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PINS terms and conditions

These Terms and Conditions govern the manner in which a Member may collect and spend PINS on Lux Express Estonia AS (hereinafter – Lux Express) and on other partners.

PINS.CO SIA (creator and maintainer of PINS loyalty program) and Lux Express act in good faith and reserve the right to modify or supplement these Terms and Conditions whenever such changes are considered necessary. The current Terms and Conditions available on this website are the most recent and valid. These Terms and Conditions are binding on all Members.

1. Definitions
1.1. PINS.CO – PINS.CO SIA (Reg. No. 40103273540, Kaļķu street 12, Rīga, LV-1050 Latvia)
1.2. Program – PINS loyalty program, created and maintained by PINS.CO.
1.3. PINS – units which can be collected for purchasing goods/services from the Partners as well as exchanged for goods/services which are offered as part of the Program.
1.4. Terms – the terms governing the Program rules and procedures that are binding on the program Members and Partners. The definitions that are not included in the Terms shall be interpreted in accordance with the applicable laws and regulations.
1.5. Program Application – an application created by PINS.CO, located at the website, designed for the Program members to create their online profiles and to use their account information.
1.6. PINS Mobile App (PINS App) – Program Mobile Application created by PINS.CO, designed to run on mobile devices for the Program members to create their online profiles and to use their account information.
1.7. PINS Member or Member means a person who is enrolled in the Program or who is enrolled in the Program by its legal representative and who has agreed to these Terms and who has been approved for participation in the Program by PINS.CO.
1.8. PINS Account or Account means an account opened for a PINS member, based on the member’s personal data submitted voluntarily, for the registration of PINS collected and / or spent by the Member. The PINS account is available on the Member’s online profile at or via PINS Mobile App.
1.9. PINS Members Collective Account or Collective Account (hereinafter - PINS Friends & Family Account) means a group of accounts created in the Program Application, which allows to join PINS from several Accounts, thus providing new opportunities for using PINS.
1.10. PINS Membership Number – the number indicated on the Card is a unique Member identification number which is linked to the Account.
1.11. Partner means a PINS.CO partner who has entered into a contract for collecting and/or spending PINS with PINS.CO or another enterprise which is authorized to enter into such agreements on behalf of PINS.CO.
1.12. Card means a Program membership card with a Membership number. There are four types of cards:
1.12.1. Personalized Card – PINS card with the Program membership number, cardholder’s name and the Program membership level (optional);
1.12.2. Non-personalized Card – PINS card with the Program membership number;
1.12.3. Temporary Card – paper card printed from the PINS member’s online profile, accessible via PINS Mobile App or attached to the application form. Temporary card must contain a clearly legible PINS membership number.
1.12.4. Digital Card – PINS card with the Program membership number and cardholder’s name  in PINS Mobile app.
1.13. Application Form – an online application form filled out at, PINS Mobile App or at, an application in paper form or the willingness to participate in the Program expressed in any other form and registered in the Program Application.

Lux Express
1.14. Lux Express Estonia AS - (Reg. No. 10092807, Lastekodu 46, Tallinn, 10144 Estonia).
1.15. Membership Level – Member’s status level in the Program (i.e. Base level, Level 1, Level 2 or VIP Level), which is determined by the number of trips taken (except from Lux Express E-vouchers or from 0 EUR tickets) within one year or from entering the level and which grants additional benefits.
1.16. Lux Express E-voucher – a voucher valid for a free bus ticket, the voucher is acquired in PINS.
1.17. Travel ticket – official contract concluded between Passenger and Carrier.
1.18. Campaign Travel ticket – official contract concluded between Passenger and Carrier, which is purchased with special price (no PINS and certain group discounts, e.g. young people etc. apply).
1.19. Trips – Virtual trips which are counted by the actual trips made with Lux Express.

2. Membership eligibility criteria
2.1. Name, surname – the name and surname indicated in the application must match the data of identity documents (passport, driving license, ID card).
2.2. Age – any natural person who has reached the age of 2 may become a PINS member. Persons who are not legally accountable according to their country of citizenship are represented in the Program by their parents, legal guardians, trustees or any other person which is legally entitled to represent the Person.
2.3. Address – the address indicated by the Member on the Application Form for sending the Personalized Card or other Program related correspondence.

