Passengers are carried subject to and in terms of the standards Pioneer Coaches conditions of carriage, notwithstanding anything contained herein to the contrary.

EXCLUSION OF LIABILITY

All persons entering a Pioneer Coaches vehicle and/or property owned by Pioneer Coaches or under its control do so entirely AT THEIR OWN RISK.


Pioneer Coaches is not liable for any loss or damages (including consequential, 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 Pioneer Coaches , its directors, its officers, servants, agents or any other person acting on behalf of or under the control of Pioneer Coaches arising out of or connected in any way with the transportation or non-transportation by Pioneer Coaches of any passenger or persons and/or their property.

TICKETS

The ticket is proof of the agreement of transport between Pioneer Coaches, the purchaser of the ticket and the passenger (the Parties).
These terms and conditions apply to the issue of such ticket/s and together constitute the entire agreement between the Parties.
A ticket is valid for use only by the passenger to whom it is issued and for the route, date and time shown thereon.
The passenger will be required to produce their unique ticket reference number and appropriate identification to board the bus and check in.
It is the PASSENGERS’ RESPONSIBILITY to ensure that the correct information is shown on the ticket. Any alteration to a ticket may render it invalid.
Tickets are non-transferrable.
Lost tickets are non-refundable.
Only tickets purchased from Pioneer Coaches or its appointed agents will be valid. Any ticket/s obtained from any other source other than an appointed agency will be void and the bearer of such ticket/s shall have no claim whatsoever against Pioneer Coaches, its directors, its staff, its representatives or any other person acting on behalf of or under the instruction of Pioneer Coaches, for any damages whatsoever.

CANCELLATION POLICY-A ticket may be cancelled subject to the following:

Cancellation should be made at the agency where the ticket was issued or a Pioneer Officer.
Pioneer reserves the right not to issues any refund whatsoever for a cancelled ticket.
Any refund request must be accompanied by the original ticket and must be before departure time.

TIMETABLES AND SCHEDULES

Passengers are requested to be at the applicable terminal or pick-up point before departure time shown on the ticket. Should a passenger be late for the scheduled departure time, a new ticket will have to be purchased.
Reservations / booked seats that are not filled/occupied 15 MINUTES before departure will be offered to stand-by passengers on a first come first serve basis.
Whilst Pioneer Coaches will make all reasonable efforts to keep to its scheduled timetable Pioneer Coaches and its sub-contractors DOES NOT guarantee any arrival or departure times, and it does NOT accept any liability for any loss including consequential loss or damage incurred by any passenger, or inconvenience experienced by any person, due to a delay or cancellation of any service for whatsoever reason.
Pioneer Coaches reserve the right to cancel any of its services for any reason WITHOUT prior notice. Pioneer Coaches are NOT liable for any loss, consequential or otherwise, or damage incurred by passengers because of such cancellation.

BREAKDOWNS, DELAYS AND CANCELLATION OF SERVICES

NO REFUNDS will be paid in the event of a breakdown or a delay.
In the event of a breakdown or delay Pioneer Coaches WILL NOT be held liable for connecting services, scheduled meetings, free refreshments, accommodation or any form of transportation or compensation.
Services may be cancelled due to adverse operational conditions including but not limited to force majeure, man-made impediments including strike action or mass looting, etc.
NO REFUNDS will be issued if a service is cancelled due to weather or any adverse conditions that are beyond Pioneer Coaches` control.
All passengers will be rebooked for an alternative date and time as per the passenger’s request.
Pioneer Coaches reserve the right to shuttle passengers between stops.

SMOKING, USE OF DRUGS AND ALCOHOL

Pioneer Coaches reserve the right to refuse to undertake the conveyance of any passenger/s found to be intoxicated, using drugs or smoking on board. Any passenger may be denied boarding should they be deemed as intoxicated or inebriated.
Any person found in breach of Pioneer Coaches terms and conditions regarding the consumption of alcohol, use of drugs or smoking will be DISEMBARKED immediately at the NEXT SAFE AREA and no compensation, refund or rescheduling of service requests will be entertained. In addition, should the need arise, legal action may be initiated against the perpetrator that is found in breach of this or any other specified terms and conditions of carriage.

PETS

Only a trained guide dog that is certified to provide the required service to its owner may be permitted on board within specific guidelines and at Pioneer Coaches discretion. A certificate may be requested for the guide dog.
With the exception of 7.1 above, NO PETS or animals will be allowed on any Pioneer Coaches or shuttle bus.

