Public Offer

1.1. PanBus is an online service for finding and buying tickets for intercity and international bus journeys, operating at panbus.com.ua (the "Platform").

1.2. The Platform is operated by Limited Liability Company "GLOBAL HORIZONT", EDRPOU code 46332018 (the "Agent", "we", "us"), which is the party to this agreement.

1.3. This text is a public offer: the Agent proposes to any natural person with full legal capacity (the "Buyer") an agreement, on identical terms for everyone, under which the Agent provides agency services for finding, booking and buying bus tickets (the "Agreement").

1.4. "PanBus" is the name of the Platform, not of a carrier. Each journey is operated by the carrier shown on the ticket; a carrier whose name matches or resembles the Platform's is a person separate from the Agent.

1.5. The Agreement is concluded electronically under the Law of Ukraine "On Electronic Commerce" and Articles 633, 634, 641 and 642 of the Civil Code of Ukraine; it has the same legal effect as a contract made in writing. A Buyer who is a consumer keeps every right granted by the Law of Ukraine "On Consumer Rights Protection"; nothing in the Agreement limits those rights.

1.6. The Privacy Policy, which explains how we handle personal data, forms part of the Agreement.

2.1. The Buyer accepts the Agreement in full and without reservation as soon as they do any of the following: place an online purchase or a booking, pay for a ticket, create an account, contact customer support, or keep using the Platform. The Agreement is concluded at that moment.

2.2. Anyone who disagrees with any term of the Agreement should not use the Platform.

2.3. Only a person aged 18 or over with full civil capacity may enter into the Agreement.

2.4. The Agent may amend the Agreement unilaterally by publishing a new version on the Platform together with its update date. A new version applies from the day it is published unless it names a later date. We do not announce changes in any other way: the current Agreement is always available on the Platform, and it is worth reading before each order.

2.5. Continuing to use the Platform after a new version is published means accepting it. An order placed earlier is performed under the version in force on the day it was placed.

2.6. The Ukrainian version of the Agreement is binding. The English version is a convenience translation; where the two differ, the Ukrainian version prevails.

3.1. Agent — GLOBAL HORIZONT LLC, which sells tickets for carriers' journeys through the Platform under agency (sub-agency) agreements with those carriers.

3.2. Carrier — a legal entity or sole proprietor holding permits (licences) for scheduled passenger transport by bus and working with the Agent.

3.3. Buyer — a natural person who searches for, books or buys tickets on the Platform for themselves or for other people.

3.4. Passenger — a person named in an order who travels on the ticket.

3.5. Journey — a trip on a carrier's route, timetable and fare.

3.6. Order — a request for one or more tickets placed on the Platform, with passenger details, the journey and the travel date.

3.7. Ticket — an electronic travel document evidencing the contract of carriage between the passenger and the carrier.

3.8. Online purchase — buying a ticket and paying for it by bank card on the Platform.

3.9. Pay-the-driver booking — a free, temporary seat reservation that the passenger pays the carrier for at boarding.

3.10. Carrier's rules — the carrier's fares and its terms of carriage, baggage, refunds and cancellations.

3.11. Payment provider — the acquiring bank or other payment institution through which the Platform takes online payments.

3.12. Personal account — the part of the Platform where a registered Buyer sees their orders and passenger details.

3.13. Service fee — the charge for the Agent's services, where one is set; it is either included in the price or shown as a separate line before payment.

3.14. Promo code — a string of characters that gives a discount or other special terms when an order is placed.

4.1. The subject of the Agreement is the Agent's services: the technical means to find a journey, reserve a seat, issue a ticket and pay for it through the Platform, and advice on orders.

4.2. The passenger is carried by the carrier. The contract of carriage is made directly between the passenger and the carrier on the carrier's rules, and the Agent is not a party to it.

4.3. By placing an order, the Buyer instructs the Agent to act in the Buyer's name and at the Buyer's expense in dealings with the carrier, to the extent needed to book and issue the tickets.

4.4. Timetables, prices, seat availability and other terms reach the Platform from carriers in real time and are shown "as is"; a carrier may change them or withdraw a journey from sale without notice.

4.5. The carrier is responsible for the quality, punctuality and completeness of the carriage; the Agent answers for them only where the Agreement or the law expressly says so.

