Terms And Conditions

Passengers are conveyed subject to and in terms of our standard conditions of carriage notwithstanding anything contained herein to the contrary

EXCLUSION OF LIABILITY

All persons entering an VILAMORA vehicle and/or property owned by VILAMORA or under its control, do so entirely AT THEIR OWN RISK.

VILAMORA is not liable for any loss or damages (including consequential or special damages or loss of profits), loss of life, bodily injury or damage to or loss of property of whatsoever nature and howsoever caused and whether or not caused by VILAMORA, its directors, its officers, servants, agents or any other person acting on behalf of or under the control of VILAMORA. Arising out of or connected in any way with the transportation or non-transportation by VILAMORA of any passenger or persons and/or their property.

ALL PASSENGERS SHOULD ENSURE THAT THE ARE ADEQUATELY INSURED

DESCRIPTION OF SERVICES

Vilamora Xpress Africa (Pty) Ltd is a business in the transport industry that provides public Intercity travel across South Africa and private transport services / coach rentals.

TICKETS

Tickets are not transferable and are valid for use only by the persons to whom they are issued and for the date and time shown thereon.

It is the passengers’ responsibility to ensure that the correct information is shown on the ticket.

Any alteration to a ticket will render it invalid. Any change of trip requires the issue of a replacement ticket.

Positive identification may be requested when boarding the coach.

FARES

All fares are subject to change without notice. VILAMORA will only be bound by the fare charged upon the purchase ticket.

RIGHT OF ADMISSION

VILAMORA reserves the right of admission to any of its coaches. Upon the exercising of such discretion with reference to a bona fide ticket holder by VILAMORA as and when it may deem necessary, such a ticket holder would be reimbursed in full.

DEPARTURE TIME

Passengers are required to be at the departure points 1 hour before the departure time shown on the ticket. Any seat not filled within 15 minutes prior to the scheduled departure time, will be offered for sale to standby passengers on a first come first served basis.

PAYMENTS, CANCELLATIONS & REFUNDS

NO REFUNDS WILL BE GIVEN

Tickets that are cancelled shall be rebooked within 3 months from date of cancellation, but provided that the same is done at least 24 hours before departure. Tickets that are cancelled and need to be rebooked are subject to a 20% cancellation fee.

Cancellations done after the departure time will be refunded provided cancellation is due to death or hospitalization of the person in whose name the ticket has been issued and is subject to a 20% cancellation fee.

An alternative booking (the rebooking) may be done for the next available seat on the same route as the initial ticket for tickets that was to be cancelled after this period provided that it is 4 hours prior to departure and is subject to a 20% rebooking fee.

No more than one rebooking will be allowed per ticket issued. Any increase in the cost/price of the ticket will be for the account of the passenger, payable immediately on making the rebooking.

If a passenger misses the bus, no rebooking or refund will be granted.

PASSENGERS LUGGAGE

Any luggage ferried will be at the owner’s risk.

Each fare-paying passenger is permitted to take no more than one item of personal luggage not exceeding the total volume of 80cm x 60cm x 60cm in size or total mass not exceeding 25kg for all services. VILAMORA reserves the right to refuse carriage of any item or luggage, which does not comply with these conditions.

There will be a charge of R5 per kg payable for all items / weight over the permitted baggage allowance.

VILAMORA will not refund your ticket should your luggage not be accommodated on board.

Unaccompanied luggage will not be carried.

VILAMORA is not responsible whatsoever for loss or damage to passengers’ hand luggage or personal effects, property or luggage subject to terms as prescribed in (a) above.

Harmful chemicals, explosives, animals, reptiles, combustible fluids or toxic substances will not be carried.

No bicycles, electronic equipment, fishing rods, surfboards, abnormal boxes or perishables will be carried unless prior arrangement is made with VILAMORA Supervisor.

Luggage and or damage claims will be considered at the sole discretion of VILAMORA management and any claim will be limited to a maximum of R500.00 per claim.

VILAMORA will not accept liability for losses or damages to valuable items such as but not limited to cellular phones, jewellery, laptops or other computer equipment, electronic items, cash, credit cards and fragile or perishable items packed in baggage.

Any claims relating to luggage loss or damage will only be considered no later than 15 days from the date of travel.

INSURANCE

VILAMORA does not provide general insurance cover for its passengers, their property and luggage.

MEDICAL

Expectant mothers: No passengers are allowed beyond 7 months of pregnancy. Passengers beyond 6 months of pregnancy must provide a medical certificate confirming their fitness to travel.

Passengers with special needs, including passengers with medical conditions and disabilities, are required to inform VILAMORA before they travel.

VILAMORA reserves the right to refuse transport of ill passengers without a medical certificate confirming their fitness to travel.

SMOKING

Smoking is prohibited on all the coaches.

ALCOHOL

Alcohol may not be consumed on VILAMORA coaches and intoxicated passengers will not be conveyed. Any intoxicated passenger found on board will be instructed to disembark immediately.

No reimbursement will occur in such an event.

PETS

No animals will be carried, with the exception of a trained guide dog accompanying a blind person.

