Regulations

Appendix No. 1 to Order No. 4/2026
of the President of Żegluga Ostródzko-Elbląska Sp. z o.o. in Ostróda
of February 9, 2026.

 

REGULATIONS FOR THE CARRIAGE
OF PERSONS, ANIMALS AND LUGGAGE ON SHIPS OF OSTRÓDA-ELBLĄG
SP. Z O.O. IN OSTRÓDA AND ONLINE PURCHASE OF TICKETS AND VOUCHERS

I. GENERAL PROVISIONS
§ 1

  1. The Rules for the Carriage of Passengers, Animals and Luggage by the Vessels of Żegluga Ostróda-Elbląska Sp. z o.o. in Ostróda and the Purchase of Tickets and Vouchers Online, hereinafter referred to as the ‘Rules’, apply to ships, harbours and lines served by the vessels of Żegluga Ostróda-Elbląska Sp. z o.o. in Ostróda.
  2. All legal relations between the Carrier and the Passenger shall be governed by these Regulations and by the legal provisions cited in § 15 section 2 of the Regulations.

§ 2

Any reference made in these Regulations to:

  1. Carrier – it should be understood as Żegluga Ostródzko-Elbląska Sp. z o.o. in Ostróda (District Court in Olsztyn, 8th Economic Division of the National Court Register, KRS number: 0000375998, share capital: PLN 10,650,600.00);
  2. Passenger – shall mean a person who uses the Carrier’s services under the terms of these Regulations;
  3. Purchaser of a ticket or voucher – shall be understood to mean a natural person, a legal person or an organisational unit without legal personality purchasing a ticket or voucher in its own name and on its own behalf or on behalf of another person;
  4. Contract of carriage – means the purchase of a ticket/voucher or the making of a personal, telephone or e-mail booking of a ticket for a cruise at the Customer Service Centre or through the online booking and sales system and intermediaries, which is tantamount to acceptance of these Regulations;
  5. Organised group – means a group of passengers amounting to a minimum of 15 or 20 persons, depending on the type of cruise;
  6. Online Booking and Sales System – means the online application on the Carrier’s website www.zegluga.com.pl;
  7. Customer Service Office – refers to the place of direct sale of tickets and vouchers operated by the Carrier in a given sailing season;
  8. Return of a ticket or voucher – means withdrawal from the contract of carriage;
  9. KSeF – means the National e-Invoice System. It is a centralised ICT system provided by the Ministry of Finance for issuing, receiving, storing and marking structured invoices.