5.1. An order can be placed from an account or as a guest, without registering.

5.2. To register, the Buyer gives an email address and a password.

5.3. A user account on panbus.com.ua is shared with the other websites operated by GLOBAL HORIZONT LLC. Signing in on any of these sites shows the same profile and all of the Buyer's orders.

5.4. A guest order is placed with an email address and a phone number, and the link to it is sent to that email address. Whoever has the link can see and manage the order, so the Buyer keeps it to themselves; the Agent is not liable for access through a link the Buyer disclosed.

5.5. The Buyer keeps the password secret; everything done from the Buyer's account counts as done by the Buyer.

5.6. The Buyer is responsible for the truthfulness, accuracy and completeness of their details, keeps contact details up to date and bears the consequences of false information.

5.7. The Agent may suspend or close an account for a serious breach of the Agreement, fraud, or more than 12 months without use; no compensation is due. The Buyer, in turn, may at any time ask for their account and personal data to be deleted, as described in the Privacy Policy.

6.1. The Buyer chooses the journey, date, number of passengers and extra services and enters each passenger's details: surname, first name, date of birth and, for international journeys, citizenship and identity document details, plus anything else the carrier requires for that route.

6.2. The Buyer checks these details before paying or confirming. A passenger whose ticket details do not match their document is not allowed to board; the Buyer is responsible for the details being correct.

6.3. The ways of paying available depend on the carrier and the journey; the Platform shows them while the order is placed.

6.4. Online purchase. Payment is made on the payment provider's page with a Visa or Mastercard card, Apple Pay or Google Pay, with 3-D Secure verification; the Platform neither sees nor stores card details. The payment is received by GLOBAL HORIZONT LLC.

6.5. The amount may at first only be held on the card and charged once the carrier confirms the ticket; if no confirmation arrives, the hold is released.

6.6. A ticket bought online is purchased once the money is credited to the Agent's or the carrier's account. The electronic ticket is emailed to the Buyer and stays available in the order on the Platform.

6.7. Pay-the-driver booking. Some carriers let a seat be reserved free of charge and paid to the driver at boarding, in cash or another way the carrier accepts. Such a booking is temporary and must be paid for: a passenger who refuses to pay may be refused travel without any compensation.

6.8. The final price when paying the driver is set by the carrier at boarding under its rules. The contract of carriage is made once the passenger has paid the carrier in full and the carrier has issued the ticket.

6.9. One pay-the-driver booking made through the Platform covers up to 6 passengers, and no more than the seats available; larger groups book through customer support.

6.10. No later than 24 hours before departure, the Agent asks the Buyer to confirm the trip — by a call from a manager, a message in an available channel, or an email with a confirmation link. The Buyer confirms by one of these means.

6.11. If no confirmation arrives before departure — in particular, if the Buyer does not answer on the number given and has not opened the link in the email — the Agent may cancel the booking and give the seat to other passengers. Nothing was paid for the booking, so such a cancellation involves no payment to the Buyer.

6.12. The Agent may cancel without notice a duplicate booking of the same passenger on the same journey and date, and may restrict or close the pay-the-driver option for a Buyer who repeatedly breaks its rules.

6.13. If the trip will not take place, the Buyer cancels the booking in good time on the Platform or through customer support — before the journey leaves its first stop.

7.1. The ticket price is set by the carrier under the fares in force when the order is placed; the Agent neither sets nor changes carriers' fares.

7.2. The order total may include the fare, carrier charges, the Agent's service fee and chosen extras such as baggage. The Buyer sees the full amount before paying or confirming a booking.

7.3. Until the Buyer has confirmed and paid for an order, the Agent may, where justified, change its price — the Buyer then sees the new amount and decides whether to go on. Once paid, an order's price does not change.

7.4. If a price or term is shown with a technical error, the Agent either offers the Buyer to confirm the order at the correct price or cancels it and returns everything paid.

7.5. Online payments are always made in hryvnias. A fare the carrier set in another currency is converted to hryvnias at the rate fixed when the order is placed; a pay-the-driver booking may show the price in the carrier's currency. The currency in which the card is charged depends on the Buyer's bank; exchange differences and bank charges that are not the Agent's income are borne by the Buyer.

