Terms of use for passenger services
Ticket Terms and Conditions
Ticket Terms and Conditions of Matkahuolto apply to travel tickets purchased from Matkahuolto, nationwide multi-ride tickets, and bus tickets purchased through third-party sales channels.
Matkahuolto – General Ticket Sales Terms and Conditions
General
Oy Matkahuolto Ab (hereinafter “Matkahuolto”) operates a comparison and sales platform for public transport tickets, offering passengers ticket products of bus companies and other providers of public transport services (“Transport Operators”). In addition, Matkahuolto offers its own Serial Tickets and Season Tickets on its platform (“Matkahuolto Ticket Products”), which entitle passengers to travel on scheduled services operated by bus companies that have entered into an agreement with Matkahuolto. Matkahuolto also provides route, timetable and other information related to public transport options on its platform.
These terms apply to the purchase of Transport Operator tickets via the Matkahuolto Service, in which case the contract is formed between the passenger purchasing the ticket and the relevant Transport Operator. These terms also apply to the purchase of Matkahuolto Ticket Products, in which case the contract is formed between the passenger and Matkahuolto. These terms do not exclude or limit in any way the passenger’s statutory rights arising from mandatory legislation.
Matkahuolto User Account
A customer may create a user account on the Matkahuolto.fi website, Matkahuolto mobile applications or at liput.matkahuolto.fi (the “Matkahuolto Service”) by registering as a Matkahuolto customer. The same email address may be used across all Matkahuolto services. The mobile application is subject to separate terms of use, which are available within the application.
If the customer deletes their Matkahuolto user account, all tickets already purchased will also be deleted and cannot thereafter be refunded or credited.
Information on the storage and management of personal data is available in Matkahuolto’s Privacy statements.
Matkahuolto Ticket Products
Matkahuolto’s own ticket products include nationwide and regional Season Tickets and Serial Tickets (including Bus Passes and Travel Cards). A Matkahuolto Ticket Product may be used on scheduled services operated by Transport Operators that have a valid agreement with Matkahuolto, unless explicitly excluded. Such excluded services are marked in the Matkahuolto Service with a notice such as “Matkahuolto Serial and Season Tickets not accepted” or similar.
Matkahuolto is responsible to the passenger for ensuring that a properly purchased ticket is accepted, in accordance with these terms, on scheduled services operated by Transport Operators. Transport Operators are responsible for the operation of services, including routes, timetables, vehicles used and service capacity. Transport Operators have the right to make changes to these by notifying Matkahuolto in advance, after which Matkahuolto will inform passengers of the changes via the Matkahuolto Service.
Before purchasing a ticket, the passenger must determine which Serial Ticket or Season Ticket is suitable for their use and check the validity period of the ticket. If the validity of a Serial Ticket or Season Ticket begins immediately upon purchase, the validity period is calculated as the purchase date plus the length of the validity period. If the validity period begins at a later date selected by the user, the validity period starts on the selected start date. Regional Season Tickets and Serial Tickets may include variations, which are listed in the Matkahuolto Service in connection with the ticket product.
Demand-Responsive Transport
Matkahuolto also offers passengers a Demand-Responsive Transport service via the Matkahuolto Service in areas where the service is available. The service is organised by a Transport Authority or another third party, which is responsible to the passenger for the content and operation of the service. Matkahuolto is responsible for the technical provision of the service but does not guarantee uninterrupted or error-free operation.
The contract for the use of the Demand-Responsive Transport service is formed between the passenger and the entity organising the service, and the service is provided by Transport Operators acting as partners of the organiser.
For Demand-Responsive Transport bookings, passenger name details serve as proof of the right to travel. If the passenger has not paid for the journey via the application at the time of booking, the passenger must present a valid ticket for the service or pay the fare directly to the driver.
Transport Operator Ticket Products
Matkahuolto offers Single Tickets of Transport Operators as well as Local Transport Single Tickets, which entitle the passenger to travel on local or regional public transport services in the relevant area.
The Transport Operator is responsible for the operation of the journey and the service provided during the journey. This includes responsibility for routes, timetables, pricing, vehicles used and service capacity.
