These are the business terms and conditions of Zisuvan, s.r.o., with its registered office at Bellušova 1853/22,
Prague 13, Postal Code: 155 00, Business ID No.: 08926778.
Customer using Zisuvan, s.r.o. services, with its registered office at Bellušova 1853/22, Prague 13, Postal Code: 150 00, Business ID No.: 08926778, fully agree with the business terms and conditions and by signing the order or contract agreement, placing an order online through the website or by agreeing to a confirmed order, they fully agree with these business terms and conditions to which the order or transport contract refers. A customer who does not agree with these terms and conditions is not authorised to enter into any contractual document with the Company or place an order through the Company's website.
Unless otherwise agreed, all transport services and mediation of these services are exclusively provided by registered taximeter-free taxi cars pursuant to Act No. 111/1994 Coll., On Road Transport, pursuant to § 21 (4) based on a prior written agreement.
These Terms and Conditions are processed in accordance with the relevant provisions of Act No. 89/2012 Coll. Civil Code.
Personal data protection of the Company's customer is carried out in accordance with the amendment to Act No. 101/2000 Coll. on Personal Data Protection and the General Data Protection Regulation (GDPR).
1. Basic concept
1.1. Company – the Company is a forwarder or transport agent for Zisuvan, s.r.o., with its registered office at Bellušova 1853/22, Prague 13, Postal Code: 150 00, Business ID No.: 08926778, which provides or arranges transport and other services on the basis of these Terms and Conditions.
1.2. Customer – a person or company that uses the Company's services based on an order or contract agreement and is familiar with and fully agrees with these Terms and Conditions.
1.3. Business Terms and Conditions –Terms and Conditions modification under which the Company provides shipping or brokerage services to the customer, with the customer's express consent to these terms being an indispensable condition for using the Company's services.
1.4. Service/transport – transport or mediation of transport, travel services or other customer services, performed or mediated by the company.
1.5. Driver – a driver is an Zisuvan, s.r.o. employee, or a contractual driver, with whom Zisuvan, s.r.o. mediates or arranges transport service.
1.6. Customers' Personal Data – personal data provided by the customer to the Company in connection with ordering or implementing the Company's activities.
2. Protecting and handling a customer's personal data
2.1. To provide customers' with their services, the Company works with Customers' personal data, which customers communicate to the Company for the purpose of proper service provision and implementation.
2.2. By agreeing to these terms and conditions, the Customer grants the Company explicit consent to the processing, disposal and storage of personal and other data provided by Customer or their authorised person.
2.3. Consent to the processing of personal and other data is granted by the Customer to the Company for an indefinite period, but only for the purpose of performing the Company's services ordered by the Customer (passenger and luggage transport service).
2.4. The Company is not authorised to provide personal or other data communicated by the Customer to third parties and is subject to the obligation of business confidentiality.
2.5. Customer only agrees to use their personal and other data if strictly adhering to the terms and conditions set forth by law for handling such personal and other data.
2.6. The Company is only obliged to dispose and process a Customer's personal and other data to the extent necessary and only to the extent for which the Company needs such data for the proper and impeccable performance of its activities and the provision of its services to the benefit of Customers.
2.7. The Customer acknowledges that if they do not agree with the terms and conditions for handling their personal and other data by the Company, they are not entitled to use the Company's services and therefore refuse to use them.
2.8. The Company undertakes to secure a Customer's personal and other data both in electronic form as well as data in paper media. For this purpose, the Company has appointed a responsible person who is a guarantor for the correct handling of a Customer's personal data.
2.9. The Company carries out the protection of the Customer's personal and other data within its internal, legal and administrative measures, in particular its own internal guidelines for the protecting and handling Customers' personal data, and does not use the services of third parties and companies to ensure the handling of personal and other customer data.
2.10. The provisions on the protection of Customers' personal and other data apply to both the ordering party of the self-employed person as well as the intermediaries, legal entities and entrepreneurs executing orders and handing over the personal data of the Company's Customers for the purpose of ordering their services.
2.11. The Company is liable for any damage that the Customer incurs due to a breach of their obligations when dealing with personal data. However, the Customer's claim for damages is subject to a timely complaint and claim of the Company's breach. Complaints must be justified, a breach of the Company's obligations must be completely and undoubtedly proven and claims must be acknowledged by the Company.
