Shipping and Returns information

This web site and accompanying booking service and online store (together, the "Web Site") are offered as a service to you, the customer, by us, Polrail Service Jeffrey Dobek, a sole trader registered in Poland. By using t his Web Site you agree to the shipping and returns set out below ("terms"). If you do not agree with these terms, you must not use this Web Site.

If you use this Web Site as a result of an agreement between your employer / firm and us (your "Employer's Agreement") and these terms conflict with the terms of your Employer's Agreement, the terms of your Employer's Agreement will apply instead of these terms to the extent of the conflict. To the extent there is no conflict these terms will continue to apply.

These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between you and us, please make sure you ask for these to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Web Site, whether made by us or a third party, except to the extent a statement or representation on this Web Site is made negligently by us.

About us

Polrail Service Jeffrey Dobek is a company registered in Poland (with company registration number 96619). Our registered office is at: ul. Kujawska 48/33, 85-031 Bydgoszcz, POLAND.

You can contact our customer services department us by using the contact details supplied in the "contact us" link.

Polrail Service and Polrail.com are trading names of Polrail Service Jeffrey Dobek.

Shipping location

Polrail Service is located in Bydgoszcz, Poland. All shipments originate from our office in Bydgoszcz.

Shipment processing time

Tickets for domestic travel in Poland, and to/from most European countries can be issued up to 60 days in advance. Tickets for travel to/from Russia and CIS countries (including Belarus and Ukraine) can be issued up to 45 days in advance.

If we accept an order within this ticket issuance period, we make every effort to issue and ship your tickets or passes within three business days of receiving your order and payment. In a case where we cannot do so, we will contact you at the e-mail address you provided.

Orders accepted before the ticket issuance period will be held. When the ticket issuance period starts, the order will processed and we will make every effort to issue and ship your tickets or passes within three business days of the start of the ticket issuance period. In a case where we cannot do so, we will contact you at the e-mail address you provided.

Shipment methods

We offer our customers several methods of ticket delivery;

Registered Air Mail (Priority Mail)

This is our standard shipping method. Shipments sent by registered air mail are insured to the following countries: Algeria, Argentina, Austria, Bangladesh, Belarus, Belgium, Bulgaria, People's Republic of China, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Georgia, Greece, Holland, Hungary, India, Ireland, Italy, Japan, Latvia, Lichtenstein, Lithuania, Luxemburg, Morocco, New Zealand, Norway, Pakistan, People's Democratic Republic of Korea, Portugal, Romania, Senegal, Serbia and Montenegro, Singapore, Slovakia, Slovenia, South Korea, Spain, Syria, Switzerland, Sweden, Thailand, Taiwan, Tunisia, Turkey, Ukraine, United Kingdom, Uruguay, and the Vatican. Shipments to countries not on this list cannot be insured due to the lack of a bilaterial agreement between Poczta Polska (Polish Post) and the postal authority of the country in question. Polrail Service is not responsible for any lost shipments to countries where insurance is not available.

Registered Air Mail shipments must be signed for. The customer is responsible for supplying an address at which signed-for shipments can be accepted, and in cases where a delivery notification is left, it is the responsibility of the customer to pick-up or arrange re-delivery of the shipment. Polrail Service is not responsible for shipments accepted by third parties (such as mail rooms and reception desks) and not forwarded to the customer, nor for the failure of the post office to leave a delivery notification in the case of a failed delivery attempt, nor for the inability of the post office to deliver to the address supplied by the customer.

Express Mail (EMS Pocztex)

This shipment method can be offered when expedited delivery is desired at a higher price. Delivery time can range from 1-7 working days, depending on the country of destination. Please contact us for details.

Express Mail shipments must be signed for. The customer is responsible for supplying an address at which signed-for shipments can be accepted, and in cases where a delivery notification is left, it is the responsibility of the customer to pick-up or arrange re-delivery of the shipment. Polrail Service is not responsible for shipments accepted by third parties (such as mail rooms and reception desks) and not forwarded to the customer, nor for the failure of the post office to leave a delivery notification in the case of a failed delivery attempt, nor for the inability of the post office to deliver to the address supplied by the customer.

UPS

This shipment method can be offered when expedited delivery and full tracking is desired at a higher price. Delivery time can range from 1-3 working days. You will be supplied with a tracking number. Please contact us for details.

UPS shipments must be signed for. The customer is responsible for supplying an address at which signed-for shipments can be accepted, and in cases where a delivery notification is left, it is the responsibility of the customer to pick-up or arrange re-delivery of the shipment. Polrail Service is not responsible for shipments accepted by third parties (such as mail rooms and reception desks) and not forwarded to the customer, nor for the failure of UPS to leave a delivery notification in the case of a failed delivery attempt, nor for the inability of UPS to deliver to the address supplied by the customer.

Hotel Delivery

In a case where a customer is already travelling and cannot receive or does not have time to receive deliveries to their home address, we can offer shipping to a hotel. Shipment can be via Registered Air Mail (Priority Mail), Express Mail or UPS. It is the responsibility of the customer to supply the correct name and mailing address of the hotel along with the date at which the customer will be arriving at the hotel. It is also the responsiblity of the customer to verify that the hotel is willing to accept the shipment on the customer's behalf and hold it for the customer.

Polrail Service is not responsible for shipments accepted by hotels and not forwarded to the customer.

Poste Restante

In a case where a customer is already travelling and cannot receive or does not have time to receive deliveries to their home address, we can offer shipping to poste restante at a post office specified by the customer. Shipment can be via Registered Air Mail (Priority Mail) or Express Mail. It is the responsibility of the customer to specify the post office at which they will be picking up the shipment along with the date at which the customer will be making the pickup.

