Ticket Purchase Rules

1. General Terms and Conditions of the Tikit.lt Website and the Tikit Mobile App:
1.1. These Ticket Purchase Rules set forth the terms and conditions for the purchase and use of passenger tickets on the website www.tikit.lt and the Tikit mobile app.
1.2. These rules are an integral part of the ticket purchase and are considered a contractual obligation between the buyer and the seller.
1.3. Before purchasing a ticket, the passenger must familiarize themselves with the Ticket Purchase Rules. By purchasing a ticket, the Passenger confirms that they have read the purchase rules and have been informed of the terms and conditions of travel by bus.
1.4. These rules apply to all natural and legal persons using the website and purchasing tickets

2. Key Terms Related to Ticket Purchases:
The terms used in these Rules shall be understood as defined in the Law on the Fundamentals of Transport Activities of the Republic of Lithuania, the Road Transport Code of the Republic of Lithuania (hereinafter referred to as the “Code”), and the Law on Tourism of the Republic of Lithuania.
Carrier – a company registered in accordance with the procedure established by law and authorized to transport passengers and luggage.
Bus – a vehicle used by the Carrier to transport passengers on regular routes and other trips offered by the Carrier (including chartered trips).
Long-distance regular service buses – road vehicles that transport passengers according to approved schedules on established routes across the territories of more than two municipalities (excluding city municipalities).
Local (urban) regular service buses and trolleybuses – road vehicles that transport passengers according to approved schedules on urban routes established by municipalities.
Local (suburban) regular service buses – road vehicles that transport passengers according to approved schedules on designated suburban routes covering the territories of no more than two adjacent municipalities (excluding city municipalities).
Passenger trains – Lithuanian local and international trains.
Passenger – a person who has purchased a bus or train ticket on the website or mobile app and is traveling on the selected route and/or using other services provided by the Carrier.
Travel Companion – a person whose ticket was purchased in the same booking as the Passenger’s, and who travels on the same selected route and/or uses other services provided by the Carrier.
Ticket – a document confirming the passenger transport contract between the Passenger and the Carrier. The ticket is provided to the Passenger for safekeeping and/or sent to the email address specified by the Passenger after the Passenger has booked and fully paid for the bus ticket on the website www.tikit.lt or via the mobile app.
Trip details – ticket number, travel route, vehicle number (bus, train, ferry, or other mode of transport used), arrival and departure stations, travel time, trip duration, seat number (if applicable), and the number of the carriage used, travel cost, travel class details, information on any concessions or discounts provided, information on additional services, information on how the ticket was purchased, information on the payment method, and information on ticket validation. Journey details include information on whether the passenger requires assistance for a person with a disability, wheelchair transport, or a service dog, as well as information on whether the passenger is exercising the right to purchase a ticket with a concession or discount.
Ticket distributor – a website or mobile app that acts as an intermediary between the Carrier and the Passenger. The ticket distributor publishes the Carrier’s routes and schedules and enables the Passenger to purchase tickets for the specified routes.
Ticket price – the base price for passenger transport services set by the Carrier for a trip on a specific route, as indicated on the Ticket. The ticket price may vary depending on the time of purchase, route, travel date and time, seat class, and applicable discounts and benefits. The ticket price does not include additional fees (booking fee, baggage fee, seat selection fee, and other fees for additional services), which are indicated to the Passenger separately during the booking process. In the event of a refund, the percentage of the refund (80% or other) is calculated based on the Ticket price, excluding additional fees.
Ticket Purchase Rules (Rules) – the rules governing the purchase of tickets, which establish the rights, obligations, and responsibilities of the Ticket Distributor, the Carrier, and the Passenger when the Passenger purchases a Ticket. The Rules do not regulate or establish the specific terms and conditions of passenger transport applied by the Carrier.
Website – www.tikit.lt, which provides passengers with information about bus travel, terms of carriage, ticket purchases, and other information related to passenger transport.
