Terms of Service ver. 3.00 (effective from 13.11.2025)

  1. 1. GENERAL INFORMATION

    1. 1.1. These Terms of Service set out the legal principles and rules for using the PolishTrains.eu Website, including the provision of services by electronic means.
    2. 1.2. The owner and operator of the PolishTrains.eu Website is TravelTECH sp. z o.o. [limited liability company] with its registered office in Krakow, ul. prof. M. Życzkowskiego 20, 31-864 Kraków, entered into the Register of Entrepreneurs kept by the District Court for Kraków-Śródmieście, 11th Commercial Department of the National Court Register, under KRS number 0000258229, NIP [Tax ID] 6751345369, REGON [Business Registration Number]: 120268474, with share capital of PLN 51,100.00 (fifty-one thousand one hundred zloty), tel. 12 345 16 61 (call charges according to the operator's tariff), offering the services described below to the Users as referred to in these Terms of Service – hereinafter referred to as the 'Website Operator'.

  1. 2. GLOSSARY OF TERMS

    1. 2.1. Ticket – a document purchased or bought on the PolishTrains.eu Website at the User's request from the Carrier, entitling the User or another person who is a Passenger to use the rail transport service of a given Carrier and/or another service provided by the Carrier, purchased or available in conjunction with the transport service.
    2. 2.2. Customer Service Centre or CSC – a service provided as part of the PolishTrains.eu Website using individual means of communication, enabling the purchase of a Ticket from selected Carriers at the User's request, together with payment, delivery, refund or exchange of the Ticket, as well as obtaining other support and service in relation to the services provided by the PolishTrains.eu Website.
    3. 2.3. Electronic Payment Instrument – any payment instrument, including remote access to funds, enabling the holder to perform transactions using electronic data carriers or electronic identification of the holder necessary to perform the transaction, in particular electronic money instruments, online transfers or Payment cards.
    4. 2.4. Payment Card – an electronic payment instrument that allows for the unambiguous identification of the issuer and the authorised holder, entitling the holder to make payments, and in the case of a card issued by a bank or an institution authorised by law to grant credit – also to make payments using credit, within the meaning of Article 4(1)(4) of the Act of 29 August 1997 – Banking Law.
    5. 2.5. Payment Operator – an external entity authorised to process data in order to enable payments to be made using Electronic Payment Instruments.
    6. 2.6. Privacy Policy – the privacy and cookie policy applicable to the PolishTrains.eu Website available at https://www.polishtrains.eu/privacy-policy.
    7. 2.7. Carrier – a Polish or foreign transport company providing licensed rail passenger transport services in Poland or other countries.
    8. 2.8. Terms of Service – these terms of service of the PolishTrains.eu Website available at https://www.polishtrains.eu/terms.
    9. 2.9. PolishTrains.eu Website – a website operated at https://www.polishtrains.eu together with the application and other domains owned by the Website Operator, as well as the Customer Service Centre, providing services and information on collective rail transport, as well as enabling the placement of orders, purchases, payments and delivery of Tickets, as well as their refund, exchange or lodging complaints.
    10. 2.10. Means of individual communication – telephone, e-mail or instant messenger.
    11. 2.11. Ticket Purchase – an action performed by the Website Operator on behalf of the User consisting in the purchase of a Ticket via the PolishTrains.eu Website, in accordance with the User's order placed on the basis of the Terms of Service.
    12. 2.12. User – a person using the PolishTrains.eu Website. The User may also be referred to as a 'Passenger' (to the extent that the Terms of Service apply to services provided to rail passengers), 'Customer' or 'Recipient'.

  1. 3. USER RESPONSIBILITY FOR USING THE POLISHTRAINS.EU WEBSITE

    1. 3.1. Use of the PolishTrains.eu Website is possible subject to acceptance of all provisions of the Terms of Service. Such acceptance constitutes a declaration of intent and entails legal obligations between the User and the Website Operator.
    2. 3.2. The User has the right to use the Terms of Service free of charge, to reproduce, copy, distribute and record them, with the exception of further publication and commercial use.
    3. 3.3. The User agrees to comply with the Terms of Service upon taking steps to use the services provided through the PolishTrains.eu Website, including the Customer Service Centre and services provided by electronic means.
    4. 3.4. The User declares that they have full legal capacity and the ability to enter into legally binding commitments, and that they are aware of their responsibility for their own actions resulting from the use of the PolishTrains.eu Website.
    5. 3.5. The User declares that they use the services provided within the PolishTrains.eu Website on their own behalf and on their own responsibility, and in the case of acting on behalf of a third party, including minors, that they have a legally valid authorisation and bear full responsibility for acting without authorisation or exceeding its limits.
    6. 3.6. The User declares that they shall use the PolishTrains.eu Website personally and directly, solely for the purpose and within the scope of the available services described in these Terms of Service, exclusively in a manner consistent with applicable law, avoiding any unlawful activities. In particular, the following is prohibited:
      1. 3.6.1. downloading (including automatic downloading), further distribution in any form and through any channel, processing in whole or in part of the information presented on the PolishTrains.eu Website,
      2. 3.6.2. using the PolishTrains.eu Website or the content presented therein for any purpose not related to the planned trip,
      3. 3.6.3. taking actions that may lead to overloading the PolishTrains.eu Website, violating or circumventing the security measures implemented on the Website,
      4. 3.6.4. modifying or falsifying data or documents at any stage on the PolishTrains.eu Website, including payments and Ticket Purchase orders.
    7. 3.7. It is prohibited for the User to use false data on the PolishTrains.eu Website, in particular to place an order using a false name or someone else’s name without valid authorisation, and to make payments for ordered services using, among other things, a false or someone else’s credit card without authorisation.

