Terms and conditions of use

Illustratsioon

Terms and conditions of use are valid from 25.07.2022

1. Definitions

1.1. E-ticket – An electronic document confirming entry into a transport contract and payment for a trip which guarantees passengers or vehicles the right to enter the port area for transportation on the departure indicated on the e-ticket and which must be retained throughout the journey. An e-ticket does not guarantee priority in driving on or off the ferry or the parking space preferred by the driver on the ferry.
1.2. Exceptional situation – Unfavourable navigation conditions, adverse weather conditions, technical failures, an exceptionally large number of passengers, etc.
1.3. Special Vehicle – A vehicle wider than 4 m and/or higher than 4.5 m and heavier than 44 t.
1.4. Special trip – A special trip carried out as part of the regular schedule for a specific purpose, e.g. the transportation of dangerous goods, animals, animal waste or similar cargo and large vehicles.
1.5. E-service – A self-service environment on the website www.praamid.ee or in the mobile application Praamid.ee where customers can purchase, change and return tickets.
1.6. Scheduled trip – A ferry trip carried out by the carrier in accordance with the schedule.
1.7. Price list – Includes the price list for ferry services approved by the relevant authority in the Republic of Estonia and the price list for additional services approved by the carrier, which is not included in the price list of the relevant state authority.
1.8. Customer account – An account opened for a customer in the e-service after they register as a customer, allowing the customer to use the services and settle accounts with the carrier.
1.9. Hand luggage – Luggage carried by a passenger which is under their supervision during transportation. Hand luggage also includes objects in or on the passenger’s vehicle.
1.10. Additional trip – A ferry trip conducted outside of the schedule that is organised by the carrier according to an order placed by a relevant state authority.
1.11. Additional service – A service supplementing the main services or providing them with added value for which the carrier has the right to charge a fee to the extent determined by it.
1.12. Animal cargo – The transport of live animals (except pets and horses), for which a special means of transport meant for the transporting of live animals is used; also the transporting of animal waste.
1.13. Dangerous goods – Goods containing a dangerous substance according to the International Maritime Dangerous Goods Code (IMDG Code, IMO) or considered to be dangerous on the basis of the requirements of normative documents in force in the country.
1.14. Ticket – An electronic or paper document confirming entry into a transport contract and payment for a trip which gives passengers or vehicles the right to enter the port area for transportation and which must be retained throughout the journey.
1.15. Passenger – A person travelling by ferry on the basis of a transport contract.
1.16. Port area – The area of the port starting from the barrier, from which transportation organised by the carrier is carried out.
1.17. Vehicle – Any means of transport that is transported from the port of departure to the port of destination on the basis of a transport contract.
1.18. Large vehicle – A vehicle wider than 2.6 m and/or higher than 4.0 m, including a heavy vehicle with an axle load exceeding 11 t or a maximum mass exceeding 44 t.
1.19. Services – The transportation of vehicles and passengers and the sale of tickets and additional services on the carrier’s ferry routes.
1.20. Charter trip – A ferry trip organised by the carrier on the basis of the customer’s order and in accordance with agreed conditions.
1.21. Standard terms – This document regulating the content and provision of services. The carrier has the right to change the standard terms in coordination with the Transport Administration without prior notice by publishing the new terms on the website www.praamid.ee.
1.22. Carrier – TS Laevad OÜ.
1.23. Transport contract – A contract entered into by the passenger and the carrier, according to which the carrier transports the passenger and/or vehicle from the port of departure to the port of destination. The passenger pays for the trip on the basis of the existing price list. The transport contract enters into force upon the purchase of the ticket by the passenger.
1.24. Transportation – The transporting of the passenger and/or vehicle from the port of departure to the port of destination, from boarding until leaving the ferry.