Personal Account – a digital user identity used to manage ticket purchases, refunds, and exchanges, earn loyalty points, and view ticket purchase history.
Credit – electronic funds transferred to the Website’s Wallet for refunded Tickets, compensation for damages, etc. A passenger’s Credit may only be used to purchase other tickets. Credits are valid for 2 (two) years from the date of acquisition.
Wallet – an electronic wallet to which Credit can be transferred for refunded Tickets or as compensation for damages. The Wallet is linked to and can only be used with a Personal Account.
General education schools – kindergarten-schools, elementary schools, middle schools, youth schools, high schools, gymnasiums, International Baccalaureate schools, special schools, boarding schools, special boarding schools, sanatorium boarding schools, children’s care homes, and special children’s care and education homes.
Vocational training institutions include vocational schools and specialized (rehabilitative) vocational schools (centers) that provide basic vocational training.
Higher education institutions – secondary schools, conservatories.
Higher education institutions – universities, academies, seminaries, institutes, colleges.
Supplementary education institutions – schools and centers specializing in the arts (music, fine arts, choreography), sports, languages, technology, and other fields.
Schengen (area) – the territory of the states implementing the Schengen acquis, within which, pursuant to Regulation (EU) 2016/399 of the European Parliament and of the Council of March 9, 2016 Regulation (EU) 2016/399 of the European Parliament and of the Council of 9 March 2016 on Union rules governing the movement of persons across borders (Schengen Borders Code), checks on persons crossing internal borders have been abolished, and checks at external borders are carried out in accordance with uniform rules. A common policy on short-stay visas also applies within the Schengen area pursuant to Regulation (EC) No 810/2009 of the European Parliament and of the Council of 13 July 2009 establishing the Community Code on Visas (Visa Code), the Schengen Information System is used in accordance with Regulation (EU) 2018/1861 of the European Parliament and of the Council of 28 November 2018 and (EU) 2018/1862, and police and judicial cooperation between Member States is ensured in accordance with the Convention of 19 June 1990 implementing the Schengen Agreement and other relevant European Union legislation.
Privacy Policy – The ticket distributor’s personal data processing policy, which applies when purchasing Tickets on the website www.tikit.lt or via the Tikit mobile app, and is considered an integral part of these Terms and Conditions. The Privacy Policy can be viewed on the website or in the mobile app by clicking the “Privacy Policy” link.

3. Purchase and Use of Tickets:
3.1. Passengers can purchase tickets on the website or via the mobile app in two ways:
3.1.1. By registering in the system and creating a personal account.
3.1.2. Without registering in the system, in which case, upon purchasing a Ticket, it is received via email: in PDF format or as a QR code.
3.2. When purchasing a ticket, the Passenger must provide accurate personal data. By providing this data, the Passenger agrees that it may be used for ticket sales and travel administration purposes. If the required data is not provided, it is not possible to purchase tickets online.
3.3. The ticket selected by the Passenger is reserved for 15 minutes, during which the Passenger must complete payment. If payment is not made, the ticket reservation expires.
3.4. Additional fees may be applied to the Ticket price, which are clearly indicated to the Passenger during the booking process. Some fees are directly set by the Carriers, so the Ticket distributor is required to apply them to the Passenger, as the Ticket is purchased for the service provided by the Carrier.
3.5. The purchase of a Ticket is considered complete when the Passenger has paid for the Ticket in full. After payment confirmation, the Ticket is immediately (but no later than within 5 minutes) sent via email and made available on the website or in the mobile app. Delivery of the Ticket via email, on the website, and in the mobile app is free of charge. The Ticket Distributor has the right to cancel or reject the current order if the Passenger has not fully paid for a previous order.
3.6. Payment Procedures:
3.6.1. The website and mobile app accept payments in euros (€) via the following methods:
a) payment initiation services (Citadele, Swedbank, SEB, Luminor, Revolut, Indexo, Artea, LKU Credit Union, LHV, Coop);
b) payment cards (Visa, Mastercard, American Express);
c) Apple Pay;
d) Google Pay.