Transport Operators may impose restrictions, for example, regarding the minimum age for children travelling alone, the transport of bicycles or travelling with pets. Transport Operator-specific terms may apply to ticket products sold by Matkahuolto. These terms are available via the links listed below.
Passenger Obligations
The passenger is responsible for ensuring that the ticket entitles them to travel on the intended service, between specific stops or within the validity area and travel time. Matkahuolto is not responsible for changes made by a Transport Operator, including timetable changes, reductions in services or cancellations.
In Multi Modal Journeys, scheduled transfer times are indicative only. Passengers must reasonably allow for delays when planning journeys. Matkahuolto does not guarantee that a Multi Modal Journey will be completed as planned and may not have the ability to relay information about transferring passengers between different services or modes of transport. Passengers must also familiarise themselves with additional ticket information available in the Matkahuolto Service. Icons related to services provide additional travel-related information.
Passengers are responsible for reviewing the travel and ticket terms of Transport Operators and third parties (see links above).
Ticket Purchase and Validity
The exact time when tickets become available for sale in the Matkahuolto application and online store is determined by the Transport Operator, which also sets the prices, quantities, services, routes and timetables of tickets sold via the service.
A ticket or booking is valid only on the date and time indicated on the ticket or booking, or on the specific service for which the ticket was purchased. The ticket must be active and valid when boarding the vehicle or entering the area designated by the Transport Operator. If a ticket cannot be purchased via the Matkahuolto Service, the ticket must be purchased by other means before the journey begins.
If the passenger does not have a valid ticket or a ticket suitable for the length of the journey, the Transport Operator is entitled to charge the Single Ticket fare, refuse boarding, remove the passenger from the vehicle or impose an Inspection Fee in accordance with its own terms.
Local Transport Single Tickets may be purchased in advance. Their validity begins at the time selected by the user or as soon as a valid ticket is available on the Matkahuolto Matkat (formerly Trips and Tickets) application. A Local Transport Single Ticket purchased as part of a Multi Modal Journey is activated automatically according to the planned timetable of the journey. The ticket may also be activated manually.
The passenger is responsible for the timely activation of the ticket. The validity period does not automatically change if, for example, the timetable of a Multi Modal Journey changes. During the validity period shown on the ticket, unlimited travel is permitted within the Validity Area specified on the ticket.
The validity period of tickets is determined either immediately upon purchase or at a time specified by the passenger. For tickets purchased on the Matkahuolto Matkat application, validity begins at the earliest when the ticket appears on the home screen. A Long-distance Single Ticket is valid only on the service for which it was purchased.
When purchasing tickets from the online store, passengers may have to wait up to 15 minutes after purchase for the receipt to be delivered by email.
Passenger Information and Proof of Ticket Validity
Some tickets are personal, while others allow travel by more than one passenger. It is the passenger’s responsibility to check from the additional information of the ticket whether the ticket is personal before travelling.
At the time of purchase, all information necessary for the successful delivery or use of the ticket, receipt or Travel Card is collected. This may include name, email address, postal address, phone number or other information required to ensure successful purchase, delivery and use, including travel outside Finland. The accuracy of contact details provided for purchases is the responsibility of the ticket purchaser.
If the ticket includes a QR code, the ticket must be presented to a QR code reader when boarding the vehicle, entering a platform area and/or during inspection. For ferry tickets, the QR code must be presented at a check-in kiosk or to customer service during check-in. If the ticket does not include a QR code, the right to travel is verified based on Passenger name details, an Identifier provided by the customer or an Identifier generated automatically by the system.
The ticket must be valid before boarding. Screenshots, photographs or other copies may not be used as tickets.
Matkahuolto is not responsible for disruptions caused by incorrect customer information, including failed delivery of receipts or tickets.
Passenger data is collected and used for the development of services in accordance with Matkahuolto’s Privacy statements.
Prices and Discounts
Prices and discount conditions applied in the Matkahuolto Service are those provided by Transport Operators, excluding Matkahuolto Ticket Products, for which pricing and discounts are determined by Matkahuolto.
Prices apply only to tickets purchased via the Matkahuolto Service. Prices for tickets purchased from drivers, conductors or other third-party sellers may differ from prices displayed online or in the application.
