Terms and conditions of sale for charter coach transport services
These Terms and Conditions of Sale (“Terms”) govern the booking and purchase of charter coach transport services provided by AS Hansabuss (“Hansabuss”, “Carrier”, “we”, “our”, “us”).
These Terms form an integral part of every agreement concluded between Hansabuss and the Customer. By confirming a booking, the Customer confirms that it has read, understood and accepted these Terms together with the applicable Terms and Conditions of Carriage.
1. Scope
These Terms apply to all charter coach transportation services provided by Hansabuss unless otherwise agreed in writing.
Scheduled public transport services are subject to separate terms and conditions.
2. Definitions
For the purposes of these Terms:
Booking means a transport service requested by the Customer and confirmed by Hansabuss.
Booking Confirmation means written confirmation issued by Hansabuss accepting the Customer’s Booking.
Carrier means AS Hansabuss.
Customer means the legal or natural person purchasing transport services.
Lead Passenger means the person authorised by the Customer to represent the travelling group during the journey.
Passengers means all persons travelling under the Booking.
Services means charter coach transportation and any agreed additional services.
Vehicle means the coach or other passenger vehicle allocated by Hansabuss.
3. Booking Procedure
3.1 Request for Quotation
A Customer may request a quotation by:
• completing the online quotation form;
• sending an email;
• contacting Hansabuss through another agreed communication channel.
A quotation does not constitute a binding offer unless expressly stated.
3.2 Information Required
The Customer shall provide sufficient information to enable Hansabuss to prepare an accurate quotation, including where applicable:
• collection date and time;
• collection address;
• destination(s);
• itinerary;
• expected mileage;
• number of passengers;
• luggage requirements;
• preferred vehicle category;
• special accessibility requirements;
• additional requested services.
Hansabuss reserves the right to revise the quotation if incomplete or inaccurate information has been provided.
3.3 Booking Confirmation
A Booking becomes legally binding only when Hansabuss issues a written Booking Confirmation. Until such confirmation has been issued, Hansabuss is under no obligation to reserve vehicles or drivers.
3.4 Lead Passenger
Before the journey commences, the Customer shall appoint a Lead Passenger and provide their mobile telephone number.
The Lead Passenger shall act as the Customer’s authorised representative during the journey unless otherwise agreed.
4. Pricing
4.1 Quoted Price
Unless otherwise specified, the quoted price includes:
• vehicle;
• professional driver(s);
• fuel;
• vehicle insurance;
• statutory taxes relating to transport services.
4.2 Additional Costs
Unless expressly included in the quotation, the following shall be charged separately:
• road tolls;
• ferry charges;
• bridge tolls;
• parking fees;
• congestion charges;
• accommodation for driver(s);
• meals for driver(s), where applicable;
• entrance permits;
• waiting time beyond agreed limits;
• route extensions;
• additional mileage;
• any other third-party costs incurred on behalf of the Customer.
4.3 Price Adjustments
Hansabuss reserves the right to adjust the agreed price before the commencement of the journey where changes arise from circumstances beyond its reasonable control, including:
• increases in fuel prices;
• changes in taxation;
• new road charges;
• ferry price increases;
• exchange rate fluctuations affecting international services.
Where a material price increase is necessary, Hansabuss shall notify the Customer as soon as reasonably practicable. If the price increase exceeds 10%, the Customer has the right to cancel the order within 3 business days of receiving the notification.
5. Payment Terms
5.1 Deposit
Hansabuss may require a deposit before confirming a Booking.
The amount and due date shall be specified in the quotation or invoice.
Unless otherwise agreed, deposits are non-refundable.
5.2 Final Payment
Unless otherwise agreed in writing, invoices shall be payable within 7 calendar days from
the invoice date, but in any case no later than prior to the commencement of the journey.
5.3 Late Payment
Hansabuss reserves the right to charge statutory late payment interest together with
reasonable debt recovery costs permitted under applicable law.
5.4 Non-payment
If payment is not received by the agreed due date, Hansabuss may:
• suspend the Booking;
• refuse to commence the journey;
• cancel the Booking;
• pursue recovery of outstanding amounts.
6. Booking Amendments
The Customer may request amendments at any time.
Hansabuss will make reasonable efforts to accommodate requested changes but cannot guarantee availability.
Changes may include:
• travel dates;
• departure times;
• destinations;
• itinerary;
• passenger numbers;
• vehicle category.