3.6.2. The website does not accept payments in cash or by check in any currency.
3.6.3. Before making a payment, the Passenger must agree to these Terms and Conditions and the terms of carriage of the Carrier whose services they will be using.
3.6.4. All payments made by the Passenger on the Website or via the mobile app are processed by UAB Tolimojo keleivinio transporto kompanija (company code: 123836945), registered at Sodų g. 22, LT-03211 Vilnius, Lithuania.
3.7. Upon the Passenger’s payment, the rights, obligations, and responsibilities of the Passenger, the Ticket Distributor, and the Carrier take effect.
3.8. By purchasing a Ticket on the Website, the Passenger confirms that they are not currently subject to any economic, financial, territorial, or sectoral sanctions, trade embargoes, or individual asset freezes.
3.9. The Passenger also confirms that neither they nor the person for whom the Tickets are being purchased are included on any sanctions-related list of sanctioned or blocked persons established, administered, or enforced by the European Union and its Member States, the United Nations Security Council, the United Kingdom’s Her Majesty’s Treasury, the Government of the United States of America (including the Office of Foreign Assets Control of the U.S. Department of the Treasury), or any other competent authority having jurisdiction over the Passenger or the Ticket distributor, if such inclusion prohibits the use of the ticket booking service on the Website.
3.10. Depending on the method of purchase, the Passenger receives the Ticket via email, or downloads the ticket from the Website or mobile app (as a PDF file, receives a QR code, or saves the ticket to an electronic wallet). The Ticket serves as proof of purchase.
3.11. Third-country nationals traveling to the Schengen Area (when the flight crosses an external Schengen border) and planning a short-term stay (up to 90 days within a 180-day period) must submit their personal data no later than 48 hours before arrival. The data is submitted at the time of ticket purchase or by filling out the form: https://tikit.lt/eu-entry This requirement does not apply to persons holding a residence permit in Schengen Area countries or a long-term visa. For more information on the Entry/Exit System (EES): https://travel-europe.europa.eu/ees.
3.12. A purchased Ticket may be used once for the journey specified on the ticket, on the specified date, time, and seat. Named tickets may be used by the person in whose name the ticket was purchased or by a person whose details have been changed prior to the journey.
3.13. The passenger and their traveling companions may take advantage of transportation discounts in the Republic of Lithuania. During the journey, they must present the original valid document confirming their eligibility for the discount to the bus driver, train conductor, or other inspecting official. If the original document is not presented, the Passenger must pay the difference up to the full ticket price. A list of discounts and benefits is provided in the "Applicable Discounts" section.
3.14. Passengers should note that when purchasing multiple Tickets in a single booking (including combined trips), each Ticket constitutes a separate contract with the respective Carrier whose services the Passenger will use. The Ticket distributor cannot guarantee onward travel if the first leg of the journey is delayed or canceled. This applies in particular to cases where the Passenger is traveling using multiple Tickets. In such a case, the Passenger should contact the Carrier(s) directly to obtain information about the assistance they provide or the options for an alternative journey. When a delay is caused by the carrier’s fault, Passengers may be entitled to compensation and the right to an alternative journey in certain cases; more information can be found in the FAQ.

4. Ticket Exchange and Refund Policy:
4.1. Tickets may be refunded in accordance with the Rules for the Carriage of Passengers and Luggage by Road Transport under the Road Transport Code of the Republic of Lithuania and subject to the following conditions:
4.1.1. Unless otherwise specified at the time of purchase, if the trip is canceled at least 30 minutes before the departure time indicated on the ticket, the refund amount depends on the method of refund:
4.1.1.1. 100 percent of the Ticket price may be refunded as Credits to the passenger’s Wallet on the website or mobile app. A passenger who purchased a Ticket without registering may create a Personal Account at any time and take advantage of this refund option;
4.1.1.2. 80 percent of the Ticket price may be refunded in cash using the same payment method the Passenger used to make the payment.
