General Terms and Conditions of the Loyalty Program
Arriva program is a loyalty program rewarding Passengers - customers of the Arriva Group companies in which Passengers can collect loyalty points (Points) on the basis of which they are entitled to various benefits defined in this program (hereinafter: General Terms and Conditions).
These General Terms and Conditions include the General Terms and Conditions of Carriage of the carriers participating in this program, on the basis of which transport contracts between the carriers and the Passengers participating in the ARRIVA loyalty program have been concluded.
With regard to the processing of personal data, program organizers act as joint controllers in relation to the processing of personal data related to the Arriva loyalty program, due to the joint participation of all three companies in this program. In this respect, they jointly determine the purpose and ways of processing of data, and they have a joint Privacy Statement in the Arriva loyalty program, published on www.arriva.com.hr containing more information on the role of joint controllers, and the relationship with Passengers.
Autotrans d.d., Šetalište 20. travnja 18, 51557 Cres
Panturist d.d., Sv. L. B. Mandića 33, 31000 Osijek
Autopromet d.d, P. Svačića 7, 47240 Slunj
ARRIVA loyalty program card: The name of the physical (plastic) card or virtual card used to identify Passengers and verify the fulfilment of the conditions by Passengers participating in the ARRIVA loyalty program, and by which Passengers can collect loyalty points and obtain various benefits (after joining the loyalty program). The ARRIVA loyalty program card is owned by the program organizer.
Application form: A paper or digital form by which the Passenger signs up for the ARRIVA loyalty program, which the Passenger shall fill in properly at ARRIVA ticket offices, on the website www.arriva.com.hr or through the app.
Passenger: A natural person who meets the requirements of this ARRIVA loyalty program and to whom, for the purposes of joining the ARRIVA loyalty program, is issued the ARRIVA loyalty program cars, thereby entering into a contractual relationship with ARRIVA in accordance with these General Terms and Conditions.
Loyalty Account: The place of recording the available amount of Points of each Passenger, where ARRIVA registers the transactions of adding / subtracting Points.
Point: A value indicator of consumption, awarded to the Passenger by ARRIVA, and points are collected as follows:
- 6,70 points when joining for a-card holders
- 4,70 points when joining without the a-card
- 6,70 points for your birthday
- 10% of the amount of purchase
The value of one point is one Euro.
JOINING THE ARRIVA LOYALTY PROGRAM, ENTERING INTO CONTRACT
Participation in the ARRIVA loyalty program is possible by using the ARRIVA loyalty program card, after registration as set out in these General Terms and Conditions. Passengers may request the ARRIVA loyalty program membership at ARRIVA ticket offices by filling in, signing, and submitting the paper application form available at ARRIVA ticket offices or by filling in the digital application form available at www.arriva.com.hr or in the Arriva Croatia mobile app.
The identification information for registration are the first name and surname, address, date of birth, e-mail address, mobile number, a-card number, and sex of the Passenger.
By filling in the Application Form, the Passenger confirms that they will comply with the provisions of the applicable General Terms and Conditions, that they are familiar with the provisions of the applicable Information on the processing of personal data and the Privacy statement, that they reside in the Republic of Croatia, and that they are over the age of 16.
The Passenger is obliged to correctly fill out the Application Form with accurate and up-to-date information. ARRIVA will not accept an Application Form that is incomplete or illegible, and is not responsible for acting on the basis of an Application Form containing untrue information.
The Passenger will immediately notify the ARRIVA Info center in case of any changes to their data provided in the Application Form, providing new, accurate and up-to-date information, if the Passenger wishes to continue their participation in the ARRIVA loyalty program.
ARRIVA has the right to reject the request of the Passenger to join the ARRIVA loyalty program in the following cases: if the passenger submits incomplete, inaccurate or illegible information on the Application Form, and if the participation of the Passenger in the ARRIVA loyalty program is terminated early with immediate effect by ARRIVA, due to violation of the contract, misuse or other illegal behavior.
ARRIVA is not responsible for the accuracy and veracity of the data entered at registration. ARRIVA has the right, but not the obligation, to verify that the information provided in the Application Form is correct. The Passenger is responsible for all activities carried out through their loyalty user account, including the activities of other persons, regardless of the fact whether the Passenger has authorized them or those persons make unauthorized use of the Passenger’s account. ARRIVA will not be liable for any lawsuits arising from possible abuses related to the provision of inaccurate information.
The ARRIVA loyalty program card shall not be transferred to another person, and shall not be given to another person for use. ARRIVA is not responsible for situations arising from the unauthorized use of a member’s loyalty account, and has the right to deny access to and provision of all or partial services to such a member of the program.