The price of a physical travel card is determined according to the price list valid at the time of purchase.
Only one discount may be applied per passenger at a time, excluding campaigns or other separately announced discounts (for example, a student is not granted a return-trip discount in addition to a student discount).
Passengers travelling with a discounted ticket are responsible for meeting the eligibility criteria for the discount and must be prepared to present valid proof upon boarding. If valid proof cannot be presented, the Transport Operator is entitled to charge the full fare.
Cancellations, Changes and Refunds
Matkahuolto does not exchange or modify purchased tickets. Cancellation and refund policies vary depending on the sales channel and ticket product.
Cancellation of Long-distance Single Tickets
purchased from the online store is possible up to 24 hours before the scheduled departure time. Cancellation requests submitted after this time will not be processed.
Cancellation rights for Return Tickets purchased from the online store are determined based on the travel date of the outbound journey. Individual Legs may be cancelled from the same booking, provided the cancellation is made no later than 24 hours before the first Leg begins. If one Leg of a Return Ticket is cancelled, the return discount will be deducted from the refund amount.
Cancellation requests must always be submitted via the online ticket cancellation form. If the travel date falls on a weekend, public holiday or the following business day, the cancellation request must be submitted no later than the preceding business day. Christmas Eve and Midsummer’s Eve are also considered public holidays. A service fee applies in accordance with the applicable price list.
Long-distance Single Tickets
purchased via the application cannot be changed, exchanged or cancelled. There is no right of cancellation if any part of a Multi Modal Journey is cancelled or delayed.
Local Transport Single Tickets
cannot be changed, exchanged or cancelled. There is no right of cancellation if any part of a Multi Modal Journey is cancelled or delayed.
Unused Serial Tickets or Season Tickets
purchased via the application may be cancelled free of charge within 24 hours of purchase via the Matkahuolto Matkat application. Refunds are made to the original payment method. If more than 24 hours have passed since purchase or the ticket has been used, the purchase can no longer be cancelled.
Ferry tickets
purchased via the application may be cancelled in accordance with the cancellation terms set by the Transport Operator. A service fee applies.
Demand-responsive transport bookings
may be cancelled free of charge via the Matkahuolto Matkat application no later than one hour before the earliest departure time.
Season Tickets and Serial Tickets stored on a Travel Card cannot be cancelled.
If the customer is unable to travel due to a malfunctioning travel card, the customer must contact Matkahuolto Customer Service without delay, and within a maximum of fourteen (14) business days. Any refund request concerning the travel card must be submitted before the validity period of the ticket product expires.
Subsidised School Trip Tickets cannot be cancelled and are non-refundable
Lost Tickets and Travel Cards
Serial Tickets on a Travel Card
If a Travel Card is lost, an unused Serial Ticket stored on the card may be transferred to a new Travel Card for a fee. A card fee and a service fee in accordance with the applicable price list will be charged for the new card and the transfer. If a partially used Travel Card is lost, the remaining journeys may be credited in connection with the purchase of a new Serial Ticket.
Tickets Purchased via the Application
A ticket purchased via the application is not device-specific but it is linked to the customer account, unless the ticket has been transferred to another person (possible only for certain ticket products). For security reasons, the same ticket cannot be used on a new device within 24 hours of the previous journey.
If the customer permanently deletes the application or deletes their Matkahuolto user account, all tickets already purchased will also be deleted and cannot thereafter be refunded or credited. For clarity, Matkahuolto does not compensate for costs arising from changing a mobile device.
Other Tickets
Matkahuolto is not responsible for lost tickets or for situations where a receipt has been sent to an incorrect email address provided by the customer or has been filtered into a spam or similar folder.
Exceptional Circumstances and Refunds
If a journey purchased via Matkahuolto is significantly delayed, or if a journey or part thereof is cancelled due to reasons attributable to the Transport Operator and this prevents the passenger from travelling entirely or within a reasonable time, the passenger has the right to request a refund of the ticket price from Matkahuolto. Refund requests are assessed on a case-by-case basis.
Matkahuolto’s liability is in all cases limited to refunding the ticket price, unless otherwise required by mandatory legislation. Any other compensation claims must be directed to the Transport Operator. Matkahuolto does not forward or process compensation claims addressed to Transport Operators.
