Terms and Conditions

1. Role of TRE.GE

TRE.GE is a digital ticketing platform that allows users to purchase tickets of partner transport companies online.

TRE.GE is not the direct provider of transport services, unless expressly stated otherwise.

Transport services are provided by partner carriers. The rules for travel, baggage, delays, cancellations, ticket return, ticket change, travel of children, transportation of animals and other operational conditions are determined by the rules of the relevant partner carrier.

The main functions of TRE.GE are:

• Providing the ability to search for tickets;
• Facilitating the online ticket purchase process;
• Delivering the purchased ticket to the user electronically;
• Providing technical support for the payment process;
• Providing relevant information to users;
• Making partner carrier rules available to users;
• Where necessary, providing technical support for the ticket return or change process.

2. User Account

2.1. Registration

To use TRE.GE services, the user may be required to create an account or log in.

During registration, the user is obliged to provide accurate, complete and up-to-date information.

2.2. Account Security

The user is responsible for:

• The security of their account;
• The confidentiality of their password;
• Any action performed through their account;
• The accuracy of the data entered when purchasing a ticket.

TRE.GE is not responsible for damage caused by the user’s failure to properly protect their account or password.

3. Ticket Search and Purchase

3.1. Right to Purchase a Ticket

A ticket may be purchased by an adult natural person.

If a legal entity purchases a ticket, the ticket must be issued for a specific natural person or in the form determined by the rules of the relevant partner.

3.2. Ticket Search

To search for a ticket, the user must correctly indicate the relevant data, including:

• Place of departure;
• Destination;
• Date of travel;
• Number of passengers;
• Passenger category or type of discount, if applicable.

Before purchasing a ticket, the user must verify the selected route, date, time, passenger data and the partner carrier’s terms.

3.3. Passenger Data

When purchasing a ticket, the user is responsible for the accuracy of the passenger data entered.

An incorrectly entered name, surname, personal number, date of birth, document details or other information may result in:

• The inability to use the ticket;
• Restriction of the right to travel;
• Refusal to return or change the ticket;
• An obligation to pay an additional fee.

4. Payment and Fees

Tickets may be purchased using the payment methods available on TRE.GE.

Payment is considered completed only after the transaction has been successfully processed and the relevant ticket has been generated.

When purchasing a ticket, a service fee or another additional charge may be added to the ticket price. Such fee will be shown to the user during the purchase process before payment is completed.

The return of service fees depends on the rules of the relevant partner carrier and the terms of the specific service.

If a technical issue occurs during payment, the time required for the amount to be reflected or returned may depend on the rules of the user’s bank or payment system.

5. Receiving and Using a Ticket

After the transaction is successfully completed, the user receives an electronic ticket.

The electronic ticket may be used from a mobile device or in printed form, unless the partner carrier’s rules require otherwise.

During travel, the user must carry:

• An electronic or printed ticket;
• An identity document;
• If applicable, a document confirming a discount or special status;
• In the case of a child, a birth certificate or identity document, if required by the partner’s rules.

The ticket is valid only for the passenger whose data is indicated on the ticket, unless the rules of the relevant partner provide otherwise.

6. General Rules for Ticket Return and Change

A ticket return, change or cancellation is carried out in accordance with the rules of the relevant partner carrier.

Return or change conditions may differ depending on the following factors:

• Partner carrier;
• Route;
• Type of trip;
• Date and time of travel;
• Time remaining before departure;
• Fare;
• Ticket status;
• Whether a discount or special condition has been used.

TRE.GE provides users with a technical ability to request a ticket return or change through the platform, if such functionality is available for the relevant ticket.

If, under the partner carrier’s rules, a ticket is not subject to return or change, TRE.GE cannot ensure the return or change of such ticket.

As a rule, refunded amounts are credited to the same account or card used for payment, unless another rule is defined.

7. User Obligations

The user is obliged to:

• Use TRE.GE lawfully and in good faith;
• Carefully verify all data before purchasing a ticket;
• Read TRE.GE rules and the rules of the relevant partner carrier;
• Provide accurate information;
• Not use false data or another person’s data;
• Follow the applicable travel rules;
• Comply with lawful instructions of partner carrier representatives;
• Purchase tickets only for personal or lawful purposes.

