Terms and Conditions

1.1. All persons entering an CAG vehicle and/or property owned by CAG or under its control do so entirely AT THEIR OWN RISK.
1.2. CAG 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 CAG, its directors, its officers, servants, agents or any other person acting on behalf of or under the control of CAG, arising out of or connected in any way with the transportation or non-transportation by CAG of any passenger or persons and/or their property.

2.1. The ticket is proof of the agreement of transport between CAG, the purchaser of the ticket and the passenger, and the accompanying terms and conditions are the entire agreement between the passenger and CAG.
2.2. A ticket is valid for the 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 check in. Please note the additional requirements for minor children further on.
2.3. It is the passenger’s responsibility to ensure that the correct information is shown on the ticket. Any alteration to a ticket may render it invalid.
2.4. Passengers are not allowed to break their journey into multiple legs, unless separate tickets are issued for each individual journey.
2.5. Only tickets purchased from CAG or its appointed agents will be valid. Any tickets obtained from any other place or person not being an CAG agent will be void and the bearer of such tickets shall have no claim whatsoever against CAG and/or any of its directors, officers, servants, agents, or any other person acting on behalf of or under the control of CAG for any damages whatsoever.
2.6. The rights and title in and to tickets are non-transferrable. Tickets may however be transferred to another date and time as set out below whereupon new tickets shall be issued.
2.7. In the case of credit card bookings made via CAG’s website or call centre, the ticket will be automatically cancelled unless the cardholder complies with all requirements stipulated during the booking process, which may include that the credit card used to purchase the ticket(s) and the ID document of the cardholder must be presented upon boarding the CAG vehicle or at an CAG office at least 24 hours before the scheduled departure time.

3.1. Whilst CAG will make all reasonable effort to keep to its scheduled timetables, CAG does not guarantee any arrival or departure times, and it does not accept any liability for any 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.
3.2. CAG reserves the right to cancel any of its services for any reason without prior notice. CAG will not be liable for any loss or damage incurred by passengers as a result of such cancellation.
3.3. CAG makes every effort to ensure connections with other transport operators, where appropriate. However, CAG will not be liable for loss or damage caused by any failure to make such connections with other transport operators.
3.4. Passengers must be at the departure point 30 minutes prior to the scheduled departure time for domestic departures, and 1 (one) hour for cross-border departures.
3.5. Carriage of passengers arriving within 15 minutes prior to the scheduled departure time is not guaranteed, and save in the event of hospitalization or death, any such passenger may not be allowed to travel, the ticket may be subject to cancellation with a 100% cancellation fee and may be made available to standby passengers on a first come first serve basis. CAG shall not be liable and is exempted from any loss, damage, or any claim occasioned by such cancellation.

4.1 Subject to Part VA of the Road Traffic Act (13:11), all persons entering a CAG bus service and/or property owned by CAG bus services or under its control do so entirely AT THEIR OWN RISK.
4.2 CAG Bus Service does not provide general insurance for its passengers and accordingly insurance shall only be as expressly stipulated in terms of the Road Motor Transport Act (Chapter 13:10).
4.3 CAG Bus Service, its directors, officers, employees, servants or agents shall not be liable (whether in contract or delict) in any way whatsoever for loss, injury, loss of life, or damage of whatsoever nature and howsoever caused, whether or not caused by the negligence of CAG Bus Services, its directors, officers, employees, servants or agents, arising out of or connected in any way to the conveyance or non-convayance by CAG Bus Services or any passenger or any person or of the property of any person, whether such property is accompanied by a passenger or not.

5.1. Children under 12 years will not be allowed to travel alone and must be accompanied by a parent or guardian older than 18 years.
5.2. Children between 12 and 18 years will be allowed to travel alone, provided that a prescribed CAG indemnity form was completed by the legal guardian or parent in respect of each unaccompanied child. Please enquire with the consultant or agent upon purchase of the ticket.
5.3. In addition all minor children (defined in terms of the Children’s (Act No 5:06) as persons under the age of 18), whether accompanied or not, are required to fully comply with the provisions of the Republic of Zimbabwe’s Immigration Act (Act No 4:02) and the regulations promulgated thereunder. For further information contact the Zimbabwe’s Ministry of Home Affairs
5.4. Failure to sign an indemnification form for unaccompanied minor children or non-compliance with any law in respect of accompanied or unaccompanied minor children will result in the minor child/children not being transported and/or refusal by Immigration Officials for such minor child/children to cross any border into or out of the Republic of Zimbabwe .
5.5. CAG shall be entitled, but not obliged or liable in any way, to obtain the assistance of any law enforcement agency and/or any official appointed in terms of the Children’s Act 5:06 and/or any Immigration Official appointed in terms of the Immigration Act and/ or any employee or agent of the International Organisation for Migration, to come to the assistance of accompanied or unaccompanied minor children who may be in distress or who is refused transport or entry or exit into or from any border post.
5.6. CAG does not accept any liability or responsibility for any eventuality or any cause of action howsoever arising, that may arise in consequence of any minor child being refused transport or entry or exit at any border post.
5.7. Children younger than 18 months may travel free of charge on the lap of a parent or legal guardian, provided that only one child per parent or legal guardian is allowed.
5.8. Please note that CAG shall be entitled, but not obliged, to interview any minor child or any major person without the interference of any legal guardian, parent or any other person, save for law enforcement officials in the exercise of their duties, and to do all such things it may in its sole discretion deemed necessary to prevent the trafficking of minor children or any person on any of its vehicles.
5.9. CAG is fully committed to the prevention of human trafficking on any of its vehicles and will fully collaborate and co-operate with any law-enforcement agency of any country to prevent human trafficking on its vehicles.

