Rules for Shopping in the ČD E-shop

Rules for Shopping in the ČD E-shop

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A. General part, common for inland and international transport

The following regulations apply to the use of travel documents purchased through the ČD e-shop:

These terms and conditions have been elaborated in three language versions (Czech, English and German); in the event of discrepancies, the Czech version is always determinative.

An eTiket document is understood as a document purchased through the ČD e-shop, including the mobile version of the ČD e-shop and the Můj vlak (“My Train”) application (e.g. a ticket, reservation, ticket with a reservation, sleeper or couchette supplement, carriage fee for a dog, carriage fee for luggage, fare discount card, etc.).

1. Security and protection of information

1.1. The operator declares that all personal information is considered confidential, will be used only for internal purposes, and will not be made public, provided to third parties or otherwise abused. In handling personal information, the data administrator and processor are governed by Act No. 101/2000 Coll., on protection of personal information.

1.2. When registering for a user account on the ČD website, the passenger grants consent to the collection and processing of a certain range of personal information. During registration, only data essential for the technological operation of the ČD e-shop are collected. The passenger’s name and surname are required for purposes of verifying that the document is used by the authorised person. Data on purchases are collected for the purpose of settling passengers’ rights (claims) under the transport contract, claims involving payment transactions and for retrospective verification. Information about the passenger and his or her purchases is stored in a secure database and is not provided to third parties. The passenger has the right to request the erasure or correction of personal information (modification or cancellation of registration).

2. Payment

After agreeing to these Rules for Shopping in the ČD E-shop, the customer may select one of the following payment methods for documents purchased:

2.1. Using a payment card

In order to make a secure online payment, the passenger is redirected to a payment portal (payment gateway) ensuring security by means of 3D Secure technology. When making a standard payment with a payment card, the payment is settled through the ČSOB payment gateway, which enables customers registered on ČD’s website to save one or more payment cards for subsequent use. CCV/CVC codes must still be entered, however, and in the case of cards which fully support 3D Secure an authorisation text message is sent or a PIN or password is entered according to the terms and conditions of the payment card’s issuing bank.

Through the GPwebpay payment gateway operated by Global Payments Europe, it is also possible to pay using the MasterPass application.

Payment card information is always entered directly on the website of the payment portal; ČD receives only the result of the transaction. The payment is identified by the order number.

The 3D Secure system for secure online payments generally makes it possible to accept all payment cards of the VISA and MasterCard associations, as well as Diners Club cards, for which the card issuer permits secure online payments using this technology. These can be VISA, VISA Electron, MasterCard, Maestro, MasterCard Electronic, MasterCard Mobile and MasterCard Unembossed cards. The Maestro card can be used for payment if it is equipped with 3D Secure from the issuing bank. At present, it is possible in practice to pay only using Maestro cards issued abroad. The issuing bank will be able to inform you whether it is possible to use the payment card for an online payment using 3D Secure technology.

2.2. Using a pre-paid ČD Credit account

In the new ČD e-shop, customers who have registered and are logged into the ČD website can open a ČD Credit account as a payment means and can deposit funds into this account in the ČD e-shop or at any ticket counter, and subsequently use these funds to pay for purchases in the ČD e-shop. Detailed terms and conditions for opening and using a ČD Credit account are available on https://www.cd.cz/.

3. Purchase

3.1. You can make purchases in the ČD e-shop at any time except for during system maintenance, which is scheduled daily between 1:00 a.m. and 2:00 a.m. In the event of unscheduled interruptions, customers will be informed on the ČD website.

3.1.1. It is only possible to broker the purchase of travel documents in the ČD e-shop for a different person on the basis of a contract concluded between the broker and ČD (GCC-CIV/PRR, point 4.2.).

3.2. The ČD website offers the option of registering a user account. The following information is required for registration:

  • name and surname;
  • e-mail/login.

3.3. To confirm your registration, all required information must be entered truthfully; furthermore, you must also agree to the Terms and Conditions of Operation and of Processing Personal Information. As part of the registration process, information about the next steps to activate the account is sent to the e-mail address provided by the customer. Until the account has been activated, it is not possible for the customer to log in.

3.4. The ČD e-shop also offers the option to register your In Karta card. The following information is required for such registration:

  • In Karta card number;
  • password (the customer receives the password with a new In Karta card or upon request at a ticket counter).