  1. 4. LIMITATION OF LIABILITY

    1. 4.1. The Website Operator does not guarantee that the results obtained and presented to the User in the search process on the PolishTrains.eu Website are up to date and represent options available for purchase. At the same time, it points out that the PolishTrains.eu Website and other ticket search systems belonging to third parties may display other offers for services similar to those searched for by the User. Obtaining search results, until the User places an order with the Website Operator to purchase a Ticket (i.e. placing an order for a transport service via the PolishTrains.eu Website and paying for it), does not create an obligation on either party to purchase a Ticket or other services of Carriers and other third parties presented or priced by the PolishTrains.eu Website, including the Customer Service Centre.
    2. 4.2. The parties to the contract of carriage or performance of any other service related to carriage offered through the PolishTrains.eu Website are always a specific Carrier and the User. Liability for failure to perform or improper performance of the contract of carriage or related services shall always be borne by specific Carriers. The name of the Carrier is made available to the User each time during the ordering process, before the final purchase, as well as after the order and on the issued ticket. The performance of the contract of carriage and the consideration of the complaint procedure are subject to the general terms of service of the Carriers, specified during the Ticket Purchase ordering process. The Carriers’ regulations are available on the PolishTrains.eu website at: https://www.polishtrains.eu/terms/carriers-terms.
    3. 4.3. The Website Operator does not guarantee that the use of the PolishTrains.eu Website will be free from faults, defects, interruptions or inability to connect to third-party systems, nor that the search results will meet the User’s expectations in terms of the substantive content, accuracy or usefulness of the information obtained. The data made available on the PolishTrains.eu Website is subject to change over time and depends on the current offers of third parties and the availability of transport services, and prices are not guaranteed until the service is purchased on the terms specified by those entities.
    4. 4.4. The Website Operator shall not be liable for any damage incurred by the User resulting from the cancellation or delay of a journey due to a strike by the Carrier’s employees or other services whose proper functioning is necessary for the proper provision of the transport service purchased by the User or the performance of other services specified in the Terms of Service. The Website Operator shall also not be liable for any damage resulting from force majeure. The Website Operator acts solely as an entity providing an information service. The Website Operator does not provide transport services, nor does it provide paid services suggesting the selection of any of the Carriers’ offers and therefore is not liable for the selection made by the User.
    5. 4.5. The PolishTrains.eu Website operates 24 hours a day, 7 days a week. During this time, it is possible to use this website, subject to the provisions of items 4.6 and 4.7.
    6. 4.6. The Website Operator reserves the right to interrupt the availability of the PolishTrains.eu Website as a result of the Carriers’ sales systems being down due to, for example, technical or maintenance breaks or failures. The Website Operator is not responsible for the operation of the Carriers’ or other third parties’ systems.
    7. 4.7. The Website Operator also reserves the right to interrupt the provision of services and operation of the PolishTrains.eu Website in the event of technical or maintenance works or in the event of a failure.

  1. 5. PERSONAL DATA PROTECTION

    1. 5.1. Any and all personal data provided by Users when using the PolishTrains.eu Website is processed in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC – hereinafter referred to as the 'Regulation' – and other applicable regulations.
    2. 5.2. The Website Operator is the controller of Users’ personal data.
    3. 5.3. Detailed information on the methods, purposes and grounds for processing Users’ personal data, as well as the policy on the use of cookies on the PolishTrains.eu Website, is available in the Privacy Policy. Privacy Policy.

