Passenger is unable to travel due to incorrect processing of a passport or other required documents, including for a child, all financial expenses shall be borne exclusively by the Customer/Passenger. If, during the border crossing, it is established that the Customer/Passenger does not possess or possesses improperly executed documents required for crossing the border and this causes losses to the Carrier, the Customer/Passenger shall compensate the Carrier for all such losses, including fines, penalties, legal expenses, and other related costs.
6.5. If the Customer acted without proper authorisation in relation to the purchase of a ticket in the name of a third party (Passenger(s)) and such actions were not agreed with the Passenger(s), the Customer shall bear full personal responsibility for any losses caused to the Passenger(s).
6.6. Incomplete payment by the Customer for the Services under this Contract shall release the Carrier from all liability related to the performance of obligations under the Contract.
6.7. Failure by the Customer (Passenger) to comply with the Rules of Carriage may result in the cancellation of bookings and denial of access to the purchased Services, including the inability to use the Ticket (printed ticket), without refund of the funds spent on its purchase.
6.8. The driver of the passenger vehicle shall have the right to deny boarding to Passengers who do not possess valid travel documents, without refund of the funds spent on the purchase of the Ticket (printed ticket).
7. FORCE MAJEURE CIRCUMSTANCES
7.1. The Parties shall be released from liability for partial or complete non-performance of their obligations under this Contract if such non-performance results from circumstances of force majeure arising after the conclusion of the Contract as a consequence of extraordinary events which the Parties could neither foresee nor prevent by their own actions. Such force majeure circumstances shall include (among others, but not be limited to): natural disasters, military actions, war, embargo, quarantine, pandemic, epidemic, or decisions of public authorities that have made the performance of this Contract impossible. The duration of the force majeure circumstances shall be confirmed by a certificate issued by the Chamber of Commerce and Industry of Ukraine (or its territorial body).
7.2. Upon the occurrence and cessation of the circumstances specified in clause 7.1 of this Contract, the Party for whom the performance of its obligations under this Contract has become impossible shall notify the other Party in writing within 5 working days.
7.3. In the absence of timely notification as provided for in clause 7.2 of this Contract, the Party shall compensate the other Party for losses caused by the failure to provide, or by the delay in providing, such notification, except in cases where such notification was rendered impossible by the action of the force majeure circumstances.
7.4. If the force majeure circumstances continue for more than one month, either Party shall have the right to initiate the termination of this Contract by sending the other Party written notice at least 15 (fifteen) calendar days prior to the anticipated termination date.
8. TERM AND OTHER CONDITIONS OF THE CONTRACT
8.1. This Contract shall enter into force on the date of its acceptance by the Customer (Passenger) and shall remain in effect until the Parties have fully performed their obligations.
8.2. Any disputes concerning the performance of this Contract arising at the initiative of the Customer (Passenger) shall be subject to consideration by the competent court at the location of the Carrier, subject to the observance of the claims procedure. A written claim shall be sent to the Carrier’s registered address. The Carrier shall consider the claim within one month from the date of its receipt, unless otherwise provided by the applicable legislation of Ukraine.
8.3. The Parties have agreed that, in the event of any discrepancies between the terms of this Contract and the provisions of the applicable legislation of Ukraine, the provisions of this Contract shall prevail. In all matters not provided for in this Contract, the Parties shall be governed by the applicable legislation of Ukraine.
8.4. The Carrier and the Customer (Passenger) shall exchange communications by means of electronic correspondence. The Customer (Passenger) agrees that all notices, updates and other communications in electronic form issued by the Carrier shall meet the same legal requirements as those in paper form.
Documents transmitted by the Customer (Passenger) to the Carrier through electronic means of communication (electronic documents) may be taken into consideration by the latter prior to their exchange for original copies.
8.5. The Parties under this Contract shall take all necessary measures to ensure the confidentiality (non-disclosure) of any technological, financial, commercial, confidential or other information and documentation, trade secrets, and personal data of individuals received from the other Party.
9. CARRIER’S DETAILS:
Limited Liability Company “LUX-REISEN BIS”
Unified State Register of Enterprises and Organisations of Ukraine (EDRPOU) Code – 42759248
Registered address: 29011, Khmelnytskyi, Vinnytske shose, 12/2
E-mail: feedback@klr.com.ua
Telephone: +38 (068) 770-60-30 (available 24/7, free of charge from landline and mobile numbers within Ukraine)
(version as of 31 October 2025)