3.5. The contents of the shopping cart can be cancelled at any time until the moment of payment. After 45 minutes of inactivity, the customer is automatically logged out and the shopping cart is erased.

3.6. The minimum total price of the documents in the shopping cart is CZK 1; the maximum total price is CZK 30,000 when paying by card and CZK 10,000 when paying from a ČD Credit account.

3.7. The types of documents which can be purchased through the ČD e-shop are listed at the bottom of the ČD e-shop website under “Complete offerings”.

3.7.1. The purchase of eTiket documents through the ČD e-shop modified for mobile telephones and tablets (m.cd.cz) and in the Můj vlak (“My Train”) application has the following restrictions:

  • it is not possible to purchase an In Karta card or any application for an In Karta card;
  • it is not possible to recharge an electronic money (EP) account on an In Karta card or a ČD Credit account;
  • it is not possible to purchase commuter tickets;
  • it is not possible to purchase sleeper or couchette supplements;
  • it is not possible to purchase travel documents for the automobile train;
  • it is not possible to exercise one’s right under the transport contract (file a claim – claims can be filed on www.cd.cz/eshop).

3.8. Upon payment, a non-transferable eTiket document is generated in PDF format and is displayed in your browser window along with a confirmation of purchase. The eTiket document is also sent to the electronic (e-mail) address entered during the purchase or during registration.

3.8.1. In the mobile version of the e-shop and in the Můj vlak (“My Train”) application, the ticket is displayed as a QR code upon payment.

3.8.2. ČD is not responsible for delivery to an electronic (e-mail) address; its functionality is completely in the competence of the customer. For registered users who are logged in at the time of purchase, the document is also saved in the “Purchase history”, which is accessible after login (“My purchases”, or “My tickets and points” in the mobile version, or on the “Ticket” tab in the Můj vlak application).

3.8.3. When paying by card, we recommend waiting at least five minutes after entering and sending your payment card information in order for the transaction to finish processing. During this period, we do not recommend using the “Back” button in your browser or the refresh button (F5), because this will interrupt the data communication between the payment gateway and the ČD e-shop.

If the purchase confirmation page is not displayed during this interval, then it can be assumed that the payment transaction was unsuccessful.

In such a case, always check:

  • whether the ticket was sent by e-mail;
  • for registered users who are logged in at the time of purchase, whether the ticket is displayed in the “My purchases” menu (or under “Tickets and ČD Points” in the mobile e-shop, or on the “Ticket” tab in the Můj vlak application);
  • at the ČD Contact Centre, whether the documents were really sent.

If it has been verified that the requested travel documents were not issued, then it is necessary to repeat the purchase or the payment for the shopping cart.

In isolated cases, the amount due may have been blocked in the customer’s bank account, or, exceptionally, debited from the account.

Due to the need for special authorisation, funds are unblocked and refunds are issued on weekdays during normal business hours between 7:00 a.m. and 3:00 p.m. You can request that funds be unblocked or that a payment transaction be verified by sending an e-mail to info@cd.cz.

3.8.2. The passenger is responsible for the adequacy of print quality. Print quality can be verified with the help of a sample document, which is available on www.cd.cz.

3.9. During an inspection of travel documents, the passenger is required to present valid identification matching the name and surname printed on the eTiket document. If the passenger fails to present such identification, if the name and surname do not match the information specified on the document, or if the passenger presents a travel document purchased for a different day (different period), this document is considered invalid. Damaged documents, documents with an illegible QR code, documents bearing illegible or modified information, and documents presented more than once by two or more passengers will also be considered invalid. If a child under 10 years of age is accompanied by a passenger with his or her own identification per the Rules for Shopping in the ČD E-shop, the same name and surname can be used for the child’s document as for that of the accompanying person.

3.9.1. Identification is understood as any official identification document issued by a relevant administrative authority, ČD or other carrier, etc. The following must be visually specified on the original identification card presented on the train:

  • name and surname;
  • a photograph of the holder;
  • identification card number.

eTiket documents are non-transferable and are linked to an identification document belonging to the passenger and matching the name and surname provided at the time of purchase.

