1. General provisions

1. The carrier and ticket seller is FHU NAUTIC Aleksander Cichosz, ul. Dworcowa 52, 84-100 Gnieżdżewo, Poland, tax identification number (NIP) 591-148-10-30, business registration number (REGON) 191345068, operator of the vessel FALCON (the “Carrier”).
2. These Terms and Conditions apply to tickets for sailings offered on tramwaj-wodny.pl (the “Website”) and sold by authorised members of the Carrier’s staff using its sales system.
3. Before making a purchase, the Customer is given an opportunity to read these Terms and Conditions, the current offer and price, and the conditions of carriage and concession rules indicated during purchase. Information on the processing of personal data is provided in the Privacy Policy available on the Website.
4. The Customer accepts the terms of sale presented before placing the order. Reading the Privacy Policy does not constitute consent to marketing or to any processing of personal data that requires separate consent.
5. These Terms and Conditions may be read, saved or printed free of charge. They do not restrict any Passenger rights arising under mandatory provisions of law.

2. Definitions

3. Using the Website and providing purchase details

1. Online purchases require an internet-enabled device, an up-to-date browser supporting JavaScript, and an active email address. The technical session mechanisms described in the Privacy Policy are needed to maintain the purchase process.
2. For an online purchase, the Customer provides their first name, surname, email address and telephone number. For an in-person purchase, the Customer provides their first name and surname; an email address and telephone number are optional. If no email address is provided, the ticket will not be sent electronically and must be collected as a printout from a member of staff.
3. The Customer should check their details, dates, times, sailing directions and the number of Passengers before paying. Any error should be reported to staff promptly. Incorrect contact details may make it difficult to deliver the ticket or contact the Customer about the sailing.
4. It is prohibited to submit unlawful content or take any action that disrupts the operation of the Website.
5. If the purchase process is interrupted, the Customer should check whether an order has already been created and whether payment has been taken before paying again. If in doubt, the Customer should contact the Carrier.

4. Selecting a sailing, prices and ticket coverage

1. The Customer selects an available sailing, date, time and direction, the number of standard and concession tickets, and indicates any children under 3 and any bicycles or scooters travelling with them.
2. When booking a return journey, the Customer must select the second sailing and check the quantities of each ticket type for each leg. The system may allow return tickets to be purchased for only part of a group.
3. Bicycle or scooter transport may be added to an order online or through a member of staff, in accordance with the offer and conditions of carriage. A bicycle or scooter supplement does not replace a passenger ticket.
4. Prices and the total amount payable are displayed before payment. Concession and child travel conditions are set out in the current offer. Entitlement to a concession must be supported by the document required for that concession.
5. Online purchases depend on the availability of places and the sales status of the sailing shown on the Website. Staff may also sell tickets after the scheduled departure time if the sailing is delayed, boarding is still possible and places remain available. This does not guarantee that tickets can be purchased after that time.
6. The ticket covers the legs and numbers of Passengers stated on it. Seats are not numbered. Seating arrangements and the rules for travelling with young children are set out in the offer and the Conditions of Carriage.

5. Payment, purchase confirmation and late payments

1. Online payments are processed by PayPro S.A. (Przelewy24), using the methods available at checkout. Purchases from staff may be paid for in cash or by card, subject to the availability of a card terminal.
2. For online orders, places are held for the period indicated during the purchase process, normally 5 minutes. Once that period expires, an unconfirmed hold may lapse and the places may be released for sale.
3. In the normal course of an online purchase, the contract of carriage is concluded once the payment provider confirms payment. For an in-person purchase, a member of staff confirms the purchase after accepting payment. An order number, a redirect to a payment page or a message stating that payment is pending is not a ticket entitling the holder to board.
4. If payment confirmation arrives after the hold has expired, the system checks availability again. If places can be allocated for the entire order, the system confirms the booking and initiates delivery of the ticket to the email address provided.
5. If a late payment is confirmed but there are insufficient places on even one leg, the order requires staff assistance. The system does not automatically allocate only part of the journey. The Carrier contacts the Customer to agree on another available sailing or a refund of the amount paid. Any change requires the Customer’s consent; the Customer is not obliged to accept an alternative date or time.
6. Payment after a hold has expired does not guarantee that the originally selected places remain available. It does not, however, deprive the Customer of the right to have their payment accounted for or of any other rights under the law. If no alternative arrangement is agreed for fulfilling the entire order, the amount paid for the unfulfilled order will be refunded.
7. If payment has been taken but the ticket has not arrived, the Customer should check their spam folder and the email address provided, then report the issue with their order number. The Customer should not pay for the same order again without first clarifying its status.