ON-BOARD ENTERTAINMENT

VILAMORA does not guarantee the availability of on-board video and audio material on any coach, although an effort is made.

CHILDREN

No children under the age of 12 years will be conveyed without being accompanied by an adult.

Children younger than 3 years travel for free if not occupying a seat.

Should more than one child under three years old accompany the same adult, all such additional children are required to purchase tickets at the applicable rate.

CUSTOMER PRIVACY POLICY

Vilamora Xpress Africa (Pty) Ltd shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from: http://www.polity.org.za/attachment.php?aa_id=3569 .

PAYMENT OPTIONS ACCEPTED

Payment may be made via Visa and MasterCard.

CARD ACQUIRING AND SECURITY

Card transactions will be acquired for Vilamora Xpress Africa (Pty) Ltd via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.

CUSTOMER DETAILS

Customer details will be stored by Vilamora Xpress Africa (Pty) Ltd separately from card details which are entered by the client on PayGate’s secure site. For more detail on PayGate refer to www.paygate.co.za

MERCHANT OUTLET COUNTRY AND TRANSACTION CURRENCY

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).

RESPONSIBILITY

Vilamora Xpress Africa (Pty) Ltd takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

We, Vilamora, are committed to protecting the privacy and security of our users’ personal information. This Privacy Policy outlines how we collect, use, and disclose personal information when you use our mobile application (“the App”) and website (“the Website”). By accessing and using the App and/or Website, you acknowledge and agree to the terms and practices described in this Privacy Policy. If you do not agree with any aspect of this Privacy Policy, please do not use the App or Website.

INFORMATION WE COLLECT

When you use the App or Website, we may collect certain personally identifiable information (“Personal Information”) that can be used to identify or contact you. The types of Personal Information we may collect include:

Name
Email address
Phone number

HOW TO USE YOUR INFORMATION

How We Use Your Information

We may use the collected information for the following purposes:

To provide and maintain the App and Website

To process and fulfil your bus ticket bookings

To communicate with you regarding your bookings, updates, and customer support

To improve and personalize the user experience

To send you promotional offers, newsletters, and marketing communications (with your consent)

To detect, prevent, and address technical issues or fraud

To comply with legal obligations and enforce our terms of service

DATA RETENTION AND DELETION

We will retain your Personal Information only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. If you wish to delete your Personal Information from our systems, please contact us using the contact details provided at the end of this Privacy Policy, and we will promptly respond to your request, subject to any legal obligations.

INFORMATION SHARING AND DISCLOSURE

We may disclose your Personal Information to third parties in the following circumstances:

With your consent: We may share your information with third parties when you give us explicit permission to do so.

Service Providers: We may engage trusted third-party companies and individuals to facilitate our services, provide customer support, perform analysis, and assist in other business-related activities.

Legal Requirements: We may disclose your information to comply with applicable laws, regulations, legal processes, or enforceable governmental requests.

Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of the transaction.

SECURITY MEASURES

We take reasonable and appropriate security measures to protect your Personal Information from unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

CHANDES TO THIS PRIVACY POLICY

We reserve the right to update or modify this Privacy Policy at any time. We will notify you of any material changes by posting the updated policy on the Website or through the App. Your continued use of the App or Website after the effective date of the revised Privacy Policy constitutes your acceptance of the changes.

If you have any questions, concerns, or requests regarding this Privacy Policy or the handling of your personal information, please contact us.

By using the App and/or Website, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described herein

COUNTRY OF DOMICILE

This website is governed by the laws of South Africa and Vilamora Xpress Africa (Pty) Ltd chooses as its domicilium citadel et executant for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature.

VARIATION

Vilamora Xpress Africa (Pty) Ltd may, in its sole discretion, change this agreement or any part thereof at any time without notice.

GENERAL

VILAMORA will make every effort to keep the current published timetable, but services may be affected by road, weather or other conditions beyond VILAMORA control. VILAMORA will therefore not accept liability for any costs incurred by passengers under such circumstances. VILAMORA makes every effort to ensure connections between its services where appropriate. However, no liability can be accepted for loss or damage caused by any failure to make these connections or perceived to exist with other transport operations. VILAMORA reserves the right to revise seat allocations without prior notice and to operate substitute vehicles of the same standard. VILAMORA reserves the right to cancel any of its services for whatever reason without notice. Under no circumstances will any liability be accepted for losses incurred by pre-booked passengers. Reimbursement in such an event would apply, however.

Any claims relating to service quality will be considered no later than 15 days from the date of travel.

Alert

Please ensure you are in possession of a valid ticket to your destination and a valid luggage sticker copy.

Please ensure you have a valid cash receipt for tickets issued on route and receipts for any form of payment made by you to the driver or consultant.

Should you be found on board without a valid ticket or receipt you will be penalized or liable for the cost of the ticket plus 50% of the value of the ticket or you will be asked to leave the coach at the nearest safe stop.

VILAMORA XPRESS AFRICA (PTY) LTD CONTACT DETAILS

Company Physical Address: Leyds Street, Johannesburg, J1 Building

Email: info@vilamora.co.za

Telephone: 011 672 9807