Terms and Conditions – Travel2Poland
1. Service Provider
1.1. The services described herein (the “Services”) are provided by TRAVEL2POLAND spółka z ograniczoną odpowiedzialnością, with its registered office at Starowiślna 56/50, 31-037 Kraków, Poland, VAT ID (NIP): 6772521624 (hereinafter referred to as the “Company”).
1.2. The Company operates under the brand Travel2Poland.
2. Scope of Application
2.1. These Terms and Conditions apply to all passenger transport and tourist services provided by the Company.
2.2. These Terms apply to bookings made via the Company’s websites, online booking systems, and authorized agents. By completing a booking, the Customer confirms acceptance of these Terms and Conditions.
3. Definitions
3.1. Standard Services – services with a fixed scope and price described on the Company’s website.
3.2. Custom Services – individually arranged services requiring manual confirmation and individual pricing.
3.3. Shared Services – services performed jointly for Customers from separate bookings.
3.4. Private Services – services provided exclusively for one Customer or group.
3.5. Last Chance Services – self-guided services facilitated by transport and an official guidebook borrowed from the Company for the duration of the service.
3.6. Special Baggage – baggage exceeding 80 × 50 × 30 cm or 32 kg. Minor deviations are permitted if the total dimensions do not exceed 160 cm.
4. Contract Formation
4.1. A binding contract is concluded only when the Customer receives a booking confirmation from the Company.
4.2. Presentations of services on the Company’s website constitute a non-binding catalogue and do not represent a binding offer within the meaning of applicable law.
5. Prices and Payments
5.1. The Company accepts electronic payments and bank transfers.
5.2. No prepayment is required for Standard Services, except for Private Services.
5.3. A prepayment ranging from 20% to 100% of the total price is required for Custom Services, organized groups, and selected services, including services requiring advance reservations.
5.4. VAT invoices may be issued provided that the Customer’s VAT ID is supplied at the time of purchase, where applicable.
6. Cancellation Policy
6.1. Standard Services may be cancelled free of charge at least 24 hours before the scheduled commencement time.
6.2. Cancellations made less than 24 hours before commencement are non-refundable.
6.3. Custom Services and group bookings are subject to individual cancellation conditions; paid deposits are non-refundable unless otherwise agreed.
6.4. In the case of Private Guide services, the Company reserves the right to cancel up to 7 days before the service date due to unavailability, offering an alternative shared service or partial refund.
7. Service Start and Waiting Times
7.1. Customers are required to arrive at the pickup point at least 10 minutes before the scheduled departure time.
7.2. The maximum waiting time is 5 minutes for Shared Services and 15 minutes for Private Services and transport-only services.
7.3. For airport and station pickups, the waiting time is up to 1 hour from the actual arrival time. Flights are monitored for delays up to 3 hours.
7.4. In the event of delays exceeding 3 hours occurring between 23:00 and 07:00, the service may be unavailable and considered non-refundable.
8. Shared Services Logistics
8.1. Shared Services may include hotel pickup where indicated; however, return drop-off is provided exclusively at designated central locations.
8.2. Certain venues may constitute a final meeting point, after which no return transport is provided.
9. Schedule Changes and Venue Rules
9.1. Pickup times for certain services may be changed up to one day before commencement for organizational or operational reasons.
9.2. In exceptional circumstances, including last-minute guide cancellations or administrative changes imposed by venues, pickup times may be adjusted to earlier night or early morning hours.
9.3. Notifications regarding schedule changes will be sent via email, SMS, or instant messaging services. Customers are responsible for monitoring these communication channels.
9.4. If advance tickets for specific venues cannot be secured, the Company may arrange on-site ticket purchase. Partial compensation may apply.
10. Last Chance Services – Guidebooks
10.1. Guidebooks provided for Last Chance Services remain the property of the Company and are loaned to the Customer for the duration of the service only.
10.2. Guidebooks must be returned to the driver or Company representative immediately after the service concludes.
10.3. Loss or damage of a guidebook results in a fixed replacement fee charged to the Customer.
11. Passenger Obligations and Conduct
11.1. Passengers must follow staff instructions, use seat belts where provided, and carry valid physical identification documents.
11.2. Smoking, including electronic cigarettes, and being under the influence of alcohol or drugs are strictly prohibited.
11.3. Failure to present valid documentation for discounted tickets may result in a surcharge to the full fare price.
11.4. During stops or inspections, passengers must leave the vehicle if instructed by the driver or authorities.
12. Liability and Activity Intermediary
12.1. For activities provided by third parties, the Company acts solely as a transport and booking intermediary.
12.2. The Company bears no responsibility for injuries, damages, or losses occurring during third-party activities.
13. International Travel
13.1. Customers are solely responsible for complying with passport, visa, customs, and health regulations applicable to international travel. The Company is not liable for consequences arising from non-compliance.
14. Children and Passengers with Disabilities
14.1. Children up to 36 kg and 150 cm in height must use appropriate child safety seats. Requests must be made at least 24 hours in advance.
14.2. Special assistance for passengers with disabilities must be requested at least 48 hours in advance.
14.3. Wheelchairs must be foldable and compliant with applicable transport standards. Technical specifications must be provided in advance.
15. Luggage and Goods
15.1. Valuable items, including cash, documents, and electronics, should be carried as hand luggage. The Company is not responsible for loss unless caused by its fault.
15.2. Dangerous, flammable, or unpleasant-smelling substances are strictly prohibited.
15.3. Items left unattended in vehicles are not covered by insurance.
16. Animals
16.1. Transport of animals requires prior approval and appropriate containment.
16.2. Certified guide dogs travel free of charge upon presentation of valid documentation.
17. Complaints
17.1. Complaints must be submitted in writing within one year of the occurrence.
17.2. The Company will respond to complaints within 30 days of receipt.
18. Data Protection and Marketing
18.1. Personal data is processed in accordance with applicable data protection regulations for the purpose of service provision.
18.2. Photos or videos taken during services may be used for marketing purposes unless the Customer objects prior to commencement.
19. Force Majeure
19.1. The Company is not liable for delays or cancellations caused by force majeure, including strikes, extreme weather conditions, official visits, or administrative closures.
20. Final Provisions
20.1. The Company reserves the right to amend these Terms and Conditions at any time. Amendments become effective upon publication on the Company’s website.
20.2. Matters not regulated herein shall be governed by Polish law.