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 Pioneer Coaches before they travel.
Pioneer Coaches reserves the right to refuse transport of ill passengers without a medical certificate confirming their fitness to travel.

TRANSPORTING OF PASSENGERS

No unaccompanied children UNDER the age of 12 years will be transported. Pioneer Coaches reserves the right to refuse the transport of any minor child or person and shall not be held liable for its refusal; Pioneer Coaches is further indemnified against any apparent loss, consequential loss or damages of whatever nature as a result of such a refusal.
Children aged LESS THAN 36 months will be transported for free, PROVIDED that they sit on the Parent/Guardian’s lap. Children 36 months and older will pay the ADULT FARE. Proof of the child’s age is required at the time of purchasing the ticket and boarding the bus. In the event that there is MORE THAN ONE child under 36 months, only one child will be entitled to travel on the Parent /Guardian’s lap without paying, such additional children are required to purchase ticket at the applicable rate.

LUGGAGE

A maximum of 2 x pieces of regular baggage 20kg in total will be permitted per ticket holder. Excess baggage/luggage fees will be charged for baggage/luggage in excess of this provision at the time of reservation or boarding/check-in.
On selected services, Pioneer Coaches may accept the transporting of boxes, bags and any other commercial goods classified as excess baggage and within a specified dimension per piece. Pioneer Coaches reserve the right to accept any of the above-mentioned items and will charge for them according to size and weight in excess of the stipulated baggage allowance.
Unaccompanied luggage will not be accepted for transportation.
Pioneer Coaches will not be held responsible for any lost or damaged baggage/luggage or any loss of personal items or valuable.
It is the passenger’s responsibility to ensure that their bags are tagged correctly.

INSURANCE
All Pioneer Coaches have Personal Passengers Accident Policy which covers passengers for death and injuries sustained in the event of an accident (according to the provision of the RMT Act) and issued by the Insurance Council of Zimbabwe.

TRAVEL DOCUMENT

Passengers must ensure that they are in possession of valid travel document for all journey. Pioneer accepts no responsibility for passengers without proper valid travel documents or where entry to any country or territory is refused to any person for any reason. No passenger shall claim of any nature against Pioneer or its agents, should he/she be prevented from undertaking, or continuing with any journey as a result thereof.

RESTRICTIONS

BORDER CONTROL

Passports are compulsory on all cross-border routes and remain the sole responsibility of the passenger. PIONEER accepts no responsibility for passengers who are not in possession of proper are not in possession of proper and valid travel documents, or where entry to any country or territory id refused to any reason.


RIGHT OF CONVEYANCE

Pioneer reserves the right to refuse to undertake the conveyance of or the continued conveyance of any passenger(s).


COMPLAINTS

PShould you have a complaint in respect of PIONEER, you should inform PIONEER Customer care department as soon as possible after the incident. We will endeavor to rectify the complaint. PIONEER will unfortunately not consider any complaints after 7-day period has expire.

CUSTOMER PRIVACY POLICY

a. Pioneer Coaches 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

a. Payment may be made via Visa and MasterCard

CARD ACQUIRING AND SECURITY

a. Card transactions will be acquired for Pioneer Coaches 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

a. Customer details will be stored by Pioneer Coaches 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 & TRANSACTION CURRENCY

a. 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

a. Pioneer Coaches 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.

COUNTRY OF DOMICILE

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

VARIATION

a. Pioneer Coaches may, in its sole discretion, change this agreement or any part thereof at any time without notice.

COMPANY INFORMATION

a. This website is run by Pioneer Coaches Xpress Africa (Pty) Ltd based in South Africa trading as Pioneer Coaches Xpress and with registration number 2015/373048/07 and Williams Faheem(Directors).

GENERAL

Pioneer Coaches will make every effort to keep the current published timetable, but services may be affected by road, weather or other conditions beyond Pioneer Coaches control. Pioneer Coaches will therefore not accept liability for any costs incurred by passengers under such circumstances. Pioneer Coaches 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. Pioneer Coaches reserves the right to revise seat allocations without prior notice and to operate substitute vehicles of the same standard. Pioneer Coaches 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.
Fraud Hotline

Pioneer Coaches CONTACT DETAILS

Company Physical Address:Head Office, 50 Haydon Industrial ParkMount Hampden, Harare Zimbabwe
Company Physical Address:Head Office, South Africa Head Office Corner Leyds and Braamfontein, Parkstation,Johannesburg, South Africa
Email:customercare@pioneercoaches.co.zw
Telephone:+263 0867700811/+27 11 333 8001