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I. General conditions for business and booking

Status: 12/03/2024

1 Scope

1.1 The General Terms of Business and Special Booking Conditions apply to the use of the web portals of FlixBus (including mobile application, designed to enable customers visiting such web portals) and the booking of journeys at FlixBus.

1.2 Please note that these General Terms of Business and Special Booking Conditions do not apply to the following matters, which are covered by separate terms and conditions:

a)  On its web portals FlixBus also allows the listing and booking of third-party ground transportation services offered by third party carriers authorized by FlixBus to publish and display certain journeys on its web portals for which FlixBus is not the contractual partner in relation to the booking of tickets (“White Label Carrier Offers”).  These offers do not constitute the booking of journeys at FlixBus, as in relation to these offer FlixBus only enables the booking of White Label Carrier Offers via a website at the address booking.flixbus.com or in the form of a mobile application, designed to enable customers visiting the website (together the “White Label Platform”). The applicability of a White Label Carrier Offer will be indicated in the course of the booking process by a redirected from the FlixBus web portals to the White Label Platform. The access of Customers to the White Label Platform and the terms and conditions of the services provided FlixBus and its partners in relation to the booking of White Label Carrier Offers on the White Label Platform are regulated by the separate White Label Platform Terms and Conditions.

b)  The terms & conditions in relation to the carriage of passengers will be governed by separate terms and conditions which depend on the applicable contractual carrier. The applicable contractual carrier (“Carrier”) and the respective terms & conditions of carriage (“Carrier Terms & Conditions”) will be indicated in the course of the search and booking process.

2 Contractual Partner

The Contractual Partner for booking journeys (ticket seller) and the use of the web portal is Flix SE, Friedenheimer Brücke 16, 80639 Munich, hereinafter referred to as Flix.

3 Commercial Use of the Web portal

3.1 Price comparison sites may enter into a written contract with Flix, which allows them to receive, process and publish Flix’s prices and timetables.

3.2 Non-private or commercial use of the Flix web portal is not permitted. The use of automated systems to extract data from this website for commercial use (“screen scraping”) is prohibited. Flix reserves the right to take appropriate action against infringements.

4 Payments and Vouchers

4.1 Tickets can be purchased using different payment methods, depending on the booking site:

  • On the Internet: PayPal, debit, credit card (Mastercard/Visa/Amex), SOFORT bank transfer, iDEAL, PostFinance, Carte Bleue, Dotpay, Google Pay, Apple Pay. We reserve the right not to offer certain payment methods for any booking and to request other payment methods.
  • Onboard the vehicle: Cash.
  • At points of sale/travel agencies: All of the payment methods offered by the agency can be used, cash payments will always be accepted. If the point of sale is at the carriage vehicle, payment methods may be limited to cash or credit card payment only.

4.2 Special conditions of payment with credit card:

4.2.1 If payment is made by credit card, the customer’s account will be charged at the end of the booking. By paying by credit card, the customer instructs their credit institution at the time of the booking to inform Flix or a third party authorised by it, in case of a chargeback, of the customer’s name and complete address, so that Flix can assert its claims against the customer.

4.2.2 Passengers are required to pay the banking charges incurred in the event of a chargeback associated with a credit card payment. Cancellation charges may also be incurred. Passengers shall be given the opportunity to prove that the chargeback incurred lesser or no costs. In the event of chargebacks, customers may be barred from making credit card payments on a temporary or long-term basis.

4.3 After unsuccessful collection efforts by Flix, claims will be passed to an external service provider for further processing. Flix may pass all the required personal data of the debtors to this external service provider for this purpose.

4.4 Offsetting; right of retention

4.4.1 Customers shall only be entitled to a right to offset in the event that their counter-claims have been legally established or are uncontested or acknowledged by us. Moreover, they shall only have a right of retention if and to the extent that their counter-claim is based on the same contractual relationship.

4.4.2 If customers are in default on any payment obligations, all existing claims from the same contractual relationship shall fall due with immediate effect.

4.5 Payment Fees

4.5.1The total ticket price stated in the online shop includes any payment fees that are charged by third-party providers for the payment method chosen by you and which have to be paid by you, as well as statutory sales tax.

4.5.2 For customers who select a payment method subject to fees, a payment fee, plus VAT, corresponding to a percentage of the total shopping cart value will apply. In each country there is at least one free and common payment method available.

4.6 Redemption of vouchers:

4.6.1 A maximum of one voucher may be redeemed per booking. Vouchers may only be redeemed online or via our partner agencies.

Vouchers with a monetary value, known as “credit vouchers”, can be redeemed for the entire shopping basket.

Discount vouchers with a percentage value or vouchers for a free journey can be redeemed for the ticket fare only. Additional services (e.g. service fees, extra charges for bicycles or luggage) cannot be paid for using these voucher types.

4.6.2 In the case of voucher campaigns carried out by Flix within the scope of marketing activities, the acquisition and use of vouchers are limited to three vouchers per person. If a person redeems more than three vouchers from the same voucher campaign, Flix may cancel all bookings exceeding the first three tickets. This regulation may be waived within the scope of special promotions.