Matkahuolto is not responsible for changes caused by exceptional circumstances involving third parties, such as disruptions in air or ferry traffic or changes to hotel reservations, which result in the cancellation of a journey booked via Matkahuolto.
For Serial Tickets and Season Tickets, traffic disruptions, such as the cancellation of an individual service or deviations from the planned timetable, do not automatically entitle the passenger to a refund. If travel is prevented due to a malfunctioning Serial Ticket or Season Ticket, the customer must contact Matkahuolto customer service without delay. A refund request must be submitted without delay and no later than before the end of the validity period of the Serial Ticket or Season Ticket.
For tickets purchased for a specific service, refund requests must be submitted within 14 days of the departure date.
Passengers also have the right to submit disputes concerning travel to the Consumer Disputes Board. Further information on the procedure is available at: https://www.kuluttajariita.fi
Third-party Sales Channels
Tickets purchased from third-party sales channels cannot be changed, exchanged or cancelled. Passengers must check cancellation terms in the ticket terms of the relevant third party.
Seat Reservations and Additional Services
Matkahuolto only offers Additional Services, cabins or seats that Transport Operators provide to Matkahuolto, unless otherwise stated by Matkahuolto. Additional Services are always purchased separately for each Leg of a journey.
The Transport Operator is responsible for the provision of Seat Reservations, Cabin Reservations and Additional Services on board the vehicle. Matkahuolto is not responsible for the pricing of Additional Services, their availability on services or any damages caused. Matkahuolto is also not responsible for the availability, condition or location of Additional Services or any other travel-related factors.
Purchased Additional Services cannot be changed, exchanged or cancelled. Instructions related to Additional Services must always be checked in the Transport Operator’s own terms or instructions.
Seats
Transport Operators determine which seats can be reserved in advance via the Matkahuolto ticket shop. Seat Reservations may also be assigned automatically by the system. Seat details are indicated on the receipt and/or the purchased ticket.
Transport Operators are responsible for seat allocation on their vehicles. Matkahuolto is not responsible for the location, availability, condition or any other travel-related factor relating to seating.
If no seat number is indicated on the ticket, Transport Operators do not reserve specific seats, and seating is allocated on a first-come, first-served basis. Transport Operators are responsible for accommodating passengers in accordance with their own terms.
Bicycle Ticket
Passengers may purchase a Bicycle Ticket via the online store if the Transport Operator offers Bicycle Tickets for the selected service. Use of a Bicycle Ticket requires that the passenger travels on the same service with the bicycle.
A Bicycle Ticket allows the transport of one bicycle as luggage. The bicycle must be a standard, single-rider, two-wheeled adult or child bicycle with a maximum length of 230 cm. Transport Operators may apply different conditions. It is the passenger’s responsibility to check the Transport Operator’s terms and instructions regarding bicycle transport.
Transport of Pets and Pet Ticket
Practices and instructions for transporting pets vary depending on the Transport Operator. Conditions for transporting pets do not apply to guide dogs or assistance dogs, with the exception of the owner’s liability for damages. Further information on travelling with an assistance dog is available via Traficom.
Services on which pet transport is not permitted are marked in the timetable search. Pets may be transported if there is available space in the vehicle. The owner is responsible for any inconvenience or damage caused by the pet. Passengers should check service-specific notes via the information link in the timetable search.
A fee may be charged for transporting a pet, depending on the Transport Operator. Passengers may purchase a Pet Ticket if pets are allowed on the service and a Pet Ticket is available for purchase in the online store. If a Pet Ticket is not available online, any applicable fee must be paid directly to the driver. Transport Operators may apply different conditions, and it is the passenger’s responsibility to check the applicable terms.
Large sized Luggage
Practices regarding the quantity and size of luggage vary depending on the Transport Operator and service. Transport Operators may charge a fee for transporting items that require additional space, such as sleds, skis, snowboards, electric scooters or bicycle trailers. Service-specific information is available via the service information button.
Passengers may purchase the transport of Large sized Luggage as an Additional Service if available in the online store. Matkahuolto is not responsible for additional fees or for situations where Large sized Luggage cannot be accommodated on the service.