7.6. At the Buyer's request, the Agent issues a settlement document confirming payment under the Law of Ukraine "On the Use of Registrars of Settlement Operations in Trade, Public Catering and Services".

7.7. Promo codes are issued at the Agent's discretion — in emails and messenger messages, on its social media pages, on the Platform, or through partners it has authorised in writing.

7.8. Unless a promotion's terms say otherwise, a promo code may be used once and in a single order, and it is valid until the date stated in the promotion's terms; it cannot be exchanged for money. A promo code discount and an online payment discount do not add up — the larger one applies.

7.9. A promo code applied to an order counts as used even if the order is later cancelled — whether by the Buyer or because the carrier cancelled the journey (in which case the money is returned in full within the Agreement and the carrier's rules).

7.10. The Agent may at any time change promotion terms, end individual promo codes and refuse a code that is being abused; no compensation is due for this.

8.1. How much baggage travels free, what extra baggage costs and which sizes and kinds are allowed is set by the carrier; the Platform shows these terms while the order is placed.

8.2. Paid baggage is paid for online with the order or to the driver at boarding, depending on the carrier.

8.3. At changes between buses, the passenger moves their baggage themselves.

8.4. The carrier answers only for the item of baggage arriving, not for the integrity or working order of what is inside, nor for minor damage such as scratches, stains or wear.

8.5. Money for paid extra baggage is returned only when the whole order is cancelled, on the refund terms in force on the day of cancellation.

8.6. Bicycles, musical instruments, pushchairs, wheelchairs and animals travel under the carrier's own rules; customer support will help find them out.

9.1. A ticket paid online can be returned within the limits and on the terms of the carrier's rules for that journey. The Platform shows the refund terms — deductions and time limits — when the order is placed and again before a return.

9.2. Returns are made on the Platform, in the personal account or through the guest order link; customer support helps where needed.

9.3. The refund amount follows the carrier's rules: of the price the Buyer paid for the ticket, the Buyer gets back the share the carrier returns given the time left before departure and its deductions. The Buyer cannot claim more than the carrier's rules provide.

9.4. The full ticket price is returned when the carrier cancelled the journey; otherwise, only where the carrier's rules expressly provide for it and the Agent agrees. That decision is made by the Agent's authorised staff (managers, administrators).

9.5. Money goes back by the same method used for payment, within the payment provider's time limits — as a rule, up to 14 banking days after the Agent confirms the refund.

9.6. On a return the Buyer initiated, the Agent's service fee is not refunded; it is refunded when the carrier cancelled the journey or when the return was caused by the Agent's technical error.

9.7. If the carrier cancels a journey, the passenger chooses between another journey and a full refund of the ticket price; on international routes they also have the rights under Regulation (EU) No 181/2011 on the rights of passengers in bus and coach transport. Compensation claims are made to the carrier through the Agent.

9.8. For a refund, the Agent may ask for copies of documents such as bank details, an identity document or an application; until they are provided, the refund may be postponed or refused.

9.9. A pay-the-driver booking is cancelled in the personal account with no money returned, since nothing was paid for it.

10.1. The Agent: enables the Buyer to search for, book and pay for tickets on the Platform and keeps it working properly; passes orders to carriers and helps the Buyer receive tickets; advises on orders; processes personal data under the Privacy Policy and the Law of Ukraine "On Personal Data Protection".

10.2. The Agent may: change the Platform's features, design and content, the list of carriers and the service fee; restrict access to the Platform during technical work or in case of abuse; refuse service to anyone in breach of the Agreement; record telephone calls with customer support for quality control.

10.3. The Buyer: gives truthful details about themselves and the passengers and checks them before payment; pays for orders on time; follows the carrier's rules; makes the passengers they book for aware of the Agreement and the carrier's rules; does not use the Platform for unlawful purposes or interfere with it (attempted hacking, automated data collection, DDoS attacks and the like).

10.4. The Buyer may: receive complete and reliable information about the Agent's and the carrier's services; receive electronic tickets; return tickets within the Agreement and the carrier's rules; contact customer support; require deletion of their personal data.

10.5. When booking a ticket for a minor, the Buyer is responsible for compliance with the rules on carrying children set by law and by the carrier.

