1. Passenger should arrive at the boarding point at least 10 minutes prior to the scheduled departure time.

2. The ticket is an agreement of carriage and is valid for use only according to the data registered on the ticket, i.e. passenger’s name, route line, date and time of departure. The ticket is not transferable.

The operator/carrier of the line has the right in case of necessity to change the passenger’s seat number without preliminary warning.

3. Lost/stolen tickets can be replaced according to the rules of the agency that has issued the ticket. Lost/ stolen tickets with an open date are not replaceable.

4. Refunds for the ticket not used are made only at the agency where it was issued taking into account that the return of the ticket should be registered before the date of departure either at the agency that issued the ticket or by the stewardess of the journey the ticket was bought for. A two-way ticket is possible to return for nullifying either both directions or the return. Refunds are made according to the following rules:

• if the ticket is returned more than 2 hours prior to the departure time, the refund shall comprise 85% of the trip cost;

• if the ticket is returned less than 2 hours prior to the departure time, the refund shall comprise 75% of the trip cost.

The necessary documents for getting the refund are: the ticket with timely marked refusal of the journey, the bill of payment and personal ID document (passport or driving license).

5. No refunds shall be made after the date and time of departure the ticket had been booked for except the delay was caused by disease or accident. In such cases within a month time providing at ECOLINES representative office the documents verifying the case the date of departure can be changed. The refunds for such tickets are not made.

6. Registration of the tickets with an open date or the change of date of departure can be done at any ticket sales agency selling tickets for services run by ECOLINES at least one day prior to the day of already registered date of departure. This service is free of charge at Ecolines representative offices; the other agencies may charge the service according to its rules.

7. Passengers with unregistered open date tickets are allowed to get on a bus only in case of vacant seats on the board. In emergency cases a ticket with an open date may be done by calling +371 7214512, in such cases no complaints about mistakenly registered data are accepted.

8. The passenger is obliged to keep the ticket till the end of the trip and show it to the official checking services. If the passenger is traveling at a discount fare she/he must be able to provide proof of the basis of the discount, at any time throughout the journey.

9. The tariff applied for children up to age 13 yrs traveling on their own is a level higher.

11. Here ‘luggage’ stands for passengers’ personal things packed in bags or suitcases. All the other things are considered as cargo that can be transported only for surcharge in compliance with the fixed rates and only in case of free space in the luggage apartment. More detailed information concerning the luggage and the fixed rates of the transportation services are available at ECOLINES representatives offices, on the coach.

12. The operator, carrying the luggage/cargo in the luggage apartment, takes full responsibility only for its entity but is not responsible for its entirety or technical conditions afterwards. Passenger himself/ herself is fully responsible for the hand luggage taken to the saloon.

13. Passengers are forbidden to transport animals, substances and subjects dangerous for human life and health and those that may damage other passengers’ luggage or property.

14. The operator is not responsible for the following:

• Problems arising on the border-crossings connected with the passenger’s documents or his/ her luggage.
• Bus delay resulting from unfavorable weather conditions or other circumstances beyond the transporting company's control;
• Passengers’ property left in the salon or luggage apartment after the journey.

15. If the passenger arrives for boarding intoxicated, behaves in inadequate way or having documents not valid for traveling, the operator has the right to break the agreement of carriage unilaterally. In such cases the passenger is not accepted for boarding, the stewardess marks on the passenger’s ticket the reason of refusal and the passenger with the marked ticket addresses with the request to Ecolines representative office to view the case.

16. The passengers en route are not allowed the following:

• to drink hard liquors;
• to smoke on the board (incl. WC);
• to behave disturbing the crew or other passengers;
• to put legs on the coach seats or cross the aisle between them.

17. If the passenger during the travel has problems with governmental authorities or violates general conditions of carriage, the crew has the right to set the passenger down the coach. No refund is made in such cases.

18. Complains and objections regarding the journey or other issues related to the services operator offers should be addressed to the Head Office of the operator serving the particular line. The addresses of operators are available at the ticket sales agencies. In extreme cases the claims may be addressed to either of Ecolines representative offices within 1 month after the date of journey. The claims shall be viewed within 30 days from the moment of lodging the claim. The responsibility for the quality of the service fully lies upon the company of the operator.