3.9.2. Refunds cannot be issued for erroneous purchases.

3.10. An eTiket document purchased online is an electronic tax receipt per Section 26(3) of Act No. 235/2004 Coll. on value added tax, as amended. If the price of a travel document exceeds CZK 10,000, a taxable person is permitted to enter information for the issue of a (regular) tax receipt. By confirming these Rules for Shopping in the ČD E-shop, the customer expresses his or her consent to the issue and sending of a tax receipt in electronic form.

3.11. Contacts

ČD Contact Centre, tel. 221 111 122 or info@cd.cz.

B. Inland Transport

4. Purchase

4.1. eTiket documents can be purchased no earlier than 60 days and no later than 10 minutes prior to the train’s departure in inland transport. It is not possible to purchase inland sleeper or couchette supplements, Integrated Transport System (IDS) travel documents, travel documents to the state border (a border-crossing point is not a tariff point), Group Weekend Tickets (Skupinová víkendová jízdenka) in variants with public transport, the IN 100 application with validity for three years, or documents for the lines or trains of other carriers as eTiket documents.

4.2. If one eTiket document includes a ticket for multiple persons, or tickets and reservations, or the carriage fee for a dog or for luggage, the document will bear the name and surname of just one passenger, who must travel unconditionally. During an inspection of travel documents on the train, this passenger is always required to present his or her own identification matching the name and surname printed on the eTiket document. Otherwise, the document is invalid. All passengers ticketed with this eTiket document will be considered passengers without valid travel documents and will pay the fares for which they demonstrate eligibility, with a surcharge per the ČD SPPO. To purchase separate travel documents for each passenger, it is necessary to check the “Separate ticket for each passenger” box (Connection parameters/Ticket) at the start of the purchase process, and to enter the passengers’ names and surnames.

The same procedure applies if a separate tax receipt is requested for each passenger. It is not possible subsequently to generate separate tax receipts for each passenger travelling on a ticket for multiple passengers.

5. Document

5.1. Per Article 12 of the ČD SPPO, an inland eTiket may be presented for inspection:

  • printed on a white sheet of A4 paper;
  • as a PDF file displayed on the screen of a portable electronic device;
  • by displaying the QR code (mobile e-shop, Můj vlak application);
  • by dictating the alphanumeric transaction code;
  • by presenting the In Karta card for which it was purchased.

In all cases, the passenger must demonstrate his or her identity by presenting the piece of identification for which the eTiket was issued. A PDF file containing the travel document must be saved electronically by the passenger in such a way so that it can be displayed immediately for inspection by the train crew and thus is not directly dependent on the availability of an internet connection or the state of the battery. In the event that the device is inoperable, the passenger is required to pay on the train the fare for which he or she demonstrates eligibility, including a surcharge per the ČD SPPO.

5.1.1. Documents must be purchased no later than at the time of the train’s actual departure from the station, which is specified as the departure station (“z”) on the travel document. A document purchased later will be deemed invalid by the conductor.

5.2. Travel documents purchased through the ČD e-shop are not valid on the lines or trains of other rail carriers in the Czech Republic.

5.3. If an inland ticket is combined with a seat reservation on a single document, the ticket can also be used on a different train (subject to an additional charge per the TR 10 Tariff in the case of Super-Special-Offer Tickets (SuperAkční jízdenka)) from the one specified on the eTiket. The reservation is forfeited in this case.

6. ČD In Karta card

6.1. The ČD In Karta card exists in these variants:

  • contactless chip In Karta card;
  • provisional paper In Karta card issued at ČD ticket offices or from the ČD e-shop;
  • temporary paper In Karta card with the RailPlus logo issued at ČD ticket offices;
  • ČD Karta card (variant of an In Karta card) on an Integrated Transport System (IDS) card or the card of another issuer.

6.2. If you purchased a provisional In Karta card through the ČD e-shop, the chip In Karta card can only be retrieved in person at a ČD ticket office; it cannot be sent by post. A ČD Karta card on an Integrated Transport System (IDS) card or the card of another issuer can be activated only at selected ticket counters within the Integrated Transport System or arranged with the card issuer.

7. Terms and conditions for exercising one’s right under the transport contract for eTiket documents (hereinafter UPPS)

7.1. When exercising one’s right (filing a claim) under the transport contract for inland eTiket documents, the relevant provisions of the ČD SPPO apply.