  1. 6. ORDER PLACEMENT, TICKET PURCHASE, METHODS OF PAYMENT AND DELIVERY OF TICKETS AND INVOICES

    1. 6.1. By using the PolishTrains.eu Website, the User can search for train connections of interest and related offers available from Carriers. By selecting one of the Ticket Purchase offers presented in this way, the User may place an order. A Ticket Purchase order on the PolishTrains.eu Website is placed by providing the necessary data in the personal form, accepting the Terms of Service and proceeding to payment.
    2. 6.2. The User may contact Customer Service Centre to search for train connections of interest and related offers available from Carriers. By selecting one of the offers presented by Customer Service Centre, the User may request a quote along with the available payment methods. After receiving a quote for the selected offer, the User, by making a payment for the amount specified in the quote, accepts the Terms of Service and places an order for the Ticket Purchase.
    3. 6.3. By placing an order for the Ticket Purchase referred to in items 6.1. and 6.2. above, the User, subject to receipt of the required payment by the Website Operator, places an order and authorises the Website Operator to purchase a Ticket on their behalf, hereinafter referred to as the 'Ticket Purchase Order'.
    4. 6.4. Ticket Purchase Order rules.
      1. 6.4.1. The User agrees to provide true and correct personal data in the personal form on the PolishTrains.eu Website or when contacting Customer Service Centre.
      2. 6.4.2. Before ordering a Ticket, the User is obliged to read and accept the Terms of Service, as well as to read the fare conditions for the selected connection and the discounts offered by the Carriers to which the User is entitled – understanding the conditions governing a given fare will help the User to choose the most attractive connection in terms of price and will also minimise the costs of a possible cancellation of the Train Ticket.
      3. 6.4.3. Before placing a Ticket Purchase Order, the User receives information about the selected connection, the Ticket price, possible methods of payment, and the service fee.
      4. 6.4.4. Before ordering a Ticket, the User is obliged to check the correctness of the information provided on the PolishTrains.eu Website or during contact with the Customer Service Centre, in particular:
        1. 6.4.4.1. personal data necessary for the Ticket Purchase,
        2. 6.4.4.2. the selected connection (including the departure and destination stations, classes, possible discounts or reductions from Carriers, dates and times of departure and arrival),
        3. 6.4.4.3. information about the deadline for paying the Ticket Purchase price in the amount indicated during the search,
        4. 6.4.4.4. Ticket refund/exchange conditions.
      5. 6.4.5. On some routes, transport may be partially provided by other means of transport, e.g. buses (including Replacement Bus Services in Poland or in Switzerland) – such information may be disclosed in the train description – for example, instead of ‘Train 12345’, the word ‘Car’ may be used.
      6. 6.4.6. The Website Operator recommends caution when booking connections with short transfer times, pointing out that there is a risk of delays in connections provided by Carriers.
      7. 6.4.7. The User is obliged to keep data related to the journey (in particular the Ticket number, order number, journey details and date, and passenger details) confidential, except where it is necessary to disclose it to Carriers for purposes such as checking the right to travel, the validity of the Ticket or discounts, and shall be liable for any loss of confidentiality.
    5. 6.5. Rules for determining and informing about the price and purchasing a Ticket.
      1. 6.5.1. Ticket Purchase is a one-off transaction and is also subject to the terms, conditions and regulations specified by third parties – Carriers.
      2. 6.5.2. The Ticket Purchase price consists of: the Ticket fee payable to the Carrier and the service fee payable to the Website Operator.
      3. 6.5.3. The service fee is charged for:
        1. 6.5.3.1. carrying out the process of selecting and placing a Ticket Purchase order with the option of making a payment,
        2. 6.5.3.2. searching for and pricing the Ticket with the option of making a payment through the Customer Service Centre,
        3. 6.5.3.3. Ticket Purchase,
        4. 6.5.3.4. enabling the refund or exchange of a Ticket via the form made available to the User on the PolishTrains.eu Website or via Customer Service Centre,
        5. 6.5.3.5. delivery of the Ticket in electronic form; in the case of paper Tickets, there may be an additional cost of delivering the Ticket to the User by courier – this cost depends on the price list of the courier company and is determined individually.
      4. 6.5.4. The Ticket Purchase price varies over time and depends on the selected train connection and Carrier.
      5. 6.5.5. At the connection search stage, the Website Operator provides estimated Ticket Purchase prices and does not guarantee the accuracy of the estimated information.
      6. 6.5.6. The Website Operator is unable to compare Ticket Purchase prices, including fees for Tickets and other Carrier services over successive days, and only has access to the fee information published by Carriers at a given time.
      7. 6.5.7. The Ticket fee is determined by the Carrier and is expressed in PLN or another currency specified on the PolishTrains.eu Website or communicated to the User by the Customer Service Centre via Individual means of communication. The Website Operator is not responsible for the final amount of the Ticket fee and/or other Carrier services.
      8. 6.5.8. The service fee varies and may depend, among other things, on the price of the Ticket, the date of service provision, the time between service provision and the planned journey, the route, the country of travel, the language of the Ticket Purchase Order handling, and the form of the Ticket and the method of its delivery to the User.
      9. 6.5.9. Due to the fact that the amount of the service fee depends on factors whose value varies over time and cannot be determined by the Website Operator on a permanent basis, the Ticket Purchase shall be made at the price available at the time of receipt of payment by the Website Operator or, in the case of payment by Electronic Payment Instrument, at the time of Ticket issuance.
      10. 6.5.10. The User shall receive information about the final amount of the Ticket fee and service fee, which constitute the Ticket Purchase price, prior to purchasing the Ticket. If the final Ticket Purchase price at the time of posting the payment to the Website Operator’s account is higher than the price specified when placing the Ticket Purchase Order, the Website Operator may:
        1. 6.5.10.1. refund the User the entire amount paid by them for this purpose in the nominal amount,
        2. 6.5.10.2. suspend the Ticket Purchase, while informing the User about the increase in the Ticket Purchase price – in this case, the User may:
          1. 6.5.10.2.1. pay the missing amount in order to purchase the Ticket,
          2. 6.5.10.2.2. cancel the Ticket Purchase, in which case the amount previously paid for this purpose shall be refunded to the User in the nominal amount.
        3. Refunds of amounts paid in the cases referred to in this section shall be made within 7 days of receiving information from the User about the cancellation of the Ticket Purchase, to the bank account or Payment Card from which the payment was made or to another account specified by the User.
      11. 6.5.11. Upon receipt of the Ticket Purchase Order, the Website Operator may contact the User to verify the User’s details and confirm the offer. If it is impossible to contact the User or there is no need to do so, the Website Operator shall purchase the Ticket based on the details provided by the User and in accordance with the terms of service specified in the Ticket Purchase Order.
      12. 6.5.12. If the journey requires additional services (e.g. travelling with an animal, excess baggage, special cabin baggage, unaccompanied child, additional care for a passenger, assistance for a disabled person, etc.), it is necessary to contact the Customer Service Centre.
      13. 6.5.13. After receiving the Ticket Purchase Order, the Website Operator reserves the right to refuse to process it if the fare selected by the User is not in accordance with its intended purpose. The fare conditions are determined by the Carrier, and the Website Operator has no influence on them.
      14. 6.5.14. The use of the PolishTrains.eu Website and viewing the published information without placing a Ticket Purchase Order are free of charge.
      15. 6.5.15. In the event of promotions or discounts, the Website Operator shall publish their amounts and terms and conditions on the PolishTrains.eu Website.
    6. 6.6. Payment methods:
      1. 6.6.1. The following payment methods are accepted:
        1. 6.6.1.1. online bank transfer;
        2. 6.6.1.2. transfer of funds from a payment account;
        3. 6.6.1.3. payment using the deferred payment option;
        4. 6.6.1.4. Payment Card or other similar Electronic Payment Instrument;
        5. 6.6.1.5. other special payment methods provided for in the process of ordering a ticket via the PolishTrains.eu website or Customer Service Centre (e.g. BLIK).
      2. 6.6.2. payment by bank transfer can only be made for Ticket Purchase Orders placed at least 7 business days in advance of the departure date in the case of paper tickets and 5 business days in advance in the case of electronic tickets, provided that the railway price fare allows this. When selecting ‘bank transfer’ as the payment method, the User is obliged to pay the Ticket Purchase price due to the Website Operator within the deadline (whereby the deadline is understood as the moment when the transfer is credited to the Website Operator’s account):
        1. 6.6.2.1. 24 hours from the moment of placing an order on the PolishTrains.eu Website or receiving a quote from the Customer Service Centre, if there are no more than 10 days left until the date of departure,
        2. 6.6.2.2. 48 hours from the moment of placing an order on the PolishTrains.eu Website or receiving a quote from the Customer Service Centre, if there are more than 10 days left until the date of departure.
      3. 6.6.3. In the case of the above-mentioned bank transfer, it should be made to the following account: TravelTECH sp. z o.o., ul. prof. M. Życzkowskiego 20, 31-864 Kraków, ING Bank Śląski IBAN account number: 69 1050 1445 1000 0090 8013 9703.
      4. 6.6.4. The payment title – description for the bank transfer should read: Zamówienie nr XXXXXXX [Order No. XXXXXXX], where X stands for the order number. Ticket Purchase Orders paid by bank transfer are processed by the Website Operator no later than on the next business day after the date on which the amount due for the purchased ticket was credited to the above-mentioned account. Posting takes place on business days until 5 p.m.
      5. 6.6.5. The Website Operator shall not be liable for any delays in the execution of transfers by banks, including if the Ticket Purchase was not completed for this reason.
      6. 6.6.6. In the case of payment by online bank transfer, using the deferred payment option, online transfer, Payment Card or other special payment method (e.g. BLIK), depending on the Carrier, the Ticket Purchase shall take place immediately or by the end of the next business day at the latest.
      7. 6.6.7. Payments by online transfer or Payment Card are made through authorised Payment Operators. If, during the ordering process, the User selects this form of payment, after completing their personal details and confirming the terms of service, they shall be redirected to the Payment Operator’s website, where they shall make the payment. Abandoning the payment process does not result in an obligation to pay on the part of the User and does not result in the Ticket Purchase. After the payment process has been completed successfully, the User shall be redirected to the PolishTrains.eu Website, where a confirmation of the Ticket Purchase will be displayed, or the User shall receive such confirmation by e-mail sent to the e-mail address provided in the Ticket Purchase Order.
    7. 6.7. Form and delivery of the purchased Ticket.
      The form in which a specific Ticket is available is determined by the Carrier and is displayed during the Ticket Purchase Order.
      1. 6.7.1. Electronic Tickets – are generated and delivered via the PolishTrains.eu Website by e-mail or made available via a link provided by a text message to the e-mail address and telephone number provided by the User in the Ticket Purchase Order. In some cases, they may be delivered in an e-mail sent directly by the Carrier. In the case of domestic carriers’ rail tickets, they are sent within 30 minutes of the User’s successful payment. Rail tickets from foreign Carriers are sent by the end of the business day following the day on which the User has made a successful payment.
        Note – A Ticket sent in electronic form is considered delivered upon successful completion of data transmission related to sending an e-mail on the part of the Website Operator’s infrastructure. If the User is unable to find the message sent from the PolishTrains.eu Website, they should first check all folders of the e-mail client used, where unwanted messages (SPAM) are collected, and then contact Customer Service Centre in order to change the e-mail address to which the Ticket shall be resent. Before resending the Ticket, the Website Operator has the right to verify the User’s data by confirming the information provided during the Ticket Purchase Order.
      2. 6.7.2. Tickets printed at the railway station – In order to use this option, if available, the User is required to arrive at the railway station in advance and follow the instructions received in an e-mail sent via the PolishTrains.eu Website to the e-mail address provided by the User in the Ticket Purchase Order. The User should print the Ticket at least 30 minutes before the train departure. Tickets printed at the station must be validated on the platform/station before boarding the train to which the Ticket applies. In the case of several Tickets for different trains, they must not be validated at the first station. They must be validated separately at each of these stations before boarding the relevant train. Once printed at the station, the ticket is non-refundable and non-exchangeable. It is recommended to print all tickets at the first station, as this may not be possible at another station or the time allowed for changing trains may not be sufficient to do so. The Service Operator is not responsible for the manner and effect of the User’s compliance with the instructions provided to them regarding the handling of Tickets printed at the railway station.
      3. 6.7.3. Paper tickets – delivered to the address specified by the User as a courier shipment. Depending on the country of the recipient, the Ticket may be delivered within 3 business days (within Poland) or up to 5 or more business days (outside Poland) from the date of issue. The Website Operator shall not be liable for the User’s failure to collect the Ticket or for the failure to deliver it on time. This applies in particular to situations where the User is absent from the specified delivery (service) address.
      4. 6.7.4. It is not possible to reissue a Ticket printed at the station or a paper Ticket delivered by courier. The User is responsible for having a valid printed Ticket during the journey. Electronic Tickets sent by e-mail may be printed multiple times and must be carried on the train in printed or electronic form, together with a document with a photograph confirming the Passenger’s identity.
      5. 6.7.5. The User, bearing in mind the need to protect the data contained in the Ticket, is obliged to apply adequate security measures, in particular:
        1. 6.7.5.1. maintain the confidentiality of data processed in the e-mail account and on end devices (e.g. computer, telephone) to which the Ticket was delivered,
        2. 6.7.5.2. use strong and unique passwords (at least 8 characters, lowercase and uppercase letters, special characters or numbers) for accounts and devices to which the Ticket has been delivered,
        3. 6.7.5.3. not disclose passwords to third parties,
        4. 6.7.5.4. use two-factor authentication where technically possible.
    8. 6.8. Cancellation or changes through the fault of the Carrier
      1. 6.8.1. The Website Operator shall not be liable for any cancellations or changes made by the Carrier in relation to orders placed or Tickets purchased for Users, in particular those relating to transport services. This information shall only be sent to the User if it has been obtained in advance from the Carrier. Any claims resulting from cancellations or changes, including delays in the trains of a given Carrier, should be addressed by the User to that Carrier. Carriers are liable under the terms of the Regulation of the European Parliament and of the Council of 23 October 2007 public passenger transport services by rail. Before placing a Ticket Purchase Order, the User is required to read the indicated terms of service of liability.
    9. 6.9. Ticket refund
      1. 6.9.1. The User has the right to instruct the Website Operator to request a refund from the Carrier for a train ticket purchased as part of a Ticket Purchase Order, provided that the conditions for refund imposed by the Carrier are met and the request is made before the date specified as the departure date. Paper Tickets are refunded only after they have been physically sent to the address of the Website Operator (TravelTECH sp. z o.o. ul. prof. M. Życzkowskiego 20, 31-864 Kraków). The Ticket should be delivered before the deadline for refunds. If it is impossible to meet this condition, the Ticket should be stamped at the railway station as unused and sent to the Website Operator. In such a case, however, the decision on the refund is made by the Carrier after the complaint procedure has been carried out, and this decision is independent of the Website Operator.