4.6.3 Vouchers issued free of charge within the context of marketing activities or as a gesture of goodwill shall expire after the first booking process has been completed.

4.6.4 The commercial use and, in particular, the resale of vouchers, is not permitted, and will be penalised by Flix by means of the blocking of tickets and/or the assertion of damage claims.

4.6.5 The payout of any balance on a coupon shall be excluded.

4.6.6 In case of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of a gift voucher, Flix reserves the right to close the corresponding customer account and/or demand an alternative payment method and/or suspend the voucher. There is no entitlement to approval or redemption of the affected voucher.

4.6.7 In case of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of a gift voucher, Flix reserves the right to cancel any tickets purchased in full or in part via the redemption of such a voucher.

4.7 Redemption of InterFlix Vouchers

4.7.1 A maximum of one voucher code may be redeemed per booking. The voucher codes are automatically activated within 48 hours and can only be redeemed online or in our partner agencies.

4.7.2 The vouchers are redeemable for three months.

4.7.3 It is only possible to book a direct connection, except an outward run and return trip. The place of departure does not have to be the same as the destination.

4.7.4 Vouchers are personalised and non-negotiable.

4.7.5 Bookings can only be changed through our customer services. Cancellation is excluded.

4.7.6 The commercial use and, in particular, the resale of voucher codes, is not permitted, and will be penalised by Flix by means of the blocking of tickets and/or the assertion of damage claims.

4.7.7 The payout of any balance on a coupon shall be excluded.

4.7.8 Each journey booked using a voucher is separated and detached from other journeys.

4.7.9 The passenger has the right to withdraw from the purchase agreement within 14 days. Notice of withdrawal must be given in text form.

4.8 Price Campaigns

4.8.1 The number of reduced tickets that can be purchased in accordance with price campaigns carried out by Flix SE as part of its marketing activities is limited to three tickets per person. A person can only purchase three tickets from the same price campaign, otherwise Flix SE may cancel all subsequent bookings. This regulation may be waived in the case of special promotions.

4.8.2 The commercial use and, in particular, the resale of tickets, is not permitted, and will be penalised by Flix SE by suspending the tickets and/or asserting damage claims.

4.8.3 In cases of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of tickets, Flix SE reserves the right to close the relevant customer account and/or demand an alternative payment method and/or cancel the tickets. Flix SE will not honour any claims to validate or redeem the relevant ticket.

4.8.4 In cases of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of tickets, Flix SE reserves the right to cancel any tickets purchased in full or in part.

4.8.5 Tickets purchased during an offer, which are subject to change after the end of the offer, must be purchased at the full price applicable to the journey or on the date printed on the ticket.

5 Cancellation and Rebooking

5.1 Rebooking is subject to prior cancellation of the journey. A cancellation may be made either prior to departure in accordance with paragraphs 5.2 to 5.5, or following non-use of the ticket as per paragraph 5.6. Drivers cannot change or cancel bookings for you.

5.2 A cancellation may only be carried out on FlixBus websites or by partner agencies and ticket outlets of FlixCompanies up to 15 minutes before the scheduled departure time. A return trip is considered one booking.

5.3 In the event of a cancellation, a so-called cancellation voucher will be issued. This cancellation voucher is valid for 12 months from the date of its issuance and entitles the passenger to make a new booking within this period up to the value of the voucher. If the price of the new booking is more than the value of the voucher, the difference will need to be paid. If the price is lower, the difference will remain on the cancellation voucher and can be used for a different booking. These provisions may change in case of promotional offers that are valid for a limited time only. More detailed information can be found in the terms and conditions of the promotion on the web portal.

5.4 A cancellation fee may be charged for each cancellation, applicable per cancelled journey and per passenger. The cancellation voucher will be issued in the amount of the ticket price, minus the cost of cancellation. If the passenger’s name has changed and the fare has increased in the meantime, the difference must be paid. The phone number can be changed free of charge.

5.5 If a cancellation voucher is used for a booking, the same terms and conditions for cancellations also apply to the new journey.

5.6 If a ticket for which the FlixCompanies are carriers is not used for the journey, the fare will be refunded upon presentation of the ticket less a processing fee per journey and passenger, unless the passenger can prove that damage or damages for a lesser amount were incurred. The burden of proof for not using the ticket is on the passenger. A ticket is generated for each person and each journey. Connections with transfers (interconnections) are treated as one journey. The request can be made informally within 3 months. It must be sent to Flix or FlixBus DACH, postal addresses Flix SE, Friedenheimer Brücke 16, 80639 Munich or FlixBus DACH GmbH, Warschauer Platz 11-13, 10245 Berlin. The processing fee will be reduced to an amount of €2 (or the amount corresponding to the respective currency) per passenger and journey, plus any bank transfer fees, if the carrier is Flix SE or FlixBus DACH GmbH and if the request is made promptly, at the latest within one week after the ticket expires. Therefore, the processing fee amount is based on the delay after departure when the refund request is made. 5.6 is not applicable for tickets issued by FlixTrain GmbH. 

