Terms and conditions
GENERAL TERMS AND CONDITIONS OF PURCHASE FOR REGULAR LINE
1.- Responsibility
The company shall not be liable for breaches for which it is not directly responsible, nor for fortuitous events, force majeure, or to comply with legal or administrative requirements. It shall not be responsible for the loss of connections of its services with other transports, whether its own or third-party. It is the sole responsibility of the passenger to be duly documented to cross the border and make the trip; in the case of non-EU passengers who need to stamp their passport, it will be necessary to notify the driver in advance to carry out the customs procedure.
In case of an incident, Andbus reserves the right to change the schedule of pick-up/arrival services in Andorra to ensure compliance with the timetables of the different regular lines, informing customers who may be affected at least 12 hours in advance.
2.- Luggage
With the purchase of the ticket or service, the passenger can carry up to 20kg of luggage. Extra luggage will incur a surcharge of €6 for one-way and €12 for return service on top of the ticket price. Tickets can be purchased through our website with the corresponding luggage supplement, by ticking the appropriate box during the purchase process. Our drivers may charge a luggage supplement if they deem it appropriate. It is the customer's responsibility to ensure that their luggage is properly identified with a tag containing their personal information. Luggage is not insured, and the company is not responsible for its loss or damage. Hand luggage will be the sole responsibility of the passenger.
Special conditions for the transport of bicycles and other special luggage
The transport of bicycles carries an additional fee of €6 for one-way and €12 for round-trip on top of the ticket price. Depending on available space, only a total of 4 bicycles per vehicle (1 per ticket) will be allowed. In order to avoid damaging other luggage, bicycles must be mandatory and properly packed in a box or special bag. Tickets can be purchased through our website by ticking the appropriate box during the purchase process. If there is no more space for additional bicycles on the bus, the next bus must be taken. Once the ticket is purchased, the customer must appear with it 15 minutes before the bus departure. For anything not specified above, please inquire.
Special conditions for the transport of pets on regular lines
Pets (dogs, cats or ferrets) traveling in a carrier with a maximum size of 45x35x25cm can board the bus, always under the responsibility of the owner and in no case may occupy a seat.
If the carrier is larger, they must travel in the luggage compartment, provided that the animal does not exceed 10 kilograms. We remind you that in order to travel in the trunk, the carrier must be rigid. Pets weighing more than 10 kilograms may not travel on board the bus or in the luggage compartment.
Guide dogs accompanying blind people, as well as assistance dogs and therapeutic animals duly accredited and identified with the corresponding official badge, may also enter the vehicle.
The owner of the animal in question must assume the responsibility that the pet travels with all the documentation in order and provide it if required by an authority. It should be noted that the animal must be at least 3 months old and must be microchipped.
In case the pet must travel in the trunk, we inform you that veterinarians recommend not to travel with pets if the outside temperature is above 25 degrees.
Transport of luggage and mobility aid items
The rest of the mobility aid items (wheelchairs) must travel in the hold as luggage. Any type of mobility aid item is accepted, of any weight, as long as it does not exceed the following dimensions: Length and width: 140x70 cm. Height: 100 cm. In this case, we recommend that the traveller use covers to protect the item and luggage from other passengers. In case it is necessary to transport any of these items, the traveller must present themselves at the boarding gate with their luggage prepared in advance as mentioned above, with a minimum of 15 minutes before the start of the trip.
3.- Ticket sales
The company will sell tickets at the points or establishments for this purpose, where the purchase will be made, being able to request the established discounts according to the concession conditions. In order to facilitate the purchase of the ticket, we have alternative sales methods, such as travel agencies, internet, telephone, etc., each with specific conditions. Using the website, most of the services provided by AndBus can be purchased, although some routes may not be available. The purchase of a ticket with home delivery is guaranteed 12 hours in advance. The times listed on the ticket are departure times. It is necessary to be at the corresponding pickup point with a 10-minute advance before the scheduled departure. The "round trip" fare will be justified with the ticket issuance. Any "open" ticket has a validity of 6 months from the date of purchase. To make the purchase through the internet, all requested fields must be completed, and the purchase will be considered made once all financial data have been entered and the "pay" button has been pressed, at which point the charge will be made to the card, and the ticket will then be issued. Once the purchase process is completed, a screen with the ticket will appear, which we recommend printing out; if not possible, it should be kept virtually available, as it is your guarantee for traveling. A ticket will be issued for all children, regardless of age.
Ticket ownership
Tickets are nominative. For their use, verification of the traveller’s ID or passport is required, and these data must match those reflected on the ticket. The non-correspondence of the necessary data will automatically invalidate the ticket.
Ticket cancellation
In case of cancelling the ticket in advance:
- Before 48 hours before the time of travel, the company will refund the ticket amount deducting a 0% penalty.
