General Terms and Conditions
Tetono Industry s. r. o. (brand JoyTour)
These are the general terms and conditions of
Tetono Industry s. r. o., registered at 5. května 417, 250 64, Měšice, Company
ID: 09310401.
A customer who utilizes the services of Tetono
Industry s. r. o., with the registered address at 5. května 417, 250 64,
Měšice, Company ID: 09310401, fully accepts these terms and conditions. By
signing the order or contract, placing an online order through the website, or
confirming an order, the customer explicitly agrees to these terms and
conditions, which the order or transportation contract references. If a
customer does not agree with these conditions, they are not authorized to enter
into any contractual document with the company or place an order through the
company’s website.
Unless otherwise agreed, all transport services
and the mediation of these services are exclusively provided as occasional
international personal transport by vehicles for up to 9 persons, including the
driver, under Act No. 102/2013 Coll., on Road Transport, as amended by Act No.
111/1994 Coll., and subsequent amendments.
These terms and conditions are prepared in
accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil
Code.
The protection of customers' personal data is
carried out in accordance with Act No. 101/2000 Coll., on the Protection of
Personal Data, and the GDPR (General Data Protection Regulation) directive.
1. Basic Definitions
1.1 Company – Refers to the carrier or mediator
of transport, Tetono Industry s. r. o., with its registered address at 5.
května 417, 250 64, Měšice, Company ID: 09310401, which provides or mediates
transport and other services to the customer under these terms.
1.2 Customer – A person or company utilizing
the services of Tetono Industry s. r. o. based on an order or contract, having
agreed to these terms and conditions.
1.3 Terms and Conditions – The terms governing
the provision of transport or intermediary services by the Company to the
Customer, with the essential requirement that the Customer explicitly agrees to
these conditions to utilize the services.
1.4 Service/Transport – The actual transport or
mediation of transport, travel services, or other services performed or
mediated by the Company for the Customer.
1.5 Driver – The driver is an employee of
Tetono Industry s. r. o., or a contractual driver whose service is provided or
mediated by Tetono Industry s. r. o.
1.6 Customer’s Personal Data – Personal or
identifying information provided by the Customer to the Company in connection
with ordering or using the Company’s services.
2. Protection and Handling of Customer Data
2.1 The Company processes the personal data of
Customers provided to ensure the proper delivery of services.
2.2 Personal data is collected, recorded, and
handled in accordance with EU legislation, particularly GDPR, and Act No.
101/2000 Coll., on the Protection of Personal Data.
2.3 By agreeing to these terms and conditions,
and by ticking the consent box for personal data processing when placing an
order, the Customer gives explicit consent to the Company to process, handle,
and store personal and other data provided by the Customer or authorized
representative.
2.4 The Customer grants the Company indefinite
consent to process personal and other data for the purpose of delivering the
services ordered (e.g., transport of persons and luggage). The Company must
destroy any personal data no longer needed for service delivery.
2.5 The Customer consents to the use of their
personal data only under strict compliance with legal regulations for data
handling.
2.6 The Company is obliged to handle and
process the personal data of Customers only to the extent necessary for the
proper performance of its activities and the provision of its services.
2.7 If the Customer disagrees with the data
handling terms, they are not entitled to use the Company's services.
2.8 The Company is committed to securing
Customers' personal data in both electronic and paper formats. A responsible
person has been appointed to ensure correct handling of the Customers' personal
data.
2.9 The Company implements internal, legal, and
administrative measures to protect personal data and does not outsource
third-party services for data handling.
2.10 The provisions on data protection apply to
both individuals and legal entities providing personal data to the Company when
ordering its services.
2.11 The Company must store personal data on
secure platforms, accessible only to the person responsible for data
management.
2.12 Customers have the right to withdraw
consent for personal data handling at any time by providing written notice.
Withdrawal of consent terminates the service provision, and the Company retains
the right to claim compensation for any damage caused.
3. Compensation Guarantee and Liability
3.1 The Company is liable for damages caused to
the Customer by the Company or its employees. If another carrier performs the
transport, the responsible party is the carrier.