4.1.2. If the Passenger cancels the trip after ticket sales for the relevant trip have closed, the Passenger has the right to request a refund by submitting a request. The request may be granted only if the Passenger was unable to take the trip due to the Carrier’s fault, an accident, or illness. In such cases, supporting documents must be provided. The decision regarding the refund of the ticket is made on a case-by-case basis. The request is submitted to the Carrier, unless otherwise specified at the time of purchase. If the Carrier provides the option to submit the request via the Ticket Distributor’s website www.tikit.lt or mobile app, the request may also be submitted through these channels. The Passenger may be refunded:
4.1.2.1. 100 percent of the Ticket price may be refunded as Credits to the passenger’s Wallet on the website or mobile app, unless otherwise specified at the time of purchase. A Passenger who purchased a Ticket without registering may create a Personal Account at any time and take advantage of this refund option;
4.1.2.2. At least 80 percent of the Ticket price may be refunded in cash using the same payment method the Passenger used to make the payment, unless otherwise specified at the time of purchase.
4.1.3. If a round-trip Ticket was purchased, the Ticket may be refunded for the entire trip or only for the return trip. Unless otherwise specified at the time of purchase, when refunding a return Ticket, the Passenger shall be refunded:
4.1.3.1. 100 percent of the return Ticket price may be refunded as Credits to the passenger’s Wallet on the Website or in the mobile app. The return Ticket price is equal to the round-trip Ticket price minus the one-way Ticket price. Once the return Ticket has been refunded, the outbound Ticket cannot be refunded. A Passenger who purchased a Ticket without registering may create a Personal Account at any time and take advantage of this refund option;
4.1.3.2. 80 percent of the return ticket price may be refunded in cash using the same payment method the Passenger used to make the payment.
4.2. When refunding a Ticket, additional fees (booking fee) are not refunded. This means that if the Passenger paid a booking fee when purchasing the Ticket and later submitted a request to refund the Ticket, the booking fee will not be included in the refund amount.
4.3. Funds for refunded Tickets are returned to the Passenger using the same payment method the Customer used to make the purchase within 14 calendar days; if a refund to a wallet credit is selected, the funds are credited within a few minutes, but no later than 5 minutes.
4.4. Tickets for which a special discount code was applied may be refunded and exchanged, unless otherwise specified at the time of purchase.
4.5. Tickets may be changed up to 4 times per order, but no later than 30 minutes before the departure time of the trip from the first stop, unless otherwise specified in the Terms and Conditions or at the time of purchase.
4.6. For third-country nationals entering the Schengen Area on a flight that crosses an external Schengen border, the date and time of the Ticket may be changed no later than 24 hours prior to the departure date and time specified on the Ticket. This provision does not affect the option to make up to 4 changes per booking.
4.7. If, when changing a Ticket, the price of the new Ticket is higher, the difference must be paid. If the price of the new Ticket is lower, the difference is refunded.
4.8. Tickets purchased on the website or mobile app may be refunded or changed on the website or mobile app, provided there are available seats and the system allows for such changes.
4.9. The ticket distributor is not responsible for the accuracy of the data provided by the Passenger or for any resulting consequences (e.g., a ticket not received due to an incorrect email address).
4.10. In the event of misuse, if a non-named ticket is copied or otherwise used multiple times, the ticket of the first Passenger to present it during inspection shall be considered valid.
4.11. Copying Tickets is strictly prohibited. In cases of abuse and upon presentation of a copied ticket, individuals shall be liable in accordance with the procedure provided for by the laws of the Republic of Lithuania, and the Ticket Distributor shall have the right to restrict the purchase of tickets on the website or mobile ap

5. Passenger Rights, Obligations, and Responsibilities:
5.1. A passenger purchasing a Ticket on the website www.tikit.lt must review the "Ticket Purchase Rules"; by purchasing a ticket, the passenger confirms that all terms and conditions are understood and clear.