3. Guarantee, compensation, liability for damage
3.1. The Company is liable to the Customer for any damage or inconvenience caused when the Company or its employee has directly caused such damage. In the case of mediating the Customer's transportation by another carrier, this carrier is responsible for the damage caused and the Customer accepts the transport by getting in the vehicle.
3.2. The Customer acknowledges that they are not entitled to damages in the event that
3.3. The shipment was delayed, either at the beginning of the Customer's entry, or in the course of transportation itself due to force majeure. Force majeure is the intervention of a natural disaster, weather, weather conditions, a car accident not caused by a Company driver, or a mediated transporter driver, road congestion caused by road repairs or other communications, or delay caused by government or government intervention - police, officials, controllers etc.
3.4. The transport was delayed due to the Customer or another transport customer (travel agency, hotel, trip organiser, etc.), for example by the fact that the customer fail to arrive to pick-up at the agreed time.
3.5. Damage to Customer's property, their health or life as a result of a traffic accident not caused by a Company driver, or a mediated carrier, but a driver of another car or animal or other person.
3.6. Damage to Customer's property, their health or life, as a result of a forced manoeuvre that the driver was forced to make during transportation to avoid greater damage or consequences - such as the need for braking due to road conditions, steep turns, skidding, etc. Unless otherwise proven, such manoeuvre is considered necessary and needed (avoiding collision with an animal, person, or other vehicle on the road, etc.).
3.7. Damage was caused as a result of the Customer's or Client's omission (for example, not loading the Customer's suitcase for transport, or not unloading it, losing small items or cash during transport, etc.).
3.8. The Customer has suffered damage as a result of improperly or badly chosen pickup time.
3.9. In the event that damage was caused to the Customer by picking them up late, i.e. at a later time than the date stated in the order, the Customer is entitled to a contractual penalty, which represents a flat-rate compensation for damage up to a maximum of 2,000 CZK. However, the damage caused must be demonstrable and documented by the Customer and filed in the form of a Complaint under these conditions.
3.10. The Customer expressly declares that the contractual penalty in the maximum amount of 2,000 CZK as a lump sum compensation for damage caused by the transport or in connection with it is entirely sufficient for them and agrees with the contractual penalty amount. In the event of a disagreement, the Customer is not entitled to use the Company's services and is obliged to refuse to provide such services.
3.11. If the Customer intends to claim damages exceeding the contractual penalty amount of 2,000 CZK, then the Customer is obliged to insure against any damage caused. This duty, i.e. securing damage liability insurance was fulfilled by the Customer based on the onset of the transport and the Customer accepts full responsibility for the obligation's fulfilment.
4. Setting time for pickup
4.1. However, the Customer expressly acknowledges that they are obliged to arrange the departure time, i.e. the pickup time to the transport in advance (e.g. before departure, boarding, etc.), even with the effect of at least 30 minutes delay of the carrier due to force majeure or adverse traffic or closures (accidents, congestions and other traffic restrictions).
4.2. If the Client or the Customer does not respect the above-mentioned limits and reserves in their order when determining the transport pickup time and consequently damage incurs, it shall not be entitled to compensation for such damage from the Company.
5. Ordering methods
5.1. We provide all services on the basis of orders from Customer or another client (hotel, travel agency, tour organiser, etc.). Orders can be placed online via our website, then via e-mail, by telephone or via SMS. The contract on the basis that the services are provided to the Customer by the Company is based on a binding order confirmation. Confirmation of an order by telephone, SMS, e-mail or an order created via the website via e-mail is considered binding. Confirmation of the order's acceptance into the system is not considered binding until it's confirmed by the Company, when the Customer is also notified that they may use the Company's services only after having consented to these terms and conditions.
5.2. An order confirmed by the Company (or part thereof) is deemed as binding on both parties unless the terms and conditions agreed at the time of confirmation are violated. Particularly, the order's content (exact transport specifications and the number of passengers), the transport price, payment method, and the terms and conditions agreement - especially the contractual penalty's maximum amount and limitation of liability for the damage caused, and the implementation date - are considered as essential conditions.
6.1. Cash - When paying a transfer or other service in cash, the driver or Company representative only accepts Czech crowns (CZK) and euro (EUR). Payments in foreign currency are based on the Czech crown's current exchange rate on the day of transport determined by the company, not on the rate that was current at the time of the booking.