3. Commencement of membership
3.1. Only individuals who have filled out the Application Form may become Members.
3.2. By applying and using the Program benefits, the Member agrees to these Terms and any future amendments thereof. The current version of General Terms is available at the PINS website
3.3. Program Application can be submitted and membership approval can be received just once.
3.4. PINS.CO is entitled to reject any Program application without specifying the reason.
3.5. The Card issued may be used by the Member or the Member’s lawful representative only and the membership is non-transferable.
3.6. PINS.CO reserves the right to refuse a status to a Member, such as Executive or VIP status, and to unilaterally terminate the existing status without providing a prior warning to the Member.

Lux Express
3.7. There are three possibilities to join the Lux Express PINS loyalty program: Lux Express webpage, Lux Express Group customer service offices or via PINS Mobile App.
3.8. By applying and using the Program benefits, the Member agrees to these Terms and any future amendments thereof. The current version of the Lux Express PINS Terms is available at the PINS website under Lux Express section and at the Lux Express website
3.9. Both joining the program and participating in it is completely free of charge.

4. PINS account
4.1. As proof that the Member has been assigned a PINS account and that he is entitled to collect PINS, the Member shall be granted a membership Account. The Member is limited to a single PINS Account and one Card except if specifically stated otherwise in these Terms.
4.2. If participation is sought by initial registration form in PINS Mobile App, account is created only after full registration performed via Mobile App.
4.3. If participation is sought by completing a paper form, the Account shall be created within 3 weeks.
4.4. If a Member holds more than one PINS Account, PINS.CO reserves the right to close all Accounts that have no PINS without notice.
4.5. If a Member has several Accounts which have been awarded PINS, the PINS shall be transferred to the Account specified by the Member which will become the Member’s permanent Account.
4.6. The Account is attached to a unique e-mail address specified by the Member, which may be registered in the Program Application with a single Account only.
4.7. The PINS collected may be checked in the Program Application or Mobile App by using the Member’s internet profile information (by entering the e-mail address and the password used in the PINS registration). If the Member detects any errors in the account statement, he shall inform the PINS Member service (phone numbers: +371 67 280 280 in Latvia, +372 630 6660 in Estonia, +370 700 55 665 in Lithuania, +358 (0)207 64 94 24 in Finland, +7 495 2585405 in Russia; within one month from the date of purchase, unless agreed upon otherwise. After this period it will be deemed that the Member has approved the existing Account balance and the data shall not be corrected.

5. PINS Friends & Family account
5.1. PINS Program Application allows joining several Accounts into a group. Creating the Friends & Family account and adding new Members is done in the PINS home page under My Account section.
5.2. A maximum of 8 (eight) accounts can be joined in a single Friends & Family account. Each Account holder can be part of just one Friends & Family account.
5.3. The Member who creates the Friends & Family also becomes its administrator and is entitled to add other Account holders to the Friends & Family account him or she has created.
5.4. By creating a Friends & Family account, its administrator undertakes responsibility for any actions taking place within the account, including actions done by other members of the group.
5.5. The administrator of the Friends & Family account is entitled to spend PINS from any account within the group. The other Members of the Friends & Family account can only spend PINS located in their respective accounts. The administrator of the Friends & Family account has the right to allow any member of the group to spend PINS from the Friends & Family account.
5.6. To exclude an account from the Friends & Family account, the administrator of the group must contact PINS Member service.
5.7. When leaving a Collective Account, Member Account retains all the PINS collected and not yet spent on his or her respective Account at the time of leaving.
5.8. By agreeing to join a group, the Account Holder confirms that he or she agrees to be bound by administration rules outlined in Point 4.7. Of these Rules.
5.9. It is not possible to combine Trips and Membership Levels.

6. PINS cards
6.1. When applying for the Program with one of the Partners, the Member may receive a Non-personalized card. For the Member to be registered with the Program, the Member must create an online profile at shortly after receiving the card or fill out the Application Form enclosed with the Card.
6.2. When applying for the Program via Mobile App, the Member will be authenticated via sms and will receive a Digital card in Mobile App. Personalized card will be sent after completed registration in PINS program.
6.3. After completing the paper Application Form with Temporary card and receiving and confirming the activation e-mail (the Member approves his profile information), or applying for the Program online a Personalized PINS card will be sent to the Member’s address.
6.4. The Card is the property of PINS.CO and must be returned to PINS.CO upon request.