5.2. The Passenger is informed that tickets from different Carriers are sold on the website or mobile app. When purchasing a ticket, the Passenger must familiarize themselves with the rules of the Carrier from whom the Ticket is purchased. This information can be obtained on the Carrier’s website or through other means provided by the Carrier.
5.3. When purchasing a Ticket, the Passenger must accurately provide their own and the passenger’s personal information, as well as select the appropriate discount or fare at the time of purchase, if applicable.
5.4. When purchasing a Ticket, the Passenger must complete payment within 15 minutes of reserving the Ticket. After the specified time has elapsed, the Ticket reservation is no longer valid.
5.5. Before the journey, the Passenger must have a valid Ticket in their possession and keep it with them throughout the entire journey. The Passenger must present a valid Ticket to the driver, train conductor, or other person (official) performing the inspection at the time of boarding.
5.6. When purchasing a Ticket for themselves and/or a Travel Companion using government-provided discounts and benefits, the Passenger must present the original document entitling them to the benefit.
5.7. The Passenger has the right:
5.7.1. When purchasing a ticket, the Passenger has the right to travel with up to two children under the age of 7, provided they do not occupy a separate seat, in accordance with the applicable rules of carriage.
5.7.2. When purchasing a ticket, the Passenger is entitled to carry one piece of carry-on baggage free of charge, provided its dimensions do not exceed 60 x 40 x 20 cm or the sum of its dimensions does not exceed 120 cm. Schoolchildren and students are entitled to carry one additional piece of carry-on baggage, larger than specified in this section, necessary for educational or study purposes.
5.7.3. Additional baggage may be carried in the baggage compartment for an additional fee, provided that the dimensions do not exceed 100 x 50 x 30 cm or the sum of the dimensions does not exceed 180 cm per item. A passenger may carry a second piece of baggage or one larger than these dimensions only if, after boarding is complete, there is still space available in the baggage compartment.
5.8. When purchasing a Ticket with the option to select a seat or with an automatically assigned seat, the Passenger must occupy the seat specified on their Ticket.
5.9. When using the Website and the ticket booking service, the Passenger agrees not to engage in the following activities:
5.9.1. not to use any devices, software, automated agents, scripts (scripts), or other means designed to hack or attempt to hack into the ticket booking service, compromise the security of the website or mobile app, create multiple accounts, or collect, copy, or extract data from the ticket booking service;
5.9.2. not to modify, delete, or upload content to the website or mobile app (except when requested by the Ticket Distributor, e.g., uploading photos), nor to attempt to do so;
5.9.3. not to use or attempt to use any search engines, software, tools, agents, or other mechanisms (except for search mechanisms provided by the Ticket Distributor, web browsers available on the commercial market, and accessibility-related assistive applications) to browse or search for tickets on the ticket booking service;
5.9.4. not to use the ticket booking service to collect or store the personal data of other Passengers and Travel Companions without their consent;
5.9.5. not to modify, copy, disassemble, decompile, or reverse engineer any part of the ticket booking service, nor to use the ticket booking service to create a similar or competing website or service;
5.9.6. not to use any electronic means, including but not limited to robots, spiders, scripts, or other automated devices to monitor or copy the content of the Website, except for the normal operation of search engines available on the commercial market

6. Discounts and concessions for passengers:
6.1. The Law on Transport Concessions of the Republic of Lithuania establishes the categories of persons eligible for passenger transport concessions, the types of concessions, the compensation of passenger transport costs, and the procedure and sources for compensating carriers for lost revenue related to the provision of concessions.
6.2. The Law on Transport Concessions of the Republic of Lithuania applies to travel on long-distance regular-service buses, local (urban and suburban) regular-service buses and trolleybuses, passenger trains (in 2nd and 3rd class seating cars, when the passenger’s journey begins and ends within the territory of the Republic of Lithuania), and regular-service ships and ferries. These concessions do not apply to travel by light motor vehicles, taxis, and route taxis.
