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Hellö buses Terms and conditions

Terms & conditions concerning Hellö bus e-Tickets

Placing an order

For each passenger his/her full name and age at the time of travel are obligatory information. Also one e-mail address and one cell phone number are required. Upon ticket inspection on the bus, each passenger must prove his/her identity with a photo identification (passport, ID card).

Unavailable and sold out tickets

If due to any circumstances we cannot purchase the ticket (e.g. the bus doesn't go, the bus is full, mistakes in the booking system) you receive the full refund as the default action, but we also offer alternatives (if there are any). In case of complications with the order you will be contacted by email. If you do not respond in 3 days to the repeated emails or SMS from Czech-transport, we reserve the right to cancel the order and refund you. Czech-transport is not liable for any damage caused in such situations.

Security and protection of information

By agreeing to this document you authorize the company H-TEAM, s.r.o. (site operator www.czech-transport.com) to use your personal data for buying the travel documents on e-Shop of Helloe (OEBB) company. We declare that all personal data are considered confidential, shall be used solely for internal needs, shall not be made public, provided to a third party or abused in any other way. When handling personal data, we shall abide by the Czech law no. 101/2000 Coll. on personal data protection.

Prices of Bus Tickets

By purchasing the bus tickets through us, customers agree to our prices and further claims cannot be accepted. Our prices do not correspond to the prices on the tickets. The price of each ticket includes the bank fee and the booking fee (in total 5–18 EUR/person). Prices change in time and depend on the occupancy of the chosen connection.

Payment process

To ensure a secure payment, you are redirected to a 3rd party payment portal – Global Payments Europe. Accepted cards are: VISA, MasterCard, Maestro, Visa Electron and Diners Club. We receive only the result of the transaction. We do not have access to your payment card data and cannot make a purchase using the card data provided by you. The payment is identified by a unique order number (Order ID – a 15-digit numeric string).

After a successful payment (when it appears on our account) you will receive a confirmation e-mail. If you don't receive a confirmation e-mail or tickets within 24 hours, please check your SPAM (JUNK) folder first, especially owners of Hotmail, MSN or Live account. If the tickets are not in your SPAM, contact us immediately – info@czech-transport.com. Czech-Transport.com does not accept and refund claims received later than 24 hours before the departure or after the due date.

Travel document – e-ticket

  • If the transaction is successful, we will send the ticket to your e-mail address in PDF format within 8 hours. You have to print the ticket on a printer (on an A4 sheet / US letter), and the printed ticket is considered a valid travel document.
  • each ticket includes a specific seat reservation number
  • Travel document (e-ticket) issued in the passenger's name is non-transferable. Passenger will need to present the travel document together with personal identification (passport, ID) to a driver on a bus in order to travel.
  • E-ticket can be used only for a specific bus (date+time), for which it was purchased.

Cancellations, Refunds, Exchanges, Claims

Changes of tickets (date, time, passengers) are not possible. The ticket can only be cancelled.

Cancellation fees:

  • more than 48 hours before the departure –  25% cancellation fee is charged
  • less than 48 hours before the departure – cancellation is not possible.

Refund details: All refunds are credited back to the account which was used for the original purchase. Reimbursement takes from 3 to 7 working days.

How to proceed: Customers have to contact us by e-mail (info@czech-transport.com) with a cancellation request more than 48 hours before the bus departs. Please write your booking-ID in the Subject line. If this is fulfilled, we can cancel the ticket(-s) and refund 75% of the ticket price to the original account. If there is more than one passenger travelling and you need to cancel only some passenger's tic­kets, please let us know the same way. So called „detach of passenger(-s)“ follows the same rules.

Pending orders: If the order has not been processed yet (status pending), it can be cancelled by email. Then the cancellation fee is 10 % of the price.

Claims: If the service is not provided (e.g. the bus is cancelled, severely delayed or the service is not as ordered), the customer should contact us by email. We recommend, if possible, to ask a representative of the Hellö bus (driver) for a written confirmation about the problem. We submit the claim to the carrier and they decide about the refund.

Further information

  • Travellers are responsible for ensuring that they have all necessary travel documents and visas.
  • Seat reservation purchase: the automatic reservation system assigns adjacent seats by its availability. If there are last few seats on the bus, passengers may not be seated next to one another.

Please send any other questions to: info@czech-transport.com.

Company Data

Czech-Transport.com is run by H-TEAM,s.r.o.
Reg. number: 24777315
VAT number: CZ24777315

Company is registered by the Municipal court of Prague, section C, file No. 173434.