Polrail Service is not responsible for shipments sent to a Poste Restante address and not claimed by the customer or lost by the post office.

Railway Courier for Station Pickup

In a case where a customer is already travelling and cannot receive or does not have time to receive deliveries to their home address, we can offer shipping to select stations in Poland by the railway courier service offered by PKP Przewozy Regionalne or PKP InterCity. The shipment is delivered to a pickup point at the designated station, and the customer must pick up the shipment from the pickup point. It is the responsibility of the customer to specify the station at which they will be picking up the shipment along with the date at which the customer will be making the pickup. Detailed pickup instructions will be provided to the customer.

The customer is responsible for any storage or pickup charges assessed by PKP Przewozy Regionalne or PKP InterCity in their tariff.

Polrail Service is not responsible for shipments sent by railway express and not claimed by the customer or lost by the service or pickup point.

For certain domestic journies in Poland, an e-ticket can be issued. There is no shipping charge for itineraries using only e-tickets.

E-tickets can be issued from 2 weeks to 1 day before travel. At the time of ordering, the customer must provide the full name of the lead passenger as shown on that passenger's passport or ID card, along with the number of the passport or ID card; this information must be entered on the e-ticket for verification purposes. Once an order for an e-ticket is received, we will issue and e-mail the e-ticket to the customer within no more than 24 hours.

E-tickets are e-mailed in the form of a file attachment in Adobe Acrobat format. The customer must have a printer and the necessary software to print this file. The printed e-ticket must be presented to the conductor on the train.

Polrail Service is not responsible for e-tickets sent by e-mail and not received by the customer. A customer who has ordered an e-ticket and who has not received it within 24 hours should contact Polrail Service immediately by telephone.

E-tickets are non-changeable and non-refundable.

Shipment Notification and Order Status

Notification of a shipment is made to all customers via an e-mail sent to the e-mail address provided by the customer at the time of registration. Order status can also be checked using our online store.

Delayed, Lost or Missing Shipments

Polrail Service does not accept any responsibility for orders once delivered to the delivery service. However, in cases of delayed, lost or missing shipments we will do everything we can to assist our customer in locating the shipment.

A customer expecting a shipment which has not been received within the expected delivery time should contact Polrail Service via e-mail or telephone for instructions. We will provide information on the date of shipment, method of shipment, a tracking or article number, and advice on what steps, if any, can be taken by the customer or by Polrail Service.

For postal shipments, customers might be asked to make inquiries with the postal authorities in the country of delivery. Polrail Service will file a tracer with the Polish Post on delayed or missing shipments. Real-time tracking information is not available, and postal inquiries can often take up to 90 days or even more.

For shipments by UPS or railway courier service, Polrail Service will file a tracer with UPS on delayed or missing shipments and contact PKP Prezwozy Regionalne or PKP InterCity to determine the location and status of a railway courier service shipment. Real-time tracking information is not available on railway courier service shipments.

On any postal shipment that has been insured and that was not received, Polrail Service will initiate a claim with Polish Post. When the investigation by Polish Post has ended and the shipment is declared as lost, Polrail Service will refund the purchase cost of the order, including shipping, to the customer when payment of the insurance claim from Polish Post is received. Postal investigations can often take up to 90 days or even more.

For any delayed, lost or missing shipment in which the customer desires to file a claim directly with the delivery service, Polrail Service will cooperate in supply any and all information about the shipment to the customer to aid in the claim, including proof of sending, article numbers, description of the packaging and contents, etc.

Changes, cancellations and refunds

Please check your tickets or passes when you receive them. If you believe that the tickets or passes we have sent you do not match the information provided you at the time of booking through our Web Site, please contact us immediately. Please note that we are not an operator of railway services or, except for telephone and online information and ticket and pass booking services, of any railway facility.

Once you have placed an order and your tickets and/or passes have been printed, Polrail Service cannot change the date and time of your ticket or pass for any reason. You may have options for making changes, depending on the type of ticket or pass and availability of alternatives, and the time available before the validity of the ticket begins, by presenting the ticket at a ticket office of the issuing train company. Additionally, depending on the individual terms and conditions applicable to your ticket or pass (set by the train company with which you would be traveling), exchange may not be possible. If your order has not yet been shipped, Polrail Service may be able to assist you with the change, but you will be responsible for any change fees assessed by the issuing train company and any delivery charges for sending the changed order back to you. In this situation, you must contact us immediately via e-mail or telephone for instructions.

We shall not be obliged to change, cancel, replace or refund a ticket or pass where we have reason to believe that it is being done so fraudulently. If you think that we have sent you a wrong ticket or pass, you may be able to get a refund. You must contact us immediately via e-mail or telephone for instructions. The unused ticket or pass must then be returned to our office via postal mail or courier at your cost, and it must be received at our office before the first date of validity of the ticket or pass.

General

We may change these terms from time to time. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Web Site.

If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).

You or, where you are using this Web Site under the terms of your Employer's Agreement, your employer/firm will be responsible for all charges and taxes payable as a result of your use of this Web Site.

You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Web Site.

Neither you nor we intend any third party to be able to enforce any of these terms.

This agreement is governed by the laws of the Republic of Poland. Any dispute between you and us in relation to this Web Site and/or these terms will be referred to the Polish courts. Use of this Web Site is unauthorized in any jurisdiction that does not give effect to all provisions of these terms.