II. RESERVATION OF TICKETS AND THE SALE OF TICKETS AND VOUCHERS
GENERAL INFORMATION
§ 3

  1. The booking and sale of tickets/vouchers applies to seats on the ship, none of which are numbered.
  2. Discounted tickets and vouchers are available in accordance with the shipping price list applicable in a given season, referred to in § 13.
  3. The purchaser of the ticket or voucher is responsible for the purchase of the appropriate ticket or voucher for the discount.
  4. It is allowed to transport dogs and other small animals after prior notification to the Customer Service Office and payment of an additional fee in accordance with the price list referred to in § 13, except for blind or blind people who, upon presentation of relevant documents to the Carrier, can travel with a guide dog without an additional fee.
  5. On behalf of the Carrier, the final decision to allow an animal on a particular voyage is made each time by the ship’s captain. A maximum of three animals are allowed on board. On behalf of the Carrier, the ship’s captain has the right to refuse to take an animal on a voyage in justified cases when, for example, the animal is agitated and does not respond to the owner’s commands.
  6. A passenger travelling with an animal should comply with the following guidelines:
  1. the animal must not be aggressive or cause a nuisance to other passengers;
  2. the owner should carry appropriate equipment or restraint for the animal e.g. muzzle, leash – with the exception of small dogs or animals carried in a carrier or on the hands or knees of a carer. Medium and large breed dogs must be compulsorily leashed / tethered;
  3. the owner should have proof that the animal has the required vaccinations;
  4. the passenger may not place his or her animal on the seat;
  5. the owner of the animal is liable for any damage caused to the Carrier, other passengers or third parties by the animal, as well as for any pollution caused by the animal.
  1. The carriage of bicycles is allowed upon prior notification at the Customer Service Centre
    and payment of an additional     fee in accordance with the price list referred to in § 13.
  2. The number of bicycles allowed to be carried on a single deck vessel is 7 and on a double deck vessel 10. This restriction does not apply to vessels under charter.
  3. On behalf of the Carrier, the final decision on the number of bicycles allowed on a given voyage is made each time by the ship’s captain. E-bikes may only be carried on uncovered parts of the ship’s deck. For the duration of the transport of the bicycle by ship, side panniers and other luggage must be removed.
  4. Passengers are entitled to carry luggage with dimensions of 80x40x40 cm and a maximum weight of 10 kg without additional charge. Above the above-mentioned quantity, dimension and weight, an additional charge will be levied for the carriage of baggage in accordance with the price list referred to in § 13.
  5. It is allowed to transport a stroller and a wheelchair. On behalf of the Carrier, the final decision on the number of pushchairs and wheelchairs allowed on a given voyage is made each time by the ship’s captain.
  6. The passenger is obliged to appear no later than 15 minutes before the scheduled start of the journey – at the place of departure of the ship or the departure of the bus delivering the cruise – under pain of termination of the contract of carriage and loss of the paid carriage fee.
  7. The ticket purchaser selects the number of tickets, the type of tickets and the date and route of the flight via the Online Booking and Sales System.
  8. The voucher purchaser selects the number of vouchers, the type of voucher and the itinerary via the Online Booking and Sales System.
  9. A successful transaction for the purchase of a ticket or voucher via the Online Reservation and Sales System is conditional on providing the details required by the system, making payment for the ticket or voucher and accepting these Terms and Conditions. Interrupting a transaction cancels a booking that has been started.
  10. The prices of tickets/vouchers are given in Polish zloty and include VAT.
  11. Acceptance of these Terms and Conditions is a prerequisite for using the Online Booking and Sales system.
  12. The Online Booking and Sales System generates a receipt to confirm the sale. In order to receive a VAT invoice, the VAT invoice option must be selected during the ordering process and correct details must be provided, including the VAT ID number if the invoice is to be issued to a company (B2B). It will not be possible to create an invoice once a sale has been made for a receipt.
  13. The purchaser of a ticket/voucher at the Customer Service Centre shall be informed of the need for an invoice with TIN prior to purchase. The purchaser is obliged to provide the necessary data for invoicing. Once a sale has been made on receipt, it will not be possible to create an invoice for the recipient with the TIN.
  14. From 1 April 2026, invoices issued to an entity with a TIN are available in the KSeF system.
  15. At the start of the booking procedure, the purchaser of the ticket agrees to provide the Carrier with his/her personal data: surname and first name/full name of the institution, telephone number, e-mail address, current home/residence address. The provision of data is necessary to make the final booking.
  16. The controller of the Personal Data is the Carrier.
  17. The data entered by the purchaser of a ticket or voucher into the Online Booking and Sales System will be processed by the Carrier in accordance with the Personal Data Protection Act of 10 May 2018 (i.e. Journal of Laws 2019 No. 1781).
  18. By booking a ticket or purchasing a voucher, the purchaser agrees to the Carrier’s processing of the personal data provided for administrative and statistical purposes and for the Carrier’s marketing services to promote the services of the company or its partners.
  19. The provision of data is voluntary, but necessary for the proper performance of the service provided by the Carrier. The purchaser of a ticket or voucher has the right to inspect and correct their data and to request their deletion.
  20. Any other service offered by the Carrier is a separate service from the service of carriage of passengers, animals and luggage by ship, for which the Carrier charges separate remuneration – according to the price list referred to in § 13 in force during the sailing season.
  21. The separate benefit referred to in paragraph 1 shall be the following. 26, is in particular the optional coach transport. In this case, the Passenger is obliged to purchase a ticket and carry it with them in the event of an inspection.

