Passenger transportation rules

1. Ticket Purchase Conditions

1.1. A ticket is a personalized document for bus travel and may not be transferred to another person. It is valid until the departure date and time specified on the ticket.

1.2. The ticket constitutes a Contract of Carriage concluded between the passenger and the carrier, under which the passenger has the right to use the vehicle and related services exclusively for the trip specified on the ticket.

1.3. By paying for the ticket, the passenger confirms that they have familiarized themselves with the ticket purchase conditions and the passenger transportation conditions for the given route.

1.4. Upon receiving the ticket, the passenger must immediately verify the accuracy of the information indicated on it, as well as the correspondence of the ticket price to the amount paid. Claims submitted later will not be accepted.

1.5. In the event that the passenger fails to appear for the bus departure from the point of departure and at the time specified on the ticket, the Contract of Carriage shall be considered terminated at the passenger’s initiative, and the carrier reserves the right to resell the passenger’s seat.

1.6. A passenger who has purchased an online electronic ticket (e-ticket) may print it in two paper copies and present it when boarding the bus. If printing is not possible, it is sufficient to show the ticket on the screen of a phone or tablet.

2. General Requirements

2.1. The passenger must arrive for boarding no later than 30 minutes before the bus departure. In case of late arrival for boarding, the passenger bears full responsibility.

2.2. The passenger is obliged to present the ticket for inspection together with a passport and, in the case of a discounted fare, a document confirming the right to such a discount. If the passenger fails to present a document confirming the validity of the discount, the passenger may travel only after paying the difference up to the standard (non-discounted) ticket price.

2.3. The passenger must keep the ticket until the end of the journey.

2.4. The passenger must present the ticket to an authorized inspector upon first request.

2.5. The passenger must have a valid international passport and be informed about the customs regulations of the countries along the route.

2.6. Children and minors under the age of 16 may travel only when accompanied by an adult.

2.7. Children under the age of 15 are prohibited from occupying seats near the drivers, namely seats No. 1, 2, 3, and 4.

2.8. During stops, the passenger must return to the bus on time. The duration of stops is announced by the driver. After this time expires, the bus departs, and a late passenger continues the journey independently without any fare compensation.

2.9. The carrier is not responsible for the correctness or availability of documents entitling the passenger to cross borders along the route. In the absence of required documents or in the event of customs violations, the passenger shall compensate the carrier for all losses related to such absence or violations.

2.10. The carrier bears no responsibility for violations of customs or immigration regulations committed by the passenger.

2.11. In the event of violations of visa regulations (expired visas, replacement of a passport with another document, extended passport validity, etc.), as well as in the case of possession of Belarusian or Russian passports, the carrier reserves the right to refuse transportation. No monetary compensation for the unused ticket shall be provided.

2.12. If a passenger violates customs or border regulations and is detained at the border, causing a delay to the route, the bus crew has the right to depart without the passenger according to the schedule and without fare compensation.

2.13. In accordance with personal data protection laws, the carrier does not disclose passenger information.

2.14. The carrier is not responsible for delays during travel or late arrival at destinations caused by circumstances beyond its control (including border delays, weather conditions, traffic congestion, actions of public authorities, road works, actions of passengers affecting such circumstances), as well as other reasons (technical problems with the bus that could not be prevented by LEV-BUS despite all precautionary measures).

2.15. The bus schedule does not include time for processing Tax Free documentation.

2.16. The carrier has the right to make changes to the schedule, use additional buses, and change passenger seat assignments without prior passenger consent.

2.17. The carrier has the right to:

restrict or suspend transportation in the event of natural disasters, epidemics, epizootics, or other emergency situations;
stop the vehicle (bus) in the event of a threat to the life or health of passengers.

2.18. The period for responding to complaints, claims, and grievances related to the execution of the carriage contract shall not exceed 30 days from the date of receipt of the claim.

2.19. In the case of free ticket reservations, the carrier reserves the right to require full or partial prepayment.

3. Boarding

3.1. The passenger must arrive for boarding at least 30 minutes prior to departure. After checking in luggage at the baggage compartment, the passenger must present all required documents and hand luggage to the company representative, who will indicate the passenger’s seat on the bus. Seats are assigned exclusively by the LEV-BUS representative. Seats assigned by any other company are invalid. After taking the assigned seat, passengers are kindly requested not to leave the bus in order not to interfere with the boarding process.

3.2. For safety reasons, the company does not allow anyone other than the passenger to board the bus. Therefore, passengers are advised to say goodbye before boarding begins.

4. Conduct on the Bus

4.1. Passengers are kindly requested to use the bus equipment carefully and avoid causing damage. Otherwise, the passenger shall bear financial liability for any damage caused to the vehicle.

4.2. Smoking, consumption of alcoholic beverages, and use of narcotic substances are strictly prohibited on board. Failure to comply entitles the carrier to remove the passenger from the route without fare compensation.