      2. 6.9.2. In the case of Tickets purchased for several passengers, the declaration of intent made by the person paying for a given Ticket shall be decisive for the refund of the Ticket, unless the persons paying for individual Tickets within a single Ticket Purchase Order were clearly indicated in the Ticket Purchase Order.
      3. 6.9.3. In all cases, the refund of a Ticket is subject to a deduction of a cancellation fee charged by the Carrier and a service fee charged by the Service Operator.
      4. 6.9.4. Certain fares, specified in the Carriers’ regulations, do not allow for any changes to be made to the Ticket or for it to be refunded before the start of the journey (cancellation of the journey results in the total loss of the payment made).
      5. 6.9.5. Ticket refund methods:
        1. 6.9.5.1. Tickets purchased on the PolishTrains.eu Website – via the form available on the PolishTrains.eu Website in the Refunds and Exchanges section, providing details identifying the Ticket being refunded, such as the order or Ticket number and the e-mail address provided on the PolishTrains.eu Website during the ordering process. After correctly completing the form, the User shall be redirected to the PolishTrains.eu Website to complete the Ticket refund process – in accordance with the instructions provided there. Interruption of the Ticket refund process at any stage implies abandonment of the Ticket refund and results in no refund being made,
        2. 6.9.5.2. All Purchased Tickets – by e-mail – by sending an appropriate message to the Customer Service Centre at contact@polishtrains.eu – in order to identify the User, the message should be sent from the e-mail address or telephone number provided during the Purchase Order process for the Ticket ‘being refunded’.
        3. 6.9.5.3. All Purchased Tickets – by contacting Customer Service Centre by telephone at the numbers provided on the PolishTrains.eu Website – for identification purposes, the User should call from the same telephone number that was provided during the Purchase Order process for the Ticket ‘being refunded’.
      6. 6.9.6. The amount due to the User for the Ticket being refunded shall be sent to the User by the same method by which the payment for the Ticket was made, within 7 business days from the date of receipt by the Website Operator of the amount from the Carrier and to the same account or Payment Card from which the payment for the Ticket was received. The date of refund shall be deemed to be the date on which the Service Operator’s bank account is debited.
      7. 6.9.7. Seat tickets or other extras purchased by the User for the Ticket – due to the regulations of the Carriers, these are usually non-refundable, unless otherwise indicated before the Ticket Purchase Order.
    10. 6.10. Ticket exchange
      1. 6.10.1. Depending on the conditions specified by specific Carriers, the User may be authorised to exchange the purchased Ticket for another one. Ticket exchange is possible only if there are free seats on the train on which the User wishes to travel and:
        1. 6.10.1.1. in the case of electronic Tickets – at least one hour before the departure of the train indicated on the Ticket being exchanged or the train on which the User ultimately wishes to travel, with the decisive date and time being the date and time of departure of the earlier train,
        2. 6.10.1.2. in the case of paper Tickets – the Ticket exchange procedure must be agreed in advance with the Customer Service Centre each time.
      2. 6.10.2. Ticket exchange methods:
        1. 6.10.2.1. Tickets purchased on the PolishTrains.eu Website – using the form available on the PolishTrains.eu Website in the Refunds and Exchanges section, providing details identifying the Ticket to be exchanged, such as the order or Ticket number and the e-mail address provided on the PolishTrains.eu Website during the ordering process. After completing the form, the User shall be redirected to the PolishTrains.eu Website to complete the Ticket exchange process – in accordance with the instructions provided there. Interruption of the Ticket exchange process at any of the stages implies abandonment of the Ticket exchange and results in no exchange,
        2. 6.10.2.2. All Purchased Tickets – by e-mail – by sending an appropriate message to the Customer Service Centre at contact@polishtrains.eu – in order to identify the User, the message should be sent from the e-mail address or telephone number provided during the Purchase Order process for the Ticket ‘being exchanged’.
        3. 6.10.2.3. All Purchased Tickets – by contacting Customer Service Centre by telephone at the numbers provided on the PolishTrains.eu Website – for identification purposes, the User should call from the same telephone number that was provided during the Purchase Order process for the Ticket ‘being exchanged’.
    11. 6.11. Due to the requirement to identify the User, the Website Operator reserves the right to refuse to refund or exchange a Ticket if the message in this regard was sent to it from an e-mail address or telephone number other than that provided in the Purchase Order process for the Ticket being refunded or exchanged.
    12. 6.12. In the case of requesting a Ticket exchange by telephone or e-mail to the Customer Service Centre or via the form available on the PolishTrains.eu Website, some Carriers require clear information about the Ticket being exchanged and the route, date, time, number and type of passengers. The lack of this information or its ambiguity may prolong or completely prevent the Ticket exchange process. In the above-mentioned cases, when processing an exchange request, a Customer Service Centre consultant shall verify the possibility of exchange and calculate the possible refund or additional payment amount. If an additional payment is required, an e-mail shall be sent to the User containing a link to make the payment on the payment Operator’s website. In the case of a refund, the amount shall be refunded to the User to the same account or Payment Card from which the payment for the Ticket was received, within 7 business days from the date of the effective refund, without the need for additional contact from the User.
    13. 6.13. Issuing invoices and method of delivery
      1. 6.13.1. An electronic invoice shall be issued to the Customer for services purchased through the PolishTrains.eu Website or Customer Service Centre. By making a purchase and accepting these Terms of Service, the User agrees to receive electronic invoices within the meaning of Article 2(31) and (32) in accordance with Article 106n(1) of the Act of 11 March 2004 on goods and services tax.
      2. 6.13.2. Electronic invoices for services shall be delivered only if the User has expressed such a wish on the PolishTrains.eu Website by ticking the appropriate box and providing the necessary data for issuing the invoice in the form or by sending – on the day of placing the Ticket Purchase Order via the Customer Service Centre an e-mail to contact@polishtrains.eu with the necessary details and a request to issue and send an invoice. The User is obliged to provide true details for the invoice and is responsible for the correctness thereof.
      3. 6.13.3. Requests for invoice correction or resending shall only be accepted if the sender sends the message from the e-mail address provided during the Ticket Purchase Order, and the invoice shall be corrected if the Website Operator receives the relevant request no later than the 15th day of the month following the month in which the Ticket was purchased; requests submitted after this date shall be considered individually in terms of their validity and compliance with applicable law.
      4. 6.13.4. In the case of a Ticket Purchase for more than one User, if the purchaser to whom the invoice is to be issued is not specified, it shall be issued to the first User listed in the Ticket Purchase Order.
    14. 6.14. Special regulations concerning the travel of minors.
      1. 6.14.1. Individual Carriers regulate the travel of minors in different ways. Individual Carriers may impose restrictions on the travel of persons under 18 years of age. Persons under 12 years of age should travel attended, under supervision.
      2. 6.14.2. Before placing a Ticket Purchase Order for a minor travelling alone, the User must verify the conditions for independent travel in the Carrier’s regulations or terms of service. The Website Operator does not verify whether a minor meets the conditions for travelling alone or whether the minor has the consent of their legal guardian to travel – this information is provided by the User who is responsible for its accuracy.

