Terms of use

“AllWayHub”, “we” — "AllWayHub" Ltd, Bulgaria, UIC 208941630, VAT BG208941630, the operator of the website allwayhub.com and the AllWayHub mobile apps.

“Service” — the website, apps and support channels through which you can search for, book and pay for trips.

“Carrier” — the company that performs the carriage and sets the rules on fares, baggage and cancellation.

“Customer” — the person who places an Order. “Passenger” — the person in whose name the ticket is issued. The Customer and the Passenger may be the same person.

“Consumer” — a Customer who is a natural person acting outside their trade, business or profession.

“Order” — tickets and additional services booked in a single transaction under one order number.

“E-ticket” — a travel document issued through the Service in electronic form.

“Transfer” — a trip by car with a driver to a specified address or to a transport hub. “Driver” — the person who performs the Transfer on behalf of the Carrier.

“Fare Rules” — the Carrier’s conditions for a specific offer: exchange, cancellation, deductions, baggage and concessions.

“Account” — the Customer’s personal account in the Service.

These Terms govern the use of the Service and the rights and obligations of the parties when searching for, booking, buying, changing and cancelling tickets and additional services.

AllWayHub sells tickets in its own name and accepts payment as its own revenue. The ticket sale contract is concluded between the Customer and AllWayHub when the Customer pays for the ticket.

The terms for train and air tickets will be set out in a separate section when those tickets become available.

The contract of carriage is concluded between the Passenger and the Carrier upon boarding, on the Carrier’s terms. The Carrier performs the carriage and is responsible for it. The Carrier’s name and the Fare Rules are shown before payment and repeated in the order confirmation.

By placing an Order, the Customer confirms that they have read and accept these Terms, the Fare Rules and the Privacy Policy.

If the Customer places an Order for other Passengers, the Customer confirms that they are entitled to act on their behalf and passes the trip conditions on to them.

If a provision of these Terms conflicts with mandatory consumer protection rules, the mandatory rules apply.

Before paying, check the route, the date, the local departure and arrival times, the stations, the Passengers’ details and the document requirements for entry and transit.

The price and seat availability are fixed at the moment of purchase. Until then they may change — in that case we will show the new price before payment.

Prices and terms are the same for all Customers, regardless of nationality or place of residence. We do not refuse reservations or ticket sales to people with disabilities or reduced mobility and do not charge them extra. If you need assistance during your trip, tell us when you buy your ticket or contact support@allwayhub.com in advance.

An AllWayHub Account is required to buy a ticket. It stores your Orders and tickets, bonuses and cancellation requests.

An Order is completed after successful payment and confirmation by the Carrier. The E-ticket is sent to the email address given in the Order and appears in “My trips” within 30 minutes.

If the money has been charged but the ticket has not arrived within 30 minutes, write to support: support@allwayhub.com. If the Carrier has not confirmed the Order or has cancelled it, we cancel the Order and refund the full amount to the same payment method within 5 working days. If the amount was only blocked, the bank releases the hold within its own time frame — usually up to 7 days.

We confirm receipt of your request within 2 working days. If you have not received a confirmation, please send the request again.

The Customer is responsible for the accuracy of the Passengers’ details. After the ticket has been issued, details can be corrected only under the Carrier’s rules.

When boarding, the Passenger shows the E-ticket on a screen or printed, unless the Carrier requires otherwise, together with an identity document.

In the event of a delay, cancellation or schedule change caused by the Carrier, the Carrier’s conditions and mandatory passenger rights apply — including Regulation (EU) No 181/2011 for buses and Regulation (EU) 2021/782 for trains, where applicable.

Promo codes: the discount amount, validity period, routes and restrictions are stated when the promo code is issued. A promo code cannot be exchanged for money and, unless stated otherwise, cannot be combined with other discounts.

The refund amount is calculated under the Carrier’s Fare Rules, and AllWayHub pays the refund to the Passenger. Whether a ticket can be cancelled or exchanged, and at what cost, is determined by the Carrier. The deduction and the cancellation deadline are stated in the Fare Rules and on the ticket. For Transfers, the rules of Section VII also apply.

An E-ticket is cancelled in “My trips” or through support, using the order number. Before you confirm, we show the refund amount and the deduction.

We confirm receipt of the request within 2 working days. We send the refund by the same method used to pay for the Order, no later than 14 days from the date of the request. The time it takes for the money to be credited depends on the bank.