2. Schedule

2.1. The carrier, in cooperation with the Transport Administration and the relevant municipal government, prepares the schedule based on the number of trips ordered by the relevant state authority.
2.2. If the scheduled trips do not suffice to serve all passengers, the carrier has the right to organise additional and charter trips.
2.3. An additional trip is organised if there are more than 100 (one hundred) lane metres of vehicles (a lane metre is an area one metre in length and two metres in width) waiting in the port, the next scheduled departure is more than two hours away and the carrier has a ferry available for the trip.
2.4. Special trips which are coordinated with the municipal government are scheduled for the transportation of dangerous goods, and the number of people (incl. passengers) and vehicles allowed on them is determined on the certificate assigned to the ferry.
2.5. Live animals (except pets and horses) are transported on special trips.
2.6. In exceptional situations or other circumstances that are not attributable to the carrier, the carrier has no obligation to follow the schedule. In addition, upon agreement with the Transport Administration, the carrier has the right to change or specify other conditions of the transportation of passengers in an exceptional situation or an emergency so as to prevent harm or damage to people’s health, the environment and property.
2.7. In the case of unfavourable weather conditions or other conditions not attributable to the carrier that endanger or may endanger people, the environment or property, the carrier has the right to suspend traffic and resume operating once the danger has passed.
2.8. In exceptional situations and in the event of the suspension of ferry traffic, the carrier provides information concerning the departures on the website www.praamid.ee.
2.9. The carrier has the right to delay a departure without prior notice until the relevant circumstances have ceased to exist, to change the time, place and/or order of boarding and/or disembarking and limit the number of passengers in accordance with the measures adopted and for the purpose of fulfilling their objectives in an emergency situation declared on the basis of the Emergency Act if people, the environment or property could be endangered due to an exceptional or hazardous situation or other conditions not attributable to the carrier.
2.10. The carrier has the right to use a ferry other than the one indicated on the schedule or to change the route of ferries without prior notice in an exceptional situation or other conditions not attributable to the carrier.

3. Purchase, amendment and validity of tickets

3.1. A ticket must be purchased for every passenger and vehicle. A ticket must be obtained even if a passenger or vehicle is eligible to travel for free.
3.2. The maximum number of people (incl. passengers) and vehicles allowed on a ferry trip is determined in the ferry’s documents.
3.3. A ticket can be purchased using the e-service, at the ticket office or by calling a special phone number from your mobile phone (only for passenger tickets). Tickets cannot be purchased or booked by phone or e-mail.
3.4. It is possible to pay for the ticket via mobile payment, online payment by debit or credit card, and via Estonian, Latvian or Finnish bank payments. Payments made in the e-service environment via bank card and bank payments are mediated by the carrier’s contractual partner Maksekeskus AS.
3.5. Tickets for scheduled trips can generally be purchased two weeks prior to departure. The carrier has the right to change the period for the advance sale of tickets and to add additional or charter trips on an ongoing basis.
3.6. Ticket prices and discounts are determined by a regulation of the Minister of Economic Affairs and Infrastructure, and tickets and additional services are sold according to the price list and procedures established by the carrier, as published on the website www.praamid.ee.
3.7. The priority boarding right of vehicles applies only to the departure indicated on the ticket. Tickets can be used in the first-come, first-served queue starting from the time of purchase until 48 (forty-eight) hours after the departure time indicated on the ticket.
3.8. In exceptional situations or other conditions not attributable to the carrier, the carrier has the right to cancel tickets with priority boarding by notifying the passengers thereof.
3.9. Tickets can be changed or returned until 15 (fifteen) minutes before the departure indicated on the ticket. If a vehicle has entered the port area, the ticket can no longer be changed or returned.
3.10. The carrier does not return any money upon changes to a ticket if a ticket with a higher price is exchanged for one with a lower price, the type of vehicle indicated on the ticket is changed to a less expensive one or the number of passengers is reduced.
3.11. The possibilities for returning an e-ticket are set out on the carrier’s website www.praamid.ee.
3.12. Tickets are not bought back or changed and no money is paid out at the ticket office.
3.13. A service fee is deducted from the amount to be refunded upon returning a ticket, unless a trip is cancelled due to an exceptional situation (see clauses 2.6 and 2.7 of the standard terms).
3.14. If a trip is cancelled due to an exceptional situation or other conditions not attributable to the carrier, compensation will be paid for a ticket that is not used within 48 (forty-eight) hours of the time indicated on the ticket.
3.15. Upon the occurrence of an event described in clause 3.14, an application for returning the ticket must be submitted in the e-service in order to cancel the ticket. The refunded amount is automatically transferred to the bank account from which the payment was initially made. If an e-ticket was paid for in cash or by mobile payment or if the automatic refund is unsuccessful due to technical reasons, a bank account number must be added to the application for returning the ticket in the e-service.
3.16. The amount to be refunded is transferred to the customer’s account within 10 (ten) working days.
3.17. The principles of processing personal data are set in privacy policy, which is available at www.praamid.ee.
3.18. The specific rules for buying, changing and returning tickets are displayed on the website www.praamid.ee.

