Ticket terms and conditions of the Matkat mobile app

Conditions of tickets purchased using the Matkat app

You are about to purchase a ticket using the Matkat app. The Matkat app allows you to buy single tickets, season and serial tickets, as well as to book demand responsive transport rides. The following terms and provisions apply to the tickets you purchase and the rides you book:

the law of Finland
these conditions applicable to tickets purchased using the Matkat app and the current terms of use
Matkahuolto’s General Conditions of Carriage
each service’s own terms of use/travel.

Ticket terms for tickets purchased on or after February 10, 2026

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 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 Customer Service

Ticket terms for tickets purchased on or before February 9, 2026

1. Conditions of single tickets and bookings

If your journey is operated, in full or in part, by a Matkahuolto partner, the conditions of carriage of such a partner will also apply. The journeys operated by partners are governed by the following conditions:

Please note that Matkahuolto’s partners may impose restrictions on services, such as an age limit for unaccompanied children, transportation of bicycles and travelling with pets.

1.1 Purchase time for single tickets and orders

Depending on the service, you can buy tickets or book rides up to 30-60 days before departure via the app’s Journey Planner. The earliest and latest time of purchase varies according to the journey involved and may differ from the time limits mentioned here. Single tickets available through the ticket menu can be purchased for up to 24 hours from the time of purchase.

1.2 Cancellation of single tickets and trips

A purchase made in the app is irrevocable once the payment is made. A paid ticket cannot be changed, replaced or cancelled. No right of cancellation applies in a situation where any single leg of a journey is cancelled or delayed.

A booked demand responsive transport ride can be cancelled free of charge up to one hour before the earliest departure time. A booked demand responsive transport ride cannot be cancelled if it is part of a multi-leg journey.

1.3 Prices for single tickets and trips

The prices indicated in the app only apply to tickets purchased through the app, and they may also vary within the app depending on, for example, the time of purchase. The prices of tickets purchased from Matkahuolto’s website or from drivers may also differ from the prices quoted in the app.

1.4 Seat reservation

The app cannot be used to book a seat on a scheduled service. Tickets sold by our partners may include a seat reservation made upon purchase. In such cases, the reserved seat will be shown on the ticket.

For demand responsive transport services, it is possible, depending on the service, to simply book a seat and pay for the ride or present the ticket in the vehicle. The app will tell you whether you only application shows whether you can just reserve a seat.

1.5 Passenger information and its accuracy

The right to travel is verified either by the name specified by the passenger in the Settings section of the app, or by a 5-character ID automatically generated at the time of purchase. The ID can be used for purchasing a single ticket or for booking a trip for more than one passenger. The email address of the customer will also be stored at the time of booking.

You are responsible for the accuracy of the contact details you give for the purchase. Matkahuolto accepts no liability for loss or damage or disruptions due to incorrect details.

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.

1.6 Validity of a single ticket or booking

A ticket or booking is valid only for the date and time shown on the booking or the departure indicated on the ticket. No receipt of the purchase is required. For single tickets for local transport, the validity period starts from the moment of purchase or at the time set by the user. A local transport ticket purchased as part of a multi-leg journey is automatically activated according to the journey’s timetable. If you wish, you can also activate a ticket purchased for a multi-leg journey manually. A local transport ticket allows unlimited travel during the period of validity shown on the ticket within the zones or defined area for which the ticket was purchased.

Please make sure you have your mobile ticket on your phone or other mobile device before boarding. A mobile ticket is a valid ticket when it is active on the user’s mobile device before boarding. If you fail to receive the mobile ticket purchased through the Trips and Tickets app, you have to get the ticket using some other method before the journey starts.

In the case of booked demand responsive transport rides, you must tell the driver your name upon boarding, as it will prove your right to travel. If you have not paid for the ride in the app at the time of booking, you will also need to present a ticket for the service or pay the driver.

Please make sure you have your mobile ticket on your phone or other mobile device before boarding. A mobile ticket is a valid ticket when it is active on the user’s mobile device before boarding.

1.7 Groups eligible for discounts

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. Be prepared to present the card entitling you to a discount when boarding and during the journey. If you fail to present the discount card required under the travel conditions, the driver is entitled to require payment for a full-price ticket.

2. Conditions of tickets for frequent travellers

A purchase made in the Trips and Tickets app is binding once the ticket has been paid. If the customer does not have a valid ticket or a ticket matching the distance of the trip, the driver is not obliged to accept the passenger on board. In addition, the driver has the right to charge the customer the price of a single ticket.

