GENERAL PROVISIONS

These Terms of ticket sales via the website / smartphone application (hereinafter referred to as the conditions of sale) regulate the performance of ticket sales via the website www.hzpp.hr and smartphone application.

The Terms of sale are the appendix to the Tariff 101 – The tariff for the transportation of passengers in domestic traffic, 102 Tariff - The tariff for the transportation of passengers in domestic traffic - Tariff distance, 103 – The tariff for the transportation of passengers in domestic traffic - Prices and Tariffs, 105 - Directory of railway passenger stations.

In case of online ticket buying, General Terms and Conditions of performing station services shall be applied only if the following provisions do not imply otherwise.

TICKET PURCHASE VIA THE WEBSITE / SMARTPHONE APPLICATION

On www.hzpp.hr or via smartphone application users can buy tickets for the internal passenger transport. On every purchase through website and smartphone application user agrees to the relevant Terms of sale.

The user must present the purchased ticket to the conductor on their smartphone or printed.

Since the ticket purchased via website has the name and surname written on it, it can only be used by a passenger whose name and surname are written on the respective ticket.

CONCLUSION OF CONTRACT

When purchasing tickets via the website and smartphone application, a contract of carriage is realized by the delivery of tickets electronically. Confirmation of the purchase received by the user via email is not valid as a transport ticket. If a user, when purchasing tickets via the website / smartphone application, has selected a particular category of discount, when checking tickets on the train, the conductor has the right to ask the user to present their HŽ Putnički prijevoz card according to which the user is entitled to a discount or, in the case of a discount for children aged 6 to 12 years, the conductor may ask for the child’s health insurance card or other document confirming the child’s age.

RETURN AND REPLACEMENT OF TICKETS PURCHASED VIA THE WEBSITE AND SMARTPHONE APPLICATION

Refund of tickets purchased via the website and smartphone application is not possible.
Replacement of tickets purchased via the website and smartphone application is not possible.
Stopover for tickets purchased via the web site and smartphoneapplication is not possible.

RECLAMATIONS AND COMPLAINTS

The passenger has the right to file a complaint in order to protect their rights, which are regulated by the Act on the Regulation of the Railway Services Market (Official Gazette 71/14) and other regulations governing the rights of passengers.

The passenger should file a complaint within 30 days of receipt of the decision of HŽ Putnički prijevoz, i.e., 30 days after notification of the action or omission which has violated the rights of the passenger according to their belief.

After the expiry of 60 days from the date on which the act was committed or when there has been a failure, a complaint cannot be filed.

HŽ Putnički prijevoz shall submit a reasoned reply to the complaint within one month of receiving the complaint. In justified cases, the railway company can deliver a reasoned decision within three months of receipt of the complaint, with the obligation of prior notification to the passenger within one month of receiving the complaint.

The complaint can be filed:

- in writing to the address of HŽ Putnički prijevoz, Zagreb, Strojarska cesta 11

- by email to the address: reklamacije@hzpp.hr

- via the book of complaints, which is located at the cash register.

The complaint will be taken in the procedure only if it contains basic information about the sender (full name, contact information) and the elements that are necessary for solving the issue (the reason for the complaint, date and travel route). Complaints with inappropriate and offensive content will not be taken into consideration.

If the passenger fails to receive a response to the complaint within the prescribed period or is not satisfied with the response, pursuant to the Act on the Regulation of the Railway Services Market, they may file a complaint to the Commission for the complaints of consumers - users of the services of HŽ Putnički prijevoz and simultaneously to the Croatia Regulatory Agency for Network Industries (HAKOM) within 15 days of receipt of the response (if not satisfied with the response), that is, 45 days from submitting the complaint to HŽ Putnički prijevoz (if the response was not received).

HAKOM's decision is binding both for the passenger and the railway company, and it is possible to start an administrative dispute against that decision.

PAYMENT

Tickets purchased via the website and smartphone application may be paid by American Express, MasterCard, Visa, Diners and Maestro.

OTHER

Ticket purchase via the website and smartphone application is available for offers specified in the process of buying over the website and smartphone application.

ENQUIRIES AND CONTACT

For the enquiries relating to the order of transport tickets via the website and smartphone application, users can refer to the Contact Centre of HŽ Putnički prijevoz via phone number:

 +385 (0) 13782583

or emails: informacije@hzpp.hr or prodaja@hzpp.hr