6.3. The following transportation benefits are provided in the Republic of Lithuania:
6.3.1. the right to travel free of charge;
6.3.2. the right to purchase a ticket at a discount;
6.3.3. the right to reimbursement of transportation expenses.
6.4. A list of discounts and benefits provided in the Republic of Lithuania is presented in the section “Applicable Discounts.”
6.5. Each Carrier reserves the right to offer additional one-time discounts on its website or mobile app, as available, to promote ticket sales.

7. Rights, Obligations, and Responsibilities of the Ticket Distributor:
7.1. The Ticket Distributor publishes the information provided by the Carrier regarding routes and departure times.
7.2. The Ticket Distributor must provide the Passenger with a generated ticket containing accurate information, which is required for travel.
7.3. The Ticket Distributor has the right to suspend the Passenger’s ability to purchase Tickets on the Website or via the mobile app if the Passenger fails to comply with the “Ticket Purchase Rules,” abuses their rights, obligations, and responsibilities, or otherwise attempts to harm the Ticket Distributor or the Carrier.
7.3.1. The suspension or termination of an account takes effect immediately. The Ticket Distributor shall notify the Passenger of the suspension or termination by email, specifying the reason for the suspension or termination.
7.3.2. Account suspension is a temporary measure during which the Passenger’s Personal Account and associated services (including ticket purchases) become unavailable, but the Passenger’s data and Credits are retained. During the account suspension period, the validity period of Credits (2 years from the date of purchase) is suspended and resumes from the date the account is reinstated.
7.3.3. Account termination is an irreversible measure applied only in cases of gross or repeated violations of the Terms (including, but not limited to, fraud, violation of sanctions, and ticket duplication). Upon account termination, the validity period of the Passenger’s Credits is suspended, and the Passenger has the right to submit a request for the payment of the remaining Credits within 30 calendar days of termination. Unused Credits for which no request was submitted within the specified period are forfeited.
7.3.4. The Passenger has the right to appeal the decision to suspend or cancel the account by submitting a complaint via email to the address specified in the “Contact Information” section of these Terms and Conditions. The complaint must be reviewed within 14 calendar days of receipt. The account status remains unchanged while the complaint is being reviewed.
7.4. The ticket distributor on the website www.tikit.lt or the Tikit mobile app has the right to suspend or terminate ticket sales without prior notice.
7.5. The ticket distributor on the website or mobile app has the right to supplement or amend the "Ticket Purchase Rules." The Passenger shall be notified of any changes to the Rules no later than 7 (seven) calendar days prior to the effective date of the changes via a notice on the website and/or the mobile app, and/or by email.
7.5.1. Changes to ticket prices, refund, and exchange policies do not apply to Tickets purchased prior to the effective date of such changes; such Tickets are subject to the Terms and Conditions in effect at the time of purchase.
7.5.2. Security, legal, and regulatory changes to the Terms and Conditions made to ensure compliance with legal requirements apply to all Passengers and all Tickets, regardless of their date of purchase.
7.5.3. By continuing to use the Website, mobile app, or ticket booking service after the amendments to the Terms and Conditions take effect, the Passenger is deemed to have agreed to the amended Terms and Conditions.
7.6. Access to the Website and the mobile app does not grant the Passenger any intellectual property rights to them, except for the right to use them in accordance with these Terms and Conditions. Under no circumstances may the Passenger copy, reproduce, modify, transmit, or publicly display any part of the Website or mobile app (regardless of the device used) without the prior written consent of the Ticket Distributor or its affiliated companies. In the event of a violation of this provision, the Ticket Distributor has the right to initiate intellectual property infringement proceedings or take other appropriate legal measures.

