Contract of Carriage

The contract of carriage is a contract of carriage by rail, by which the carrier undertakes to transport the passenger from the origin to the destination, and the passenger undertakes to pay the carrier the appropriate ticket price.

A ticket is a document by which a passenger proves the existence of a contract of carriage, regardless of its form. The ticket can be issued in paper or electronic form (e-ticket/record on smart card).

Entry to the train is allowed to persons who have a valid ticket or intend to buy a ticket from the train crew. Entry to and exit from the train are allowed in official places where the stay is scheduled according to the timetable. The passenger is responsible to enter the appropriate train at the connecting official place and to exit on the side of the train where the platform is located or where the train crew determines it.

Requesting a refund of the unused ticket price

At the cash register at the official place, the request for refund of the ticket price is submitted in the following cases and within the following deadlines:

a) for entirely unused tickets, no later than the first day of the validity period of the ticket, the request shall be submitted at the starting official place or official place where the ticket was purchased

If the ticket was purchased online, the request is submitted electronically to mail reklamacije@hzpp.hr.

b) in the case of return trips for unused outbound travel no later than the first day of the validity period of the return ticket, with confirmation that the ticket will not be used in the outbound, the request shall be submitted at the starting official place or official place where the ticket was purchased

c) in the case of return trips for unused return travel no later than the last day of the validity period of the return ticket, with confirmation that the ticket will not be used in the return, the request shall be submitted at the starting official place of the return travel

d) for partially unused tickets, if the passenger withdraws from the outbound journey, the request shall be submitted after leaving the train, with confirmation and cancellation of the ticket for the outbound journey, at the official place where the journey was interrupted

If the ticket is purchased online or written on a smart card, the train attendant gives the passenger a certified request for exercising the passenger's rights, by which the train master confirms that the passenger has withdrawn from further travel, and the passenger further acts in accordance with the User Instructions and sends the request to mail reklamacije@hzpp.hr.

If there is no train attendant on the train, the passenger shall act in accordance with the User Instructions and shall send the request tomail reklamacije@hzpp.hr.

e) at the official place of destination in the following cases:

• to use a lower grade train
• to use 2nd instead of 1st grade
• for partially unused group travel tickets if fewer than the specified number of passengers travelled.

f) for subscription tickets in accordance with point 1.8. of Tariff 101 refunds shall be performed at the official place.

For official places where ticket sales are performed by the contractual seller or if the official place is not working at the time of submitting the refund request, the request is sent in accordance with the User Instructions.

The passenger shall not be refunded the price of the profile on the HŽPP's smart cards, which allows for travel with a benefit.

Reimbursement and rerouting

If, at departure or in case of missed connection or cancellation of the trip, it can be reasonably expected that the arrival at the final destination envisaged by the transport contract will be delayed by 60 minutes or more, HŽPP must immediately offer the passenger the choice of one of the following options and must take the necessary measures in this regard:

• refund of the full price of the ticket, under the conditions under which it was paid, for the section or sections of the journey that have not been realized and for the section or sections of the journey that have already been realized if the journey, in view of the traveller's original itinerary, no longer serves any purpose as well as, if necessary, a return journey to the starting point at the earliest opportunity
• continuing the journey or re-routing, under comparable transport conditions, to the final destination, at the earliest opportunity
• continuing the journey or re-routing, under comparable transport conditions, to the final destination, at a later date of the passenger’s choice. 

Assistance

Pursuant to Regulation 2021/782 of the European Parliament and of the Council of 29 April 2021 on the rights and obligations of rail passengers in the event of delay in arrival or departure or cancellation of a service, the HŽPP or station manager informs passengers of the situation and the estimated time of departure and the estimated time of arrival of the train or substitute transport as soon as such information is available to them.

If the delay referred to in the previous paragraph is 60 minutes or more or the service is cancelled, HŽPP shall offer passengers free of charge the following:

• meals and refreshments, in quantities appropriate to the waiting time, if they are available on the train or in official places or can be reasonably procured taking into account criteria such as the distance of the supplier, the time required for delivery and the cost
• hotel or other accommodation (up to a maximum of three nights) and transportation from the official place to the place of accommodation if and when physically possible
• if the train is blocked on the tracks, transport from the train to the official place, to the alternative departure point or to the final destination of the service, if and when physically possible.

During extraordinary or announced railway closures, i.e. the introduction of substitute bus transport, passengers shall be issued tickets for the 2nd class of passenger train without the reservation of seats/beds. If the ticket is not issued in accordance with the above, the passenger shall further act in accordance with point 4.2. of Tariff 101.

The passenger is not entitled to compensation for delay if they were notified of a delay of more than 60 minutes before the purchase of the ticket or if the delay due to rerouting or continuation of the journey by another transport service or changed route was less than 60 minutes.

If there is no longer an opportunity to continue traveling by train, HŽPP will arrange an alternative transport service for passengers as quickly as possible. If the passenger arranges the continuation of the trip by taxi or personal car, they are entitled to a refund of up to 50 euros.

In official places where a disturbance has occurred, the passenger shall request that their ticket be verified in an appropriate manner, i.e. by certification by the train attendant on a paper ticket or by sending the passenger to submit a request for exercising the rights of passengers. If the official place in unoccupied or there are no train attendants on the train, passengers should act in accordance with the User Instructions.

Interruption of travel

Interruption of travel is possible within the validity period of the ticket. 

Unverified travels can be interrupted an unlimited number of times. 

Interruption of travel does not give the right to extend the validity period of the ticket.  

Interrupted travel can only be continued from the official place where it was interrupted or from the official place located on the part of the route that the passenger has not travelled.

Exclusion from transportation

During the journey, the train attendant has the right to exclude from transport passengers who harass other passengers with their behaviour, without the right to a refund of the paid ticket price.

A passenger who cannot or does not want to pay the ticket price or the supplement on the train shall be excluded from further transport at the first official place where the train is scheduled to stop, their personal data will be taken and they will be issued a tariff allowance. The deadline for payment of the tariff allowance is prescribed by Tariff 103.

Tariff allowances on trains

For staying on the train without the intention of travel, taking more seats, deliberately avoiding ticket control, not having a ticket without reporting to the conductor and disrupting the conductor's work, in the event that the passenger declares that they have no money to pay the ticket or tariff allowance or refuses to pay, the passenger shall be charged a tariff allowance in the amount of EUR 66.36, excluding the ticket price.

A passenger who is required to pay the amount of EUR 66.36 in accordance with the previous paragraph shall be allowed to pay half of the tariff allowance, i.e. EUR 33.18 if the pay the tariff allowance within three days from the date of issuance.

Tariff allowances shall be charged in accordance with Tariff 103. 

Compensation for illicit actions and damage done

Special fees for illicit actions or damage done on the train or at the official place shall be charged in accordance with Tariff 103 immediately and in full amount.