11.1. The parties are liable for failing to perform the Agreement, or performing it improperly, under the law of Ukraine.

11.2. As an intermediary, the Agent is not liable for: the course of the journey, timetable changes, delays or cancellations by the carrier; the condition of the bus or the conduct of the driver and other carrier staff; a passenger being refused boarding for breaking the carrier's rules (ticket details not matching the document, missing documents, intoxication and the like); the consequences of border crossings, customs procedures and visas; loss of, damage to or theft of baggage; acts of third parties that prevented the service from being used.

11.3. The Agent's liability for its own services is limited to the service fee paid for the order concerned, unless the law provides otherwise.

11.4. Nor is the Agent liable for mistakes the Buyer made in an order (wrong passenger details, email address or phone number) or for messages that did not arrive through the fault of the Buyer or their email service (for instance, a spam filter); for Platform outages caused by things beyond its reasonable control — communication networks, hosting, payment systems, cyberattacks; or for the consequences of changes to timetables, fares and seat availability passed on by carriers, save for gross negligence.

11.5. The Buyer is responsible for the truthfulness and currency of the details they give, for keeping access to their account and to the guest order link safe, and for the conduct of the passengers they booked for.

11.6. A party is released from liability where the Agreement is not performed because of force majeure that arose after the Agreement was made and that the party could neither foresee nor prevent by reasonable measures. This includes war and armed conflict (declared or not), shelling, blockades, acts of an occupying administration, terrorist attacks, mass unrest, strikes, natural and man-made disasters, epidemics and pandemics, decisions of public authorities restricting movement, transport or payment systems, and outages of power, communications or the internet for external reasons.

11.7. A party relying on such circumstances notifies the other within a reasonable time; they are evidenced by a certificate of the Ukrainian Chamber of Commerce and Industry or another competent body. If they last more than 30 calendar days in a row, either party may withdraw from the Agreement by notifying the other; money for what was not performed is returned under the carrier's rules and the Agreement.

12.1. The Agent processes the personal data of Buyers and passengers under the Privacy Policy, the Law of Ukraine "On Personal Data Protection" No. 2297-VI and, where it applies, the EU General Data Protection Regulation 2016/679 (GDPR): to perform the Agreement, pass data to carriers, process payments, keep the Buyer informed about the order and meet legal requirements.

12.2. When booking for other people, the Buyer warrants that they have those people's consent to the processing of their data on the terms of the Privacy Policy and have made them aware of the Agreement.

12.3. The Agent protects personal data with reasonable organisational and technical measures against unauthorised access, loss, alteration or disclosure.

12.4. The Platform's code, design, texts, images, logos, photographs, videos and databases belong to the Agent or are used by it under licence and are protected by the law of Ukraine and international treaties. Carriers' names and logos belong to their owners and are used under partnership agreements to show who operates a journey.

12.5. Without the Agent's written consent, no one may copy, modify, distribute or commercially use Platform materials, collect data from it by automated means (parsers, scrapers and the like), build derivative products on it, or remove copyright and trademark notices. An infringer must stop the infringement and compensate the damage; the Agent may also use other remedies the law provides.

13.1. For questions about an order, call customer support on +380 67 662 5562 every day from 09:00 to 22:00; you can also write to the same number in Viber, Telegram or WhatsApp.

13.2. Send a written claim as a message in Viber, Telegram or WhatsApp to +380 67 662 5562 or by post to: 63/1 Medovoi Pechery St., Lviv, Ukraine. State the order number, what you are claiming and how to reach you.

13.3. The Agent considers the claim and replies within 30 calendar days of receiving it.

13.4. A dispute that negotiation does not settle goes to the court at the Agent's location under the law of Ukraine, without prejudice to a consumer Buyer's statutory right to sue at their place of residence.

13.5. The Agreement is governed by the law of Ukraine. If a term of it is held invalid, the rest of the Agreement is unaffected.

Name: Limited Liability Company "GLOBAL HORIZONT"

EDRPOU code: 46332018

Registered address: 63/1 Medovoi Pechery St., Lviv, Ukraine

Postal address: 63/1 Medovoi Pechery St., Lviv, Ukraine

Website: https://panbus.com.ua

Customer support: +380 67 662 5562 (calls; Viber, Telegram, WhatsApp)