In disputed cases we may ask for supporting documents — for example, the Passenger’s document or a certificate stating the reason for cancellation. We ask only for what is needed to decide the case.

The Carrier performs the carriage and is responsible for it, including delays, cancellations and compensation under Regulation (EU) No 181/2011. On regular services of 250 km or more, if a service is cancelled, departure is delayed by more than 2 hours or the Passenger is denied boarding because of overbooking, the Passenger can choose between continuing the journey on another service at the earliest opportunity and receiving a full refund of the ticket price. If the Carrier does not offer this choice, the Passenger is entitled to compensation of 50% of the ticket price within one month of requesting it. The Passenger can lodge a complaint about the carriage with the Carrier within 3 months of the date of travel. AllWayHub helps forward the complaint and follows up on the response.

Regulation (EC) No 261/2004 applies to air tickets: if a flight is cancelled, the Passenger chooses another flight or a refund of the price within 7 days; if departure is delayed by 5 hours or more — a refund of the price. Regulation (EU) 2021/782 applies to trains: a delay of 60–119 minutes gives the right to compensation of 25% of the ticket price, and a delay of 120 minutes or more — 50%.

Rebooking and compensation are arranged by the Carrier. You can submit a request through us at support@allwayhub.com with the order number and a copy of the ticket — we will pass it on to the Carrier and confirm receipt within 2 working days.

Free baggage and hand luggage allowances are set by the Carrier; they are stated in the offer and on the ticket.

Additional baggage, where available, is paid for when placing the Order and is shown on the ticket.

Prohibited and dangerous items are not carried. The Passenger is responsible for the contents of their baggage.

Claims for damaged or lost baggage are handled by the Carrier. We will help you contact the Carrier using the order number.

A route with a connection consists of several separate contracts of carriage — one for each segment and Carrier.

AllWayHub does not guarantee connections. If the Passenger misses the next segment because of a delay on the previous one, the conditions of the Carrier of the next segment apply.

When choosing a route, allow time for the connection, for moving between stations and for border control.

A Transfer is a trip by car or minibus with a driver to an address, an airport, a railway station or a port, as well as the hire of a car with a driver for a period of time. The Transfer is performed by the Carrier; AllWayHub processes the Order.

In the Order, state the date and local pick-up time, the exact addresses, the number of Passengers and pieces of baggage, the child seats and additional services required and, for a meet-and-greet, the flight or train number. If a comment on the Order contradicts the completed fields, the fields prevail.

In response to the Order, Carriers send offers with a price and conditions; the number of offers is not limited. The contract of carriage is concluded between the Customer and the Carrier at the moment the Customer accepts an offer.

After accepting an offer, the Customer pays the full price or a prepayment of at least 30%. The balance may be paid to the Driver in cash if the offer says so.

Free waiting time from the pick-up time: 60 minutes at an airport or port, 30 minutes at a railway station, 15 minutes at other addresses. If the Order is placed less than 30 minutes before pick-up, free waiting time is 5 minutes at any address.

Waiting beyond the free time and additional hours of hire are charged at the rate stated in the Order. The amount is calculated on the actual time and charged to the card used for the Order within 5 days after the trip — the Customer consents to this when placing the Order.

If the Passenger does not arrive at the pick-up point by the end of the free waiting time and has not contacted the Driver or support, the Transfer is treated as a no-show and the price is not refunded.

A change of time, route, number of Passengers or vehicle class is a new Order. If the Carrier cannot perform the changed Order, the cancellation rules apply.

Cancellation conditions depend on the fare. Under a fare with free cancellation, the Transfer can be cancelled before the agreed pick-up time with a full refund. Under a fare without free cancellation, the price is not refunded if the Customer cancels.

If the Carrier withdraws from the Order, the Customer may accept another Carrier’s offer or cancel the Transfer with a full refund.

If the Driver does not arrive or the Carrier withdraws from the Order, we will offer a replacement or refund the full price. Report the no-show to support within 30 minutes after the pick-up time.

Oversized baggage, animals and non-standard cargo must be agreed in the Order in advance. The Driver may refuse to carry cargo that has not been agreed or is prohibited; in that case the price is not refunded.

Children travel in child seats in accordance with the rules of the country of travel; minors travel only when accompanied by an adult.

The Passenger is responsible for preparing the documents needed to cross the border. If the trip cannot continue because documents are missing or incorrect, the Carrier and AllWayHub are not responsible.

Discriminatory requirements regarding the Driver — based on sex, nationality, religion and the like — are not accepted; we may decline such an Order.