6. QR tickets and boarding

1. The ticket contains the order number, a QR code or ticket number, and details of the selected sailings and purchased tickets. It may be shown on a phone screen or as a legible printout.
2. A single QR code may cover several people and both legs of an order. The same code must be kept for the return journey; check-in is carried out separately for each sailing.
3. People travelling on the same leg under a shared ticket should present themselves for check-in together. If part of the group is absent, the crew must be informed before check-in.
4. If the code is unavailable or cannot be scanned, the crew may locate the purchase using the order number or the Customer’s details and verify it manually. Not having a smartphone or email address does not in itself invalidate a paid ticket.
5. Copying or resending a ticket does not increase the number of Passengers entitled to travel. The code should not be shared with anyone outside the booking.
6. Check-in may be refused where there is no entitlement to travel, the ticket has already been used for that leg, or for safety reasons provided for by law and the Conditions of Carriage. Discrepancies in the system should be clarified with staff.
7. Passengers should arrive at the designated boarding point sufficiently in advance, follow the information and safety instructions provided, and keep their ticket until the end of the journey.

7. Sales receipts and invoices

1. A printed QR ticket is used for check-in and does not replace a fiscal receipt or an invoice. Sales documents are issued in accordance with applicable law.
2. An invoice may be requested in the purchase form or from a member of staff. The Customer must indicate whether the invoice is for an individual or a business and provide the required buyer and address details, including the tax identification number (NIP) for a business.
3. Business details retrieved using a NIP must be checked before confirmation. An invoice request is forwarded to staff for processing; it does not mean that the invoice is issued automatically at the time of purchase.
4. For a business purchase, the details, including the NIP, must be provided before the sales document is issued. Subsequent issue or correction of a document is subject to tax law.
5. The receipt number may help staff locate an order. It is not a ticket code and is not the only acceptable means of proving a purchase when making a complaint.

8. Customer cancellations, changes and refunds

1. The general 14-day right to withdraw from a contract concluded online does not apply to contracts for passenger transport. Nevertheless, the Carrier offers voluntary cancellation on the terms below, without restricting the Passenger’s statutory rights.
2. The Customer may give notice of cancellation no later than 3 hours before the scheduled departure of the sailing being cancelled. For cancellation of an entire return journey, the deadline is calculated by reference to the first sailing.
3. Notice must be given by email to info@tramwaj-wodny.pl or by telephone on +48 790 690 704, stating the order number or other details that identify the purchase and specifying what is being cancelled. Compliance with the deadline is determined by when the notice is received, not when staff subsequently process it.
4. Timely cancellation of an entire unused purchase entitles the Customer to a refund of the full amount paid. For cancellation of part of an order, staff confirm the scope of the change and the amount to be refunded or otherwise settled, based on the prices applied at purchase; the return leg of a combined fare does not necessarily represent half the price of the whole journey.
5. A refund under the voluntary cancellation policy is made without undue delay and no later than 14 working days after receipt of a valid cancellation notice, unless applicable law requires a shorter period. Refunds are generally made using the original payment method. For cash payments, the method of collecting or receiving the refund is agreed with the Customer.
6. After the deadline in paragraph 2, the Carrier does not guarantee a refund under its voluntary policy for a Customer’s cancellation or failure to arrive for the sailing. This does not mean that transport not actually provided is deemed to have been provided, and does not exclude rights arising under law, from cancellation of the sailing or from the Carrier’s failure to perform the contract.
7. Changes to the date, time, number of Passengers or leg of the journey must be agreed with staff. Changes depend on availability and any adjustment for a price difference, which will be explained before the Customer gives consent. Submitting a request does not in itself change the ticket.
8. Following a change or refund, the current scope of the order applies. An old printout does not confer entitlement to services that have been refunded or changed. The Customer should obtain an updated ticket confirmation.