For term pass users who wish to sign up for the ARRIVA loyalty program, the existing chip will also be valid for the membership in the Arriva loyalty program.
Loyalty cards that are made at the ticket offices the Passenger may subsequently connect to their myarriva user account in order to easily manage their loyalty status.
COLLECTING AND ACCEPTING POINTS
Passengers can collect Points on their loyalty accounts through their ARRIVA loyalty program cards when purchasing tickets at ticket offices, website www.arriva.com.hr and Arriva Croatia mobile app.
Employees working at ARRIVA ticket offices, having read the ARRIVA loyalty program card, assume that the person using the ARRIVA loyalty program card is its actual holder, whereby they are not obliged to verify the identity of the person concerned.
ARRIVA will register Points on the Passenger’s loyalty account. The Passenger can track the amount of Points available on their loyalty account in the following ways:
• printed on the invoice received after the purchase of the ticket for which the ARRIVA loyalty program card was used,
• on the website www.arriva.com.hr under My Booking if the Passenger is not a registered myarriva user,
• in their loyalty profile if the Passenger is a registered myarriva user (on the website www.arriva.com or the Arriva Croatia mobile app).
In the loyalty profile, the Passenger can at any time, besides seeing the amount of points, download current coupons and rewards, and inform themselves about the current offers and benefits of the loyalty program.
In the event that the ARRIVA loyalty program card is lost, stolen or damaged, the Passenger may request the transfer of their collected Points (including prizes, coupons, etc.) to a new ARRIVA loyalty program card.
The customer cannot purchase the Points, but only collect them by purchasing services.
Points that are not redeemed within 18 months from the date of obtaining are automatically deleted.
Passengers may request to amend the Points that have been awarded or haven’t been awarded by mistake through the ARRIVA Info center. Such a request shall be sent with an explanation and the copy of the invoice within 15 days after the incorrect award of points has been detected.
Assigning points or accepting coupons may be unsuccessful in the following cases:
o If the ARRIVA loyalty program card or the ARRIVA technical system are defective (e.g. system crash, cyber-attack, lack of internet connection, IT errors, etc.). In the event of a dispute over the award of Points, the Passenger shall contact the ARRIVA Info center to clarify the situation.
o If the ARRIVA loyalty program card is invalid. In this case, the subsequent award of points is not possible.
CESSATION OF MEMBERSHIP
ARRIVA has the right to cancel the plastic ARRIVA loyalty program cards. ARRIVA loyalty program cards may be cancelled in case of loss (theft) or if the card is unusable due to damage to the plastic card.
ARRIVA has the right to terminate the participation of Passengers in the ARRIVA loyalty program with immediate effect in the following cases:
o The loyalty program card is misused in any way (for example, sharing the loyalty program card or coupons with unregistered or unqualified passengers) or
o the Passenger’s actions or expression jeopardize the operation of the loyalty program or the legitimate interest of the other Passengers (e.g. making illegal defamatory comments in relation to the loyalty program) or
o the Passenger is included in any EU, UN, UK and/or US sanctions list, whereby the loyalty account of the Passenger shall be deleted with immediate effect.
The termination of the contract between the Passenger and ARRIVA with immediate effect implies the immediate termination of the loyalty account of the Passenger (points, rewards, coupons, etc.).
The request of the Passenger to be removed from the Arriva loyalty program can be made by filling in the Statement of termination of membership in the Arriva loyalty program.
ARRIVA excludes liability for any damages arising from the cases mentioned in this Article, unless otherwise specified by the mandatory provisions of the valid legal regulations in Croatia.
COMPLAINTS AND COMMUNICATION
Complaints may be filed:
1. in writing, to the postal address: Autotrans d.d. p.p. 288 51000 Rijeka
2. online on www.arriva.com.hr
3. in writing, by filling out the complaint form at any of ARRIVA’s ticket offices.
The ARRIVA Info center receives complaints regarding transactions or any other problems related to the participation in the loyalty program exclusively from the Passenger or from a person acting on behalf of the Passenger on the basis of a written authorization for representation (authorized representative). In case of complaints made over the phone, the Passenger shall be identified by providing the requested personal data. In case of complaints made over the Internet, the Passenger shall be identified by entering the necessary login information.
In the event that ARRIVA finds that the information necessary to resolve the complaint are not available, ARRIVA may request from the Passenger to deliver the missing information within a specified period of time, otherwise the complaint will be rejected. In the event that the Passenger does not provide the requested information in a timely manner, ARRIVA has the right to reject the complaint.