6.1. Unless CAG and a passenger agree otherwise, and at the sole discretion of CAG, each fare-paying passenger is permitted to take, free of charge and AT OWN RISK, two pieces of luggage and goods, each of which does not exceed 80cm x 60cm x 30cm in size, and of a total mass (all luggage and goods combined) not exceeding 20kg for domestic departures, and 30kg for cross-border departures.
6.2. CAG reserves the right to charge an additional rate per kilogram for luggage exceeding the above mentioned limits. The kilograms as weighed by CAG’s scales will be the chargeable kilograms.
6.3. CAG reserves the right to refuse the carriage of luggage, goods or any person in its sole discretion.
6.4. Passengers should obtain a CAG luggage sticker when boarding. Unaccompanied luggage will not be carried.
6.5. Although CAG does everything possible to prevent any loss, injury or death to its passengers, CAG is not liable, to the fullest extent permissible at law, for any loss, damage, death or injury whatsoever and howsoever arising, including but not limited to, claims arising from the transportation or non-transportation of persons or goods or loss or damage to passengers’ luggage, goods, hand luggage,personal effects, personal safety, bodily injury, death or loss of income or profits, and the passenger in accepting the ticket indemnifies CAG to the fullest extent permissible at law against any claims whatsoever and howsoever arising whether direct, indirect or consequential damages, and whether existing, immediate or future loss, damages, death or injury, including any liability that may arise at common law, statutory law, on an equitable basis, natural law, international law, customary law, indigenous law or in terms of any other law or international instrument applicable in any country serviced by CAG.
6.6. CAG will not participate in any way whatsoever in the transport of weapons or any illicit goods, money, or persons, and will co-operate in full with the authorities in any country, to combat crime.
6.7. CAG will not transport the following: weapons, firearms and ammunition (unless arranged and agreed to in writing by CAG), or any explosives, fireworks, any illegal items including drugs, substances used to manufacture narcotics and illegal cigarettes, hazardous materials including acids, batteries containing liquid acid, gases in cylinders, flammable, corrosive or caustic materials or products, poisons and radioactive materials or products, live animals, abattoir products, corpses, assembled coffins, perishable goods including, but not limited to meat, fish, any other food or perishable food products (save for food and beverages taken on-board for consumption whilst travelling), dry ice, used fuel tanks, paint.
6.8. Subject to the provisions of clauses 6.7 and 6.8, CAG will transport the following items provided the item(s) are properly packaged and protected: fluorescent signs, sporting equipment (not constituting a weapon of any kind) including bicycles (must be boxed), fishing rods and surfboards, televisions and electronic equipment.
6.9. Large items must be carried in the luggage compartment and loaded only by CAG’s employees, agents or other persons acting for or on behalf of CAG.
6.10. Save for any prohibitions or limitations herein contained, and subject to the terms set out herein, CAG may in its sole discretion agree to transport excess and unusual luggage, provided that same will reach the CAG departure office at least two (2) working days prior to the date of departure and be transported via CAG’s parcel services, at the passenger’s own risk. Although every effort will be made to transport these goods on the same coach scheduled to convey the passenger, CAG reserves its right to transport the goods with any vehicle or by any suitable means. To this end, CAG does not guarantee, or purport to agree to any specific arrival times for the goods and CAG does not accept any liability for any loss or damage incurred, or inconvenience caused, for delayed delivery of goods.
6.11. CAG may in its sole discretion and without the giving of any reason, refuse the transport of any goods and no liability shall be attracted by such refusal.