8. Prohibited Actions

The user is prohibited from:

• Unauthorized interference with the operation of the website or system;
• Using automated programs, bots or scripts to purchase tickets or affect the system;
• Using false data;
• Unauthorized access to another person’s account;
• Using fraudulent payment methods;
• Abusing the website or partner carrier services;
• Any action that violates the law or the rights of third parties.

9. Account Restriction

TRE.GE is entitled to temporarily or permanently restrict a user account or access to the service if any of the following is detected:

• Violation of the Terms;
• Suspicious or fraudulent activity;
• Abuse of the system;
• Use of incorrect or false data;
• A risk related to payment security;
• A material violation of a partner carrier’s rules.

10. Personal Data

TRE.GE processes users’ personal data for the purposes of providing services, purchasing tickets, processing payments, communicating with users, ensuring security and fulfilling obligations defined by law.

Personal data may be transferred to the relevant partner carrier to the extent necessary to issue a ticket, confirm travel, process a return or change, and provide the service.

The user has the right, in accordance with the law, to request:

• Access to their personal data;
• Correction of data;
• Updating of data;
• Deletion of data, where permitted by law;
• Restriction of data processing;
• Exercise of other rights in accordance with applicable legislation.

11. Use of Cookies

TRE.GE uses Cookie technology for proper website operation, security, analytics and improving user experience.

By using the website, the user agrees to the use of Cookies, unless applicable law requires another form of consent.

12. Intellectual Property

The content placed on TRE.GE, including texts, design, logo, graphic elements, software, website structure and other materials, is protected by intellectual property rights.

Their use, copying, distribution, modification or commercial use without the prior written consent of TRE.GE is prohibited.

13. Limitation of Liability

TRE.GE is responsible only within the scope related to the operation of the TRE.GE platform and the digital services directly provided by TRE.GE.

TRE.GE is not responsible for the performance of transport services by partner carriers, including:

• Trip delays;
• Trip cancellations;
• Route changes;
• Vehicle changes;
• Quality of travel;
• Loss of or damage to baggage, except where the relevant partner’s rules directly impose responsibility on TRE.GE;
• Consequences caused by the passenger’s violation of partner rules.

TRE.GE is also not responsible for:

• Data incorrectly entered by the user;
• Problems with the user’s device or internet connection;
• Delays or failures of banks or payment systems;
• Technical failures of third-party systems;
• Changes to rules or terms made by a partner carrier.

14. Force Majeure

TRE.GE and partner carriers are not responsible for service interruptions if the interruption is caused by circumstances beyond their reasonable control.

Such circumstances may include:

• Natural disasters;
• Severe weather conditions;
• Road closure or infrastructure disruption;
• Accident;
• War or state of emergency;
• Government restrictions;
• Cyberattack;
• Technical or operational necessity;
• Other unforeseen circumstances.

15. Changes to the Terms

TRE.GE is entitled to update or change these Terms and Conditions at any time.

The updated version enters into force upon publication on the website, unless another date is specified.

The user is obliged to read the current version of the Terms and Conditions before purchasing a ticket.

16. Contact Information

For additional questions, please contact us:

Email: support@tre.ge

Website: www.tre.ge

17. Applicability of Partner Carrier Terms

Tickets available on the TRE.GE platform belong to different partner transport companies.

Each partner carrier has its own terms and conditions, which may differ from one another.

Before purchasing a ticket, the user is obliged to read the terms of the partner carrier whose ticket they are purchasing.

If there is a difference between TRE.GE’s general terms and the travel terms of a specific partner carrier, the rules of the relevant partner carrier prevail in relation to travel, baggage, delays, cancellation, return or other operational matters.

18.1. Ticket Purchase

Tickets for the main passenger trains of Georgian Railway may be purchased online.

Ticket sales generally start 20 calendar days before train departure, except in special cases.

A maximum of 9 electronic tickets may be purchased in one transaction.

Online sale of electronic tickets stops 1 hour before the train departs from the initial station.

Online sale of tickets for regional and international passenger trains may not be available.

18.2. Ticket Purchase Process

To search for a ticket, the user selects:

• Departure station;
• Arrival station;
• Date of travel;
• Return date, if applicable;
• Number of passengers;
• Passenger category;
• Preferred class or seat, if such functionality is available.

Seat selection may be a paid service.