4. Ticket inspection

4.1. Tickets are checked as you enter the port area, or in the port area before or during boarding, or during the trip if necessary.
4.2. Passengers must present the relevant document in order to make use of a discount (see ‘Documents required for obtaining a discount’). If a passenger or vehicle does not have documents evidencing eligibility for a discount, this is regarded as not having a valid ticket.
4.3. Passengers are obliged to purchase the correct ticket in accordance with the price list. An incorrect ticket is regarded as not having a valid ticket.
4.4. If they do not have a ticket, passengers are obliged to purchase the correct ticket. The carrier has the right to not allow them to board the ferry until they do so.

5. Transport of passengers

5.1. A representative of the carrier instructs the passengers during boarding and disembarkation. Pedestrians and passengers with bicycles board and disembark the ferry in the lane designated for pedestrians. Pedestrians and passengers with bicycles generally board the ferry before the loading of vehicles and disembark after the unloading of vehicles.
5.2. Passengers are obliged to follow the standard terms, the instructions and hand signals of the carrier’s representatives in the port area, during transportation, boarding and disembarkation, and the rules established for ensuring order and safety on the ferry (running and climbing on the railings or damaging the equipment on the ferry not being allowed) as well as signposts and traffic signs, and to guarantee road safety. The carrier has the right to refuse to allow a passenger onboard or to demand that they leave the ferry or the port area if they disregard instructions or rules. The carrier is not liable for the safety of a passenger if they fail to comply with this clause.
5.3. The carrier may refuse to provide services to an intoxicated or aggressive passenger and not allow them onboard. The carrier has no obligation to compensate for or change their ticket in such a case.
5.4. If an employee of the carrier gives the order to leave the car deck, you must comply immediately. The carrier is not liable for the safety of a passenger if they remain on the car deck during transportation in the cases referred to above.
5.5. The organiser of an excursion for children or students must ensure that the group has a sufficient number of accompanying persons during transportation who are responsible for ensuring that all of the members of the group comply with the safety rules (running and climbing on the railings or damaging the equipment on the ferry not being allowed) and the rules of politeness and conduct.
5.6. Pets are allowed on the ferry only in the designated areas (unless the pet is in a carrier cage or bag). Bringing a pet into a dining area is not allowed. Passengers must make sure that their pet does not disturb other passengers or the crew or endanger their safety or property. All other animals must be in special vehicles during transportation.
5.7. In order to ensure safety, the carrier has the right to demand that the contents of a vehicle or hand luggage be shown to them in the port area and during transportation.
5.8. Passengers may not bring objects or substances that may endanger people, the environment or property to the port area or onto the ferry.
5.9. Prohibited objects include, among others, loaded weapons, weapons without packaging or a permit, substances that have a foul smell, are highly flammable or explosive, toxins and other dangerous substances. If a dangerous object or substance has been brought onto the ferry without informing the carrier, the carrier will notify the Estonian Police and Border Guard Board according to the situation.
5.10. Passengers are not allowed to do the following, among other things:
5.10.1. board a ferry or be in the port area or on the ferry in an obvious state of intoxication or dirty clothes;
5.10.2. endanger other passengers, the environment or property;
5.10.3. smoke or consume alcohol in places not intended for this purpose; or
5.10.4. disturb other passengers in the port area or on the ferry.