  1. 7. COMPLAINTS

    1. 7.1. Users may submit complaints to the Website Operator regarding the functioning of the PolishTrains.eu Website.
    2. 7.2. Complaints may be submitted in writing to the Website Operator’s address (TravelTECH sp. z o.o., ul. Życzkowskiego 20, 31-864 Kraków) or by e-mail to: contact@polishtrains.eu.
    3. 7.3. The complaint should include the User’s first name, surname and e-mail address or postal address (depending on the User’s choice of communication method), a description of the circumstances, and if the complaint concerns a placed order, a specific payment or Ticket Purchase – the order number, payment number or Ticket number and the date of the order or Ticket purchase.
    4. 7.4. The Website Operator may require additional statements from the User in order to substantiate the basis for the complaint.
    5. 7.5. The Website Operator is a party to the complaint procedure only in the case of complaints related to the operation of the PolishTrains.eu Website.
    6. 7.6. Complaints about the services provided by the Website Operator and the operation of the PolishTrains.eu Website may be submitted within 30 days from the date of the event covered by the complaint, unless longer periods are specified by law.
    7. 7.7. Complaints shall be considered immediately, but no later than within 14 days of their receipt by the Website Operator.
    8. 7.8. The User shall be notified of the Website Operator’s decision by e-mail to the User’s address provided in the complaint or by post to the mailing address (depending on the User’s choice of communication method).
    9. 7.9. The data provided by Users in connection with the complaint shall be used by the Website Operator solely for the purpose of considering and responding to the complaint.
    10. 7.10. The User, by sending a message to the Website Operator from the e-mail address or telephone number provided during the Ticket Purchase Order process for the journey to which the complaint relates, including in the message a request to submit a complaint on their behalf to the Carrier, and attaching the Ticket subject to the complaint and stating the reasons for the complaint, may request the Website Operator to represent them in the process of complaining about the Carriers’ services related to the Purchased Ticket. Complaints regarding the Carriers’ services may be submitted within the time limits and under the conditions specified by these entities in their regulations. The Website Operator shall inform the User of the Carrier’s decision on the complaint within 14 days of its receipt or within the time limit specified by the Carrier. The Website Operator shall provide the User with any and all support in relation to complaints submitted by the User to the Carrier; this service is not subject to an additional fee.
    11. 7.11. Due to the requirement to identify the User, the Website Operator reserves the right to refuse to submit a complaint to the Carrier on behalf of the User if the message in this regard was sent to the Operator from an e-mail address or telephone number other than the one provided during the Ticket Purchase Order process for the journey in question.
    12. 7.12. If the User submits a complaint related to a train journey based on a Ticket purchased through the PolishTrains.eu Website or Customer Service Centre directly to the Carrier (bypassing the Website Operator), and if the Carrier issues a positive decision regarding a refund, the User is obliged to forward this decision to contact@polishtrains.eu within 14 days of its receipt in order to enable the Website Operator to process the refund received from the Carrier. Failure to forward the decision may result in a delay or failure to process the refund.