The user is given a limited time to enter passenger data and complete the transaction. If the transaction is not completed, the selected seat or discount may become temporarily unavailable.

18.3. Passenger Data

The user is responsible for the accuracy of the passenger data entered.

When boarding the train, the passenger must present the identity document of the person in whose name the ticket has been issued.

The ticket is valid only for the relevant passenger.

18.4. Travel of Children

A child ticket is issued for children aged 5 to 10.

One child under the age of 5 may travel free of charge with an adult passenger if the child does not occupy a separate seat.

If a child under the age of 5 needs a separate seat, a child ticket must be purchased.

If more than one child under the age of 5 travels with a passenger, a child ticket must be purchased for each additional child.

From the age of 10, the ticket price for a child is determined according to the adult ticket rules.

When travelling with a child under the age of 10, the passenger must present the child’s birth certificate or identity document.

A minor under the age of 18 will not be admitted to the train without an accompanying adult.

18.5. Discounted Fares

Discounted fares may apply only to persons defined by the relevant rules and, as a rule, only to the relevant class.

To use a discount, the passenger must provide the required data and present the relevant original document during travel.

A copy or photo of the document may not be sufficient, except where permitted by the partner’s rules.

One passenger may be entitled to purchase only one discounted ticket for one journey.

18.6. Persons with Reduced Mobility

Certain Georgian Railway trains provide an adapted environment for persons with reduced mobility.

To receive the necessary assistance, the passenger must notify Georgian Railway at least 48 hours before departure through the relevant contact channels.

18.7. Group Travel

Different group travel rules may apply when 10 or more persons travel together.

For group travel, a preliminary application must be completed and the information requested by Georgian Railway must be provided.

The application may require:

• Name and identification code of the organization;
• Route;
• Date and time of travel;
• Number of seats;
• Passenger data;
• Payment method;
• Contact person’s details.

After confirmation of the group application, payment must be made within the established timeframe. If payment is not made, the reservation may be cancelled.

18.8. Baggage

A passenger may carry hand baggage free of charge up to 36 kg, provided that the sum of its three dimensions does not exceed 180 cm.

Additional fees may apply for oversized or overweight baggage.

An item weighing more than 80 kg or longer than 3 meters will not be accepted as baggage.

18.9. Pets and Birds

When travelling in any class of train carriage, a passenger may carry a small pet or bird free of charge if it is placed in a special container/bag and does not occupy a separate passenger seat. A passenger may carry no more than 1-2 small pets/birds.

If the passenger wishes to place the container/bag containing the pet/bird on a separate passenger seat, the passenger must purchase an additional ticket for that container/bag. In such case, the passenger must purchase all seats in the row so as not to cause discomfort to other passengers.

The combined length, width and height of the container/bag must not exceed 140 cm. The container must be clean, leak-proof and must prevent the animal/bird from escaping. The container must be ventilated on three sides, must provide enough space for the animal/bird to move naturally, and its bottom must be covered with absorbent material.

A passenger transporting a small pet/bird by train must carry a veterinary certificate and present it to the train conductor when boarding.

The passenger must place the container/bag so that it does not obstruct the free movement of other passengers.

The passenger is responsible for the small pet/bird transported by train. The passenger must supervise the container and the animal/bird inside it so that they do not disturb or endanger other passengers, damage or soil the train, or damage other passengers’ property. If the pet/bird causes damage to passengers, train staff, the train or other passengers’ property, the passenger transporting the pet/bird will be fully responsible for compensating such damage.

It is prohibited to transport pets/birds by train if they show aggressive behavior, have signs of infectious disease or pose an obvious threat to the life, health or safety of passengers or train staff.

Train staff may require the passenger to remedy any violation related to the container/bag parameters, safety or sanitary rules, and if the violation is not remedied, may refuse to allow the pet/bird to be transported by train.

18.10. Technical Equipment

A bicycle may be transported only under the conditions determined by Georgian Railway rules and upon payment of the relevant fee.

A bicycle, baby stroller, bed, prosthetic wheelchair or other technical equipment must be packed, unless the partner’s rules provide otherwise.

18.11. Prohibited Items

It is prohibited to carry items as hand baggage that may damage or soil the carriage or another passenger’s belongings.