9. Delays, cancelled sailings and safety

1. The Carrier provides transport in accordance with the ticket. Weather, safety concerns or other obstacles may result in a delay, cancellation or replacement of the vessel with one of a similar standard. The Carrier provides available information on changes using the contact details supplied at purchase and operational announcements.
2. If the Carrier cancels a sailing, the Customer is entitled to a refund of the full ticket price for that sailing or to an alternative arrangement agreed with the Customer. Processing a cancelled sailing does not require a separate request under the voluntary cancellation policy; staff may contact the Customer to arrange the refund method.
3. For a journey covering more than one leg, the Carrier agrees with the Customer how the entire journey will be settled, taking account of the Customer’s statutory rights. The Carrier does not unilaterally impose travel on only one leg or a voucher instead of a refund that is due.
4. Where Regulation (EU) No 1177/2010 applies to the transport concerned, its rights to information, assistance, re-routing, reimbursement or compensation apply, together with the conditions and exceptions it provides. Reimbursement under Article 18 of that Regulation is made within 7 days; the period in Section 8, paragraph 5 does not extend that deadline.
5. Decisions concerning safe boarding and transport are made by the captain and crew within the limits of the law. Passengers must follow safety instructions and must not endanger others. Detailed rules for conduct on board are set out in the Conditions of Carriage.

10. Complaints and contact details

1. Complaints concerning sales, payments, tickets or transport may be submitted by email or in writing to the Carrier’s address below. Problems with the Website may be reported through the same channels.
2. The complaint should preferably include the complainant’s first name and surname, contact details for the response, the order number or other purchase details, the sailing date and time, a description of the problem and the requested resolution. Not having a receipt does not prevent a complaint if the purchase can be demonstrated in another way.
3. A response to a consumer complaint is provided on paper or another durable medium, such as email, within 14 days of receipt, unless specific legislation provides a different deadline for that complaint. Staff may request further information if needed; the request itself does not extend the statutory deadline.
4. For matters covered by Regulation (EU) No 1177/2010, the complaints procedure provided for in that Regulation also applies. These Terms and Conditions do not restrict the right to pursue claims or use available out-of-court dispute resolution procedures.

11. Personal data

1. The data controller is FHU NAUTIC Aleksander Cichosz. Personal data is processed in connection with orders, payments, tickets, check-in, changes and complaints, and to comply with legal obligations. The specific purposes, legal bases, recipients and retention periods are set out in the Privacy Policy.
2. Authorised persons have access to booking data in the system to the extent necessary to handle sales and transport. The Customer should not make their ticket or QR code publicly available.
3. Required and optional details are indicated in the form or by a member of staff, as described in Section 3. Not providing an optional email address for an in-person purchase does not prevent that purchase.
4. Data subjects have the rights provided for in the General Data Protection Regulation (GDPR), depending on the legal basis and circumstances of processing, including access, rectification, restriction, erasure, data portability or objection, and the right to lodge a complaint with the President of the Polish Personal Data Protection Office (UODO). The right to erasure does not override statutory data retention obligations.

12. Final provisions

1. Version 2.1 takes effect on the date it is published on the Website. It does not change the terms of earlier purchases, which remain subject to the version in force when they were made.
2. The Carrier may update these Terms and Conditions to reflect changes to its offer, sales process or the law, while respecting Customers’ acquired rights. Subsequent versions will indicate their effective date.
3. Matters not covered by these Terms and Conditions are governed by the applicable legislation, in particular the Polish Civil Code, the law applicable to sea or inland waterway transport, the Polish Act on the Provision of Services by Electronic Means and data protection legislation, and, to the extent applicable, the Polish Consumer Rights Act and Regulation (EU) No 1177/2010.
4. No provision of these Terms and Conditions excludes any liability of the Carrier or any rights of the Customer that cannot be excluded or limited by agreement.