6. Transport of vehicles

6.1. In addition to following the information boards concerning vehicle types, you must also choose the correct lane when arriving at the port with your vehicle. If you have purchased an e-ticket, you should choose the ‘e-ticket’ lane; if you have no ticket, you must choose the ‘ticket office’ lane (the first-come, first-served queue).
6.2. Signposts, announcement boards, traffic signs, traffic lights, road markings and instructions given by the carrier’s representatives must be followed when arriving at the port and while in the port area (see Important to know at the port). The carrier is not liable for the safety of vehicles or passengers or the occurrence of damage if a passenger or vehicle driver fails to comply with this clause.
6.3. In order to exercise priority, you must pass through the entrance of the port during the registration for the trip indicated on the ticket (see the port announcement board). In other cases, vehicles are instructed to join the first-come, first-served queue.
6.4. If a vehicle with a priority ticket arrives at the entrance of the port less than 15 (fifteen) minutes before departure, the carrier cannot guarantee them a place on the departing ferry (see Boarding’).
6.5. Priority to board the ferry is given to emergency vehicles performing duties (including the vehicles accompanied by them), vehicles transporting the deceased persons and vehicles transporting disabled persons, who have the right to travel for free.
6.6. In exceptional circumstances the carrier has the right to give other instructions for loading vehicles. If the Transport Administration issues written guidelines on what to do in exceptional circumstances, the carrier adheres to these guidelines.
6.7. Vehicles in the first-come, first-served queue are loaded onto the ferry in accordance with the time they arrive in their lane in the port area.
6.8. The carrier determines the order of loading vehicles and their position on the ferry, taking into consideration the stability of the ferry and the economical use of the deck surface.
6.9. Vehicles are loaded onto the ferry using a traffic light system and according to the instructions of the carrier’s representatives, and they are instructed by the carrier’s representatives when leaving the ferry. If no instructions are given, vehicle drivers may not stop in the port area after leaving the ferry and are allowed to park only in designated parking spaces, taking into account the usual parking rules for vehicles. When loading a motor caravan or trailer caravan onto the ferry and when leaving the ferry, the driver of the vehicle must ensure the safety of the vehicle and avoid causing any damage to the ferry or injuries to third parties.
6.10. The following safety requirements must be followed when boarding a ferry with a vehicle:
6.10.1. the vehicle driver must switch on or apply the handbrake, switch the car into park mode (placing the car in first gear in cars with manual transmission) and check that the fuel tank is tightly shut and that there are no oil or fuel leaks;
6.10.2. the vehicle driver must inform the representative of the carrier of the vehicle’s particular features and technical defects that may cause the movement or spontaneous ignition of the vehicle or other damage;
6.10.3. in order to avoid the rolling, shifting or overturning of a vehicle, it must be secured using securing devices (wheel chocks, etc.) in accordance with cargo-securing instructions. The vehicle driver must park the following vehicles in the designated places on the ferry for the duration of the transportation and secure them using securing devices, where necessary, to prevent them from rolling, shifting or overturning: motorcycles; (light) mopeds; ATVs; self-driving delivery robots; bicycles; and others;
6.10.4. cargo must be loaded onto the vehicle and secured in a way that leaves its centre of gravity as low as possible and ensures the safety of the carrier’s representatives, the passengers, the vehicles and the ferry. The weight of the cargo may not exceed the allowed loading capacity of the vehicle;
6.10.5. vehicles must keep their speed under 5 km/h while on the ferry;
6.10.6. vehicle drivers must avoid causing damage to passengers, the environment and property.
6.11. In order to avoid contamination and unpleasant smells, special vehicles must be used when transporting relevant cargo (animals, fish, rubbish, animal waste, etc.) or the goods must be packaged. The vehicle driver or owner compensates for damage caused to people, the environment or property due to contamination.
6.12. Vehicles used for the transporting of animals or animal waste must be in good technical condition and may not show any leakage in the port area or on the car deck of the ferry as a result of transportation. The shutters of vehicles carrying animals must be closed before arriving at the port area. Vehicles used for transporting animals must be clearly and visibly marked with a reference to live animals.
6.13. The carrier is not obliged to allow malfunctioning vehicles or vehicles that are dangerous to the environment (incl. vehicles that leak, do not have functioning brakes or exceed the allowed loading capacity) as well as vehicles that may damage the ferry, other vehicles, passengers or goods to board the ferry.
6.14. To determine the possibilities for the transportation of large vehicles, incl. heavy vehicles, dangerous goods and special vehicles, their transport must be coordinated with the carrier beforehand according to the information published on the carrier’s website. In the case of such vehicles, the vehicle’s documents must be submitted in accordance with the applicable normative documents of the country.
6.15. Dangerous goods corresponding to the European Agreement Concerning the International Carriage of Dangerous Goods by Road (ADR) may only be transported with a special vehicle adapted for this purpose and complying with the requirements of the ADR.
6.16. When transporting dangerous goods, the requirements stated in the guidance materials published on the carrier’s website must be complied with.