8. Collection of Passenger Personal Data:
8.1. A passenger wishing to purchase a ticket on the online store www.tikit.lt must provide personal data. The amount of data collected may vary depending on the method of purchase:
8.1.1. Upon registering in the system and creating an account, the following Passenger data is processed: first name, last name, email address, trip details, and the date and time of ticket purchase. Additionally, if provided by the Passenger, the following may be processed: phone number, geolocation data, and data on traveling companions that corresponds to the scope of the Passenger’s data. For the purposes of applying benefits and discounts, data regarding the status of the Passenger and traveling companions entitling them to benefits may be processed, including: age, student status, retirement age status, disability or participation level, and other data granting the right to a benefit, as specified in the Law on Transport Benefits of the Republic of Lithuania. In the case of third-country nationals purchasing tickets for journeys crossing the external border of the Schengen Area, data required for the Entry/Exit System (EES) may be processed: date of birth, nationality, country of passport issuance, passport number, and passport expiration date.
8.1.2. When a Passenger purchases a ticket without registering, the following data is processed: email address, and in some cases, first and last name. Travel details and the date and time of ticket purchase are also processed. Additionally, if provided by the Passenger, the following may be processed: phone number, geolocation data, and travel companions.
8.1.2. When a Passenger purchases a ticket without registering, the following data is processed: email address, and in some cases, first and last name. Trip details and the date and time of ticket purchase are also processed. Additionally, if provided by the Passenger, the following may be processed: phone number, geolocation data, and data on traveling companions that corresponds to the scope of the Passenger’s data. For the purposes of applying benefits and discounts, data on the Passenger’s and traveling companions’ status entitling them to benefits may be processed, including: age, student status, retirement age status, disability or participation level, and other data granting the right to a benefit in accordance with the Law on Transport Benefits of the Republic of Lithuania. In the case of third-country nationals purchasing tickets for journeys crossing the external border of the Schengen Area, the data required for the Entry/Exit System (EES) is processed: date of birth, nationality, country of passport issuance, passport number, and passport expiration date.
8.2. The electronic ticket distributor responsible for the collection of personal data is UAB Long-Distance Passenger Transport Company (company code 123836945), which acts as a ticket distributor between the Passenger and the Carrier.
8.2.1. Personal data is processed in accordance with the European Union’s General Data Protection Regulation (GDPR). You can read more about our personal data and privacy policy here.

9. Complaint Handling and Dispute Resolution:
9.1. The passenger has the right to submit a complaint to the Ticket Distributor or the Carrier in writing (by mail, email, through the website, or via the mobile app). The complaint must be written neatly and legibly in Lithuanian, English, or Russian.
9.2. Complaints are reviewed as soon as possible, but no later than one month from the date of receipt.
9.2.1. In exceptional cases where a complaint cannot be resolved within this timeframe, the Ticket Distributor or Carrier must inform the Passenger of the reasons for the delay and specify the planned date for providing a response. In such a case, the total period for handling the complaint may not exceed three months from the date of receipt of the complaint.
9.3. The Ticket Distributor or Carrier has the right to refuse to handle a complaint if:
9.3.1. the complaint is not related to the activities of the Ticket Distributor or Carrier;
9.3.2. a dispute regarding the same subject matter and on the same grounds has already been examined or is currently being examined by a court, another dispute resolution body, the Ticket Distributor, or the Carrier, and the Passenger does not provide new information;
9.3.3. more than 1 year has elapsed between the occurrence of the circumstances described in the complaint and the date of submission of the complaint;
9.3.4. the complaint is illegible, incomprehensibly worded, or does not include the Passenger’s first name, last name, and address to which a response may be sent.
9.4. If the complaint is rejected, the Passenger shall be notified in writing no later than one month from the date of receipt of the complaint, stating the reasons for the rejection.
9.5. The Passenger has the right at any time prior to a decision on the complaint being made to amend their claims or the basis thereof, to submit new facts and evidence, or to withdraw their claim. In such a case, the time limit for examining the complaint shall be recalculated.