- Between 48 and 2 hours before the trip, the applicable deduction will be 30% of the ticket amount.
- Between 2 hours before and the non-presentation of the traveler, it will entail a 100% penalty, as well as the impossibility of changing the ticket or any refund of the amount.
Payment methods
Payment with a credit or debit financial card (Visa, Maestro, and MasterCard) is the only accepted payment method on the official digital channels of Andbus. The payment methods accepted at physical points of sale (National Bus Station and drivers) are: cash, credit, or debit card (Visa, Maestro, and MasterCard).
Ticket change
The change of date or time of travel is only possible if requested in the following cases, provided the ticket has not expired:
-With home delivery service: the change can be requested until the day before at 7:00 pm.
-Departure from the National Bus Station, Airports, or cities: the change can be requested up to 10 minutes before departure.
The change will be subject to the availability of places on the new requested date or time.
IMPORTANT: in date changes in round-trip tickets, the departure date cannot exceed the return date.
The validation of a purchase through the web is done by email and also implies the automatic acceptance of the CGC.
4.- Transport of minors
No child under 12 years of age will be admitted on our services without the company of an adult. From the age of 12 completed, the transport of minors without an accompanying adult will be allowed on regular transport services.
Children between 12 and 17 years old can only travel alone if their parents or guardians issue the corresponding official authorization from the police service, always traveling under the responsibility of the parent or guardian.
Children under 3 years old will have the service free of charge when accompanied by an adult.
The number of transported passengers cannot exceed the authorized seats, which means that all minors count for all purposes as transported passengers.
5.- Claims
Complaint forms are available to the traveller at the point of sale. Likewise, complaints can be made via web, email, WhatsApp, and telephone, finally with the official complaint form, consumer complaint, or denunciation of the Andorran government.
WhatsApp +376 803 789
Telephone +376 803 789 / +34 973 984 016
Any claim will be processed within a maximum of 72 hours (except holidays), and the traveller will be informed of the resolution of their claim.
6.- Lost items
In case of loss of any item on our transport services, it is necessary to contact our offices indicating the travel details: ticket number or day, time, and route, and passenger name. If the item has been found, it can be picked up at our offices by presenting an identity document.
Lost items will be kept for a maximum period of 1 month, after which they will be destroyed.
7.- Prohibitions on the bus
Smoking inside the vehicle is absolutely prohibited.
Food and drink consumption is not allowed.
Standing or on the stairs is not allowed.
8.- Reinforcement services
In national or international services, the company reserves the right to carry out the service using vehicles from collaborating companies, when circumstances require it, especially to cope with traffic intensity, breakdowns, etc.
GENERAL CONDITIONS OF PURCHASE FOR DISCRETIONARY SERVICES
1.- Responsibility
The company shall not be liable for breaches for which it is not directly responsible, nor for those occurring fortuitously, due to force majeure, or to comply with legal or administrative requirements. It shall not be responsible for the loss of connections with its services by other transports, whether owned or external. It is the sole responsibility of the passenger to be properly documented to cross the border and carry out the journey; in the case of non-EU passengers who need to stamp their passport, they must inform the driver in advance to carry out the customs procedure.
2.- Baggage
With the acquisition of the service, the passenger can carry up to 20kg of baggage.
It is the responsibility of the customer to ensure that their baggage is properly identified with a tag containing their personal information. Baggage is not insured, and the company is not responsible for its loss or damage. Hand luggage will be the sole responsibility of the passenger.
Special Conditions for the Transport of Bicycles and Other Special Baggage
Depending on the available space, bicycles and other special baggage will be admitted subject to prior consultation. To avoid damaging other luggage, bicycles must be securely packed in a box or special bag.
Special Conditions for Pet Transport
Pets (dogs, cats or ferrets) traveling in a carrier with a maximum size of 45x35x25cm can board the bus, always under the responsibility of the owner and in no case may occupy a seat.
If the carrier is larger, they must travel in the luggage compartment, provided that the animal does not exceed 10 kilograms. We remind you that in order to travel in the trunk, the carrier must be rigid. Pets weighing more than 10 kilograms may not travel on board the bus or in the luggage compartment.
Guide dogs accompanying blind people, as well as assistance dogs and therapeutic animals duly accredited and identified with the corresponding official badge, may also enter the vehicle.
The owner of the animal in question must assume the responsibility that the pet travels with all the documentation in order and provide it if required by an authority. It should be noted that the animal must be at least 3 months old and must be microchipped.
In case the pet must travel in the trunk, we inform you that veterinarians recommend not to travel with pets if the outside temperature is above 25 degrees.
Baggage and Mobility Aid Transport
The rest of the mobility aid items (wheelchairs) must travel in the hold, as baggage. Any type of mobility aid item, of any weight, will be accepted as long as it does not exceed the following dimensions: Length and width: 140x70 cm. Height: 100 cm. In this case, we recommend the traveller to use covers to protect the item and the luggage from other passengers.