After the trip you can rate the Driver within 4 months. Ratings and reviews help us check the quality of Carriers.

You can sign in to your Account with an email address and password or through Google, Apple and Facebook. Do not share your sign-in details with other people.

The Customer is responsible for actions in the Account until they have notified us of unauthorised access.

You can delete your Account at any time — the procedure is described in the Privacy Policy.

The Service may be temporarily unavailable because of maintenance or failures at our providers.

Only an adult — a person aged 18 or over — may create an Account. By creating an Account, you confirm that you are at least 18 years old.

For each paid and completed trip, 1% of the Order price is returned to your bonus account.

Bonuses are valid for 12 months from the date they are credited.

Bonuses are not credited for cancelled Orders. Bonuses spent on a cancelled Order are returned to the bonus account; their validity period is not extended.

Bonuses cannot be exchanged for money, are tied to the Account and cannot be transferred to other people. When the Account is deleted, the bonuses are forfeited.

The price is shown before payment in the selected currency and includes the ticket price and all mandatory charges. The total amount does not change after payment.

We accept payment through a licensed payment provider. The payment methods are shown when you place the Order. Card payments are confirmed with 3-D Secure. Card data is processed by the payment provider; AllWayHub does not store it.

If the card currency differs from the Order currency, the exchange rate and fee are set by the Customer’s bank.

On the bank statement the payment appears as AllWayHub. The Customer receives the invoice or receipt for the ticket from AllWayHub.

If an obvious technical error in the price is discovered after the Order has been placed, we will tell you and offer either to pay for the Order at the correct price or to cancel it with a full refund.

Questions about payment and refunds: finance@allwayhub.com.

A Consumer in the EU can, as a rule, withdraw from a distance contract within 14 days without giving a reason.

This right does not apply to contracts for passenger transport services (Article 3(3)(k) of Directive 2011/83/EU; Article 46, item 11 and Article 57, item 12 of the Bulgarian Consumer Protection Act), or to leisure and car rental services with a specific date of performance (Article 16(l) of the same Directive). For such tickets the Fare Rules apply — see Section IV.

For AllWayHub services without a specific date of performance, the right of withdrawal remains. We refund the money within 14 days to the same payment method.

The design, texts, software code and trademarks of the Service are protected by intellectual property law. They may be used only for booking trips for personal purposes.

The following are prohibited: automated data collection, reselling tickets without a contract with us, fraudulent Orders, interference with the operation of the Service, and the use of another person’s payment details.

AllWayHub is responsible for the sale of the ticket, processing the Order, passing data to the Carrier, accepting payment and issuing refunds. The Carrier is responsible for performing the carriage, including the timetable and baggage, and sets the Fare Rules used to calculate refunds.

Limitations of liability apply only to the extent permitted by law and do not affect mandatory consumer rights.

We send messages about the Order — confirmation, schedule changes, cancellation — to the email address and phone number given in the Order and to the app.

Provide valid contact details: if they are incorrect, you may not receive an important message about your trip.

We send marketing messages only with separate consent. You can unsubscribe through the link in any email or in your Account settings.

We process personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Bulgarian law. Details are in the Privacy Policy.

Passengers’ data is passed to the Carrier to the extent necessary for the carriage.

We accept complaints at support@allwayhub.com or in writing at: 91 General Kolev St., floor 6, apt. 43, Odesos district, 9000 Varna, Bulgaria. Please state the order number and the substance of the complaint. We confirm receipt within 2 working days and give a substantive reply within 5 working days.

If the dispute cannot be resolved, the Consumer may apply free of charge to the General Conciliation Commission at the Bulgarian Commission for Consumer Protection, the out-of-court dispute resolution body, at 1 Vrabcha Street, Sofia, adr.sofia@kzp.bg, kzp.bg. The procedure is conducted in writing in Bulgarian. The commission’s decision is not binding on the parties.

A Consumer from another EU country may also contact the European Consumer Centre of their country.

The relations between the parties are governed by the law of the Republic of Bulgaria. The choice of law does not deprive a Consumer of the protection of the mandatory rules of their country of residence.

We may change these Terms. We give notice of a new edition by email to the Account address at least 14 days before it takes effect; paid Orders are governed by the edition in force at the time of payment.

If any provision is found invalid, the remaining provisions stay in force.

If translations differ, the English text prevails.

The time in an Order is the local time at the place of departure or pick-up.