Any amendment may result in:
• revised pricing;
• additional mileage charges;
• additional driver hours;
• revised vehicle allocation.
Where operational changes require significant replanning, Hansabuss may charge an administration fee as follows, in addition to any revised pricing, mileage, or driver-hour charges referred to above:
Time before departure Administration fee
- More than 7 calendar days > No administration fee (revised pricing only, where applicable)
- 7–3 calendar days > 25 EUR for each change
- Less than 3 calendar days > 50 EUR for each change
Where the requested amendment requires substantially more extensive replanning than indicated above (e.g. a full change of vehicle category, route, or itinerary), Hansabuss reserves the right to charge a higher fee reflecting the actual additional cost and effort involved, provided that the Customer is informed of the revised fee before the amendment is confirmed.
Vehicle models shown in quotations are indicative only. Hansabuss’ right to allocate a substitute vehicle is set out in Clause 9 (Carrier Responsibilities).
7. Cancellation Policy
7.1 Cancellation by the Customer
All cancellations must be submitted in writing by email or through another agreed
communication channel.
The effective cancellation date shall be the date on which Hansabuss receives the cancellation
notice.
7.2 Cancellation Charges
Unless otherwise agreed in writing, the following cancellation charges shall apply:
Domestic Services (within Estonia)
Time before departure and cancellation fee
- More than 7 days > Deposit only (if applicable)
- 7–4 days > 50% of the total booking value
- Less than 4 days > 100% of the total booking value
International Services
Time before departure and cancellation fee
- More than 28 days > Deposit only (if applicable)
- 28–14 days > 50% of the total booking value
- Less than 14 days > 100% of the total booking value
Hansabuss may reduce cancellation charges at its sole discretion where operational
circumstances allow.
7.3 Cancellation by Hansabuss
Hansabuss may cancel a Booking if:
• payment has not been received by the agreed due date;
• the Customer has provided false or misleading information;
• circumstances arise making the performance of the Booking impossible or unlawful.
Where Hansabuss cancels for reasons other than those listed above, any payments received for the cancelled Services shall be refunded unless otherwise agreed.
8. Customer Responsibilities
The Customer shall:
• provide complete and accurate booking information;
• ensure that all Passengers comply with the Terms and Conditions of Carriage;
• appoint a Lead Passenger;
• ensure passengers arrive at the agreed departure point on time;
• obtain all necessary travel documents, visas and permits;
• inform Hansabuss of any special accessibility requirements before departure;
• promptly notify Hansabuss of any changes affecting the Booking.
The Customer shall be liable for any damage caused to the Vehicle by Passengers (other than normal wear and tear) and for any extraordinary cleaning costs required as a result of Passenger misconduct during the journey.
Failure to Appoint a Lead Passenger or Late Arrival of Passengers
If the Customer fails to appoint a Lead Passenger in accordance with Clause 3.4, Hansabuss may rely on any person reasonably identifying themselves as the group’s representative, or, in the absence of such a person, proceed with the Booking based on the information available, without liability for any resulting inconvenience to the Customer.
If one or more Passengers fail to arrive at the agreed departure point within 15 minutes of the scheduled departure time, Hansabuss shall be entitled, at its sole discretion, to depart without the delayed Passenger(s) in order to preserve the agreed itinerary for the remaining group, without any obligation to wait, refund, or provide alternative transport to the delayed Passenger(s).
Any delay caused by late-arriving Passengers, and any resulting knock-on effects on the itinerary, waiting time charges, or missed connections, shall be the sole responsibility of the Customer. Such delay shall not constitute a failure by Hansabuss to perform its obligations under these Terms.
Where the delay of Passengers results in the Vehicle exceeding permitted driver working hours or rest-period requirements under applicable law, Hansabuss reserves the right to adjust or curtail the remaining itinerary as necessary to ensure legal compliance, without liability for any resulting changes.
9. Carrier Responsibilities
Hansabuss shall:
• provide a roadworthy, clean and legally compliant vehicle;
• provide appropriately licensed and qualified driver(s);
• comply with applicable transport legislation;
• make reasonable efforts to operate the agreed itinerary;
• promptly inform the Customer of significant operational changes.