3.2 The Customer acknowledges that no
compensation is owed if:
• The transport is delayed due to force majeure
(e.g., natural disaster, traffic accident).
• The Customer or a third party (e.g., a travel
agency) is responsible for the delay.
• Damage results from an unavoidable maneuver
by the driver (e.g., emergency braking).
• The Customer's belongings are lost due to
their own omission.
• The Customer’s transportation time was set
inadequately.
3.3 If the Customer is picked up late, they are
entitled to a penalty of up to EUR 100. This must be provable by the Customer.
4. Scheduled Pickup Time and Maximum Waiting
Period
4.1 The Customer must schedule their pickup
with a sufficient time buffer for potential delays.
4.2 The maximum waiting time included in the
fare is 45 minutes for airport pickups, 45 minutes for train stations, and 25
minutes for other transport types.
5. Order Methods
5.1 All services are provided based on orders
from the Customer or other clients (e.g., hotels). Orders can be placed online,
via email, or SMS.
6. Payment
6.1 Cash – Payments are accepted in Czech
koruna (CZK) and other currencies, including EUR and USD, based on the current
exchange rate on the day of transport.
6.2 Payment by Card
When a customer pays by debit or credit card
online, payment can be made in the following currencies – CZK, EUR, and USD.
When paying directly to the driver or a company representative, payment can
only be made in CZK and EUR and only with cards whose logos are displayed on
the company's website. If the customer pays online in advance, the driver or
company representative is informed of the payment, and there is no need to
print a payment confirmation, etc.
6.3 Bank Transfer
Payment by bank transfer (with monthly
invoicing) is only available upon request or if the Company has allowed this
payment method for the Customer. Otherwise, the invoice may be paid via a
proforma invoice before the service, or the Company may cancel the order.
Invoices can only be issued in CZK and EUR.
7. Tax Document
Payments to the driver: After the transfer is
completed, a payment confirmation (tax document) is automatically sent to the
customer via email, whether paid by card or in cash.
Online payments: If the customer pays through
the company's website, they will receive a tax document via email.
Invoice payments: When paying by invoice (bank
transfer), the company issues an invoice that always includes VAT.
Documents from contracted drivers: If a
contracted driver issues a tax document, the inclusion of VAT depends on
whether the driver is a VAT-registered entity.
8. Return Trip Payment
If the booking includes a return trip or
multiple trips, the customer may pay the total amount in one payment or for
each trip separately. When paying the driver directly, the customer cannot pay
for all trips at once; only the specific trip can be paid for at a time.
9. Prepayment For orders where the pickup location is outside
Prague, for tours, and especially for larger groups, the company may require a
deposit, which must be paid at least 24 hours before the scheduled pickup time.
In such cases, the company will inform the customer of the need for a deposit
and the possible payment method. If the required deposit is not paid, the
company has the right to cancel the order without compensation.
10. Reservation Changes and Cancellation Policy
10.1 Standard Transport (Transfers)
If the customer wishes to change or cancel
their reservation, they can do so through the company's website interface, by
sending an email, or by phone at least 24 hours before the pickup time. If the
customer has already paid for the transport and cancels within the required
time, the company will refund all the money, or the service will not be
invoiced. If the customer fails to cancel on time, the paid deposit or amount
will be considered a contractual penalty compensating the company for the late
cancellation.
10.2 Transport with Pickup Outside Prague
Changes and cancellations of transfers where
the pickup location is outside Prague are subject to different cancellation
conditions. Cancellations must be made at least 48 hours before the scheduled
pickup time; otherwise, the company will charge a 100% cancellation fee as
liquidated damages in the form of a contractual penalty. The reason for
applying the 100% cancellation fee (contractual penalty) is to cover the costs
already incurred by the company for the booked and non-cancelled transport.
10.3 Tours, Excursions, and Other Services
Cancellations must be made at least two hours
before the scheduled journey; otherwise, the company will charge a 100%
cancellation fee (contractual penalty) as liquidated damages for the late
cancellation. For larger groups or reservations requiring a deposit,
cancellations must be made at least 24 hours before the start. Otherwise, the
company will charge a 100% cancellation fee as liquidated damages in the form
of a contractual penalty.