7.2. A passenger can exercise his or her right under the transport contract by selecting the “Return or exchange tickets” option and then:

  • selecting the relevant document, in the case of tickets purchased by a registered and logged-in user;
  • entering the transaction code and e-mail address of the user who purchased the document.

A right under the transport contract cannot be exercised in the case of a recharge of an electronic wallet on an In Karta card, a recharge of a ČD Credit account, gift vouchers or parking services.

7.3. In the case of eTiket documents for multiple persons except for documents with a group discount (see point 7.3.1.), associated documents, tickets for a return journey or various types of services, the passenger is always required to exercise his or her right under the transport contract for the entire document. If, on the day of exercising his or her right under the transport contract, the passenger first purchases a document for the new extent of services (e.g. for a lesser number of passengers) for the same day, and marks the unused documents (persons or services), then when processing the claim arising from the right exercised under the transport contract the service charge will be applied only to the accordingly marked unused documents. The passenger will document the request to exercise his or her right under the transport contract with the newly purchased eTiket document, which must be purchased on the same day as the day on which the right under the transport contract is exercised.

Documentation is provided when submitting the request using the form in the ČD e-shop environment in the “Specification of the reason” (“Upřesnění důvodu”) cell, where the customer shall specify the transaction code of the newly purchased eTiket document, and the ticket (reservation, service) from the original eTiket document that he or she will not use.

In the event of non-compliance with these terms and conditions, the service charge will be applied to each ticket (reservation, service) included in the eTiket document.

7.3.1. In the case of fares with a group discount, refunds are provided without a service charge in the event of partial non-use of the ticket by a lesser number of passengers who did not use the ticket for any the route between the boarding and destination stations specified thereupon. Partial non-use must be documented with a confirmation, which the passenger must request from the conductor on every train (or from the train driver on trains with a self-service passenger ticketing method). The passenger shall submit the request for a refund in accordance with point 7.2. and shall enter the travel document’s date of issue and the transaction number of the confirmation in the “Specification of the reason” (“Upřesnění důvodu”) field in the format *XXXX-XXX. For refunds of SC reservations issued for a ticket with a group discount, the standard terms and conditions per the ČD SPPO apply.

7.4. A travel document on which the passenger’s right (claim) under the transport contract has been exercised is invalid and cannot be used to realise a journey. A passenger who presents such a document on the train will be considered a passenger without a valid ticket and will pay the fare for which he or she demonstrates eligibility and a surcharge per the ČD SPPO.

7.5. One eTiket travel document corresponds to one transaction code. When processing a claim ensuing from a right exercised under the transport contract for an eTiket document in which several tickets (or tickets and reservations) are associated, the service charge per the ČD SPPO is calculated for each ticket (reservation) separately. The actual number of tickets and seat reservations is specified on the eTiket document in the “Tax Receipt” (“Daňový doklad”) section with the price information.

7.6. Recognised sums shall be paid out to the passenger with a service charge exclusively by means of a cashless transfer to the account from which the travel document was paid for, or to a ČD Credit account.

7.7. For inland tickets, it is possible, until 24:00 (midnight) on the day preceding the first day of validity, to submit a request to exercise one’s right under the transport contract (file a claim) to be credited to an electronic money (EP) account or pre-paid ČD Credit account without a service charge under these conditions:

  • the ticket was purchased by a registered customer who was logged into the ČD e-shop at the time of purchase;
  • the passenger’s request to exercise his or her right under the transport contract was submitted after logging into the ČD e-shop;
  • If as the “Reason for returning the document” (“Důvod vrácení dokladu”) the customer selects “unused document” (“nevyužitý doklad”), “incorrect document” (“nesprávný doklad”) or “exchange document” (“výměna dokladu”) as the reason for claiming a refund, the customer will be able to access a checkbox to select that the refund be credited to an electronic money (EP) account or ČD Credit account without a service charge;
  • if the customer opts for a refund to an electronic money (EP) account, fields will appear for entering his or her In Karta card number and date of birth; if the card is found, then the name and surname of the cardholder will be displayed;
  • if the customer opts for a refund to a ČD Credit account, fields will appear for entering the number of the pre-paid ČD Credit account, and the number of his or her ČD Credit account will already be filled in.

7.7.1. It is not possible to accept a request to pay out a refund to an electronic money (EP) account or ČD Credit account after the refund request has been sent.