It is also prohibited to carry:

• Loaded weapons;
• Toxic substances;
• Flammable substances;
• Explosive substances;
• Hazardous materials;
• Other prohibited items, except in cases permitted by law or special rules.

18.12. Ticket Return

An unused electronic ticket may be returned online no later than 1 hour before train departure.

If less than 1 hour remains before train departure, the ticket is not subject to return.

When returning a child ticket, the child ticket must be returned first, followed by the ticket of the accompanying adult passenger.

The following amounts may be deducted upon return:

• If at least 15 hours remain before departure - no amount is deducted from the ticket fare;
• If less than 15 hours but at least 4 hours remain before departure - 15% is deducted;
• If less than 4 hours but at least 1 hour remains before departure - 30% is deducted.

Service fees paid when purchasing the ticket are not returned, except where the return is caused by Georgian Railway.

The refund is made to the same bank account or card used for payment. The time required for the amount to be reflected may depend on the bank.

18.13. Ticket Change

A Georgian Railway ticket may be changed only if the desired tickets are available.

Possible changes may include:

• Class or seat;
• Name and surname;
• Date or time.

A ticket may be changed only once. A ticket that has already been changed cannot be changed again.

18.14. Free Return Service

A free return service may be available for Georgian Railway tickets at a cost of 2 GEL.

If this service is purchased, the passenger may receive a full refund of the ticket price up to 1 hour before train departure, subject to the relevant rules.

18.15. Delay and Compensation

A passenger may have the right to request compensation if, for reasons attributable to Georgian Railway, the train arrives at the final destination 60 minutes or more late.

The amount of compensation may be determined as follows:

• Delay from 60 to 119 minutes - 25% of the ticket fare;
• Delay of 120 minutes or more - 50% of the ticket fare.

Compensation is issued only if the passenger has fully used the service and the ticket price has not been returned on another basis.

If the train is cancelled, the passenger receives a full refund of the ticket price.

To receive compensation, the passenger must contact Georgian Railway within 7 days after the relevant circumstance occurs.

18.16. Rules of Conduct on the Train

The following are prohibited on the train:

• Smoking;
• Consumption of alcoholic beverages;
• Travelling under the influence of drugs or alcohol;
• Disturbing public order;
• Disturbing other passengers;
• Using electronic devices in a way that disturbs other passengers.

In case of violation of the rules, an authorized person may refuse to transport the passenger or require the passenger to leave the train. In such case, the ticket price may not be refunded.

19.1. Ticket Purchase

Before purchasing a ticket, the user must check:

• Route;
• Departure time;
• Stop;
• Passenger data;
• Partner return and change conditions.

Incorrectly purchased or duplicated tickets are not returned and are not changed.

After the ticket purchase is completed, changes are not possible unless otherwise provided by Citybus Georgia rules.

19.2. Trip Cancellation Due to Citybus Georgia

If a trip is cancelled due to Citybus Georgia’s fault or negligence, the user may be offered:

• A full refund of the ticket price; or
• Alternative travel.

19.3. Ticket Cancellation and Return

Citybus Georgia ticket return conditions are:

• If more than 48 hours remain before departure, 90% of the ticket price is returned;
• If 24 to 48 hours remain before departure, 80% of the ticket price is returned;
• If less than 24 hours remain before departure, the ticket is not returned.

Service fees are not returned.

19.4. Free Return Service

Free return for Citybus Georgia tickets is possible 24 hours before departure if such service has been purchased or is available for the relevant ticket.

19.5. Passenger Obligations

The passenger is obliged to:

• Arrive at the stop at least 15 minutes before departure;
• Present the electronic ticket when boarding;
• Keep the ticket or booking confirmation until the end of the journey;
• Use the ticket only for the route and stops indicated on it.

19.6. Children

All passengers on Citybus Georgia trips, including children, need a ticket.

A child cannot travel on an adult passenger’s lap.

A parent or legal representative may bring a child safety seat, but the company does not provide such a seat.

Age conditions are:

• A child under 12 may travel only with an accompanying person over the age of 15;
• A child aged 12 to 14 may travel independently with written consent of a parent or guardian;
• From the age of 15, independent travel is permitted.

The parent or legal representative is responsible for the child’s conduct and safety.

19.7. Passengers with Reduced Mobility

A passenger with reduced mobility or their representative must make a reservation at least 36 hours before travel.