Lux Express
6.5. Joining via Lux Express webpage the Member will receive a Personalized Card within 3 weeks. Until the card arrives, it is possible to print out a temporary PINS card.
6.6. After registering it online, the account will be activated and the card will be valid. An e-mail with confirmation link will be sent, which will activate the card to recieve the discount and PINS.
6.7. Joining via Lux Express Group customer service offices Member will receive a Non-personalized Card at once, which can be used right away to buy tickets and earn PINS.
6.8. All new Members of Lux Express PINS loyalty program who sign up in Lux Express Group customer service offices or at Lux Express website, will receive 10 virtual trips as a present, with a validity period of 12 months. The gift of 10 virtual trips guarantees the Member the first Membership Level with the discount of 15%.
6.9. It is possible to join PINS loyalty program via other PINS partners, in order to join Lux Express PINS loyalty program one trip is needed to make. After the first trip with Lux Express, the Member will recieve 10 virtual trips, Level 1 and -15% discount. Same applies when registering via PINS Mobile app or at the PINS webpage.

7. Lux Express PINS loyalty program discounts by levels
7.1. Base level (0-10 trips) offers no discount on all Lux Express routes.
7.2. Level 1 (11-25 trips) offers -10% discount on all Lux Express routes.
7.3. Level 2 (26-40 trips) offers -15% discount on all Lux Express routes.
7.4. VIP level (40+ trips) offers -25% discount on all Lux Express routes.
7.5. Discounts are valid only for full price tickets.
7.6. PINS discount applies only when buying tickets from pre-sale, the discount does not apply when buying the Travel ticket on the bus.
7.7. The PINS discount does not apply for Campaign Travel tickets. However, they still count towards Member’s next Membership Level by collecting trips and PINS are still accrued for the trip according to Campaign Travel ticket price.

8. Validity of discount in Lux Express PINS loyalty program
8.1. The 10 virtual Trips have a validity period of 12 months.
8.2. The Membership Level is valid for 12 months from entering the level. If not enough trips have been made, then the Mebership Level will be demoted to the lower level. History of the Member’s Trips and the expiry date can be seen from

9. PINS Card usage under Lux Express services
9.1. The Member is limited to a single PINS Account and one PINS Card. For example, if the Membership Level and discount has expired, it is not allowed to make a new PINS Card and a new account to get the discount or for any other reason.
9.2. PINS Card is individual. The card can be used only by the Member to whom the card has been issued to. The Member can buy the Travel ticket only for himself/herself. PINS Card and account can’t be given to or used by another person.
9.3. PINS member has the right to buy maximum two Travel tickets to book two seats for himself/herself.
9.4. Lux Express drivers and customer service specialists have the right to ask the Member for his or her PINS card when boarding the bus and see if the name corresponds to the one on the ticket.
9.5. If the misuse of the PINS Card is discovered, then the Member has to pay the difference between the full price and the discounted price and no PINS and Trips will be credited for the trip.
9.6. PINS accounts cannot be combined, nor can the Member transfer Trips to another account. Using Friends and Family account, it is possible to collect PINS by each Member, which can be combined and later used by all Members. In this case, it is not possible to combine Trips and Membership Levels.
9.7. When buying more than one Travel ticket, for example reserving two seats for yourself, double Trips will not be added to the Member’s account, but double PINS will be given.
9.8. If the Member buys the Travel ticket on the bus, then both the trips and PINS will be earned. The PINS discount does not apply.
9.9. When purchasing the Travel ticket from the Lux Express Customer service offices, the Member needs to present the PINS card, PINS Mobile app or tell the card number.
9.10. If the Member has bought a ticket on the Estonian domestic routes with his or her PINS card, it is possible to board the bus using only PINS card.