4.3. The bus crew may refuse transportation to passengers who are intoxicated, wearing dirty clothing, or whose behavior disturbs other passengers or poses a danger to travelers.

4.4. Walking around the cabin or standing in the aisles while the bus is in motion is strictly prohibited.

4.5. During the trip, placing feet on seats or lying on the bus floor is prohibited.

4.6. If the bus is equipped with seat belts, the passenger is obliged to fasten and use them properly. Failure to comply may result in a monetary fine imposed directly on the passenger.

4.7. Hot water may be used only with the driver’s permission during stops to avoid accidents.

4.8. During the trip, films and music may be offered for listening via headphones. Passengers are kindly asked to be considerate of others.

4.9. Trash must be placed in individual bags and disposed of in bins at stops.

4.10. During stops, before leaving your seat, please ensure that the seat back is in an upright position, the table is folded, and the footrest is stowed.

4.11. Distracting the driver while the bus is in motion is strictly prohibited.

4.12. Passengers who violate the rules of conduct on the bus shall be removed from the route without fare compensation.

6. Refunds for Unused Travel

6.1. Refunds for unused travel are issued exclusively by the company where the ticket was purchased.

6.2. The basis for a refund is the ticket form with all detachable coupons intact.

6.3. Refunds for unused return travel are not provided.

6.4. A passenger who fails to appear or arrives late is not entitled to a ticket refund.

6.5. A passenger has the right to cancel transportation services and receive a refund of the paid amount minus a ticket/service fee as follows:

cancellation more than 72 hours before departure – 100% refund;
cancellation more than 24 hours but less than 72 hours before departure – 75% refund;
cancellation more than 12 hours but less than 24 hours before departure – 50% refund;
cancellation less than 12 hours before departure – no refund.

7. Baggage Transportation

7.1. One passenger is entitled to free transportation of:

one piece of checked baggage not exceeding 50×40×80 cm and weighing up to 20 kg. Larger or heavier baggage may be transported subject to available space and an additional fee;
one piece of hand luggage weighing up to 5 kg and measuring 20×30×40 cm. Hand luggage must be easy to carry and fit under or above the passenger’s seat. The passenger is responsible for hand luggage; the carrier bears no responsibility for it.

7.2. Additional baggage may be transported subject to available space in the baggage compartment for an additional fee. It must not exceed the size and weight of standard baggage. Availability is determined by the driver at boarding.

7.3. The carrier is responsible only for baggage accepted for transportation and confirmed by a baggage receipt or tag.

7.4. The carrier is not responsible for damage to fragile, perishable, improperly packed, or valuable items (money, documents, electronics, etc.) transported in the baggage compartment.

7.5. The carrier is not responsible for minor or surface damage to checked baggage, including broken wheels or handles, lost straps, or minor wear such as scratches, cuts, creases, or stains.

7.6. Oversized baggage (refrigerators, televisions, sofas, etc.) is not transported.

7.7. Bicycles may be transported in the baggage compartment subject to available space. The front wheel must be removed and packed separately, and the bicycle must be packed. A disassembled and packed bicycle counts as two pieces of baggage. A purchase document is required.

7.8. Transportation of baggage that poses a threat to safety or health, may damage other baggage, or the vehicle is prohibited.

7.10. The carrier is not responsible for loss of money, jewelry, passports, securities, collectible items, items of scientific value, or other valuables.

7.11. Any animal, regardless of size, is transported with a separate ticket and seat and only in a special container or cage. Dogs must be muzzled.

7.12. Transportation of plants or oversized baggage is possible only with written consent of the carrier and for an additional fee.

7.13. During peak periods (June–August, New Year holidays from 15.12 to 15.01, and two weeks before Easter), a passenger with excessive baggage that cannot be accommodated forfeits the right to a refund. Passengers are advised to ship baggage in advance.

7.14. The carrier is not responsible for items left on the bus. Found items, where possible, are transferred to the LEV-BUS office.

7.15. Bus staff may request inspection of baggage for safety and customs compliance. Refusal may result in denial of transportation of suspicious baggage.

8. Discounts

8.1. Passengers wishing to receive discounts must confirm eligibility both at the time of ticket purchase and during the journey.

8.2. Discounts may not be combined.

9. Children and Minors

9.1. Children aged 0 to 3 may be transported only in special child safety seats secured with seat belts. Such seats must be suitable for two-point seat belts and must be provided by accompanying adults.

9.2. Children and minors under 10 years of age may travel on domestic and international routes only when accompanied by an adult.

9.3. Children and minors aged 10 to 14 may travel unaccompanied only if a parent or guardian provides written confirmation during booking that the minor is capable of traveling independently.

9.4. Young people aged 15 and older may travel independently. For international routes, a parent or guardian must ensure the minor has all required travel documents.

9.5. Children up to 15 years of age travel at a discounted fare. If a promotional fare lower than the discounted fare is available, the child automatically receives the more favorable fare.