5.7 None of the aforementioned processing charges, cancellation fees or any transfer fees apply if the reimbursement is requested for reasons which are the responsibility of Flix SE or the FlixCompanies. The credit of the fare, minus any processing charge or any transfer fee, will only be paid exclusively to the account specified by the customer when placing the order, or to their credit card account if they paid by credit card.

5.8 Deviating cancellation policies in any Carrier Terms & Condition do not apply.

5.9 Passengers who plan to enter the Schengen area and do not either (i) have EU nationality or (ii) are subject to one of the exemptions, are required to have all necessary documents, for entering. Flix reserves the right and is entitled to cancel tickets in cases of non-compliance without any refund, particularly if entry is refused by the relevant EU authorities/system, even if the booking confirmation has already been issued.

6 Service Fee

A service fee of EUR 0.99 (or the amount corresponding to the respective currency) will be applied to each reservation. The fee is charged per order, and is charged for the use of the booking website or the app as well as for other customer-facing tools which include, for example “Manage My Booking / self-service tool for changing trips, adding luggage”.

In case of cancellation by the customer, the service fee won’t be refunded. In case of bookings via telephone (Customer Service) or in one of our agencies and offline resellers additional fees may apply.

7 Place of Jurisdiction

The place of jurisdiction for registered traders, legal and natural persons who have no general place of jurisdiction in Germany, as well as for natural persons who have relocated or resettled abroad after concluding a contract of carriage, whose domicile or habitual residence at the time of the complaint is not known, is Munich.

8 Invalidity of individual provisions

If individual provisions within these General Terms of Business and Special Booking Conditions should be or become entirely or partially ineffective or void, this shall, in principle, not compromise the efficacy of the contract as a whole.
 

II Derogation in the case of specific Countries

1.  Sweden

  • Re 4.1: In Sweden, only card payments are accepted on the vehicles (MasterCard, Visa, American Express, Maestro, Visa Electron, V Pay, JCB, Diners Club, China UnionPay). In addition, in Sweden the ticket can be purchased from the bus driver using mobile, NFC-based payment systems. (for example: Swish, MobilePay, Apple Pay, Android Pay).

2.  Poland

  • Re 4.1: Only card payments are accepted on the vehicles (Visa, V Pay, MasterCard, Maestro JCB, PolCard, PolCard BIS, Diners Club, American Express) and BLIK system for connections operated by FlixBus Polska sp. z o.o.
  • Re 4.1: Onboard sales cannot be ensured for some lines in Poland.
  • Re 4.4.1, 4.4.2, 5.6: These provisions do not apply to connections operated by FlixBus Polska sp. z.o.o.
  • Re 5.1: A cancellation cannot be made by not using the ticket and getting a subsequent reimbursement for connections operated by FlixBus Polska sp. z o.o. or any Carrier with its registered office in Poland.
  • Re 5.4: A cancellation fee is not applicable to connections operated by FlixBus Polska sp. z.o.o or any Carrier with its registered office in Poland.
  • Re 6: For payments in Polish zloty, the service fee is PLN 3.99.

3. Czech Republic

  • Re 4.1: Onboard sales cannot be ensured for some lines in Czech Republic.
  • Re 5.4: The cancellation fee shall not apply to fares paid in Czech crowns.
  • Re 7: Any potential litigation between FlixBus CZ s.r.o. and a passenger shall be brought before a court in the Czech Republic.

4. United Kingdom

  • Re 5.6: A ticket refund after the expiration of the ticket is not applicable to connections operated by FlixBus UK Limited or any Carrier with its registered office in the UK.

5. France

  • Re 4.1: Onboard sales cannot be ensured for some lines in France.
  • Re 5.6: A ticket refund after the expiration of the ticket is not applicable to connections within France operated by FlixBus France S.A.R.L or any Carrier with its registered office in France.

6. Portugal

  • Re 5.6: A ticket refund after the expiration of the ticket is not applicable to connections within Portugal operated by FlixBus Portugal Unipessoal LDA or any Carrier with its registered office in Portugal.

7. Ukraine

  • Re 4.5.1.: The total ticket price stated in the online shop includes any payment fees that are charged by third-party providers (from the FlixBus side) for the payment method chosen by you and which have to be paid by you, as well as statutory sales tax.
    Notwithstanding otherwise outlined herein, the total price stated in the online shop to be paid by the customer may include no fees of the customer’s bank and/or financial institution, which may be charged additionally thereby under relevant policies or laws related to such bank/financial institution without FlixBus awareness and involvement, caused by, including, but not limited to, double conversion applied by the relevant bank/financial institution of the customer. Thus, the Parties hereto agree and confirm that the total price to be paid by the customer may be extra-charged and the FlixBus has not connection and shall not be liable for any such extra charges.

8. Denmark

  • Re 4.1: Onboard sales are not available in Denmark.

9. Belgium

  • Re 4.1: Onboard sales cannot be ensured for some lines in Belgium.

10. Netherlands

  • Re 4.1: Onboard sales cannot be ensured for some lines in the Netherlands.

11. Luxembourg

  • Re 4.1: Onboard sales cannot be ensured for some lines in Luxembourg.

12. Hungary

  • Re 4.1: Onboard sales cannot be ensured for some lines in Hungary.