If it is necessary to transport any of these items, the passenger must present themselves at the boarding gate with their luggage previously prepared according to the aforementioned, with a minimum of 15 minutes before the start of the journey.
3.- Purchase Procedure
The company will sell services at points or establishments for this purpose where the purchase will be made. In order to facilitate the acquisition of the service, we have alternative sales methods, such as travel agencies, internet, telephone, etc., with specific conditions for each medium. Using the website, most of the services provided by AndBus can be acquired, for other destinations, consult with the booking department, website, or via email.
To make a purchase through the internet, all requested fields must be filled out, and it will be considered completed once all financial data have been entered and the "pay" button has been pressed; at this point, the corresponding charge will be made to the card, and the service reservation will then be issued. Once the purchase process is completed, a screen with the service reservation will appear, and you will receive confirmation of the purchase by email.
The validation of an order through the website is done by email and also implies automatic acceptance of the CGC.
Service Cancellation
In case of cancelling the service with prior notice:
- Between 7 days and 48 hours before the time of travel, the company will refund the service amount deducting a 20% penalty.
- Between 48 and 24 hours before the trip, the applicable deduction will be 50% of the service amount.
- On the same day of the service, it will result in a 100% penalty.
Payment Methods
Payment with a credit or debit financial card (Visa, Maestro, and MasterCard) are the only payment methods accepted in the official digital channels of Andbus.
The payment methods accepted at physical points of sale (National Bus Station or at our offices) are: cash, credit or debit card (Visa, Maestro, and MasterCard).
These conditions will have an indefinite validity period and will be applicable to all contracts made through the provider's website.
The provider reserves the right to unilaterally modify these General Conditions, without affecting the goods or promotions that were acquired before the modification, with the aim of improving the products offered. In any case, before purchasing the products, these general conditions must be consulted.
4.- Transport of Minors
No child under 12 years old will be admitted on our services without the company of an adult. From the age of 12, minors unaccompanied will be allowed on regular transport services.
Children between 12 and 17 years old can only travel alone if parents or guardians issue the corresponding official authorization from the police service, always traveling under the responsibility of the parent or guardian.
Children under 3 years old will have the service free of charge when accompanied by an adult.
The number of passengers transported cannot exceed the authorized seats, which means that all minors count as transported passengers for all purposes.
5.- Complaints
There are complaint forms available to passengers at the point of sale. Likewise, complaints can be made via web, email, WhatsApp, and telephone, finally with the official complaint, claim, consumer denunciation form from the Andorran government.
WhatsApp +376 803 789
Telephone +376 803 789 / +34 973 984 016.
All complaints will be processed within a maximum of 72 hours (except holidays), and the passenger will be informed of the resolution of their complaint.
6.- Lost Items
In case of losing any object on our transport services, it is necessary to contact our offices indicating the travel data: ticket number or day, time and route, and passenger's name. If the object has been found, it can be collected at our offices by presenting an identity document.
Lost items will be kept for a maximum period of 1 month, after this period they will be destroyed.
7.- Prohibitions on the Bus
Smoking inside the vehicle is absolutely prohibited.
Neither food nor drinks may be consumed.
Standing or traveling on the stairs is not allowed.
8.- Reinforcement Services
In national or international services, the company reserves the right to perform the service using vehicles from collaborating companies, whenever circumstances require it, and particularly to cope with traffic intensity or other situations such as breakdowns, etc.
SUBSCRIPTION TERMS FOR ANDBUS PRIME
1.- Introduction
In Andorra, passenger transportation has a name: ANDBUS, the most agile, modern, and tailored to the needs of travelers arriving and departing from the country; a first-class service, always at the traveler's disposal, capable of guaranteeing any type of service, available at all times. ANDBUS has several operational bases, in the Principality of Andorra and La Seu d'Urgell, with connections throughout Europe, offering personalized, active, and uninterrupted attention to cover any mobility need. We have an extensive fleet of over 80 vehicles, coaches, minibuses, and VIP vehicles, the most modern fleet of vehicles in the Pyrenees. Our experience in collaborating in the organization of events of all kinds, within and outside the Principality of Andorra, ensures the final success of the operation.
This subscription governs solely and exclusively the use made of the ANDBUS PRIME service. The user must take into account that the use of other services offered by ANDBUS is governed by the corresponding terms of use, which can be consulted at any time through the company's official website. By clicking "accept and continue" or through any other acceptance mechanism customary in the sector during the registration process, the user accepts this subscription. If you do not accept this subscription, you will not be able to use the ANDBUS PRIME service.
