Rules & conditions of passenger carriage services

Purchasing a ticket

Ticket can be purchased:

• Online on the website online.baltichuttle.ee
• At the carrier's partners. A complete list of authorized partners can be viewed on the carrier's website.

When purchasing a ticket, the passenger must provide the following minimum information about himself: first and last name, date of birth, document number, citizenship, contact phone number and e-mail address, points of departure and destination, desired date and time of travel.

If the passenger wishes to receive a privileged reduced fare, then he must provide, if necessary, a supporting document.

Immediately after getting the ticket, the passenger is obliged to check the correctness of all the data in it.

By paying for the ticket, the passenger confirms that he has read and agrees to these rules, which can be found at all agents and on the carrier's website.

Ticket refund and trip cancellation

The passenger has the right to cancel the trip completely (all purchased tickets), or partially (return only part of the tickets).

Please note that instead of canceling your trip, you can exchange your tickets yourself by refunding and purchasing a new ticket.

• If the ticket was returned earlier than 24 hours before the departure of the bus, the passenger will be refunded 80% of the cost of the trip.
• If the ticket was returned within the period from 24 hours to 12 hours before the departure of the bus, the passenger will be refunded 50% of the cost of the trip.
• If the ticket is returned later than 12 hours before the departure of the bus, the money will not be refunded to the passenger.

If you use our services in the future, you can make a refund of 100% of the ticket price to the balance in your personal account. The funds in the balance can be used to purchase tickets for 9 months. If the cost of tickets exceeds the amount of funds on the balance, you will have to pay the difference. The funds on the balance cannot be returned to the bank account, they can only be used to buy new tickets. For more information on how to return tickets to buy new tickets, please see the information on ticket exchange.

Return of tickets purchased online on our website

You can return a ticket purchased online by yourself through your personal account. A link to your personal account can also be found in the Email letter with your tickets. To log in your personal account, you must enter the order number and PIN. Select the tickets you wish to cancel.

The refund will be carried out within 15 business days.

Tickets purchased using a discount code are non-refundable. Their cost can be returned to your personal account balance for the purchase of new tickets within 9 months.

We do not pay refund for tickets if the journey did not take place due to:

• incorrect data on the ticket;
• lack of necessary documents, such as: insurance, visas, travel documents, etc.

Transportation and placement of hold luggage and hand luggage

A passenger can take one piece of hand luggage weighing up to 5 kg into the cabin. Maximum size is 45 × 35 × 20 cm.

All responsibility for hand luggage, which the passenger took with him to the cabin, rests with the passenger.

A passenger can carry one piece of checked luggage free of charge weighing up to 30 kg and measuring up to 180 cm in the sum of three dimensions (length + width + height), not more than 90 cm on any side. An additional piece of luggage can be paid to the bus driver at a rate of €10 or online at our website.

The Passenger's luggage is placed in the luggage compartment.

Bicycles can be carried in the luggage compartment of the bus. For unfoldable bicycle the front wheel must be removed from the transported bicycle and both the front wheel and the bicycle must be packed separately. The packed bicycle must not have any sharp protruding parts. Supplement fee for transporting a bicycle is €25.

It is prohibited to carry luggage if the passenger is not on board.

It is prohibited to carry luggage and/or carry-on luggage that contains items included in the list of prohibited luggage.

Hold luggage and / or hand luggage is considered prohibited if it contains: radioactive, explosive, poisonous, caustic, flammable, strong-smelling and coloring substances, as well as objects and things that are not properly packed, things and objects that can stain or damage the bus.

Rights and obligations of the passenger

The passenger has the right

• receive a transportation service according to the purchased ticket
• obtain concessions in accordance with existing legislation
• carry luggage in accordance with the existing procedure
• exchange the ticket or return it

Passenger is obliged

• arrive at the bus departure point indicated on the ticket and check in no later than 10 minutes before the bus departure time indicated on the ticket
• throughout the trip, carry a valid ticket and proof of identity. If the passenger receives a preferential fare category, he must also have documents confirming the right to receive this fare category, if necessary. Present the above documents to the driver or control service at their request
• comply with the safety rules for travelling, use seat belts throughout the journey, follow all instructions and requirements of the driver
• ensure that hand luggage or other items do not pose a threat or hindrance to other passengers.