Before buying a ticket, the customer must find out which serial or season ticket is suitable for their trip and check the validity of the ticket. The distance of the trip along the bus route can be checked in the Trips and Tickets app using the route search for serial or season tickets. The ticket is purchased for the distance (km) along the bus route to be travelled by the customer.

2.1 Cancellation and refund of tickets

Unused mobile tickets can be cancelled within 24 hours of purchase. Customers can cancel their mobile ticket in the Tickets section of the Trips and Tickets app. A purchase to be refunded will be credited back to the method of payment used for the original purchase. If more than 24 hours have passed since the time of purchase or if the ticket has already been used, the customer can no longer cancel the purchase via the app.

Kela-subsidised school trip tickets cannot be cancelled.

If the customer’s travel is prevented due to a non-functioning mobile ticket, the customer must immediately contact Matkahuolto’s Customer Service Centre. A refund request for a mobile ticket 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. The refund is conditional on the customer not being able to use the ticket purchased due to a transport disruption. All cases involving a refund request are assessed on a case-by-case basis.

The customer must submit a refund request to the Customer Service Centre no later than fourteen (14) days after the expiry of the ticket. A handling fee in accordance with the currently valid price list will be charged for all refunds.

2.2 Special conditions

Seasonal and serial tickets may be subject to special conditions specific to the ticket product, which are listed in the additional ticket information in the Trips and Tickets app or on the ticket product pages on Matkahuolto’s website.

If the validity of the ticket product is chosen to start immediately from the moment of purchase, the validity period is the date of purchase + the validity period. If the validity period of the ticket product is chosen to start at a later date, the validity period will start from the start date selected by the user.

3. Presenting the Travel Ticket

The travel ticket must always be presented with the Trips and Tickets app. Screenshots or images of tickets cannot be used. If the driver observes that the ticket is a screenshot or image, the driver has the right to charge the passenger the price of the travel ticket. If the passenger is unable to purchase a new ticket, the driver is not obligated to take the passenger on board.

4. Exceptional circumstances

If the journey is not realised according to the information on the mobile ticket serving as the order confirmation, you can contact Matkahuolto’s Customer Service where necessary. If a delay or other disruption is due to Matkahuolto’s partner, you can also contact the customer service of the partner involved in order to expedite matters and claim a refund.

If the journey is substantially delayed or cancelled in full or in part, you are entitled to claim compensation from Matkahuolto or the operator or partner responsible for the leg of the journey involved. Any claim for compensation must be filed within 14 days of the departure date indicated on the mobile ticket.

Matkahuolto’s liability is limited to direct loss and damage and the price of the purchased ticket, unless otherwise provided by law.

Additionally, consumers have the right to refer the dispute concerning the journey to the Consumer Disputes Board. More information on the procedure is available at: https://www.kuluttajariita.fi.

5. Personal tickets

Some tickets are personal, and some tickets can be used by more than one passenger. Before travelling, please check the additional information on your ticket to see if the ticket is personal.

6. Changing your phone

Purchased tickets are stored for your user ID and can also be opened with that user ID on another phone. A ticket used during the current day cannot be opened on another phone, the ticket can only be opened on another phone 24 hours after the previous trip on the bus. A ticket can be transferred to another phone if the phone breaks or otherwise needs to be replaced. Matkahuolto will not cover the cost of replacing the phone, and is not liable for any indirect or direct costs of replacing the phone.

7. Employee Benefits - Commuting

With the employee benefits for commuting, you can only use it to pay for personal, tax-approved travel tickets. A ticket purchased with the employee commuting benefit cannot be converted into cash or exchanged for another ticket. If a travel ticket needs to be refunded according to the specified conditions, the refunded amount will be credited back to the employee benefits for commuting.

8. Disabled services

More information on the services and assistance available to the disabled is provided in the instructions issued by Matkahuolto and its partners:

9. Methods of payment and payment service provider

You can pay for your in-app purchases with Visa, Eurocard, Mastercard, Apple Pay and Mobile Pay, among others. The payment services provider is NETS.

10. Contact details

Matkahuolto’s Customer Service:

https://www.matkahuolto.fi/customer-service

Contact details of Matkahuolto’s partners:
https://www.vr.fi/en/customer-service
https://www.onnibus.com/contact-us