  1. 8. PROVISION OF SERVICES BY ELECTRONIC MEANS

    1. 8.1. The Website Operator, as part of the PolishTrains.eu Website, is a provider of services provided by electronic means within the meaning of the Act of 18 July 2002 on the provision of services by electronic means (consolidated text, Journal of Laws of 2019, item 123, hereinafter: ‘A.P.S.E.M.’). These Terms of Service also constitute the terms of service on the provision of services by electronic means within the meaning of Article 8 of A.P.S.E.M. The Website Operator provides services by electronic means in real time and in accordance with the Terms of Service.
    2. 8.2. The services provided by electronic means by the Website Operator to the User correspond to the services described in the Terms of Service.
    3. 8.3. The agreement on the provision of services by electronic means is concluded when:
      1. 8.3.1. the User proceeds to pay for the order placed on the PolishTrains.eu Website or makes a payment through the Customer Service Centre.
      2. 8.3.2. the User creates a Customer Account;
      3. 8.3.3. the User subscribes to the Newsletter using the registration form available on the PolishTrains.eu Website, including consent to receive commercial and marketing information, or by ticking the appropriate consent box when placing an order on the PolishTrains.eu Website.
    4. 8.4. Before concluding an agreement on the provision of services by electronic means, the User should read the Terms of Service, confirm their acceptance and undertake to comply with them.
    5. 8.5. It is prohibited for the User to provide the Website Operator with illegal content.
    6. 8.6. In order to cooperate with the PolishTrains.eu Website and the IT system used by the Website Operator, the User must have equipment and a system that meets the following technical requirements:
      1. 8.6.1. a device with an Internet browser (the latest version is recommended) with the necessary cookies and javascript enabled;
      2. 8.6.2. an Internet connection;
      3. 8.6.3. access to e-mail.
    7. 8.7. The Website Operator informs that the use of the services specified in these Terms of Service may involve standard risks associated with the use of the Internet and recommends that Users take appropriate steps to minimise them. The Website Operator ensures the operation of the PolishTrains.eu Website, which enables the use of the service provided by electronic means, in accordance with its technical knowledge in a manner that prevents unauthorised persons from accessing the content of the service, in particular by using cryptographic techniques appropriate to the nature of the service provided, as well as the unambiguous identification of the parties to the service provided by electronic means.
    8. 8.8. In the event of planned interruptions, upgrades, updates or repairs to the PolishTrains.eu Website, the Website Operator shall notify Users by posting a message on the PolishTrains.eu Website informing them of temporary difficulties or lack of access to the Website.
    9. 8.9. Complaints regarding all services provided by electronic means shall be subject to the provisions of these Terms of Service regarding complaints.

  1. 9. OTHER SERVICES PROVIDED BY ELECTRONIC MEANS

    1. 9.1. As part of the PolishTrains.eu Website, the Website Operator, in addition to other services listed in the Terms of Service, enables Users to use the following free services provided by electronic means:
      1. 9.1.1. Customer account service (hereinafter: 'Customer Account')
      2. 9.1.2. Service providing information about the Website Operator's commercial offer, the so-called Newsletter (hereinafter: 'Newsletter')
    2. 9.2. Customer Account
      1. 9.2.1. The User may maintain a Customer Account after registering by completing and accepting the registration form via the PolishTrains.eu Website. The Customer Account service after registration is provided for an indefinite period and may be terminated by the User by selecting and confirming the ‘Delete account’ option in the Customer Account panel or by sending a request to delete the Customer Account by e-mail to contact@polishtrains.eu. The Customer Account makes it possible to track the history of Purchased Tickets, define passengers, enter contact details for customer service and the ordering process, as well as invoice details.
      2. 9.2.2. The User is obliged and responsible for keeping the login details for the Customer Account confidential and for properly securing access to the Customer Account and the associated e-mail account.
    3. 9.3. Newsletter
      1. 9.3.1. The Newsletter service includes sending commercial information to the User by the Website Operator. As part of the Newsletter service, the User may consent to receiving commercial and marketing information related to the subject matter of the PolishTrains.eu Website. The above information shall be sent via e-mail or text message/multimedia message to the e-mail address and telephone number provided by the User. Receiving commercial and marketing information as part of the Newsletter service is free of charge. Consent to receive the Newsletter is independent of other consents granted as part of the PolishTrains.eu Website, which means that it does not affect the possibility of using this website, including the Customer Service Centre, and its withdrawal is effective only within the scope of this service.
      2. 9.3.2. The Newsletter service can be activated after the User submits a declaration of intent by signing up via the Newsletter registration form available on the PolishTrains.eu Website, including consent to receive commercial and marketing information, or by ticking the appropriate consent box when placing an order on the PolishTrains.eu website. To start the Newsletter service, it is necessary to provide one’s e-mail address and/or telephone number. After registration, the Newsletter service is provided for an indefinite period and may be terminated by the User at any time by sending an e-mail to contact@polishtrains.eu or as a result of the User’s resignation from the service using the link provided in the e-mail sent as part of the Newsletter.