SALE OF TICKETS FOR INDIVIDUAL CUSTOMERS
§ 4

  1. Ticket sales for individual customers are carried out through the Online Booking and Sales System and through Customer Service Offices – in person, by email or by telephone.
  2. Individual customers are required to pay for their tickets before the transport service is provided.
  3. Individual customers purchasing a ticket via the Online Booking and Sales System will only pay for the purchased ticket by electronic transfer via the PayU platform. Time to pay for your order is 30 minutes from the time of booking. If the booking is not paid for within the allotted time, the order will be cancelled.
  4. Customers purchasing a ticket/voucher via the Online Reservation and Sales System who wish to receive an invoice with TIN, select the appropriate form of document before completing the purchase and provide the necessary invoicing details, including TIN number if the invoice is to be issued to a company (B2B). Once a sale has been made on receipt, it will not be possible to invoice the recipient with the TIN.
  5. Customers purchasing a ticket/voucher at the Customer Service Centre who wish to receive an invoice with TIN shall inform the seller before the purchase is processed. Once a sale has been made on receipt, it will not be possible to invoice the recipient with the TIN.
  6. After making a reservation in the Online Reservation and Sales System, the ticket purchaser receives a feedback to the e-mail address provided in the reservation form containing the PRO reservation number assigned by the system.
  7. The purchaser of the ticket by paying the fare confirms the conclusion of the contract of carriage.
  8. Once the payment has been credited, a ticket and a receipt or invoice are sent to the email address provided by the purchaser on the booking form (B2B customers will receive an invoice at KSeF).
  9. The documents listed in sec. 8 authorise travel.
  10. Individual customers purchasing a ticket at the Customer Service Offices shall pay for the purchased ticket in cash or by payment card.
  11. Individual customers making a booking by e-mail or telephone, after the booking has been accepted and confirmed, receive a PRO document with the details of the transaction, i.e. the amount to be paid and the form and term of payment, to the e-mail address provided. After payment, a ticket and a receipt or invoice are sent back (B2B customers will receive an invoice at KSeF).

SALE OF TICKETS FOR ORGANISED GROUPS
§ 5

  1. Organised groups make reservations via the Online Booking and Sales System, by email at: rezerwacje@zegluga.com.pl, by telephone or in person at the Customer Service Offices.
  2. Organised groups are required to pay for their tickets before the transport service is provided. In justified cases, at the request of the purchaser of the ticket, the Carrier may agree to a deferred payment period for the reservation made.
  3. Organised groups purchasing tickets via the Online Booking and Sales System shall only pay for the purchased tickets by electronic transfer via the PayU platform. Time to pay for your order is 30 minutes from the time of booking. If the booking is not paid for within the allotted time, the order will be cancelled.
  4. After making a reservation in the Online Reservation and Sales System, the ticket purchaser receives a feedback to the e-mail address provided in the reservation form containing the PRO reservation number assigned by the system.
  5. The purchaser of the ticket by paying the fare confirms the conclusion of the contract of carriage.
  6. When making a booking in the Online Booking and Sales System, the ticket purchaser is obliged to select the appropriate form of sales document (receipt/invoice/B2B invoice). Once a sale has been made on receipt, it will not be possible to invoice the recipient with the TIN (NIP).
  7. Once the payment has been credited, tickets and a receipt or invoice are sent back to the e-mail address provided on the booking form.
  8. The documents listed in sec. 7 authorise one to travel.
  9. At the time of booking at the Customer Service Office, the ticket purchaser is obliged to pay for the purchased tickets by cash or credit card against a receipt or invoice.
  10. Organised groups making a reservation by e-mail or telephone, upon acceptance and confirmation of the reservation, receive a PRO document with details of the transaction, i.e. the amount to be paid and the form and term of payment. After payment is made, tickets and a receipt or invoice are sent back. The B2B invoice will be available at KSeF.
  11. If payment is not made by the indicated deadline, the booking will be cancelled.

SALE OF VOUCHERS
§ 6

  1. Vouchers are sold through the Online Reservation and Sales System and through Customer Service Offices.
  2. Vouchers are sold at a price corresponding to the prices of the individual tickets.
  3. When purchasing a voucher via the Online Booking and Sales System, the purchaser makes payment for the purchased vouchers by electronic transfer via the PayU platform. The time to pay for an order is 30 minutes from the time of purchase. If the order is not paid within the specified time, it will be cancelled.
  4. When making a booking in the Online Booking and Sales System, the voucher purchaser is obliged to select the appropriate form of sales document (receipt/invoice/B2B invoice). Once a sale has been made on receipt, it will not be possible to invoice the recipient with the TIN (NIP).
  5. Once the payment has been credited, vouchers and a receipt or invoice are sent to the purchaser’s email address. The B2B invoice will be available at KSeF.
  6. Voucher purchasers making a purchase at Customer Service Offices shall pay for their vouchers in cash or by payment card.
  7. The voucher purchaser, by paying for the voucher, confirms the conclusion of a contract with the Carrier.
  8. The voucher is not refundable or exchangeable for cash either in whole or in part.