7.7.2. Refunds for seat reservations, sleeper and couchette supplements and customer applications on an In Karta card (IN 25, IN 50, IN 100, IN Senior and time upgrade to 1st carriage class) cannot be credited to an electronic money (EP) account or to a ČD Credit account.

7.7.3. In the case of associated documents, refunds for other services associated in the document are paid to an electronic money (EP) account and ČD Credit accounts as well (e.g. reservations with a service charge per the ČD SPPO).

7.7.4. Refunded sums credited to an electronic money (EP) account cannot be used for payments in the ČD e-shop because electronic money is recorded on the In Karta card and to perform a transaction the In Karta card must always be placed on a card reader, which is not possible in the case of an e-shop transaction.

7.8. The maximum period for processing a claim arising from a right exercised under the transport contract is three months from the request’s delivery per Section 37(1) and (2k) of Act No. 266/1994 Coll., on railways, as amended; per Sections 763 and 771 of the Civil Code and per Section 39 of the Transport Code (PŘ), the set term for processing a claim arising from a right exercised under the transport contract is different from the terms for processing claims under Act No. 634/1992 Coll., on consumer protection, as amended.

7.9. Requests for indemnification for a delayed arrival in the sense of Part Six of the ČD SPPO can be made by sending the information about the travel documents to eshopbox@cd.cz.

C. International Transport

Unless stipulated otherwise, the terms and conditions published in the ZUJ apply.

8. Purchase and document

8.1. eTiket documents can be purchased:

  • no earlier than 60 – 90 days in advance, and no later than 15 minutes prior to scheduled departure (NRT tickets);
  • for tickets to Germany, Austria, Belgium, Slovenia, Switzerland, France and Denmark, advance sales begin up to 90 days in advance;
  • for one-way tickets to Ukraine and Poland, 60 days in advance; for return travel documents linked to a required reservation in a foreign reservation system for the return journey, 30 days in advance (Poland) or 60 days in advance (Ukraine);
  • no later than 3 days prior to the train’s departure for ČD TIP tariff offers;
  • for First Minute Europe (Včasná jízdenka Evropa) offers in 2nd class, 1 day (unless stipulated otherwise), and in 1st class no later than 3 days, with the exception of Prague – Zurich through carriages, where sales are terminated 10 minutes prior to the train’s departure from the passenger’s originating station.
  • for automobile train documents, no earlier than 60 days and no later than 2 hours prior to the train’s departure from its originating station,
  • for seat, couchette or sleeper reservations issued separately, generally up to 2 hours prior to departure from the train’s originating station, although the period of advance sales may be concluded earlier if the reservation is managed by a foreign reservation system.
  • anomalously during the period of annual scheduled changes to timetables throughout Europe (generally during the first ten days of December), when the reservation period is shortened to c. 1 month; the precise date when advance sales are commenced is announced in the About the e-shop / News section according to the current status of elaborated data from abroad. No claim to a return discount on automobile trains granted in the original extent of advance sales shall arise through the shortening of the term for advance sales.
  • with a two-day or three-day (only for selected destinations in Ukraine) term of validity.

8.2. During an inspection on the train, the passenger is always required to present a travel document printed in non-reduced A4 format. For journeys to/from Germany, Denmark, Belgium, Switzerland, Hungary, Austria and Slovakia, it is also possible to present travel documents displayed on one’s own portable electronic devices (laptop, tablet, etc.). By contrast, travel documents to Ukraine, Poland, the Netherlands and Slovenia must always be printed. In the case of travel documents comprising a couchette or sleeper reservation (except for Prague – Zurich through carriages) and in the case of travel documents for the automobile train, the printed form of travel documents (in A4 format) is always required, regardless of which country they are issued to/from. A travel document with a First Minute Europe (Včasná jízdenka Evropa) discount and an integrated reservation is only valid on the train specified thereupon. It is not possible, either in advance or subsequently, to purchase a reservation for use with a First Minute Europe (Včasná jízdenka Evropa) ticket for an overnight connection. In the case of a travel document with the First Minute Europe (Včasná jízdenka Evropa) discount but without an integrated reservation, it is necessary to travel on the cross-border train specified thereupon. Thereafter, it is possible to travel to the destination station during the ticket’s term of validity. In the case of extraordinary events in transport, the ticket is also recognised on a different train than the one specified thereupon. Special terms and conditions apply to the ČD TIP offer, which are published during the period of sales.