If an Additional Service for Large sized Luggage is not available for purchase in the online store, passengers must notify the Transport Operator no later than the business day preceding the departure date.
Transport Operators may apply different conditions, and it is the passenger’s responsibility to check the applicable terms and instructions.
Cabin Reservations and Additional Services on Ferries
Transport Operators determine which Cabin Reservations and Additional Services can be reserved in advance via the Matkahuolto ticket shop. Matkahuolto is not responsible for the location, availability, condition or any other travel-related factor relating to cabins or Additional Services on board.
Damage During Travel
Matkahuolto is not responsible for any damage to property or personal injury occurring during travel, in vehicles, at stops or during transfers related to travel, regardless of whether the journey or Additional Service was purchased via the Matkahuolto Service or third-party channels, unless otherwise required by mandatory legislation.
Amendments to the Terms
Matkahuolto updates these General Ticket Sales Terms and Conditions from time to time. New terms will be published in the Matkahuolto Service at least 30 days before entering into force and will apply from the date announced by Matkahuolto.
Travel Card Delivery Terms
After ordering a new Travel Card, a payment link will be sent by email within two business days. After payment, the Travel Card will be delivered to the nearest Matkahuolto parcel point or parcel locker. Delivery will arrive no later than three (3) business days from dispatch.
Commuter Benefit
The commuter benefit may be used only to pay for personal travel tickets approved by the tax authorities. A ticket paid with a commuter benefit cannot be exchanged for cash or another ticket. If a ticket paid with a commuter benefit is refunded in accordance with these terms, the refunded amount will be returned to the commuter benefit provider.
Accessibility
Further information on services available to passengers with reduced mobility and assistance needs is provided by Matkahuolto and the relevant Transport Operator on the following websites:
https://www.matkahuolto.fi/matkustajat/liikuntarajoitteisten-ja-vammaisten-henkiloiden-avustaminen
https://www.vr.fi/palvelut-junassa/esteeton-junamatkustaminen
https://www.onnibus.com/liikuntarajoitteiset
Payment Methods
Available payment methods include online banking, payment cards, Epassi and MobilePay. Companies and organisations may pay by invoice.
Payment processing is provided by Paytrail Oyj (2122839-7) in cooperation with Nets and banks. Paytrail Oyj appears as the recipient on bank statements and forwards payments to the merchant. Paytrail Oyj is authorised as a payment institution.
Paytrail Oyj
Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181830
www.paytrail.com
Companies and organisations with a Business ID may choose monthly invoicing as a payment method for Single Tickets purchased for specific services. Invoicing is provided by Walley (Norion Bank AB, SE556597-0513). The billing period is one month, and invoices are delivered by email by the 15th day of the following month. All purchases made during the previous month are invoiced on a single invoice based on the Business ID.
The invoicing service can be activated at the time of the first purchase and is subject to strong authentication. If a customer wishes to designate a specific email address for all invoices, or requires e-invoicing, the customer must contact the service provider by email (B2B@walley.fi) after the first purchase.
A service fee of EUR 10 applies to the use of the invoicing service.
Service provider contact details:
Norion Bank AB
(Walley)
Business ID: 2644718-5
Porkkalankatu 20 A
00180 Helsinki
Phone: +358 9 3158 9947
B2B@walley.fi
https://www.walley.fi/
Instructions
Matkahuolto’s general conditions of travel
Matkahuolto’s general conditions of travel apply to domestic bus tickets purchased from Matkahuolto, nationwide serial tickets, and bus tickets purchased from third-party sales channels. International and local ticket products are governed by a different set of regulations specific to the type of the ticket product involved.
Bus tickets
Prices and fares
When selling tickets, Matkahuolto applies the price lists and discount terms reported by bus operators.
Discounts
Matkahuolto grants discounts on tickets as defined by bus operators. Each passenger is only entitled to one discount at a time (e.g. students are not entitled to a discount for a return ticket in addition to the student discount). To qualify for a discount, passengers must present proof of their entitlement to the discount when boarding the bus.
Period of validity
EBus Tickets and Saver Tickets purchased from Matkahuolto website or using the mobile application are valid for the day and service for which they have been purchased.