Hansabuss shall maintain, for the duration of the Booking:
• a valid motor third-party liability (MTPL) insurance policy in accordance with applicable Estonian and EU legislation, covering the Vehicle and all Passengers travelling therein;
• passenger accident/liability insurance covering bodily injury sustained by Passengers while boarding, travelling in, or alighting from the Vehicle, up to the minimum limits required under applicable law;
• valid general liability insurance covering Hansabuss’ operations as a carrier.
Upon the Customer’s written request, Hansabuss shall provide evidence of current insurance coverage (e.g. a valid insurance certificate) within a reasonable time.
The insurance referred to in this Clause does not cover the Customer’s or Passengers’ personal belongings, luggage, or other property, which remain the responsibility of the Passengers themselves unless separately agreed in writing.
Hansabuss reserves the right to substitute the booked vehicle — including the vehicle model shown in any quotation, which is indicative only — with another vehicle of equivalent or higher category or standard, where reasonably necessary due to operational circumstances, including vehicle availability, maintenance requirements, or passenger or luggage capacity considerations.
10. Delays and Route Changes
Journey times are estimates only.
Traffic conditions, weather, road closures, border controls, police instructions, accidents and other unforeseen circumstances may affect the planned schedule.
Hansabuss shall make reasonable efforts to minimise delays but does not guarantee arrival at any specific time unless expressly agreed in writing.
Where operationally necessary, Hansabuss may alter the route to ensure safety, legal compliance or timely completion of the journey.
11. Force Majeure
Neither Party shall be liable for any failure or delay in performing its obligations where such failure results from circumstances beyond its reasonable control.
Force Majeure events include, but are not limited to:
• severe weather;
• flooding;
• natural disasters;
• war;
• terrorism;
• civil unrest;
• strikes;
• government restrictions;
• epidemics or pandemics;
• border closures;
• major traffic incidents;
• unexpected vehicle breakdown despite proper maintenance;
• interruptions affecting transport infrastructure.
With respect to border closures, government restrictions, epidemics or pandemics, and other similar circumstances, such events shall only qualify as Force Majeure where they actually prevent travel to or within the specific country or region in which the service is to be performed. Where travel to the relevant country or region remains possible (including via alternative routes, border crossings, or means of transport), such circumstance shall not be deemed Force Majeure, and the affected Party shall not be relieved of its obligations on that
basis.
The affected Party shall notify the other Party as soon as reasonably practicable.
12. Limitation of Liability
To the fullest extent permitted by applicable law, Hansabuss shall not be liable for:
• indirect or consequential losses;
• loss of profit;
• loss of business opportunity;
• missed connections;
• accommodation costs resulting from delays;
• losses caused by third parties;
• delays outside Hansabuss’ reasonable control.
Hansabuss’ total liability arising from any Booking shall not exceed the total amount paid by the Customer for the affected Services, except where liability cannot legally be excluded.
Nothing in these Terms limits liability for fraud, wilful misconduct or death or personal injury caused by negligence where such limitation would be unlawful.
The exclusions set out in this Clause 12 shall not apply where the delay, missed connecdon, or resuldng accommodadon cost arises directly from Hansabuss’ own negligence, including but not limited to failure to properly maintain the Vehicle, failure to comply with statutory driver working-dme or rest-period requirements, or failure to provide a qualified driver. In such cases, Hansabuss’ liability shall remain subject to the general limitadon set out below (total liability not exceeding the amount paid by the Customer for the affected Services), but shall not be
excluded endrely.
13. Data Protection
Hansabuss processes personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR) and applicable Estonian legislation.
Personal data is processed solely for purposes related to:
• booking management;
• transport operations;
• customer communication;
• legal compliance;
• invoicing.
Further information is available in the Hansabuss Privacy Policy published on the company’s website.
14. Governing Law and Dispute Resolution
These Terms shall be governed by the laws of the Republic of Estonia.
The Parties shall first seek to resolve any dispute through good-faith negotiations.
If no settlement can be reached, disputes shall be submitted to the competent court of Estonia, unless mandatory law provides otherwise.
15. Miscellaneous
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Failure by Hansabuss to enforce any provision shall not constitute a waiver of its rights.
These Terms, together with the Booking Confirmation and the Terms and Conditions of Carriage, constitute the entire agreement between the Parties regarding the Services.
Hansabuss reserves the right to amend these Terms from time to time. Updated versions shall be published on the Hansabuss website and shall apply to future Bookings from their stated effective date.