7.1. Passports are compulsory on all cross border routes and remain the sole responsibility of the passenger. CAG accepts no responsibility for passengers who are not in possession of proper and valid travel documents, or where entry to any country or territory is refused to any person for any reason.
7.2. No passenger shall have any claim of any nature against CAG or its appointed agents, should he/she be prevented from undertaking or continuing with any journey as a result of the failure to produce any official documents, including travelling documents to any authority.
7.3. Visitors to any of the SADC countries served by CAG including, but not limited to, Botswana, Malawi, Mozambique, Namibia, South Africa, Zambia or Zimbabwe are to ensure they comply with the various health regulations of each destination country and are reminded that these countries may have malaria, or any other conditions that may entail medical risk and may by law or otherwise require certain inoculations, vaccinations, x-ray’s or any other medical precautionary measures to be taken and are advised to consult with a travelling clinic or medical practitioner prior to departing for or from the Republic of Zimbabwe.
7.4. Passengers travelling cross border must take note that certain borders require the production of monetary amounts or bank statements for three months or additional periods, money or requirements to prove their financial means before being allowed to cross the border.
7.5. Passengers are advised to contact the relevant immigration authorities and to inform themselves of all cross border requirements. CAG does not accept liability in the event any passenger is refused passage by any border control/immigration or other governmental officials.
7.6. Passengers found in breach of any of the aforementioned terms related to cross-border travel, or with incorrect or incomplete official or other travel documents, proof of monetary means, medical requirements or any other official requirements for cross border travel, may not be allowed to travel or to continue with their journey, and CAG will have no liability whatsoever to transport them to any destination and passengers shall be liable for their own transport and accommodation arrangements, and no claim shall arise against CAG.
7.7. By accepting the ticket the passenger is accepting these Terms and Conditions, and the passenger makes the following declaration: I am fully aware of the legal, monetary and medical requirements and the aforementioned terms related to local and cross-border travel, and I accept my responsibilities in terms thereof. Insofar as I intend travelling across the borders of the Republic of Zimbabwe I further declare that all travelling and official documents required for myself and any minor child travelling with me are valid and that my passport as well as the passport of any minor child travelling with me has more than 30 (thirty) days before expiry. I furthermore indemnify CAG of any liability towards me or any claim that may arise as a result of my failure in ensuring all travel and official documents are sufficient and valid, or my failure to provide money, or proof of monetary means to any value that may be required by cross border officials, or any medical precautions as may be required or any other official requirements for cross border or local travel.

8.1. CAG broadcasts family friendly video and audio material on all coaches
8.2. CAG does not guarantee the availability of on-board video and audio material on any coach.

9.1. CAG reserves the right to inspect the ticket, travel documents, luggage, goods, packages and parcels of any passenger.
9.2. CAG reserves the right to refuse to transport or continue to transport, any passenger(s) or their luggage or goods provided that such refusal shall not result in any unfair discrimination.
9.3. CAG will not refuse the transport of passengers merely based on the fact that they are physically challenged.
9.4. Smoking and the use of alcohol or drugs on any CAG vehicle are prohibited and forbidden by law and shall not be allowed on CAG’s vehicles. CAG reserves the right not to transport any passenger who enters any CAG vehicle whilst intoxicated.
9.5. CAG reserves the right to revise seat allocations without prior notice and to operate substitute vehicles of a different standard from those advertised should operational requirements or circumstances so dictate.
9.6. Fares are subject to change without prior notice from CAG. Quotes are valid only at the time the quotation is provided, unless expressly indicated otherwise.
9.7. Should you have a complaint in respect of CAG, you should inform CAG as soon as possible after the incident. CAG will not consider any complaints raised more than 7 days after the incident.
9.8. With the exception of trained guide dogs accompanying blind passengers, no pets will be allowed on CAG’s vehicles.
9.9. Expectant mothers: No passengers are allowed beyond 30 weeks of pregnancy. Passengers beyond 28 weeks of pregnancy must provide a medical certificate confirming their fitness to travel.
9.10. Passengers with special needs, including passengers with medical conditions and disabilities, are required to inform CAG before they travel with CAG.
9.11. Passengers requiring a wheelchair are advised to inform the consultant or agent upon booking of the ticket of such need.
9.12. Passengers with any medical condition, whether chronic or not, are advised to consult a medical practitioner prior to departure.
9.13. The wearing of seat belts is compulsory on all CAG vehicles.
9.14. CAG reserves the right to refuse transport of any minor child or major person in its sole discretion and shall not be liable for and is indemnified against any loss or damage occasioned by such refusal.
9.15. The terms and conditions set out herein shall be severable of each other and the invalidity of any part of these terms and conditions shall not affect the validity of any other part. Legal steps taken on the basis of any misinterpretation of this disclaimer shall in no way be deemed to constitute legal notice to CAG Bus Service or any of its agency, officers, employees, or representatives, with respect to any existing or potential claim or cause of action against the company or any of its agency, officers, employees, or representatives, where notice to the company is required by any laws, rules or regulations.

Last updated: October 2017

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