Refunds for unused tickets
EBus tickets and Saver Tickets can not be changed.You can cancel a an eBus Ticket up to 24 hours before departure using the eBus Ticket cancellation form. If your departure is scheduled for the weekend or a red-letter day or weekday after weekend/red-letter day, you must request cancellation on the previous weekday. If your departure is scheduled for Christmas Eve or Midsummer Day's Eve you must request cancellation on the previous weekday. A charge of EUR 9.00 applies.When a ticket is cancelled, Matkahuolto repurchases either the entire purchase transaction or parts of it. For example, if you have a return ticket, it is possible to cancel only the outbound or return ticket. A return ticket may be cancelled in part or in full 24 hours before the outbound departure. Cancellation can only be made once: if you have cancelled your outbound trip, you can no longer cancel the return trip separately.If you wish to request ticket cancellation, complete the eBus Ticket cancellation form.
Third-party sales channels
Tickets purchased through third-party sales channels cannot be altered or exchanged.The customer should consult the third-party ticket terms and conditions and deal directly with the party that sold the ticket in the event of cancellation.
Serial and season tickets
Terms for serial and season tickets bought from the Trips and Tickets mobile app can be found here.
eBus Ticket and Saver Ticket
eBus Ticket is a ticket purchased at Matkahuolto’s online store. Saver Ticket is a ticket purchased at Matkahuolto’s online store at a reduced price and which is sold in a limited number for the shifts specified by the operator.
The earliest and latest purchase times for eBusTickets and Saver Tickets vary depending on the specific departure.
A purchase made in the online store becomes binding once the ticket buyer has paid for it. A single ticket purchased in the online store must be bought at least 15 minutes before the departure time. Matkahuolto does not guarantee that the purchase receipt will be delivered to your email immediately.
eBusTicket or Saver Ticket can be cancelled no later than 24 hours before the scheduled travel time of the ticket via the eBusTicket cancellation form. If the travel date falls on a weekend or public holiday, or on the first working day following one, the cancellation request must be submitted no later than the previous working day. A service fee of €9.50 will be charged.
Seat reservation
If you buy an eBus Ticket or Saver Ticket online, you can also make a seat reservation at the same time. Your seat reservation is confirmed when you make the payment.
Extra services
Extra services are available in the online store for eBus Ticket buyers. The extra services depend on the transport operator involved. The extra services are only available in combination with the eBus Ticket, not separately. Purchased extra services cannot be changed or replaced, if the passenger uses the eBus Ticket anyway. An extra service can be cancelled in accordance with the cancellation conditions if the passenger also cancels the eBus Ticket or Saver Ticket.
Bicycle ticket
A place for a bicycle can be purchased by the eBus Ticket buyer, if the transport operator offers bicycle tickets for the service. To be able to buy a bicycle ticket, the passenger must travel on the same coach as the bicycle. If the journey includes several legs, a specific bicycle ticket needs to be bought for each leg of the journey.
A bicycle ticket is good for transporting one regular single-seat, two-wheeled bicycle for adults or children with a maximum length of 230 cm. The bicycle can be protected with padding, etc., but it may not be locked and the handlebars and wheels must be left free to make it possible to push the bicycle.
Other bicycles, such as handicap bicycles, tricycles, tandem bicycles, recumbent bicycles, bicycles packed in cardboard or transported in bags can be sent as parcels or freight irrespective of size.
Passenger information and its accuracy
When you purchase an eBus Ticket or Saver Ticket, you are required to submit your name or personal identifier of 5 to 10 characters. One or the other is required, as the driver needs it to verify your right to travel when you board the bus. If more than one passenger travel on the same eBus Ticket or Special Offer eBus Ticket, the name or personal identifier of at least one of the passengers is required. On trips to Russia, the details of all passengers will be collected.
In addition, the email address of the ticket purchaser is collected at the time of purchase so that we can send a receipt for the purchase and, if necessary, contact the ticket purchaser in the event of cancellation, for example. Matkahuolto may use the information collected in this manner for purposes described in its privacy statement, such as developing its monitoring and statistics system related to the electronic services (e.g. online and mobile services) and for facilitating online transactions.