6.2. By credit card - If a customer pays online with a debit or credit card, it's possible to make a payment in the following currencies - CZK, EUR. If the customer pays the driver or the company representative directly, it's only possible to make a payment in CZK and only by cards whose logos are displayed on the Company's website. If the Customer pays in advance online, the driver or the Company representative is informed of the payment, it isn't necessary to print a payment receipt, etc.
6.3. By bank transfer - Payment by bank transfer (invoice) is only possible upon request or when the Company has authorised this payment method. The Company may require payment of an advance invoice prior to the order's execution, otherwise it may cancel the order. Invoices can only be issued in the following currencies - CZK, EUR. For invoices issued for foreign customers, where the transport price is less than 5,000 CZK, the Company is entitled to charge a handling fee of 200 CZK for receiving a foreign payment.
7. Tax document, receipt of payment confirmation
7.1. For payments made directly to the driver (by credit card or cash), the driver will issue the Customer with a payment confirmation (usually a simplified tax document) on the day of transport. For payments made online via the Company's website, the Customer will receive confirmation of the advance payment for the ordered service. The final online tax invoice is issued by the Company upon request. If the Customer pays the invoice (bank transfer), the Company issues the invoice and the price is inclusive of VAT. All listed prices are final and are inclusive of VAT.
8. Advance payments
8.1. For orders where the pickup point is outside Prague, especially for larger groups, the Company may require a deposit for trips and orders at least 24 hours before the specified pickup time. In such cases, the Company will inform the customer of the required deposit payment and the possible payment methods. If the required deposit isn't paid, the company is entitled to cancel the order without compensation.
9. Reservation changes and cancellation policy
9.1. Transfers - If for any reason, the customer wishes to change or cancel their reservation, they can do so by sending an e-mail or telephoning at least two hours before the pickup time. If the customer has already paid for the transport and cancelled the transport within the required time, the company will refund their money or the service will not be billed. If the Customer was unable to cancel the service in time, the advance payment or the amount for the transport is considered to be the contractual penalty amount that compensates the Company for the damage caused by late cancellation.
9.2. Transport with pickup outside Prague – Transfer changes and cancellations where there is no pickup in Prague are subject to different cancellation conditions. Cancellations must be made at least 24 hours before the scheduled pickup time, otherwise the Company will charge a 100% cancellation fee as a lump sum compensation paid by the Customer in the form of a contractual penalty. The reason for applying a 100% cancellation fee (contractual penalties) is to expend all costs for ordered and not cancelled Company transport.
9.3. Trips, Tours, Excursions - Cancellations must be made at least 12 hours before the scheduled trip, otherwise the Company will charge a 100% cancellation fee (contractual penalty, as a flat rate compensation for late cancellation). For larger groups or bookings where advance payment is required, the cancellation must be made at least 24 hours before the start, otherwise the Company will charge a 100% cancellation fee as a flat-rate compensation in the form of a contractual penalty paid by the Customer. The reason for applying the 100% cancellation is to expend all the costs for ordered and not cancelled Company services.
9.4. If the Customer fails to arrive within 60 minutes of the aeroplane landing at the airport, within 20min after the train or bus arrives at the bus or train station, within 20min after the specified time for other transport, the Company is entitled to withdraw from the contract without damage liability to the Customer. If the transport has already been paid, the prepayment or amount for transport is considered to be the contractual penalty amount that compensates the Company for the damage caused by the non-performance of the transport.
10. Return of funds
10.1. If the Customer has cancelled the online prepaid service and is entitled to a refund, the money will be automatically returned to the card (or account) used to pay the order. Otherwise, any refund claims must be made within 30 days in writing or by e-mail, to the Company's address or mailing address. After this period, the Customer is no longer entitled to a refund.
11. Compensation, maximum contractual penalty
11.1. Claims for damages must be filed within 30 days in writing or by e-mail, to the Company's address or mailing address. After this period expires, the Customer no longer has the right to claim and related claim for damages, i.e. to claim a contractual penalty. However, any Customer complaint will still be investigated properly. Compensation for the damage/inconvenience caused is limited to a maximum amount equal to the cost of the individual reservation but not exceeding 2,000 CZK - contractual penalty. Exceptions for damages are those in which a replacement car of a similar type or the same car in a different colour and situation in which the damage is caused by a third power that can't be influenced by the carrier, such as natural disasters, etc., is provided for logistical reasons.
