General Terms and Conditions (GTC) of Twiliner AG for Passengers

Cancellations or rebookings can be made online or via customer service (service@twiliner.com). The time of receipt of the request is decisive.

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The following rules apply depending on the booked fare category:

• Non-refundable: No cancellation or refund possible.
• Semi-Flex: Free cancellation up to 30 days before departure.
• Flex: Free cancellation up to 72 hours before departure.

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According to Article 16(l) of EU Directive 2011/83, there is no right of withdrawal for transport contracts with a fixed performance date. Therefore, refunds or cancellations are only possible according to the conditions of the booked fare category.

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A name change is possible for all ticket categories up to 24 hours before departure for a fee of CHF 30.

Refunds will be issued to the payment method used for booking. Twiliner reserves the right to charge a processing fee.

Passengers are advised to arrive at the departure location 15 minutes before departure.

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If the passenger is not at the specified departure location at the scheduled departure time, the right to carriage is forfeited without entitlement to a refund. The seat may be reallocated.

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Passengers are obliged to inform themselves about the entry and travel regulations of their destination and transit countries (e.g., via embassies, consulates, europa.eu, or ch.ch). They are solely responsible for carrying valid travel documents and complying with all entry requirements. Twiliner accepts no liability for delays or refusal of carriage due to missing or invalid documents.

Included in the ticket price are:

• One piece of hand luggage (max. 5 kg, dimensions: 50 × 30 × 20 cm) per person. Hand luggage may generally be carried in the passenger compartment and must be stowed under the seat in front or in the overhead compartment. If no space is available, it must be placed in the luggage hold.
• One large piece of luggage (max. 23 kg, dimensions: 80 × 50 × 35 cm).
  Additional luggage can be transported for a fee, subject to availability of space. Extra luggage items must be booked in advance via the booking tool or the onboard shop.

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Legally prohibited or dangerous items may not be transported. Twiliner reserves the right to refuse carriage of such items at its own discretion.

Passengers are responsible for their valuables and fragile items. Twiliner accepts no liability for loss or damage, except in cases of gross negligence.

Passengers must follow the driver's instructions at all times to ensure safety and order. Twiliner may exclude passengers who are heavily intoxicated, pose a safety risk, or fail to follow instructions. In such cases, there is no right to a refund or compensation.

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Unaccompanied minors under 16 years of age require written consent from their legal guardians. Without this, Twiliner may refuse carriage.

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Twiliner may refuse carriage if a passenger's health condition poses a risk to themselves or others.

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Passengers are required to wear the two-point seat belt at all times during the journey. If the reclining position is used, the restraint bag must also be used, and both legs must be placed inside it according to the instructions on the bus and on the Twiliner onboard website.

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The reclining position and the restraint bag are exclusively designed and tested for lying on your back. Passengers are required to properly use the seat belt and the designated restraint systems. In case of partial use, improper use, or non-use, Twiliner accepts no liability, to the extent permitted by law.

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Passengers must adhere to the break times set by the driver. The driver is entitled to continue the journey if a passenger does not return on time. Twiliner is not liable for passengers left behind.

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Passengers are expected to behave considerately. Specifically:

• No loud phone calls or music; quiet hours begin at 11:00 PM.
• Maintain cleanliness in toilet and changing areas.
• No smoking, including e-cigarettes.
• Theft or removal of Twiliner property (cushions, blankets, etc.) is prohibited and will be reported to the authorities.

Serious misconduct may result in exclusion from further travel.

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Pets and other animals are not permitted on board. In accordance with Regulation (EU) No 181/2011, recognized assistance dogs (e.g., guide dogs) are allowed and transported free of charge. Passengers must provide proof that their dog is a recognized assistance dog and inform Twiliner at least 36 hours before departure.