11. Refunds, Payment Disputes, and Resolution
of Disputes
If a customer cancels a prepaid service online
and is entitled to a refund, the money will be automatically refunded to the
card (or bank account) used for the order payment, usually within five working
days. Otherwise, all claims for refunds of cancelled or unprovided services
must be submitted in writing or by email within 30 days to the company's
address.
In the event of a dispute regarding a refund or
an incorrectly charged payment, the customer may resolve the dispute by
submitting a complaint, which will be reviewed within 30 calendar days from the
date of submission. If the complaint is rejected, the customer may contact the
body for out-of-court settlement of consumer disputes (see paragraph 15).
12. Compensation, Maximum Contractual Penalty Claims for compensation for possible damages
must be submitted in writing or by email to the company's address within 30
days. After this period, the customer no longer has the right to claim damages
or a contractual penalty. However, the customer's complaint will still be
investigated. Compensation for damages/inconvenience is limited to a maximum
amount equal to the transportation price for the individual reservation but not
exceeding 100 EUR – contractual penalty. Damage compensation does not apply in
cases where a replacement vehicle of the same type or the same vehicle in a
different color is provided for logistical reasons, or when damage occurs due
to third-party factors beyond the carrier's control, such as natural disasters.
13. Complaints and Enforcement of Contractual
Penalties
13.1 In the event of any problem, the following
complaint handling procedure must be followed. If the customer wishes to claim
damages, the company must be immediately informed of the situation. If the
customer cannot find their driver or has any other problem with the specific
ordered service, they must immediately contact the company by phone. If the
issue is not resolved immediately or to the required extent, the customer will
notify the company by email or in writing, providing all the details of the complaint.
The complaint will be investigated as soon as possible, usually within a few
days.
13.2 All necessary company contacts for
submitting complaints or claims for contractual penalties/damages can be found
on the order or transport contract, or these contacts can be found in a visible
place in the vehicle. Alternatively, the driver can provide the relevant
contact information to the customer.
13.3 If the company fails to comply with its
obligations regarding handling, storing, or using the customer's personal data,
the customer has the right to file a complaint against the company's
procedures. The customer should send the complaint to the company's address or
email, and the complaint will be reviewed and appropriate measures taken.
14. Customer Obligations
14.1 During transportation, the customer must
follow the driver's instructions and observe the applicable transportation
safety regulations. The customer acknowledges that they were informed of all
relevant circumstances, including safety regulations, before the transport
began. The customer also agrees not to damage the carrier's equipment and
transport spaces in any way, to keep them clean, and not to damage the property
of other passengers or disturb them in any way during the transport. The
customer is aware of their responsibility for any damage caused to the company,
the contracted carrier, or third parties by their actions.
14.2 The customer must also board the
transportation at the agreed time, except in cases where objective
circumstances prevent them from doing so on time.
15. Out-of-Court Settlement of Consumer
Disputes
If a consumer dispute arises between us and the
consumer from the service contract that cannot be resolved by mutual agreement
(e.g., the complaint is rejected as unfounded), the consumer may submit a
proposal for out-of-court settlement to the designated body for out-of-court
resolution of consumer disputes, which is: Czech Trade Inspection Authority
(Central Inspectorate – ADR Department). They will propose a solution after
hearing the consumer's statement.
For consumer disputes related to our goods or
services, the competent body for out-of-court settlement of consumer disputes
is the Czech Trade Inspection Authority – www.coi.cz ("ČOI"). From
February 15, 2016, you can also submit a proposal for out-of-court dispute
resolution and obtain information about cross-border consumer dispute
resolution via the website https://webgate.ec.europa.eu/. Other authorized
persons/entities for out-of-court dispute resolution may also arise.
16. Validity of Terms and Conditions
These terms and conditions are valid
indefinitely, starting on September 1, 2024. In case of changes to these terms,
which the company reserves the right to make, the version valid at the time the
contract was signed or the valid order was submitted will be binding for the
customer.