8.3. Group Weekend Tickets (Skupinová víkendová jízdenka) and luggage documents purchased in the ČD e-shop are not valid abroad or on the lines of other rail carriers.

8.4. If the passenger has purchased an eTiket document to Ukraine, Poland or Slovenia, he or she is always required to have it stamped by ČD train personnel prior to crossing the international border or at a ČD ticket counter in the station prior to boarding the train (i.e. no later than before the border station or at the border station); an unstamped document is invalid. If necessary, passengers are required actively to search for a ČD conductor and to request that the travel document be stamped. The stamp is not required for separately issued reservation documents.

8.4.1. A travel document can be issued for multiple passengers (up to 5 persons) as well, or the passenger can use the “Separate ticket for each passenger” checkbox at the time of purchase. In such a case, travel documents are generated individually, but it is necessary to enter identifying information for all passengers. In a combined travel document for multiple persons, however, it is essential for the person whose name and surname are specified on the document to travel. In the event that such a person cannot travel, it is necessary to return the travel documents and to purchase new ones, if the transport terms for the travel documents in question permit this. Returning travel documents in such cases is not free of charge and is subject to the cancellation terms specified below and published in the ČD Special Agreement for International Carriage (ZUJ) for individual types of travel documents.

8.4.2. Price schedules for First Minute Europe (Včasná jízdenka Evropa) offers are published on https://www.cd.cz/.

8.4.3. For the First Minute Europe (Včasná jízdenka Evropa) offer, it is necessary to commence the journey on the first day of the ticket’s term of validity. In the case of a request for a First Minute Europe (Včasná jízdenka Evropa) ticket with a sleeper or couchette reservation, the selection of berths from the carriage map is restricted, and on the basis of the contingent’s availability the system may also assign a different berth than the one requested and selected on the map by the passenger.

8.4.4. For NRT tickets (regular-priced tickets to foreign destinations), it is possible to commence the journey on the first or second day of the ticket’s term of validity, but it is necessary to terminate the journey by 24:00 (midnight) on the second day of the term of validity unless specified otherwise on the ticket.

8.5. In the case of eTiket documents for an automobile train, it is necessary to specify the correct information about the vehicle and the driver. Discrepancies determined during loading will not be permitted, nor will late arrival for loading (the loading time is specified on the travel document); the passenger will not be loaded and the documents will be forfeited without a claim to compensation. When transporting a motorcycle, three-wheeler or four-wheeler, the driver is required to provide his or her own fastening straps. At check-in in the automobile train terminal, the driver is required to present a valid travel document for transporting an automobile and a driver, a motor vehicle registration certificate (the so-called “malý technický průkaz”), and the driver’s personal identification document. A ČD employee together with the driver will fill in the “Report on the state of the vehicle prior to loading”, where information about the vehicle is specified. The passenger will perform the loading and unloading himself/herself, assisted by an employee of ČD or ZSSK. After unloading, the driver signs the “Report on the state of the vehicle prior to loading” form, confirming takeover of the vehicle without defects or damage. The carrier’s responsibility for the technical state of the vehicle ends at the moment of confirmation of takeover of the vehicle by the passenger. In the event that the passenger does not appear for the vehicle’s unloading, he or she is required to pay all damages (towing service, parking fee, security, etc.) which arise through his or her non-retrieval of the vehicle.

9.6.1. It is possible to transport automobiles of a maximum height of 1.6 m (also applies for three-wheelers and four-wheelers) and from 1.6 m to 2 m, and motorcycles to a height of 1.6 m. The maximum permitted width of a roof is 1.55 m. The maximum length of an automobile is 5.3 m, and of a motorcycle is 3.8 m. The maximum weight including the transported load is 2,500 kg.

8.5.2. It is not permitted to transport carts or trailers behind the automobile. It is not possible to transport vehicles without drivers, damaged vehicles or inoperable vehicles.