The buyer is solely responsible for the accuracy of the contact details submitted when purchasing a ticket online. Matkahuolto accepts no liability for any failure to deliver the receipt due to incorrect contact details.
Validity of the eBus Ticket and Saver Ticket and travelling
The eBus Ticket and Saver Ticket is only valid for the journey and date indicated on the ticket.
The passenger must also have valid proof of identity such as a driving license, passport or police-issued personal ID card. No receipt of the purchase of the eBus Ticket or Saver Ticket is required.
The driver checks the right travel based on the the passenger’s name. For the verification of the right to travel, the passenger must present proof of identity such as a driving license, passport or police-issued personal ID card when boarding. If more than one passenger travel on the same ticket, at least one of the passengers is required to present an ID as proof of the right to travel. As an exception to this rule, all passengers en route to Russia must present valid passports as proof of identity.
A passenger belonging to a group travelling on a reduced-price ticket or other special offer ticket is responsible for ensuring that the conditions related to each such ticket are fulfilled. The card showing eligibility for the discount must be presented when boarding the bus. If the passenger who has bought a reduced-price ticket fails to present the card required under the travel conditions, the driver is entitled to require payment for a full-price ticket.
Click here to read more about the groups eligible for discounts and related conditions
Changing, replacing or cancelling an eBus Ticket or Saver Ticket
EBus Tickets can not be changed.
You can cancel an eBus Ticket up to 24 hours before departure using the eBus Ticket cancellation form. If your departure is scheduled for the weekend or a red-letter day or weekday after weekend/red-letter-day, you must request cancellation on the previous weekday. If your departure is scheduled for Christmas Eve or Midsummer Day's eve, you must request cancellation on the previous weekday. A charge of EUR 9.50 applies. All eBus Ticket and Saver Tickets whether purchased from Matkahuolto agents, travel agencies or at Matkahuolto’s website or using the mobile application may be cancelled.
When a ticket is cancelled, Matkahuolto repurchases either the entire purchase transaction or parts of it. For example, if you have a return ticket, it is possible to cancel only the outbound or return ticket. A return ticket may be cancelled in part or in full 24 hours before the outbound departure. Cancellation can only be made once: if you have cancelled your outbound trip, you can no longer cancel the return trip separately.
If you wish to request ticket cancellation, complete the eBus Ticket cancellation form.
However, if a departure is cancelled for reasons such as a labour dispute, the ticket price is refunded by Matkahuolto’s customer service. The request for refund must be made within 14 days. The price will be refunded in full without any service charge.
Special terms and conditions for Saver Tickets
The earliest and latest times of purchase vary according to route and departure. Check the end and start times for ticket sales with the online store.
Only a limited number of Saver tickets are available for certain days and departures. If no Saver Ticket fare is displayed for the connection you want, either there are no Saver tickets for that leg of the journey or the tickets are sold out. Saver Tickets are not available for all departures.
When you buy the ticket, specify the stops you are actually going to use as the entry and exit stops. This ensures that your special price tickets is good for the journey you wish to make.
Click here to read more about routes and connections
Method of payment and payment service provider
Purchases can be paid using the online banking services of Nordea, Danske Bank, Tapiola, Osuuspankki, Aktia, S-Bank, Säästöpankki, Paikallisosuuspankki, Handelsbanken and Ålandsbanken or the Visa, Eurocard or Mastercard charge cards or MobilePay. With the mobile app, you can pay using Visa, Eurocard and Mastercard charge cards or MobilePay.
Paytrail Plc acts as a collecting payment service provider and is an authorized Payment Institution. Paytrail Plc will be shown as the recipient on your bank statement. Paytrail Plc will forward the payment to the merchant.
Paytrail Plc
Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181 830
www.paytrail.com
Buying online tickets on invoice
Companies and entities with a business ID can choose to pay by monthly invoice. The billing service is provided by Walley (SE556597-0513). The billing period is one month and the invoice is sent to the customer by email by the 15th of the following month. All purchases made in the previous month will be invoiced according to the business ID on a single invoice.
The billing service can be activated at the time of the first purchase. Strong authentication is required to use the billing service.
If you want to receive your company’s or entity’s invoices always to the same email address, or if you want to implement e-invoicing, you should contact your service provider by email (B2B@walley.fi) after the first purchase.