10. Accrual of PINS
10.1. In order to collect PINS when using or purchasing eligible services or goods, the Member must present his PINS membership number and/or PINS card, or any other card that entitles him to collect PINS. If PINS are not automatically credited to the Member’s account, the Member may claim the missing PINS by using his online profile or by contacting the PINS Member service. If the Card or the Membership number is not presented, no privileges will be applied.
10.2. By making a purchase at Partners stores with any of the PINS payment cards, PINS can be collected for both transactions.
10.3. The Partner shall be responsible for the offers and privileges of Partners in which case the offers and benefits may be subject to the terms and conditions of the specific Partner.
10.4. No PINS will be awarded for such goods / services for which the supporting documents (tickets, flight coupons) indicate:
10.4.1. That the product or service is not used;
10.4.2. That their value has been reimbursed or compensated with cash;
10.4.3. That their validity term has expired;
10.4.4. That they have been obtained illegally;
10.4.5. That the misuse of PINS card has discovered (e.g. tickets are bought to the person to whom the card does not belong to – only in Lux Express).
10.5. Some partners may not allow collecting PINS when a Temporary or Digital card is presented. The number of PINS in the Account depends on the conditions in force at the time of using a Partner service or making a purchase. For all Partner services eligible for collecting PINS, which are received starting at the Program application and until the PINS Account is registered; the Member’s PINS will be recorded in accordance with these Terms.
10.6. When using the services or privileges of another loyalty program, the Member will not be awarded PINS, unless agreed upon otherwise.
10.7. The Partner shall calculate, and PINS.CO shall credit, the collected PINS to the Member’s account. These PINS can be spent in the ways intended, as specified in the Terms or other informative materials of PINS. Points received through other programs may not be used to receive the privileges or services of PINS program, unless agreed upon otherwise.
10.8. All announcements on other ways to collect PINS that are not mentioned in these Terms shall be published separately in the PINS info materials.
10.9. Accrual of PINS in Lux Express PINS loyalty program:
10.9.1. It is possible to collect PINS on all Lux Express routes, the calculations are based on the prices of the tickets. Every 1 euro spent = 2 PINS, 4,5 złoty = 2 PINS, 2,2 BYN = 2 PINS, 65 RUB = 2 PINS.
10.9.2. After the trip the PINS will be credited to the Member’s account within 7 days.
10.9.3. PINS can be collected on all Lux Express departures in two different ways: When buying a ticket with campaign discount, accrual of PINS will be calculated from the campaign price. PINS discount does not apply additionally for campaign tickets. When buying a full price ticket, accrual of PINS is calculated from the full price, not from the price with Membership discount.
10.9.4. If the PINS card number has not been inserted when buying a Travel ticket, it is possible to do a retro claim for the missing PINS and trip. During bonusPINS campaigns (2x, 3x PINS offers etc.) retro claims are done as normal claims 1 EUR = 2 PINS.

11. Redemption of PINS
11.1. The PINS collected may be spent as soon as the required amount of PINS has been reached in the Member’s account for purchasing specific products / services.
11.2. Program offers spending the collected PINS at the online shop: By making a purchase, the Member confirms that he or she has read and has no objections against the terms of the online shop beforehand.
11.3. The availability of the products / services may depend on their availability at the Partner’s warehouse or other conditions of the Partner. Products / services may not be combined with any other offers or specials, unless otherwise indicated. Additional information about the availability of products / services and special conditions is available on PINS Rewards Shop website at or with the respective Partner.
11.4. After purchasing the product / services, supporting documents (award tickets and / or other purchase confirmations) will be sent to the address specified by the Member. The documents will be prepared electronically. Information about the return policy and the price for services is available in various informative materials of PINS and/or the Partner. Any questions regarding this topic may also be asked to the PINS Member service.
11.5. If the Member wishes to return the product obtained in return for the collected PINS and is able to present supporting documents, he shall only be paid the value of the product stated in the supporting documents. The collected PINS are not deleted but are credited back to the Member’s Account. If a purchase is paid from a Collective Account, PINS are returned to the Account from which the purchase has been made.

12. Lux Express E-vouchers
12.1. Lux Express E-vouchers can be used for redeeming a Travel ticket on the Lux Express webpage. The voucher number should be inserted to the campaign code section.
12.2. Redeeming E-vouchers is not considered as a regular ticket buying process. When the Member exchanges a E-voucher to a Lux Express Travel ticket, then the Member will not collect PINS or trips to his or her PINS account.
12.3. Lux Express E-voucher’s rules:
12.3.1. After ordering, your E-voucher(s) can be downloaded from the PINS Rewards Shop from "My Account" section from "My Transactions" (login required).
12.3.2. E-voucher is valid for 6 months from the date of purchase, voucher validity date is shown on the voucher.
12.3.3. The travel period is 6 months, starting from the date the E-voucher is redeemed.
12.3.4. The E-voucher will not include visa or travel insurance if they are needed for the trip.
12.3.5. The E-voucher will not be re-issued if expired.
12.3.6. The E-vouchers and the redeemed tickets can be used only once and cannot be changed.
12.3.7. The E-voucher cannot be used for Lounge part.