9. Ticketing children in the ČD e-shop

9.1. A child in the category 0-5 years of age can travel free of charge only if a separate seat, couchette berth or sleeper berth is not required for him/her. In this case, the child is not entered in the passenger parameters. If a separate seat, couchette berth or sleeper berth is requested for any category of child, then either half fare (as for a child in the age 6-9 category) or an appropriate admissible more favourable fare offer subject to availability (generally the fare for an accompanied child or First Minute Europe / Včasná jízdenka Evropa) will be charged for the child. Children in the categories 6-9 years of age and 10-14 years of age must be entered in the standard manner, and will be ticketed either with a half fare (in the case of children travelling alone), or the fare for accompanied children, where to/from Germany, Austria (only with First Minute Europe / Včasná jízdenka Evropa), Denmark, the Netherlands, Belgium and Switzerland they will receive the lowest available adult fare (e.g. First Minute Europe / Včasná jízdenka Evropa, etc.). Requests for ticketing for specific or adjacent seats, unless available in the ČD e-shop, are handled according to the current possibilities of the ČD international ticket office.

10. Terms and conditions for exercising one’s right under the transport contract for eTiket documents (refunds)

General terms and conditions

10.1. Using the “Return and exchange documents” option in the ČD e-shop, it is possible to submit a request to exercise one’s right under the transport contract (file a claim) for all types of international travel documents regardless of when the request is submitted or of the reason for the return, including First Minute Europe (Včasná jízdenka Evropa) travel documents. If it is requested that certain facts be documented, this can be done in the “Specification of the reason” field.

10.2. Requests for indemnification in the sense of Regulation (EC) 1371/2007 can be made by sending the information about the travel documents to the address eshopbox@cd.cz.

10.3. The maximum period for processing a claim arising from a right exercised under the transport contract is three months from the request’s delivery per Section 37(1) and (2k) of Act No. 266/1994 Coll., on railways, as amended; per Sections 763 and 771 of the Civil Code and per Section 39 of the Transport Code (PŘ), the set term for processing a claim arising from a right exercised under the transport contract is different from the terms for processing claims under Act No. 634/1992 Coll., on consumer protection, as amended.

International NRT Tickets

10.4. In the case of international eTiket documents, except for First Minute Europe (Včasná jízdenka Evropa) to Ukraine, Hungary, Poland or Slovenia, for multiple persons or associated travel documents, return tickets or various types of services, the passenger shall exercise his or her right under the transport contract always for the entire document (the entire document = all travel documents with the same transaction code), even if requesting a partial refund, by 24:00 (midnight) on the day preceding the first day of validity. If, on the day of exercising his or her right under the transport contract, the passenger first purchases a document for the new extent of services (e.g. for a lesser number of passengers) for the same day, and marks the unused documents (persons or services), then when processing the claim arising from the right exercised under the transport contract the service charge will be applied only to the accordingly marked unused documents. The passenger will document the request to exercise his or her right under the transport contract with the newly purchased eTiket document, which must be purchased on the same day as the day on which the right under the transport contract is exercised.

Such documentation is performed as follows:

  • when submitting the request using a form on the ČD e-shop website, in the notes, the customer shall specify the transaction code of the newly purchased eTiket document, and specify which ticket (reservation, service) from the original eTiket document he or she will not use.

In the event of non-compliance with these terms and conditions, the service charge will be applied to each ticket (reservation, service) included in the eTiket document.

Partial refunds of untravelled routes are not granted in the case of eTiket documents, documents from the mobile e-shop, and documents from the Můj vlak (“My Train”) application. In the case of a document for multiple persons, if the number of persons decreases, then it is necessary to return the entire document by the set deadline for the relevant type of travel document.

For international tickets and reservations, it is not possible to submit a request to exercise one’s right under the transport contract (file a claim) to be credited to an electronic money (EP) account or pre-paid ČD Credit account without a service charge until 24:00 (midnight) on the day preceding the first day of validity.

10.5. Notwithstanding the ZUJ, it is possible to return NRT tickets no later than by 24:00 (midnight) on the day preceding the first day of the ticket’s term of validity with a service charge of 10%, but no less than EUR 3. On the departure date and thereafter, the service charge is 100%.

First Minute Europe (Včasná jízdenka Evropa, VJE)

10.6. First Minute Europe (Včasná jízdenka Evropa) travel documents to Ukraine, Hungary, Poland and Slovenia cannot be returned or changed for reasons on the passenger’s side. If such a document is generated together with a couchette or sleeper supplement, a refund is only provided for the supplement, and per the terms and conditions set out in point 10.14.