IMPLEMENTATION OF VOUCHERS
Section 7

  1. Vouchers are redeemed via the Online Booking and Sales System and via Customer Services using the unique 16-digit code on the voucher. The use of the voucher is conditional on the Customer booking a date for the service to which the voucher relates.
  2. When booking the service, please indicate a voucher as a form of payment.
  3. Each Voucher bears an expiry date, which determines the period up to which the voucher can be redeemed. After the expiry date, the voucher is invalid and cannot be redeemed.
  4. The voucher can be used to purchase a ticket only for the service indicated on the voucher for one person at a time.

III. RETURNS
Section 8

  1. The use of the transport service should take place during the originally declared date of travel. The ticket purchaser may change the date of carriage provided the Carrier has seats available and the change is registered by the Carrier or exchanged for a voucher. A change of date of carriage or exchange for a voucher can only be implemented before the originally declared date of travel.
  2. The ticket purchaser may return the ticket, for reasons attributable to the ticket purchaser, up to 7 days prior to the date of travel shown on the ticket. The carrier will then charge a handling fee of 50% of the ticket value.
  3. The ticket purchaser cannot return the ticket, for reasons attributable to the ticket purchaser, for a period of 7 days or less before the date of the flight shown on the ticket.
  4. The basis for the return or exchange of a ticket for a voucher is the correct and legible completion of the ticket return form enclosed with these Rules and Regulations, available at the Carrier’s Customer Service Offices and on its website, together with the documents of purchase. The date on which the ticket return form is received by the Carrier will determine the possibility of a refund.
  5. In random cases beyond the Carrier’s control, in particular such as:
  1. adverse or dangerous weather conditions for navigation;
  2. low water level or too high water level;
  3. damage to or failure of the ship or of hydraulic equipment;
  4. low attendance (in accordance with § 10 sec. 3);
  5. closure of navigable routes;
  6. an event that prevents a ship from leaving port;

The Carrier is obliged to refund the fare for the part of the flight not taken, unless the ticket purchaser takes an alternative flight offered by the Carrier or exchanges the ticket for a voucher, at the same ticket price. The basis for a refund or exchange is the submission of a correctly and legibly completed ticket return form and proof of purchase.

TICKET RETURN FORM

IV. COMPLAINTS
§ 9

  1. The passenger has the right to lodge a complaint regarding the non-performance or inadequate performance of the transport service.
  2. Complaints must be submitted within 7 calendar days of the transport service.
  3. Complaints should be submitted in writing at the Customer Service Office or by sending a registered letter to the Carrier’s address: Żegluga Ostródzko-Elbląska Sp. z o.o. in Ostróda, ul. Grunwaldzka 49, 14-100 Ostróda or by email to: reklamacje@zegluga.com.pl.
  4. The complaint will be considered within 14 working days of its delivery to the Carrier.
  5. A correctly submitted complaint should include: details of the ticket purchaser, i.e. name, address/site, contact telephone, number of the service purchase document, route and time of the flight and a description of the complaint.

