Terms of Use & Privacy Policy

(Last Updated: 2026)

Welcome to the official website ktelherlas.gr and the official mobile application (hereinafter the "Application") of KTEL Heraklion–Lassithi S.A.

Please read these Terms of Use and Privacy Policy carefully before using our online services.

By accessing or using the Website, the Application, or by completing an online reservation or ticket purchase, you acknowledge that you have read, understood, and unconditionally accepted these Terms.

1. Company Information

Owner & Operator

The owner and operator of the website ktelherlas.gr and the official Application is:

INTERCITY BUS PUBLIC FARE COLLECTION FUND (K.T.E.L.) HERAKLION–LASSITHI SOCIÉTÉ ANONYME (S.A.)

Commercial Name: KTEL HERAKLION–LASSITHI S.A.

Contact Information:

• Registered Office: 9 Ikarou Avenue, GR-71306, Heraklion, Crete, Greece
• Email: info@ktelherlas.gr
• Telephone: +30 2810 246530

2. Acceptance of the Terms

Access to and use of the Website and the Application are governed by these Terms of Use.

The use of our services, the creation of a reservation, or the purchase of an electronic ticket requires the user's prior acceptance of these Terms by selecting the relevant acceptance checkbox.

By accepting these Terms, the user declares that they possess the legal capacity required to enter into the relevant passenger transportation agreement.

These Terms are governed by Greek and European Union legislation, including, but not limited to, the laws governing:

• consumer protection;
• electronic commerce;
• personal data protection;
• electronic transactions.

KTEL HERAKLION–LASSITHI S.A. reserves the right to amend or update these Terms at any time. Any modifications shall become effective upon publication of the updated version on the Website and the Application.

3. Services Provided & Limitation of Liability

KTEL HERAKLION–LASSITHI S.A. makes every reasonable effort to ensure that the information provided through the Website and the Application regarding routes, fares, schedules, and services is accurate, up to date, and complete.

The Company shall not be liable for any unintentional technical or typographical errors or for temporary discrepancies resulting from schedule changes, extraordinary circumstances, or operational requirements.

The services are provided on an "as is" basis.

KTEL HERAKLION–LASSITHI S.A. shall not be liable for any direct or indirect loss or damage arising from:

• inability to access the Website or the Application;
• technical failures of third-party networks or telecommunications services;
• unauthorized interference by third parties;
• use of the services in violation of these Terms.

Where the Website or the Application contains links to third-party websites, the Company assumes no responsibility for the content, security, availability, or privacy practices of such websites.

4. Service Availability & Digital Security

The Company makes every reasonable effort to ensure the secure and uninterrupted operation of the Website and the Application.

Access to the online services may be temporarily affected by circumstances beyond the Company's reasonable control, including but not limited to:

• network connectivity issues;
• failures of third-party service providers;
• exceptionally high traffic volumes;
• maintenance or system upgrades.

KTEL HERAKLION–LASSITHI S.A. reserves the right to temporarily suspend the operation of its systems for maintenance, security, or technical upgrade purposes.

Although appropriate technical and organizational security measures are implemented to protect its information systems, the Company cannot guarantee that the Website or the Application will at all times be completely free from malware, viruses, or other harmful software.

Users are responsible for taking appropriate security measures to protect their own devices and systems.

5. Security of Electronic Transactions

KTEL HERAKLION–LASSITHI S.A. places particular importance on the security of electronic payments.

Payments made by bank card are processed through Alpha Bank's secure Alpha e-Commerce payment platform.

To protect electronic transactions, modern Transport Layer Security (TLS) encryption protocols are used.

The Company:

• does not store;
• does not process; and
• does not have access to

the user's complete payment card details (including the card number, CVV, or expiration date).

Such information is entered directly into the secure payment environment of the cooperating financial institution.

6. Ticket Cancellation & Refund Policy

If an electronic ticket has been issued and the passenger does not travel, the following cancellation and refund policy shall apply:

• 70% of the ticket fare will be refunded, provided that the reservation is cancelled at least 8 hours before the scheduled departure time.
• 50% of the ticket fare will be refunded if the cancellation is made within 8 hours prior to the scheduled departure.
• In the event of a no-show after the scheduled departure of the service, no refund shall be available.

Upon submission of a written request by the passenger, the Board of Directors of KTEL HERAKLION–LASSITHI S.A. may, solely in exceptional cases involving compelling social circumstances or force majeure, examine the possibility of granting a partial refund, in accordance with the principles of good faith.

This cancellation and refund policy applies exclusively to services operated by KTEL HERAKLION–LASSITHI S.A. and does not apply to services or tickets issued by other transport operators.

7. Privacy Policy (GDPR)

KTEL HERAKLION–LASSITHI S.A. recognizes the importance of protecting personal data and is committed to processing such data lawfully, fairly, and securely, in accordance with:

• the General Data Protection Regulation (EU) 2016/679 (GDPR);
• Greek Law 4624/2019;
• and any other applicable Greek and European legislation.

A. Personal Data Collected

When using the Website, the Application, or purchasing an electronic ticket, only the personal data strictly necessary for the provision of our services are collected.

Such data may include:

• passenger's full name;
• contact telephone number;
• email address;
• information required for the issuance of a ticket or a lawful tax document;
• information supporting eligibility for special fare discounts (such as student status, large family status, or any other eligible category).

B. Legal Basis and Purpose of Processing

Personal data are processed only for specific, legitimate purposes, including:

• completing reservations and issuing tickets;
• performing the passenger transportation contract;
• verifying the passenger's identity during boarding;
• notifying passengers of schedule changes or service disruptions;
• complying with applicable tax, accounting, and other legal obligations.

Depending on the circumstances, processing is based on:

• the performance of a contract;
• compliance with legal obligations;
• the user's consent, where required;
• the Company's legitimate interests.