10.7. A First Minute Europe (Včasná jízdenka Evropa) travel document to Germany, Austria, Denmark, the Netherlands, Belgium, Switzerland or Slovakia can be returned for reasons on the passenger’s side no later than by 24:00 (midnight) on the day preceding the first day of the ticket’s term of validity with a service charge of 10%, but no less than EUR 10 per person; on the departure date and thereafter, the service charge is 100%.

10.8. In the case of a First Minute Europe (Včasná jízdenka Evropa) travel document with which a reservation for a sleeper or couchette berth has been purchased at the same time, a refund can only be processed on the entire travel document; here, the refund will be performed for the reservation document (couchette, sleeper) according to the terms and conditions for reservation documents, and for the First Minute Europe (Včasná jízdenka Evropa) ticket according to the terms and conditions for First Minute Europe (Včasná jízdenka Evropa). In the event of a partial refund of a document for multiple persons, it is necessary to invalidate the entire travel document (all persons) and purchase new documents; note that ČD does not guarantee the momentary availability of the same offer (of the same price). All returned travel documents, i.e. including First Minute Europe (Včasná jízdenka Evropa) travel documents, for which the customer exercises his or her right under the transport contract (i.e. the passenger returns them despite having been informed that they cannot be returned or exchanged for reasons on the passenger’s side), will be rendered invalid without the possibility of reactivation, and cannot be used for travel retroactively.

10.9. For combined travel documents, e.g. a First Minute Europe (Včasná jízdenka Evropa) ticket + a reservation for an SC Pendolino, the SC reservation can be returned only by returning the entire document.

10.10. For returns of tickets with a global price, the rules stipulated in the ZUJ apply.

Automobile train

10.11. If the passenger cancels the reserved space for an automobile train no later than one day prior to the train’s departure, the service charge is 10% of the fare price. If the automobile train document is returned on the day of departure, but no later than the train’s scheduled departure time from its originating station, the service charge is 50% of the fare price. If the passenger cancels his or her seat later or does not cancel it at all, the passenger does not have a claim to a refund.

10.12. If travel documents for both journeys (OUTBOUND and RETURN) on an automobile train are purchased at the same time, it is not possible to exercise one’s right under the transport contract (to return a ticket) for the OUTBOUND journey only; it is always necessary to return the travel documents for both journeys.

Sleeper and couchette supplements

10.13. When returning separate sleeper or couchette supplements in ČD-ZSSK transport no later than one day prior to the train’s departure, the service charge deducted from the supplement is 10%, but no less than EUR 1 per berth per night. If the couchette or sleeper was cancelled on the day of departure, but no later than 2 hours prior to the train’s scheduled departure time, the service charge is 50% of the supplement, but no less than EUR 1 per berth per night. In the event of a later cancellation, there is no claim to any refund.

10.14. Other separately issued sleeper or couchette supplements can be returned no later than one day prior to the train’s departure, and the service charge deducted from the supplement is 10%, but no less than EUR 3 per berth per night. If the couchette or sleeper was cancelled on the day of departure, but no later than 2 hours prior to the train’s scheduled departure time, the service charge is 50% of the supplement, but no less than EUR 3 per berth per night. In the event of a later cancellation, there is no claim to any refund.

Seat reservations

10.15. Seat reservations cannot be returned or modified for reasons on the passenger’s side.

10.15.1. It is possible to exercise one’s right under the transport contract (file a claim) for SC Pendolino reservations or tickets with a global price in transport between the Czech Republic and Slovakia can be exercised under the following terms and conditions:

a) one day (until 24:00 (midnight)) prior to the train’s departure from the passenger’s boarding station, the service charge is 0% if the passenger purchases a reservation or IRT travel document for a different SC connection (or for a different seat on the same connection) to Slovakia, or 10% (min. EUR 1) for a complete refund (if the passenger does not purchase a new travel document);

b) on the departure date and thereafter, the service charge is 100%.

ČD TIP offer

10.16. For eTiket travel documents to destinations abroad, the ČD Special Agreement for International Carriage (ZUJ) applies. After purchasing ČD TIP travel documents or a seat reservation, it is not possible to return, modify or exchange such a document for reasons on the passenger’s side (the document is forfeited without a claim to compensation).

ČD SPPO - změna č. 10 - účinnost od 11. 12. 2016

Effective from 11 June 2017

 


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