9.6. Upon receipt of a complaint, a response shall in all cases be provided in writing, in the same manner as the complaint was received, unless the Passenger specifies another preferred method of response or address. The response shall be provided in the language in which the complaint was submitted.
9.7. If the Passenger is a consumer and is not satisfied with the response from the Ticket Distributor or the Carrier, or if no response was provided to their complaint, the Passenger has the right, no later than one year from the date of the initial submission, to contact the State Consumer Rights Protection Authority (VVTAT) by submitting a request in writing or electronically to tarnyba@vvtat.lt.
More detailed information on filing a complaint is available on the VVTAT website at www.vvtat.lt.
9.8. In all cases, including those where the dispute cannot be resolved amicably, the Passenger has the right to bring a claim before a court of general jurisdiction in accordance with the procedure established by the Civil Procedure Code of the Republic of Lithuania. Claims arising from the sale and purchase of tickets may be filed within one year from the date on which the Passenger became aware or should have become aware of the violation of their rights. Submitting a complaint to the VVTAT or another dispute resolution body does not deprive the Passenger of the right to bring a claim before a court.

10. Liability of the Parties:
10.1. The Passenger, the Carrier, and the Ticket Distributor are responsible for complying with and enforcing the "Ticket Purchase Rules."
10.2. The Passenger is financially responsible for all orders placed through their Personal Account on the Website or in the mobile app, as well as for any losses incurred by the Ticket Distributor if the Passenger violates these Rules or abuses the ticket ordering service. This liability also applies to cases where the Passenger knowingly allows another person to use their Personal Account to purchase tickets.
10.3. The Ticket Distributor is not liable for the quality of services provided by the Carrier during the trip, delays of Buses and Trains, unforeseen route changes, canceled trips due to technical failure, or other force majeure events. For example, the Ticket Distributor does not reimburse the costs of hotel reservations, onward travel services (taxis, flights, etc.), or events that the Passenger had to cancel due to the cancellation or delay of the trip. For any damages incurred or if the quality of the trip does not meet expectations, the Passenger must contact the carrier operating the trip directly, whose information is specified on the Ticket.
10.3. The Ticket Distributor is not liable for the quality of services provided by the Carrier during the trip, delays in buses and trains, unforeseen route changes, canceled trips due to technical malfunctions, or other cases of force majeure. For example, the Ticket Distributor does not reimburse the costs of hotel reservations, onward travel services (taxis, flights, etc.), or events that the Passenger had to cancel due to the cancellation or delay of the trip. For any damages incurred or if the quality of the trip does not meet expectations, the Passenger must contact the carrier operating the trip directly, whose information is specified on the Ticket.
10.4. If the Ticket was not generated or was generated incorrectly through no fault of the Passenger, the Ticket distributor is responsible for refunding the paid amount to the Passenger’s bank account or electronic wallet, as specified by the Passenger.
10.5. Any losses or damages not covered by these rules must be compensated, in accordance with the law, by the Party at fault.

11. Terms of Use for the Website and Mobile App:
11.1. The Ticket Distributor makes every effort to ensure that the Website and Mobile App are free of viruses and malware. However, the Passenger is responsible for protecting their device from computer viruses and malware that may affect their device after using the Website, mobile app, or third-party websites. The Ticket Distributor cannot guarantee the uninterrupted operation of the Website or mobile app in the event of force majeure or third-party failures.
11.2. The Passenger understands and agrees that the Ticket Distributor may temporarily suspend the operation of the website, mobile app, or ticket booking service for maintenance purposes.
11.3. The Ticket Distributor continuously improves the website and mobile apps by introducing new features and updates. The Passenger is advised to download and install all published updates in order to be able to use the full scope of services.

12. Contact Information:
UAB Tolimojo keleivinio transporto kompanija
Company ID: 123836945
Address: 22 Sodų St., LT-03211 Vilnius
Email: info@tikit.lt