13. Lux Express PINS loyalty program VIP level benefits:
13.1. 25% discount on all Lux Express routes, both international and Estonian domestic routes;
13.2. Free personalized luggage tag. Luggage tag will be sent by post within one month from entering the level;
13.3. Free water and headphones on all Lux Express trips;
13.4. Free pillow and a blanket on Lux Express trips longer than 5 hours;
13.5. PINS VIP level clients can buy the Travel ticket from Lux Express Group customer service offices without any service fee;
13.6. For PINS VIP level clients, the Carrier refunds 100% of the ticket fare till departure. The service fee to be paid 1 EUR / 70 RUB / 5 PLN / 315 HUF / 27 CZK;
13.7. For PINS VIP level clients, on international routes Travel ticket amendments are possible until the departure without any services fee. Price difference still has to be paid.
13.8. Travel tickets purchased with campaign price are not refundable. Campaign rules are same as for other Lux Express clients.

14. PINS validity period
14.1. PINS are valid for 3 years, starting with the first day of accrual (the day when the product / service is purchased), unless agreed upon otherwise.

15. Taxes, surcharges and service charges
15.1. The Member is responsible for covering all additional costs such as taxes (e.g. airport taxes and fees, security fees, delivery fees), additional charges (e.g. insurance) and service charges (e.g. booking change fee) applied to purchases of the Partner’s products / services using PINS.

16. Violation of the terms and conditions, membership termination, program updates
16.1. The Member is entitled to terminate the Program membership at any time by informing PINS.CO thereof in writing. In this case, the PINS collected are not reimbursed or otherwise compensated and are not transferable.
16.2. PINS.CO may terminate the Member’s participation in the Program, if the following is not corrected after receiving a prior warning:
16.2.1.  Inaccurate personal data or;
16.2.2.  Damage to PINS.CO and / or PINS.CO Partners and / or their employees or other Members of the Program caused due to the Member’s acts or omissions.
16.3. In the aforementioned cases, PINS.CO reserves the right to freeze the Member’s account.
16.4. As soon as PINS.CO has terminated the Member’s participation in the Program, it can no longer be resumed.
16.5. Until the termination of the Program membership, these Terms remain valid as the Member’s membership terms.
16.6. If a Partner terminates its cooperation with PINS.CO, the PINS accrued with this Partner shall remain in the Member’s account until their expiration.
16.7. PINS.CO reserves the right to cancel the Program at any time or replace it with another program.

17. Data protection
17.1. PINS.CO (Data manager) performs personal data processing in accordance with the Personal Data Protection Law and other applicable laws of the Republic of Latvia.
17.2. PINS.CO reserves the right and the Member agrees that the personal data provided by the Member and the information on purchases registered in the system shall be used for the following purposes:
17.2.1.  To identify the Member;
17.2.2.  To create Program statistics;
17.2.3.  To inform the Member of the Program activities, offers and news to the extent allowed by the Member;
17.2.4.  To inform the member about their PINS account balance.
17.2.5.  To inform the Member of third party offers insofar authorized by the Member by registering in the Program or as otherwise agreed with the Member.
17.3.  The Member who attracts new members to the Program shall ensure personal data processing in accordance with the Personal Data Protection Law and other laws valid in the Republic of Latvia. The Member receives no remuneration or compensation for such attracting of new members, unless specifically agreed upon.
17.4. Data submitted by members will be processed and stored within the European Union and the United States of America or other countries, for which the Member may receive a separate notice.

18. Miscellaneous
18.1. The Member is obliged to use and store the Card with care. The Member should endeavor to protect the Card from high temperatures, electromagnetic effects and mechanical damage.
18.2. If the Card is lost, stolen, damaged or used by another person without the Member’s consent (or if the Member’s Account is being used by another person), the Member shall immediately inform the PINS client service. Until PINS Member service has been informed, the Member shall be liable for any attempts to use the Card or account information. The new Card will be issued free of charge.
18.3. PINS.CO is acting in good faith and reserves the right to modify or supplement these Terms, the products / services, the volume of the products / services or the PINS procedures set out in any other program documents, whenever such changes are considered necessary. Such changes and additions will be deemed as approved, if the Member continues to participate in the Program or if no written objections have been submitted within one month from publishing the Terms. If the Member does not agree to the changes in the Program, he may cancel his membership in accordance with Article 16.1 of these Terms.

19. Applicable law and jurisdiction
19.1. The validity, structure and performance of these terms are governed by the laws of the Republic of Latvia and are under the jurisdiction of the Latvian courts.
19.2. If any of the foregoing conditions in whole or in part are not legally valid, it does not affect the validity of the other conditions.
19.3. In case these Terms and Conditions can have different interpretations in different languages, the English version shall prevail.