Complaints resolution procedure:
• The Passenger is obliged to make all documents which support the complaint available to ARRIVA after the complaint has been submitted. For example, if the complaint concerns problems with purchases / Points, the Passenger shall present the invoices / receipts received at the time of purchase. ARRIVA may request additional information if that is necessary to resolve the complaint. If the Passenger does not provide them, the complaint will be rejected, and the costs of the damage incurred shall be borne by the Passenger, if without such additional information ARRIVA cannot resolve the complaint.
• The complaint shall be submitted within 15 days of the occurrence of the failure which is the subject of the complaint. All complaints received through the communication channels referred to in this Article that are received after the specified deadline, shall be rejected as not timely.
• All complaints submitted within the specified period, in writing or via the Internet, shall be resolved within 15 (fifteen) days of the submission of the complaint, and within the specified period of time the Passenger shall also be notified about the decision following the complaint.
The information on the processing of personal data in connection with the resolution of the complaint can be found here: www.arriva.com.hr.
In the event that the Passenger and ARRIVA cannot reach a mutual agreement through ARRIVA’s internal complaint resolution process, the Passenger has the right to settle the dispute out of court by submitting the application to an authorized entity for alternative dispute resolution, i.e. the Court of Honor with the Croatian Chamber of Economy, website: https://www.hgk.hr/sud-casti-pri-hgk/o-sudu-casti. The application can be submitted online at the following link: https://www.hgk.hr/sud-casti-pri-hgk/obrazac-za-podnosenje-prijave-sudu-casti-pri-hgk or in writing to the following address: Court of Honor with the Croatian Chamber of Economy, Rooseveltov trg 2, 10 000 Zagreb.
The Passenger has the right to file a report with the Court of Honor with the Croatian Chamber of Economy also through the online dispute resolution platform, available at the following link:
https://ec.europa.eu/consumers/odr/main/ index.cfm? event = main.home2.show & lng = HR, in accordance with the Alternative Dispute Resolution Act.
For any dispute that has not been resolved out of court, the court having jurisdiction in Rijeka shall give its ruling on the dispute. All questions concerning the validity and interpretation of the General Terms and Conditions or possible litigation relating to their application are governed by the law of the Republic of Croatia.
The Passenger shall notify the ARRIVA Info center in case of loss or theft of the loyalty program card as soon as possible. Based on the notification received, ARRIVA will cancel the loyalty program card.
The information about the processing of personal data in the Arriva loyalty program can be found at the following link: www.arriva.com.hr.
ARRIVA has the right to publish temporary promotions in order to achieve the success of the loyalty program and to determine special rules for them.
CHANGES TO GENERAL TERMS AND CONDITIONS
A notice of amendments will be published on the www.arriva.com.hr website.
The amendments to these General Terms and Conditions shall enter into force on the date of their publication on the www.arriva.com.hr website and shall be valid until the date of issuance of the new General Terms and Conditions. With the entry into force of the new General Terms and Conditions, the provisions of the previously applicable General Terms and Conditions shall change.
If the Passenger who at the time of the entry into force of the new General Terms and Conditions is already in a contractual relationship with ARRIVA, and does not agree with the above-mentioned effect of the General Terms and Conditions, they are authorized to terminate the existing contractual relationship by sending a written Statement of termination of membership in the Arriva loyalty program no later than 15 days from the day of publication of these General Terms and Conditions. The Statement of termination of membership shall be submitted in writing to the postal address AUTOTRANS d.d. - p.p. 288 51000 Rijeka or to the e-mail address: firstname.lastname@example.org. The contract shall be considered terminated on the day ARRIVA receives the Statement of termination of membership in the Arriva loyalty program.
If, within the time limit left, the Passenger does deliver to ARRIVA the Statement of termination of membership, it shall be deemed that the Passenger agrees with the changes of their contractual relationship described above. The Passenger also agrees that the use of the loyalty program card within the deadline for the termination of the contract is considered to be the consent of the Passenger to the amended contractual terms and conditions.
ARRIVA is not responsible for any abuses of the loyalty program card or for any damage caused by the loss, theft, destruction or damage of the loyalty program card, unless otherwise specified by the mandatory provisions of the valid legal regulations in Croatia.
LOYALTY PROGRAM TERMINATION
ARRIVA has the right to terminate the loyalty program at any time. ARRIVA shall notify the Customers of the termination of the loyalty program through the loyalty program website www.arriva.com.hr at least 90 (ninety) days before the termination. After the termination of the loyalty program, Points can no longer be collected, and no benefits can be used.