2.- Subscription to ANDBUS PRIME
It is necessary to be registered (or, if not, to register) on our website. Minors can only use the service under the supervision and responsibility of an adult. Parents or guardians allowing minors to use the service are solely responsible. The user is solely responsible for maintaining the confidentiality and security of their username and password and all activities and use of the services that occur from their account or subscription and/or through them. However, if the user allows third parties access to their account, the terms and conditions of this subscription apply to the access and use of the services by said third party. The user agrees to immediately notify ANDBUS of any unauthorized access to their account, and the company is not responsible for any losses resulting from the unauthorized use of the user's account. However, fraudulent use of the subscription will result in its immediate cancellation and the loss of all rights acquired with the payment of the subscription. There will be no partial or total refunds.
3.- Subscription Conditions
A. Subscription and automatic renewal.
The user's subscription is for a specific duration ANNUALLY. The subscription chosen by the user is automatically renewed when the billing period ends unless canceled by the user in accordance with the cancellation instructions provided below. Payment is charged by the payment method chosen by the user, and at the beginning of each new billing period, except for cancellation. Thus, the payment method data will be stored by ANDBUS to carry out the automatic renewal. ANDBUS reserves the right to change the prices of the available rates. In this case, the user must be notified by email with a minimum of thirty (30) days' notice before the new rates take effect. If you do not want to accept the price change, you can cancel your subscription, and this cancellation will take effect at the end of the current billing period. If the user does not cancel their subscription once the price change has taken effect, the subscription will be renewed at the updated price, and it will be understood that the user authorizes ANDBUS to charge the corresponding amount through the selected payment method.
The user is responsible for ensuring that the date of their trip matches the validity period of their Andbus Prime subscription. If they purchase tickets for a date beyond their subscription's validity, they will not be able to travel unless they pay the corresponding price difference.
B. Payment method.
The user can make the subscription payment through any of the payment methods offered by ANDBUS on its website. The user agrees to have sufficient funds available for the payment of the subscribed subscription through the selected payment method, and the user is responsible for any amount that cannot be collected. If for any reason ANDBUS cannot proceed with the collection, the user will be notified and may suspend access to the services until the debt has been collected through a valid payment method. The user may update the payment method associated with their account at any time within their user account.
C. Cancellation, refund policy, and waiver of withdrawal right.
The user can cancel their renewal at any time and will continue to have access to the service until the corresponding billing period ends. The user can cancel the renewal through their personal account following the cancellation instructions. Payments are non-refundable, and we do not provide refunds or credits. By subscribing to this subscription, the user accepts the immediate provision of the service and the immediate availability of the Contents. The user also agrees that they will not have the right to withdraw from the services or from this subscription.
D. Right to modify the subscription.
ANDBUS reserves the right to modify this subscription. The modifications will come into effect thirty (30) days after the corresponding notification is sent to the user. If you do not agree with any modification, you can cancel your subscription to the service in accordance with the terms and conditions indicated in the previous section. However, certain elements of the service may change at any time without the need for notification for reasons related to technical developments, provided that they do not imply an increase in the subscription price or a alteration of the quality or a significant modification of ANDBUS PRIME.
E. Notifications.
Notifications sent by ANDBUS are made via email to the last email address provided by the user. The user is responsible for keeping their personal information up to date to provide us with their current email address. If you do not use or consult the email address provided to us, or if for any other reason the described notification cannot be delivered, our sending of the message by email with the said notification will constitute effective notification of the changes, modifications, additions, or deletions described in the said notification.
4.- Use of the Service and Contents of ANDBUS PRIME
A. Personal use.
The service and all Contents are for the user's personal use and, therefore, cannot be shared. The user's subscription is for exclusive and non-transferable use to access the exclusive services of ANDBUS PRIME.
B. Customer service.
For more information about the service and its options, the user can visit the official website of ANDBUS.
5.- Intellectual Property Rights License
License. ANDBUS grants you a limited, personal, non-transferable, non-assignable, revocable, exclusive right, subject to the terms and conditions set forth in this subscription.
6.- Privacy Policy and Confidentiality
Your data will be processed in accordance with the provisions of Law 29/2021, of October 28, on the protection of personal data, of the Principality of Andorra. In any case, for more information on the processing of your data and to exercise your rights of access, rectification, deletion, opposition, limitation, or portability, you can send a written communication to the address Av. de la Borda Nova, 15, Andorra la Vella, Principality of Andorra, or by email to info@andbus.net. If you have any questions, concerns, or complaints about how we handle your personal data, you can contact our data protection delegate at the email address qualitat@andbus.net. If you do not receive a response within a reasonable period, you can file a complaint with the Andorran Data Protection Authority.
7.- Prices and Discounts
The price of the individual subscription valid for one year is: €90.00. Tickets purchased with the subscription will be:
Lines from Barcelona and Lleida: €15.00
8.- ANDBUS PRIME subscription benefits
The advantages will be those published in the ANDBUS PRIME area of the ANDBUS website.