If no billing information is provided before the end of the billing period, the invoice will be sent to the email address provided at the time of the last purchase of the billing period.
A service fee of €10 will be charged for using the billing service.
Contact details of the service provider:
Collector Bank AB (Walley)
Business ID: SE556597-0513
Box 11914
404 39 Göteborg
Sweden
Tel. +358 9 3158 9947
B2B@walley.fi
https://www.walley.fi/
Ticket and delivery conditions for ordering a serial ticket on a travel card
Ticket Term of Matkahuolto travel card
The Travel Card can be used to pay for the trips of one or several persons. Travel card can be used to travel for the maximum kilometers for which the ticket is bought.
The Travel Card can be used to travel on all services for which Matkahuolto’s ticket products are available. The Travel Card cannot be used for local services in the Helsinki metropolitan area (Espoo, Helsinki, Kauniainen, Vantaa), or in Tampere and Turku. Before buying a ticket, make sure that you can use Matkahuolto ticket products on the services you are using. You can check the validity of your ticket in the Timetable Search. If serieal tickets are not valid, the icon will indicate “Not for Matkahuolto season and series tickets”.
Delivery conditions of travel card
When you have submitted the order form for the Travel Card, your order will be processed. You will receive a payment link to your email from Matkahuolto. You can use the payment link to pay for your order, after which the card will be activated and sent to you.
The travel card will be sent to you within two working days of paying for your order. The Travel Card is delivered as a Matkahuolto parcel to the Matkahuolto pick-up point nearest to your address. You will receive a text message or a notification in the Paketit app of the arrival of your parcel to the phone number indicated on the order form. The shipment will arrive within three working days of dispatch. You can see the validity period of the Travel Card on the receipt that comes with the travel card.
You can buy a new serial ticket for an existing travel card by filling in the necessary information on the order form. Choose ”I already have a new travel card” and fill the number of your travel card.
The number of your Travel Card is below the barcode.
When you have submitted the order form you will receive a payment link to your email from Matkahuolto. After you have paid for your order the card will be activated within two working days and you will receive a receipt for your purchase.
Customer information and accuracy of data
When placing an order, the customer is asked to provide information on the payer and the recipient, which may be the same. The delivery information is needed in order to deliver the travel card to the customer. An email and mobile phone number are required for possible contacts and to notify the arrival of the shipment.
Matkahuolto may use the information collected in this manner for developing the monitoring and statistics functions for its electronic services (such as online and mobile services), marketing and for facilitating online transactions.
The customer is responsible for the accuracy of the contact details provided for the purpose of sending the travel card. Matkahuolto is not liable for any disruption in the delivery of the order due to incorrect information.
Cancellation and refund of tickets
The purchase is binding once the ticket has been paid.
If the customer’s travel is prevented due to a non-functioning travel card the customer must immediately contact Matkahuolto’s Customer Service Centre. A refund request for a travel card must be submitted before the expiry of the ticket.
The right to a refund is limited exclusively to exceptional transport-related situations (such as strikes, significant decrease or discontinuation of services) which prevent the customer from travelling. In such cases, a full or partial refund may be possible.
All cases involving a refund request are assessed on a case-by-case basis. The refund is conditional on the customer not being able to use the ticket purchased due to a transport disruption. A handling fee of 9,50 € will be charged for all refunds.
Lost travel card
If an unused travel card is lost, the product can be sold for a new travel card. The holder of the travel card will be charged a card fee (€7,00) and a service fee (€9.50). At the time of purchase, the ticket product is removed from the lost travel card.
If a partially used travel card is lost, the remaining trips can be credited when a new series ticket is purchased. The holder of the travel card will be charged a card fee (€7,00), a service fee (€9.50) and the difference between the ticket prices.
We will not simply reimburse you for the value of the trips on the lost card or the difference to a cheaper ticket product.
Terms and conditions of the Matkahuolto Trips and Tickets mobile app
Terms and conditions of the Matkahuolto Trips and Tickets mobile app.
Other conditions
Passenger rights in the event of cancellation or delay of a trip, or in the event of an accident.
Special rights of disabled persons and persons with reduced mobility.