C. Data Recipients

Access to personal data is limited to authorized personnel of the Company and trusted service providers whose involvement is necessary for the provision of our services.

Recipients may include:

• the electronic ticketing system provider;
• IT support and system maintenance providers;
• the cooperating financial institution responsible for processing electronic payments.

Personal data are not disclosed to third parties for commercial or marketing purposes without an appropriate legal basis or, where required by law, the user's prior consent.

D. Data Retention

Personal data are retained only for as long as necessary to fulfill the purposes for which they were collected and in accordance with applicable legal requirements.

Where retention is required by tax, accounting, or other legal obligations, personal data are retained exclusively for the period prescribed by applicable law.

Upon expiry of the applicable retention period, personal data are securely deleted or irreversibly anonymized.

E. Data Subject Rights

In accordance with the GDPR, users have the following rights:

• the right of access to their personal data;
• the right to rectification of inaccurate or incomplete data;
• the right to restriction of processing;
• the right to data portability, where applicable;
• the right to object to specific processing activities;
• the right to erasure ("right to be forgotten"), subject to applicable legal obligations.

The right to erasure does not apply where the Company is required to retain personal data in order to comply with tax, accounting, or other legal obligations.

If a user believes that his or her rights regarding the protection of personal data have been violated, he or she has the right to lodge a complaint with the Hellenic Data Protection Authority (HDPA).

8. Cookie Policy

The Website and the Application use cookies and similar technologies to improve the user experience and ensure the secure operation of our online services.

Cookies are categorized as follows:

Essential / Technical Cookies

These cookies are strictly necessary for the proper operation of the Website and its services, including:

• maintaining user selections during the booking process;
• enabling the electronic ticket functionality;
• managing user sessions.

Without these cookies, certain online services cannot function properly.

Analytics Cookies

Analytics cookies are used to measure website traffic and improve our services.

These cookies are activated only in accordance with the user's preferences.

Marketing / Advertising Cookies

Marketing cookies are used to deliver personalized content and advertisements and are activated only after the user's prior consent through the cookie management platform.

Users may modify or withdraw their consent regarding optional cookies at any time.

Rejecting optional cookies does not affect the ability to browse the Website or purchase tickets.

9. Intellectual Property

All content available on the Website and the Application, including but not limited to texts, graphics, logos, trademarks, images, design elements, software applications, and any other material, constitutes the intellectual and/or industrial property of KTEL HERAKLION–LASSITHI S.A. or its respective lawful owners.

Such content is protected by applicable Greek, European Union, and international intellectual property laws.

Without the Company's prior written consent, it is prohibited to:

• copy;
• reproduce;
• modify;
• republish;
• commercially exploit; or
• otherwise use any part of the content in any manner.

The Website and the Application may only be used for personal, lawful purposes related to the Company's passenger transportation services.

10. User Obligations

Users are required to:

• use the Website and the Application in accordance with these Terms and applicable law;
• provide accurate, complete, and truthful information during the reservation or ticket purchase process;
• keep their account credentials confidential, where applicable;
• refrain from any action that may interfere with or damage the Company's electronic systems or services.

Users are solely responsible for:

• maintaining suitable technological equipment;
• securing their own internet connection;
• any charges imposed by telecommunications or internet service providers.

KTEL HERAKLION–LASSITHI S.A. shall not be liable for any issues arising solely from the user's equipment, software, internet connection, or third-party services.

11. Electronic Tickets & Use of the Mobile Application

The issuance of an electronic ticket through the Website or the Application constitutes a valid method of purchasing a passenger transportation ticket.

Upon successful completion of the transaction, the user will receive an electronic confirmation and, where applicable, the electronic ticket in digital format.

Passengers are responsible for:

• verifying the accuracy of their reservation details before completing the purchase;
• presenting the electronic ticket or the corresponding QR code or booking reference during boarding;
• complying with the applicable passenger transportation regulations.

The Company shall not be liable for the loss of, or inability to present, an electronic ticket where such loss or inability is attributable solely to the passenger.

12. Personal Data in the Mobile Application

The official mobile application of KTEL HERAKLION–LASSITHI S.A. may require certain device permissions that are necessary for its proper operation and the provision of its services.

Depending on the functionality of the Application, such permissions may include:

• access to the internet connection;
• permission to send push notifications;
• storage of electronic tickets on the user's device.

The Company collects only the data necessary for the operation of the Application and the provision of its services.

13. Links to Third-Party Websites

The Website or the Application may contain links to third-party websites or services.

KTEL HERAKLION–LASSITHI S.A. does not control and assumes no responsibility for:

• the content of such websites;
• their privacy policies;
• the manner in which personal data are processed by third-party providers.

Users are encouraged to review the applicable Terms of Use and Privacy Policies of any third-party websites or services they visit.

14. Governing Law & Jurisdiction

These Terms of Use shall be governed by and construed in accordance with the laws of the Hellenic Republic.

Any dispute arising out of or in connection with the use of the Website, the Application, or the services provided shall fall within the jurisdiction of the competent courts as determined by the applicable legislation.

Nothing in these Terms shall limit or affect any mandatory consumer rights granted under Greek or European Union law.

15. Final Provisions

These Terms of Use and the Privacy Policy constitute the entire agreement governing the use of the website ktelherlas.gr and the official mobile Application of KTEL HERAKLION–LASSITHI S.A.

Should any provision of these Terms be held to be invalid, unlawful, or unenforceable, such provision shall not affect the validity or enforceability of the remaining provisions.

The Company reserves the right to amend or update these Terms whenever required due to changes in applicable legislation, its services, or its information systems.

Last Updated: 2026

KTEL HERAKLION–LASSITHI S.A.