The reservation must indicate:

• Type of assistance required;
• Whether an accompanying person will travel;
• Type of wheelchair: manual or electric.

A folding wheelchair weighing no more than 20 kg is transported free of charge.

If safety requirements are not met, the company has the right to refuse transportation of the wheelchair, in which case the ticket price is refunded.

19.8. Baggage

For each ticket, a passenger may carry free of charge:

• One main baggage item up to 20 kg in the baggage compartment;
• One hand baggage item in the cabin.

Permitted items include:

• A folding bicycle placed in a bag;
• One snowboard or pair of skis;
• A small folding stroller or chair.

Prohibited items include:

• Live animals, except dogs or cats with a pre-booked place;
• Dangerous or flammable materials;
• Fireworks;
• Fuel;
• Meat or fish.

Valuables, including passport, money, electronics, jewelry and medicines, must be kept in hand baggage.

The company is not responsible for valuables left in the baggage compartment.

In case of loss or damage to baggage, the maximum compensation amount is 200 GEL, unless another condition has been agreed in advance.

19.9. Rules of Conduct on the Bus

The following are prohibited on the bus:

• Smoking;
• Consumption of alcohol;
• Disturbing public order;
• Disturbing other passengers.

In case of violation of the rules, the driver or an authorized person may remove the passenger from the bus.

19.10. Delay and Force Majeure

If the trip is delayed by more than 3 hours, the passenger may request cancellation of the ticket and a refund.

In case of force majeure, including severe weather, accident or government restrictions, if departure is impossible, the ticket price is refunded in full.

19.11. Incorrect Fare

A ticket purchased as a result of a technical error may be considered invalid. In such case, the user is refunded the paid amount.

19.12. Travelling Without a Ticket

The penalty for travelling without a ticket is three times the travel fare.

If the ticket was purchased incorrectly, the passenger may have to pay the full fare.

20.1. Ticket Cancellation and Return

To cancel a Georgian Bus ticket, at least 2 hours must remain before departure.

In case of return, the user receives 70% of the ticket price.

TRE.GE processes refund requests promptly; however, the reflection of the amount on the account may depend on bank procedures and may take from 1 to 3 business days.

20.2. Baggage

Each passenger may carry free of charge:

• One hand baggage item;
• One suitcase.

Transportation of oversized baggage requires prior agreement.

The passenger must provide TRE.GE with the baggage dimensions and weight at least 24 hours before departure so that the additional fee can be determined.

The maximum dimensions of XL baggage are:

• Height: 76 cm;
• Width: 48 cm;
• Depth: 29 cm.

After the journey is completed, the passenger must identify and collect their own baggage.

In case of lost baggage, the passenger must immediately contact TRE.GE support.

Georgian Bus and TRE.GE are not responsible for damage or compensation if the baggage is taken by another passenger.

20.3. Force Majeure

In case of natural disasters, war or other circumstances beyond control, Georgian Bus and TRE.GE are not responsible for delays or changes to the planned route.

20.4. Passenger Conduct

The passenger is prohibited from:

• Disturbing public order;
• Speaking loudly;
• Listening to loud music;
• Travelling under the influence of alcohol or drugs;
• Damaging the vehicle interior;
• Talking to the driver while the vehicle is moving, except in emergencies.

In case of violation of the rules, the passenger may be removed from the trip by the administration or TRE.GE without compensation.

20.5. Travel Requirements

The passenger is obliged to:

• Carry an electronic ticket in mobile or printed form;
• Arrive at the stop at least 15 minutes before departure;
• Take care of their baggage and personal belongings;
• Report any problem to TRE.GE support.

21.1. General Travel Conditions

Transport departs at the time specified in the schedule.

The passenger must arrive at the departure location at least 20 minutes before departure.

For the Kutaisi Airport route, buses generally depart approximately 40 minutes after the flight arrives.

If a flight is delayed, the transport will wait; however, the type of vehicle may change, which may affect seat numbers.

Airlines may change flight times, which will affect the transport schedule.

When boarding, the passenger must present the electronic ticket and keep it until the end of the journey.

21.2. Kutaisi Airport Route

For the Kutaisi Airport route, a ticket may be returned at least 24 hours before departure.

The return fee is 20%.