12. Complaints and contractual penalty payments
12.1. Any complaint should be followed by this complaint handling procedure. If a Customer wishes to claim compensation, the Company must inform them of the situation promptly in case of any problem. In the event that the Customer can't find their driver or has any other problem with the particular ordered service, the Company immediately calls their telephone number. If the problem is not resolved immediately or to the required extent, the Customer will notify the Company by email or in writing, providing all complaint's details. The complaint will then be investigated as soon as possible, usually within a few days.
12.2. All necessary contacts to the Company for the purpose of filing a complaint or claim for a contractual penalty/damages will be found by the Customer on the order or contract of carriage, or these contacts will be found in the car in a visible place in the car, or contacts will be provided by the relevant driver of the car by which the Customer is transported.
12.3. In the event of a breach of the Company's obligations in handling, storing or use of their personal data, the Customer is entitled to a complaint against the Company's actions in this matter. The Customer will send the complaint to the Company's address or email address, which will examine, investigate and accept the Customer's complaint regarding the complaint, as well as the necessary measures in relation to both the complainant and other customers.
13. Customer's Duties
13.1. The Customer is obliged to behave according to the driver's instructions during transport and especially to observe the valid transport's safety regulations. The Customer acknowledges that they have been instructed about all circumstances, including safety regulations, before carrying out the transport. The Customer also undertakes not to damage the transporter's equipment and the transport areas in any way, to maintain its cleanliness and not to damage the property of other transported persons, or to harass them in any way during transport. In the event of a breach of these obligations, the Customer is aware of the liability for damage caused to the Company or the ordered carrier, or to third parties.
13.2. In addition, the Customer is obliged to start the transport at the agreed pickup time, except when objective facts prevent them from boarding on time, see the above-mentioned reasons.
13.3. On the way from the airport, the driver waits for the Customer one hour after landing. If the customer doesn't appear in this time, they're obliged to inform the Company by phone or email. Otherwise, the Company may withdraw from the transport agreement and charge a cancellation fee or charge a fee for waiting for a time limit of 60 minutes. However, the amount may not exceed 150 CZK (or the equivalent in foreign currency) for every 15 minutes started.
13.4. When transporting from the train station or bus station, the driver waits for the customer for 20 minutes after the train or bus arrives. If the Customer doesn't appear in this time, they are obliged to inform the Company by phone or email. Otherwise, the Company may withdraw from the transport agreement and charge a cancellation fee or charge a fee for waiting beyond 20 minutes. However, the amount may not exceed 150 CZK (or the equivalent in foreign currency) for every 15 minutes started.
13.5. In another transport, the driver waits for the Customer for 20 minutes from the time of order. Otherwise, the Company may withdraw from the transport agreement and charge a cancellation fee or charge a fee for waiting beyond 20 minutes. However, the amount may not exceed 150 CZK (or the equivalent in foreign currency) for every 15 minutes started.
14. Company duties
14.1. The Company is obliged to ensure quality passenger transportation as well as cargo.
14.2. Transport must be provided with a new car without mechanical defects, with proper insurance, especially for all passengers in the car including luggage.
14.3. Transport must be secured by a professional driver where the driver is well dressed, rested, friendly and communicative with a minimum knowledge of English or other language.
14.4. The driver is obliged to park directly at the given address, but if the traffic situation or traffic signs do not allow this option, the driver will park the vehicle at the nearest free space. For airport transfers, the driver parks in the nearest possible car park.
14.5. The driver is required to assist the Customer with luggage.
14.6. The driver is obliged to be at the place transport's commencement at the time of order. If transport is from the airport, the driver is obliged to be at the place of transport a maximum of 15 minutes after landing.
14.7. The driver is obliged to wait for the Customer at least 60 minutes after the landing in the case of transport from the airport, 20 minutes after the arrival of the train or bus in the case of transport from bus or train station, otherwise the driver must wait 20min from the time of order.
15. Validity of the Terms and Conditions
15.1. These Terms and Conditions are valid for an indefinite period starting on January 1st, 2020. In the event of changes to these Terms and Conditions reserved by the Company, the Business Terms and Conditions are valid for the Customer at the time of signing the contract or sending a valid order.