7. Liability and lodging of complaints

7.1. The limits of the carrier’s liability are as follows:
7.1.1. the carrier is not liable for the loss, destruction or deterioration of hand luggage belonging to a passenger or its contents;
7.1.2. when transporting a passenger’s hand luggage, goods in vehicles and animals, the carrier is not liable for damage that occurs during transportation;
7.1.3. the carrier is not liable for damage caused by a delayed trip which is not the result of the carrier’s actions or gross negligence;
7.1.4. the carrier is liable for injuries caused to passengers and for damage to or the destruction of a vehicle if the damage occurs due to the carrier’s actions or gross negligence;
7.1.5. if a passenger sustains injuries or damage is caused to a vehicle or it is destroyed, the carrier’s liability is limited to that provided for in legislation.
7.2. The driver of the vehicle is liable for complying with the requirements of the standard terms (incl. adhering to the orders and instructions of the carrier’s representatives and the signs within the port area and on the ferry) and for ensuring the proper technical condition of the vehicle or its cargo as well as for securing or loading them and submitting correct data to the carrier.
7.3. According to the Motor Insurance Act, driving on and off a ferry engaged in regular services is equal to road traffic and problems are solved in the same manner as in a usual traffic situation.
7.4. If a passenger, the driver of a vehicle or a person without a ticket causes damage to people, the environment or property by failing to comply with the standard terms, they are obliged to compensate for any damage caused by them.
7.5. Passengers must compensate for damage caused by a vehicle owned or used by them and may not refer to a defect or characteristic of the vehicle as a circumstance that exempts them from liability.
7.6. If a damage event occurs, passengers must submit a written notice to the carrier concerning the damage caused to them or their property during transportation or in the port area. The notice must be submitted during transportation or immediately thereafter, but in any case before leaving the port area.
7.7. When notifying the carrier of damage, passengers are obliged to submit evidence that the event causing the damage occurred during transportation or in the port area and to indicate the extent of the damage.
7.8. All events that occur due to the actions or negligence of the carrier during transportation or in the port area and cause damage to people, the environment or property are recorded in a report drawn up by a representative of the carrier in the presence of the passenger. Passengers have no right to lodge a complaint later if no report is drawn up on the spot.
7.9. When solving problems related to the transporting of passengers or vehicles, the captain or a person appointed by them is the representative of the carrier on the ferry and an employee of the carrier in the port area.
7.10. Passengers have the right to lodge a complaint with regard to the carrier’s actions or failure to act by letter or e-mail within seven (7) days of a trip. Complaints lodged after this deadline will not be reviewed.
7.11. Complaints must include at least the following details:
7.11.1. the name and contact details of the person lodging the complaint;
7.11.2. the date of submitting the complaint;
7.11.3. a description of the shortcoming in the service and the date and time of the provision of the service;
7.11.4. the claim being submitted; in the case of a monetary claim, the relevant expense receipts or other appropriate documents must be added to the claim.
7.12. The carrier reviews the claim and issues a response to the passenger as quickly as possible, but no later than 10 (ten) working days after the lodging of the complaint. If a final response cannot be issued during this period, the carrier notifies the passenger in writing with an interim response and the case is resolved within one month of the lodging of the complaint.