If less than 24 hours remain before departure, the ticket is not returned.

A changed or suspended ticket is not returned.

A discounted ticket is not changed and is not returned.

If the flight is cancelled, the ticket price is refunded less a 1 GEL penalty.

21.3. Tbilisi - Zugdidi - Tbilisi

For this route, a ticket may be returned at least 5 hours before departure.

The return fee is 20%.

If less than 5 hours remain before departure, the ticket is not returned and is not changed.

A changed or suspended ticket is not returned.

When returning one direction of a discounted round-trip ticket, the price of a one-way ticket is deducted and the remaining amount is returned less 20%.

21.4. Tbilisi - Batumi - Tbilisi

For this route, a ticket may be returned at least 5 hours before departure.

The return fee is 20%.

If less than 5 hours remain before departure, the ticket is not returned and is not changed.

A changed or suspended ticket is not returned.

When returning one direction of a discounted round-trip ticket, the price of a one-way ticket is deducted and the remaining amount is returned less 20%.

21.5. Baggage

A passenger may carry one small bag in the cabin that fits on the overhead shelf.

Checked baggage must be placed in the special baggage compartment.

Carrying travel bags or backpacks in the cabin is prohibited if they do not comply with cabin baggage rules.

The maximum baggage allowance is 2 suitcases per passenger.

Additional baggage may be subject to an additional fee.

After the journey is completed, the passenger must identify and collect their own baggage.

In case of lost, mixed-up or forgotten baggage, the user must contact the Omnibus Express hotline: +995 322 159 259.

The company is not responsible for baggage-related issues caused by the passenger’s actions or negligence.

21.6. Transportation of Animals

Pets, specifically cats or dogs, may be transported only in a special container if the animal’s weight does not exceed 3 kg.

An additional seat must be purchased for transporting an animal.

Transportation of an animal requires prior confirmation for the specific trip.

21.7. Rules of Conduct

The passenger is prohibited from:

• Talking to the driver while the vehicle is moving, except in emergencies;
• Disturbing public order;
• Speaking loudly;
• Listening to loud music;
• Consuming alcohol;
• Smoking;
• Eating or drinking on board, if prohibited;
• Littering;
• Damaging the bus;
• Standing while the vehicle is moving.

A passenger under the influence of alcohol or drugs will not be admitted on board.

In case of violation of the rules, the passenger may be removed from the trip without compensation.

21.8. Delay and Force Majeure

In case of flight delay, the transport will wait; however, the vehicle may be changed.

In force majeure situations, including natural disasters, road closures, war or similar circumstances, the company is not responsible for delays.

21.9. Additional Conditions

The vehicle may be changed due to technical or operational needs, including for safety reasons.

The company reserves the right to change its rules at any time.

Passengers are advised to read the current terms before purchasing a ticket and before travelling.

By purchasing a ticket, the passenger agrees to:

• Processing of personal data for the purpose of providing the service;
• Receiving informational SMS notifications.

Is TRE.GE a carrier company?

No. TRE.GE is a digital ticketing platform. Transport services are provided by partner carriers.

Why do return conditions differ for different tickets?

Return conditions are determined by the relevant partner carrier. Therefore, the return rules of Georgian Railway, Citybus Georgia, Georgian Bus and Omnibus Express differ.

Is it always possible to change a ticket?

No. Ticket change depends on the rules of the specific partner carrier, ticket type, route and time remaining before departure.

Is the service fee refundable?

The return of the service fee depends on the rules of the specific partner and the terms of the purchased service. In some cases, the fee is not returned.

What do I need to have when boarding?

As a rule, an electronic or printed ticket and an identity document are required. In some cases, an additional document may be required, such as a child’s birth certificate or a document confirming a discount.

What happens if I enter incorrect data on the ticket?

Incorrect data may result in refusal of boarding, inability to change the ticket or non-refund of the amount. Always check the data before purchasing a ticket.

Who should I contact if my baggage is lost?

This depends on the partner carrier. In some cases, the user should contact TRE.GE support, and in other cases directly the carrier’s hotline. See the specific rule in the relevant partner section.

Which rules prevail: TRE.GE rules or partner rules?

TRE.GE rules apply to the use of the platform. The rules of the relevant partner carrier prevail in relation to travel, baggage, trip delay, cancellation, return or other operational matters.