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Twiliner offers optional self-service snacks, drinks, and additional items (e.g., earplugs or sleep masks) through a trust-based payment system. Passengers must pay for all consumed or taken items according to the stated prices. Twiliner assumes no liability for allergies, intolerances, or damages resulting from improper use. The offer is limited, and prices may vary. Theft or misuse may lead to exclusion from transport and claims for damages.

All timetables, as well as departure and arrival times, are non-binding and subject to change. Twiliner does not guarantee exact departure or arrival times.

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Delays can occur due to traffic, weather conditions, operational reasons, or other circumstances beyond Twiliner's control.

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Twiliner is not liable for delays, missed connections, or consequential damages, except in cases of gross negligence or wilful misconduct.

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In case of delays of more than 2 hours, cancellations, or overbookings, passengers are entitled to a refund or alternative transport, as well as, if applicable, compensation of 50% of the ticket price in accordance with EU Regulation No. 181/2011.

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If the departure is delayed by more than 90 minutes or cancelled at short notice, passengers are entitled to free meals and drinks in reasonable proportion to the waiting time (subject to availability) and, if necessary, accommodation (max. 2 nights at EUR 80).

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These compensations do not apply to passengers with open tickets without a fixed departure time.

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There is no entitlement to compensation in cases of force majeure. Force majeure includes natural disasters, extreme weather conditions, official orders, political unrest, strikes, pandemics, or other unforeseeable events beyond Twiliner's control.

Twiliner transports passengers with disabilities or reduced mobility in accordance with EU Regulation No. 181/2011. Rights such as non-discrimination, assistance with boarding, and compensation for damaged or lost mobility aids apply without restriction.

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If transport is not possible for operational or safety reasons (e.g., an inaccessible vehicle or stop), Twiliner may refuse carriage. In this case, the ticket price will be fully refunded. Further claims are excluded, to the extent permitted by law.

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Passengers requiring assistance or traveling with a wheelchair or assistance dog must inform Twiliner at least 36 hours in advance (support@twiliner.com). Twiliner buses do not have dedicated wheelchair spaces.

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Passengers with recognized disabilities or severely restricted mobility may bring an accompanying person free of charge, provided appropriate proof is presented. Free carriage is only guaranteed if two adjacent seats are available. Twiliner recommends early booking.

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Wheelchairs or mobility aids must be foldable and non-electric to be transported in the luggage compartment. Twiliner is not liable for damages resulting from insufficient packaging, unreported special features, or defects.

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Liability for loss or damage to mobility aids is limited to their replacement value or repair costs. A suitable replacement will be provided within a reasonable timeframe if possible. Further compensation, particularly for non-material damages, is excluded to the extent permitted by law.

Twiliner assumes no liability for lost or forgotten items. Found items are collected centrally. Inquiries can be directed to service@twiliner.com.

Vouchers are valid for two years from the date of issue, cannot be redeemed for cash, and cannot be combined. Lost or stolen vouchers will not be replaced.

Twiliner's liability for death or personal injury, as well as for lost or damaged luggage, is excluded to the extent permitted by law.

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In particular, liability – subject to mandatory legal provisions – is limited to EUR 220,000 per passenger and EUR 1,200 per piece of luggage.

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Liability for loss, mix-up, or theft of luggage only exists in cases of gross negligence or willful misconduct.

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In the event of accidents, cancellations, or departure delays, costs for assistance services (e.g., meals, accommodation) are limited to EUR 80 per night and passenger for a maximum of two nights.

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Liability is excluded to the extent permitted by law. Liability for gross negligence or willful misconduct remains unaffected.

Twiliner's privacy policy applies: https://www.twiliner.com/impressum-und-datenschutz

Twiliner reserves the right to amend these General Terms and Conditions at any time. The version valid at the time of booking shall apply. Changes will be published on the website.

Swiss law shall apply to all disputes. The place of jurisdiction is Twiliner's registered office in Zurich, to the extent permitted by law.

Should any provision of these General Terms and Conditions be or become invalid, the remaining provisions shall remain unaffected.