Passenger is prohibited

• be in the cabin of the bus in a state of obvious alcohol or drug intoxication, in dirty clothes, drink alcoholic beverages, smoke and disturb other passengers in any way
• open/close windows and sunroofs without the permission of the driver
• prevent the opening/closing of doors and block the driver's view
• interfere with the driver or interfere with the work of the control service
• break, damage or soil the bus or passenger compartment
• endanger yourself or other passengers.

Rights and obligations of the carrier

• The carrier does not bear any responsibility for the delay from the schedule for objective reasons. Such as weather conditions, traffic jams, road works due to the actions of state bodies, queues at the borders, customs or passport control, etc. Also due to the actions of the passenger affecting the fulfillment of the obligations of the carrier and other reasons that the carrier was not able to foresee or prevent, despite all the measures taken.
• The carrier is not responsible for the content or safety of luggage in the luggage compartment, as well as for the destruction or loss of valuable items of passengers (jewelry, photo and video equipment, money, checks, documents, fragile items) that are stored in the passenger's luggage.
• In case of damage to luggage due to the fault of the carrier, the carrier shall indemnify the damage in the amount of up to 200 euros. In case of damage in excess of 200 euros, this amount is subject to compensation by the insurance company if the luggage was insured by the client.

In the event that the bus cannot depart due to the fault of the carrier, the carrier will arrange for the replacement of transport at the earliest opportunity. In addition, the carrier must:

• on the basis of the passenger's application, refund him 50% of the ticket price if the bus arrived at the destination with a delay of 2 hours or more;
• on the basis of the passenger's application, refund him 100% of the ticket price if the bus arrived at the destination with a delay of 5 hours or more.

The carrier has the right to refuse the passenger to provide the service and refuse to return the money for the ticket if the passenger:

• when boarding the bus or during the trip, did not present a valid ticket, an identity document or a document confirming the preferential fare category;
• the name and/or surname of the passenger is incorrectly indicated on the valid ticket;
• the passenger did not arrive for boarding or did not board the bus by the time indicated on the ticket at the designated point of departure;
• the passenger did not board the bus by the announced departure time at the intermediate stop;
• is in a state of obvious alcohol or drug intoxication;
• threatens or otherwise causes discomfort to other passengers;
• interferes with the performance or safety of the trip in any other way;
• presents incorrectly drawn up documents necessary for crossing the border, or there are none.

Due to misunderstanding between the passenger and government authorities regarding visas, passports, any types of insurance, smuggling, etc. The carrier has the right to leave the passenger at the border or act in accordance with the legal requirements of the authorities.

In this case, the cost of the ticket or part of it is not refundable.

Any complaints or claims against the carrier are accepted for consideration if they were submitted no later than 14 days after the trip. The carrier provides the passenger with an official response within 14 days from the receipt of the claim. If the carrier needs more time to consider a complaint or claim, the carrier shall notify the passenger of this within 14 days and must indicate the amount of additional time required.

The carrier reserves the right to make changes to these rules, change prices and schedules.

A passenger who has a ticket for a trip, the schedule of which has been changed, and the changes made do not suit him, the carrier is obliged to refund him the full cost of the ticket.
If the trip has been cancelled, the carrier shall refund the passenger the full cost of the ticket.

Transportation of animals

Transportation of animals on our buses is allowed only for dogs and cats in a carrier, while it is necessary to purchase a second ticket of the Adult category in the name of the passenger (seats must be nearby) carrying the animal (the animal must have all the necessary documents for the border). Up to two animals can be carried in one carrier.

If the passenger was found with an animal not during boarding, but during the trip, the carrier has the right to drop the passenger at the nearest settlement or border.