  1. 10. CUSTOMER SERVICE CENTRE OPERATING RULES

    1. 10.1. As part of the PolishTrains.eu Website, the Website Operator enables Users to use the services of the Customer Service Centre.
    2. 10.2. Customer Service Centre services are provided during the hours specified on the PolishTrains.eu Website at: https://www.polishtrains.eu/contact.
    3. 10.3. Customer Service Centre services include:
      1. 10.3.1. searching for and providing support in finding train connections and related offers from Carriers,
      2. 10.3.2. providing Users with quotes for selected offers from Carriers upon request,
      3. 10.3.3. enabling payment for Tickets,
      4. 10.3.4. Ticket Purchase,
      5. 10.3.5. delivery, refund or exchange of Purchased Tickets,
      6. 10.3.6. obtaining customer support and service both before and after the conclusion of a contract with the Website Operator on the basis of the Terms of Service, including after the purchase of a Ticket in relation to the services covered by the Ticket.
    4. 10.4. As part of the Customer Service Centre, all Users are provided with a free hotline, available at the telephone number specified on the PolishTrains.eu Website at: https://www.polishtrains.eu/contact, with the cost of the call charged according to the operator’s tariff.
    5. 10.5. Users also have access to a voluntary additional service consisting in a paid hotline, available at the telephone number specified on the PolishTrains.eu website at: https://www.polishtrains.eu/contact, with the cost of the call specified on the PolishTrains.eu Website. The paid hotline service allows Users to choose a connection to the Customer Service Centre with priority service. Using the paid hotline involves an increased call charge for each minute or part thereof from the moment the call is connected to the automated telephone service system.

  1. 11. FINAL PROVISIONS

    1. 11.1. The Website Operator reserves the right to unilaterally amend the Terms of Service, subject to the principle that the User is bound by the Terms of Service in force at the time of their acceptance in accordance with the Terms of Service, with the exception of services provided by electronic means, such as the Customer Account and Newsletter, for which the change shall take effect within 14 days of the date of publication of the changes on the PolishTrains.eu Website and individual e-mail notification of the User about the planned changes. If the User does not accept the changes, they have the right to submit a statement of termination of electronic services before the date on which the changes take effect by sending an e-mail to contact@polishtrains.eu.
    2. 11.2. The Website Operator is entitled to discontinue the provision of a given type of electronic services, in which case the agreements on the provision of such services shall be terminated. The Website Operator may also terminate the Newsletter and Customer Account services described in these Terms of Service related to the agreements on the provision of services by electronic means with 14 days’ notice in writing sent by e-mail to the Customer’s address. If the User uses the Customer Account or Newsletter in a manner contrary to the Terms of Service or generally applicable law, the Website Operator may terminate these services immediately, without notice, in writing by e-mail sent to the e-mail address provided by the Customer when concluding the agreement on a given service.
    3. 11.3. The content posted by the Website Operator on the PolishTrains.eu website, including texts, graphics, photos, multimedia materials, Terms of Service, Privacy Policy and other elements, is the property of the Website Operator or the Website Operator is entitled to it on the basis of a licence within the meaning of the provisions of the Act of 4 February 1994 on copyright and related rights (Journal of Laws 2021, item 1062, as amended) and the Act of 27 July 2001 on the protection of databases (Journal of Laws 2021, item 386, as amended), with the exception of:
      1. 11.3.1. Timetables which, pursuant to the Act of 11 August 2021 on open data and the reuse of public sector information (Journal of Laws 2021, item 1641), constitute public information;
      2. 11.3.2. Carriers’ regulations or terms of service which remain the property of the relevant entities. Copying, distributing, modifying or using the content of the PolishTrains.eu Website in any form without the prior written consent of the Website Operator is prohibited and subject to the penalties specified in the above-mentioned laws.
    4. 11.4. In matters not covered by the Terms of Service, the provisions of the Civil Code and relevant Polish laws, as well as European Union law, in particular the Regulation, shall apply. It should be noted that the service provided by the Website Operator consists in performing factual activities related to the ordering of services by Users from Carriers, and therefore it is completed at the moment of its confirmation – a refund or withdrawal is possible only if the entity providing the service has expressly indicated this.
    5. 11.5. Through the PolishTrains.eu Website, the Website Operator does not sell, organise or prepare tourist packages or related tourist services within the meaning of Directive (EU) 2015/2302 of the European Parliament and of the Council and the UK’s Package Travel and Linked Travel Arrangements Regulations 2018. The Website may contain links or redirects to external service providers’ websites, as well as white label platforms that offer additional services, including tourist services. If the user uses these links, the booking of these services shall not be treated by the Website Operator as a package tour or linked service under the provisions of the above-mentioned directives. The Website Operator is not responsible for the performance of services provided by external providers. All matters related to the performance of such services should be addressed directly to the relevant entities providing the services. Detailed information on EU Directive 2015/2302 can be found on the dedicated website here.
    6. 11.6. Any disputes arising between the Website Operator and a Customer who is a Consumer shall be settled by the courts having jurisdiction in accordance with the relevant provisions of the Code of Civil Procedure. Any disputes arising between the Website Operator and a Customer who is an entrepreneur within the meaning of the Civil Code shall be settled by the court having jurisdiction over the registered office of the Website Operator.

  1. 12. ARCHIVED VERSIONS OF THE TERMS OF SERVICE

    1. 12.1. The Website Operator provides Users with access to archived versions of the Terms of Service. The current Terms of Service and any archived versions valid during the last 12 months are published on the PolishTrains.eu Website. Older versions of the Terms of Service valid earlier than the last 12 months are made available to the User upon request sent to the following e-mail address: contact@polishtrains.eu.
    2. 12.2. Valid from 18.04.2023 until 12.11.2025 - ver. 2.04

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