V. DUTIES AND RESPONSIBILITIES
§ 10

  1. Once the ticket has been purchased, the passenger is obliged to keep it for inspection in paper or electronic form. A paper ticket that is damaged or destroyed to an extent that it cannot be inspected at ship check-in is treated as invalid.
  2. Passengers board the ship on presentation of a ticket, receipt or invoice.
  3. The carrier reserves the right to cancel or temporarily stop a flight due to insufficient attendance:
  1. less than 15 adults for cruises longer than 6 hours;
  2. under 10 adults for cruises longer than 1 hour;
  3. under 5 adults for cruises of one hour and less.
  1. The ship’s captain has the right to refuse boarding to passengers arriving after the scheduled departure time in the timetable.
  2. Persons endangering the safety or order of transport or persons causing a nuisance to travellers may be refused carriage or removed from the ship at the nearest berth – despite a paid ticket.
  3. Passengers are obliged to strictly follow the instructions of the captain and the ship’s crew related to safety and orderliness during the voyage from the moment they board the ship until they disembark at the destination stop.
  4. When travelling by boat, it is prohibited to:
  1. fouling and littering the ship and damaging the equipment on board;
  2. throwing overboard waste of any kind;
  3. smoking in enclosed spaces and outside a possibly designated area on the open deck;
  4. consumption of psychoactive drugs and psychotropic substances;
  5. disturbing the peace;
  6. staying outside the areas designated for passengers;
  7. leaning over the ship’s sides and barriers.
  1. Upon arrival at the final stop of a given itinerary, passengers must disembark immediately.
  2. The Passenger shall be liable to the Carrier for any damage caused on board the vessel and at the marina through the Passenger’s fault, including that relating to the carriage of luggage.
  3. In particular, transport by ship is prohibited of:
  1. flammable, explosive, corrosive and stinky materials;
  2. objects endangering the health and life of passengers, the safety of traffic and likely to cause damage to the ship.
  1. The carrier has the right to refuse carriage to a person:
  1. who has not presented a ticket, receipt or invoice;
  2. who is under 13 years of age when travelling without an adult guardian;
  3. whose mental or physical state of health gives rise to justified concerns as to their ability to be transported safely;
  4. who is reasonably suspected of being under the influence of alcohol or drugs.

§ 11

  1. Checks on documents confirming entitlement to discounts, including tickets for the carriage of passengers by ship, are carried out by the ship’s captain and crew or by authorised inspectors, who must wear a badge displayed in a prominent place. As a rule, the check is carried out during boarding or during the voyage.
  2. The Carrier has the right to charge an additional fee of 10 times the price of a normal ticket on the route of the flight in question to the Passenger who:
  1. failed to present a valid ticket, receipt or invoice when summoned by the control persons;
  2. did not present a document entitling him to a reduced-price journey.
  1. If it is not possible to establish the identity of the passenger, the controller has the right to request the Police or other authorised law enforcement authorities to take measures to establish the identity of the Passenger.

§ 12

  1. The Carrier’s liability is limited solely to the duration of the Passenger’s contract of carriage.
  2. The carrier is not liable for any incidents occurring on shore before and after the passenger disembarks from the ship.
  3. The Carrier is not liable for damages resulting from delayed departure/entry of ships to port, cancelled sailings or re-routing of sailings in the event of technical problems or force majeure understood as a random external event beyond the Carrier’s control, which could not have been foreseen at the time of organising the sailing and which could not have been prevented despite exercising due diligence.

VI. PRICE LIST
§ 13

  1. The price list sets out the Carrier’s applicable charges for a particular carriage service, the concessions and discounts to which Passengers are entitled and the charges for separate or additional services.
  2. The current price list valid for the respective sailing season is available on the Carrier’s website www.zegluga.com.pl next to the offer of the respective sailing.
  3. The carrier reserves the right to make changes to the price list, the timetable and the data contained in the offer – during the respective sailing season.

VII. ADDITIONAL PROVISIONS
§ 14

  1. Items left behind by a Passenger who cannot be identified shall be handed over by the Carrier to the district chief officer (starost) in charge of the place where the item was found, subject to paragraph 2. 3.
  2. Money left by a Passenger who cannot be identified shall be handed over by the Carrier to the district chief officer (starost) in charge of the place where the money was found, unless the amount does not exceed PLN 100 or its equivalent.
  3. The provisions of sec. 1 shall not apply if the item left behind by the Passenger is a perishable item.

§15

  1. These Regulations are available at the Customer Service Offices, on board ships and on the Carrier’s website: www.zegluga.com.pl.
  2. In matters not covered by these Rules, the relevant provisions of the Act of 15 November 1984 Transport Law (i.e. J. of Laws of 2023, item 1262), the Act of 30 May 2014 on consumer rights (i.e. J. of Laws of 2024, item 1796, as amended), the Act of 21 December 2000 on inland navigation (i.e. J. of Laws of 2025, item 18) and the regulations implementing those laws.